End test
19:58
Select both the most effective and least effective actions to take in response to the situation. Please make sure you’ve selected these two answers before moving on.
You are working for an international bank and your current placement is in a high street branch. Today you are working as a cashier. The role involves helping customers with whatever they need, looking for opportunities to sell new products and services and ensuring everyone experiences great customer service. An elderly customer comes to your desk. He explains that he is going on holiday next month and is a little worried about taking a lot of cash with him but he tells you he doesn’t trust cash machines abroad. He is obviously worried about the upcoming trip and he tells you that despite his concerns he wants to order the foreign currency and take it all with him. The area he is visiting will have plenty of cash machines he can use but there are other alternatives the bank could offer in relation to foreign currency. On top of that he is talking about quite a lot of money to be travelling with.

Question 1

  • Explain to him that there are many cash machines in the area he is visiting and and offer to order limited currency for the initial part of his trip.

  • Accept that he is unlikely to want to use cash machines and use that as an opportunity to explain some of the other options that are available to him.

  • Ask him what he has done in the past when travelling abroad and explain that if he would like, you could explain to him what other options are available.

  • Tell him that the holiday sounds great then explain the process for ordering foreign currency from the bank and ask him how much he would like to order.

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