NEW INTAKE FIRST ASSESSMENT TEST (APRIL,2021)

Jacob Wilson called into GTConnect around 11:30am, as a Customer Service Representative, what would be your opening script?

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

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

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

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

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 ......

• Please hold the line while I ......

Kadijat Anisulowo, complained of an uncredited NIP transfer to other banks. How many authentication questions 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?

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

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

• He should send a signed written instruction to GTconnect.

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

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, do have a good day

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

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

• Thank you for choosing Guaranty Trust Bank

Email is part of authentication questions when customer calls for .......

• Login details

• Dispense error

• Failed bills payment

• Uncredited inflow

The following are bio-data authentication questions, except......

• Phone number on account

• Date of birth

• Registered contact address on account

• Mother's maiden name

The reasons customers engaged GTConnect can be categorized into the following except....

• Emotional management

• Complaints

• Requests

• Enquiries

Prof Dende called GTConnect as an irate customer, but he requested for his online banking login details. As a CCA, what would you do?

• Apologize, authenticate and send login details

• No authentication is required as he is an irate customer

• Because he is irate, customer should be referred to the branch

• Inform him to calm down, then tell him to call his account officer

The following are not part of bio-data authentication question, EXCEPT ........

• Date of birth

• Branch where account was opened

• Phone number on account

• Account name