CSFX問題集、BBPSD実際の試験問題

質問 1

It is important for organisations to know that customer expectations:

A. Must be met.

B. Can rarely be met.

C. Are always realistic.

D. Can sometimes not be met.

正解: D

質問 2

A mystery shopper is a person who is:

A. Known to the organisation as a occasional shopper.

B. Unknown to an organisation and acts as a customer.

C. Known to an organisation and acts as a customer.

D. Someone who has yet to make a purchase.

正解: B

質問 3

Chronic Complainers are referred to in time management as:

A. Groups of customers who complain about the same thing.

B. A customer who will complain immediately something goes wrong.

C. Work colleagues who constantly complain.

D. Customers who repeatedly complain about service.

正解: C

質問 4

The most effective way of communicating with customers to get instant feedback is by:

A. Face-to-face communication.

B. Email communication.

C. Written communication.

D. Internet communication.

正解: A

質問 5

Market segmentation means that:

A. Customers are sub divided into smaller groups to distinguish purchaser behaviour.

B. The market that the organisation is selling to has become saturated.

C. Organisations can deal quicker with customers.

D. There is only a small market that is available to consumers.

正解: A

質問 6

When communicating with a customer using email you should:

A. Keep the email courteous, short and to the point.

B. All of the above.

C. Make sure the email title lets the person know what it is about.

D. Read through the email before sending.

正解: B

質問 7

A customer who is an Amiable Type would typically be classed as:

A. Someone who often comes in to chat and not buy.

B. An authoritative and informed customer.

C. Unlikely to make a purchase.

D. Talkative and interested more in opinion than facts.

正解: D

質問 8

When you are using a phone to give a customer a serial number you should:

A. Be unenthusiastic.

B. Speak slower than normal.

C. Speak in your normal voice.

D. Be enthusiastic.

正解: B

質問 9

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. Secret shopper.

B. Shopping experience tester.

C. Mystery shopper.

D. Unknown shopper.

正解: C

質問 10

When you are busy and you answer the phone, immediately, and politely tell the caller that you are very busy and you will ring them back later, then you are:

A. Letting the caller know how hard you work.

B. Ignoring a potential customer.

C. Using a good time management technique.

D. Likely to get in trouble with your boss.

正解: C

BBPSD Customer Service - CSFX 模擬練習