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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
  • 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
  • Q3
    Give an example of a high risk vulnerability?
    Death in the immediate family
    Terminal Cancer
  • Q4
    What is the department who deal with vulnerable customers?
    Customer Support
    Written Comms
    Customer Interactions
    Vulnerable Customers
  • Q5
    Which of the following is a vulnerable customer?
    Customer with mental health issues
    All answers
    Customer with a gambling addiction
    Customer on JSA
  • Q6
    Customers with low basic literacy skills are also more likely to be {................}?
    Susceptible to Cancer
    Physically Disabled
  • 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
  • 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
  • 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
  • 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

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