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WorksheetsCRM -26
Total questions: 61
Worksheet time: 31mins
Name
Class
Date
1.
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
2.
In CRM what is known as liabilities?
a)
All Deposits
b)
Loans except Home loans
c)
All Loans
d)
All of the above
3.
Which of the following is not a Lead Rating?
a)
Hot
b)
Cold
c)
Warm
d)
Dead
4.
Which of the below is a lead source?
a)
Branch Walk-in
b)
Referral
c)
Only (A)
d)
both first and second
5.
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
6.
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
7.
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
8.
CRM application is used by
a)
Bank staff
b)
Customers
c)
Call centre executives
d)
both first and third
9.
Which is not one of the main functional areas envisaged in CRM?
a)
Sales
b)
Marketing
c)
Service
d)
Parameter Setting
10.
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
11.
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
12.
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
13.
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
14.
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
15.
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
16.
What are the milestones in process flow in CRM?
a)
Initiate
b)
Qualify
c)
Fulfill
d)
All of these
17.
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
18.
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.
19.
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
20.
The dynamic information is updated in CRM from
a)
INB
b)
LOS
c)
CBS
d)
LLMS
21.
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
22.
What is the status code available for Initiate Milestone?
a)
New lead, Sent for approval
b)
Approve
c)
Interested
d)
CIF generated
23.
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
24.
Lead will not be sent to LOS-SME for following products:
a)
Cotton Ginning Plus
b)
SRTO
c)
Artisan Credit Card
d)
Home Loans
25.
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
26.
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
27.
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
28.
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
29.
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
30.
Non-financial requests are authorized by
a)
Branch Manager (BM)
b)
Relationship Manager (RM)
c)
Any one
d)
both first and second
31.
What are the mandatory details to be obtained / fed to search a customer under navigation pane?
a)
CIF no/Account no
b)
Mobile no.
c)
e mail
d)
any of the above
32.
On the Customer 360 Degree page, the customer details can be displayed in which types of views?
a)
Card View
b)
Classic view
c)
Both of the above
d)
None of the above
33.
Mr. X, SWO , working at Bairagadh Branch , wants to verify the basic details such as name , mobile no. , Aadhar no. of an existing customer of the branch . He also wants to know what all the interests (hobbies) the customer have ? Where from , he can get this information under Customer 360 Degree view in CRM ?
a)
Under Profile Card in Card view
b)
Under Profile Tab under Classic view
c)
Any of the above
d)
None of the above
34.
What is the primary goal of CRM system
a)
integrate and automate sales
b)
marketing
c)
customer support
d)
All the options are correct
35.
Where from the data is compiled by CRM system
a)
company's website
b)
telephone, email, live chat
c)
social media
d)
All the options are correct
36.
What are the important stages of customer acquisition and retention in CRM system
a)
Sales
b)
Service
c)
Marketing
d)
All the options are correct
37.
What are the various roles under sales function in CRM
a)
Lead management
b)
Customer management
c)
Performance Management
d)
All the options are correct
38.
What are the various roles under Marketing function in CRM
a)
Marketing Management
b)
Campaign Management
c)
Campaign response and analysis
d)
All the options are correct
39.
Is the Lead ID automatically created in CRM
a)
Yes , Lead ID is Automatically Created
b)
No, Lead ID to be given Manually
c)
Either Automatic or Manual
d)
Lead ID to be obtained online
40.
In CRM, is the lead assigned automatically to the concerned Bank official?
a)
Yes , Lead assigned automatically
b)
No, Manual assignment by BM every time
c)
Either Automatic or Manual
d)
only Manually
41.
How CRM Application is accessed by users?
a)
Personal Computer
b)
Laptop or Tab
c)
Mobile
d)
All the options are correct
42.
What does the Retail customer 360 degree view depict
a)
Demographic information
b)
Channel Information
c)
accounts status
d)
All the options are correct
43.
Tabs available on the left navigation pane of CRM are
a)
Quick Links
b)
Leads
c)
Appointments
d)
All the options are correct
44.
What is the utility of Recent items page under Navigation pane
a)
list of all the recent leads created and accessed
b)
List of recent Tasks
c)
List of Recent appointments
d)
List of Recent Alerts
45.
Following items are available at Summary Page of CRM
a)
Alerts
b)
Tasks
c)
Appointments
d)
All the options are correct
46.
What is the utility of Leads page under Navigation pane
a)
Creat a lead
b)
Update a Lead
c)
Search a Lead
d)
All the options are correct
47.
What is the utility of Customers page under Navigation pane
a)
Creat a customer
b)
Update a Customer
c)
Search a Customer
d)
All the options are correct
48.
Atleast one of the following details to be obtained / fed to search a customer in CRM
a)
Email
b)
Mobile no.
c)
CIF no
d)
All the options are correct
49.
What does the Customer 360 Degree provide
a)
Primary Details of Customer
b)
Products availed
c)
Conduct / Transactions of accounts
d)
All the options are correct
50.
What are the views available to view a customer under 360 degree
a)
Card view
b)
Classic / Tab view
c)
Both of above
d)
none of the options is correct
51.
What are the various options available in Card view of the Customer 360 Degree page
a)
Profile
b)
Products availed
c)
Product Recommendations
d)
All the options are correct
52.
What are the different sub menus available in Recent transactions view of the Customer 360 Degree page
a)
Recent Transactions
b)
Attachments
c)
Both of above
d)
none of the options is correct
53.
What does the Leads Card depict under Customer 360 Degree page?
a)
Leads obtained from OCAS
b)
Leads obtained from SBI Website
c)
Both of above
d)
none of the options is correct
54.
What type of activities does the Activities Card depict under Customer 360 Degree page
a)
Open activities
b)
Closed activities
c)
Both of above
d)
none of the options is correct
55.
What is the function of 'Close' key available at the bottom of Profile card under Customer 360 Degree page?
a)
Closing the Page
b)
for returning back to the Home Page
c)
Exiting from Page
d)
All the options are correct
56.
What details does the 'Contact information' function gives under Profile card in Customer 360 Degree page
a)
Adress details
b)
Mobile Number Details
c)
Email adress Details
d)
All the options are correct
57.
Mr.X, a customer of ABC Branch wants to avail a Car loan from DEF Branch. He comes to ABC branch and requests BM to help him. How ABC branch can create a Lead for DEF branch
a)
No, ABC branch can not create the lead for DEF branch.
b)
Yes , By informing the controller of ABC branch by Telephone.
c)
ABC Branch can create the lead for DEF branch by Changing the Preffered branch to DEF Br in CRM
d)
Yes , By informing the ABC branch by Telephone.
58.
A Customer of ABC branch comes to DEF Branch and submits an application for settlement of Deceased Claim. Can ABC Branch entertain the the request of Customer , since he is not their customer
a)
Yes ABC Branch can Create the Lead . But , settlement will be done DEF branch only.
b)
No, ABC branch can not entertain the request.
c)
Yes ABC Branch can Create and settle the claim.
d)
It isup to the BM of ABC branch to either to accept or not to accept.
59.
Mr. A comes to a branch and request for a Car Loan . Branch Creates the lead . But , the system show the lead as a duplicate Led. The customer already availed a House loan from that branch. What are the options available to branch.
a)
Branch may ignore and create the lead.
b)
Branch may EDIT the existing Lead
c)
Branch may cancel and create new Lead
d)
Branch can not create such lead
60.
Mr. A comes to a branch and request for a Car Loan . Branch Creates the lead . But , the system show the lead as a duplicate Lead. The customer already availed a House loan from that branch. What are the options available to branch.
a)
As the lead is duplicate Lead, the Lead wil go to Branch Manager for approval.
b)
User can create the Lead . No approval of Branch Manager required.
c)
Branch may refer the matter to controller for approval.
d)
Branch may submit a request in support desk.
61.
A customer comes to a branch and request for a Xpress credit loan. He submits his KYC , Photo and income documents. Branch user can categorise the Lead as
a)
Most Likely
b)
Warm
c)
Cold
d)
Hot
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