CSFX by BBPSD Valid Free Exam Practice Test

Question 1

In business you must ensure that when you have internal customers you treat them:

A. Better than external customers. B. As soon as you have dealt with external ones. C. The same as external customers. D. Worse than external customers.

Correct Answer: C

Question 2

When customers are sub divided into smaller groups to distinguish purchaser behaviour this is called:

A. Buying power. B. Market segmentation. C. Selling power. D. The local market.

Correct Answer: B

Question 3

To improve the overall customer experience is the most important reason for having:

A. Marketing. B. Customers. C. Customer feedback. D. A good business plan.

Correct Answer: C

Question 4

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

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

Correct Answer: C

Question 5

To listen, acknowledge, apologise and then say how you will resolve an issue is the correct response when:

A. You are late for work. B. A customer makes a complaint. C. A customer enters a shop for the first time. D. You are talking to your boss.

Correct Answer: B

Question 6

It is important to give an internal customer a good customer experience because:

A. They are more likely to complain than external customers. B. They are equally as important as external customers. C. They are more likely to be a returning customer. D. They are more important than external customers.

Correct Answer: B

Question 7

A customer who is talkative and interested more in opinion than facts when making a purchase would be classed as an:

A. Authoritative type. B. Analytical type. C. Amiable type. D. Relaxed type.

Correct Answer: C

Question 8

A customer who is very results focused and direct would be classed as an:

A. Authoritative type. B. Assertive type. C. Analytical type. D. Amiable type.

Correct Answer: B

Question 9

When a customer starts to make a complaint and you have listened carefully to what they have to say, your next three steps should be to:

A. Take responsibility then acknowledge and then say how you will resolve the issue. B. Clarify the issue then acknowledge and finally apologise. C. Acknowledge then apologise and then take responsibility. D. Apologise then resolve the issue and then apologise again.

Correct Answer: C

Question 10

Which of the following is the most important reason for getting customer feedback:

A. To improve sales. B. To improve the overall customer experience. C. To be seen to be responsive to customers. D. To establish a customer database.

Correct Answer: B

Question 11

The most effective way of communicating with customers to get instant feedback is by:

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

Correct Answer: D

Question 12

Customer information should be collected by a shop:

A. When the customer makes his first purchase. B. Once you are aware that the customer is a regular shopper. C. If a customer appears to be one who will return to the shop. D. The first time the customer comes into the shop.

Correct Answer: D

Question 13

Which is the correct order of priority when positioning a product in the market place:

A. Targeting followed by Positioning followed by Market Segmentation. B. Targeting followed by Market Segmentation followed by Positioning. C. Market Segmentation followed by Targeting followed by Positioning. D. Positioning followed by Market Segmentation followed by Targeting.

Correct Answer: C

Question 14

When establishing standards of customer service it is helpful if they are specific, measurable, achievable, realistic and:

A. Trustworthy. B. Time bound. C. Tested. D. True.

Correct Answer: B

Question 15

Customer service standards should be SMART ones. Which of the following are NOT SMART ones:

A. Specific. B. Achievable. C. Time bound. D. Reliable.

Correct Answer: D

BBPSD Customer Service - CSFX Exam Practice Test