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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

1. When communicating with a customer by writing a letter you should:

A) Sign the letter yourself.
B) Keep the letter courteous, short and to the point and spell check it.
C) Read through the letter before sending.
D) All of the above.

2. Which is the correct order of priority when positioning a product in the market place:

A) Market Segmentation followed by Targeting followed by Positioning.
B) Targeting followed by Market Segmentation followed by Positioning.
C) Targeting followed by Positioning followed by Market Segmentation.
D) Positioning followed by Market Segmentation followed by Targeting.

3. A concentrated targeting strategy is used when a product or service has:

A) More marketing resources allocated to it.
B) Been selected for a product with more than one customer segment.
C) Been specially developed for a particular market segment.
D) Not been differentiated in the market place.

4. A customer who takes a systematic and detailed approach to his purchase would be classed as an:

A) Analytical type.
B) Assertive type.
C) Authoritative type.
D) Aware type.

5. For organisations to improve their customer service they need to:

A) Gather information from regular customers.
B) All of the above.
C) Gather information when they first meet a customer.
D) Gather information when a customer may not return.

Solutions: