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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Professionalism and Ethics | - Professional conduct
|
| Topic 2: Financial Industry Knowledge | - Financial services context
|
| Topic 3: Principles of Customer Service | - Customer service fundamentals
|
| Topic 4: Communication Skills | - Effective communication
|
| Topic 5: Regulatory Compliance | - Rules and standards
|
| Topic 6: Problem Solving and Conflict Resolution | - Customer issue handling
|
BBPSD Customer Service Sample Questions:
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. Mystery shopper.
- C. Secret shopper.
- D. Shopping experience tester.
Market segmentation means that:
- A. Customers are sub divided into smaller groups to distinguish purchaser behaviour.
- B. Organisations can deal quicker with customers.
- C. There is only a small market that is available to consumers.
- D. The market that the organisation is selling to has become saturated.
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.
The most cost effective 24/7 way of gathering and storing customer information for an organisation's customer database is by:
- A. Internet communication.
- B. Phone communication.
- C. Face-to-face communication.
- D. Written communication.
Before sending a customer an email you should always:
- A. Be courteous.
- B. Read the email before sending.
- C. All of the above.
- D. Use an appropriate title.
Solomon 
Moore 
Zona 
Ashbur 
Barnett 
Catherine 
Michael 
Edison 
Olga 
Rose 
Hilary 
Tiffany 
Jeffrey 
Tracy 
Maurice 
Dave 
