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BBPSD Customer Service Sample Questions:

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

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

2. When a customer starts to make a complaint you should first:

A) Ask them to put it in writing.
B) Say sorry.
C) Listen.
D) Ask them to see someone else.

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

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

4. When dealing with Internal customers you must:

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

5. A concentrated targeting strategy is used when a product or service has:

A) More marketing resources allocated to it.
B) Been selected for a product with more than one customer segment.
C) Not been differentiated in the market place.
D) Been specially developed for a particular market segment.

Solutions: