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.
Safe deposit box.
Personal savings account.
Personal checking account.
Leave the valuables locked in customer's office.
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"How ya doing today, Mr. Hobson. It is so good to see ya here."
"How are you doing today, Mr. Hobson?"
"Good morning, Mr. Honson. How are you today?"
"Good morning, Mr. Hobson. How may I help you today?"
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Listen without interrupting; do not use jargon; treat all customers equally; maintain confidentiality.
Talk more, listen less; pronounce customer's name correctly; maintain confidentiality; be patient with customers.
Speak loudly and fast; maintain eye contact; treat all customers equally; maintain confidentiality.
Listen without interrupting; pronounce customer's name correctly; treat all customers equally; discuss customer's issue outside of the workplace.
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Mortgage and home equity loan.
Installment loan.
Credit card.
Small business administration loan.
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True
False
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Commitment, customer satisfaction, efficient (error-free) service.
Enthusiasm, customer satisfaction, speedy service.
Commitment, teller's satisfaction, speedy service.
Enthusiasm, teller's satisfaction, efficient (error-free service).
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Clean counter, pressed suit, pony tails, aromatic perfume.
Counter with ordered fashion/tabloid magazines, orange suit, styled hair cut, erect posture.
Ordered counter, pressed suit, neatly cut hair, erect posture.
Clean counter, jeans and pressed shirt, styled hair cut, visible tattoos.
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Greet the customer, passively listen to his/her request, ask probing questions, resolve customer's concern, close conversation on a positive note.
Greet the customer, actively listen to his/her request, ask probing questions, resolve customer's concern, close conversation on a positive note.
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.
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.
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Active listening and abundant inquiry; staying calm and eagerly countering customer's arguments; acting within your authority; following bank's policies and procedures.
A lot of inquiry, little listening; staying calm, polite, and tactful; solving issue without supervisor's attention; explaining bank's policies and procedures.
Active listening and little questioning; staying calm, polite, and tactful; acting within your authority; following bank's policies and procedures.
Actively listening, little inquiry; refusal to distance yourself from critical customers; solving complaints on behalf of supervisor; explaining bank's policies and procedures.
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True
False
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Business checking account.
Business savings account.
Personal checking account.
Personal savings account.
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Once (at greeting/beginning of transaction).
Twice (at greeting/beginning of transaction and closing of transaction).
Three times (at greeting/beginning of transaction, while transacting, at the close of transaction).
As many times as possible.
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Business savings account.
Business checking account.
Personal savings account.
Personal checking account.
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Quiz Review Timeline (Updated): Mar 21, 2023 +
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Primebeef Co. Customer Service
Serving only quality products and excellent courtesy.
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