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.
Correct Answer
C. Ordered counter, pressed suit, neatly cut hair, erect posture.Explanation
The four elements of a professional appearance are an ordered counter, a pressed suit, neatly cut hair, and an erect posture. These elements contribute to a polished and organized look, which is important in a professional setting. An ordered counter shows attention to detail and cleanliness. A pressed suit indicates professionalism and care in one's appearance. Neatly cut hair gives a well-groomed impression. Finally, an erect posture conveys confidence and professionalism.Rate this question:
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- 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.
Correct Answer
A. Stay calm.Explanation
The best tool for a teller to handle difficult customers is to stay calm. Remaining calm allows the teller to maintain control of the situation and think clearly, enabling them to effectively address the customer's concerns or issues. By staying calm, the teller can also avoid escalating the situation further and potentially diffuse any tension or conflict. This approach promotes professionalism and helps to create a positive and respectful environment for both the teller and the customer.Rate this question:
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- 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.
Correct Answer
C. Active listening and little questioning; staying calm, polite, and tactful; acting within your authority; following bank's policies and procedures.Explanation
The correct answer states that the four principles to follow when handling difficult customers are active listening, staying calm and polite, acting within your authority, and following bank's policies and procedures. This means that it is important to actively listen to the customer's concerns, remain calm and polite in order to defuse the situation, only take actions that are within your authority, and adhere to the bank's policies and procedures while addressing the customer's issue.Rate this question:
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- 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.
Correct Answer
A. Listen without interrupting; do not use jargon; treat all customers equally; maintain confidentiality.Explanation
The answer is listen without interrupting; do not use jargon; treat all customers equally; maintain confidentiality. This behavior is important for tellers to foster effective communication with customers because it shows that they are actively listening to the customer's needs and concerns without interrupting them. By not using jargon, tellers can ensure that the customer understands the information being provided. Treating all customers equally promotes fairness and respect, while maintaining confidentiality builds trust between the teller and the customer.Rate this question:
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- 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?"
Correct Answer
D. "Good morning, Mr. Hobson. How may I help you today?"Explanation
The correct answer is "Good morning, Mr. Hobson. How may I help you today?" This is the most appropriate way of greeting a customer because it is polite, professional, and shows a willingness to assist the customer with their needs. The other options include informal language or unnecessary personal comments, which may not be suitable in a professional setting.Rate this question:
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- 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).
Correct Answer
A. Commitment, customer satisfaction, efficient (error-free) service.Explanation
The three components of quality service are commitment, customer satisfaction, and efficient (error-free) service. Commitment refers to the dedication and determination to provide excellent service. Customer satisfaction is the ultimate goal of any service, ensuring that customers are happy and their needs are met. Efficient (error-free) service means delivering service in a timely and accurate manner, without any mistakes or errors. These three components work together to create a high-quality service experience for customers.Rate this question:
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- 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.
Correct Answer
C. Three times (at greeting/beginning of transaction, while transacting, at the close of transaction).Explanation
During a transaction, a teller should try to use the customer's name three times. This includes using their name at the greeting or beginning of the transaction, while transacting, and at the close of the transaction. Using the customer's name multiple times helps to personalize the interaction and make the customer feel valued and recognized. It also helps to build rapport and establish a positive customer experience.Rate this question:
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- 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.
Correct Answer
B. Greet the customer, actively listen to his/her request, ask probing questions, resolve customer's concern, close conversation on a positive note.Explanation
The correct answer is "Greet the customer, actively listen to his/her request, ask probing questions, resolve customer's concern, close conversation on a positive note." This answer provides a comprehensive and effective approach to responding to a customer's banking needs. By greeting the customer and actively listening to their request, the banking representative can gather important information. Asking probing questions allows for further clarification and understanding of the customer's needs. Resolving the customer's concern demonstrates excellent customer service, and closing the conversation on a positive note leaves a lasting impression.Rate this question:
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- 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.
Correct Answer
A. Safe deposit box.Explanation
A safe deposit box is the most suitable recommendation for a customer who carries excessive valuables in a briefcase. This option ensures the highest level of security and protection for the valuables, as they are stored in a secure environment within a bank. Personal savings or checking accounts do not provide the same level of physical security, while leaving the valuables locked in the customer's office may not be safe or reliable.Rate this question:
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- 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.
Correct Answer
B. Installment loan.Explanation
Customers generally request an installment loan for purchasing a car. An installment loan is a type of loan where the borrower receives a lump sum of money and repays it in fixed monthly installments over a set period of time. This type of loan is commonly used for large purchases, such as buying a car, as it allows the borrower to spread out the cost of the purchase over time. Unlike a mortgage or home equity loan, which are specifically used for purchasing or refinancing a home, an installment loan can be used for various purposes, including buying a car.Rate this question:
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- 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.
Correct Answer
D. Personal checking account.Explanation
A personal checking account would be the most suitable product for a customer who purchases money orders to pay bills. This type of account allows the customer to easily manage their day-to-day expenses and make regular bill payments. It provides features such as check writing, debit card access, and online banking, which are convenient for bill payments. Additionally, a personal checking account offers the necessary flexibility and accessibility for the customer's personal financial needs.Rate this question:
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- 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.
Correct Answer
B. Business savings account.Explanation
Based on the information provided, the customer's account balance is consistently high and they are not earning any interest on their checking account. Therefore, it would be beneficial for the customer to open a business savings account, which typically offers higher interest rates compared to checking accounts. This would allow the customer to earn interest on their high balance and maximize their savings.Rate this question:
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- 13.
FDIC insures funds based on the ownership of the personal checking account.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The explanation for the given correct answer is that the FDIC (Federal Deposit Insurance Corporation) does indeed insure funds based on the ownership of the personal checking account. This means that if a bank fails, the FDIC will guarantee the safety of the funds in the personal checking account up to a certain limit, usually $250,000 per depositor. This insurance provides peace of mind to individuals and helps protect their money in the event of a bank failure.Rate this question:
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- 14.
Contents of safe deposit boxes are covered by FDIC insurance.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The FDIC (Federal Deposit Insurance Corporation) provides insurance coverage for deposits made in banks, not for the contents of safe deposit boxes. Safe deposit boxes are used to store personal belongings and valuables, but they are not covered by FDIC insurance. Therefore, the statement is false.Rate this question:
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