BBPSD Customer Service - CSFX Exam Questions [2026]

QUESTION NO: 1
A common barrier to communication is the:

A. Attitude of some customers. B. Attitudes and assumptions that we make about people. C. People coming into the wrong shop. D. The way some people behave.

Correct Answer: B

QUESTION NO: 2
The most effective way of communicating with customers to get instant feedback is by:

A. Email communication. B. Written communication. C. Internet communication. D. Face-to-face communication.

Correct Answer: D

QUESTION NO: 3
A customer service professional is defined as someone who:

A. Has the skills to deal effectively in customer facing roles. B. Trains salespeople in how to deal with customers. C. Always makes the most sales in a day. D. Has a number of years experience in a customer service role.

Correct Answer: A

QUESTION NO: 4
Continuous improvement, by definition, means that a business is always looking for:

A. Ways in which the business can save money. B. Small things that can improve the overall customer experience. C. Better employees and more customers. D. Continually getting better customers into the shop.

Correct Answer: B

QUESTION NO: 5
Before sending a customer an email you should always:

A. Be courteous. B. Use an appropriate title. C. Read the email before sending. D. All of the above.

Correct Answer: D

QUESTION NO: 6
The three generally recognised types of customer are assertive, analytical and

A. Amiable. B. Authoritative. C. Aggressive. D. Aware.

Correct Answer: A

QUESTION NO: 7
There are a number of important events in customer interactions. These are called:

A. Critical moments. B. Important customer events. C. Key interactions. D. Key customer exchanges.

Correct Answer: D

QUESTION NO: 8
By definition, continuous improvement means that a business is always looking for:

A. Ways in which the business can save money. B. Small things that can improve the overall customer experience. C. Better employees and more customers. D. Continually getting better customers into the shop.

Correct Answer: B

QUESTION NO: 9
A mystery shopper is a person who is:

A. Unknown to an organisation and acts as a customer. B. Someone who has yet to make a purchase. C. Known to an organisation and acts as a customer. D. Known to the organisation as a occasional shopper.

Correct Answer: A

QUESTION NO: 10
A customer who is an Amiable Type would typically be classed as:

A. Someone who often comes in to chat and not buy. B. Talkative and interested more in opinion than facts. C. Unlikely to make a purchase. D. An authoritative and informed customer.

Correct Answer: B

QUESTION NO: 11
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. Explain you are very busy. B. Remain seated and ignore them. C. Stand up and greet them and do not sit back down. D. Ask them to leave and come back later.

Correct Answer: C

QUESTION NO: 12
There are a number of important events in customer interactions. These are called:

A. Critical moments. B. Important customer events. C. Key interactions. D. Key customer exchanges.

Correct Answer: D

QUESTION NO: 13
To improve the overall customer experience is the most important reason for having:

A. Marketing. B. Customers. C. Customer feedback. D. A good business plan.

Correct Answer: C