FREE CBT Customer Service and Communication Questions and Answers

Question 1

A customer who is not a client of your bank asks you to cash a check drawn on one of your accounts.
When you inform him of the bank's policy requiring non-customers to pay a check-cashing fee, he becomes angry and accuses you of unfair treatment.
What is the MOST appropriate initial response?

Accepted Answer

Empathize with his frustration, calmly reiterate the policy, and explain the reasoning behind it.

Answer

Refer him to your manager to handle the complaint.

Answer

Refuse to cash the check because of his hostile behavior.

Answer

Waive the fee to avoid a conflict and satisfy the individual.

Question 2

Which of the following is the best example of using an open-ended question to understand a customer's needs?

Accepted Answer

"What kind of financial goals are you hoping to achieve in the next few years?"

Answer

"Are you here to make a deposit today?"

Answer

"Do you need to order more checks?"

Answer

"Can I help you with a withdrawal?"

Question 3

A teller is processing a transaction for a regular customer, Mr. Smith. A person in line behind Mr. Smith asks the teller for the balance of his own account. To maintain customer confidentiality, what should the teller do?

Accepted Answer

Complete Mr. Smith's transaction, then ask the second person for identification before providing any account information.

Answer

Provide the balance quietly to not disturb Mr. Smith.

Answer

Ask the person to wait until Mr. Smith has left the window before asking.

Answer

Loudly announce that account information cannot be shared in front of other customers.

Question 4

A customer seems flustered while explaining a problem with their account. Which active listening technique is most effective for ensuring the teller understands the issue correctly?

Accepted Answer

Paraphrasing the customer's concerns and asking for confirmation.

Answer

Finishing the customer's sentences to speed up the conversation.

Answer

Relating a personal story to show you understand their situation.

Answer

Immediately suggesting a solution before they finish explaining.

Question 5

During a routine transaction, a teller notices a customer has a large checking account balance but no savings account. Which of the following is the most appropriate way to initiate a conversation about opening a savings account?

Accepted Answer

"I see you maintain a healthy checking balance. Have you considered an interest-bearing savings account to help your money grow?"

Answer

"You have a lot of money in your checking account; you should open a savings account."

Answer

"Our savings accounts are great, do you want to open one?"

Answer

"You're losing money by not having your funds in a savings account."

Question 6

Which of the following is a primary goal of effective communication in banking?

Accepted Answer

Building trust and long-term relationships with customers.

Answer

Processing transactions as quickly as possible.

Answer

Strictly enforcing all bank rules without exception.

Answer

Minimizing the time spent talking with each customer.