1.
Good customer service is
2.
Which of these types of phone-calls between you and the customers must be recorded in CRM?
3.
When the seller's bank pays money to the seller basis documents received from the seller under an LC issued by another bank, the seller's bank is called the negotiating bank
4.
Your team members are useful source of information about your competitors in your catchment
5.
When we say that equity investments are good for the long term, what is the period that experts generally refer to?
6.
Which of the following are not very effective methodologies for training branch employees?
7.
The number & range of business leads generated in every customer interaction is a good tool to measure customer centricity
8.
With respect to morning huddle, pick the inappropriate option(s) from those listed below
9.
In case of premature withdrawal of simple term deposit, bank will not pay interest if the number of days completed by the said term deposit is less than ________
10.
An individual can open which of the following types of accounts?
11.
Documenting minutes of customer discussions with an email to the customer is good practise
12.
NRIs can invest in the Indian stock markets & even mutual funds, on a repatriable basis
13.
Customer's profitability increases with (select all right options)
14.
Family accounts are the biggest source for acquiring new SB accounts
15.
There is no risk in acting as per the request received from the customer, as long as it from his registered -email id.
16.
If a customer has a good liability banking record, he can benefit in terms of better loan terms and faster and easier loan processing (as and when he needs any loan)
17.
If a customer has been with the bank for say 4-5 years, it is natural to assume that he is fully aware of the bank's products & services
18.
Partnership letter is signed by all partners under the seal of the partnership firm
19.
Unexpected high value transaction in an account is a potential
20.
If the bank is suspicious about any transaction, bank is entitled to seek documentary evidence for the same from the customer
21.
Your existing customers can be useful source of information about your competitors in your catchment
22.
Banks provide commercial vehicle loan for purchase of light or heavy commercial vehicles, where loan is repaid from the profits earned by using the vehicle
23.
LCs and BGs are non-fund based businesses for the bank and hence are not risky for the bank
24.
Identifying key customers of your competitors is an important part of catchment scoping exercise
25.
Banks prefer giving loans and credit cards to ______________
26.
To meet your business targets, you decide to work extra by calling some bank customers even while you are at home. To enable this, you send a customer database to your personal email id. Is this ok?
27.
Management by walking around helps a branch head to:
28.
NRIs have generally _________ servicing cost for banks, when compared to similar resident customers
29.
Nodal/ Escrow/ RERA accounts are generally
30.
Knowing market share across different market segments is enough and there is no need to be aware of market share across key products of the bank
31.
Good FD interest rates can be a tool for acquiring more CASA accounts
32.
Fees charged by the bank for Cash Management Solution is a function of the float or average balance maintained by the customer with the bank
33.
Which of the following factors impact the decision on the sum a customer needs to insure for?
34.
If a credit/ deposit entry is posted in your account today with a value of tomorrow, you will be able to see the entry in the account ________ & you can utilise the funds _________
35.
Under LCs, banks have a responsibility to ensure the correct quantity and quality of goods described in the LC
36.
Digitalisation benefits the bank in which of the following ways? Click all correct options.
37.
Management By Walking Around is an opportunity for the branch head to show in practice what he/she preaches
38.
Returning NRIs can retain their foreign earnings in original currency even after becoming residents, and enjoy the flexibility of converting them to Indian rupees when they need
39.
In a typical Savings account of an individual, number of entries in the account will be usually higher for
40.
If the customer is very angry, it is ok to deviate from the bank's standard TAT and commit a faster TAT (TAT: turn around time for bank's services)
41.
E-com companies or marketplaces like Amazon or Flipkart which sell products to customers online, are required to maintain a _________ account with a bank
42.
Which of the following is a better approach for handling customer complaints with respect to small service charges?
43.
In general, which of the following type of equity investments carry the lowest risk?
44.
High-end credit cards help you to acquire HNI customer relationships
45.
Staff performance appraisal is generally a function of
46.
Which of these documents are required for account opening of a public limited company but not for a private limited company?
47.
Which of the following are important factors with respect to display of marketing collaterals in the branch?
48.
Your branch is struggling only on a particular business target despite following a customer-centric approach. What should you do? Select the appropriate steps from those given below:
49.
In each EMI instalment, 50% of the repayment goes towards interest and the rest 50% towards principal repayment
50.
Customer has SB account in 2 different banks. Assume that all product features and services are equivalent. The account with a debit card with higher withdrawal limit (higher amounts can be withdrawn per day) will generally have _______ balances.
51.
Crossing of a cheque implies drawing two parallel lines on the left top corner of a cheque and such cheques cannot be paid in cash and must be credited into the payee's account only
52.
SB accounts can be opened for Government bodies in respect of grants/ subsidies released for implementation of various programmes / schemes sponsored by Government
53.
ELSS has the benefit of a shorter lock in period unlike a tax saver FD and PPF
54.
The benefit(s) of a job rotation policy is/are
55.
The core premise of a customer-centric approach is that most customers have multiple needs and if you cater to most of the needs of maximum possible customers, you will be able to most of your targets
56.
You have been given an internal database for tele-calling of customers with high propensity for booking fixed deposit. Which of the 2 options given below is the right approach?
57.
A One Person Company (OPC) has only 1 member while a private limited company requires minimum ______ members
58.
LCs (Letters of Credit) and BGs (Bank Guarantees) are important sources for
59.
If a customer walks into the branch and wants to know just the balance in the account, you can provide him the same without insisting on a written signed request
60.
Lower product holding of your bank by a customer generally indicates
61.
Good loan customers can be a great source for good liability accounts
62.
Branch is the costliest channel for a bank
63.
KYC and AML guidelines protect the interests of (click all right answers)
64.
In a reinvestment Fixed Deposit (FD), income tax is payable only on maturity of the FD
65.
Large cap mutual funds give the best investment returns among different types of funds
66.
The best way to make a customer start using your digital offerings is to
67.
It is absolutely safe to carry out financial transactions from Cyber Cafes or public PCs or even using public Wifi
68.
Bank balance sheets (BS) & P&L are based on
69.
Review of the last audit report of the branch is the most important first step in terms of understanding operational controls in your area of operation
70.
Students going abroad for higher education can open NRE accounts
71.
When a bank quotes exchange rate to a customer for buying foreign currency from the customer, the bank adds it's 'margin' to the IBR (inter-bank rate) i.e if IBR is 1 USD = ₹ 83 and bank wants to charge a margin of ₹ 1, they will quote the rate of ₹ 84 for the buy transaction
72.
If a customer of yours is not even giving you the first appointment to meet him, what are the options for you?
73.
The best way to give a mobile banking demo to a customer is by
74.
Sending individual e-mails with customer specific details is more effective than sending e-mails using mail-merge where only partial details like name can be personalised
75.
Government offers the single largest opportunity for banks to open salary accounts
76.
It is important to encourage team members to contribute in team meetings, except probably when the purpose of the meeting is
77.
The biggest benefit for the bank from pre-paid cards is
78.
A Branch Manager must schedule regular meetings with his/her counterparts from other departments to
79.
It is far _________ for the bank to cross-sell more products to an existing liability customer than to keep searching for new customers to sell
80.
NRIs can also maintain normal SB account, apart from NRE & NRO SB accounts
81.
Customer's profitability should generally keep improving year-after-year
82.
Interest rates quoted by the banks are generally per annum rates payable every quarter. So if a customer wants monthly interest pay-out, banks give interest at ___________ rates
83.
A cheque crossed with 2 parallel lines on the top left corner and drawn in favour of Mr.Rajesh or bearer is a bearer cheque
84.
The single biggest share of income from merchant discount rate (MDR) goes to
85.
If required, soiled notes can be issued by the bank to the public
86.
CASA accounts are best sold based on ______ (tick only 1 option)
87.
Most of the important operational items in banks are checked by 2 people (4-eye principle). Some are even checked by a 3rd person. If you are doing the job of that 3rd person, you have less risk because 2 others have checked before you and so there is very little chance of any error and hence it is ok to do just a random check.
88.
The probability of customers reading and responding to your mails are higher if
89.
Banks can give advance or loan against the security of their own shares
90.
A product like PPF or Locker or Sovereign Gold Bond may also help you acquire the customer's CASA relationship
91.
Handling customer instructions are not as risky as cheques
92.
Consistent customer service is easier to maintain in which of the following channels?
93.
Which of the following options is an ideal way to set targets for individual team members?
94.
NRO account balance cannot be repatriated outside India
95.
Customer level reviews are a great alternative to sales output reviews
96.
Which of the following tools are useful for acquiring new to bank HNI customers?
97.
Properly filled and updated CRM helps
98.
If a savings bank customer who predominantly used her debit card for shopping, shifts to credit card, balances in that account will most likely go up
99.
If the bank is not satisfied with the genuineness of the transaction, bank should report the transaction in the suspicious transaction reporting to Financial Intelligence Unit (FIU) of the Government of India
