1.
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:
2.
Senior citizens above the age of ________ can enjoy many banking services from their house, as per RBI instructions
3.
Branch is the costliest channel for a bank
4.
Term plan is a very low premium product and so it does not make much sense for the bank to push this product.
5.
Family accounts of non-earning members and kids are by definition bad quality accounts for banks & ideally should not be sourced
6.
Customer's profitability should generally keep improving year-after-year
7.
An LLP limits the liability of the partners to their own contribution to the company
8.
__________ number of branch walkins is great for business
9.
If your branch is supported by a credit cards sales manager, he can contribute other non-cards business leads also
10.
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
11.
NRO account balance cannot be repatriated outside India
12.
A customer invests ₹ 1000 each in 2 months at a NAV of ₹ 10 & ₹ 20 each. The rupee cost average for this SIP currently is
13.
Consistent customer service is easier to maintain in which of the following channels?
14.
Banks use service desks at major corporates for
15.
Banks can give advance or loan against the security of their own shares
17.
Your existing customers can be useful source of information about your competitors in your catchment
18.
Which of the 2 options given below benefits an employee more?
19.
'Purchase' or 'buy' in foreign exchange business means purchasing Indian Rupees from customers and giving them foreign exchange
20.
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?
21.
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 _________
22.
Good, potential customers will be inclined to visit your branch provided... (click all the relevant items below)
23.
An NRI customer can deposit all her Indian money once she opens a NRE account
24.
Bank's central marketing team may be able to use customer specific information captured by branch employees in CRM for customer specific offers offers
25.
The number & range of business leads generated in every customer interaction is a good tool to measure customer centricity
26.
A ‘soiled note’ means a note which has become dirty due to normal wear and tear and does not include a two piece note pasted together even if both the pieces presented belong to the same note and form the entire note with no essential feature missing
27.
Documenting minutes of customer discussions with an email to the customer is good practise
28.
A bearer visits the branch for cash withdrawal for a somewhat large amount. You decide to call the customer to double check the transaction. You get the customer's mobile number from the bearer & call him up to confirm. Is this the right approach?
29.
Builders under RERA are required to create a separate escrow account in a scheduled bank, in which 70% of the amount received from the buyers will have to be deposited
30.
SB accounts can be opened for Government bodies in respect of grants/ subsidies released for implementation of various programmes / schemes sponsored by Government
31.
A product like PPF or Locker or Sovereign Gold Bond may also help you acquire the customer's CASA relationship
32.
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
33.
An active equity trading customer will keep low balances in his SB account
34.
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
35.
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
36.
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.
37.
Which of the following is a better approach for handling customer complaints with respect to small service charges?
38.
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
39.
Which of these types of phone-calls between you and the customers must be recorded in CRM?
40.
Which of the following are important factors with respect to display of marketing collaterals in the branch?
41.
The best way to give a mobile banking demo to a customer is by
42.
Bank-wise deposits, advances and number of bank branches in your center are best sourced
43.
In a private limited company, the personal property of the directors will be used to repay the company’s debt.
44.
Recording/ noting any of your bank/ system passwords, even in your personal diary is a risky act
45.
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)
46.
Lower product holding of your bank by a customer generally indicates
47.
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
48.
There is no risk in acting as per the request received from the customer, as long as it from his registered -email id.
49.
Asking for reference of a colleague who might be looking for a home loan or a car loan or a better credit card with golf course access or better forex rate is far easier than asking for reference for his SB account
50.
Loan requirements for purchase of plant, machinery or shop furnishing etc. are met by
51.
The biggest benefit for the bank from pre-paid cards is
52.
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
53.
One of the 1st agenda for a new Relationship Manager is to ensure that all the portfolio customers know him as the single point contact for all their banking & financial requirements.
54.
An individual can open which of the following types of accounts?
55.
Bank cannot allow any overdraft or lien on the 5 year tax saving fixed deposits booked by customers
56.
Good customer service is
57.
The single biggest share of income from merchant discount rate (MDR) goes to
58.
Bundling more products improves customer profitability but has no benefit with regard to account balances
59.
Any gain arising from the sale of equity shares or mutual funds is called Capital Gain
60.
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
61.
A customer is eligible for deduction of upto Rs.10,000 earned as SB interest during the year under section 80TTA of Income Tax act. This benefit is not available on fixed deposits. Given the above fact, if your bank offers SB interest rate of 3.25%, the customer can keep what kind of average balance in the account, so as not to pay any income tax on the SB interest?
62.
Identifying key customers of your competitors is an important part of catchment scoping exercise
63.
NRIs can also maintain normal SB account, apart from NRE & NRO SB accounts
64.
NRIs can invest in the Indian stock markets & even mutual funds, on a repatriable basis
65.
A Branch Manager must schedule regular meetings with his/her counterparts from other departments to
66.
All marketing activities must be individually tracked for results
67.
Which of the following customer interactions must get priority attention?
68.
In each EMI instalment, 50% of the repayment goes towards interest and the rest 50% towards principal repayment
69.
It is absolutely safe to carry out financial transactions from Cyber Cafes or public PCs or even using public Wifi
70.
NRIs have generally _________ servicing cost for banks, when compared to similar resident customers
71.
You can create a WhatsApp ________ of your customers to send them simple marketing / promotional messages as long as you don't send any individual account details
72.
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
73.
It is a good practice to ask your team members to restate their understanding from the branch team meeting, in their own words
74.
Banks prefer giving loans and credit cards to ______________
75.
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 ________
76.
A residential area will largely mean that there are no opportunities for current accounts or salary accounts business
77.
The probability of customers reading and responding to your mails are higher if
78.
With respect to morning huddle, pick the inappropriate option(s) from those listed below
79.
Digitalisation benefits the bank in which of the following ways? Click all correct options.
80.
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
81.
Customer's profitability increases with (select all right options)
82.
Under LCs, banks have a responsibility to ensure the correct quantity and quality of goods described in the LC
83.
Interest on Savings account is calculated on ______ balance basis
84.
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
85.
You have some suspicion on the genuinity of a particular transaction. The customer gets angry with you and threatens to complain to your bank's senior officials for delay. What should you do?
86.
Students going abroad for higher education can open NRE accounts
87.
LCs (Letters of Credit) and BGs (Bank Guarantees) are important sources for
88.
In general, which of the following type of equity investments carry the lowest risk?
89.
Your bank's internal database of savings customers can help you generate leads for which of the following types of CASA accounts?
90.
Bank balance sheets (BS) & P&L are based on
91.
High-end credit cards help you to acquire HNI customer relationships
92.
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
93.
Unexpected high value transaction in an account is a potential
94.
Good FD interest rates can be a tool for acquiring more CASA accounts
95.
Which of these documents are required for account opening of a public limited company but not for a private limited company?
96.
If the bank is suspicious about any transaction, bank is entitled to seek documentary evidence for the same from the customer
97.
Customers using credit card for cash withdrawals indicate high propensity for taking personal loan
98.
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
99.
Which of the following will a typical customer trust more?
