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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Financial Industry Knowledge | - Financial services context
|
| Topic 2: Professionalism and Ethics | - Professional conduct
|
| Topic 3: Regulatory Compliance | - Rules and standards
|
| Topic 4: Problem Solving and Conflict Resolution | - Customer issue handling
|
| Topic 5: Communication Skills | - Effective communication
|
| Topic 6: Principles of Customer Service | - Customer service fundamentals
|
BBPSD Customer Service Sample Questions:
1. A customer who is very results focused and direct would be classed as an:
A) Analytical type.
B) Assertive type.
C) Authoritative type.
D) Amiable type.
2. Good time management recommends that if you are busy and someone rings you then you should:
A) Answer the phone and immediately and politely tell them that you are very busy and you will ring them back later.
B) Answer the phone and ask them to ring you later at a more convenient time.
C) Ignore the phone call and let it ring.
D) Answer the call and deal with it, as you know you will eventually have to deal with it.
3. When you are using a phone to give a customer a serial number you should:
A) Speak slower than normal.
B) Be unenthusiastic.
C) Speak in your normal voice.
D) Be enthusiastic.
4. Market segmentation means that:
A) There is only a small market that is available to consumers.
B) Organisations can deal more quickly with customers.
C) Customers are sub divided into smaller groups to distinguish purchaser behaviour.
D) The market the organisation is selling to has become saturated.
5. The three generally recognised types of customer are assertive, analytical and:
A) Amiable.
B) Aware.
C) Aggressive.
D) Authoritative.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |
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