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PNB Promotion Quiz 20: Balance Sheet

CRM Quiz

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NO. OF QUESTIONS= 33
TOTAL TIME= 30 MIN

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Question 1 of 33

1. Question
What is the primary purpose of implementing CRM in bank?
- To increase paperwork
- To manage all customer interactions in sales and service
- To reduce the number of employees
- To eliminate technology use
- To focus only on marketing
Correct

2

Incorrect

2

Unattempted

2
Question 2 of 33

2. Question
Which of the following is NOT a phase in CRM implementation?
- Customer 360 and Lead Management
- Service and Complaint Management
- Campaign Management
- Knowledge Base
- Payroll Management
Correct

5

Incorrect

5

Unattempted

5
Question 3 of 33

3. Question
CRM provides a 360-degree view of the customer by:
- Only tracking sales
- Collating customer data from various bank systems
- Ignoring customer complaints
- Focusing only on new customers
- Limiting data to one department
Correct

2

Incorrect

2

Unattempted

2
Question 4 of 33

4. Question
Which channel is NOT integrated with the CRM solution?
- Branches
- Customer Care
- Social Media
- Personal Diaries
- Internet & Mobile Banking
Correct

4

Incorrect

4

Unattempted

4
Question 5 of 33

5. Question
What is the main benefit of automated lead assignment in CRM?
- Increases manual errors
- Reduces overall TAT
- Decreases productivity
- Ignores customer preferences
- Slows down the process
Correct

2

Incorrect

2

Unattempted

2
Question 6 of 33

6. Question
The CRM Customer 360 Module is used for:
- Only retail customers
- Only corporate customers
- Both retail and corporate customers
- Only for marketing
- Only for HR
Correct

3

Incorrect

3

Unattempted

3
Question 7 of 33

7. Question
What is the function of the Summary Page in CRM?
- To log out users
- To provide a landing page with navigation, dashboards, and lead creation
- To delete customer data
- To restrict access
- To send emails
Correct

2

Incorrect

2

Unattempted

2
Question 8 of 33

8. Question
Which of the following is NOT a component of the CRM dashboard?
- TAT Breached Status
- Lead Performance Report
- Module Wise Lead Count
- Employee Attendance
- Status Wise Lead Count
Correct

4

Incorrect

4

Unattempted

4
Question 9 of 33

9. Question
What is the purpose of the Customer Profile Card in CRM?
- To display only the customer’s name
- To display basic/contact information of the customer
- To show only account numbers
- To hide customer details
- To display only complaints
Correct

2

Incorrect

2

Unattempted

2
Question 10 of 33

10. Question
Which of the following is a feature of the CRM mobile application?
- Only works on desktop
- Allows lead capturing and document upload
- Does not show dashboards
- Cannot access customer data
- Only for IT staff
Correct

2

Incorrect

2

Unattempted

2
Question 11 of 33

11. Question
What is the first step in the lead management journey?
- Fulfillment
- Initiation
- Closure
- Verification
- Follow-up
Correct

2

Incorrect

2

Unattempted

2
Question 12 of 33

12. Question
Which module is introduced in Phase II of CRM implementation?
- Payroll Management
- Complaint Management
- Customer 360
- Lead Management
- Mobile Application
Correct

2

Incorrect

2

Unattempted

2
Question 13 of 33

13. Question
What does CRM stand for?
- Customer Resource Management
- Corporate Resource Management
- Customer Relationship Management
- Customer Revenue Management
- Corporate Relationship Management
Correct

3

Incorrect

3

Unattempted

3
Question 14 of 33

14. Question
Which of the following is NOT a benefit of CRM?
- Efficient lead management
- Automated assignments
- Better TAT management
- Increased manual errors
- Automated processes
Correct

4

Incorrect

4

Unattempted

4
Question 15 of 33

15. Question
What is the main objective of CRM dashboards and reports?
- To confuse users
- To provide real-time insights and performance metrics
- To hide data
- To only show graphs
- To restrict access
Correct

2

Incorrect

2

Unattempted

2
Question 16 of 33

16. Question
What does the Activities tab in Customer Management display?
- List of interactions related to the customer
- List of customer complaints
- List of employee salaries
- List of products
- List of branches
Correct

1

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1

Unattempted

1
Question 17 of 33

17. Question
What is the function of the Alert Card in CRM?
- To show only account balances
- To display customer-specific alerts
- To hide notifications
- To display only offers
- To show employee birthdays
Correct

