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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Principles of Customer Service | - Customer service fundamentals
|
| Topic 2: Problem Solving and Conflict Resolution | - Customer issue handling
|
| Topic 3: Professionalism and Ethics | - Professional conduct
|
| Topic 4: Regulatory Compliance | - Rules and standards
|
| Topic 5: Communication Skills | - Effective communication
|
| Topic 6: Financial Industry Knowledge | - Financial services context
|
BBPSD Customer Service Sample Questions:
Question 1
Attitudes and assumptions that we make about people are:
A. Useful when selling to customers.
B. Likely to help with product placement.
C. A good first impression of customers.
D. A common barrier to communication.
Question 2
In order to improve the overall customer experience it is important to get:
A. Customer feedback.
B. None of the above.
C. Sales projections.
D. Sales figures.
Question 3
There are a number of important events in customer interactions. These are called:
A. Key customer exchanges.
B. Critical moments.
C. Important customer events.
D. Key interactions.
Question 4
A person who is always keen to tell you what they have done and the difficulties they have had to overcome is known in customer service:
A. As a chronic complainer.
B. As a recognition seeker.
C. As a time watcher.
D. As a time waster.
Question 5
The most cost effective 24/7 way of gathering and storing customer information for an organisation's customer database is by:
A. Written communication.
B. Face-to-face communication.
C. Internet communication.
D. Phone communication.
Solutions:
| Question 1 Answer: D | Question 2 Answer: A | Question 3 Answer: A | Question 4 Answer: B | Question 5 Answer: C |
