Customer Service Flashcards
6 cards from real Geico Assessment Test practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Customer Service flashcards as text
A customer is upset about a rate increase. What is the BEST approach?
Answer: Empathize, explain the factors affecting rates, and review coverage for potential savings
Empathy combined with education and proactive savings review addresses the emotion and the practical concern.
What is the primary purpose of claims processing in insurance?
Answer: To evaluate and settle policyholder claims fairly and efficiently according to policy terms
Claims processing evaluates losses against policy terms to provide fair, timely settlements, which is the core promise of insurance.
What does 'premium' mean in insurance?
Answer: The amount paid by the policyholder for insurance coverage, typically monthly or annually
The premium is the cost of insurance, paid regularly to maintain coverage. It is determined by factors like risk level, coverage amount, and deductible.
How should you handle a customer who is comparing GEICO rates with a competitor?
Answer: Highlight GEICO's value proposition including coverage quality, service, and potential discounts
Focusing on GEICO's strengths — quality coverage, excellent service, and available discounts — demonstrates value without negative competitor tactics.
What is a deductible in an insurance policy?
Answer: The amount the policyholder pays out of pocket before insurance coverage kicks in
The deductible is the policyholder's share of the loss. A $500 deductible means the policyholder pays the first $500 of a covered loss.
A customer wants to add a teenage driver to their policy. What information is most relevant?
Answer: The teenager's age, driving record, grades (for good student discount), and vehicle they will drive
Rating a teenage driver requires specific information about their driving experience, any available discounts (good student, driver training), and the vehicle they will use.