Geico Assessment Test Problem Solving — Questions and Answers
Question 1: A customer cannot access their online account. What troubleshooting steps should you follow?
- Tell them to try again later
- Verify their identity, check account status, reset password if needed, and guide through the login process (Correct answer)
- Create a new account for them
- Tell them to call tech support
Correct answer: Verify their identity, check account status, reset password if needed, and guide through the login process
Systematic troubleshooting starts with identity verification, then checks the most common issues (password, account status) before escalating.
Question 2: How should you handle a billing discrepancy reported by a customer?
- Dismiss it as a system error
- Review the account history, identify the discrepancy, explain the charges, and correct any errors (Correct answer)
- Tell them to pay and dispute later
- Transfer to billing without investigating
Correct answer: Review the account history, identify the discrepancy, explain the charges, and correct any errors
Investigating the discrepancy thoroughly, explaining what happened, and correcting any errors demonstrates accountability and builds trust.
Question 3: A customer wants to cancel their policy. What is the recommended approach?
- Process the cancellation immediately
- Understand their reasons, explore solutions to their concerns, and if they still want to cancel, process it professionally (Correct answer)
- Refuse to cancel
- Add extra charges to discourage cancellation
Correct answer: Understand their reasons, explore solutions to their concerns, and if they still want to cancel, process it professionally
Understanding the reason may reveal a solvable problem (rate, coverage). If cancellation is their decision, handling it professionally maintains goodwill.
Question 4: What is the correct procedure when a customer provides inconsistent information?
- Accept whatever they say
- Politely point out the inconsistencies and ask for clarification to ensure accurate records (Correct answer)
- Accuse them of lying
- Ignore the inconsistencies
Correct answer: Politely point out the inconsistencies and ask for clarification to ensure accurate records
Diplomatic clarification of inconsistencies protects both the customer and the company while maintaining accurate records.
Question 5: How should you prioritize when handling multiple customer inquiries simultaneously?
- Handle the easiest ones first
- Assess urgency: safety-related and time-sensitive issues first, then complex issues, then routine inquiries (Correct answer)
- Handle them randomly
- Only handle one at a time, putting others on hold indefinitely
Correct answer: Assess urgency: safety-related and time-sensitive issues first, then complex issues, then routine inquiries
Prioritizing by urgency ensures that the most critical situations are addressed first while maintaining service quality for all customers.
Question 6: A system error results in incorrect policy information being sent to a customer. What should you do?
- Hope they do not notice
- Proactively contact the customer, explain the error, provide correct information, and document the incident (Correct answer)
- Blame the IT department
- Wait for the customer to call and complain
Correct answer: Proactively contact the customer, explain the error, provide correct information, and document the incident
Proactive communication about errors demonstrates integrity and prevents the customer from making decisions based on incorrect information.
Geico Assessment Test Problem Solving
A customer cannot access their online account.
What troubleshooting steps should you follow?