Providing Quality Customer Service
This quiz measures the quiz taker's ability to respond to bank customers' expectations, to communicate with them effectively, to explain the banking rules, products, and services, and to manage difficult customers professionally.
- 1.What are the four elements of a professional appearance?
- A.
Clean counter, pressed suit, pony tails, aromatic perfume.
- B.
Counter with ordered fashion/tabloid magazines, orange suit, styled hair cut, erect posture.
- C.
Ordered counter, pressed suit, neatly cut hair, erect posture.
- D.
Clean counter, jeans and pressed shirt, styled hair cut, visible tattoos.
- 2.What is teller's best tool for handling difficult customers?
- A.
Stay calm.
- B.
Leave your work area immediately.
- C.
Stay silent.
- D.
Fight back.
- 3.What are the four principles to follow when handling difficult customers?
- A.
Active listening and abundant inquiry; staying calm and eagerly countering customer's arguments; acting within your authority; following bank's policies and procedures.
- B.
A lot of inquiry, little listening; staying calm, polite, and tactful; solving issue without supervisor's attention; explaining bank's policies and procedures.
- C.
Active listening and little questioning; staying calm, polite, and tactful; acting within your authority; following bank's policies and procedures.
- D.
Actively listening, little inquiry; refusal to distance yourself from critical customers; solving complaints on behalf of supervisor; explaining bank's policies and procedures.
- 4.What are the four kinds of behavior that tellers can use to foster effective communication with customers?
- A.
Listen without interrupting; do not use jargon; treat all customers equally; maintain confidentiality.
- B.
Talk more, listen less; pronounce customer's name correctly; maintain confidentiality; be patient with customers.
- C.
Speak loudly and fast; maintain eye contact; treat all customers equally; maintain confidentiality.
- D.
Listen without interrupting; pronounce customer's name correctly; treat all customers equally; discuss customer's issue outside of the workplace.
- 5.What is the appropriate way of greeting the customer?
- A.
"How ya doing today, Mr. Hobson. It is so good to see ya here."
- B.
"How are you doing today, Mr. Hobson?"
- C.
"Good morning, Mr. Honson. How are you today?"
- D.
"Good morning, Mr. Hobson. How may I help you today?"
- 6.What are the three components of quality service?
- A.
Commitment, customer satisfaction, efficient (error-free) service.
- B.
Enthusiasm, customer satisfaction, speedy service.
- C.
Commitment, teller's satisfaction, speedy service.
- D.
Enthusiasm, teller's satisfaction, efficient (error-free service).
- 7.How many times should a teller try to use customer's name during transaction?
- A.
Once (at greeting/beginning of transaction).
- B.
Twice (at greeting/beginning of transaction and closing of transaction).
- C.
Three times (at greeting/beginning of transaction, while transacting, at the close of transaction).
- D.
As many times as possible.
- 8.What are the five steps to follow to effectively respond to customer's banking needs?
- A.
Greet the customer, passively listen to his/her request, ask probing questions, resolve customer's concern, close conversation on a positive note.
- B.
Greet the customer, actively listen to his/her request, ask probing questions, resolve customer's concern, close conversation on a positive note.
- C.
Greet the customer, actively listen to his/her concern, do not restate customer's concern, do not try to resolve customer's concern, close conversation on a positive note.
- D.
Greet the customer, passively listen to his/her request, ask probing questions, do not try to resolve customer's concern, close conversation on a positive note.
- 9.What product would you recommend to a customer who carries excessive valuables in a briefcase?
- A.
Safe deposit box.
- B.
Personal savings account.
- C.
Personal checking account.
- D.
Leave the valuables locked in customer's office.
- 10.What type of loan do customer's generally request for purchasing a car?
- A.
Mortgage and home equity loan.
- B.
Installment loan.
- C.
Credit card.
- D.
Small business administration loan.
- 11.What type of product would you recommend to a customer who purchases money orders to pay bills?
- A.
Business savings account.
- B.
Business checking account.
- C.
Personal savings account.
- D.
Personal checking account.
- 12.You notice that the balance on your customer's (Harry's Soda, Inc.) account is always unusually high and no interest is earned on checking account. Which product would you recommend?
- A.
Business checking account.
- B.
Business savings account.
- C.
Personal checking account.
- D.
Personal savings account.
- 13.FDIC insures funds based on the ownership of the personal checking account.
- A.
True
- B.
False
- 14.Contents of safe deposit boxes are covered by FDIC insurance.
- A.
True
- B.
False
Questions: 15 | Attempts: 52749 | Last updated: Aug 28, 2020
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