HSBC Customer Facing Talent Screener: Page 15 of 16 You are speaking with a cust

Question

HSBC Customer Facing Talent Screener: Page 15 of 16 You are speaking with a customer who is enquiring about several new products related to their accounts. You spend considerable time discussing the options until the customer decides which one would be the most suitable for their needs. However right at the end of the conversation they change their mind. You are surprised by this as you have spent a lot of time explaining the products to them in detail and you thought that the first option you discussed was the best fit to the customer's needs. You are unsure why the customer has changed their mind about which product they would like, however you do not want to come across as incompetent due to your lack of understanding as you have been speaking to the customer for some time. Most Least fective Effective Accept the customer's choice and go over the main differences between their final option and the previous option you discussed with them. Talk to the customer about the options again and remain composed as you ask for more information about why they changed their mind to ensure their needs are met. Ask the customer to wait whilst you look over the options again as you are worried that you might come across as incompetent if you ask too many questions. Next

Explanation / Answer

As it is it not clear through the question what need to be done with these options/situations, i am assuming that any of the two choices least or most eefective has to be choosen for the mentioned three situation

a)most effective

b) most effective

c) least effective

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