Building Customer Trust & Ethical Banking Practices

What is an example of mis-selling in banking?

• a) Selling a high-risk product to a customer without proper disclosure
• b) Advising a customer to save regularly
• c) Offering a loan with competitive interest rates

Why is ethics important in Access Bank's retail banking operations?

• a) It increases social media engagement
• b) It builds trust and supports long-term success
• c) It reduces customer complaints only

Which of the following best defines ethics in retail banking?

• a) Following customer preferences
• b) Upholding moral principles like fairness and integrity in transactions
• c) Meeting monthly sales targets

Which ethical principle is violated when a bank fails to explain charges clearly?

• a) Confidentiality
• b) Fairness
• c) Transparency

What principle is demonstrated when a bank admits a system failure and compensates customers?

• a) Responsibility
• b) Integrity
• c) Confidentiality

Which outcome is likely when a bank engages in unethical practices?

• a) Increased customer engagement
• b) Legal issues and reputational damage
• c) Higher customer savings

What is a key benefit of maintaining customer trust in banking?

• a) Long-term customer loyalty
• b) Reduced staff workload
• c) Increased data storage needs

Which of these is a consequence of hiding charges from customers

• a) Increased transparency
• b) Loss of trust
• c) Improved product uptake

What role should a banker play in upholding ethical standards?

• a) Focus on meeting only personal targets
• b) Prioritize business over compliance
• c) Promote transparency and protect customer interests

Which of the following most accurately defines 'trust' in retail banking?

• a) Following internal protocols
• b) Belief in the reliability and transparency of the bank
• c) Number of customer accounts