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BBPSD Customer Service Sample Questions:

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

A) Benchmarking.
B) Comparing.
C) Contrasting services.
D) Standardising.

2. A mystery shopper is a person who is:

A) Known to the organisation as a occasional shopper.
B) Someone who has yet to make a purchase.
C) Unknown to an organisation and acts as a customer.
D) Known to an organisation and acts as a customer.

3. It is important to give an internal customer a good customer experience because:

A) They are more likely to complain than external customers.
B) They are more likely to be a returning customer.
C) They are equally as important as external customers.
D) They are more important than external customers.

4. A person who is unknown to an organisation who acts as a customer and then reports back to the organisation on their experience is called a

A) Unknown shopper.
B) Shopping experience tester.
C) Secret shopper.
D) Mystery shopper.

5. Customer expectations:

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

Solutions: