WorksheetsComplete revision
Total questions: 65
Worksheet time: 33mins
Which of the following banks is known as the "banker's bank" in India?
State Bank of India
Reserve Bank of India
ICICI Bank
Punjab National Bank
What type of bank is allowed to offer only basic banking services without involving in lending activities?
Commercial Banks
Payment Banks
Regional Rural Banks
Cooperative Banks
Which of the following is a primary function of commercial banks in India?
Issuing currency notes
Formulating monetary policy
Accepting deposits and granting loans
Regulating stock exchanges
What is the main characteristic of a recurring deposit (RD)?
Lump sum deposit at once
Regular monthly deposits
Regular monthly deposits
Free from tax deductions
Which service allows customers to deposit cash after banking hours?
Mobile Banking
ATM
Internet Banking
Doorstep Banking
Who is responsible for formulating monetary policy in India?
Ministry of Finance
Reserve Bank of India
Securities and Exchange Board of India
Planning Commission
Which of the following is an instrument of monetary policy?
Tax rates
Foreign exchange rates
Repo rate
Trade tariffs
What does CRR stand for in the context of banking?
Cash Reserve Ratio
Credit Reserve Ratio
Currency Reserve Ratio
Capital Reserve Ratio
Which initiative was launched to ensure access to financial services for all households in India?
Pradhan Mantri Awas Yojana
Pradhan Mantri Jan Dhan Yojana
Make in India
Digital India
Financial Inclusion aims to provide which of the following services to underserved populations?
Credit and savings
Insurance
Payment and remittance
All of the above
Which organization is primarily responsible for promoting financial inclusion in India?
NITI Aayog
Reserve Bank of India
Securities and Exchange Board of India
Ministry of Commerce
What is the role of a Business Correspondent (BC) in the banking sector?
To act as a financial advisor
To provide banking services in unbanked areas
To regulate banking operations
To approve large corporate loans
What is a primary function of a Business Facilitator in the banking industry?
Conducting credit appraisals
Assisting in financial literacy and awareness programs
Approving loan applications
Monitoring branch performance
What does the term "AML" stand for in banking?
Asset Management Loan
Anti-Money Laundering
Annual Maintenance Loan
Automated Money Lending
What is the first step in the bank account opening process?
Issuing a debit card
Completing a KYC form
Conducting a credit check
Issuing a passbook
During the on-boarding process, which of the following documents is generally required for identity proof?
Utility bill
Passport
Lease agreement
Salary slip
What is the primary purpose of the KYC (Know Your Customer) mechanism in banking?
To enhance customer service
To comply with tax regulations
To prevent money laundering and fraud
To increase loan approvals
What is a primary reason companies choose to outsource their business processes?
To increase control over internal processes
To reduce operational costs and focus on core activities
To manage supply chain logistics
To decrease employee productivity
Which of the following is NOT typically outsourced in a BPO model?
Customer support
Payroll processing
Strategic planning
IT support
Which of the following services is commonly provided by BPO companies?
Real estate management
Customer support
Construction
Pharmaceutical research
What is the main responsibility of a Quality Analyst in a BPO?
Handling customer complaints
Developing new software
Ensuring service quality and compliance with standards
Managing payroll
Why are strong reading skills important for a BPO employee?
To increase typing speed
To understand and interpret customer inquiries accurately
To perform physical tasks
To develop marketing strategies
What is a key writing skill required for effective email communication in BPO?
Use of technical jargon
Creativity
Clarity and brevity
Lengthy descriptions
Timex is known for excellent ___________
watches
customer service
Both I and II
Both I and II
What is the role of IT support in a BPO environment?
To handle financial transactions
To assist with technical issues and maintain IT infrastructure
To conduct market research
To develop new marketing strategies
What does the term SLA stand for in BPO?
Service Level Agreement
Strategic Licensing Agreement
Systematic Loan Approval
Service Load Analysis
What is the primary goal of a QRC in BPO?
To increase sales
To handle and resolve customer queries efficiently
To conduct training sessions
To manage employee payroll
What is a key component of effective telephonic selling?
Active listening
Passive engagement
Reading scripts verbatim
Ignoring customer objections
During a sales call, what should be the main focus of the salesperson?
Speaking quickly to save time
Building rapport with the customer
Reading a script without deviation
Avoiding customer questions
Why is empathy important in customer service?
To increase product sales
To understand and relate to the customer’s feelings
To shorten call duration
To avoid resolving the issue
What is a crucial first step when handling a customer complaint?
Ignoring the complaint
Acknowledging the complaint and apologizing for any inconvenience
Arguing with the customer
Shifting blame to the customer
You will mark the whole world while composing emails.
True
False
What is a key element of professional email etiquette?
Using casual language
Ensuring clear and concise communication
Ignoring the subject line
Using excessive exclamation marks
When a bank chooses the wrong strategy or follow a long-term business strategy which might lead to its failure, it is called
Credit risks
Operational risk
Market risk
Business risk
Which of the following is considered good chat etiquette?
Responding with single words
Using proper grammar and punctuation
Ignoring customer messages
Using all caps to emphasize points
What is the primary purpose of accounting?
To create marketing strategies
To track financial transactions and provide financial information
To manage human resources
To develop new products
The matching principle in accounting requires that:
Revenues and expenses are recorded in the period they are incurred
. All transactions are recorded twice
Assets are matched with liabilities
Transactions are recorded only when cash is received
What does the accounting equation represent?
Assets = Liabilities + Equity
Revenues = Expenses + Profits
Assets = Revenues + Profits
Liabilities = Expenses + Equity
In double-entry bookkeeping, every transaction affects:
Only one account
At least two accounts
The revenue account only
What is the primary objective of bookkeeping?
To manage payroll
To systematically record financial transactions
To create financial forecasts
To prepare tax returns
What does a compound journal entry involve?
Only cash transactions
Only one debit and one credit
Multiple debits and/or multiple credits
Transactions with fixed assets only
What is the purpose of posting journal entries to the ledger?
To track inventory levels
To organize and summarize financial transactions
To prepare marketing reports
To hire new employees
The rising level of Non-Performing Assets (NPA) – is one of the challenges for furthering financial inclusion
FALSE
TRUE
When posting to a ledger, which of the following is true?
Debits are recorded on the right side
Credits are recorded on the left side
Debits are recorded on the left side, and credits are recorded on the right side
Only credits are posted to the ledger
The currency with public and deposits maintained by commercial banks with RBI is called as Monetary Base
TRUE
FALSE
The examples of financial inclusion are the provision of financial services, like - bank accounts, low-cost credit for personal, productive, and other purposes, insurance facilities, financial advisory services etc.
TRUE
FALSE
Which one is included in the secondary function of money?
To make Deferred Payments
Store of Value
Transfer of Value
All of these
When a bank borrower, or counter party, fails to meet its payment obligations regarding the terms agreed with the bank, it is called
Operational risk
Market Risk
Liquidity risk
Credit Risk
Which of the following is considered proper email etiquette?
Using emojis in professional emails
Using emojis in professional emails
Using a clear and concise writing style
Sending emails without a closing remark
Reverse Repo Rate is a tool used by RBI to?
Inject liquidity
Absorb liquidity
To keep liquidity at one level
None of these
Lending to which sector is not part of priority sector lending?
Small scale industry
Housing for Poor
Allied activities to agriculture
Iron and steel industry
The RBI instructed every bank to have Basic Saving Bank Deposits (BDSD) accounts for the economically weaker sections of the society
TRUE
FALSE
For text-based conversations (e.g. email, chat or social media), the flow of information and mood are vital.
FALSE
TRUE
Expressing gratitude in an appreciation letter is something that can be tremendously
impact less
impactful
Both I and II
None
To assess the credit worthiness of a customer, the banker should obtain which of the following credit information
Loan Application
Transaction with the bank
Financial Statement
RBI Credit Information Bureau
All of the above
Create ___________ is time saving shortcut
e-mail templates
auto-responding messages
Both I and II
Open Market Operations’ refers to?
Borrowing by Scheduled banks from RBI
Lending by commercial banks to industry and trade.
Purchase and sale of govt securities by the RBI
None of the above
The Agent ________is one of the great advantages of Chat support.
multi-tasking
working
chatting
talking
Rates at which the RBI, discounts the bill of exchange is called as Bank Rate
True
False
When a bank chooses the wrong strategy or follow a long-term business strategy which might lead
to its failure, it is called
Credit risks
Operational risk
Market risk
Business risk
Pre-scripted messages are known as ____________ messages
uncanned
canned
positive
negative
The currency with public and deposits maintained by commercial banks with RBI is called as Monetary Base
True
False
__________ is the possibility of something bad happening
Loan
Transactions with the bank
EMI
Risk
All of the above
The job of sales is to sell what’s in __________.
stock
shop
sale
sell
An intriguing opener in the email will make the email opened.
True
False
