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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Financial Industry Knowledge | - Financial services context
|
| Topic 2: Regulatory Compliance | - Rules and standards
|
| 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: Principles of Customer Service | - Customer service fundamentals
|
BBPSD Customer Service Sample Questions:
Which of the following is recognised as a time wasting activity?
- A. Being indecisive.
- B. Making a decision.
- C. Being decisive.
- D. Having a to-do list.
Correct Answer: A 🗳️
It is important for organisations to know that customer expectations:
- A. Are always realistic.
- B. Can sometimes not be met.
- C. Can rarely be met.
- D. Must be met.
Correct Answer: B 🗳️
A common barrier to communicating with customers are the:
- A. Use of emails.
- B. Lack of shop assistants.
- C. Busy lives we lead.
- D. Attitudes and assumptions that we make.
Correct Answer: D 🗳️
When communicating with a customer using a letter you should:
- A. Sign the letter yourself.
- B. All of the above.
- C. Be courteous.
- D. Read through the letter before sending.
Correct Answer: B 🗳️
Good time management recommends that if you are busy and someone rings you then you should:
- A. Ignore the phone call and let it ring.
- B. Answer the call and deal with it, as you know you will eventually have to deal with it.
- C. Answer the phone and immediately and politely tell them that you are very busy and you will ring them back later.
- D. Answer the phone and ask them to ring you later at a more convenient time.
Correct Answer: C 🗳️
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