Customer Service (CSFX) Free Practice Test

Question 1

Measuring how your organisation is performing with customer service in relation to your competitors is known as:

A. Standardising.

B. Contrasting services.

C. Comparing.

D. Benchmarking.

Correct Answer: D

Question 2

A customer service professional is defined as someone who:

A. Always makes the most sales in a day.

B. Trains salespeople in how to deal with customers.

C. Has the skills to deal effectively in customer facing roles.

D. Has a number of years experience in a customer service role.

Correct Answer: C

Question 3

Which of the following is recognised as a time wasting activity?

A. Making a decision.

B. Being decisive.

C. Being indecisive.

D. Having a to-do list.

Correct Answer: C

Question 4

Multitasking is:

A. Doing more than one task at a time.

B. Doing one task and the doing another.

C. Doing things in sequence.

D. Only for people in busy jobs.

Correct Answer: A

Question 5

Face-to-face communication is the most effective way of communicating with customers to get:

A. Their address.

B. An idea of how much they have to spend.

C. Instant feedback.

D. A quick response.

Correct Answer: C

Question 6

Attitudes and assumptions that we make about people are:

A. A common barrier to communication.

B. A good first impression of customers.

C. Useful when selling to customers.

D. Likely to help with product placement.

Correct Answer: A

Question 7

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. Internet communication.

C. Face-to-face communication.

D. Phone communication.

Correct Answer: B

Question 8

When dealing with Internal customers you must:

A. Make sure you have dealt with external customers first.

B. Check they have authority to purchase.

C. Apply the same level of service as external customers receive.

D. Ensure that you obtain payment details.

Correct Answer: C

Question 9

A customer who is talkative and interested more in opinion than facts when making a purchase would be classed as an:

A. Authoritative type.

B. Amiable type.

C. Analytical type.

D. Relaxed type.

Correct Answer: B

Question 10

When customers are sub divided into smaller groups to distinguish purchaser behaviour this is called:

A. Buying power.

B. The local market.

C. Market segmentation.

D. Selling power.

Correct Answer: C

Question 11

When establishing standards of customer service it is helpful if they are specific, time bound and:

A. Measurable.

B. All of the above.

C. Realistic.

D. Achievable.

Correct Answer: B

Question 12

A customer service professional is defined as someone who:

A. Always makes the most sales in a day.

B. Trains salespeople in how to deal with customers.

C. Has the skills to deal effectively in customer facing roles.

D. Has a number of years experience in a customer service role.

Correct Answer: C

Question 13

Chronic Complainers are referred to in time management as:

A. A customer who will complain immediately something goes wrong.

B. Customers who repeatedly complain about service.

C. Work colleagues who constantly complain.

D. Groups of customers who complain about the same thing.

Correct Answer: C

Question 14

When you are using a phone to give a customer a serial number you should:

A. Be enthusiastic.

B. Speak in your normal voice.

C. Be unenthusiastic.

D. Speak slower than normal.

Correct Answer: D

Question 15

There are a number of important events in customer interactions. These are called:

A. Important customer events.

B. Critical moments.

C. Key customer exchanges.

D. Key interactions.

Correct Answer: C

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BBPSD Customer Service (CSFX) Free Practice Test