Geico Assessment Test Geico Assessment Test Situational Judgment 3 — Questions and Answers
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?
- Match their tone to assert authority
- Politely offer to send a written explanation and schedule a follow-up call when they are ready to discuss (Correct answer)
- Hang up and close the account
- Agree with them just to end the call
Correct answer: Politely offer to send a written explanation and schedule a follow-up call when they are ready to discuss
Offering a written summary and a scheduled follow-up de-escalates the call while ensuring the customer receives accurate information.
Question 2: You realize mid-conversation that you gave a customer incorrect information about their coverage. What should you do?
- Hope the customer does not act on the wrong information
- Immediately correct the error, apologize clearly, and ensure the customer has the accurate information before ending the call (Correct answer)
- Wait until after the call to send a correction email
- Say nothing and note the error in the file for others to handle
Correct answer: Immediately correct the error, apologize clearly, and ensure the customer has the accurate information before ending the call
Promptly correcting misinformation during the call prevents the customer from making decisions based on wrong information.
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?
- Refuse to make the change since you believe it is unwise
- Make the change as requested without any comment
- Inform the customer of any potential negative consequences, confirm they understand, and then process the change as requested (Correct answer)
- Transfer the call so you do not have to be responsible for the outcome
Correct answer: Inform the customer of any potential negative consequences, confirm they understand, and then process the change as requested
Respecting customer autonomy while ensuring they have all relevant information is the balanced, professional approach.
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?
- Cover for them every time without saying anything
- Directly confront the colleague in front of customers
- Speak with the colleague privately first; if the behavior continues, raise it with a supervisor (Correct answer)
- Report them to HR immediately without speaking to them first
Correct answer: Speak with the colleague privately first; if the behavior continues, raise it with a supervisor
A private conversation first is professional and respectful; escalation to a supervisor is appropriate if the issue persists.
Question 5: A customer calls to dispute a claim decision that is outside your expertise. What is the BEST response?
- Guess at an answer to appear knowledgeable
- Acknowledge the complexity, let the customer know you will connect them with the right expert, and ensure a warm transfer (Correct answer)
- Tell the customer to call back later
- Deny the claim is disputable and end the call
Correct answer: Acknowledge the complexity, let the customer know you will connect them with the right expert, and ensure a warm transfer
Acknowledging limitations and ensuring a warm transfer to the right specialist maintains customer trust and ensures proper resolution.
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?
- Accept their statement to avoid an awkward confrontation
- Ignore the discrepancy since it may be a data error
- Professionally note that the motor vehicle report shows two violations and ask the customer to confirm their driving history accurately (Correct answer)
- Immediately flag the account as fraudulent and end the call
Correct answer: Professionally note that the motor vehicle report shows two violations and ask the customer to confirm their driving history accurately
Discrepancies between stated and recorded information must be addressed professionally and factually to ensure accurate underwriting.
Geico Assessment Test Geico Assessment Test Situational Judgment 3
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?