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BBPSD Customer Service Sample Questions:

1. When communicating with a customer using a letter you should:

A) Read through the letter before sending.
B) Sign the letter yourself.
C) All of the above.
D) Be courteous.

2. When a product or service has not been differentiated in the market place then it is best to use:

A) A differentiated targeting strategy.
B) An undifferentiated targeting strategy.
C) A market segment.
D) A quick sales strategy.

3. Customer information should be collected by a shop:

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

4. Continuous improvement, by definition, means that a business is always looking for:

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

5. When a product or service has been specially developed for a particular market segment then we would use a:

A) Differentiated strategy.
B) Concentrated targeting strategy.
C) Not differentiated strategy.
D) Not concentrated targeting strategy.

Solutions: