CBT Customer Service & Communication 2 — Questions and Answers
Question 1: A customer is shouting at the counter because a check deposit is on hold. What should a teller do first?
- Call security so the customer is escorted out
- Explain the bank's Regulation CC hold policy in detail right away
- Tell the customer to lower their voice or you won't help them
- Stay calm, listen without interrupting, and acknowledge the customer's frustration (Correct answer)
Correct answer: Stay calm, listen without interrupting, and acknowledge the customer's frustration
Active listening and acknowledging feelings lowers the tension before you explain anything.
Question 2: Which phrase best shows empathy to a customer whose debit card was declined?
- "Cards get declined all the time, it's normal."
- "You probably overdrew your account."
- "I understand how frustrating that must be. Let's find out what happened." (Correct answer)
- "That's not our fault; the system declined it."
Correct answer: "I understand how frustrating that must be. Let's find out what happened."
Empathetic language validates the customer's feeling and commits to helping.
Question 3: A customer asks a question the teller cannot answer. What is the most professional response?
- Guess at the answer so the customer isn't kept waiting
- Say it isn't your department
- Tell the customer to call the bank's 800 number
- "Let me find out for you" and then get the answer from a supervisor or resource (Correct answer)
Correct answer: "Let me find out for you" and then get the answer from a supervisor or resource
Taking ownership and getting accurate information keeps trust and prevents misinformation.
Question 4: While serving one customer, a teller sees another customer join a long line. What is the best practice?
- Ignore the line until the current transaction is done
- Leave the current customer to start the new one
- Make eye contact or briefly acknowledge the waiting customer, then finish the current transaction (Correct answer)
- Ask the current customer to hurry up
Correct answer: Make eye contact or briefly acknowledge the waiting customer, then finish the current transaction
A quick acknowledgment makes waiting customers feel noticed without shortchanging the person being served.
Question 5: Which of these is an example of nonverbal communication at the teller window?
- Saying "Thank you for banking with us"
- Writing the balance on a receipt
- Explaining an account fee
- Smiling and keeping an open posture (Correct answer)
Correct answer: Smiling and keeping an open posture
Facial expressions and posture send messages without words.
Question 6: A customer uses a lot of banking jargon incorrectly. How should the teller handle it?
- Correct the customer's terminology in front of others
- Respond using even more technical terms
- Process whatever the customer literally asked for
- Gently clarify, using plain language, to confirm what the customer needs (Correct answer)
Correct answer: Gently clarify, using plain language, to confirm what the customer needs
Plain-language clarification avoids errors and keeps the customer from feeling embarrassed.
Question 7: What is the main purpose of paraphrasing a customer's request back to them?
- To show the teller is more knowledgeable
- To take up time while the system loads
- To confirm understanding and prevent transaction errors (Correct answer)
- To meet a federal disclosure requirement
Correct answer: To confirm understanding and prevent transaction errors
Paraphrasing checks that the teller has understood the request correctly before acting.
