CAIIB Exam Study

Q.263. The benefit, that came out  of implementing CRM   are- a. Greater empowerment of users. Lower cost of service delivery by shifting centre interactions to  self-service and chat b. Better visibility across service, delivery channels. Gains in customer communication, accountability and improved organisational efficiency c. Any of above d. Both (a) + (c) Q.264. The  objective of  good customer relationship management  are  aimed at a) Build  long  term  profitable relationship b) Better understanding in order to  develop  close  relationship c) Achieve lifetime value from  customers d) All above Q.265. What are the various stages involved in a     CRM? a. Capturing customer's profile/dissecting profiles into common information   buckets b. Designing suitable products and services/offering/services to targeted segment of customer/tracking th customer informat...

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/co...

Q.203. ATM are  various types - a) On site ATMs b) Off site ATMs c) Infi net ATM d) Both (a)  (b) Q.204. Delivery channels in retail banking preferred by young and savy customer are   - (a) Nearest  branch-extension  counters-big  size branch (b) ATMs-Internet  mobile banking (c) Both (a) +  (b) (d) Do not incline to  avail banking  services 205. Which Delivery channels in retail banking is    preferred by a conservation/pensioner/home sick customers? a. ATMs/Internet banking b. Mobile and internet banking c. Nearest  branch and extension counters d. Distant big branches Q.206. Reasons for direct channels preference by customers  are- (a) Branch tangibilises intangible service/direct contact with employees/better understanding due to communication with staff (b) Physically seeing the brick and mortar branch/better explanation to customers by bank staff/layout and ambience of t...