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BBPSD CSFX Exam Syllabus Topics:

SectionObjectives
Problem Solving and Conflict Resolution- Customer issue handling
  • 1. Complaint resolution techniques
    • 2. Conflict management
      Financial Industry Knowledge- Financial services context
      • 1. Industry basics and operations
        • 2. Understanding financial products
          Professionalism and Ethics- Professional conduct
          • 1. Ethical behavior in customer service
            • 2. Workplace professionalism
              Communication Skills- Effective communication
              • 1. Written communication skills
                • 2. Telephone communication etiquette
                  • 3. Verbal communication techniques
                    Principles of Customer Service- Customer service fundamentals
                    • 1. Understanding customer needs
                      • 2. Service quality standards (e.g., SMART goals)
                        Regulatory Compliance- Rules and standards
                        • 1. Service standards enforcement
                          • 2. Compliance with regulations

                            BBPSD Customer Service Sample Questions:

                            The most cost effective 24/7 way of gathering and storing customer information for an organisations customer database is by:

                            • A. Phone communication.
                            • B. Internet communication.
                            • C. Face-to-face communication.
                            • D. Written communication.
                            Reveal Solution  Discussion  0

                            Correct Answer: B  🗳️

                            Many organisations have something called a USP. This means they have a:

                            • A. Unique selling point.
                            • B. Unique sales pitch.
                            • C. Unique sales position.
                            • D. Unusual service product.
                            Reveal Solution  Discussion  0

                            Correct Answer: A  🗳️

                            When establishing standards of customer service it is helpful if they are:

                            • A. SMART ones.
                            • B. ABC ones.
                            • C. EASY ones.
                            • D. USP ones.
                            Reveal Solution  Discussion  0

                            Correct Answer: A  🗳️

                            Benchmarking is used to:

                            • A. Keep track of your daily sales targets.
                            • B. Compare your competitors' prices.
                            • C. Test customer purchases.
                            • D. Measure how your organisation is performing in relation to your competitors.
                            Reveal Solution  Discussion  0

                            Correct Answer: D  🗳️

                            When you are using a phone to give a customer a serial number you should:

                            • A. Speak slower than normal.
                            • B. Be enthusiastic.
                            • C. Be unenthusiastic.
                            • D. Speak in your normal voice.
                            Reveal Solution  Discussion  0

                            Correct Answer: A  🗳️

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