Preview Questions Customer Service Representative | Role Specific Skill

Question 1: If a customer insists that a staff member provided incorrect information, how do you handle this complaint?

Which action should you take?

Choose only one option

Apologize without addressing the actual error

Listen to the complaint, verify the details, and offer corrective action

Deny the mistake and insist the customer is wrong

Ignore the complaint and continue with the original instructions

Question 2: What is the main advantage of investing in a tax-deferred annuity compared to an immediate annuity?

Which action should you take?

Choose only one option

Immediate annuities provide guaranteed income, but tax-deferred annuities do not

Tax-deferred annuities are riskier than immediate annuities

Immediate annuities have no tax benefits

The tax-deferred annuity allows earnings to grow without being taxed until withdrawal

Question 3: What is the best strategy when resolving a conflict regarding a misunderstanding of product fees?

Which action should you take?

Choose only one option

Avoid discussing the fees directly

Apologize, explain the breakdown of fees, and clarify any confusion

Tell the customer that the fees cannot be changed

Agree to waive the fees as a compromise

Question 4: What approach would you take when a customer has filed a formal complaint but does not follow up for weeks?

Which action should you take?

Choose only one option

Reach out with an update and request feedback for resolution

Close the case as they have not followed up

Wait for them to initiate further communication

Notify them that the complaint will be closed soon

Question 5: You identify a regulatory compliance issue in a client's account. How do you resolve this without alarming the client?

Which action should you take?

Choose only one option

Conduct an internal review and inform IT

Resolve the issue discreetly

Escalate to compliance team immediately

Inform the client and then proceed

Question 6: How does sentiment analysis help in customer service interactions?

Which action should you take?

Choose only one option

Identifies underlying customer emotions

Simplifies product recommendations

Reduces average call handling time

Ensures compliance with data privacy laws