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BBPSD Customer Service Sample Questions:

1. Continuous improvement, by definition, means that a business is always looking for:

A) Small things that can improve the overall customer experience.
B) Ways in which the business can save money.
C) Better employees and more customers.
D) Continually getting better customers into the shop.

2. An undifferentiated targeting strategy is used when a product or service has:

A) No price difference attached to it.
B) More than one customer segment.
C) Not been differentiated in the market place.
D) Been selected been specially developed for a particular market segment.

3. When dealing with Internal customers you must:

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

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

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

5. When a product or service has been specially developed for a particular market segment then we would use a:

A) Differentiated strategy.
B) Not differentiated strategy.
C) Not concentrated targeting strategy.
D) Concentrated targeting strategy.

Solutions: