RETAIL BANKING MCQ-2 – ROLE WITHIN THE BANK OPERATIONS

Q.41. Which segment of customers have the highest share in retail   banking?
a) MassMarket
b) Maxaffluentand  superaffluent
c) HighNetWorth
d) All except(c)


Q.42. Why bank customers buy the products and services, to satisfy which of their   needs?
a. Physiologicalneeds/esteemneeds
b. Safetyneeds/socialneeds/selfactualizationneeds
c. Both(a) and(b)
d. Any of (a) or(b)


Q.43. For physiological needs, the retail banking covers which kinds of   services?
a) Coresavingsaccounts/personalaccidentcover/housingloans
b) Recurring+ fixed  deposits/life  insurancepolicies/tax planning
c) Consumer/Personal/Home/AutoLoans
d) Insurance    Cover/retailgoldcoins/healthpolicies/mutualfundschemes


Q.44. For esteem needs of individual, what service are  covered?
a) Special  term  deposits/second housingloans/homedecorloans
b) Terminsuranceproducts/houseimprovement
c) Both(a) and(b)
d) Any of (a) and (b)


Q.45. For self actualization needs, what products and services are covered under retail    banking?
a. Pensionersloans/retirementsituations/pensionplansininsurance
b. Senior  Citizentermdeposits/reversemortgage
c. Any of above
(d) Both (a) and  (b)


Q.46. Discuss the expectations by the customers from the service quality of   banks?
(a) Tangibles-Reliablility-Responsiveness
(b) Assurance-Empathy
(c) Courtesy-Creatibility-Security (d)Both (a) and  (b)


Q.47. Discuss the measures needed to enhance service quality in bank services with regard to savings deposits?
(a) Need to improve dress code of the staff at    branch
(b) Need to improve transactions time at every branch and enhance, adequate number of channels in addressing customers needs
(c) Need to imprwe the faces of the computer operator who should be young below 30 and not above 30 years of age
(d) Both (a) and  (b)


Q.48. Housing loan should be sanctioned and disbursed to applicant from the present ceiling of 14 days, for ideal customer requirements?
(a) 10  working days
(b) 7 working days
(c) 5 days
(d) Should not  do hurriedly


Q.49. PSBs have to enhance the service quality and for that what measure could   be taken?
(a) Strengthen performance and recruit employees through   trainings
(b) Enhance range of products features and customer friendly  modules
(c) Customers' expectations never ends even under best performance hence no additional    measures
(d) Both (a) and  (b)


Q.50. What are the requirements of  customers from   banks?
(a) Right product mix for  different  segments
(b) Right channel mixing of  both  direct and  e-channel
(c) Delivery of promises with regard to services on time (d) All  above
(e) Only (a) and  (c)


ANSWER-
41
A
42
C
43
A
44
C
45
D
46
D
47
B
48
B
49
D
50
D

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