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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Regulatory Compliance | - Rules and standards
|
| Topic 2: Problem Solving and Conflict Resolution | - Customer issue handling
|
| Topic 3: Professionalism and Ethics | - Professional conduct
|
| Topic 4: Principles of Customer Service | - Customer service fundamentals
|
| Topic 5: Financial Industry Knowledge | - Financial services context
|
| Topic 6: Communication Skills | - Effective communication
|
BBPSD Customer Service Sample Questions:
1. When you are busy and you answer the phone, immediately, and politely tell the caller that you are very busy and you will ring them back later, then you are:
A) Letting the caller know how hard you work.
B) Ignoring a potential customer.
C) Likely to get in trouble with your boss.
D) Using a good time management technique.
2. A customer service professional is defined as someone who:
A) Has a number of years experience in a customer service role.
B) Has the skills to deal effectively in customer facing roles.
C) Trains salespeople in how to deal with customers.
D) Always makes the most sales in a day.
3. Face-to-face communication is the most effective way of communicating with customers to get:
A) A quick response.
B) Instant feedback.
C) Their address.
D) An idea of how much they have to spend.
4. Obtaining information from customers in order to be responsive to their needs and improving the overall customer experience is known as:
A) Customer responsiveness.
B) Mystery shopping.
C) Customer feedback.
D) Sales targeting.
5. If a business prided itself on the quality of its service to customers as being the best in the market then this could be its:
A) BPS.
B) USP.
C) PRI.
D) CSP.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: B |
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