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English Mock Test Chapter 19

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Question 1
In customer relationship the first impression is created:
A
By being confident
B
By being on time
C
By showing interest
D
All of the above
Question 2
Select the correct statement:
A
Ethical behaviour is impossible while selling insurance
B
Ethical behaviour is not necessary for insurance agents
C
Ethical behaviour helps in developing trust between the agent and the insurer
D
Ethical behaviour is expected from the top management only
Question 3
Vijay is an insurance Advisor since the past 3 years although he has good knowledge about Insurance but he is always late for a client meeting. How will this habit impact Vijay's profession?
A
Vijay will never be able to close the sale
B
Vijay will be able to build rapport with the customer
C
Vijay will not receive any reference from the customer
D
Vijay will never be able to leave a good first impression on customer
Question 4
In customer relationship the first impression is created:
A
By being confident
B
By being late
C
By showing lack of interest
D
All of the above
Question 5
Active listening involves
A
Paying attention
B
Confidence
C
Trust
D
Smiling face
Question 6
Some body movements that indicate defensiveness and non-receptivity include:
A
Hand / arm gestures are small and close to one’s body
B
Facial expressions are minimal
C
Body is physically turned away from you.
D
All of the above
Question 7
Which role does the agent play at the policy acceptance stage?
A
Incase additional information is required he should promptly inform the customer
B
Follow up on FPR issuance and proactively communicate to the customer about the same
C
Understand the financial needs of the customer and recommend solution
D
Act as a primary underwriter
Question 8
_____________ refers to the ability to perform the promised service dependably and accurately.
A
Reliability
B
Responsiveness
C
Assurance
D
Empathy
Question 9
It is very important to be aware of some of the typical signs that may indicate when one is not honest and believable and be on guard against them as listed below:
A
Perspiration increases
B
Voice changes such as change in pitch, stammering, throat clearing
C
Speech – slow and clear with tone of voice kept moderate to low
D
All of the above
Question 10
Active listening involves
A
Provide feedback
B
Confidence
C
Trust
D
Smiling face
Question 11
Which of the below tips are useful for making a good first impression?
A
Being on time always
B
Presenting yourself appropriately
C
Being open, confident and positive
D
All of the above
Question 12
Some body movements that indicate defensiveness and non-receptivity include:
A
Arms are crossed in front of body
B
Eyes maintain little contact, or are downcast
C
Body is physically turned away from you.
D
All of the above
Question 13
Active listening involves
A
Demonstrating that you are listening
B
Confidence
C
Trust
D
Smiling face
Question 14
Which of the below tips are useful for making a good first impression?
A
Being late always
B
Presenting yourself appropriately
C
Being closed, confident and positive
D
All of the above
Question 15
_____________ refers to the willingness and ability of service personnel to help customers and provide prompt response to the customer’s needs. It may be measured by indicators like speed, accuracy and attitude that are displayed while giving the service.
A
Reliability
B
Responsiveness
C
Assurance
D
Empathy
Question 16
Which among the following is not an element of active listening?
A
A Paying good attention
B
Empathetic listening
C
Being extremely judgmental
D
Responding appropriately
Question 17
Empathetic listening means
A
To agree to everything the customer says
B
Analyzing the customer's experience in detail and making notes
C
Putting yourself in the shoes of the customer and understanding the experience from his point of view
D
To sympathize with the customers current situation
Question 18
____________ relate to one's ability to interact effectively with other workers and customers, both at work and outside.
A
Hard skills
B
Negotiating skills
C
Soft skills
D
Questioning skills
Question 19
It is very important to be aware of some of the typical signs that may indicate when one is not honest and believable and be on guard against them as listed below:
A
One’s breathing rate increases
B
Complexion changes colour; red in face or neck area
C
Perspiration increases
D
All of the above
Question 20
Active listening involves
A
Not being Judgmental
B
Confidence
C
Trust
D
Smiling face
Question 21
_____________ refers to the knowledge, competence and courtesy of service providers and their ability to convey trust and confidence. It is given by the customer’s evaluation of how well the service employee has understood needs and is capable of meeting them.
A
Reliability
B
Responsiveness
C
Assurance
D
Empathy
Question 22
Leaving a good first impression involves
A
The agent demonstrating confident, positive attitude and punctuality
B
The Agent earring all the product brochures with him
C
The Agent sharing his qualification details with the customer
D
All of the above
Question 23
What is meant by customer lifetime value
A
The total cost incurred on the customer over a period of time
B
Value of the customer in terms of the annual premium contributed in a particular year
C
Sum of economic benefits that can be derived by building sound relationship with a customer over a period of time
D
All of the above
Question 24
Prakash is working as an Insurance Advisor. He had sold an insurance policy to Mr. Khandelwal in year 2009 , unfortunately Mr. Khandelwal met with a fatal accident this year and passed away. Prakash came to know about Mr. Khandelwal"s death, What must Prakash do in this situation
A
Prakash must make a phone call to Mr. Khandelwal"s family and offer his Condolences
B
Prakash feels sorry for Mr. Khandelwal and remembers the day he first met him
C
Prakash hears the news, feels sorry for a moment and then continues his daily activities
D
Prakash must immediately inform the insurance company about his client's death and expediate the process of claim settlement process far Mr. Khandelwal"s family
Question 25
It is very important to be aware of some of the typical signs that may indicate when one is not honest and believable and be on guard against them as listed below:
A
Eyes maintaining little or no eye contact, or rapid eye movements
B
Hand or the fingers are in front of one’s mouth when speaking
C
One’s body is physically turned away from the other
D
All of the above
Question 26
Active listening involves
A
Responding appropriately
B
Confidence
C
Trust
D
Smiling face
Question 27
_____________ Represent the physical environmental factors that the customer can see, hear and touch. For instance the location, the layout and cleanliness and the sense of order and professionalism that one gets when visiting a life insurance company’s office can make a great impression on the customer. The physical ambience becomes especially important because it creates first and lasting impressions, before and after the actual service is experienced.
