DELIVERY MODELS MCQ

2.48. Human Interventions in physical channels is essential. Such channels are   -
a. Bank-staff/specialied  marketing personnel/direct  selling agents
b. Dedicated  marketing  personnel/Internal  customer
c. Direct  selling  agents/educational  institutions
d. Both (b) and (c)
Q.249. Bank staff play a crucial role in delivery system. They are responsible for - (a). End to  End  service delivery
(b) Deficiency in delivery
(c) Effective delivery of  service
(d) All above
Q.250. When  a  customer of the bank gets  dissatisfaction?
a) Deficiency  in delivery
b) Cross  selling the product matched  to  requirements
c) Post sales service follow-up  •
d) Customer empathy
Q.251. The expectations from the specialised marketing personnel are   -
a. Potential sourcing/product  and  service  delivery presentation
b. Sales conversions/compliance of promises made/market   intelligence
c. Both (a) +  (b)
d. Some of (a) and some of   (b)
Q.252. Which banks, first introduced Direct-selling agents in  banks?
a) Public  Sector Banks
b) Foreign Banks
c) Private  Sector Banks
d) Co-operative banks
Q.253. • DSAs are primarily engaged in retail banking in   sourcing-
(a) Credit cards and retail loans
(b) Credit cards  and corporate  loans
(c) For business of opening new deposit accounts (d) For opening new demat   accounts
Q.254. The deficiencies of DSAs facility are  -
a. Physically appearance not upto mark
b. They chase for new customers but make them angry
c. Missell credit card products and customers fall into a debt trap by misusing the credit   cards
d. Pricing for loans are unknown to them
Q.255. DSAsachievebusinessvolumesforprivatesectorbanksbutisthereanyriskfactortothem?

a) Make false promises in turn around time
b) Reputationriskduetopuresellingratherthaneffectivemarketing
c) Both (a) + (b)
d) No risk factor any where
Q.256. Tie-upsareenteredbybanksfor  bulk  saleof assetsof
(a) Loans to builders
(b) Auto loans to customers
(c) Loans to educational institutions
(d) All above
Q.257. Whiletieing-upwithautodealers,      underretailbanking-whatistheimportantfeatureforsuchtie-up?
(a) Preferred financier
(b) Auto buyer referred to bank staff in the branch by dealer
(c) (c) Customer referred to the bank staff who had set up desk in the dealers showroom
(d) Auto dealer refers to NBFC for financing
Q.258. Under tie-up arrangement personal loans are given by banks under conditions of   -
(a) Groupofemployeesandrepaymentundertakenbyemployer
(b) Loanstoindividualsbutwithoutundertakinganyrepaymentbyemployer
(c) Loans to minimum 5 individuals and repayment under post dated   cheques
(d) Both (b) + (c)
Q.259. Servicelevelsthroughdeliverychannelsaregaugedby-
a) Behaviour of customers
b) Loyalty factor of customers
c) Expectation of customers    d) Both (a) + (b)

Q.260. Compensation for  DSAs depend on  -
a) Number of cases referred  to
b) Volumes  of  business sourced
c) Loyalty and  accountability by  DSA
d) Service delivery presentations by   DSA
Q.261. The  types of  customers under  delivery models are
a. Internal customer
b. External customer
c. Both  of above
d. No such categories
Q.262. Customers are users of products/services in banking, The users of such services can be    -
(a) Account holders
(b) Employees
(c) Both (a) (b)
(d) Only individuals who come to bank and have    dealings

ANSWER-

248 A

249 D

250 A

251 C

252 B

253 A

254 C

255 C

256 B

257 C

258 A

259 C

260 B

261 C

262 C