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BBPSD Customer Service Sample Questions:

1. Market segmentation occurs when customers are sub divided into:

A) The same groups.
B) Smaller groups to distinguish purchaser behaviour.
C) None of the above.
D) Different marketing areas.

2. When establishing standards of customer service it is helpful if they are Specific, Achievable, Realistic, Measurable and:

A) Trusted.
B) Tested.
C) Time bound.
D) Trustworthy.

3. A customer who is very results focused and direct would be classed as an:

A) Amiable type.
B) Authoritative type.
C) Assertive type.
D) Analytical type.

4. When positioning a product in the market place you should use Market Segmentation followed by Targeting followed by:

A) Selling.
B) Positioning.
C) Sales.
D) Marketing.

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

A) Important customer events.
B) Key interactions.
C) Critical moments.
D) Key customer exchanges.

Solutions: