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BBPSD Customer Service Sample Questions:

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

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

2. Customers are often sub divided into smaller groups to distinguish purchaser behaviour. This activity is known as:

A) Group purchasing.
B) Market segmentation.
C) Sectional marketing.
D) Group segmentation.

3. A person who is always keen to tell you what they have done and the difficulties they have had to overcome is known in customer service as a:

A) Recognition seeker.
B) Chronic complainer.
C) Time watcher.
D) Time waster.

4. When positioning a product in the market place you should use Market Segmentation followed by Targeting followed by:

A) Selling.
B) Sales.
C) Positioning.
D) Marketing.

5. When dealing with Internal customers you must:

A) Apply the same level of service as external customers receive.
B) Make sure you have dealt with external customers first.
C) Ensure that you obtain payment details.
D) Check that they have authority to purchase.

Solutions: