What is the most top CRM priority for business leaders?

• A) Gathering more and better information
• B) Acquiring new customer
• C) Ensuring promises
• D) Measuring business out come

Under the REGULATION R-16 the housing finance facility shall be provided at a maximum debt-equity ratio of _____.

• A) 85:15
• B) 70:10
• C) Non of given options
• D) 80:20

Home loan facility tenure should not exceed the customer’s _______ age.

• A) Job age
• B) Non of given options
• C) Working age
• D) Retirement age

While determining ________ of the prospective borrower, banks/DFIs shall ensure that the total monthly amortization payments of consumer loans, inclusive of housing loan, should not exceed 50% of the net disposable income of the prospective borrower.

• A) Credit worthiness and repayment capacity
• B) Repayment capacity
• C) Credit worthiness
• D) Disposable income

Quiek and fast process of transactions without errors belongs to which of the following service experience factors?

• A) Hygiene factors
• B) Critical factor or “moments of truth”
• C) None of the given options
• D) Environmental factors

Moment of truth put a _______ impact on the attitude of the customer.

• A) Non of given options
• B) Positive impact
• C) Negative impact
• D) Positive or negative impact

“Customers do not all want service at the same time or at times necessarily convenient for the company” this challenge belongs to which type of the variability?

• A) Capability variability
• B) Request variability
• C) Arrival variability
• D) Effort variability

Service experience can be influenced by which of the following factors?

• A) All of the given options
• B) Environmental factors
• C) Hygiene factors
• D) Critical factor or “moments of truth”

All banks ___________to improving customer satisfaction and the customer experience.

• A) Pay lip service
• B) Allocate heavy funds
• C) Charge heavy interest
• D) Pay Service charges

Which of the following is NOT one of the reasons that why Asian banks should adopt ERM (enterprise risk management) without delay:

• A) ERM has been adopted by other banks in foreign countries
• B) An ERM framework provides the overall architecture for a bank’s risk management program
• C) Empirical research and industry surveys have indicated that there are clear business benefits for adopting an ERM program
• D) Banks face complex risks that are highly interdependent, and an ERM framework enables a bank to manage all major risks and their interdependencies

Why it is necessary to monitor and measure branch service quality?

• A) All of the given options
• B) Because branch service measurement and monitoring is becoming a major area of management focus
• C) Because bank’s recognized service quality is critical to retain service
• D) Because bank’s have made public commitments to build deeper and better customer relationships

Expectations that customer automatically expected in dealing with any bank are called_____?

• A) Interactive expectation
• B) Baselines expectations
• C) Non of given options
• D) Brand-specific delivery expectations

Which of the following is “Harram” in Islam?

• A) Mudarabah
• B) Short selling
• C) Musharakah
• D) Non of above

How CAD after the approval and with drawn of loan help management to secure loans?

• A) Conducting periodic valuation of collateral and monitoring timely repayments
• B) Keeping track of borrowers compliance with credit terms
• C) Identifying early signs of irregularity
• D) All of the given options

Which of the following is NOT among t he four things a service business must get right?

• A) Customer management system
• B) Production cost
• C) Offering
• D) Employee management system

An Islamic Fund manager is not allowed to invest in___.

• A) Alcohol
• B) All of given options
• C) Defense
• D) Insurance companies

Emotional connection established by the banks with customers are based on.

• A) All of the given options
• B) Trust
• C) Respect and dignity
• D) Caring

Companies that learn to manage the ¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬_____________ customers bring to the works will find that customers are the key to competitive advantage.

• A) Variability
• B) Orders
• C) Demands
• D) None of the given options

How the loan is continuously watched over, after it is approved and draws down allowed?

• A) All of the given options
• B) By identifying early signs of irregularity
• C) By keeping track of borrower’s compliance with credit terms
• D) By conducting periodic valuation of collateral and monitoring timely repayments

Which of the following Key component of an Enterprise Risk Management (ERM) provide the risk measurement, analysis, and reporting tools to quantify the bank’s risk exposures as well as track external variables?

• A) Corporate governance
• B) Risk modeling
• C) Line management
• D) Portfolio management