CRM Evaluation Quiz

"Leverage is great because it allows you to open a much larger trading position with a small amount of capital, helping to boost your profits."

How should the "Accuracy/Comprehensiveness" (4-point scale) be evaluated for this response?

• 4 points – The information provided by the CR is technically accurate.

• 2–3 points – The information is correct but incomplete; it could be improved.

• 0–1 point – The information is inaccurate and misleading as it omits the core risk.

• Not Applicable (N/A) – This is considered an advanced trading concept.

During an inbound call, a client asks why their POI was rejected. After resolving the issue, the CR needs to document the case. Which of the following proper Case Documentation according to QA standards?

• Status: Closed; Result: Resolved; Result details: Explained reason for rejection.

• Subject: Inbound Call-12345; Call Rating: Positive; Contact Reason: Document Inquiry.

• Issue type: Account Verification; Description/Internal Notes: Client called about rejected POI. Explained that the document was blurry and advised on resubmission requirements.

• Comments: Client understood the issue and will re-upload the document.

A CRM makes an outbound call to a previously active trader who has recently become inactive (e.g., no trading activity for 2 weeks). Which approach best reflects a full score (4 points) in Personalised Value Delivery?

• "Hello, I see you're an active trader. We have many tools and promotions—would you like to hear more?"

• "I've noticed a change in your trading volume recently. Are you facing any challenges or have new goals?" After the client expresses concerns , CR can follow from there

• "Hi, I’m just checking if everything is okay with your account. Do you need any help?"

• The CR recommends a specific trading strategy they believe would help the client profit more, based on their trading pairs.

A client asks about the risks of using high leverage. What is the best practice response during the call?

• Higher leverage = higher potential profit = faster withdrawal opportunities.

• Market volatility → Equity drops → Margin Call → Positions may be forcibly closed.

• Large position size → Market moves against the trade → Equity decreases significantly → Margin Call triggered → Positions closed unless more funds are added.

• Higher leverage = lower margin requirement = more trades opened simultaneously.

Inbound call, A client asks about the Non-Farm Payrolls (NFP) schedule. Which of the following is the most accurate answer?

• The report is released on the first Friday of every month at 6:30 a.m. EST.

• The report is released on the first working day of each month.

• The report is usually released on the first Friday of each month at 8:30 a.m. EST, but may shift (e.g., to Thursday) if Friday is a U.S. national holiday.

• The report is published quarterly by the Federal Reserve.

A trader wants to know when the market typically has the highest liquidity and volatility. Which answer is most accurate?

• During the Tokyo session, as it’s the first major financial hub to open.

• Volatility is typically highest during the overlap between the London and New York sessions. However, major news releases and geopolitical events can also trigger high volatility at any time.

• Late Friday when traders are closing positions before the weekend.

• During the Sydney session, as it marks the start of the trading week.

A client trading XAUUSD complains about significant slippage during a news event, stating that the price on another platform was “smoother.” What is the most professional CRM response?

• All platforms experience slippage; if you're trading with us, you should follow our pricing.

• Let me escalate this to the technical team to check the logs and get back to you.

• Exness is one of the most reputable brokers, so the slippage isn't significant—just continue trading with us.

• XAUUSD is highly volatile during news events, and prices may differ between platforms due to execution models and liquidity. Exness uses market execution, reflecting real-time supply and demand, so slippage can occur. You can always check historical prices for comparison.

A client who frequently trades XAUUSD via the Exness Trade App (but does not use Stop Loss) has been inactive for about 20 days. Which approach best reflects Personalised Value Delivery during an outbound retention call?

• Call to remind the client to use SL to avoid stop-out, as it’s a basic trading rule.

• Do nothing, as this might simply be the client’s trading style.

• Reach out with a friendly check-in about their trading style and goals, and offer a guide to the Risk Calculator in the Exness Trade App.

• Recommend switching to a less volatile instrument for safer trading.