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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Problem Solving and Conflict Resolution | - Customer issue handling
|
| Professionalism and Ethics | - Professional conduct
|
| Communication Skills | - Effective communication
|
| Principles of Customer Service | - Customer service fundamentals
|
| Financial Industry Knowledge | - Financial services context
|
| Regulatory Compliance | - Rules and standards
|
BBPSD Customer Service Sample Questions:
1. When communicating with a customer by writing a letter you should:
A) None of the above.
B) Sign the letter yourself.
C) Make the letter long and interesting.
D) Never sign the letter yourself.
2. A weekly time management planning tool is known as a:
A) Time grid.
B) Weekly planning schedule.
C) Day planner.
D) Planning schedule grid.
3. An employee who has the skills to deal effectively in customer facing roles within the business is called a:
A) Customer service professional.
B) Customer focused professional.
C) Effective customer professional.
D) Trained salesperson.
4. Frequent interruptions:
A) Are a common time wasting activity.
B) Can help you to make the most of your time.
C) Help to get a lot of things done at once.
D) Help when working with colleagues.
5. A common barrier to communication is the:
A) Attitudes and assumptions that we make about people.
B) Attitude of some customers.
C) The way some people behave.
D) People coming into the wrong shop.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: A |
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