WorksheetsBuilding Customer Trust & Ethical Banking Practices
Total questions: 50
Worksheet time: 25mins
Name
Class
Date
1.
What is an example of mis-selling in banking?
a)
a) Selling a high-risk product to a customer without proper disclosure
b)
b) Advising a customer to save regularly
c)
c) Offering a loan with competitive interest rates
2.
Why is ethics important in Access Bank's retail banking operations?
a)
a) It increases social media engagement
b)
b) It builds trust and supports long-term success
c)
c) It reduces customer complaints only
3.
Which of the following best defines ethics in retail banking?
a)
a) Following customer preferences
b)
b) Upholding moral principles like fairness and integrity in transactions
c)
c) Meeting monthly sales targets
4.
Which ethical principle is violated when a bank fails to explain charges clearly?
a)
a) Confidentiality
b)
b) Fairness
c)
c) Transparency
5.
What principle is demonstrated when a bank admits a system failure and compensates customers?
a)
a) Responsibility
b)
b) Integrity
c)
c) Confidentiality
6.
Which outcome is likely when a bank engages in unethical practices?
a)
a) Increased customer engagement
b)
b) Legal issues and reputational damage
c)
c) Higher customer savings
7.
What is a key benefit of maintaining customer trust in banking?
a)
a) Long-term customer loyalty
b)
b) Reduced staff workload
c)
c) Increased data storage needs
8.
Which of these is a consequence of hiding charges from customers
a)
a) Increased transparency
b)
b) Loss of trust
c)
c) Improved product uptake
9.
What role should a banker play in upholding ethical standards?
a)
a) Focus on meeting only personal targets
b)
b) Prioritize business over compliance
c)
c) Promote transparency and protect customer interests
10.
Which of the following most accurately defines 'trust' in retail banking?
a)
a) Following internal protocols
b)
b) Belief in the reliability and transparency of the bank
c)
c) Number of customer accounts
11.
What is the main goal of Know Your Customer (KYC) regulations?
a)
a) To encourage savings
b)
b) To verify identities and prevent financial crimes
c)
c) To increase revenue from accounts
12.
Which Nigerian regulation governs anti-money laundering compliance?
a)
a) Central Finance Regulation Act
b)
b) Money Laundering (Prohibition) Act, 2011 (Amended 2012)
c)
c) Personal Finance Act
13.
Which term refers to continuous monitoring of customer transactions for suspicious activity?
a)
a) Risk-based scoring
b)
b) Single-event audit
c)
c) Ongoing monitoring
14.
In AML practice, what does “EDD” stand for?
a)
a) Essential Data Disclosure
b)
b) Enhanced Due Diligence
c)
c) Ethical Deposit Directive
15.
Which of the following is a red flag for money laundering?
a)
a) Frequent deposits just below ₦5 million
b)
b) Monthly salary payments
c)
c) ATM withdrawals
16.
Which document type is commonly used for Customer Identification Programs (CIP)?
a)
a) Bank receipt
b)
b) Debit card
c)
c) Government-issued ID
17.
What is the role of the NFIU in AML compliance?
a)
a) Enforce AML guidelines and investigate suspicious transactions
b)
b) Monitor account balances only
c)
c) Approve all customer accounts
18.
Which of the following is NOT a good compliance practice?
a)
a) Filing Suspicious Activity Reports
b)
b) Ignoring small inconsistencies in documents
c)
c) Keeping transaction records
d)
19.
Which action erodes a culture of integrity?
a)
a) Recognizing ethical behaviour
b)
b) Rewarding whistleblowers
c)
c) Ignoring employee misconduct
20.
Which of the following is part of the ethical code of conduct in Nigeria?
a)
a) Maintaining customer confidentiality
b)
b) Offering aggressive sales pitches
c)
c) Refusing to escalate concerns
21.
Data breaches in banking often result in:
a)
a) Higher sales
b)
b) Regulatory fines and loss of customer trust
c)
c) Promotions for IT staff
22.
What ethical principle is violated when a banker inflates sales figures to meet a target?
a)
a) Fairness
b)
✓ b) Integrity
c)
c) Transparency
23.
Which Nigerian law mandates customer data protection?
a)
a) Freedom of Information Act
b)
b) Nigerian Data Protection Act, 2023
c)
c) Privacy Assurance Act
24.
How does organizational culture impact employee ethics?
a)
a) It determines leave and salary structure
b)
b) It shapes behaviour, expectations, and decision-making
c)
c) It affects internet usage only
25.
What is a key characteristic of ethical leadership?
a)
a) Setting a positive example through consistent ethical actions
b)
b) Delegating only compliance tasks
c)
c) Rewarding aggressive sales tactics
26.
