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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Problem Solving and Conflict Resolution | - Customer issue handling
|
| Topic 2: Communication Skills | - Effective communication
|
| Topic 3: Principles of Customer Service | - Customer service fundamentals
|
| Topic 4: Professionalism and Ethics | - Professional conduct
|
| Topic 5: Financial Industry Knowledge | - Financial services context
|
| Topic 6: Regulatory Compliance | - Rules and standards
|
BBPSD Customer Service Sample Questions:
1. The three generally recognised types of customer are assertive, analytical and:
A) Amiable.
B) Authoritative.
C) Aware.
D) Aggressive.
2. In business you must ensure that when you have internal customers you treat them:
A) As soon as you have dealt with external ones.
B) Worse than external customers.
C) Better than external customers.
D) The same as external customers.
3. If a business prided itself on the quality of its service to customers as being the best in the market then this could be its:
A) BPS.
B) CSP.
C) USP.
D) PRI.
4. A customer who is an Amiable Type would typically be classed:
A) Someone who often comes in to chat and not buy.
B) Talkative and interested more in opinions than facts.
C) An authoritative and informed customer.
D) Unlikely to make a purchase.
5. 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) Remain seated and ignore them.
B) Ask them to leave and come back later.
C) Stand up and greet them and do not sit back down.
D) Explain you are very busy.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: C |
Frank -
Even though I've been out of school for several years, I passed CSFX exam on the first try