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Unattempted

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Question 18 of 33

18. Question
What is the purpose of the CRM Knowledge Base?
- To store only marketing materials
- To hide information
- To provide searchable articles, FAQs, and training material
- To restrict access to managers
- To store only financial data
Correct

3

Incorrect

3

Unattempted

3
Question 19 of 33

19. Question
Which of the following is NOT a CRM integration channel?
- Website
- Call Centre
- IBS/MBS
- Social Media
- Personal Email
Correct

5

Incorrect

5

Unattempted

5
Question 20 of 33

20. Question
What is the main benefit of the CRM mobile application for field users?
- Only works offline
- Restricts access to leads
- Enables real-time lead capturing and updates
- Only allows viewing reports
- Only for managers
Correct

3

Incorrect

3

Unattempted

3
Question 21 of 33

21. Question
What is the function of the Audit Trail in CRM?
- To display customer complaints
- To show history/data modification in the application
- To hide changes
- To display only offers
- To show only account balances
Correct

2

Incorrect

2

Unattempted

2
Question 22 of 33

22. Question
Which of the following is a benefit of CRM complaint management?
- Consolidates complaints from various channels
- Ignores customer feedback
- Delays resolution
- Hides complaints
- Only tracks digital complaints
Correct

1

Incorrect

1

Unattempted

1
Question 23 of 33

23. Question
What is the main objective of CRM’s Lead Management Module?
- To create confusion
- To provide a structured process for lead creation, processing, and closure
- To only track complaints
- To restrict access
- To only allow managers to create leads
Correct

2

Incorrect

2

Unattempted

2
Question 24 of 33

24. Question
Which of the following is NOT a CRM dashboard feature?
- Customizable dashboards
- Real-time reporting
- Role-wise pendency reports
- Manual data entry only
- Tracking of leads TAT
Correct

4

Incorrect

4

Unattempted

4
Question 25 of 33

25. Question
What is the function of the Customer Data Search in CRM?
- To search for customer data using various fields
- To delete customer data
- To restrict access
- To only show account numbers
- To hide customer details
Correct

1

Incorrect

1

Unattempted

1
Question 26 of 33

26. Question
Which of the following is NOT a benefit of CRM automation?
- Saves time
- Reduces errors
- Improves productivity
- Increases manual work
- Streamlines processes
Correct

4

Incorrect

4

Unattempted

4
Question 27 of 33

27. Question
What is the main advantage of integrating CRM with other bank systems?
- Isolates customer data
- Provides a unified customer onboarding and product origination
- Restricts access
- Only tracks complaints
- Only for marketing
Correct

2

Incorrect

2

Unattempted

2
Question 28 of 33

28. Question
What is the function of the Offers section in CRM?
- To hide offers
- To only show expired offers
- To restrict access
- To only show offers to managers
- To display all active offers related to the customer
Correct

5

Incorrect

5

Unattempted

5
Question 29 of 33

29. Question
What is the function of the Channel Usage section in CRM for corporate customers?
- Displays all channels the customer uses
- Only shows email usage
- Only shows branch visits
- Hides channel information
- Only for managers
Correct

1

Incorrect

1

Unattempted

1
Question 30 of 33

30. Question
What is the purpose of the Relationship Accounts section?
- Only shows account numbers
- Only shows complaints
- Displays customer relation with other accounts or contacts
- Hides relationships
- Only for managers
Correct

3

Incorrect

3

Unattempted

3
Question 31 of 33

31. Question
What is the function of the Lead Management module in CRM?
- Only tracking complaints
- Only for marketing
- Only for HR
- Acquiring, nurturing, and converting leads
- Only for IT staff
Correct

4

Incorrect

4

Unattempted

4
Question 32 of 33

32. Question
What is the function of the Dashlets in CRM?
- Displays data in dedicated placeholders for better visibility
- Only shows graphs
- Only shows complaints
- Hides data
- No function
Correct

1

Incorrect

1

Unattempted

1
Question 33 of 33

33. Question
What is the function of the Day Planner & Activities feature in the mobile application?
- Only shows complaints
- Provides summary, portfolio, and user nudges
- Only shows account numbers
- Hides activities
- Only for managers
Correct

2

Incorrect

2

Unattempted

2

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