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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Principles of Customer Service | - Customer service fundamentals
|
| Topic 2: Financial Industry Knowledge | - Financial services context
|
| Topic 3: Problem Solving and Conflict Resolution | - Customer issue handling
|
| Topic 4: Professionalism and Ethics | - Professional conduct
|
| Topic 5: Communication Skills | - Effective communication
|
| Topic 6: Regulatory Compliance | - Rules and standards
|
BBPSD Customer Service Sample Questions:
Many organisations have something called a USP. This means they have a:
- A. Unique sales position.
- B. Unique selling point.
- C. Unusual service product.
- D. Unique sales pitch.
Correct Answer: B 🗳️
The three generally recognised types of customer are assertive, analytical and:
- A. Aggressive.
- B. Authoritative.
- C. Aware.
- D. Amiable.
Correct Answer: D 🗳️
If it is not possible to establish personal communication with a customer face-to-face then the next best method is:
- A. Leaflet.
- B. Phone.
- C. Email.
- D. Letter.
Correct Answer: B 🗳️
If a colleague enters your office unexpectedly and you are sat at your desk, then a time management technique which should lead to a shorter interruption is to:
- A. Ask them to leave and come back later.
- B. Stand up and greet them and do not sit back down.
- C. Remain seated and ignore them.
- D. Explain you are very busy.
Correct Answer: B 🗳️
An organisation that has distinguished itself in the automobile market by offering free insurance and petrol for a year would claim to have a:
- A. USP.
- B. SPU.
- C. BPS.
- D. CSP.
Correct Answer: A 🗳️
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