Geico Assessment Test Geico Knowledge 4

Question 1

A customer calls upset about a billing error. What is the best first step for a representative?

Accepted Answer

Listen actively and acknowledge the concern

Answer

Argue that the customer is wrong

Answer

Transfer the call immediately

Answer

Hang up and call back later

Question 2

When handling a customer's personal information, a GEICO employee should always:

Accepted Answer

Protect it and follow privacy/confidentiality policies

Answer

Share it freely with coworkers

Answer

Post it for reference

Answer

Discuss it publicly

Question 3

A caller wants to file a claim after a car accident. What information is most relevant to collect first?

Accepted Answer

Details of the accident and policy information

Answer

Their favorite color

Answer

Their dinner plans

Answer

The weather next week

Question 4

Which behavior best demonstrates strong customer service?

Accepted Answer

Showing empathy and clearly explaining next steps

Answer

Rushing the customer off the phone

Answer

Using technical jargon to confuse them

Answer

Ignoring follow-up questions

Question 5

If a representative does not know the answer to a customer's question, the best approach is to:

Accepted Answer

Find the correct information or escalate appropriately

Answer

Guess to sound confident

Answer

Tell the customer to figure it out

Answer

End the call

Question 6

A customer is angry and raising their voice. The representative should:

Accepted Answer

Stay calm, professional, and focus on solving the issue

Answer

Match their tone and raise their own voice

Answer

Put them on hold indefinitely

Answer

Take it personally and react emotionally

Question 7

Why is following established procedures important in an insurance call center?

Accepted Answer

It ensures consistency, compliance, and fair treatment

Answer

It slows everyone down for no reason

Answer

It only benefits managers

Answer

It is optional and rarely matters