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Assessment Guidelines for Trainers / Trainees SSC/Q2202 – Associate CRM

QP CODE: Q2202QP TITLE: Associate CRM

OVERVIEW

Test Duration 170 minutesDuration - SSC/N2308

160 minutes

Duration - SSC/N3001Duration - SSC/N3002Duration - SSC/N3003Duration - SSC/N9001Duration – SSC/N9002Duration – SSC/N9003Duration – SSC/N9004Duration – SSC/N9005Voice Test 10 minutes

Natural Language Options English (Single language assessment at a time)Can be translated to vernacular languages as well.

Distribution of Marks As mentioned in the Qualification PackPass Criteria 70% in each NOS Technology tools / Platforms Tested (Mandatory)

i) NAii) iii)

Technology tools / Platforms Tested (Select any one)i) NA ii)iii) iv)

Infrastructure Requirements As per standard list provided to Assessment CentersQP Specific Infrastructure Requirements (if any) – Not Applicable specific to QP

i) Phone Availability for Voice Test ii)

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SAMPLE QUESTIONS

SSC/ N2308 Collect payments over the telephone

Q1. Question Type – Theory PC – PC1 Level – Easy Which of the following is NOT recommended while communicating with a customer?

A. Providing concise information

B. Demonstrating professionalism

C. Exhibiting courteous behavior

D. Using authoritative words

Answer – Option D

Q2. Question Type – Theory PC – PC1 Level – Moderate

Which of the following details you don't need to ask a customer before starting a payment related communication?

A. Customer's Name

B. Customer's ID

C. Customer's Address

D. Payment Amount

Answer – Option C

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Q3. Question Type – Skill PC – PC3 Level – Easy

You are working as an Associate CRM in an E-commerce firm. There is going to be a delay in delivery of a product to a customer. Which of the following are effective way(s) to timely notify the customer about the delay?

1. Send an E-mail to the customer2. Send an SMS to the customer3. Call the customer4. Send a postal acknowledgement to the customer

Choose the correct answer from options below:

A. All 1, 2, 3 and 4

B. 1 and 4 only

C. 2 and 3 only

D. 1, 2 and 3 only

Answer – Option D

Q4. Question Type – Skill PC – PC7 Level – Moderate

In which of the following situations, you need to involve your supervisor for his/her guidance?

A. When a query can be resolved independently by you

B. When a query belongs to your department but you are not able to resolve it

C. When the query belongs to a different department

D. When a customer is rude and you are not able to communicate with him/her

Answer – Option B

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A customer has just made a payment for services provided by your company. Which of the following is NOT an appropriate way to provide immediate confirmation of payment to the customer?

A. Over a call

B. Through SMS

C. Through a postal acknowledgement

D. Through Email

Answer – Option C


Which of the following options may lead to breach in the security system of the organization, if your organization has a large amount of customers' data?

A. Not allowing any employee to carry any external hard drive or flash drive

B. De-activation of login-in ids of ex-employees

C. Sending customer’s private information over personal E-mail accounts of employees

D. Strict policies regarding working from personal computer systems

Answer – Option C

SSC/ N 3001 Convert customer enquiries into sales


You are required to gather information from a customer in order to suggest him/her the best possible product/service for his/her requirements. All of the following are ways to gather the requirements from the customer; except:

A. By analysis of customer’s previous requirements and availed services

B. By analyzing the feedback forms of previously availed services by the customer

C. By gathering information from a public forum

D. By asking appropriate diagnostic questions to understand customer’s requirement

Answer – Option C

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Q2. Question Type – Skill PC – PC3 Level – Difficult An appropriate sequence of sales process needs to be followed every time to ensure the quality of services as well as to achieve the set sales targets. From the given option, choose the correct sequence for sales process with the retailers.

A. Qualify the leads Present a solution Discover their needs Build the relationship Negotiate and close

B. Qualify the leads Discover their needs Present a solution Negotiate and close

Build the relationship

C. Build the relationship Qualify the leads Discover their needs Present a solution Negotiate and close

D. Qualify the leads Present a solution Build the relationship Discover their needs Negotiate and close

Answer – Option B


While attending a customer's query on web chat, you notice that the customer is unable to communicate his/her primary concern. What will you do in such a situation?

A. Escalate the query to your supervisor

B. Ask the customer if the query is genuine

C. Ask appropriate diagnostic questions to understand the concern

D. Disconnect from the web chat

Answer – Option C

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In MS Excel, to arrange the customer's name from those with the lowest priority to those with the highest, you need to sort on the priority field in which order?

A. ascending order

B. descending order

C. alphabetical order

D. random order

Answer – Option A


Which of the following choices is true regarding online bill payments?

A. Online bill payments offer no benefits for vendors

B. Online bill payments will not increase customer satisfaction

C. Online bill payments improve customer experience and billing effectiveness.

D. Companies that do not offer online bill payments will be viewed as wise and concerned about security

Answer – Option C

Q6. Question Type – Theory PC – PC9 Level – Easy

In which of the following situations do you need not ask for the financial information of a customer as Associate CRM:

A. To resolve a service complaint of a customer

B. To start a paid service for the customer from your side

C. To add new features in existing services for the customer

D. For payment of the services provided to the customer

Answer – Option A

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SSC/ N 3002 Make outbound telesales calls


If there is a new scheme launched by your company and existing customers can avail that for next 24 hours only, then which of the following will be the most immediate as well as appropriate way to inform customers about that?

A. Call all the records available in your database

B. Call only the registered customers of the company

C. Email the information of the offer to all the customers

D. SMS the information of the offer to all the customers

Answer – Option B


Which of the following ways of pitching/promotion are likely to result in increased sales of a particular service to the customers?

I. Provide concise service information to the customer linked to his/her need.

II. Provide information about all other services available through your company.

III. Provide free trial period service to the customer.

A. I and II only

B. II and III only

C. I and III only

D. All I, II, III

Answer – Option C

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Q3. Question Type – Skill PC – PC5 Level – Easy You're trying to help a customer, over a call, on a query about a

high end technology service availed by him/her. Customer is unable to understand the directions given by you. What will you do in this situation?

A. Send an email with step by step process

B. Ask the customer to search for the solution on internet

C. Ask the customer to call another time for help

D. Send your colleague to customer's place to sort out the issue

Answer – Option A

Q4. Question Type – Skill PC – PC5 Level – Difficult

You receive the following query from a customer, Mr. Anupam over web chat who has a complaint regarding a product that he had purchased from your company:

Which of the following is the most appropriate script to be followed in order to respond this query?

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A. “Hi Anupam, Apologies for the inconvenience. Please be assured, our support team will get in touch with and explain you the procedure for return of the product and refund guidelines of the same.”

Best Regards”

B. “Anupam, You will have to wait for some days for our support team to get in touch with you on the same and explain you the procedure to send back the product to our warehouse for refund.”

C. “Hi Anupam, Will you please give us the details of your bank account so that we can refund the amount.

Best Regards”

D. “Hi Anupam, I'm not available to chat right now but I will get back to you as soon as possible.”

Answer – Option A


A CRM executive receives an e-mail from a customer with a query. The query will be resolved but it is likely to take more time than what the customer expects. Which of the following will be the most appropriate option to do?

A. Ask the customer to contact again after a while

B. Inform the customer about the delay in resolution and apologize for the same

C. Inform the customer that there will be a delay which is unavoidable

D. Ask the customer to contact a different representative

Answer – Option B

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Q6. Question Type – Skill PC – PC7 Level – Easy If a customer is using abusive words while chatting over web-chat, then which of the following will be the best action to perform?

A. Close the chat, you don't need to entertain such customers

B. Try to calm down the customer and if needed, ask your manager to help you resolve the issue

C. Irrespective of customer’s behavior, solve the query of the customer

D. Use same language as customer is using while communicating

Answer – Option B


You are working as an Associate CRM at a relationship center and you need to increase the sales of those products which are generating more revenue for your company. Which of the following options is NOT an appropriate information to share through email based promotion for the above scenario?

A. Comparison of your company’s product with competing products

B. Details about the marketing strategy of the product

C. Technical features and unique selling points about the product

D. Added service benefits with the product

Answer – Option B

SSC/ N 3003 Deal remotely with customer queries

Q1. Question Type – Skill PC – PC3 Level – Moderate You are required to stick to an email script which is unable to solve a customer's query that according to you are sensible and needs to be resolved. How will you respond to this situation?

A. By trying to resolve the query irrespective of the script

B. By sticking to the script only

C. By informing the customer that the query cannot be resolved

D. By not responding to the request

Answer – Option A

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You have several service requests simultaneously and you want to solve them according to their arrival time. Which operation will you use to arrange 'Date' column in an MS Excel sheet?

A. SORT

B. ORDER

C. INCREMENT

D. DECREMENT

Answer – Option A


Which of the following details of the customer is typically important for you to access the records of the customer from the CRM tool database?

A. Name

B. Address

C. Customer ID

D. E-mail address

Answer – Option C


What should you do if you get a feedback from your supervisor that you have treated a customer inappropriately?

A. Do not apologize if you think you didn’t do anything wrong

B. Blame the customer for overreacting to the situation

C. Ask your supervisor to justify his/her allegations on you

D. Analyze what happened wrong and rectify accordingly

Answer – Option D

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Customer retention is an important responsibility of a CRM associate and is also responsible for business growth of a company. Which of the following strategies are likely to result in higher customer retention?

I. Seeking and analyzing feedback from maximum customers

II. Providing additional service and offerings to ensure customer satisfaction

IV. Offering loyalty offers and schemes to regular and high paying customers

V. Leading the conversation in order to ensure appropriate expectations are set

A. I, II only

B. II, III only

C. II, III, IV only

D. All I, II, III, IV

Answer – Option D

Q6. Question Type – Theory PC – PC10 Level – Difficult

Why is a Customer’s feedback important after his/her query is resolved?

I. It can help improve a product or service

II. It offers the best way to measure customer satisfaction

III. It provides actionable insight to create a better customer experience

IV. It delivers tangible data that can be used to make better business decisions

V. It helps improve internal communication between employees.

Choose the correct option:

A. Only I, II, III and V

B. All I, II, III, IV and V

C. Only I, III and IV

D. Only I, II, III and IV

Answer – Option D

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You have requested a customer to fill a feedback form online and explained its importance, but he/she

refuses to do so. What should you do?

A. Blacklist the customer and refuse to take this customer's requests in future

B. Take no action as feedback cannot be forced from the customer

C. Insist on getting feedback by requesting again

D. Inform your supervisor and request for action against the customer

Answer – Option B

Q. Test Type – Typing Skill PC – PC11

Typing Test (Separate Assessment in actual test) – Candidate to type a given passage as is within a specified time limit with minimum errors.

Q. Test Type – Voice Test PC – PC5 (N2308)/PC4 (N3001)/PC5 (N3002)/PC2 (N3003)

Automated Voice Test (an integral part of domain assessment)

This is an automated, interactive voice response based test. Test takers will be provided with a unique test identification number and a telephone number to call. Telephone lines need to be arranged by the test taker / training provider.

The test involves responding to Audio Inputs and Questions as per directions given before / during the test. For example,

1. Repeat a sentence: Test takers are asked to repeat the sentences that they hear on phone. For example, Get some water. Let’s meet again in two weeks. Come to my office after class if you need help.

2. Short Answer questions: Test takers listen to spoken questions and answer each question with a single word or short phrase. Each question asks for basic information or requires simple inferences. For example, What is frozen water called? – Answer: Ice

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How many months are there in a year and a half? – Answer: 18 Does a tree usually have more trunks or branches? – Answer: Branches

3. Sentence formation:Test takers hear three short phrases and are asked to rearrange them to make a sentence. The phrases are presented in a random order (excluding the original word order), and the test taker has to put together a grammatical sentence that comprises exactly the three given phrases.

Examples:

Question 1 - in / bed / stayRight Answer – Stay in bed

Question 2 - she didn't notice / the book / who tookRight Answer – She didn’t notice who took the book.

Question 3 - we wondered / would fit in here / whether the new pianoRight Answer – We wondered whether the new piano would fit in here.

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SSC/ N 9001 Manage your work to meet requirements


Dev takes 4 hours to type 26 pages. Chaitanya takes 6 hours to type 21 pages. How long will they take

to type 100 pages together?

A. 8 hours

B. 10 hours

C. 12 hours

D. 14 hours

Answer – Option B


Of all the following jobs what would be the correct order of priority for an office employee?

I. Work on a new assignment that your boss has given you to complete in 3 days.

II. Complete a report which is due in 4 hours.

III. Work on a monthly report that is to be discussed in a week.

Choose the correct answer from the options given below.

A. I - II - III

B. III - II - I

C. I - III - II

D. II -I- III

Answer – Option D

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At the end of a busy day at work, you forgot a file containing confidential information of customers in your colleague's desk. What is the most appropriate thing to do in that situation?

A. Decide to leave the office and deal with any problems tomorrow

B. Decide to overlook your error, call your colleague and tell him about the file and get the

file immediately

C. Colleague is your friend and trustworthy, so deal with him the next day

D. You go to your manager and tell him what you have done and let him deal with it

Answer – Option B


Below are given statements followed by two conclusions. Take the given statements to be true, even if they contradict commonly known facts, and determine the conclusion/s that logically follow/s from the statements.

Statements:

I. Some pants are trousers.

II. All the trousers are jeans.

Conclusions:

I. All the jeans are trousers.

II. Some pants are definitely jeans.

A. Only conclusion I follows

B. Only conclusion II follows

C. Either conclusion I or conclusion II follows

D. Neither conclusion I nor conclusion II follows

Answer – Option B

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In the following question, a statement followed by two conclusions is given. You have to choose a conclusion that follows the statement.

Statement:The manager humiliated Mukul in the presence of his colleagues.Conclusions:(1) The manager did not like Mukul.

(2) Mukul was not popular with his colleagues.

A. Only conclusion (1) follow

B. Only conclusion (2) follow

C. Both conclusions (1) and (2) follow

D. Neither conclusion (1) nor conclusion (2) follows

Answer – Option D

SSC/ N 9002 Work effectively with colleagues


Which of the phrases given below should replace the underlined phrase to make the sentence grammatically correct?

Preeti is tired as she is working since 6 o'clock in the morning.

A. she was working

B. she has been working

C. she have been working

D. she will be working

Answer – Option B

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A co-worker is undermining you. Currently, he is your junior but he is better educated than you and is also considered a fast learner. You know from a third party that he is interested in taking over some of your responsibilities. What would you do in such a situation?

A. You wait to see what happens in the future

B. Have a talk with him and tell him that co-operation is necessary for any workplace and

you both can learn from one another

C. You report the matter to your supervisor

D. You confront the co-worker and tell him that his behavior is unacceptable

Answer – Option B


Find out which part of the sentence below has an error and mark the correct option accordingly.

Your data are being entered.

A. Your data

B. are being

C. entered

D. No error

Answer – Option D

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Sheetal and Bhavnish are assigned a project together. Bhavnish was unable to complete his part of work

on time due to which Sheetal was unable to complete the remaining work on time. Bhavnish was given

a warning from their manager for the same. What should he do?

A. He should talk to the manager and apologize for his mistake

B. He should blame Sheetal for the delay as the remaining work was assigned to her

C. He should try to talk to Sheetal and convince her to take the blame on both of them

D. He should ignore the warning given by his manager

Answer – Option A


You are a team manager. One of your team members is lazy and has a laid back attitude. What should

you do to make him an active team player?

A. You should scold him in front of other team members so that he gets embarrassed

B. You should talk to him and motivate him to work hard in order to have professional

growth in the organization

C. You should terminate him for some days

D. You should ask other team members to timely humiliate him

Answer – Option B

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SSC/ N9003 (Maintain a healthy, safe and secure working environment)


You notice that one of your colleagues is in a lot of stress because of being constantly bullied by another colleague. What should be the appropriate response from your part?

A. Report the issue to the higher authority

B. You should ignore the matter as you have no role to play in it

C. You should discuss the matter with your colleagues

D. You should confront the bully by yourself

Answer – Option A


Consider the following symbol/sign:

Which of the following information can be given using the above symbol/sign?

I. To warn staff and public of the potential dangers in and around the workplace

II. To indicate that a course of action is safe to take

III. To provide further information

Choose the correct answer from the options given below:

A. Only I

B. Only III

C. All I, II & III

D. Only II

Answer – Option A

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What is the course of action to deal with hazards?

I. Spot the hazard

II. Make the changes

III. Assess the risks


A. I - II - III

B. III - II - I

C. I - III - II

D. II - III – I

Answer – Option C


You receive a call from an unknown person, who informs you of a possible bomb scare in the organization.

Which of the following should be an immediate course of action?

A. Inform the bomb disposal squad and evacuate the premises using the stairs

B. Inform the bomb disposal squad and evacuate the premises using the elevator

C. Inform the bomb disposal squad and wait for their arrival

D. Do nothing as it might be a hoax call

Answer – Option A

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You are joining a new company and on the first day you find that there are no fire exits from the office.

Among the following points what is/are the most appropriate thing to do:

I. Go to your supervisor and tell him about the problem and the necessity of fire exits.

II. Search other exit ways that would be helpful during emergencies and inform about it to everyone.

III. Register a complaint against the security department.

Choose the correct answer from the options given below:

A. Only (I)

B. Only (I) and (II)

C. Only (II) and (III)

D. All (I), (II) and (III)

Answer – Option B

SSC/ N 9004 Provide data/information in standard formats


From the given options identify which should complete the following sequence.

A.

B.

C.

D.

Answer – Option D

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Which of the following sources should help anyone to learn how to deal with clients?

1. Learn from books about customer relationship management

2. Ask your superiors for advice

3. Notice how your peers deal with clients and learn from them


A. Only 1

B. Only 1 and 2

C. Only 3

D. All 1, 2 and 3

Answer – Option D


In a certain code language, "SOFTWARE" is coded as "TPGUXBSF", then how would "PROJECT"

be coded in the same language?

A. QSPKFDU

B. QSQKFDU

C. QSQKFDV

D. QSQLFDU

Answer – Option A

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Find out the missing number in the given series.

0, 3, 8, 15, 24, ? , 48

A. 35

B. 39

C. 33

D. 36

Answer – Option A


When you are working on a report on Microsoft Excel, then the file will be saved in ____ format.

A. .xlsx

B. .pdf

C. .html

D. .exe

Answer – Option A


Which of the following sentences is formed with least number of vowels?

A. Necessity is the mother of invention

B. Practice makes perfect

C. Two heads are better than one

D. Potential unexpressed turns to pain

Answer – Option B

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SSC/ N 9005 Develop your knowledge, skills and competence


One of your supervisors has recommended you to take an English course so that your communication skills can be improved. What should you do?

A. Ignore his advice

B. Listen to his advice and enroll on that course for self-improvement

C. Express your disinterest by yelling on him

D. Thank him politely while expressing your disinterest

Answer – Option B


Which of the following would be the best course of action for you to take in order to systematically improve your management skills?

I. Make decisions following careful analysis, rather than going with your gut

II. When you have a problem, solve it yourself before asking your boss what to do

III. Hang out with people who are good managers


A. Only I

B. Only II

C. Only I and III

D. All I, II and III

Answer – Option A

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Consider a technology that you are interested in learning but you do not have the opportunity to apply this technology as a part of your current work. Which of the following is the most suitable course of action that you can take in this case?

A. Learn by working on the technology during your free time

B. Consider employment opportunities in that domain with your learning goals

C. Ignore your interests and learning goals and stick to your work

D. Discuss with your manager if there is any requirement related to the technology

Answer – Option D


To get a report on performance of employees, the testing criteria should NOT consist of:

A. knowledge of employee

B. professional development of employee

C. range of skills of employee

D. salary of an employee

Answer – Option D


In your company, there is a policy to test the performance of all the employees every 6 months. By looking at your evaluation, you come to know about some of your weak areas. What would you do then?

A. claim that the evaluation is false and incorrect

B. analyze your weak areas and try to improve on them

C. ask for a re-test of your evaluation

D. put a blame on your colleagues for your bad performance

Answer – Option B

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