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WorksheetsCRM
Total questions: 31
Worksheet time: 15mins
Name
Class
Date
1.
In CRM, for Asset products which of the following roles available?
a)
Branch Manager (BM)
b)
Relationship Manager(RM)
c)
Lead Advances (LA)
d)
All of these
2.
In CRM which of the duplicate leads are assigned to Branch Manager (BM) for his/her approval
a)
Assets
b)
Liabilities
c)
Both first and second
d)
Neither first nor second
3.
In CRM what is known as liabilities?
a)
All Deposits
b)
Loans except Home loans
c)
All Loans
d)
All of the above
4.
Which of the following is not a Lead Rating?
a)
Hot
b)
Cold
c)
Warm
d)
Dead
5.
Which of the below is a lead source?
a)
Branch Walk-in
b)
Referral
c)
Only (A)
d)
both first and second
6.
In CRM, for liabilities products which of the following roles available?
a)
Branch Manage (BM)
b)
Relationship Manager(RM)
c)
Customer Relationship Officer (CRO)
d)
All of the above
7.
If a customer is interested and walks in the Branch with partial or no documents the lead is created in which status?
a)
Documents Collected
b)
Appointment Fixed
c)
Follow Up
d)
Not Interested
8.
In CRM, which of the following products are included in the Liability layout?
a)
Savings Accounts
b)
Current Accounts
c)
Term Deposits
d)
All of the above
9.
CRM application is used by
a)
Bank staff
b)
Customers
c)
Call centre executives
d)
both first and third
10.
Which is not one of the main functional areas envisaged in CRM?
a)
Sales
b)
Marketing
c)
Service
d)
Parameter Setting
11.
Once the committee assigns the leads to respective Corporate centres the GMs assigns to various AMTs for action on the lead, the status code of the lead is:
a)
Assigned by committee
b)
Assigned by GM
c)
Awaiting approval
d)
Negotiation
12.
After the documentation stage what will be the status code of the Lead?
a)
Negotiation
b)
In-discussion
c)
Documents collected
d)
Lead in progress
13.
The Profile card contains customer's basic details, which are segregated into the following cards:
a)
Summary
b)
Contact Info
c)
Interest
d)
All of these
14.
What is the role of the Branch Manager in creating and managing the lead for Liabilities
a)
Responsible for day to day activities and sales process in the branch
b)
Responsible for servicing the customers and generating sales
c)
Assigned the task of on boarding the customers to the bank
d)
None of these
15.
What is the role of customer relationship officer in creating and managing the lead for liabilities
a)
Responsible for day to day activities and sales process in the branch
b)
Drives sales through Relationship Manager
c)
Assigned the task of on boarding the customers to the bank
d)
None of these
16.
What are the steps involved in CRM application?
a)
End to end life cycle management
b)
Automated reminders and escalations
c)
System facilitated follow-ups and appointment dates
d)
All of these
17.
What are the milestones in process flow in CRM?
a)
Initiate
b)
Qualify
c)
Fulfill
d)
All of these
18.
If the duplicate lead exists, following steps are involved
a)
Ignore and Create lead
b)
Edit the existing lead
c)
Either first or second
d)
Neither first nor second
19.
When the lead is disqualified or cancelled?
a)
If the lead is not interested in moving forward
b)
If all the relevant documents are not collected
c)
If the time has expired
d)
None of these.
20.
What are the four main stages in lead management process?
a)
Load, Assemble, Create, Process
b)
Initiate, Qualify, Process, Fulfill
c)
Obtain, Provide, Create, Write
d)
Identify, Create, Process, Fulfill
21.
The dynamic information is updated in CRM from
a)
INB
b)
LOS
c)
CBS
d)
LLMS
22.
What is the utility of Quick Link Tab provided in the CRM summary page?
a)
Provides options to create a new task, an appointment or lead
b)
Displays all alert messages for the user on the summary page
c)
Redirect the user to the summary page
d)
None of these
23.
What is the status code available for Initiate Milestone?
a)
New lead, Sent for approval
b)
Approve
c)
Interested
d)
CIF generated
24.
What is the status code available for in-process milestone?
a)
Follow up, Documents collected, Appointment fixed, Sent to CBS
b)
CIF generated, Account opened
c)
Reject, Not interested
d)
Approved
25.
Lead will not be sent to LOS-SME for following products:
a)
Cotton Ginning Plus
b)
SRTO
c)
Artisan Credit Card
d)
Home Loans
26.
What is the role of Senior Marketing Executive of SBI in CRM?
a)
Customer Relation Officer
b)
Relationship Manager
c)
Branch Manager
d)
Filed Officer
27.
When lead is classified as Junk Lead?
a)
If the customer has not expressed interest
b)
If the customer is not contactable
c)
If the customer is not eligible for the requested product
d)
All of these
28.
The Profile Card view describes the following Customer 360° page
a)
Displays the key details about the customer
b)
Displays all the products used/purchased by the customer
c)
Contains all the product category recommendations for cross sell
d)
Lists all activities (open and closed) created for the customer
29.
What is the TAT of the processing the deceased claim from the day the case status changes to 'Documents collected and verified '
a)
10 working days
b)
7 working days
c)
15 working days
d)
30 working days
30.
Which of the following will be the Reverse feed from the LOS system?
a)
LOS Sourcing
b)
LOS under process
c)
LOS Sanctioned or LOS Rejected or LOS cancelled
d)
All of these
31.
Non-financial requests are authorized by
a)
Branch Manager (BM)
b)
Relationship Manager (RM)
c)
Any one
d)
both first and second
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