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BBPSD CSFX Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Delivery & Operations | 15% | - Service process and standards - Time management and productivity - Use of support tools and systems |
| Topic 2: Customer Retention & Loyalty | 10% | - Building long-term relationships - Value creation and follow-up |
| Topic 3: Customer Service Fundamentals | 25% | - Principles of customer service - Professional ethics and standards - Customer expectations and satisfaction |
| Topic 4: Communication Skills | 25% | - Verbal and non-verbal communication - Written communication for support - Active listening techniques |
| Topic 5: Problem Solving & Conflict Resolution | 25% | - Decision-making and escalation procedures - Conflict resolution strategies - Handling complaints and difficult customers |
BBPSD Customer Service Sample Questions:
Question 1
When you are using a phone to give a customer a serial number you should:
A. Be enthusiastic.
B. Be unenthusiastic.
C. Speak in your normal voice.
D. Speak slower than normal.
Question 2
A customer service professional is someone in the business who:
A. Deals daily with customers.
B. Has the skills to deal effectively in customer facing roles.
C. Has worked in sales for over 5 years.
D. Has been trained.
Question 3
When customers are sub divided into smaller groups to distinguish purchaser behaviour this is called:
A. Selling power.
B. The local market.
C. Market segmentation.
D. Buying power.
Question 4
An undifferentiated targeting strategy is used when a product or service has:
A. Not been differentiated in the market place.
B. More than one customer segment.
C. No price difference attached to it.
D. Been selected been specially developed for a particular market segment.
Question 5
Multitasking is:
A. Only for people in busy jobs.
B. Doing one task and the doing another.
C. Doing more than one task at a time.
D. Doing things in sequence.
Solutions:
| Question 1 Answer: D | Question 2 Answer: B | Question 3 Answer: C | Question 4 Answer: A | Question 5 Answer: C |
Gustave 
Harriet 
Emmanuel 
Michael 
Alger 
Lionel 
Sabrina 
Sam 
June 
Enid 
Harlan 
Geoff 
Jill 
Vivien 
Abigail 
Nigel 
Sheila 
Gloria 