A
Reliability
B
Responsiveness
C
Assurance
D
Tangibles
Question 28
What are some non verbal gestures that indicate defensiveness and non receptivity
A
Smiling face
B
Purposeful gestures
C
Shoulders held back
D
Arms are crossed in front of you
Question 29
What are some non verbal gestures that indicate the Advisor is paying attention to the customer
A
Asserting one's opinion respectfully
B
Look at the speaker directly and put aside distracting thoughts
C
Treating the customer with respect
D
Not interrupting the speaker
Question 30
What is the most important part of gaining customer's trust over a period of time
A
Clear communication and being present when the customer needs assistance
B
Agree to whatever the customer says
C
Try and make sonic concessions for the customer
D
Share the details of all our products on a regular basis
Question 31
In a customer's mind, there are two types of feelings and related emotions that arise with each service failure on part of the insurance company. These feelings are
A
Sense of unfairness and hurt ego
B
Confusion and empathy
C
Dishonesty and revenge
D
Ignorance and sympathy
Question 32
Which of the below elements promote trust?
A
Politeness, affirmation and communication
B
Attraction, communication and being present
C
Communication, assertiveness and being present
D
Affirmation, assertiveness and attraction
Question 33
_____________ Is described as the human touch. It is reflected in the caring attitude and individualised attention provided to customers.
A
Reliability
B
Responsiveness
C
Assurance
D
Empathy
Question 34
Active listening involves
A
Empathetic listening
B
Confidence
C
Trust
D
Smiling face
Question 35
How can an agent strengthen his relationship with the customer
A
By keeping touch with the customer from time to time
B
Greeting him on special occasions
C
All of the above
D
Only option a
Question 36
Ajay singh is saving in an insurance policy since the past 4 years. Ever since he has purchased the policy for every query he has to visit the branch, hence whenever he visits the branch he is irritated. What according to you is missing in the client Advisor relationship.
A
The Advisor has given incomplete information to the customer
B
Active listening from the Advisor is missing
C
Mr. Singh's Advisor is never present when he needs him for a policy query
D
None of the above
Question 37
____________ is not a tangible good.
A
House
B
Insurance
C
Mobile Phone
D
A pair of jeans
Question 38
What is the role of an insurance agent at point of sale?
A
Agent acts like a personal financial planner and Advisor
B
Designer of customised solutions and a relationship builder
C
Thrives on building trust and long term relationships
D
All of the above
Question 39
___________ is not an indicator of service quality.
A
Cleverness
B
Reliability
C
Empathy
D
Responsiveness
Question 40
_______________ represent the physical environment factors that the customer can see, hear and touch
A
Empathy
B
Tangible
C
Assurance
D
Reliability
Question 41
An insurance Agent needs to be
A
A personal Financial Planner and an Advisor
B
An underwriter
C
A designer of a customized solutions and a relationship Builder.
D
All of the above
Question 42
In the Proposal Stage, what could be done, Sometimes when additional information is required by the Company to Complete the Policy:
A
The company may inform the Customer directly or through the agent and Advisor.
B
It becomes necessary to help the customer complete all the required Formalities and even Explain to him or her as why they are necessary.
C
All of the above
D
None of the above
Question 43
In the acceptance Stage, what are the Responsibilities of an Advisor to Fulfill:
A
FPR and Deliver of the Policy Document
B
FPR and Premium Payment
C
Delivery of the Policy document and Premium Payment
D
FPR and Delivery of the Policy Document
Question 44
If Trust is important to have a Healthy Relationship so what are the Other elements which Promote Trust:
A
Attraction and Communication
B
Attraction and Being present
C
All of the above
D
None of the above
Question 45
What is the 1st Key for creating trust in customer relationship ?
A
Attraction
B
Presence
C
Communication
D
All of the above
Question 46
What is the type of feedback can the following case be summarized as :- In response to a customer discussion, the advisor reverts “ So ,Mr. Das , from what you were saying , that should our product have a relatively shorter paying period , it would be attractive for you – have I understood you correctly ?”
A
Asking for clarity
B
Paraphrasing
C
Enquiring
D
All of the above
Question 47
What are the body language that does not indicate non-receptivity or defensiveness :
A
Body turned away from customer
B
Crossed arms in-front of the body
C
Downcast eye
D
Direct eye contact
Question 48
What are the symptoms of someone who is not honest in communication :
A
Smile in face
B
Loud voice
C
Perspiring
D
All of the above
Question 49
_________________________ :One of the biggest hurdles to active listening is our tendency to be judgmental and biased about the speaker. The result is that the listener may hear, what the speaker says but listens according to her own biased interpretation of what the speaker might be saying.
A
Not being Judgmental
B
Attraction and Communication
C
Attraction and Being present
D
All of the above
Question 50
_________________ : Active listening implies much more than just hearing what a speaker says. The communication can be completed only when the listener responds in some way, through word or action.
A
Responding appropriately
B
Attraction and Communication
C
Attraction and Being present
D
All of the above
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