SOFT SKILLS TRAINING TEST, NOVEMBER, 2021

Dozie Queen called GTConnect as an irate customer and requested for her online banking login details. As a CCA, what should you do?

• Retrieve her account details, apologize because she is irate and refer her to the branch to have her request treated.

• Obtain her account details, apologize, authenticate and send login details to her registered email address.

• No authentication is required since she is an irate customer and as such the requested should be treated immediately.

• Inform her to calm down and advise her to contact her account officer to send her login details to her registered email address.

We authenticate customers to be sure the right account holder is on the call. However, we do not authenticate for any of the following EXCEPT.....

• Uncredited NIPS transfer

• Dispense error

• Failed bills payment

• Blocked funds for airtime and Card Transaction

The following are steps to active listening EXCEPT.......

• Stay Focused and give verbal acknowledgement nods

• Take Notes and Paraphrase

• Probe

• Multi tasking

Esther Ajagba engaged you as a customer representative personnel and requested for her account statement. How many authentication question(s) must she answer correctly before you can treat her request (break it down)?

• Customer must answer 3 questions correctly (1 bio data, 1 transaction and 1 additional)

• Customer must answer 6 questions correctly (2 bio data, 2 transaction and 2 additional)

• Customer must answer 2 questions correctly (1 bio data, 1 transaction)

• Customer must answer 4 questions correctly (2 bio data, 1 transaction and 1 additional)

The following are part of Bio-data authentication question, EXCEPT ........

• Please confirm your date of birth

• Please confirm the state of origin on your account

• Please confirm your mother's maiden name

• Please confirm the registered email address on your account

Active listening is a technique that allows you to fully concentrate, understand, respond and then remember what has been said by the customer. This statement is....

• False

• True

• Incomplete

• Fallacious

The ability to sense other people's emotions or imagine what that person might be thinking or connect with that person's feeling is called .......

• Sympathy

• Professionalism

• Empathy

• Good customer service

Placing a customer on hold is very important. How long is the first time hold and what standard script are you expected to use?

• 60 seconds & "May I please place you on hold while I ......"

• 60 seconds & "Please stay on hold while I ......"

• 60 seconds & "Kindly hold on the line while I ......"

• 60 seconds & "Please hold the line while I ......"

You are on a call with Alhaji Suleiman and there is a need to place the call on hold for the second time. What is the maximum time for a second hold?

• Maximum of 3 minutes

• Maximum of 1 minute

• No specific time frame

• Maximum of 5 minutes

Justice Samson, requested for his online banking login details but he could not answer authentication questions. What would you do?

• Agent should inform his/her supervisor immediately to get clarity on the next line of action to take

• Agent should give the customer a clue to enable her remember the details on the account

• Agent should refer customer to account officer immediately

• Agent should suggest customer should call back once customer can remember answers to authentication questions