RBC Problem-Solving and Decision-Making 2 — Questions and Answers
Question 1: A bank teller notices a long queue forming and only two of four windows are open. The optimal first step is to:
- Ask customers to come back later
- Alert a supervisor so additional staff can open more windows (Correct answer)
- Process transactions faster by skipping verification steps
- Close one of the two open windows to consolidate the line
Correct answer: Alert a supervisor so additional staff can open more windows
Alerting a supervisor to deploy additional staff addresses the root cause of the bottleneck without compromising service quality or security.
Question 2: When evaluating two solutions to a workplace problem, the MOST important criterion is:
- How quickly each solution can be implemented
- Whether each solution actually resolves the root cause (Correct answer)
- Which solution was suggested by the most senior person
- How many people support each solution
Correct answer: Whether each solution actually resolves the root cause
Solutions that address the root cause prevent recurrence, whereas quick or popular fixes may only address symptoms.
Question 3: A customer complains that their account statement contains an error. Before escalating, you should first:
- Apologize and immediately issue a credit
- Review the account transaction history to verify whether an error exists (Correct answer)
- Tell the customer errors are uncommon and unlikely
- Transfer the call immediately to a manager
Correct answer: Review the account transaction history to verify whether an error exists
Verifying the facts before acting prevents unnecessary credits or escalations and ensures an accurate resolution.
Question 4: Which of the following best describes 'satisficing' in decision-making?
- Selecting the option that perfectly maximizes all outcomes
- Choosing the first option that meets a minimum acceptable threshold (Correct answer)
- Deferring every decision to a committee
- Refusing to decide until all information is available
Correct answer: Choosing the first option that meets a minimum acceptable threshold
Satisficing means choosing a 'good enough' solution that meets minimum criteria rather than exhaustively searching for the optimal one.
Question 5: During a team brainstorming session, one member dominates with criticism. The best response is to:
- End the session early
- Remind the group that evaluation comes after idea generation (Correct answer)
- Ask the critical member to lead the meeting
- Only record ideas from quieter members
Correct answer: Remind the group that evaluation comes after idea generation
Separating idea generation from evaluation is a core brainstorming rule that keeps creativity flowing before judgment is applied.
Question 6: An analyst receives conflicting data from two sources about a market trend. The best next step is to:
- Use the data that supports the preferred conclusion
- Seek a third independent source to reconcile the discrepancy (Correct answer)
- Discard both sources and estimate manually
- Present both conflicting conclusions to the client without comment
Correct answer: Seek a third independent source to reconcile the discrepancy
A third source provides additional evidence to resolve the conflict objectively rather than choosing data based on bias.
Question 7: A loan officer must decide whether to approve a borderline application. The MOST structured approach is to:
- Approve based on personal intuition about the applicant
- Apply the bank's defined credit scoring criteria consistently (Correct answer)
- Deny all borderline cases to minimize risk
- Ask a colleague what they would do without reviewing the file
Correct answer: Apply the bank's defined credit scoring criteria consistently
Consistently applying established credit criteria ensures fair, defensible decisions that align with regulatory and institutional standards.
RBC Problem-Solving and Decision-Making 2
A bank teller notices a long queue forming and only two of four windows are open.
The optimal first step is to: