STATE BANK OF INDIA LEARNING CENTRE, HYDERABAD MODEL TEST FOR PRE-CONFIRMATION TO MMGS-II 1.

In case of Public Sector Banks, Foreign Direct Investment is capped by Government at ____. a. 74% b. 49% c. 20% d.51% 2. Recently, the RBI has set up an expert panel, to examine the functioning of MFIs and their regulation, under the chairmanship of ____. a. Y H Malegam b. Narayana Murthy c. C. Rangarajan d.Y.V.Reddy 3. In the Second Quarter Review of Monetary Policy for 2010-11, RBI has increased the provisioning on standard asset for all housing loans with teaser rates to ____. a. 0.50 % b. 1% c. 2 % d. 1.50% 4. SBI is planning to raise Rs.10000 crores through bonds issue to augment its capital base. The funds raised from the bonds will constitute SBI's ____________ capital. a. lower Tier-II b. Tier-I Capital c. Tier-III capital d.Floating Capital 5. The countrys largest private insurer in terms of first year premium collection. a. SBI Life b. ICICI Prudential c. Reliance Ins.services Ltd., d. HDFC Insurance 6. One-Time Password (OTP) is related to a. Debit card users b. Credit card users c.SWOs of the Branch d.Branch Admin Password. 7. The newly introduced Indian Rupee Symbol is based on a. Roman Script b. Devnagari Script c. Sanskrit Script d.Both a & b 8. Which of the following markets are independently regulated by forward market commissions? a. Stock Markets b. Mutual Funds c. Commodity exchanges d. Forex markets 9. Smart Money is a term used for a.Credit Cards b. Internet Banking c.Gold ETF d. Mobile Banking 10. _________launches housing index to track new residential projects in 31 major cities and measure the changes in construction activities? a. HUDCO b. RBI c. HDFC d. NHB 11. Anywhere banking on Your mobile is the slogan of_______ a. State Bank of India b. ICICI c. Bank of India d. Syndicate Bank 12. RBI appointed the committee on Comprehensive Regulation of Credit Rating Agencies, which is headed by a. Usha Thorat b. K.P. Krishnan c. Chidambaram d. Rangarajan 13.As per the RBI directives the Infrastructure Finance Companies (IFC) (which are now included in NBFCs) have to maintain a minimum capital adequacy ratio of______% a. 10% b. 12% c.14% d.15% 14. State Bank of India had tied-up with ___________, to provide collateral management and referral services to extend post- harvest credit facilities to farmers and traders? PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 1 Page

a. L & T logistics b. Shree Shubham logistics c. GMR logistics d. DHL logistics 15. SBI picks Visa International and __________, as joint partners for setting up a network of Point of Sale terminals (POS) across the country. a. TCS technologies b. GE capital c. Elavon Inc d. Pinnacle Inc 16. Any Bank can start its branch without permission of RBI in _____part of India? a.North Eastern b. North Western c. South Western d. No such instruction exists. 17. If all the banks increase deposit rates and lending rates, it is an indication of____ a. There is a liquid surplus b. There is a liquidity crunch c. Banks get loans at cheaper Repo Rate d. The supply of money is at lower interest. 18. The Financial Stability Development Council (FSDC), a high level body which has been set up to resolve inter regulatory coordination issues, is headed by_________ a. RBI Governor b. Prime Minister c. Finance Minister d. SEBI chairman 19. Why stand in line? File online is the punch line of_________ a.Income Tax Dept b.Sales Tax Dept c.Customs & Central Excise Dept d.Excise Dept 20. According to RBI, coins of denomination of 25 paise and below will not be accepted for exchange at the bank branches w.e.f _________ onwards. a. July 1, 2011 b. 30 th June 2011 c.1st April 2011 d. 31st March 2011 21. According to the revised KYC & AML guidelines of RBI a small account is a savings account in a banking company wherein (i) The aggregate of all credits in a financial year does not exceed rupees one lakh; (ii) The aggregate of all withdrawals and transfers in a month does not exceed rupees ten thousand; (iii) The balance at any point of time does not exceed rupees fifty thousand a. I & ii are correct b. ii & iii are correct c. I, & iii are correct d. I, ii & iii are correct 22. RBI proposed timeline for banks to migrate to advanced risk norms under Basel II. a. RBI has proposed that banks apply to the central bank for migrating to these norms earliest by April 1, 2012, for which it may give approvals by March 31, 2014. b. RBI has proposed that banks apply to the central bank for migrating to these norms earliest by April 1, 2011, for which it may give approvals by March 31, 2013. c. RBI has proposed that banks apply to the central bank for migrating to these norms earliest by April 1, 2012, for which it may give approvals by March 31, 2013. d. RBI has proposed that banks apply to the central bank for migrating to these norms earliest by April 1, 2013, for which it may give approvals by March 31, 2014. 23. Recently, BSE has launched New Islamic Index called as _____. a. BSE TASIS Shariah 50 Index b. BSE S&P Shariah-compliant Index c BSE- DubainTop 30 Index d. BSE Sharjah Gilt edged Index 24. . Recently, SEBI has enhanced the retail investor limit of Application Supported by Blocked Amount (ASBA) to Rs ________. a. 1 Lac b. 2 Lac c. 3 Lac d. 5 Lac PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 2 Page

25. Our Internet Banking product Cyber Treasury is online facility for _____ a. collection of taxes for various state Governments b. remittances of Central/ State Governments c. Deposit, collection and transfer of funds to abroad d. None of these 26. The cut-off limit for double signature in Inter Office Instruments (IOI) wef 01/12/2010 will be ______. a. 50,000/- b. 1,00,000/- c. 1,50,000/- d. 2,00,000/27. With a view to improve the quality of verification of the account opening forms (AOF) and other handling cost, our Bank has decided to charge Rs. 100/- per discrepant AOF from the ______. a. officer(s) in the branch responsible for AOF b. Regional Manager c. BM and RM at Rs. 50/- each d. Respective SWO and officer in the branch responsible for AOF 28. A Panel constituted for resolution of all clearing-related disputes (PRD) shall dispose of the complaints within _____ working days. a. 7 b. 10 c. 15 d.21 days 29. Funds in deposit accounts that have not been operated for more than 10 years will be credited to a. Depositor education and awareness fund b. Overdue TDR account c.Profit account d. Govt Account 30. Branch Document Register consists of______number of sections (a) 10 sections (b) 9 sections (c) 8 sections (d) 7 sections 31. .In case of Defence Salary Package (DSP) accounts opening which of the following statement(s) is/ are not true. (i) For DSP accounts Passport/Driving License etc may be used in First ID field. (ii) The Personal /IC /WS/SS Number as evidenced by their Identity Card may be captured in the second ID field while creating the CIF. (iii) The Army personnel are not allowed to submit a Photocopy of his/her Identity card for our records ( a) i and ii (b) i and iii (c) ii and iii (d) iii only 32. For the purpose of Cheque collection Policy, a satisfactorily conducted account shall be one which has been fulfilling the following characteristics. (i) Opened at least six months earlier and is fully complying with the KYC documentation requirements. ii) Is neither dormant nor inoperative.

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iii) Where branch has not noticed any irregular dealings/ suspicious transactions in the last 6 months.
iv) Where the branch has not experienced any difficulty in recovery of any amount advanced in the past including cheques returned unpaid, after giving credit. v) Where no adverse features attached to the account/account holders has been brought to the notice of the Bank. ( a) i,ii, iv, v only (b) i,iii,iv, v only (c) i, ii, iii, iv, v only (d) i, ii, iii, iv, v only 33. The rate of interest payable will be______%, if the collections of outstation instruments are delayed beyond the stipulated period and up to 45 days where the proceeds of the instruments are to be credited to overdraft or loan accounts of the customers. (a) Interest payable would be at rate applicable on loan account linked to Base rate. (b) Interest payable would be at rate applicable on loan account. (c) Interest payable would be at Base rate. (d) Interest payable would be at rate applicable on loan account linked to Bank rate. 34. W.E.F from 01.10.2010, Service Tax is paid by (a) Respective Branches (b) Respective Administrative Units (c) Respective L.H.Os (d) Corporate Centre 35. Cash handling charges for CA/CC deposit (Other than P segment Customer) (a) Up to one bundle NIL, More than one bundle Rs 100 per bundle Max 10,000/(b) Up to one bundle-NIL, More than one bundle Rs 10 per bundle Max 10,000/(c) Up to one bundle-NIL, More than one bundle Rs 100 per bundle Max 1000/(d) Up to one bundle-NIL, More than one bundle Rs 10 per bundle Max 1,000/36. According to the recent instructions back dated opening of which deposit account is stopped. (a) TDR a/c (b) STDR a/c (c) RD a/c (d) SB a/c 37. The counter where the customer's transactions can be done by swiping the card on a device called the Transaction Processing Device (TPD), is called (a) Green Channel Counter (b) Green Banking Counter (c) Green Transaction Counter (d) Paperless Transaction Counter 38. Term deposits which have matured but not paid are to be treated as_____ (a) Term Liability (b) Demand Liability (c) contingent liability (d) None of these 39. Who can mark such IOI as damaged in CBS (a) Vault teller only (b) VPIS custodian only (c) C.D.C,Belapur (d) either a or b 40. Under RTI Act, 2005 an applicant who does not receive a reply within the specified period or an applicant who is aggrieved by a decision of the CPIO can prefer an appeal within___________ days to the Appellate Authority in the Bank. (a) 7 days (b) 15 days (c) 30 days (d) 90 days 41. Base Rate system is implemented by all the banks in India w.e.f. 01.07.2010. Base Rate system does not cover. I. DRI Advances, PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 4 Page

II. Loans to Banks own employees, III. Loans to banks depositors against their own deposits, IV. In case of crop loans up to Rupees three lakh, for which subvention is available, V. For export Credit, where subvention is available, the amount of subvention available, VI. Restructured loans (a) I, II, III only (b) II, III, IV only (c) II, III, IV, V only (d) I, II, III, IV, V, VI only 42. Annuity Deposit Scheme- which of the following statement(s) is/ are correct i. The scheme is available at all branches and min.amount to be deposited is Rs.25000/- for a period of 36/60/84 or 120 months as per the customers choice. ii.Minimum annuity amount should be Rs1000/-, rate of interest payable is the same as applicable to banks Term Deposits for the relevant period. iii. TDS is not applicable for the scheme iv. No deposit receipt will be issued instead universal pass book is issued. ( a) i, ii, iii correct (b) i, ii,iv correct (c) i, iii, iv correct (d) ii,iii, iv correct 43. In the New Branch Redesign V.B.O means (a).Village branch Officer (b) Vitrual branch Office ( c) Vitrual back Office (d) Venue Bank Officer 44. The Fidelity Insurance cover for SWO is Rs._____ lac. (a) Rs1.00 lac (b) Rs.2.00 lac (c) Rs.5.00 lac (d) Equal to Branch Retention limit 45. For the purpose of Cheque collection Policy, a satisfactorily conducted account shall be one which has been fulfilling the following characteristics. (i) Opened at least six months earlier and is fully complying with the KYC documentation requirements. ii) Is neither dormant nor inoperative. iii) Where branch has not noticed any irregular dealings/ suspicious transactions in the last 6 months. iv) Where the branch has not experienced any difficulty in recovery of any amount advanced in the past including cheques returned unpaid, after giving credit. v) Where no adverse features attached to the account/account holders has been brought to the notice of the Bank. ( a) i,ii, iv, v only (b) i,iii,iv, v only (c) i, ii, iii, iv, v only (d) i, ii, iii, iv, v only 46. Remittance Business- Western Union Financial Services which of the following statements are correct i. Maximum limit per transaction is USD 2,500. ii. A beneficiary can receive a maximum of 12 transactions in a calendar year. iii. Remittances can be committed only for personal use. Iv .Maximum cash amount paid out to the receiver is INR 50,000.If the amount exceeds INR 50,000.00 an account payee cheque will be issued or the account of the beneficiary has to be credited for the entire amount. ( a) i, ii,iv are correct (b) i,ii,iii are correct (c) iv only correct (d) All are correct PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 5 Page

47. The particulars of death certificates, probates, succession certificates, letters of administration and court orders appointing receivers, et. are recorded in (a) Sundry documents register (b) Branch Document Register (c) Power of Attorney Register (d) Inward Mail Register 48. Not Negotiable crossing denotes (a) Restricts the transferability (b) Does not restricts transferability (c) No such crossing as per NI Act (d) None of these 49. To sanction loan against Equity Shares, Prior administrative clearance is required to be obtained by the Branches/Operating Units from the _____. a. Regional Manager/Controller b. DGM(CFO) , LHO c. DGM (Operations), Corporate Centre d. Net Work G.M 50. In case of Non Metro Centre, Builder Tie-Ups for Home loans are to be approved by a. AGM(RBO) / AGM(Branch) b. DGM (PBU) c. Committee consisting of AGM (Law), AGM (Civil Engineer) & CDO d. CGM of the circle 51. The risk weight on loans up to Rs.1 Lac against gold and silver Ornaments is a. 100% b. 50% c. 75% d.NIL 52. Prior administrative clearance is required to be obtained from AGM Region/ Branch, under SBI Realty Loans limit above _________ . a. 5.00 Crore b. 0.50 Crore c. 1.00 Crore d.2.00 crore 53. Under Corporate Salary Package, discretion to permit deviation in eligibility criteria has been vested with a. PBBU Heads of the Circle b.CGM of the Circle c.Network GM d. CMC 54. Under Card to Card transfer of funds (C 2 C) transaction limit per transaction has been fixed at Rs.______ a. Rs.40000/b.Rs.50000/c.Rs.60000/d.Rs.75000/55.Under Capital Gain Plus the minimum deposit amount is a. Rs.1000/- in case of TDR and Rs.500/- in case of SB account b. Rs.5000/- in case of TDR and Rs.500/- in case of SB account c. Rs.5000/- in case of TDR and Rs.1000/- in case of SB account d. Rs.10000/- in case of TDR and Rs.1000/- in case of SB account 56. Under Defence Salary Package for Navy, the personal accident insurance cover for Silver variant is Rs.________ a.Rs.1,00,000/- b. Rs.2,00,000/- c. Rs.5,00,000/- d. None of these 57. The following types of loans are not processed at RACPC (a ) Mortgage loans ( b)Education Loans ( c)Xpress Credit (d)Rent Plus 58. Under LCPC setup, welcome kit will be given to (a ) Who are eligible for cheque books (b) Who are eligible for ATM cards ( c) a or b above (d) a and b above 59. Relationship Manager (Personal Banking) will attend to a) Deposits & Assets b) Mutual Funds & Insurance c) a&b d) None of the above

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60. What is to be done at The CPPC linked branch, When a customer approaches the Branch for submission of Life Certificate / other Certificates (Non Re-marriage Certificate / Non Re-employment Certificate), by the Official/Senior Assistant who is provided with ID and password (i) invoke Certificate submission option under PPO Links menu in the respective CPPC URL (by using ID and password given) (ii) enter Life Certificate and other certificates viz. non re-employment / non remarriage certificates submitted by the pensioner, and (iii) Forward these certificates to CPPC for their custody. (a ) I and ii only (b) ii and iii only (c) I and iii only (d) I, ii, iii only 61. Annuity Deposit Scheme- which of the following statement(s) is/ are correct i. The scheme is available at all branches and min.amount to be deposited is Rs.25000/- for a period of 36/60/84 or 120 months as per the customers choice. ii.Minimum annuity amount should be Rs1000/-, rate of interest payable is the same as applicable to banks Term Deposits for the relevant period. iii. TDS is not applicable for the scheme iv. No deposit receipt will be issued instead universal pass book is issued. ( a) i, ii, iii correct (b) i, ii,iv correct (c) i, iii, iv correct (d) ii,iii, iv correct 62. All dormant/inoperative accounts may be classified as _____ Risk. a) Low b) Medium c) High d) None of these 63. Maximum amount a minor can have in S B a/c in his sole name (a) Rs.50000/(b) Rs.100000/(c) Rs.200000/(d) Rs.2000000/64. A Foreign national whose grandparents were citizens of India by virtue of the of the Citizenship Act, 1955 (57 of 1955) is said to be (a) PIO (b) NRO (c) NRI (d) None of these 65. Annual Maintenance fee for YUVA Card is (a) Rs.50/- (b) Rs.100/- (c) Rs.200/- (d) None of these 66. Minimum margin in our Home Loan scheme to Businessmen is _____. (a) 10% (b) 20% (c) 25% (d) 30% 67. Under Jai Jawan pension Loan the loan amount is fixed basing on (i) 48 times of net monthly pension (ii) Maximum of Rs.2.00 lakhs (iii ) Subject to EMI/NMI not exceeding 40% ( a) I, ii only (b) I,iii only (c) ii,iii only (d) I,ii, iii only 68. The margin under staff computer loan is stipulated at (a) 5% (b) 10% (c) 15% (d) nil 69. Under the scheme of Certified Pre Owned car loan takeover of loan may be considered selectively. Pick up the correct statement (s) (i) the vehicle is not more than 2 years old; (ii) it is a single ownership vehicle; (iii )no insurance claim has been availed and

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( iv) the account of the borrower with the other bank is a Standard Asset i.e. all repayments have been made as per terms of sanction of the original financier. (a ) I,ii, iii only (b) I,ii,iii,iv only (c) ii,iii,iv only (d) I,iii,iv only 70. EMI/NMI ratio for loan amount of Rs.10 lakhs and above under SBI reality loan is (a) 40% (b) 50% (c) 60% (d) No stipulations at present 71. Under Sahayog Niwas loan scheme, the eligibility is (a) SHGs which are in existence for more than 2 years and with good track record of 2 years (b) SHGs which are in existence for more than 3 years and with good track record of 3 years (c) SHGs which are in existence for more than 5 years and with good track record of 5 years (d) SHGs which are in existence for more than 5 years and with good track record of 3 years 72. Under Per segment Gold Loan the facility extended is (a) OD facility (b) DL facility (c) Both OD and DL (c) OD, DL, CC can be provided 73. Which of the following sentence(s) is/are true about AUCA? i. Written off accounts with outstanding more than Rs. 50000/-. ii. Legal action has been initiated and/ or some tangible security is available and the realizable value thereof is more than 20% of the outstanding. a. Only i b.Only ii c. Both the above 74. In our SBI SME Collateral-Free Loans scheme for loans between ` 25 lacs to 1.00 Crore, the eligibility norm is ______. a. All our regular SME Units b. SME Units having CRA Rating of SB10 and above c. All SME units including those having limits with other banks d. None of these 75. Safe custody receipt in respect of security deposit received from BCs/BFs at Region level is to be kept with _______. a. Regional Manager b. Asstt. General Manager (Admin) c. Chief Manager (Rural) 76. To avail loan from the Bank under our scheme for financing to MFIs /NGOs, the SHG Federations/Clusters should have a minimum membership of _____. a. 30 SHGs b. 50 SHGs c. 30 SHGs or 300 members d. None 77. Under Produce Marketing Loan scheme, full insurance cover has to be obtained, if value of stock exceeds ________. a. Rs 10, 000/- (b) Rs 15, 000/- (c)Rs 25, 000/- (d) Rs.100000/78. Under CGTMSE, where Working Capital facility alone is covered, the tenure is for a block of _____ years. a. 5 (b) 2 (c) 3 (d) 1 year 79. Our Bank has relaxed collateral security requirement for crop loans up to Rs. 2 lacs for borrowers with good track record of ____ years. a. 2 b. 3 c. 4 d.5 80. The current limit for collateral free loans to Micro and Small Enterprises (MSEs) sector in India? PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 8 Page

a. Rs.15 lakh b. Rs.25 lakh c. Rs. 40 lakh d. Rs.75 lakh 81. As per the revised Scoring Model for Tractor Loans, the Credit Score required for financing a Good Loan is _____. a. 75 & above b. 56 & above c. 26 to 55 d. No stipulations at present 82. Branches headed by AGM are authorized to release SME Car Loans to existing borrowers up to Rs ____ Lac or _____ of the existing fund based exposure whichever is lower. a. 25, 10% b. 50, 10% c. 10, 10% d.5,10% 83. One of the following is not the activity of the SMECCC a) Documentation b) Pre-sanction Inspection c) Loan Maintenance d) sourcing of application 84. The following activities will not be undertaken by TFCPC a) Issue of Inland LC/BG b) Issue of Forex LC/BG c) Discounting of Export Bills d) Finance for trade 85. The peak credit limit under KCC is fixed on the basis of__________ a) Operational land holding, cropping pattern and scale of finance as Recommended by District Level Technical Committee (DLTC). b) Ancillary needs of the borrower c) Contingent needs of the borrower d) All of the above. 86.The list of notified centres for creating the valid Equitable Mortgage is issued by a) Deputy Collectors in the districts b) Registrars office in the districts c) State Government in their Gazette d) Local Head Offices in the circle 87. As per the Nayak Committee Method is the maximum working capital limit that can be sanctioned to an SSI unit under is Rs.____________ a) 1 crore b) 5 crore c) 2 crore d) 10 crore 88. Advances to Mid corporate are classified under ______. (a) SIB segment (b) C& I segment (c) a or c (d) a or b 89. A profit for the enterprise is reflected in the__________ side of the balance sheet (a) Liability side (b) Asset side (c) Not reflected (d) Foot note 90. As parsec.171 of Indian Contract Act, Bankers Lien confers on the bank the right to (a) Retain the securities (b) Exercise the right for time barred debts also (c) Sell the securities only after giving the debtor a reasonable notice (d) All of these 91. Which Risk is not covered under new model of CRA? (a) Market risk (b) Business risk (c) Industry risk (d) management risk 92.In case of liquidation of a company the following person will be appointed (a) Official receiver (b) Official liquidator (c) Administrator (d) Executor 93. Capital funds of the bank under RBI,s Credit exposure norms indicate (a) Tier-I capital (b) Tier-II capital (c) Tier I plus Tier-II capital (d) Paid up capital 94. FFR reports are now to be obtained for limits of Rs._____crores and above (a) Rs.1.00 cr (b) Rs.2.00 cr (c) Rs.5.00 cr (d) Rs.10.00 cr 95.Jaid season crops means PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 9 Page

(a) Rainy season crops (b) summer season crops (c) Winter season crops (d) None 96. Standing crop is taken as ____to secure the loan (a) Hypothecation (b) Mortgage (c) Pledge (d) Lien 97. To transfer money between accounts of different banks using Instant Mobile Payment System (IMPS), the customer requires _____. a. Mobile Money Identifier (MMID) and a Mobile PIN (MPIN) b. 3G facility or WAP facility c. All the above 98. The present base rate of SBI is.______ (a ) 7.5% (b) 7.63% (c) 8% (d) 8.25% 99. Transactions put through at non-home branches, where both the legs (debit and credit) involve inter-core transactions at outstation branches, will be charged for one leg only. a. 1 & 2 correct b. 2 & 3 correct c.1 & 3 correct d. 1, 2 & 3 are correct 100. State Bank of has launched an Information Technology joint venture with a. INFOSYS b. TCS c. WIPRO d.IBM 101. What is BIAK? (a) Bank Internal Authorization Key (b) Branch Internal Authorization Key (c) Built-in Authorization Key (d) Built-in Authentication Key 102. UTR number in RTGS/ NEFT transactions contains ____characters (a) 10digit numerals (b) 16 digit numerals (c) 10 digit Alfa numeric (d) 16 digit Alfa numeric 103. Cyber Treasury is a web-based solution for depositing Taxes on line to a) Central Govt A/C b) State Govt. A/C c) A & B d) None of the above 104. CMS refers to (a) Complaints Monitoring System (b) Complaints Mitigating System (c) Customer Management System (d) Complaints Management System 105. Blue Tran is associated with (a) CBS (b) INB (c) Mobile Banking (d) ATM 106. Social Engineering is a term associated with (a) IS security measure (b) Bankers Social obligations (c) Responsibility towards society and providing education loans to engineering graduates (d) None of these 107. In the event of loss of laptop whom should be contacted immediately a) Police station, b) Controller & Information Security Department c) Insurance Company, d) Banks Security Officer 108. Internet access should be provided only for users a) To send / receive mails b) With business needs c) To browse various sites d) To download files/data 109 . Prerna is a _______________. a. Training programme for the AMFI certified women employees of SBI b. Name of Scholarship given by SBI to girls from poor families c. Community Banking Programme of SBI for the handicapped persons PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 10 Page

d. Leadership and motivation programme for Branch managers 110. Under New Pension Scheme, the contribution to be made by the new employees who joined wef 1.8.10 is at the rate of ______ from the monthly salary. a. 10% of the Basic (b). 10% of the Basic and Dearness Allowance c. 10% of Gross Salary (d) None of these 111. Under Voucher Viewing and Verification Module (online VVR module) Voucher allocation can be done for the ______. a. current day only (b). any backdated allocation c. any day (d) None of these 112. Under Voucher Viewing and Verification Module, allocation can be done by the teller with user type ____ or capability level equal to ___. a. 40, 6 b. 50, 9 c. 45, 5 d. any officer of the Bank 113. Our Bank has decided that all categories of employees, who join/joined the Bank in permanent scale on or after _______ shall be offered the benefits of Defined Contribution Pension Scheme. a. 1st August, 2004 b. 1st August, 2007 c. 1st August, 2008 d.1st August 2010 114. According to the guidelines of CVC (Central Vigilance Commission), the fraud cases involving an amount of Rs._____ needs to be referred to CBI (a) Rs.10.00 lakhs and above (b) Rs.50.00 lakhs and above (c) Rs.1.00 crore and above (d) Rs.10.00 crore and above 115. . SARC will deal with the following types of accounts:( a) BIFR cases b) Mid corporate c) Staff A/cs d) does not deal with all of the above 116. Document Archival Centre is aimed for a) Printing of documents b) Record Management Solution c) a & b d) None of the above 117. Which of the following is not a pillar under Basel II norms? a) Liberalizing of the banks b) Regulatory requirements of capital c) Supervisory review d) Market discipline 118. The exchange of currencies takes place on the next working day is known as (a) Call rate (b) Cash rate (c) Tom rate (d) forward rate 119. Deemed Exports? a) Exports made by EOU out of the country b) Exports made by units situated in EPZ areas to foreign countries c) Supply of goods and services to units within the country which can earn/save foreign currency to the country d). None of these 120. Citizen Intervention IV refers to (a) Discovery programme (b) customer fulfillment programme (c) Market engagement programme (d) vision programme RATIONALS: 1. Operational Risk has been given importance by the Banks. 1. Operational Risk has been given importance by the Banks. PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 11 Page

As per the Basel guidelines, and RBI directives. Due to significant growth in the banking transaction there is increase in operational risk e.g. Inadequate/failed internal processes, people, system etc. To strengthen the soundness and stability of system. It is an important component of risk management system.

2. SBI has introduced Mobile Banking . SBI has introduced Mobile Banking. Increasing growth in mobile phone coupled with the increased functionalities Due to convince, Mobile Banking is emerging as a strong alternative channel for rendering banking services. Cost effective, and secure. User friendly for all types of banking services and transactions. To ensure the level playing field for our bank in comparison of Foreign/Private banks.

3. Currency Chest operations are to be reported to Link Office on the same day. Currency Chest operations are to be reported to Link Office on the same day. With a view to avoid the penalty imposed by RBI for the delayed period The bank also loses the opportunity cost of the funds claimed late from RBI

4. Interest is paid to customers on delayed collection of outstation cheques Interest is paid to customers on delayed collection of outstation cheques. Recommendations of Goiporia Committee on Customer Service To compensate the customer for the inconvenience/ loss caused to him on account of the delay To make branches more conscious of the need for prompt collection of cheques As a measure of providing good customer service

5. Two signatures are taken on the Demand Promissory Note, one over the Revenue Stamp and the other beside it. Two signatures are taken on the Demand Promissory Note, one over the Revenue Stamp and the other beside it. PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 12 Page

In case of loss of the Revenue Stamp, the other signature provides as an evidence of execution of the document To facilitate verification of the Borrower's signature

6. Maintenance of Minimum cash balance is advocated Maintenance of Minimum cash balance is advocated. Branch cash balance represents idle asset. Branch has to pay Interest to C.O. on cash balances. It is a drain on profitability. 7. Currency Notes are not treated as Security Currency Notes are not treated as Security Currency Notes are Legal Tender. These are transferable my mere delivery alone. It is difficult to establish the nature of holder's title and defect, if any, hence not treated as security. 8. Maturity proceeds of (S)TDRs of Rs.20,000/- and above should not be paid in cash It is a statutory requirement as per the provision of Income Tax Act 1961 It is a measure to curb black money/benami transactions To inculcate good banking habits among the customers.

9. TT Buying rates are more favorable to the customers Cover funds have already been made available in the case of TT. Neither risk element nor outlay of funds is there. Hence the rates are finer than bill / DD rates.

10. The consent of the guarantor is necessary when term loan installments are rephased. Rephasement is a material change in the contract. Any change in the contract requires the consent of the guarantor as per section 133 of the Indian Contract Act. 11. No debits are raised to a Demand Loan Account except for interest, premium and / or sundry charges. DL is a one-time advance for a specific amount. Any further debits would not be covered by original DP note. 12. Working Capital limits are to be renewed every year To assess the need based limits These are short term loans sanctioned for a period of 12 months. To ensure that the operations are in conformity with the projections. PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 13 Page

To mitigate the chances of over financing / under financing. As per Sec 33 of SBI ACT 1955, working capital advances are granted for a period not exceeding 12 months. 13. Credit Risk Assessment of borrowers is done by the bank. It is designed for evaluating the risk element involved in each proposal. To enable the bank to gain better control over the flow of credit. With a view to enable the bank to evaluate financial, industrial and management risks in a realistic way. It is a tool for pricing the loan 14. Bank encourages compromise proposals. To reduce NPAs without much loss to the Bank. To recycle theblocked funds. To overcome the time lag in the judicial process. To improve the capital adequacy position of the Bank. 15. RTGS has been introduced With a view to ensure instant transfer of funds between banks and FIs To enable banks to manage intra day liquidity position effectively Funds transfer will become credit based instead of debit based. To reduce the risk for banks. 16. Agri Gold Loan Scheme has been modified and simplified With a view to explore the vast potentialavailable. Gold Loans are the safest advances low NPA RBI reduced risk weight age on gold loans, leading to less capital adequacy ratio 17. Bank's position in respect of time-barred D.P. Notes relating to advances, which are collaterally secured by mortgage is different. The mere fact that D.P. Notes have become time-barred does not mean that the Bank has lost all its remedies against the borrowers, Advances are also secured by mortgages, which are yet barred by law of limitation and the limitation period for mortgages is twelve years. 18. Bank has decided to engage Business Correspondents and Business Facilitators. With the twin objectives of ensuring greater financial inclusion and increasing the outreach of the Bank With a view to increase market shares in the rural and semi-urban Areas 19. Bank has recently done restructuring Enhance ability of bank to generate higher business with increased share of people deployed in sales/operations roles Improve speed of response to customer needs Bring Circle Management closer to business on the ground Improve efficiency of key processes like MIS compilation, IOR handling etc. 20. Drop Box has been introduced

PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 14

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With a view to provide customer convenience to deposit cheques without standing in any queue As a part of BPR initiatives. Recommendation of S.S. Tarapore committee (RBI) CASE STUDIES 1. You are the Branch Manager of a busy Branch. You are in receipt of a Garnishee Order from the court, attaching the amount lying in the account of Mr. Pakeer who is maintaining a Savings Bank Account. The account is having sufficient balance. Mr. Pakeer called on the Bank, on the same day when the order was served and requested for closing the account. As a branch Manager how will you deal this case? The Garnishee Order should state correctly the name of the person with full details with initials or company whose credit balance is sought to be attached. If there is any discrepancy between the names appearing in the order and the actual name of the customer, there should not be any assumption about the similarity of names. In the circumstances, it is possible the customer is not the person whose account is intended to be garnished. Therefore the account can be closed and balance paid to Krishnan if it is otherwise in order and the court should be informed that the Bank does not maintain any account in the name mentioned in the Order.

2. Mr.Ajay, Mr. Vijay, Mr.Sujay are partners. They availed an OD of Rs.5,00,000/-. Mr.Sujay died, when the balance in the OD a/c is Rs.50,000/-. After receiving the notice of death, a cheque for Rs.25000/- received through clearing. How will you act upon? The cheque will be returned with a remark, Mr. Sujay, a partner in the partnership, deceased. The death of a partner constitutes dissolution. Even if there is a provision to continue the partnership after death of partner, the legal representative or the estate owned by the deceased will not be liable for the liabilities undertaken by the firm after his death. 3. Your bank as a secured creditor of a manufacturing unit has issued 60 days notice to the borrower (under SARFAESI Act 2002) who has defaulted in repayment. The borrower has failed to discharge his liability within the period specified. In such a situation what are the measures a Secured creditor may take recourse to recover his dues? After expiry of the notice period, bank will take the possession of the securities charged with the bank and after giving the 30 days public notice, move to sell the securities through auction. In case of movable security, bank will after taking the possession will make the inventory and panchanama and thereafter sell the goods. However, in case of immovable Property bank will conduct the auction after expiry of public notice period and confirm the sale in favour of the highest bidder. For participating in the bid, party will PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 15 Page

have to deposit 25% and remaining amount will have to be paid within 15 days after confirmation of the sale by the secured creditor (bank). Alternatively, bank can do securitization of the loan and sell the same to the securitization company.

4. An IOI was issued by your branch to Raju, by debiting his account for Rs. 17,500/and the customer sends the IOI to the payee by Regd Post. Today, Mr. Raju has requested your branch vide a letter that due to the dispute between him and the payee, he wants to stop the payment of the IOI. As a Branch Manager, how will you handle the situation? Bank cannot accede to Rajus request to stop payment of IOI.Raju has mailed the IOI to the payee. This amounts to constructive delivery to payee. The bank is holding the funds in the capacity of trustee on behalf of payee. Raju will be informed that the bank cannot stop the payment of the IOI because bank cannot take back its own mandate. 5 Mr. Cashier is receiving cash from Mr. Good Intentions, a valued customer. The SWO happened to identify two forged notes in the denomination of Rs.1000/-.He brought the matter into the notice of the Branch Manager. As a Branch Manager, how will you proceed? COMPRERHENSION: 1. There was in increase of about 10 % in the investment in the public sector, like electricity, irrigation quarrying, public services and transport; even though the emphasis leaned towards transport and away from the other sectors mentioned. A 16-17% growth in investment, including a 30% increase in investment in business premises has been recorded in trade and services. Although there continued to be a decline in the share of agriculture in total gross investment in the economy, investment grew by 9% in absolute terms, largely spurred on by a 23% expansion of investment in agriculture equipment. Housing construction had 12% more invested in it in 1964, not so much owing to increase demand, as to fears of impending new taxes and limitation of building. There was a rise of close to 11% in the total consumption in real terms during 1964 and per capita personal consumption by under 7%, as in 1963. The undesirable trend towards a rapid rise in consumption, evident in previous years, remains unaltered. Since at current prices consumption rose by 16% and disposable income by 13%, there was evidently a fall in the rate of saving in the private sector of the economy. Once again a swift advance in the standard of living was indicated in consumption patterns. Though fruit consumption increased, expenditure on food, especially bread and staple items, declined significantly. There was a continuing increase in the outlay on furniture and household equipment, health, education and recreation. The greatest proof of altered living standards was the rapid expansion of expenditure on transport (including private cars) and personal services of all kinds, which occurred during PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 16 Page

1964. The changing composition if purchased durable goods demonstrated the progressive affluence of large sectors of the public. On the one hand increased purchase of automobiles and television sets were registered, a point of saturation was rapidly being approached for items like the first household radio, gas cookers, and electric refrigerators. 1. It is possible to conclude from this passage, that the people of the country were A. spending more money than they earn B. investing and consuming at an accelerated pace C. saving more money than previously D. spending their money wisely E. lacking in necessities 2. According to the author the trend towards a rapid rise in consumption is "undesirable" as: A. there was an increase in the expenditure on frills and luxuries B. the people were affluent C. there was a rise in the standard of living D. people were eating less E. people were saving less 3. It is possible to conclude that the United States is not the discussed country as: A. there was a decline in the expenditures for food B. From the statement that the saturation point was rapidly being approached for first household radios C. there is no mention of military expenditures D. the people were affluent E. the people were not saving their money 4. The percentage of increase in investment in business premises in trade and services recorded is A. 20 B. 30 C. 40 D. 50 5. Point of saturation was rapidly being approached for items like A. the first household radio, gas cookers, and electric refrigerators. B. Car,T.V. etc. C. Agricultural Produce etc. D. Housing etc. 6. Although there continued to be a decline in the share of agriculture in total gross investment in the economy,at what percentage investment grew A. by 9% in absolute terms B. by 10 % C. by 100 % D. by 25 % PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 17 Page

7. The changing composition if purchased durable goods A. the progressive affluence of large sectors of the public B. the regressive affluence of large sectors of the public C. the progressive influence of public D. the progressive affluence of large private sectors 8. Once again a swift advance in the standard of living was indicated in which pattern. A. Consumption pattern B. Investment pattern C. Savings pattern D. Earning pattern E. None of the above 9. What was the total rise in the consumption in real terms during 1964 A. 12 % B.11 % C.there is no rise D.100 % 10. The area, which saw the greatest expenditure of investment funds was A. The public sector B. Business premises C. Housing construction D. Agricultural equipment E. A field which cannot be determined

COMPREHENSION: With all the choices that abound today, the winners will be those companies that are needs focused, as opposed to product/service focused. Purchases are made for what the product/service does for them, not for their technology or features. Customers buy for the end-result benefits theyll enjoy in the case of a membership organizations, this could be more leads that lead to greater revenue and profitability, that in turn ultimately lead to that new sports car, or larger home for their family. When there is a problem, its really a need. Look at it as an opportunity to create greater customer satisfaction! Every customer request is an opportunity in disguise. Studies have shown that if an issue or request is dealt with properly, a customers satisfaction level will actually be much higher than if no problem had occurred at all! IBM was and is notorious for turning problems into opportunities. To deal with problem situations 15 people from IBM would show up 11 of them by parachute out of the sky it seemed. They were focused on exceeding the customers expectations. Remember there is no small customer chances are that that small customer lives or does business next door to the big company youve been courting for the past several months! How do you do this? 1. Resolve the issue / solve the problem. PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 18 Page

2. Confirm with the customer that they are satisfied with the outcome. 3. Now -- take the opportunity to give the customer just a little more than they were expecting. Want to control the situation and keep customer satisfaction up? Keep the customer informed as issues are being resolved. Many times customer dissatisfaction is the result of expectations being incorrectly set or a perception that they are not being met properly. A frequent problem: not keeping the customer informed when progress is being made toward a resolution. Many companies have learned this and applied high-tech solutions to help address this need. Employing email to let a customer know when a product has shipped or a service has been scheduled or engaged. Providing tracking systems via the web so that customers can track shipments, service progress, or problem resolution status. What can you do? For routine requests, let the customer know when the service is engaged, or the product is being shipped. Send an email, or call, thanking the customer, and letting them know their request is being handled For problem/issue resolution: Most common technique for non-urgent issues: send an email updating the customer on the status of the shipment, problem resolution, etc.For urgent issues: call the customer by phone and update them on progress (the more critical the issue, the more frequent you may have to do this). View your relationship with your customer as a partnership. Becoming a more common practice in our globally connected world. Encourages a value focused relationship and trust between organizations working together to solve a problem or meet a need. Answer the following questions: Q.1. Why it is important to keep the customer informed? 1. Keep the customer informed when the issues are being resolved. Many of the customers feel dissatisfaction because their expectations are high. They have a perception that their expectations are not being met properly. Q.2. What is the technique for resolving non-urgent issues? 1. The technique for attending non-urgent issues is to send an email updating the customer on the status of the compliant and the present stage of problem resolution. Q.3. How can we turn the problems into opportunities? PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 19 Page

1. When there is a problem, one has to identify that it is a real need of the customer. Look at it as an opportunity to create greater customer satisfaction. Every customer request is an opportunity. As per the study reports, if an issue is dealt with properly, the customers satisfaction level will actually be much higher than if no problem had occurred at all. Q.4. How to create greater customer satisfaction? Q.5. How to view the relationship with the customer? Q.6. Synonym of the word abound (a ) no boundaries (b) bound to be (c) plentiful product is being shipped What is the meaning of shipped in this context? (a ) Under process (b) mailed (c) exported (d) engaged Q.8 View your relationship with your customer as a partnership What do you understand by the word partnership (a ) working together (b) sharing the burden (c) equal sharing of pains and gains (d) none of these Q. 9 What are the strategies adopted by IBM? Q.10 Why people make purchases? LETTER WRITING: Your Branch at present is located in a busy street. The present premise is not having sufficient space to provide full range of amenities to the customers and staff as well. The approach road is also a narrow lane where four wheelers do not have the luxury of getting in. The business levels and the customers expectations demand spacious premises with latest ambiance. You have already searching for a suitable location and premises and identified two or three suitable premises. Write a letter to the controller emphasizing the need for shifting the branch to new premises, and requesting for further process.
KEY TO MCQS

(d) limited

Q.7 For routine requests, let the customer know when the service is engaged, or the

1 2 3

C A C

26 27 28

C A C

51 52 53

B B A

76 77 78

A B A

101 102 103

D D B Page

PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 20

4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

A A B D C A B A B D B C A B C A A D A A B A

29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50

A D A D A D A C A B D C D B C C D D A B C A

54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75

B C D C D C D B B C A D D D D B B A B C B C

79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100

B A B B D D D A B D A D A B C C B A A D D B

104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120

D C A B B A B A B D A D C A C C D

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RATIONALS; 1. Operational Risk has been given importance by the Banks. As per the Basel guidelines, and RBI directives. Due to significant growth in the banking transaction there is increase in operational risk e.g. Inadequate/failed internal processes, people, system etc. To strengthen the soundness and stability of system. It is an important component of risk management system. Increasing growth in mobile phone coupled with the increased functionalities Due to convince, Mobile Banking is emerging as a strong alternative channel for rendering banking services. Cost effective, and secure. User friendly for all types of banking services and transactions. To ensure the level playing field for our bank in comparison of Foreign/Private banks. With a view to avoid the penalty imposed by RBI for the delayed period The bank also loses the opportunity cost of the funds claimed late from RBI Recommendations of Goiporia Committee on Customer Service To compensate the customer for the inconvenience/ loss caused to him on account of the delay To make branches more conscious of the need for prompt collection of cheques As a measure of providing good customer service

2. SBI has introduced Mobile Banking.

3. Currency Chest operations are to be reported to Link Office on the same day.

4. Interest is paid to customers on delayed collection of outstation cheques.

5. Two signatures are taken on the Demand Promissory Note, one over the Revenue Stamp and the other beside it. In case of loss of the Revenue Stamp, the other signature provides as an evidence of execution of the document To facilitate verification of the Borrower's signature 6. Maintenance of Minimum cash balance is advocated. Branch cash balance represents idle asset. Branch has to pay Interest to C.O. on cash balances. PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 22 Page

It is a drain on profitability.

7. Currency Notes are not treated as Security Currency Notes are Legal Tender. These are transferable my mere delivery alone. It is difficult to establish the nature of holder's title and defect, if any, hence not treated as security. 8. Maturity proceeds of time deposits of Rs.20,000/- and above should not be paid in cash. It is a statutory requirement as per the provision of Income Tax Act 1961 It is a measure to curb black money/benami transactions To inculcate good banking habits among the customers. 9. TT Buying rates are more favourable to the customers. Cover funds have already been made available in the case of TT. Neither risk element nor outlay of funds is there. Hence the rates are finer than bill / DD rates. 10. The consent of the guarantor is necessary when term loan installments are rephased. Rephasement is a material change in the contract. Any change in the contract requires the consent of the guarantor as per section 133 of the Indian Contract Act. 11. No debits are raised to a Demand Loan Account except for interest, premium and / or sundry charges. DL is a one-time advance for a specific amount. Any further debits would not be covered by original DP note. 12. Working Capital limits are to be renewed every year To assess the need based limits These are short term loans sanctioned for a period of 12 months. To ensure that the operations are in conformity with the projections. To mitigate the chances of over financing / under financing. As per Sec 33 of SBI ACT 1955, working capital advances are granted for a period not exceeding 12 months. 13. Credit Risk Assessment of borrowers is done by the bank. It is designed for evaluating the risk element involved in each proposal. To enable the bank to gain better control over the flow of credit. With a view to enable the bank to evaluate financial, industrial and management risks in a realistic way. It is a tool for pricing the loan 14. Bank encourages compromise proposals. To reduce NPAs without much loss to the Bank. To recycle theblocked funds. To overcome the time lag in the judicial process. To improve the capital adequacy position of the Bank. PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 23 Page

15. RTGS has been introduced With a view to ensure instant transfer of funds between banks and FIs To enable banks to manage intra day liquidity position effectively Funds transfer will become credit based instead of debit based. To reduce the risk for banks. 16. Agri Gold Loan Scheme has been modified and simplified With a view to explore the vast potentialavailable. Gold Loans are the safest advances low NPA RBI reduced risk weight age on gold loans, leading to less capital adequacy ratio 17. Bank's position in respect of time-barred D.P. Notes relating to advances, which are collaterally secured by mortgage is different. The mere fact that D.P. Notes have become time-barred does not mean that the Bank has lost all its remedies against the borrowers, Advances are also secured by mortgages, which are yet barred by law of limitation and the limitation period for mortgages is twelve years. 18. Bank has decided to engage Business Correspondents and Business Facilitators. With the twin objectives of ensuring greater financial inclusion and increasing the outreach of the Bank With a view to increase market shares in the rural and semi-urban Areas 19. Bank has recently done restructuring Enhance ability of bank to generate higher business with increased share of people deployed in sales/operations roles Improve speed of response to customer needs Bring Circle Management closer to business on the ground Improve efficiency of key processes like MIS compilation, IOR handling etc. 20. Drop Box has been introduced With a view to provide customer convenience to deposit cheques without standing in any queue As a part of BPR initiatives. Recommendation of S.S. Tarapore committee (RBI) SOLUTION TO CASE STUDIES 1. The Garnishee Order should state correctly the name of the person with full details with initials or company whose credit balance is sought to be attached. If there is any discrepancy between the names appearing in the order and the actual name of the customer, there should not be any assumption about the similarity of names. In the circumstances, it is possible the customer is not the person whose account is intended to be garnished. Therefore the account can be closed and balance paid to Krishnan if it is otherwise in order and the court should be informed that the Bank does not maintain any account in the name mentioned in the Order. PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 24 Page

2. The cheque will be returned with a remark, Mr. Sujay, a partner in the partnership, deceased. The death of a partner constitutes dissolution. Even if there is a provision to continue the partnership after death of partner, the legal representative or the estate owned by the deceased will not be liable for the liabilities undertaken by the firm after his death. 3. After expiry of the notice period, bank will take the possession of the securities charged with the bank and after giving the 30 days public notice, move to sell the securities through auction. In case of movable security, bank will after taking the possession will make the inventory and panchanama and thereafter sell the goods. However, in case of immovable Property bank will conduct the auction after expiry of public notice period and confirm the sale in favour of the highest bidder. For participating in the bid, party will have to deposit 25% and remaining amount will have to be paid within 15 days after confirmation of the sale by the secured creditor (bank). Alternatively, bank can do securitization of the loan and sell the same to the securitization company. 4. Bank cannot accede to Rajus request to stop payment of IOI.Raju has mailed the IOI to the payee. This amounts to constructive delivery to payee. The bank is holding the funds in the capacity of trustee on behalf of payee. Raju will be informed that the bank cannot stop the payment of the IOI because bank cannot take back its own mandate. 5. Whether he is a valued customer or not, if there is no doubt as to his involvement in passing on the forged notes, a lenient view is taken. Two notes in 1000 pieces may be due to his inadvertently getting them into possession and not an attempt to circulate them. A statement is obtained from him stating the circumstances in which they came into his possession. The statement, with the forged notes is sent to the local police authorities, for further investigation. COMPREHENSION-1 1 2 3 4 5 B E B B A 6 7 8 9 10 A A A B E

COMPREHSENSION-2 2. Keep the customer informed when the issues are being resolved. Many of the customers feel dissatisfaction because their expectations are high. They have a perception that their expectations are not being met properly. 3. The technique for attending non-urgent issues is to send an email updating the customer on the status of the compliant and the present stage of problem resolution. PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 25 Page

4. When there is a problem, one has to identify that it is a real need of the customer. Look at it as an opportunity to create greater customer satisfaction. Every customer request is an opportunity. As per the study reports, if an issue is dealt with properly, the customers satisfaction level will actually be much higher than if no problem had occurred at all. 5. Keep the customer informed when his compliant is resolved or under process. Using email to let a customer know when a problem is resolved or a service has been engaged. Providing tracking systems is important to enhance the customer satisfaction levels. 6. One has to view the relationship with your customer as a partnership. Encourage value focused relationship. Building the trust is also important. It is done by creating a feeling in the minds of the customer that both of us working together to resolve the problem. 7. C 8. A 9. A 10. IBM was focused on exceeding the customers expectations. 1. Resolve the issue / solve the problem. 2. Confirm with the customer that they are satisfied with the outcome. 3. Take the opportunity to give the customer just a little more than they were expecting. 10. Purchases are made for the product or service. Customers usually not interested in the technology or features. Customers buy for the end-result benefits that provide them the enjoyment. LETTER WRITING: To The Assistant General Manager, Region-XXX, RBO, XYZ Nagar. F.No/ Dear sir, BRANCH PREMISES PROPOSAL FOR SHIFTING TO NEW PREMISES BODY OF THE LETTER Yours faithfully, PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 26 Page Date: 01.04.2011

(Branch manager)

PREPARED BY M.RAVINDRANATH, MANAGER(TRG) SBLC, HYDERABAD 27

Page