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Question 1 of 20
1. Question
A useful CRM implementation stage is:
Correct
[CRM] Data quality, integration, testing and controlled deployment help ensure CRM produces reliable and useful customer information.
Incorrect
[CRM] Data quality, integration, testing and controlled deployment help ensure CRM produces reliable and useful customer information.
Unattempted
[CRM] Data quality, integration, testing and controlled deployment help ensure CRM produces reliable and useful customer information.
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Question 2 of 20
2. Question
A branch manager is reviewing a customer-service initiative. Which principle should guide the decision? a useful CRM implementation stage is:?
Correct
[CRM] Data quality, integration, testing and controlled deployment help ensure CRM produces reliable and useful customer information. The best answer is to use customer needs and measurable outcomes rather than assumptions.
Incorrect
[CRM] Data quality, integration, testing and controlled deployment help ensure CRM produces reliable and useful customer information. The best answer is to use customer needs and measurable outcomes rather than assumptions.
Unattempted
[CRM] Data quality, integration, testing and controlled deployment help ensure CRM produces reliable and useful customer information. The best answer is to use customer needs and measurable outcomes rather than assumptions.
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Question 3 of 20
3. Question
Why is staff training important in CRM implementation?
Correct
[CRM] Training supports adoption, data quality and consistent workflows. Access controls and ongoing monitoring are still necessary.
Incorrect
[CRM] Training supports adoption, data quality and consistent workflows. Access controls and ongoing monitoring are still necessary.
Unattempted
[CRM] Training supports adoption, data quality and consistent workflows. Access controls and ongoing monitoring are still necessary.
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Question 4 of 20
4. Question
During a compliance review, the bank finds inconsistent execution. Which action is most appropriate? why is staff training important in CRM implementation?
Correct
[CRM] Training supports adoption, data quality and consistent workflows. Access controls and ongoing monitoring are still necessary. The bank should standardize the process, assign ownership and monitor implementation.
Incorrect
[CRM] Training supports adoption, data quality and consistent workflows. Access controls and ongoing monitoring are still necessary. The bank should standardize the process, assign ownership and monitor implementation.
Unattempted
[CRM] Training supports adoption, data quality and consistent workflows. Access controls and ongoing monitoring are still necessary. The bank should standardize the process, assign ownership and monitor implementation.
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Question 5 of 20
5. Question
A bank uses CRM to identify customers who may benefit from a suitable service. This is:
Correct
[CRM] CRM can help identify relevant needs and coordinate appropriate offers, provided data use is lawful and offers are suitable and transparent.
Incorrect
[CRM] CRM can help identify relevant needs and coordinate appropriate offers, provided data use is lawful and offers are suitable and transparent.
Unattempted
[CRM] CRM can help identify relevant needs and coordinate appropriate offers, provided data use is lawful and offers are suitable and transparent.
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Question 6 of 20
6. Question
A customer experience dashboard shows worsening results. Which response is most appropriate? a bank uses CRM to identify customers who may benefit from a suitable service. This is:?
Correct
[CRM] CRM can help identify relevant needs and coordinate appropriate offers, provided data use is lawful and offers are suitable and transparent. The bank should investigate the underlying cause, take corrective action and track whether outcomes improve.
Incorrect
[CRM] CRM can help identify relevant needs and coordinate appropriate offers, provided data use is lawful and offers are suitable and transparent. The bank should investigate the underlying cause, take corrective action and track whether outcomes improve.
Unattempted
[CRM] CRM can help identify relevant needs and coordinate appropriate offers, provided data use is lawful and offers are suitable and transparent. The bank should investigate the underlying cause, take corrective action and track whether outcomes improve.
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Question 7 of 20
7. Question
Which is an important CRM data-governance principle?
Correct
[CRM] Customer information must be accurate, protected and used for legitimate purposes under applicable privacy and banking obligations.
Incorrect
[CRM] Customer information must be accurate, protected and used for legitimate purposes under applicable privacy and banking obligations.
Unattempted
[CRM] Customer information must be accurate, protected and used for legitimate purposes under applicable privacy and banking obligations.
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Question 8 of 20
8. Question
A bank is expanding a channel to a new customer segment. Which consideration is most important? which is an important CRM data-governance principle?
