NEW INTAKE FIRST ASSESSMENT TEST (FEB,2021)

Jacob Wilson called into GTConnect around 11:30am, what would be your opening script?

• Good morning, my name is ......go ahead, I can hear you.

• Good morning, my name is ......whats your account number?

• Good morning, my name is ...... May I please have your account number?

• Good afternoon, my name is...... How may I assist you?

You are on a call with Fredrick Chiwendu and you need to place the customer on hold for the first time. What standard script would you use?

• May I please place you on hold while I ......

• Please stay on hold while I ......

• Kindly hold on the line while I ......

• May I place you on hold while I ......

. Kadijat Anisulowo, complained of an uncredited nips transfer to other banks, how many authentication is required before her complaint can be treated?

• 3

• 4

• 5

• 6

Mr Adekunle requested for online banking login details but has his friend's e-mail address. What information would you give to the customer?

• Inform customer to fill indemnity form to enable us send login details to his friend's email

• He should send a signed written instruction to GTconnect

• He should dictate his friend's email address for login details to be sent.

• Login details is sent to customer's registered e-mail address with GTBank. Suggest customer visit the branch to update email address on account.

Makinde Adeyemi, a student of University of Lagos engaged you as a CCR and you have resolved his issue. What would be your closing script?

• Thank you for choosing Guaranty Trust Bank

• Thank you for choosing GTBank, do have a good day

• Thank you for choosing Guaranty Trust Bank, enjoy the rest of your day

• Thank you for choosing Guaranty Trust Bank, do have a good day

Fidelis Onuchukwu, lodged a complaint and you resolved his issue. On which application would you put your interaction with him?

• CRM

• Basis

• Postilion

• Nuban checker

Olori Moyin complained that she initiated a NEFT transfer of N100,000 after 1pm today and beneficiary is yet to get value. What could be the issue?

• Beneficiary will get value the next working day

• It could be network issue

• Beneficiary will get value the next day

• Customer should calm down as it would be escalated to the unit in charge

Badore Blessing engaged you and requested for her online banking login details. The application to send online banking login details to customer is ........

• Postilion

• CRM

• Basis

• Single sign on

Orji Favour engaged you and inquired the cost of a hardware token ........

• #2,005

• #2,205

• #2,688

• #2,305

Bello Johnson inquired status of a dispense error that has already been logged. On which application would you confirm the status of the dispense error?

• Extraswitch

• Postilion

• CRM

• Clearing tracker