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Financial Difficulties

Quiz by Australia Training

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10 questions
Show answers
  • Q1
    Which of the follow is NOT an financial difficulties trigger?
    Reduction of hours at work
    Lost their job
    Customer has a mental health disorder
    Customer is on JSA
    120s
  • Q2
    When do you need to determine if a customer is in financial difficulties?
    When a customer cannot meet their minimum payment
    All answers apply - we must on every call
    When a customer enters a debt management plan
    When a customer requests a payment plan
    120s
  • Q3
    Which of the following should be offered a scheduled payment arrangement (SPA)?
    Customer they are on a debt management plan
    Customer advises of an addiction
    Customer has no job, but starting a new job in a weeks time
    Customer requests a CLI
    120s
  • Q4
    We can to signpost customers to:
    All of them
    Money Advice Service
    Step Change
    Citizen Advice Bureau
    120s
  • Q5
    Which of the following needs to be offered payment solutions?
    Customer is going on holiday
    Customer wants to clear their OSB
    Customer has reduced hours at work
    Customer had a failed repayment
    120s
  • Q6
    What do we calculate from an I&E form?
    NDI (Net Disposal Income)
    IDN (Income Debt Number)
    Instagram and E-pay
    Expenditure
    120s
  • Q7
    You need to arrange a call-back for a customer in financial difficulties, what flag is correct?
    30-day
    7-day
    24-hours
    14-day
    120s
  • Q8
    When do we need to tell customers about the consequences of going into a SPA?
    After they missed repayment in their SPA
    Only when they ask
    When their SPA is for less than 3 months
    Always
    120s
  • Q9
    Fill in the blank: It is very important to {......................} a customer when in financial difficulty.
    Cheer-up
    Signpost
    Anger
    Chase
    120s
  • Q10
    Which of the following is an appropriate FD probing question?
    Are you going on holiday soon?
    What is your current financial situation?
    Get your mother to make the repayment
    Are you in any financial difficulty?
    120s

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