Geico Assessment Test Geico Assessment Test Situational Judgment 3

Question 1

A customer believes they were charged incorrectly but becomes rude when you try to explain. After two attempts, they still refuse to listen. What is the BEST next step?

Accepted Answer

Politely offer to send a written explanation and schedule a follow-up call when they are ready to discuss

Answer

Match their tone to assert authority

Answer

Hang up and close the account

Answer

Agree with them just to end the call

Question 2

You realize mid-conversation that you gave a customer incorrect information about their coverage. What should you do?

Accepted Answer

Immediately correct the error, apologize clearly, and ensure the customer has the accurate information before ending the call

Answer

Hope the customer does not act on the wrong information

Answer

Wait until after the call to send a correction email

Answer

Say nothing and note the error in the file for others to handle

Question 3

A customer asks you to process a change to their policy that you believe is not in their best interest but is legal and within their rights. How should you respond?

Accepted Answer

Inform the customer of any potential negative consequences, confirm they understand, and then process the change as requested

Answer

Refuse to make the change since you believe it is unwise

Answer

Make the change as requested without any comment

Answer

Transfer the call so you do not have to be responsible for the outcome

Question 4

You notice that a colleague consistently takes longer breaks than allowed, which leaves the team short-staffed. What is the MOST appropriate action?

Accepted Answer

Speak with the colleague privately first; if the behavior continues, raise it with a supervisor

Answer

Cover for them every time without saying anything

Answer

Directly confront the colleague in front of customers

Answer

Report them to HR immediately without speaking to them first

Question 5

A customer calls to dispute a claim decision that is outside your expertise. What is the BEST response?

Accepted Answer

Acknowledge the complexity, let the customer know you will connect them with the right expert, and ensure a warm transfer

Answer

Guess at an answer to appear knowledgeable

Answer

Tell the customer to call back later

Answer

Deny the claim is disputable and end the call

Question 6

During an underwriting assessment call, a customer hesitates and then says they have 'no violations' when you can see two speeding tickets on their motor vehicle report. What should you do?

Accepted Answer

Professionally note that the motor vehicle report shows two violations and ask the customer to confirm their driving history accurately

Answer

Accept their statement to avoid an awkward confrontation

Answer

Ignore the discrepancy since it may be a data error

Answer

Immediately flag the account as fraudulent and end the call