Preview Questions Customer Service Representative | Role Specific Skill

Question 1: How would you handle a customer escalating an issue on multiple channels simultaneously?

Which action should you take?

Choose only one option

Consolidate interactions and respond

Ignore duplications

Address the issue on each channel

Escalate directly

Question 2: What does the term "Net Asset Value (NAV)" refer to in mutual funds?

Which action should you take?

Choose only one option

Minimum value required for investment

Daily market value per unit of the fund

Total value of assets managed

Percentage of income paid out

Question 3: How can leveraging CRM tools enhance customer interactions in BFSI?

Which action should you take?

Choose only one option

Automates product recommendations

Increases manual intervention

Improves data-driven insights

Reduces dependency on customer feedback

Question 4: What's the best way to prioritize multiple high-value client queries during peak hours?

Which action should you take?

Choose only one option

Prioritize by urgency

Assign to team members

Focus on long-term clients first

Tackle them sequentially

Question 5: Which BFSI product is designed to ensure liquidity in case of emergencies?

Which action should you take?

Choose only one option

Savings account

Recurring deposits

Real estate investments

Tax-saving bonds

Question 6: What is a major advantage of investing in Government Bonds?

Which action should you take?

Choose only one option

Long-term returns

High liquidity

Government backing

Higher risk