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BBPSD Customer Service Sample Questions:

1. By definition, continuous improvement means that a business is always looking for:

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

2. Market segmentation means that:

A) The market the organisation is selling to has become saturated.
B) Organisations can deal more quickly with customers.
C) Customers are sub divided into smaller groups to distinguish purchaser behaviour.
D) There is only a small market that is available to consumers.

3. Which is the correct order of priority when positioning a product in the market place?

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

4. 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.

5. Customer expectations:

A) Can sometimes not be met.
B) Can rarely be met.
C) Are never likely to be met.
D) Should always be met.

Solutions: