UNIT 6 – Advanced Grammar & Banking/Finance Call Center

1. A checking account is used mainly for:
Daily transactions
Home loans
Investments

2. Money added to an account is called a:
Deposit
Withdrawal
Refund

3. A transaction that has not yet completed is a:
Refund
Pending Transaction
Statement

4. True or False: A credit card uses borrowed funds.
True False

5. PIN stands for:
Personal Identification Number
Personal Internet Number
Protected Identity Name

6. The original loan amount is called:
Principal
Interest
Mortgage

7. Identity theft is:
Unauthorized use of personal information
A type of deposit
A wire transfer

8. Verification means:
Confirming customer identity
Closing an account
Issuing a refund

9. A fraudulent transaction is:
Unauthorized
Approved
Scheduled

10. Fill in the blank:
A ________ account is shared by two or more people.

11. Which phrase is used during verification?
May I verify your full name?
Thank you for banking with us.
I have identified the issue.

12. "I understand your concern." is an example of:
Empathy
Closing
Verification

13. True or False: "Please allow me a moment while I review your account." is a research statement.
True False

14. "Let me explain the next steps." belongs to:
Resolution
Greeting
Verification

15. Complete the dialogue: Agent: "Is there anything else I can assist you with today?" This is a __________ statement.

16. If a customer enters the wrong PIN three times, the card ______.
is blocked
will block
blocked

17. Zero Conditional is used for:
Facts and procedures
Past stories
Future plans

18. If the balance is insufficient, the transaction is ______.

19. True or False: "Whenever a payment is processed, the balance updates automatically."
True False

20. Which keyword belongs to Zero Conditional?
whenever
will
might

21. If you make the payment today, your account _____ active.
will remain
remains
remained

22. First Conditional is used for:
Future possibilities
Historical events
Definitions

23. Unless we verify your identity, we ______ access the account.
won't be able to
can
did

24. Processing Time means:
Time required
Payment amount
Loan balance

25. True or False: First Conditional commonly uses IF + WILL.
True False

26. Reporting verb: "My card was stolen."
stated
activate
process

27. The customer reported that the card _____ blocked.
was
is
will

28. Escalated means:
Sent to higher level
Closed immediately
Refunded

29. True or False: Reported Speech is commonly used in call notes.
True False

30. The customer ______ that the transfer had failed.

31. You ______ review your monthly statements.
should
mustn't
won't

32. You ______ set up automatic payments.
could
never
shouldn't

33. This ______ be a duplicate transaction.
must
should
could

34. The transaction ______ still be pending.
might
mustn't
always

35. True or False: SHOULD is used for recommendations.
True False

36. "I don't recognize this charge."
Unauthorized Transaction
Loan Inquiry
Card Activation

37. "My card is missing."
Lost/Stolen Card
Wire Transfer
Balance Inquiry

38. "I can't access online banking."
Password Reset
Mortgage
Refund

39. "There is suspicious activity on my account."
Fraud Investigation
Deposit Inquiry
Auto Loan

40. True or False: "I need to transfer money." is a Wire Transfer call.
True False

41. What is the first step in the banking call process?
Verify
Resolve
Close

42. After Investigate comes:
Explain
Close
Verify

43. After Resolve comes:
Document
Verify
Greeting

44. The final step is:
Close
Verify
Investigate

45. The complete process is:
Verify → Investigate → Explain → Resolve → Document → Close
Verify → Close → Resolve
Investigate → Verify → Close