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BBPSD Customer Service Sample Questions:

1. A weekly time management planning tool is known as a:

A) Planning schedule grid.
B) Day planner.
C) Weekly planning schedule.
D) Time grid.

2. The most cost effective 24/7 way of gathering and storing customer information for an organisation's customer database is by:

A) Phone communication.
B) Written communication.
C) Internet communication.
D) Face-to-face communication.

3. When communicating with a customer using email you should:

A) Keep the email courteous, short and to the point.
B) Make sure the email title lets the person know what it is about.
C) Read through the email before sending.
D) All of the above.

4. In order to improve the overall customer experience it is important to get:

A) None of the above.
B) Sales figures.
C) Sales projections.
D) Customer feedback.

5. When a customer starts to make a complaint and you think that you know what the problem is you should:

A) Listen, acknowledge the issue and say how you will resolve the issue.
B) Listen and then immediately say how you are going to resolve the issue.
C) Listen, acknowledge, apologise and then say how you will resolve the issue.
D) Listen, apologise and say how you will resolve the issue.

Solutions:

Question # 1 Answer: C

Question # 2 Answer: C

Question # 3 Answer: D

Question # 4 Answer: D

Question # 5 Answer: C