Why should banks promote financial literacy?
a)
a) To boost social media presence
b)
b) To help customers make informed financial decisions
c)
c) To replace product brochures
27.
Which of the following helps encourage ethical behaviour in banking?
a)
a) Unmonitored performance bonuses
b)
b) Integrity awards and ethical leadership
c)
c) Limited transparency
d)
28.
What is the impact of poor ethical culture on a bank?
a)
a) Reputational damage and legal issues
b)
b) Increased staff bonuses
c)
c) Reduced KYC burden
29.
Which regulatory body in Nigeria oversees bankers’ conduct?
a)
a) NDIC
b)
b) Chartered Institute of Bankers of Nigeria (CIBN)
c)
c) Nigerian Bar Association
30.
What should a bank do when a customer complains of being misled?
a)
a) Ignore the complaint
b)
b) Delay response to gather more info
c)
c) Acknowledge concerns and resolve transparently
31.
What is the purpose of the Moral Reasoning Model in banking?
a)
a) To guide ethical decision-making using a structured process
b)
b) To create new financial products
c)
c) To calculate profitability
32.
Which of the following is the first step in the Moral Reasoning Model?
a)
a) Take immediate action
b)
b) Gather the facts
c)
c) Seek legal counsel
33.
In the decision-making process, why is stakeholder identification important?
a)
a) It ensures decisions consider all affected parties
b)
b) It helps with branding
c)
c) It minimizes call center load
34.
What should be done if a bank employee has a potential conflict of interest?
a)
a) Keep it secret
b)
b) Disclose it to a manager or compliance officer
c)
c) Proceed with the transaction
35.
Which of these describes a conflict of interest?
a)
a) Recommending a family member for a loan without disclosure
b)
b) Following documented loan policy
c)
c) Referring a client to a competitor
36.
Which of the following is a responsibility of DELOITTE under the whistleblowing policy?
a)
a) Prosecute offenders
b)
b) Receive complaints and report to the bank
c)
c) Conduct internal IT audits
37.
Which department investigates whistleblowing cases at Access Bank?
a)
a) External audit
b)
b) Group Internal Audit
c)
c) Marketing
38.
Which act of misconduct involves knowingly misleading for personal gain?
a)
a) Harassment
b)
b) Fraud
c)
c) Internal delay
39.
Whistleblowing in banking refers to:
a)
a) Conducting customer surveys
b)
b) Reporting unethical conduct internally or externally
c)
c) Delaying account verification
40.
What should Nandi do if her boss engages in fraud and asks her to record false transactions?
a)
a) Obey to avoid job loss
b)
b) Report the concern through whistleblowing channels
c)
c) Wait for someone else to report it
41.
What is the primary purpose of transparent communication in banking?
a)
a) To upsell new products
b)
b) To build trust and manage expectations
c)
c) To minimize account opening time
42.
What should a banker do when a customer is emotionally distressed?
a)
a) Show empathy and explain things clearly
b)
b) Ignore complaints
c)
c) Transfer the customer to another branch
43.
What is a key reason for disclosing all fees and charges upfront?
a)
a) Reduces paperwork
b)
b) Ensures trust and avoids legal consequences
c)
c) Promotes ATM usage
44.
How should a bank handle communication with customers with limited financial literacy?
a)
a) Use technical banking terms
b)
b) Use simple, jargon-free explanations
c)
c) Focus only on written terms
45.
Which of the following builds rapport with customers?
a)
a) Interrupting frequently
b)
b) Active listening and empathy
c)
c) Speaking only when asked
46.
What regulation ensures customers are informed about financial product costs in the U.S.?
a)
a) Financial Disclosure Act
b)
b) Truth in Lending Act (TILA)
c)
c) Federal Deposit Code
47.
Which phrase best reflects customer-focused communication?
a)
a) “It’s our policy—nothing can be done.”
b)
b) “These are standard fees, take it or leave it.”
c)
c) “Let’s review your needs and see what suits you.”
48.
What should a banker do when a customer wants a flexible savings product?
a)
a) Offer the highest-yield fixed plan without asking questions
b)
b) Understand their needs and recommend a suitable option
c)
c) Refer them to another department
49.
Why is transparency essential in customer communication?
a)
✓ a) It prevents misunderstandings and builds long-term relationships
b)
b) It speeds up account opening
c)
c) It helps sell credit cards faster
50.
What is a best practice when balancing policy with customer satisfaction?
a)
a) Always waive fees to avoid conflict
b)
b) Set clear expectations and offer flexible resolutions
c)
c) Let staff create their own terms
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