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BBPSD Customer Service Sample Questions:
1. It is important for organisations to know that customer expectations:
A) Must be met.
B) Can rarely be met.
C) Are always realistic.
D) Can sometimes not be met.
2. Measuring how your organisation is performing with customer service in relation to your competitors is known as:
A) Comparing.
B) Contrasting services.
C) Standardising.
D) Benchmarking.
3. Customers are often sub divided into smaller groups to distinguish purchaser behaviour. This activity is known as:
A) Group segmentation.
B) Sectional marketing.
C) Group purchasing.
D) Market segmentation.
4. To listen, acknowledge, apologise and then say how you will resolve an issue is the correct response when:
A) You are talking to your boss.
B) You are late for work.
C) A customer makes a complaint.
D) A customer enters a shop for the first time.
5. A mystery shopper is a person who is:
A) Known to the organisation as a occasional shopper.
B) Someone who has yet to make a purchase.
C) Unknown to an organisation and acts as a customer.
D) Known to an organisation and acts as a customer.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: C |






