HSBC Customer Facing Talent Screener: Page 8 of 16 It is Monday morning and you

Question

HSBC Customer Facing Talent Screener: Page 8 of 16 It is Monday morning and you have a meeting scheduled with a customer. The customer explains that they would like to take out a loan and after having researched the information online they know the exact loan they want. However when you look up the customer's details you realise there are other HSBC loans which have repayment rates and optional services that you think may better suit the customer's needs. You explain the situation to the customer and give them details about the other loans which you believe would offer more value The customer disagrees but you are unsure why as the loans you suggest and the one they asked about are very similar. The customer insists that they want the loan they asked for and is not interested in any other loans, even though you think some of these may meet their needs better Most Least Effective Explain the benefits of the other loans to the customer again so that they have all of the information required to allow them to select which loan best suits their needs. Ask the customer why they want the specific loan they have identified and calmly discuss their requirements further in order to progress their application for whichever loan best meets their needs. Complete the customer's application for the loan they want as you are under pressure from them to do this and want to ensure they are satisfied with the service they received today Next

Explanation / Answer

Second option would be most effective and last option would be least effective. As to provide best customer service last option is least effective and first option is second best after the first one.

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