HSBC Customer Facing Talent Screener: Page 13 of 16 This afternoon you have spen
ID: 1170715 • Letter: H
Question
HSBC Customer Facing Talent Screener: Page 13 of 16 This afternoon you have spent a considerable amount of time with a customer, understanding their requirements and talking them through the process for using a new HSBC product. You have taken the customer through most of the product features and addressed all of their associated queries, when they ask you a very specific question about the benefits of using a different service that HSBC provides. You know some of the key information about that specific service and how it can provide value to customers, but are not confident in the details. There is a separate HSBC department that specialises in that service and you could get in touch with them about this issue. However you do not want to appear as though you do not know what you are doing after building up a good rapport with the customer, and you know this information is not required in order for them to start using the new product. Most Least Effective Tell the customer what you know about this service and continue explaining the new product as you do not want to lose credibility in front of them and they do not need further information to be able to use the product. Give the customer the information that you have on this service and suggest that they contact the relevant department if they need further details that you have not been able to provide. Let the customer know that you need more information about this service to be able to respond to their question effectively and contact the relevant department to find out more details NextExplanation / Answer
Most Effective :
Let the customer know that you need more information about this service to be able to respond to their questions effectively and contact the relevant department to find out more details
Least Effective :
Tell the customer what you know about this servicw and continue explaining the new product as do not want to lose credibility in front of them and they do not need further information to be able to use the product.
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