Preview Questions Customer Service Representative | Role Specific Skill

Question 1: What is the primary goal of active listening in BFSI customer service?

Which action should you take?

Choose only one option

To escalate issues promptly

To ensure customer feels heard and understood

To resolve queries faster

To ensure regulatory compliance

Question 2: Why is term insurance considered a pure protection product?

Which action should you take?

Choose only one option

Covers only the risk of death

Includes maturity benefits

Offers returns based on market performance

Provides savings benefits

Question 3: What is the most important aspect of tone management during a high-stakes financial conversation?

Which action should you take?

Choose only one option

Using humor to lighten the mood

Using a friendly tone to ease the situation

Keeping a neutral tone

Using a stern tone to assert authority

Question 4: How is the risk associated with a high-yield bond different from that of a government bond?

Which action should you take?

Choose only one option

Government bonds offer better liquidity than high-yield bonds

High-yield bonds have lower interest rates than government bonds

High-yield bonds carry a higher risk of default compared to government bonds

High-yield bonds are more secure than government bonds

Question 5: How should a representative handle a customer who feels misled by the terms of their investment?

Which action should you take?

Choose only one option

Ignore the customer and proceed with other calls

Apologize, empathize, and offer to review the situation

Apologize and explain that the terms were clear and binding

Redirect the customer to legal counsel

Question 6: What does "KYC" stand for in banking?

Which action should you take?

Choose only one option

Key Yield Calculations

Know Your Company

Know Your Client

Key Yearly Checkup