Correct
[CRM] Customer information must be accurate, protected and used for legitimate purposes under applicable privacy and banking obligations. The bank should consider accessibility, suitability, operational capability and appropriate controls.
Incorrect
[CRM] Customer information must be accurate, protected and used for legitimate purposes under applicable privacy and banking obligations. The bank should consider accessibility, suitability, operational capability and appropriate controls.
Unattempted
[CRM] Customer information must be accurate, protected and used for legitimate purposes under applicable privacy and banking obligations. The bank should consider accessibility, suitability, operational capability and appropriate controls.
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Question 9 of 20
9. Question
A customer has complained through mobile banking and then visits a branch. A good CRM process should:
Correct
[CRM] A unified history helps provide continuity across channels and reduces repeated effort. Access should be limited to authorized staff.
Incorrect
[CRM] A unified history helps provide continuity across channels and reduces repeated effort. Access should be limited to authorized staff.
Unattempted
[CRM] A unified history helps provide continuity across channels and reduces repeated effort. Access should be limited to authorized staff.
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Question 10 of 20
10. Question
Management wants to reduce customer effort without weakening controls. Which approach is best? a customer has complained through mobile banking and then visits a branch. A good CRM process should:?
Correct
[CRM] A unified history helps provide continuity across channels and reduces repeated effort. Access should be limited to authorized staff. Simplifying a process should preserve authentication, privacy, disclosure and auditability.
Incorrect
[CRM] A unified history helps provide continuity across channels and reduces repeated effort. Access should be limited to authorized staff. Simplifying a process should preserve authentication, privacy, disclosure and auditability.
Unattempted
[CRM] A unified history helps provide continuity across channels and reduces repeated effort. Access should be limited to authorized staff. Simplifying a process should preserve authentication, privacy, disclosure and auditability.
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Question 11 of 20
11. Question
Customer churn refers to:
Correct
[CRM] Churn describes customer attrition. Analysis can help identify service issues and improve retention without using coercive or unsuitable practices.
Incorrect
[CRM] Churn describes customer attrition. Analysis can help identify service issues and improve retention without using coercive or unsuitable practices.
Unattempted
[CRM] Churn describes customer attrition. Analysis can help identify service issues and improve retention without using coercive or unsuitable practices.
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Question 12 of 20
12. Question
A new campaign is being proposed. Which step should be completed before broad rollout? customer churn refers to:?
Correct
[CRM] Churn describes customer attrition. Analysis can help identify service issues and improve retention without using coercive or unsuitable practices. The bank should define objectives, target customers, cost and compliance checks, then evaluate results.
Incorrect
[CRM] Churn describes customer attrition. Analysis can help identify service issues and improve retention without using coercive or unsuitable practices. The bank should define objectives, target customers, cost and compliance checks, then evaluate results.
Unattempted
[CRM] Churn describes customer attrition. Analysis can help identify service issues and improve retention without using coercive or unsuitable practices. The bank should define objectives, target customers, cost and compliance checks, then evaluate results.
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Question 13 of 20
13. Question
Which metric can help evaluate customer retention?
Correct
[CRM] Retention rate measures the share of customers maintained over a defined period, using a consistent definition and accounting for new customers appropriately.
Incorrect
[CRM] Retention rate measures the share of customers maintained over a defined period, using a consistent definition and accounting for new customers appropriately.
Unattempted
[CRM] Retention rate measures the share of customers maintained over a defined period, using a consistent definition and accounting for new customers appropriately.
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Question 14 of 20
14. Question
A service partner is involved in customer acquisition. Which governance principle applies? which metric can help evaluate customer retention?
Correct
[CRM] Retention rate measures the share of customers maintained over a defined period, using a consistent definition and accounting for new customers appropriately. The bank should retain oversight and ensure the partner follows contractual, conduct and data safeguards.
Incorrect
[CRM] Retention rate measures the share of customers maintained over a defined period, using a consistent definition and accounting for new customers appropriately. The bank should retain oversight and ensure the partner follows contractual, conduct and data safeguards.
Unattempted
[CRM] Retention rate measures the share of customers maintained over a defined period, using a consistent definition and accounting for new customers appropriately. The bank should retain oversight and ensure the partner follows contractual, conduct and data safeguards.
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Question 15 of 20
15. Question
The Banking Codes and Standards Board of India (BCSBI) historically focused on:
Correct
[Service Standards] BCSBI was established to promote adherence to voluntary codes of commitment to bank customers. Candidates should distinguish its historical role from current regulatory and bank-level grievance mechanisms.
Incorrect
[Service Standards] BCSBI was established to promote adherence to voluntary codes of commitment to bank customers. Candidates should distinguish its historical role from current regulatory and bank-level grievance mechanisms.
Unattempted
[Service Standards] BCSBI was established to promote adherence to voluntary codes of commitment to bank customers. Candidates should distinguish its historical role from current regulatory and bank-level grievance mechanisms.
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Question 16 of 20
16. Question
The bank wants to improve retention. Which action is most appropriate? the Banking Codes and Standards Board of India (BCSBI) historically focused on:?
Correct
[Service Standards] BCSBI was established to promote adherence to voluntary codes of commitment to bank customers. Candidates should distinguish its historical role from current regulatory and bank-level grievance mechanisms. Use reliable customer feedback and service data to address root causes and deliver suitable value.
Incorrect
[Service Standards] BCSBI was established to promote adherence to voluntary codes of commitment to bank customers. Candidates should distinguish its historical role from current regulatory and bank-level grievance mechanisms. Use reliable customer feedback and service data to address root causes and deliver suitable value.
Unattempted
[Service Standards] BCSBI was established to promote adherence to voluntary codes of commitment to bank customers. Candidates should distinguish its historical role from current regulatory and bank-level grievance mechanisms. Use reliable customer feedback and service data to address root causes and deliver suitable value.
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Question 17 of 20
17. Question
The Code of Bank‘s Commitment to Customers is associated with:
Correct
[Service Standards] The code set out commitments on fair treatment, transparency and service. It did not guarantee returns or replace statutory requirements.
Incorrect
[Service Standards] The code set out commitments on fair treatment, transparency and service. It did not guarantee returns or replace statutory requirements.
Unattempted
[Service Standards] The code set out commitments on fair treatment, transparency and service. It did not guarantee returns or replace statutory requirements.
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Question 18 of 20
18. Question
A report shows a change over several months. Which analytical caution matters most? the Code of Bank‘s Commitment to Customers is associated with:?
Correct
[Service Standards] The code set out commitments on fair treatment, transparency and service. It did not guarantee returns or replace statutory requirements. Check consistency of definitions and consider seasonality, customer mix and other external factors.
Incorrect
[Service Standards] The code set out commitments on fair treatment, transparency and service. It did not guarantee returns or replace statutory requirements. Check consistency of definitions and consider seasonality, customer mix and other external factors.
Unattempted
[Service Standards] The code set out commitments on fair treatment, transparency and service. It did not guarantee returns or replace statutory requirements. Check consistency of definitions and consider seasonality, customer mix and other external factors.
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Question 19 of 20
19. Question
The Code of Bank‘s Commitment to Micro and Small Enterprises was designed to address service commitments to:
Correct
[Service Standards] This code focused on bank commitments to micro and small enterprise customers, including aspects of fair and transparent banking service.
Incorrect
[Service Standards] This code focused on bank commitments to micro and small enterprise customers, including aspects of fair and transparent banking service.
Unattempted
[Service Standards] This code focused on bank commitments to micro and small enterprise customers, including aspects of fair and transparent banking service.
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Question 20 of 20
20. Question
A customer complaint crosses multiple channels. Which operating model is best? the Code of Bank‘s Commitment to Micro and Small Enterprises was designed to address service commitments to:?
Correct
[Service Standards] This code focused on bank commitments to micro and small enterprise customers, including aspects of fair and transparent banking service. Maintain authorized continuity of the case, record actions and communicate a clear next step.
Incorrect
[Service Standards] This code focused on bank commitments to micro and small enterprise customers, including aspects of fair and transparent banking service. Maintain authorized continuity of the case, record actions and communicate a clear next step.
Unattempted
[Service Standards] This code focused on bank commitments to micro and small enterprise customers, including aspects of fair and transparent banking service. Maintain authorized continuity of the case, record actions and communicate a clear next step.