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So, here we are with Data Flow Diagram(DFD).
Direction (1-7): See the following structure carefully and answer the given questions.
A customer having SIM of some famous company faced a problem during the call and he calls or visits customer care office regarding solution: -Data Flow Diagram as follows(DFD).
Q1. Is there any possibility that problem is not resolved even after the talk or meet with senior authorities of customer care?
(a) Only in some cases, this is possible.
(b) Yes, this is possible.
(c) There is a chance that problem remains unsolved even after talking with/ or meeting with senior authorities of customer care.
(d) No, the problem will surely be resolved.
(e) None of these
Q2. If customer’s problem is not resolved in next three working days then what may be the next step of the customer according to data flow diagram?
(a) This is not possible and the problem must be resolved in three days.
(b)The customer has to visit again customer care office.
(c)The customer has to either visit or call to customer care with the reference number.
(d)The customer has to call again customer care office
(e) None of these.
Q3. What may be the possible reason that even after visiting the customer care office, customer’s problem is not resolved?
(a) Customer’s problem is not understood by a concerned person of customer care.
(b) Customer may start arguing with a concerned person of customer care.
(c) Customer may not ask for senior authorities of customer care.
(d) either (a) or (b)
(e) Either (a) or (c)
Q4.Which among the following is not purpose to provide a reference number to the customer?
(a) This is kind of proof that customer’s complaint is registered.
(b) Reference number may be used to further in future if the problem is not solved within prescribed time.
(c)The reference number is a facility that customer may get some money in future even after the problem is resolved in past.
(d) The reference number is kind of receipt that remains with the customer after he/she tells his problem to the aconcerned person of customer care.
(e) None of these.
Q5.Which of the following reason describes that the customer’s problem is not resolved even after talking with or visiting customer care authorities?
(a) This is not possible. The problem must be resolved after talking with or visiting customer care office.
(b) In some cases, this is possible (if problem is not understood by concerned person of customer care)
(c) Customer starts annoying the concerned person of customer care.
(d) Concerned person of customer care is reluctant to solve the problem of the customer.
(e) None of these.
Q6. Which of the following procedure is followed by the customer if he/she faces some problem during a call?
(a) he/she may call to customer care
(b) he/she may visit customer care office if his/her call is not picked by customer care
(c) he/she may directly visit customer care office regarding a solution for the problem
(d) Both (a) or (b)
(e) Both (a) or (c)
Q7.What is the minimum number of days required to solve the problem of customer’s by customer care?
(a) three to five
(b) three to seven
(c) three
(d) seven
(e) Five
Direction (8-15): See the following structure carefully and answer the given questions.
A customer (x) want to open an account with the bank:
Q8. If a customer want to open saving account and current account both then he/she will following the procedure?
(a) He/she will request to the bank manager.
(b) He/she has to write regional manager and obtain his/her permission.
(c) This is not possible according to DFD
(d) He/she will simply fill up the application form and will apply for both.
(e) All of these
Q9.If a customer wants insurance policy free of cost without paying additional charges then what may happen?
(a) His/her account will be closed
(b) This is not possible and he/she will pay the additional charges otherwise his/her account will be closed.
(c) This is free of cost so the customer need not pay any additional charges.
(d) Not mention in the DFD.
(e) None of these
Q10. What may be the possible reason that customer’s account is not opened in the bank?
(a) Account kit is not received
(b) Customer refuses to submit KYC Document
(c) Customer refuse to submit minimum required amount.
(d) Either (a) or (c)
(e) Either (b) and (c)
Q11. What is the maximum number of days required for activation of the account after receiving account kit?
(a) ten days
(b) one days
(c) one month
(d) this is not described in DFD and will activate any time after when account kit is received.
(e) It takes maximum seven days.
Q12. Can the account be opened without any guarantor?
(a) Yes, this is possible.
(b) The customer has to request branch manager.
(c) The customer has to pay additional fees to make it possible.
(d) This is not possible and the account can not open without a guarantor.
(e) None of these.
Q13. If a customer wants to open D-mat account then he/she will follow which of the following procedure?
(a)The customer has to fill this in the application form and can apply
(b) Customer may have to request branch manager and then d-mat account
(c) This is not described in DFD.
(d) The customer has to write a letter regarding the d-mat account to general manager and then open the d-mat account.
(e) None of these.
Q14.Is there any possibility that account kit is received without opening an account?
(a) Account kit is available for all the person who visited the branch.
(b) Yes, the customer can obtain account kit by requesting to the bank manager.
(c) This is not possible according to DFD.
(d) Yes, this is possible according to DFD
(e) Data insufficient
Q15. Who can be a guarantor?
(a) This depends on customer’s wish.
(b) The guarantor will be provided by the bank itself so it depends on bank’s official wish.
(c) Anyone can be a guarantor.
(d) Not mention in the DFD.
(e) A person having the bank account with the same bank in which customer goes for opening for an account.
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