LU2_SSO_CustomerService

A set of customers mapped to a Relationship Manager for nurturing Banking relationship, providing service and for upselling and cross-selling is known as

• Portfolio

• Customer Group

• Sectional customers

• Sales Group

______ is the process of managing and optimizing the arrival of visitors or customers in the waiting area

• Waitlist management

• Lobby Management

• People Management

• Portfolio Management

_____ is important because it helps provide people with amenities they want or need by linking them to an organization with the resources to provide those

• Direct Sales

• Service Delivery

• Indirect Sales

• Hospitality

Which of the following does not come under service industry?

• YES Bank

• Air India

• Tata Steel Factory

• Pizza Hut Outlet

A request from a customer that initiates a service action which has been agreed as a normal part of service delivery is known as

• Purchase Request

• Service Request

• Service Actionable

• Upselling

Which of the following is the trait of a successful Relationship Manager?

• Visiting a customer without prior appointment

• Calling the customer only when some product is to be sold

• Calling back customers confirming action on their service request

• Casually calling the customer after finishing day's work

________ is the ability of people in an organization to understand customers' situations, perceptions, and expectations.

• Customer Empathy

• Customer centricity

• Customer Focus

• Customer Service

Customer and transaction data are translated into needs, and then used to identify the products that best address these needs and made available in _______

• Recommendation Advisor

• Portfolio Group

• E-mail

• Customer Profiler

A senior citizen customer wants a fixed return on his capital invested. You have to meet your Target of Mutual Funds. Which product you should suggest to him?

• DEMAT A/c

• SIP

• Equity Mutual Fund

• Fixed Deposit

Where can an RM check the Recommendation Advisor details for a customer?

• Account Tab in YES Genie

• NBA Tab in YES Genie

• Lifestyle Tab in YES Genie

• Leads Tab in YES Genie