RBC Communication and Interpersonal Skills 2

Question 1

A client calls to inquire about a banking service they don't fully understand. The most appropriate response is to:

Accepted Answer

Provide a clear, concise explanation tailored to their level of understanding

Answer

Providing a clear, tailored explanation directly addresses the client's need and builds trust in your competence.

Question 2

Which of the following is an example of non-verbal communication that can impact a client interaction?

Accepted Answer

Maintaining eye contact and an open posture during a meeting

Answer

Eye contact and open posture are non-verbal signals that convey confidence, engagement, and trustworthiness.

Question 3

When a client asks a question you cannot immediately answer, the best approach is to:

Accepted Answer

Tell the client you will find out and follow up promptly

Answer

Committing to find the answer and following up promptly demonstrates reliability and respect for the client.

Question 4

Constructive feedback to a colleague should be:

Accepted Answer

Specific, focused on behavior, and delivered privately

Answer

Specific, behavior-focused feedback delivered privately is more effective and maintains the colleague's dignity.

Question 5

In professional written communication such as client emails, which practice is most important?

Accepted Answer

Keeping messages clear, concise, and free of errors

Answer

Clear, concise, error-free writing ensures your message is understood and reflects professional competence.

RBC - Online Assessment Practice Test