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Vulnerability

Quiz by Australia Training

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10 questions
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  • Q1
    Many people in vulnerable situations would not diagnose themselves as {.............}?
    In financial difficulties
    Good customers
    Data subjects
    Vulnerable
    120s
  • Q2
    A customers calls in with the vulnerable flag present on file, they would like a deposit, what do you do?
    Transfer to a Team Leader
    Transfer to Customer Support
    Continue with the request if everything is OK
    Advised the customer to email Customer Support
    120s
  • Q3
    Give an example of a high risk vulnerability?
    Stress
    Gambling
    Death in the immediate family
    Terminal Cancer
    120s
  • Q4
    What is the department who deal with vulnerable customers?
    Customer Support
    Written Comms
    Customer Interactions
    Vulnerable Customers
    120s
  • Q5
    Which of the following is a vulnerable customer?
    Customer with mental health issues
    All answers
    Customer with a gambling addiction
    Customer on JSA
    120s
  • Q6
    Customers with low basic literacy skills are also more likely to be {................}?
    Unemployed
    Depressed
    Susceptible to Cancer
    Physically Disabled
    120s
  • Q7
    If there is a language barrier with a customer, what would be the appropriate action?
    Patience and do not end the call until the customer has got the key points
    Transfer the call to Customer Support
    Transfer to a Team Leader
    Provide the customer with the language barrier email address
    120s
  • Q8
    Which of the following should be transferred to Customer Support?
    All of the answers
    Customers whose great great Aunt passed away
    Crying customers
    Customers who are unable to meet their minimum payment
    120s
  • Q9
    Which of the following is a severe risk factor of vulnerability?
    Low income
    Being young (18-21)
    Low literacy
    Mental health problems and addictions
    120s
  • Q10
    When should you transfer the call to Customer Support?
    Customer is advising of low income
    Customer is deaf
    Customer is struggling with repayments and suffering from depression
    Customer is eldery
    120s

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