Relationship Path Training Quiz
Relationship Path Training Quiz
Test your knowledge and skills with our Relationship Path Training Quiz! This engaging quiz is designed to help members understand essential interactions that foster enhanced relationships and improve service quality.
Key features of the quiz:
- 10 thought-provoking questions
- Multiple choice, checkbox, and open-ended formats
- Immediate feedback on answers
What action(s) should you take when a member arrives? (Select all that apply):
Request the member number
Greet them with a smile.
Genuinely ask how they are.
Talk about the weather
Ask the guest's/member's name.
Provide the guest/member with your name.
In order to increase member engagement, include Mobile Banking, Online Banking, and Mobile Deposit only if the member requests them.
True
False
What percentage of consumers expect the companies they buy from to provide personalized experiences?
48
76
82
62
When you don’t know the answer to something, how should you respond to the member?
I guess... (provide what you THINK the answer is)
I don't know.
I don't know. Let me find out.
That's a great question. Let me check on that.
When speaking to a member, how fast should you typically speak?
Quickly so as not to waste their time.
Slowly to make sure they understand you.
Mirror the pace of the member.
A member seems very concerned and provides you a very long explanation of an issue. The solution seems very simple. What action should you take?
Once the member has finished talking immediately complete the task.
Stop the member mid-explanation and tell them you will take care of the issue.
Once the member finishes what they are saying, recap what you heard and complete the task if possible.
When you cannot immediately perform an action for a member, what should you do? (Select all that apply)
Tell the member you will take care of it as soon as possible.
Give the member a time-frame for when you should be able to correct the issue.
Contact the member to let them know you are still working to resolve their issue if it takes longer than expected.
Contact the member when the task is complete.
Document all attempted contacts.
If you cannot finish the task in the time you said you would, wait to call the member until the task is complete.
If an error is made by a co-worker and a member complains, what action should you take?
Send the member back to the co-worker to correct the issue.
Tell the member that your co-worker messed up and you will fix it.
Don't apologize. Just correct the error.
Apologize, regardless of who is at fault and correct any errors that you are able to correct.
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