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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Communication Skills | - Effective communication
|
| Topic 2: Principles of Customer Service | - Customer service fundamentals
|
| Topic 3: Professionalism and Ethics | - Professional conduct
|
| Topic 4: Problem Solving and Conflict Resolution | - Customer issue handling
|
| Topic 5: Financial Industry Knowledge | - Financial services context
|
| Topic 6: Regulatory Compliance | - Rules and standards
|
BBPSD Customer Service Sample Questions:
Question 1
When you are using a phone to give a customer a serial number you should:
A. Speak slower than normal.
B. Be unenthusiastic.
C. Speak in your normal voice.
D. Be enthusiastic.
Question 2
Which of the following is recognised as a time wasting activity?
A. Having a to-do list.
B. Being decisive.
C. Being indecisive.
D. Making a decision.
Question 3
An undifferentiated targeting strategy is used when a product or service has:
A. Been selected been specially developed for a particular market segment.
B. No price difference attached to it.
C. Not been differentiated in the market place.
D. More than one customer segment.
Question 4
Customers are often sub divided into smaller groups to distinguish purchaser behaviour. This activity is known as:
A. Sectional marketing.
B. Group purchasing.
C. Group segmentation.
D. Market segmentation.
Question 5
When communicating with a customer by writing a letter you should:
A. All of the above.
B. Sign the letter yourself.
C. Keep the letter courteous, short and to the point and spell check it.
D. Read through the letter before sending.
Solutions:
| Question 1 Answer: A | Question 2 Answer: C | Question 3 Answer: C | Question 4 Answer: D | Question 5 Answer: A |
