Preview Questions Customer Service Representative | Role Specific Skill

Question 1: A customer reports that their bank statement is showing errors, but you cannot see any discrepancies in the system. How do you proceed?

Which action should you take?

Choose only one option

Verify the customer's details, ask for more specific information, and investigate further

Close the issue as there are no errors found

Tell the customer to review their statement themselves

Suggest the customer check with the transaction originators

Question 2: 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 3: What is the key benefit of paraphrasing a customer's query before responding?

Which action should you take?

Choose only one option

Saves time during the call

Reduces the complexity of the query

Enhances overall communication speed

Confirms understanding and ensures clarity

Question 4: What would be your approach to onboarding a high-net-worth individual?

Which action should you take?

Choose only one option

All of the above

Personalize communication

Simplify processes

Assign a dedicated manager

Question 5: How can leveraging CRM tools enhance customer interactions in BFSI?

Which action should you take?

Choose only one option

Automates product recommendations

Increases manual intervention

Improves data-driven insights

Reduces dependency on customer feedback

Question 6: What is the best way to handle a situation where a customer's request conflicts with company policy, but they demand a specific solution?

Which action should you take?

Choose only one option

Agree with the customer to avoid further conflict

Direct them to someone who is authorized to overrule policies

Clearly explain the policy, offer alternatives that meet their needs

Tell the customer their request is impossible and ignore their needs