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Banking assessment test. help?

1.You are on the phone helping a customer when a customer in the bank lobby comes up to your line and needs help. What do you think is the most appropriate action to take? a) Stay focused on the customer on the phone so you can get done as fast as possible. b) Acknowledge the customer in the bank with a smile and then continue helping the customer on the phone. c) Ask the customer on the phone to wait while you let the customer in the bank know you will help him soon. d) Ask the customer on the phone to wait while you ask a coworker to help the customer in the bank. e) Ask the customer on the phone to wait while you ask your supervisor to help the customer in the bank. 2.It is a busy day in the bank and a customer is yelling at you about a bank policy they believe is unfair. What do you think is the best first action to take? a) Ask the customer to calm down and then ask her why she thinks the policy is unfair. b) Tell the customer you will go get your supervisor if she will stop yelling. c) Politely tell the customer that you are on her side and want to help. d) Kindly tell the customer that you can't help her until she stops yelling. e) Ignore the customer and help the next customer in line. 3.A long-time customer comes in to deposit a check for a large sum of money. Bank policy requires several days to process large checks, which means that none of this money will be available to the customer for several days. You are not certain if the long-time customer is aware of the policy which will delay his access to the money. What do you think is the most appropriate action to take? a) Deposit the check without saying anything because they probably won't need the money right away. b) Explain the bank policy to the customer and say you are sorry but there is nothing you can do. c) Explain the situation and ask if it is going to be a problem for the customer. d) Get your manager to explain everything so the customer knows they are important. 4.A customer complains about a fee charged to his bank account that he thinks is unfair. Bank policy states that the charge cannot be refunded. What do you think is the most appropriate action to take? a) Make a one-time exception to the rule and refund the charge. b) Listen to the customer's explanation and (if valid) talk to your supervisor about refunding the amount. c) Tell the customer you are sorry but there is nothing you can do. d) Directly refer the customer to your supervisor. e) Repeat the policy to the customer and be firm on the rules. 5.Which type of person do you think will be most successful working in the job for which you are applying? Someone who: a) has a good relationship with his/her supervisor. b) someone who can be nice to the rude customers. c) wants to have a career in the banking industry. d) is creative and is always thinking of new ways to better serve customers. e) is never late coming to work or returning from lunch breaks. 6.Of the following, the one thing which is most necessary to a person's success is an ability to: a) keep track of detail. b) listen. c) be consistent. d) be patient. e) understand how other people feel. 7.Different persons approach their jobs in different ways, but in general the better performers: a) want to know where they stand and then they will follow the rules. b) feel that they have enough responsibility, initiative, and authority to do what they have to do. c) want more time with their supervisors to get direction and coaching. d) feel that they can be successful in their jobs through their own efforts. 8.How often do you get upset when you find typos and mistakes in papers or reports that you have already turned in? a) Every time b) Almost every time c) Some of the time d) Almost never e) Never 9.How often have you wished that teachers or bosses would just tell you what they want? a) All of the time b) Almost all of the time c) Some of the time d) Rarely e) Never 10.How hard is it to get people to change their minds? a) Nearly impossible. b) There are some people who have open minds. c) People are reasonably open to hearing what others have to say and changing their minds if convinced. d) It is not hard to influence others. 11.Which of the following best describes your conduct in situations that have explicit rules or policies? a) It is best to follow all rules without exception. b) No rule can cover all possible situations that could come up; you have to interpret rules for most situations. c) Rules are guidelines, but if you break one you should be held accountable for giving an honestly good reason. d) When you get down to it, most rules are made for the convenience of those with power, and it matters little if you can achieve the same goal some other way. 12.If an assignment or task you volunteered for did not live up to what you expected it to be, what would you do? a) Find an excuse to leave it. b) Leave it as soon as it appears you can without causing problems. c) Work as hard as you can to get it finished faster. d) Talk to the person in charge about your feelings and ask to be relieved. e) Look for the things you enjoy about it and concentrate on them only. 13.You would rather try and sell a product or service to someone: a) by telephone. b) face-to-face, but behind a desk or counter. c) by walking around with the customer. d) it does not make a difference to me. 14.My past teachers or employers have liked me because I am: a) Creative b) Organized c) Smart d) Reliable 15.If a co-worker called in sick and you know that he or she really was not and that you would have to do extra work because of it, you would: a) Tell your supervisor that the coworker was not really sick. b) Tell your supervisor you would rather not do the extra work, but will do it. c) Do the extra work but ask your supervisor to let you go early one day or have some free time to make up for the extra work. d) Finish the extra work and then talk to your supervisor about the problem. e) Ask your supervisor if someone else can do the extra work. 16.How much of success in life is determined by making plans and setting goals versus getting lucky or being in the right place at the right time? a) 0% planning and goal setting; 100% luck b) 20% planning and goal setting; 80% luck c) 50% planning and goal setting; 50% luck d) 80% planning and goal setting; 20% luck e) 100% planning and goal setting; 0% luck 17.Which of the following would most likely keep you from getting your work done? a) Coworkers having personal conversations near my workspace. b) Having too much work to do. c) Not understanding what is expected of you. d) A long line of customers watching you work. 18.It is important for you to have a job where you would have a good chance for rapid advancement. a) Strongly agree b) Agree somewhat c) Disagree somewhat d) Strongly disagree e) Don't agree or disagree 19.In front of the customer, it is most important to appear: a) self confident b) organized c) humble d) successful e) that you are listening to them 20.How often have you had to point out to a cashier that you were being overcharged? a) A lot of the time b) Sometimes c) A few times d) Once or twice e) Never

Public Comments

1. *SEE IMPORTANT MESSAGE BELOW* 1) c 2) c 3) c 4) b 5) use your best judgement here (all of the answers can be right). I'd say d. 6) b (everything else can be taught/learned if you're able to listen) 7) b 8) c (it shows that you strive to be accurate, but are also able and willing to learn from your mistakes) 9) use your best judgement here too. 10) c 11) c 12) e or c would be appropriate 13) be honest here (d is probably what they are looking for, but be genuine with this one) 14) any answer is okay. this also depends on which position for which you are applying. if you are trying to be a teller, perhaps organization or intellect would be most valued by the company. 15) d 16) d or e 17) a 18) c (they want to know that you're more dedicated to putting out quality work for their company and being a team player than getting a big paycheck). 19) e 20) a *CRITICAL* make sure that you understand why these answers are best and be able to discuss your answer and your opinions in a one-on-one interview setting. If you answer these, then stumble through an interview, you WILL look like a jackass. Most of these questions don't exactly have a right or wrong answer, just answers that they would prefer. If you can back up your answers with strong, logical responses in a face to face interview, you should be getting the job soon.
2. Here's a start: That's allot of questions. Already remember to answer as you think THEY would want you to answer. This has nothing to do with how you actually feel! 1 - C 2 - C 3 - D 4 - B 5 - D 6 - B