Preview Questions Customer Service Representative | Role Specific Skill

Question 1: Why are mutual funds considered diversified investments?

Which action should you take?

Choose only one option

Provide fixed and guaranteed returns

Offer returns linked to stock market

Limited to equity-based products

Invest in a variety of asset classes

Question 2: What is the best way to confirm a customer's understanding during a call?

Which action should you take?

Choose only one option

Ask, ?Do you understand??

Use open-ended questions to gauge their clarity

Summarize and repeat the key points

Provide a written summary

Question 3: A VIP customer is unable to access their online account, which needs immediate resolution. What should be your next step?

Which action should you take?

Choose only one option

Ask them to try again after some time

Guide them through troubleshooting

Reset the password and inform them

Escalate to IT immediately

Question 4: What communication technique can help you resolve a customer's confusion about a complex loan product?

Which action should you take?

Choose only one option

Focus only on the end result and not the process

Direct the customer to the product's manual without explanation

Use technical jargon to emphasize your expertise

Break down the product into simple components and use examples

Question 5: How would you handle a customer escalating an issue on multiple channels simultaneously?

Which action should you take?

Choose only one option

Consolidate interactions and respond

Ignore duplications

Address the issue on each channel

Escalate directly

Question 6: How would you handle a major financial dispute involving a long-term client?

Which action should you take?

Choose only one option

Escalate to senior management

Follow due diligence

Offer interim solutions

Resolve swiftly at all costs