Preview Questions Customer Service Representative | Role Specific Skill

Question 1: A customer is asking for a product that is unavailable, but you know a similar product could meet their needs. What would you suggest?

Which action should you take?

Choose only one option

Tell the customer to look for alternatives elsewhere

Explain the benefits of the similar product and offer it as a solution

Suggest the customer wait for the unavailable product

Offer a discount on a future purchase as compensation

Question 2: How does proactive problem identification improve customer satisfaction in BFSI?

Which action should you take?

Choose only one option

Enhances transparency

Prevents major issues

Simplifies reporting

Reduces service costs

Question 3: What is the most effective way to handle a situation where a customer requests a solution that is outside company policy?

Which action should you take?

Choose only one option

Promise to follow up without providing any clarity on the outcome

Explain the policy limitations and offer alternative solutions

Ignore the policy and process the request anyway

Agree to make an exception and fulfill their request

Question 4: A client escalates a legal discrepancy in their account history. What is your immediate step?

Which action should you take?

Choose only one option

Request client-provided proof

Review historical data and collaborate

Investigate internally before escalating

Escalate to the legal team

Question 5: Which of the following best describes a credit rating?

Which action should you take?

Choose only one option

The rating of a stock

The rating for loan eligibility

The score based on income

The financial stability indicator

Question 6: What is the ideal response time for a client query in BFSI?

Which action should you take?

Choose only one option

Within 24 hours

4 hours

1 hour

Depends on SLA