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BBPSD Customer Service Sample Questions:

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

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

2. A useful way of prioritising your tasks is known as the:

A) ABC approach.
B) Listing approach.
C) PTT approach.
D) RST approach.

3. Obtaining information from customers in order to be responsive to their needs and improving the overall customer experience is known as:

A) Mystery shopping.
B) Customer feedback.
C) Sales targeting.
D) Customer responsiveness.

4. When you are using a phone to give a customer a serial number you should:

A) Speak in your normal voice.
B) Be unenthusiastic.
C) Speak slower than normal.
D) Be enthusiastic.

5. There are a number of important events in customer interactions. These are called:

A) Important customer events.
B) Key customer exchanges.
C) Key interactions.
D) Critical moments.

Solutions: