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Call Script Scenario 2

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157 views2 pages

Call Script Scenario 2

Uploaded by

dev
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Task 2 Call Transcript

The following is a line-by-line transcript of a simulated call between you and a Fidelity customer who is
requesting to withdraw money. The transcript ends at the point where the multiple-choice questions
will begin. Use this as context to help answer the multiple-choice questions that follow.

You: Thank you for calling Fidelity Investments. My name is [YOUR NAME] with Fidelity’s Client Services
team. May I start by asking your first and last name?

Customer: Hello. My name is Jane Smith.

You: Hello, Jane. It is nice to meet you. How may I help you today?

Customer: I’m calling because I’d like to withdraw some money from my account. I’m closing on a new
home next week.

You: Congratulations on your new home purchase, Jane! This sounds like a very exciting time for you. I
am happy to assist you with a withdraw. To start I’ll ask for your account information and clarify the
details of your transaction, then I will enter the request for your withdrawal. I’ll be able to complete this
for you within the next 4-5 minutes. How does that sound?

Customer: Great!

You: Fantastic. Jane, may I please have your account number?

Customer: 123-456789

You: Thank you. How much money do you need for your home closing, and when will you need these
funds?

Customer: I will need $100,000 for the closing which is next Tuesday.

You: Okay great. Thank you for that additional information. Your total account balance is currently
$320,000, of which $10,000 is already available to withdraw as cash. The remaining $310,000 is invested
so we will need to place a trade and sell $90,000 worth of investments so that you can withdraw the full
$100,000 requested.

Customer: Oh. I have never placed a trade before. I am not sure what to do.

You: That’s okay. I am here to help and I will be with you every step of the way. You have 10 different
stock investments within your account. You will to determine which shares you want to sell in order to
have funds available to withdraw.

Stock trades require two business days to settle. Today is Wednesday so the proceeds from your trade(s)
will be available to withdraw on Friday. I see that you have standing instructions on file for both bank
wires and EFTs. Which withdrawal method would you prefer to use?

THE TRANSCRIPT ENDS HERE: Use the multiple-choice responses to help answer questions about the
transaction from the customer.

START YOUR QUIZ:

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