Preview Questions Customer Service Representative | Role Specific Skill

Question 1: How should a representative respond if a customer insists on speaking with a manager despite already receiving assistance?

Which action should you take?

Choose only one option

Politely inform them that you can handle their query or escalate as needed

Get defensive and explain why they don't need a manager

Tell them it's not necessary and hang up

Refuse to transfer the call to a manager

Question 2: How should a representative deal with a customer who continuously interrupts while discussing a sensitive topic?

Which action should you take?

Choose only one option

Interrupt back to assert control

Politely ask the customer to allow you to finish

Speak louder to be heard over the customer

Respond to the interruptions with short answers

Question 3: Which of the following best describes the role of a fiduciary in the context of a retirement account?

Which action should you take?

Choose only one option

A fiduciary's role is limited to managing funds for a fee

A fiduciary's primary responsibility is to earn commissions

A fiduciary is legally obligated to act in the client's best interest

A fiduciary can make investment decisions without regard to the client's needs

Question 4: What is the primary advantage of a personalized communication approach in BFSI?

Which action should you take?

Choose only one option

Reduces response time

Simplifies compliance processes

Enhances operational efficiency

Builds customer trust

Question 5: How should a customer service representative address a situation where a customer disagrees with a financial product's terms?

Which action should you take?

Choose only one option

Refuse to change the terms of the product

Apologize and accept the customer's view

Tell the customer to speak with the manager

Explain the terms again in simple language and offer alternative solutions

Question 6: A customer is not happy with their current loan terms and asks for modifications. How do you address this?

Which action should you take?

Choose only one option

Reject their request outright and explain the rules

Offer to refer them to the loan department

Review the loan terms and provide options to modify if possible

Suggest they refinance with another lender