BBPSD Customer Service Certificate CSFX

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BBPSD Customer Service Sample Questions:

1. A concentrated targeting strategy is used when a product or service has:

A) Been specially developed for a particular market segment.
B) More marketing resources allocated to it.
C) Not been differentiated in the market place.
D) Been selected for a product with more than one customer segment.

2. Customers are often sub divided into smaller groups to distinguish purchaser behaviour. This activity is known as:

A) Group purchasing.
B) Group segmentation.
C) Sectional marketing.
D) Market segmentation.

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

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

4. When communicating with a customer using email you should:

A) Make sure the email title lets the person know what it is about.
B) Keep the email courteous, short and to the point.
C) Read through the email before sending.
D) All of the above.

5. Customer expectations:

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

Solutions: