CP Associati

CP ASSOCIATES- MODEL QUESTIONNAIRE
Case Study – 1:
Ms. Dipti Sharma, the BM of Radha Nagar branch was approached by Mr. Krishna
Mohan. Mr. Krishna Mohan politely explained that his neighbours family went on a
vacation to Patna and today he received a call from a stranger that his neighbours family
has met with an accident and all of them are hospitalized, and they need to deposit
Rs.50000/- for treatment. The stranger told him that he can send the money to his account
so that he can withdraw and deposit the same in the hospital. Though he was ready to
send the money, he was not sure if the call was genuine or not. He requested Ms. Dipti
for help.
1. What is being focused on the above case?

a. Co-ordination
b. Self Discipline
c. Networking Skills
d. Positive Attitude
2. Which of the following behavioral aspects reflect Positive Attitudinal spirit

shown by the branch manager in this case?
a. Making the Customer wait in the branch.
b. Finishing her work first before attending to the customer
c. Not listening to the customers issue carefully.
d. Obtaining hospital account details for direct transfer of funds
3. Which of the following are not characteristic traits of a positive mindset?

a. Integrity
b. Gratitude
c. Acceptance
d. Aggressiveness
4. Among the following, which is not a positive attitude?

a. Looking adversity in the eye…. And laughing
b. Avoiding the people whom you do not know.
c. Being a source of energy that lifts those around you.
d. Understanding relationships are more important than material things.
5. Identify the positive attitude behaviour expressed by Ms. Dipti

a. Explaining the customer to send funds online.
b. Asking Mr. Krishna Mohan to do a Google Search for the hospital details.
c. Calling her friend in Patna and asking him to find out about the genuineness
of the case as explained by the customer.
d. Demonstrating various methods of funds transfer available.
Case Study – 2:
Mr. Amod is a Central Govt. Employee maintaining salary account with SBI. He has come
to the branch for closing Loan account availed a year back. IN the process, Mr. Manoj,
associate in the branch tries to explain the various services under YONO and its benefits
to the customer, in order to convince him to use the YONO application.
1. Which of the following options is not available under transaction enquiry in

YONO?
a. Customer can email the statement.
b. Enquire the transaction.
c. Customer can filter the transactions for a particular amount.
d. Download the statement.
2. Which of the following payment option is not available in YONO?

a. By Scanning the QR code for UPI Payments
b. Using account number and IFSC code
c. Using UPI ID/VPA ID
d. Using the MMID of the beneficiary
3. Which of the following services are not available in YONO?

a. Customer can request New ATM/Debit Card
b. Customer can Activate/Deactivate SMS Alert
c. Customer can close Loan account without visiting branch.
d. Customer can transfer his SB account to the other branch without visiting the
branch.
4. Mr Amod wants to know about opening of RD account through YONO?

Which of the following statements is incorrect about e-RD?
a. He can open e-RD account through YONO.
b. He can close e-RD prematurely without visiting branch.
c. He can avail overdraft against e-RD, if required.
d. There is no penalty for premature closure of e-RD through YONO.
5. The feature of spend analysis is available in YONO. Which of the following

statements is not true about these features?
a. It is account wise spending pattern.
b. It is CIF wise spending pattern.
c. Customer can choose the period Week/Month/Quarter
d. This helps the customer in understanding spending behaviour for better financial
planning.
Case Study -3:
Mr. Sailu approached branch for availing home loan for purchase of property at
Malleshwaram worth Rs.80 lacs. He has one property at PEENAY which is
unencumbered one. He approached for availing the home loan for proposed property.
He has some queries regarding meeting of margin and registration cost. The branch
manager has explained the product features as per the requirement of Mr. Sailu.
1. What is the maximum period of repayment?

a. 1 Year
b. 2 years
c. 3 years
d. 4 years
2. What is the eligibility for availing the above product?

a. The unencumbered house/flat and intend to sell the existing home/flat for
meeting temporary shortfall in cost for acquiring new house/flat.
b. The unencumbered house/flat and intend to sell the existing home/flat for any
personal purposes other than speculative purpose.
c. The unencumbered house/flat and intend to sell the existing home/flat for meeting
temporary shortfall in cost for purchasing another residential plot only.
d. None of the above.
3. What is the product Mr. Sailu is searching for apart from the proposed loan?
a. SBI Realty Home Loan
b. SBI Flexi Home Loan
c. SBI Bridge Home Loan
d. SBI Max Gain Home Loan
4. What is the type of facility extended to the above product?

a. Term Loan
b. Overdraft
c. Either Term Loan or Overdraft
d. Demand Loan
5. What is the minimum and maximum loan amount in this product?

a. Min. 20 lacs – Max. 2 crores
b. Min. 10 lacs – Max. 1 crores
c. Min. 25 lacs – Max. 5 crores
d. Min. 50 lacs – Max. 10 crores
CASE STUDY- 4:
Mr. Prudhvi and Mr. Aakash are newly joined junior associates; both of them are
placed in account opening counters in their respective branches. They are discussing
account opening requirements pertaining to various customers. Please clarify the
doubts raised by them.
1. What are the documents required from a minor of above 10 years, who can
sign uniformly and want to operate account singly?
a. KYC documents as per regular account
b. Deemed OVDs.
c. Parents KYC documents
d. DOB Certificate
2. What additional document has to be submitted by Persons of Indian Origin

(PIO) AND Overseas citizen of India (OCI) for opening an account:
a. Copy of PIO
b. OCI Card issued by Govt. of India.
c. Copy of relevant pages of passport of parents or grandparents, establishing them
as NRI / Indian origin / copy of marriage certificate establishing the spouse as NRI /
Indian origin
d. Any one among 1, 2 and 3
3. What are the required documents for a minor below the age of 10 years,
whose accounts are operated by Parents / Guardian?
a. Proof of Date of Birth of Minor
b. Ph9otograph of guardian and KYC of guardian
c. Wherever PAN of minor is not available, Form 60 is to be obtained, which shall be
signed by Parent / Guardian only
d. All of the above
4. What is the procedure to be followed for opening an account of a Politically

Exposed Person (PEP)?
a. Gather Sufficient information on any person/customer of this category intending to
establish a relationship and check all the information available on the person in the
public domain.
b. Branches should verify the identity of the person and seek information about the
sources of funds, accounts of family members and close relatives, before
accepting the PEP as a customer
c. Branches should open such accounts with the approval of controllers.
d. All of the above
5. What are the additional documentations required for opening an account for
NRI?
a. Passport and Visa copies, duly attested by self.

b. Passport and Visa copies, duly attested by POA holder.
c. Passport and Visa copies, duly attested by Indian Embassy or Notary Public
or Banker.
d. No additional Document is required apart from passport.
CASE STUDY-5:
Mr. Lalith Yadav is recently joined in the Bank as a Junior Associate, and he is posted
in Jadavpur branch. He has been assigned the job of updation of KYC details as the
branch is having many accounts which are due for KYC updation. Mrs. Vanaja Sr.
associate in the branch is guiding Mr. Lalith Yadav about the importance of correct
and complete data entry in CBS and the implications of feeding the wrong data in
system. Please answer the following questions regarding implications / penal
provisions of feeding wrong data in the system?
1. What is the effect of selecting wrong customer type while opening CIF in
CBS?
a. No effect
b. May have wrongful benefits that does not accrue to that category.
c. Impacts the generation of alerts for transaction monitoring.
d. None of these
2. What is the penal provisional for 2nd instance of data infringement by an

employee?
a. The employee will be advised / indicated to remain more careful failing which
disciplinary action will be initiated, and penalty / fine will be imposed.
b. Stoppage of annual increment for minimum two months
c. The employee will be counseled to remain careful and no to repeat the mistake in
future.
d. Stoppage of annual increment for minimum one month
3. Which of the following erroneous data entered in the system will not have
any impact on the Tax compliance?
a. Residential Status
b. Date of Birth
c. PAN
d. Nationality
4. Which of the following is not treated as data infringements in CBS?

a. Not entering the data in non-mandatory fields
b. Unauthorized interest adjustments to loan account
c. KYC non-compliance while opening accounts including cases returned by LCPC.
d. Security not created of secured loan.
5. Which of the following statements is not true about the implications of
selecting the wrong value in Liberalized KYC field (Yes / No) while opening
the CIF?
a. Impacts the Customer Risk Categorization
b. Impacts the generation of alerts for transaction monitoring.
c. Permitting all transaction, irrespective of value, will breach RBI Guidelines on
Small A/cs
d. Impact the quality and result of name screening against the negative lists.
CASE STUDY-6:
Mrs. Chandrika working as senior executive in MNC approached for availing home loan.
She enquires about the purchase of plot and construction thereon. Mrs. Chandrika has
submitted the project wherein the cost of plot is Rs.20 lacs and cost of construction is
Rs.30 lacs. Can the branch consider the proposal of Mrs. Chandrika?
1. What is the maximum loan eligible under the Scheme?

a. 5 crores
b. 10 crores
c. 15 crores
d. No maximum as it depends on EMI/NMI ratio
2. What is the maximum period by which the construction should be completed?

a. 5 years from the date of sanction
b. 5 years from the date of first disbursement
c. 5 years from the date of documentation
d. 5 years from the date of opening of account.
3. Which type of facility is considered for this scheme?

a. Term Loan
b. Overdraft
c. Demand Loan
d. Either TL or OD
4. Which one of the products of home loan Mrs. Chandrika can avail?
a. SBI Flexi Home Loan
b. SBI Realty Home Loan
c. SBI Shaurya Home Loan
d. SBI Home Top Up
5. Which one of the following is incorrect regarding the scheme?

a. There is provision for purchase of plot and construction thereto.
b. Construction should be completed within 5 years from the date of first
disbursement.
c. Maximum Repayment period is 120 months with 1 yr moratorium period.
d. None of the above
CASE STUDY -7:
Mr. Suman, an employee of our Bank and will retire in 3 months. He is holding a property
at Bengaluru, but now he is planning to spend retirement life at Mysuru. He wants to sell
this property at Bengaluru. Recently, he sold his property at his native place and planning
to purchase the property at Delhi. Please answer the following.
1. Mr. Suman sold his property in Nov 20. What is the time available for him to
deposit the proceeds of capital gains to avoid paying tax?
a. The proceeds has to be deposited immediately with the authorised branches.
b. It can be deposited anytime but before 3 years period.
c. The proceeds has to be deposited in the CGAS before the date of
furnishing the return for the FY 20-21
d. All are correct.
2. What will be the interest concession eligibility for Mr. Suman under CGAS?
a. 0.50% more than the rate offered too public.
b. Normal concession available to Senior citizens will be applicable.
c. Interest concession extended to staff will be eligible. i.e., 1% more than the normal
applicable rate.
d. No interest concession available.
3. Which of the following entity is eligible for opening CGAS with the Banks?
a. Artificial Juridical Person
b. Private Ltd company
c. Resident but not Ordinary Resident (RNOR)
d. All are eligible.
4. What is the TDS applicable in CGAS account?

a. TDS shall be deducted as per the existing rules in this regard.
b. Forms 15H & H can be accepted, and TDS waived accordingly.
c. TDS will not be deducted as the amount is subject to liability of tax.
d. Both 1 & 2 are correct.
5. Mr. Suman is a partner is a business enterprise. The unit has approached for a
CC limit and Deposit of Mr. Suman made under CGAS is offered as security.
a. Deposit in the name of partner cannot be accepted as security of the credit limit to
the firm.
b. CGAS deposits cannot be accepted as security for any loan or guarantee
and shall not be charged or alienated in any manner.
c. CGAS deposit can be accepted as security with certain pre-conditions.
d. Bank can allow overdraft facility against the CGAS deposit to the customer and the
same amount may be kept as margin for the loan account.
CASE STUDY -8:
Mr. Prabhakar is a salaried employee and maintaining CSP account with Doddabani
branch. He is in very urgent need of money for some medical expenses. He has
approached the bank for assistance in this regard. He has not availed any loan from the
bank so far. He has not availed RINB facility for his account but has debit card. Miss.
Srilatha, Sr. associate is checking for a loan which can be sanctioned to him immediately.
1. Which of the following facility can be availed by Mr. Prabhakar without any
intervention from branch, if eligible?
a. Xpress credit
b. Gold Loan
c. PAXC (Preapproved Xpress credit) through YONO
d. Insta Top Up Xpress Credit loan
2. Which of the following is not correct about the maximum loan limit under
Preapproved Xpress Credit (PAXC) through YONO?
a. Restricted to 12 times NMI.
b. Maximum limit is capped at Rs.8.00 lacs.
c. Subject to EMI / NMI <= 50%
d. All are correct.
3. Mr. Prabhakar is eligible for a PAXC loan of Rs.70,000/- in YONO. But he needs
only Rs.20,000/- Can he avail Rs.20,000/- loan?
a. Yes, He can avail any amount up to his eligibility of Rs.70,000/-
b. No, He can not avail as minimum loan amount under PAXC is Rs.3.00 lacs.
c. No, he can not avail as minimum loan amount under PAXC is Rs.50,000/-
d. No, he can not avail as minimum loan amount under PAXC is Rs.25,000/-
4. As Mr. Prabhakar is not a registered user on YONO, Miss. Srilatha is verifying

the eligible list of customers for loans under PAPL category. Where can she find
the above list?
a. The list will be available at MIS online in SBI Times.
b. The list will be available on Analytical department website in SBI Times.
c. The list will be available on Project Ganga website in SBI Times.
d. No such information is available to branches.
5.what is the maximum period of loan for which pre-approved Xpress credit is
sanctioned?
• 72 months
• 12 months
• 24 months
• 36 months
CASE STUDY -9:
Empathy is the ability to understand and share the feelings of another. It is the act of
putting yourself in other’s shoes and seeing a problem from their point of view. In
customer service, empathy is the ability to have a human interaction with a customer. If
you take a look at some of the spectacular customer service failures, you will see that
they involve a (maddening) lack of empathy. Being empathetic towards someone does
not mean that you are agreeing with them. It just means that you understand their truth.
It is an important character trait for support executives to have because they have to talk
to many different kinds of customers every day, solve their problems, all the while making
sure that they are representing the company in the best way possible.
1. What is meant by Empathy, as per your understanding?

a. Empathy is form of communication technique.
b. Empathy is getting the work done.
c. Empathy is science of influencing others.
d. Empathy is the ability to understand and share the feelings of another.
2. As per the passage majority of the customer service failures involve.

a. Lack of Empathy
b. Lack of self discipline
c. Lack of Co-operation
d. Lack of sympathy
3. How can you express Empathy? Choose the wrong one:

a. Respond to customer's tone.
b. By being sympathetic
c. By being respectful
d. Do not assume, ask for clarity.
4. Empathizing has advantages. Choose the odd one among the following?
a. It gives a better understanding of people.
b. It will help you deal with conflicts easily.
c. It will create more conflicting situations and challenges in the Organisation.
d. Empathy invokes empathy from others.
5. How to cultivate Empathy?

a. Getting feedback from your peers and customers
b. By practicing self control
c. By participating in cultural programmes
d. By going for shopping
CASE STUDY – 10:
Kotputli is a semi urban branch, recently upgraded to Scale III. Now a new Service
Manager is posted at the branch during charge taking Service Manager found that some
of the account opening forms are lying in the opening desk for CKYC/KYC updation and
so on. Service Manager wanted to seek your support in rectifying the position.
1. What is the periodicity to file electronic copy of customer information with

CKYCR?
a. 3 days after account opening
b. 5 days after account opening
c. 2 days after account opening
d. 10 days after account opening
2. What is CKYCR?
a. Central KYC records register
b. Central KYC records registry
c. Central KYC recorded registry
3. Which among the following report is not required to be generated by branch?

a. CTR
b. STR
c. Both
d. None
4. What is the periodicity to update the KYC of a high risk customer?

a. Once in every 10 yrs
b. Once in every 8 yrs
c. Once in every 2 yrs
d. Once in every 1 yrs
5. What data of the customer has to be recorded with CKYCR?

a. Customer information
b. Photograph and Signature
c. KYC documents
d. All the above
Case Study-11:
Mr Ajay has secured admission in IIT Kanpur. He has submitted the project report where
in the free details were mentioned. The entire fee structure for 4 yrs is amounting to Rs.
20Lakhs. Mr. Ajay wants to know the features of the proposed education loan.
1. Mr. Ajay is eligible under education loan scheme?
a. SBI Student loan
b. SBI Scholar loan
c. SBI skill loan
d. SBI Global Advantage
2. Mr. Ajay has taken admission in IIT Kanpur in which type of category it can
be classified under the scheme?
a. AA
b. A
c. B
d. C
3. Whether the loan can be classified under priority sector?

a. Yes can be classified as priority sector.
b. No, as the project cost is more than 5L.
c. All the education loan irrespective of loan amount can be classified under priority
sector.
4. What is the security insisted by the branch to Mr. Ajay

a. NIL
b. 3 party guarantees of Govt employee.
c. Immovable property where the value should be 110% of the loan amount.
d. Liquid security where the value should be 100% of the loan amount.
5. What is maximum repayment period under this scheme?

a. 15 Yrs. excluding moratorium.
b. 15 Yrs. including moratorium.
c. 10 Yrs. excluding moratorium.
d. 10 Yrs. including moratorium.
Case Study-12:
A Newly recruited Jr. Associate was going through the observations/ comments brought
out by the Internal Auditor, for rectification of the same. In few of the observations pointed
out by the Auditor was related to the compliance of KYC/Nomination/Opening of
accounts, which he could not be able to find out how to resolve/make proper rectification.
He approached the Service Manager to get the things clarified. If you are in the place of
Service Manager, please answer to the following questions.
1. Non Govt. Organization opened a SB account after submitting the authority

letter, which is reflecting in the Project Ganga error. How to rectify the error?
a. The Organization can open SB account; hence rectification can be done at the
back-end.
b. Non Govt. Organization can open Current Account only.
c. As the error is reflecting, we need to rectify the error and necessary rectification to
be done.
d. Non-Govt. Organizations having business or trading activity cannot open SB
account. After intimating the customer, open current account and close the
SB Account.
2. Customer approaches the branch for activation of the inoperative account after
submitting the KYC documents. After due verification, branch authorised the
customer to operate the account. Under which of the following scenario, updation
of fresh KYC is not mandatory.
a. Where the Inoperative Account is KYC non-compliant and KYC updation is due/not
due.
b. Where the Inoperative Account is KYC Compliant and KYC updation is due.
c. Where the Inoperative Account is KYC Compliant and KYC updation is not due.
d. It is mandatory to obtain fresh KYC for Inoperative Accounts.
3. In a medium risk categorised account, KYC updation is due, notices sent 3

months back and customer approached the branch for deposit of the cash into the
account. What action you will initiate?
a. Cash can be allowed into the customer account.
b. Partial Freeze is imposed, and customer is not allowed to deposit.
c. Withdrawal from the account is allowed, not the deposit into the account.
d. Account will not be frozen, transactions into the account can continue.
4. Which of the following is correct under Banking Companies (Nomination) Rules,

1985?
(i) Nomination can be obtained for deposit accounts, articles kept in safe custody and
contents of safety lockers.
(ii) Branch can contact existing account holders who have so far not availed off the
facility and they may be requested to do so.
(iii) Nomination can be made in favour of Non-Individual.
a. All of the above are correct.
b. (i) & (ii) are correct
c. (i) & (iii) are correct
d. (ii) & (iii) are correct
5. Can Savings Account be opened for Govt./Quasi Govt. Depts.?

a. Govt. can open both the SB & Current Accounts
b. Govt. Dept. can open SB account after obtaining authority letter of the
concerned Govt. Dept.
c. The Govt. Dept. can open SB account only if it receives funds on subsidy.
d. Govt. Dept. can open only SB Account. No current account allowed.
Case Study-13:
Mr. Karthik, aged around 70 years running a Readymade garments business and is
having substantial deposits with us. He approaches you for a car loan but the CIBIL score
is 300.
1. What is the minimum CIBIL score required for sanctioning of Assured Car Loan?
a. 550
b. 600
c. 650
d. No CIBIL Score Stipulation
2. What is the minimum age for availing the car loan of this product?
a. 18 yrs
b. 21 yrs
c. 24 yrs
d. 25 yrs
3. What is the benefit for Mr. Karthik in availing Assured Car Loan?
a. As he is 70 years old, no benefit for Mr. Karthik.
b. There is no benefit; instead, Mr. Karthik can go for OD against Dep.
c. Mr. Karthik can avail tax benefits in his business.
d. Both 1 and 2.
4. Whether Mr. Karthik is eligible for car loan? If so, which variant he is eligible?
a. No. Mr. Karthik is not eligible for car loan.
b. Yes. Mr. Karthik may be considered under Assured Car Loan Scheme
c. Yes. Mr. Karthik may be considered under Loyalty Car Loan
d. Mr. Karthik’s CIBIL score is very less. He is not eligible for any loan.
5. What is the Maximum age limit for this car loan product?
a. 67 yrs
b. 70 yrs
c. 80 yrs
d. No upper age limit.
Case Study-14:
Courtesy promotes goodwill by showing concern for the receiver. Goodwill comes with a
feeling of confidence based on honesty and reliable service. Courtesy may also be
described as diplomacy. For example, when government officials from different countries
meet, they employ some of the same strategies you use in showing concern for the reader
of your messages.
1. Sender of the message demonstrates courtesy by which of the following
methods?
a. Developing the NO Attitude
b. Selecting gender free terms
c. Using Local Language
d. Using Attractive Language
2. What is meant by responding to message promptly?

a. Adequate response
b. Timely response
c. Complete response
d. Close response
3. Courtesy in the message can be communicated by

a. Developing NO Attitude
b. Developing a Biased Attitude
c. Developing a Personal Attitude
d. Developing the YOU attitude
4. Which of the following is a gender free term from courtesy point of view in
communication?
a. Firefighter
b. Waitress
c. Policeman
d. Mailman
5. Sender of the message demonstrates courtesy by which of the following

methods?
a. Using Positive words
b. Using Attractive language
c. Using simple language
d. Using Local Language
Case Study-15:
SNS traders are running a small business under partnership firm. The firm is maintaining
a current account with Sultanpur branch for their business activity. They make regular
payments to their suppliers for which, firm submits list of suppliers and cheque to the
branch with a request for sending the amount through NEFT/RTGS. Mr. Anand, associate
in the branch trying to explain the benefits of CINB to the customer.
1. Which of the following facility can be provided to SNS traders to reduce the
risk of erroneous data entry at branch while making payments to suppliers
through RTGS/NEFT?
a. CINB Khata
b. CINB Khata Plus
c. CINB Saral
d. CINB Vyapaar
2. Which of the following CINB variants can be offered to Large Corporate with high
transactions?
a. Khata Plus
b. Khata
c. VISTAAR
d. All of them
3. Which of the following variants are suitable to SNS traders, if they want CINB for
enquiry?
a. Khata
b. Khata Plus
c. Saral
d. Vyapaar
4. What are the mandatory roles to be created for CINB Vyapaar?

a. Administrator
b. Auditor
c. Uploader
d. No role is required. It is single user profile.
5. Which of the following CINB facility cannot be enabled through CBS?

a. Khata Plus
b. Khata
c. Saral
d. All the above can be enabled through CBS.
CASE STUDY-16:
Gaganpur branch is a small branch located in rural area. The branch has very high
potential for Agri Gold Loans. Mr. Rajput is a farmer in the village and banking with us.
He has availed agri. Gold loan of Rs.2.00 lacs from the branch. He is now trying to avail
another agri. Gold loan through YONO KRISHI. Ms. Parvathi, associate trying to answer
his queries related to Agri. Gold Loan in YONO KRISHI.
1. Customer has done some date entry in YONO KRISHI for Agri Gold Loan
which is incomplete. For how many days, this incomplete application will be
available to the customer to resume the further process?
a. 15 days
b. 30 days
c. 20 days
d. 7 days
2. Mr. Rajput has generated a reference number using YONO KRISHI for availing
Agri. Gold Loan one week back but due to his busy farm activities, he has come to
branch today. What is the validity to this reference number?
a. 10 days
b. 15 days
c. 7 days
d. 30 days
3. Customer is trying to apply for Agri. Gold Loan on YONO KRISHI. Which of the
following is not a prerequisite for the same?
a. Customer is literate, aged 18 years and above.
b. Customer is KYC compliant
c. Aadhar details are available in CBS.
d. PAN is available in CBS.
4. Mr. Rajput has already availed an Agri Gold Loan from the branch. Which of the
following statements is true regarding sanction of 2nd gold loan to Mr. Rajput?
a. No. Only one gold loan per person
b. Yes. He is eligible as no restriction on number of gold loans that can be availed by
a customer.
c. Yes. He can avail up to a maximum of 5 gold loans in his name.
d. Yes. He can avail up to a maximum of 6 gold loans in his name.
5. What is the maximum loan amount that can be sanctioned to Mr. Rajan in YONO
KRISHI in this case as he already had one Agri. Gold Loan, if he is otherwise
eligible?
a. Rs.23.00 lacs
b. Rs.18.00 lacs
c. Rs.13.00 lacs
d. Rs.8.00 lacs
CASE STUDY-17:
Kiran is working as a Service Manager of Sector-14 branch, the branch has received
some account opening forms returned from LCPC. Kiran allotted the work to Abdullah,
Junior Associate. Abdullah is having following doubts for which he is seeking your replies.
1. Account Opening form of Village Panchayat is returned. What might be the

reason?
a. Document showing name of the person authorized to act on behalf of the entity.
b. Copies of the OVDs as proof of identity & address, one recent photograph and
PAN/Form 60 of the person holding an attorney to transact on its behalf.
c. Non-obtention of any of the documents shown in Option 1 & 2.
2. Who is responsible for submitting the account opening forms in LCPC?

a. All the account opening dealing employees.
b. Service Manager
c. Field Officer
d. Branch Manager
3. A regular savings account opening form is returned with the reason not attested.
What does it mean?
a. All the KYC documents need to be attested by the verifying official, which is not
done.
b. Self attestation by the applicant.
c. Both are correct.
4. A Sole proprietorship account opening form is returned for the reason required
business related documents are not submitted. What does it mean?
a. Any two documents pertaining to proof of business activity in the name of the
proprietary firm shall be obtained like Registration Certificate or CST/VAT/GST
certificate
b. KYC of proprietor not obtained.
c. Both are correct.
5.A current account of HUF was returned for attention of OVDs. What is your
response with regard to OVD for a HUF account?
• OVD of Karta
• KYC of adult coparceners
• Both one and two are correct
• Either one or two
CASE STUDY-18:
Preetham Singh is a Chief Associate, working in Dehra Dun Cantt. Branch. Recently 3
new Junior Associates are posted to the branch and Preetham Singh is advised to give
in branch training to all of them. Preetham Singh started training the Junior Associates
from KYC Policy. During the interaction, the following questions are discussed by them.
1. What is the full form of FATF?

a. Financial Action Task Force
b. Foreign Accounts Tax Force
c. Foreign Active Task Force
d. Foreign Accounts Test Force
2. What is the primary objective of KYC, AML/CFT policy?
a. To prevent the Bank from being used, for accepting deposits.
b. To prevent the Bank from doing cross selling.
c. To prevent the Bank from being used, for remittances.
d. To prevent the Bank from being used, intentionally or unintentionally, by the
criminal elements for money laundering or financing of terrorism.
3. What is the full form of PMLA?

a. Preventive Money Laundering Act.
b. Preventive Money Loss Act
c. Prevention of Money Laundering Act
d. Prevention of Money Launderer Act.
4. What is the full form of KYC?

a. Know Your Client
b. Know Your Customer
c. Know Your Compliance
d. Know Your Competitor
5. What is the full form of CDD?

a. Corporate Due Diligence
b. Customer Due Diligence
c. Customer Data Diligence
d. Client Due Diligence
CASE STUDY-19:
Mr. Varun is an existing home loan customer availed in 2016 for a period of 20 years. The
balance outstanding in HBL is Rs.34 lacs. The conduct of the account is satisfactory. He
has been provided with INB facility. He approaches for top up loan with the requirement
of Rs.10 lacs only. His CIBIL score is 720. He enquired the features about the facility
with the filed officer.
1. Mr. Varun is eligible under _ Home Loan Variant
a. SBI Insta Home Top up Loan
b. SBI Home Repairs and Renovation
c. SBI Flexi Home Top Up Loan
d. SBI Maxgain Home Loan
2. What is the maximum loan eligibility under the product?

a. Rs. 5 lacs (5% of HL Limit subject to Min. Rs.1.00 lac & Max. 5 lac)
b. Rs.10 lacs
c. Rs.15 lacs
d. Rs.25 lacs
3. Which type of facility is extended to the above product?

a. Term Loan
b. Overdraft (With reducing Drawing Power)
c. Either Term Loan or Overdraft
d. Demand Loan
4. What is the eligibility to avail this product?

a. Minimum Residual Tenure of Home loan of 5 years
b. CIBIL score of 700 or higher
c. Satisfactory track record of 3 years or more
d. All of the above
5. Which of the following is mandatory for availing the product?

a. Current account
b. ATM Card
c. INB Facility
CASE STUDY – 20:
There was a Home Loan Campaign and Mrs. Chatura, Branch Manager has interacted
one of the customer Mr. Ritesh. He is employed in Infosys for the last 2 years and present
his age is 24 years. He was in search of availing home loan of Rs.50 lac. During
Interaction with the customer Mr. Ritesh has asked certain doubts.
1. Which is suitable product that can be marketed to Mr. Ritesh?

a. SBI Max Gain
b. SBI Realty Home Loan
c. SBI Privilege Home Loan
d. SBI Flexi Home Loan (Home Loans with a Combination of Fixed and Floating
Interest Rates)
2. What is the minimum repayment period in this scheme?

a. 10 years
b. 15 years
c. 20 years
d. No Minimum Period
3. What is the minimum age requirement for the product?

a. 18 years
b. 21 years
c. 25 years
d. No minimum age stipulation
4. Which is the benefit/USP Branch Manager has communicated to Mr. Ritesh
for choosing the product?
a. Concession in the interest rate
b. No CIBIL criteria
c. Quantum of loan will be calculated 1.20 times more than the applicable
EMI/NMI.
CASE STUDY-21:
Sometimes included as “Consideration”, courtesy is more than just good manners. Your
goal is to be accepted by your audience on their level while maintaining authority in the
subject you are discussing. You should command attention without demanding it, either
through force of personality or by generating keen interest in the topic. Imparting a
genuine interest in your subject makes your audience excited to hear what you have to
say about it.
When appropriate, engage your audience with humour and stories to which they can
relate. Keep your anecdotes related to your subject, and use them to further your
message, not merely to entertain or lighten the mood. In situations where jovial delivery
is not welcome, like in case of formal settings, consider delivering your message calmly
and in a meaningful fashion, like a newscaster on television.
1. Which 7 C’s of communication is highlighted in this passage?
a. Courteousness
b. Coherence
c. Coordination
d. Cooperation
2. Which of the following summarizes courteousness in communication?

a. Courteousness must be demanded.
b. Courteousness must be commanded.
c. You should command attention without demanding it.
d. You should demand attention without commanding it.
3. Choose the closest behaviour similar to courtesy

a. Coordination.
b. Leadership
c. Diplomacy
d. Friendship
4. Courtesy in message can be communicated by

a. Developing the NO attitude
b. Developing a Biased Attitude
c. Developing a Personal Attitude
d. Developing the YOU Attitude
CASE STUDY-22:
Mr. Viswanath is a retired employee from State Govt. He is maintaining his pension
account with Purandar Branch. He is in very urgent need of money for some medical
expenses. He has approached the bank for assistance. He has not availed any loan from
the bank so far. He heard about Preapproved Pension loan through YONO and has
following queries to Smt. Lavanya, Sr. Associate in the branch.
1. Which of the following is not correct about maximum loan limit under Pre
Approved Pension Loan through YONO?
a. 18 times NMP
b. Amount eligible as per EMI/NMP subject to EMI/NMP <= 50%
c. Lower of 1 or 2 with a maximum of Rs.5.00 lacs
d. Lower of 1 or 2 with a maximum of Rs.2.50 lacs
2. What is penal interest applied if PAPNL loan irregular?

a. 0.02
b. 0.01
c. 0.03
d. No Penal Interest for PAPNL.
3. What is the maximum age before which PAPNL in YONO has to be completely
repaid?
a. Before 70 yrs of age
b. Before 75 yrs of age
c. Before 68 yrs of age
d. No such criteria
4. Which of the following is no mandatory by the customer to be eligible for

PAPNL through YONO?
a. Age of the customer should be less than 66 years.
b. Residential Status of the customer should be “Resident Indian”.
c. There must be at least one credit every month for last 12 months.
d. Minimum of Rs.10000 NMP
5. If the pensioner has already availed pension loan from branch, whether he is
eligible for PAPNL loan through YONO?
• No. Not eligible
• Yes. If the existing pension loan completed one-year period
• Yes. If the existing pension loan completed two years period
• Yes. If the existing pension loan completed three years period
CASE STUDY-23:
Ramnagar branch is a District Head Quarters Branch. Though the branch is taking steps
to migrate the customers to alternate delivery channels still the branch witnessing, heavy
crowd during the first week of every month. Mr. Ravi has recently joined as Jr. Associate
in the branch. He has been assigned the job of onboarding the customers to RINB/YONO
and he had the following queries to answer.
1. Which of the following is not mandatory for self registration to RINB without
visiting the branch?
a. Debit Card
b. Email ID in CIF
c. Mobile number in CIF
d. All are mandatory.
2. Which of the following customers are not eligible for RINB facility?
a. Minor Accounts
b. Illiterate Customers
c. Visually Challenged persons
d. All are not eligible.
3. Which of the following Non Financial Services are not available in RINB?
a. Registration of Nomination
b. Submitting Form 15G/H
c. Registration for Positive Pay System
d. Apply for Locker.
4. Which of the following joint accounts are not eligible for RINB?
a. Anyone or survivor
b. Either or Survivor
c. Former or Survivor
d. Both or Survivor
5. What is the authentication method for login to RINB?

a. User ID and Password are sufficient for login to RINB.
b. User ID and Password along with OTP received on mobile.
c. Easypin
d. User ID and Password along with Profile Password.
CASE STUDY-24:
Mr. Vinayak is a newly joined Jr. Associate; he has been assigned CASA counter. He has
been provided with a target of opening 5 new accounts per day. ON first day, when he
met some persons to canvass for account opening, one person asked Vinayak whether
having PAN number and email Id is mandatory. As Vinayak is not confident to reply, next
day he decided to understand about various requirements for account opening and learn
various aspects related to CIF creation and enquiring the following questions with you.
Pl reply.
1. Which of the following is not a mandatory field to be filled for CIF creation?
a. Mobile Number
b. Door Number
c. Land Number
d. Date of Birth
2. What is the screen number used for creation of CIF?

a.70660
b.70600
c.62001
d.620001
3. CIF is required for which type of customer?

a. Only deposit account holders
b. Only advances account holders
c. Only those customers who avail locker and safe custody facilities
d. All those who are maintaining any relationship with the bank viz., Account
holders, Guardians, Beneficial Owners, Power of Attorney Holders,
Guarantors. Etc.,
4. Under Due Diligence which among the following document is not required for
creation of CIF?
a. Photograph
b. Email ID
c. KYC Documents
d. All the above required.
5. Which among the given data will be carried forward for CIF creation from CIF
Search Screen?
a. ID Number
b. Date of Birth
c. Name
d. All above
CASE STUDY- 25:
A literacy camp was organised by our Behror branch in rural area. with the help of
Panchayat and the pradhan of the village the branch could be able to assemble good
number of villagers in the camp. Mrs Mamata an illiterate resides in the same village also
attended the camp. she understood that she can open account for saving and future
recruitment purposes. she met service manager of the branch to know more details about
SB accounts please answer the following lend reward points.
1. Miss Mamatha does not have any OVDs few weeks back she had applied for
Aadhar but not yet received the same. Can she open the account?
a. She cannot open the account as she is not holding any of the OVD as per direction
given by RBI.
b. KYC mandatory for opening any accounts.
c. She can open BSBD small account without providing any OVD for full KYC.
d. She can open the account after she receives the Aadhar card.
2. Miss Mamata wants to know more about the facilities provided in the account
and the charges applicability. She wants the account with minimum basic
facilities without leaving any charges.
a. BSBD accounts where no charges will be levied on deposit/ withdrawal of cash,
issuance of ATM, transfer of money through RTGS / NEFT.
b. Small accounts where no charges will be levied on deposits, / withdrawal of cash,
issuing of ATM, transfer of money through RTGS / NEFT.
c. Regulars SB accounts where no charges will be levied on deposit / withdrawal of
cash, issuance of ATM, transfer of money through RTGS / NEFT.
d. Either 1 or 2
3. She wants cheque Book facility in the account, what is the instruction to issue
chq. book under this product variant.
a. No cheque leaves.
b. Only 10 chq leaves
c. Chq leaves, only after getting request from the account holder.
d. Chq leaves in a year, only after getting request from the account holder.
4. Which are not the features of BSBD account?

a. Restriction is there on number of deposits.
b. Basic Classic Rupay Card will be issued.
c. Maximum 4 withdrawals in a month and beyond the permitted limit at a cost of
Rs.15/- + GST per withdrawal
d. All are correct.
5. Which of the following is incorrect on financial restrictions for BSBD small

accounts?
a. Balance in the account should not exceed Rs.50,000/- at any point of time.
b. All credits in a financial year do not exceed Rs.1 lacs.
c. Balance exceeds Rs.50,000/- or the total credits summations during the year
exceeds Rs.1.00 lacs further transactions should be allowed after updating the
KYC in the accounts.
d. All are correct.
CASE STUDY – 26:

Mr. Rajnikanth has transferred from Bhilwara to Pune, and he is working in IT sector. He
has heard about a personal accidental insurance product available at SBI for all account
holders. Please answer his queries about this product.
1. All Resident Indian having age can avail personal accidental
insurance.
12 years to 65 years
18 years and above
2. Personal accidental insurance scheme is available for

Depositors and borrowers as well
Savings Bank account holders
Savings Bank and current Account holders
All depositors
3. Premium to be paid in PAI at which frequency?

Onetime lump sum
Annual
Monthly
Quarterly
4. Which is mode of payment for PAI?

Bill payment after approval of merchant in online Banking
Cash deposit at branch
Debit to their SB account
Payment through net banking or credit card
5. PAI cover is available for

Accident only
Death only
Death and accident
Depends on the variant selected by customer.
CASE STUDY – 27:

Mrs Parvathi joined back to your branch after a sabbatical leave of 2 years. She is posted
at account opening section. The service manager of the branch advised Parvathi to verify
the beneficial owner details before accepting the account opening form. She is having
following queries in her mind.
1. Who among the following is a beneficial owner of a company?
• The natural person who has an ownership of/entitlement to more
than 25% of the shares or capital or profits of the company
• The natural person who has the right to appoint majority of the
directors or to control the management or policy decisions including
by virtue of their shareholding or management rights or shareholders
agreements or voting agreements.
• Both a & b are correct
• None of the above
2. For which type of account beneficial owner has to be verified?
• All accounts
• Individual accounts
• Non-individual accounts
• CASA accounts
3. Who is a beneficial owner in a partnership firm?
• The natural person(s), who, whether acting alone or together, or through
one or more judicial person, has/have ownership of / entitlement to more
than 5% of capital or profits of the partnership.
one or more judicial person, has/have ownership of / entitlement to more
than 10% of capital or profits of the partnership.
• The natural person(s), who, whether acting alone or together, or
through one or more judicial person, has/have ownership of /
entitlement to more than 15% of capital or profits of the partnership.
4. Who is beneficial owner?

• Beneficial owner is an individual who ultimately owns or control a client of a
reporting entity.
• The person on whose behalf a transaction is being conducted and includes
a person who exercises ultimate effective control over a judicial person.
• An individual
• Both 1 & 2 above
5. Who is the beneficial owner in unincorporated association account?

one or more judicial person, has/have ownership of/ entitlement to more
than 5% of the property or capital or profits of the unincorporated
association or body of individuals.
• The natural person(s), who, whether acting alone or together, or
through one or more judicial person, has/have ownership of/
entitlement to more than 15% of the property or capital or profits of
the unincorporated association or body of individuals.
CASE STUDY – 28:
Mr Sandeep is employed in central government department and drawing gross salary of
rupees 1.25 Lac per month he is maintaining salary with HDFC Bank he approached our
bank for availing personal loan the branch manager explains the features.
1. What is the maximum loan eligible Sandeep?
• 15 lacs
• 20 lacs
• 25 lacs
• 30 lacs
2. What is the maximum repayment extended to Sandeep?
• 60 months
• 36 months
• 72 months
• 84 months
3. What is the minimum loan amount applicable for this product?

• 1 lac
• 3 lacs
• 5 lacs
• 25000/-
4. What is the criteria regarding the income eligibility under the screen?
• Gross monthly salary should be above 50,000.
• Gross monthly salary should be above 1 Lac.
• Net monthly salary should be above 1 Lac.
• Net monthly salary should be above 50,000.
5. Which is the product of express credit branch manager explained to

Sandeep?
• Xpress credit Elite
• Xpress credit Lite
• Xpress credit Premium
• Xpress credit Power
CASE STUDY-28
Krishna Kumar a 65 year old customer is visiting hour Gandhi Nagar road branch to draw
his monthly pension he's carrying to pass books in his hand being the first week of the
month there was a huge rush in the branch for childcare rules as the other customer
would object to cutting the line and approaching the counter directing he was forced to
stand in line for drawing his pension he was forced to stand in line for 15 minutes on
reaching the counter he requested for updating his passbooks as he wanted to know the
balance before withdrawing the amount the SW refused to update the passbook saying
that there is a separate line for passbook updating and he should go and get it done from
there the aged customer became helpless and was again forced to stand in another line.
1. What is meant by empathy as per your understanding?
a. Empathy is a form of communication technique.

b. Empathy is getting the work done.
c. Empathies signs of influencing others
d. Empathy is the ability to understand and share the feelings of another.
2. Empathising has advantages choose the odd one among the following.
a. It gives a better understanding of people.
b. It will help you deal with conflicts easily.
c. It will create more conflicting situations and challenges in the organization.
d. Empathy invokes empathy from others.
3. What could have been done to make customers like Krishna Kumar complete
their banking needs in a hassle-free manner?
a. Provide Internet banking facilities.
b. Issue tokens and arrange for nice and comfortable seating area.
c. Provide out of turn access to the aged and disabled so that they are
empowered to complete their banking needs.
d. Provide them with ATM cards so that they can complete their transactions without
entering the main banking area.
4. How to cultivate empathy

a. By being biased with customers
b. By maintaining negativity
c. by avoiding feedback
d. Try to put one in the shoes of another.
5. What is the issue being discussed in the above case?

a. Lack of coordination
b. Lack of discipline
c. Lack of cooperation
d. Lack of empathy
CASE STUDY-29:
Mr.Surendran is maintaining his Savings Bank account with to Richie branch he is also
using you know application for his banking services one of his friends Rajan who is also
a customer of SBI has availed a loan of Rs.1,10,000/- through you know app without
any visit to the branch Mr Surendran wants to know why this facility is not provided to him
Mr Puneet associate in the branch is guiding Surendran about the eligibility for this loan
please answer the following questions.
1. What is the minimum amount of monthly credit in Savings Bank account for
the last six months required for the customer to be eligible for the PAPL in
YONO?
a. No minimum amount
b. 20000
c. 25000
d. 10000
2. Which of the following is not mandatory to be eligible for PAPL through you
know?
a. Account should be KYC complaint.
b. Account should be in single name.
c. The SB account should have at least one credit every month for the last six months
d. Average quarterly balance in savings account for last four quarters should
be above one lakh.
3. Surendran wants to know about the eligibility for the above loan.
a. He can login you know application and check for notifications.
b. He can send an SMS PAPL (SPACE) XXXX to 567676 where last XXXX is the last
4 digits of SB account to know his eligibility.
c. You can visit the branch and inquire about his eligibility.
d. Any of the above
4. What is the minimum amount of loan offered under PAPL in you know?
a. No minimum loan
b. 50000
c. 25000
d. 100000
5. What is the maximum period of loan for which PAPL is available?

a. 6 months
b. 12 months
c. 24 months
d. 36 months
CASE STUDY – 30:

Mr Vishnu is identified as service manager of newly opened Jeshua branch the branch is
located in a rural area in order to onboard new customers and capture market share in
the locality Vishnu planned to organise a meeting with all the available SHGs and NGOs
promoting SHGs in the area after successful conduct of the meeting a good number of
SHGs approach branch for account opening the following are some questions pondering
with Vishnu.
1. Whether KYC documents of all the group members has to be obtained

a. Yes
b. No
c. As per the directions of the branch manager
2. Whether separate CDD is required at the time of credit linkage

a. No
b. Yes
c. As per the decision of branch manager
3. What is the required document along with the KYC document of the office
bearers to open an SHG account?
a. NGOs letter
b. Group resolution
c. Photo of all the group members
4. When a group account can be opened

a. 6 months after group formation
b. 3 months after group formation
c. As for the requirement of the group based on the group resolution to open
an account.
d. none of the above
5. In a SHG account customer due diligence of home has to be conducted

a. All the members
b. Only literate members
c. Office bearers
CASE STUDY – 31:
Mr. Atul is a salaried customer and has availed housing loan from our bank. He
approaches for purchase of vehicle of Rs. 20 lacs for his personal use. He submits the
income details and request for granting the auto loan. In this regard he also shows interest
for extension of the security of house towards the car loan. He wants some benefit as the
car loan is entirely covered with immovable property apart from the hypothecation of
vehicle.
1. Branch insists on extending security of house property for proposed car loan.
In the above case study whether covering the extension scope of mortgage of
house property is mandatory?
• Yes, as he gets the benefit of 100% finance of cost of vehicle.
• No. can take lien over the house property only.
• If the loan amount is more than 10 lacs creation of extension scope is
mandatory
• Both A and C
2. what is the suitable product which can be marketed to Mr. Athul?
• SBI Assured loan
• SBI loyalty car loan
• SBI car loan Lite
• SBI pre-owned car
3. what is the minimum NAI in case of loyalty car loan?

• 1 Lac
• 2 lacs
• 3 lacs
• 4 lacs
4. what is the minimum age eligible under this product?
• 18 years
• 21 years
• 25 years
• 30 years
5. Whether ITR return is mandatory for the above existing HBL customer?
• Yes. ITR is mandatory as limit has to be assesses by way of income.
• No. ITR is optional as he is existing housing loan customer and loan is secured
with immovable property.
• If the customer CIBIL is more than 700, ITR is not mandatory.
CASE STUDY – 32:
Ms. Sandhya is maintaining salary account with Shivdham branch. She wants to earn
more interest on surplus balance lying in the account. She enquired regarding features of
account allows for sweep in facility. Kindly address her following queries.
1. In case some MODs are matured and customer wish to renew the MODs for
maturity value. Whether we can accept customer’s request?
• Yes. We can accept the request of customer.

• Minimum amount for MOD creation rupees 10,000 (in multiples of 1000
each thereafter) Hence cannot allow to keep maturity value as MODs
principal amount.
• Yes, only for the MODs applied through online banking.
2. Ms. Sandhya will earn more interest in normal TDR or MODs. Whether any
adverse implications on TDS will be there
• The specific interest rate will be depending on tenor of the deposit.

• Rate of interest is as per the term deposit.
• TDS applicable as per IT rules
• All of the above
3. Ms. Sandhya received bonus of rupees 4 lacs in addition to her regular salary.
How much is the maximum amount for issuance of MODs?
• Maximum amount - customer can decide to fix and change once in a year.
• Maximum amount - equivalent to 3 months off
• Maximum amount - No limit
• Maximum amount – Rs.5 Lac per month
4. Ms. Sandhya is worried, whether she has to visit branch in case she wants to
withdraw the funds
• premature withdrawal allowed only for the MODs applied through online banking.
• MODs has no facility of auto withdrawal through CA/SB.
• MODs has an inbuilt feature of auto withdrawal through CA/SB.
5. Whether she can do nomination in the MODs?
• Yes, only for the MODs applied through online banking.

• Yes, nomination facility is available.
• No, nomination facility is not available.
• It depends on whether MODs in single name or joint name.
CASE STUDY – 33:
Mr. Dani has retired from the army services during 2016 and drawing the pension from
market branch. His age is 54 years and approached for availing the pension loan.
1. Which is the suitable product that can be marketed to Mr Dani?

• SBI pension loan
• SBI defence pension loan
• SBI Jay Jawan pension loan
• pension loan to CMPF pensioners
2. What is the maximum repayment under this scheme?

• 36 months
• 60 months
• 72 months
• 84 months
3. What is the primary security in this pension loan product?
• NIL
• Lien on the pension amount
• 3rd party guarantee
4. What is the type of facility can be considered to Mr Dani under this scheme?
• Term loan
• Demand loan
• Overdraft
• Either term loan or overdraft
5. What is the maximum loan extended to Mr. Dani?
• 36 times net monthly pension subject to a maximum of 10 lacs
CASE STUDY-34:
Mr Sandesh travels to Keshavpur from Newpet by road at least two times a month to meet
his parents. He affixed SBI fast tag on the windscreen of his vehicle for making toll
payments. He is facing issues while using fastag for toll payments. Please answer the
following queries raised by him.
1. Mr Sandesh is using his personal car and his fastag is a prepaid account. what
is the minimum balance that he needs to maintain in fastag account?
• No minimum balance required for fast tag account.
• Rs. 200
• Rs. 300
• Rs. 100
2.Some of the toll plazas are not accepting the fastag. What is the NHAI helpline
number on which he can lodge his complaint?
• 1033
• 1055
• 1088
• 1022
3. What is the customer care helpline number of SBI fast tag for getting help in
this regard?
• 180110018
• 180112211
• 180111101
• 180325380
4. Fastag works on the technology called RFID. What is the expansion of RFID?
• Radio frequency identification technology
• Radio fast identification technology
• Read frequency identification technology.
• Radio frequency information device technology
5. Sometimes his fastag account is debited twice for the same transaction. What is
the SBI fastag email ID for support in this regard?
• fastag@sbi.co.in
• support.fastag@sbi.co.in
• helpdesk.fastag@sbi.co.in
• help.fastag@sbi.co.in
CASE STUDY – 35:
Mr. Ratnesh aged 40 years has availed housing loan of Rs.50lacs from our Bank during
April 2016. He has added Mr. Harish (brother of Mr. Ratnesh) as a co-obligant for his
housing loan. The present balance outstanding is Rs.35lacs. Mr. Ratnesh wants to
perform his daughter’s marriage and needed money. He approached the bank for availing
Top up loan. Mr. Ratnesh is banking with Great Branch for past 5years.
1. As per Home Top up loan Mr. Ratnesh is classified under which category
customer?
• High Networth Individual
• Category-1
• Category-2
• No such classification
2. Mr. Ratnesh approaches for Home Top up loan for performing his daughter’s
marriage
• Home Top Up loan can be considered only for home related purpose.
• It can be considered as it can be for any personal purpose other than speculative
purpose.
• It can be considered provided the loan amount should be within LTV ratio.
• Both B&C
3. Mr. Ratnesh alone visited the branch on 20.03.2020 and requested for availing
the Top up Home loan.
• Branch cannot consider the request of Mr. Ratnesh alone as the housing loan
availed as was jointly.
• Can consider the request of Mr. Ratnesh as he is the principal borrower.
• Branch can take a third-party guarantee and can allow Mr. Ratnesh for availing
Top up Home loan.
4. If Mr. Harish alone request to avail Home top up loan, can the request of Mr.
Harish be considered?
• Yes, as he is one of the coborrower in Home loan.
• No, as the property is in the name of Mr. Ratnesh, and Mr. Harish is only a
coborrower.
• Both Ratnesh and Harish should request to consider the Home Top up loan
5. What is the maximum repayment can be considered under Top up Home loan?
• 30 years
• 15 years
• 26 years
CASE STUDY -36:
Sagar, a hand balance branch, is in district headquarters centre. Mr Vijay has joined the
branch as branch manager. He is young and dynamic. The branch is in an area where
there are wholesale market, other retail shops dealing with perishable goods and two fuel
stations. The main business of the branch includes heavy remittance of cash by various
merchant establishments. One day the branch received an order of district consumer
forum against bank in which consumer forum passed the order of payment of Rs.35000/-
to one of SME customers. Branch manager was surprised receiving that order. He called
the service manager and asked about the complaint. As service manager was just six
months old to the branch, he was also unaware about the case. Thereafter branch
manager approached the customer and asked him about his complaint. He said that he
has deposited a cheque of Rs 25,000/- for collection, but the cheque amount was not
credited into his account, neither the cheque was written to him. He had made written
complaint to the branch, but no satisfactory reply was given by the bank officials. That is
the way he was forced to approach consumer forum based on above incident. please
answer the following questions
1. The central consumer protection authority (central authority) has to regulate

matter relating to
• Violation of rights of consumers
• Unfair trade practices
• False or misleading advertisements
2. The District consumer disputes redressal forum (district forum) takes up

complaints where the value of goods or services paid as consideration does not
exceed
• 10 lakhs
• 20 lacs
• 1 crore
• 10 crores
3. Who is liable to pay the amount ordered by district consumer Commission

• Employee
• Bank
• Branch manager
4. Within what period an appeal can be filed against order of district consumer
Commission?
• 30 days
• 15 days
• 45 days
• 60 days
5. What are other options left with the branch, after the order passed by district
Commission
• Review application
• Settlement outside court and intimate the court.
• Appeal to state consumer dispute redressal Commission
CASE STUDY – 37:
Mr Bramhanand is working in a captive branch located at KVM campus, Hyderabad.

During admission season a huge number of account opening requests are received. He
is trying to clear the pendency and observed following special application. He requires
your guidance to deal with them.
1.A student of Pakistan applied for account opening. What additional document is
required along with passport and address proof document?
• Prior approval of Reserve Bank of India for opening the account.
• Prior approval of Ministry of external affairs
• Prior approval of GM network
2. Mr Tituss a citizen of Sri Lanka has applied for account opening. What are the
required documents to open an account?
• passport (with appropriate visa and immigration endorsement)
• A letter offering admission from the educational institution in India.
• A declaration should be obtained about the local address within a period of 30
days of opening the account and the said local address shall be verified.
3. What type of account has to be provided to a NRI student who secured seat in
KVM college?
• Regular SB account
• PMJDY small account
• NRO account
• NRE account
4. What is the period by which local address proof has to be submitted by a

foreign student?
• 90 days
• 60 days
• 30 days
5. During the pending verification of local address proof how much amount can be
withdrawn in a NRO account of Foreign student?
• 10000
• 20000
• 25000
• 50000
CASE STUDY – 38:
Mr Pinto is maintaining his Savings Bank account with Basavpur branch. He is also using
YONO application for his banking services. He has come to branch to lodge a complaint
that his account is having a debit which is not done by him. On enquiry he said that he
has used his ATM card in other bank ATM for cash withdrawal recently. Mr. Ijaz associate
in the branch is lodging the complaint in CMS and advising the customer regarding usage
of ATM card.
1. For which of the following amount customer cannot create card less cash
request?
• 10000
• 8200
• 500
• 20000
2. Which of the following is not a benefit of card less cash withdrawal in YONO?
• Cardless shopping
• card less cash at SBI ATMs enabled with this facility.
• Cardless cash at POS location
• No pin or password to be entered.
3. How can the customer access this option of card less cash withdrawal/ card
less payment?
• YONO app/ web portal only
• YONO light only
• BHIM SBI pay
• Both 1 and 2
4. What is the limit on number of transactions in a day using this option of card
less cash withdrawal in ATM?
• No limit on number of transactions per day but total amount per day is Rs.20,000
• 2 transactions per day are permitted.
• 3 transactions per day are permitted.
• Only one transaction per day is permitted.
5. Bank has introduced card less cash withdrawal /card less payment to avoid the
risk of card skimming/ cloning. What is the name of this facility?
• No card cash.
• YONO cash
• Instant cash
• Immediate cash
CASE STUDY – 39:
Regardless of your career or position, good communication skills are essential. The ability
to effectively communicate will ultimately measure your performance directly. The ability
to convey information effectively and articulately can be broken down into the 7 C’s of
communication. The seven C’s of communication apply to all methods of exchange,
though your approach to each depends on which one you choose—verbal, written, visual
or some other form. Understanding the various aspects of communication can ensure
your workplace functions efficiently and productively. The seven C’s of communication is
a checklist to ensure an individual is communicating properly and that their message will
be received as intended.
1. What is the relevance of completeness in communication?

• Complete communication is appealing.
• Communication need not be complete.
• When there is a risk of misunderstanding it is better to be concise than complete
• When there is a risk of misunderstanding it is better to be complete than
concise
2. What is meant by coherence in communication?

• It is the feedback given in the communication.
• Creating confusion in the message
• Organising the message so that each idea flows neatly into the next
• It is the main content of the message.
3. Which of the following summarises courteousness in communication?

• Courteousness must be commanded.
• Courteousness must be demanded.
• You should command attention without demanding it.
• You should demand attention without commanding it.
4. Among the following which is not part of seven C’s of communication

• cooperation
• courteousness
• complete
• correct
5. Among the following which is not part of seven C’s of communication

• coordination
• clear
• concise
• complete
CASE STUDY – 40:
Mr Suresh is banking with us for the last 15 years. His son Mr Naresh has joined ITI
course for two years. Mr Suresh approached the bank and requested for granting the
loan to his son for completing the course. Mr Manohar is interested to know the details
of the scheme.
1. Is there any product available for availing the education loan to Mr Naresh?
• Yes, SBI skill loan.
• Yes, SBI scholar loan.
• No, Education loan is extended only for professional courses.
2. What is the margin stipulated for this product?

• NIL
• 5%
• 10%
• 15%
3. What is the moratorium applicable in this case?

• 12 months from completion of course
• 6 months from the completion of the course
• 3 months from the completion of the course
• one month from the completion of the course
4. What is the security required for this product?

• NIL
• Third party guarantee of government employee
• Immovable property where the value should be one 10% of the loan amount.
• Liquid security where the value should be 100% of the loan amount.
5. What is the maximum loan granted under this scheme?

• 50000/-
• 100000/-
• 150000/-
• 200000/-
CASE STUDY – 41:
Mr Dinesh is proprietor of the firm and having a current account. He has some gold
ornaments/ gold coins of weight 60 grams and approach for availing gold loan in the
meantime he enquires benefits of overdraft facility and the other features of this
scheme.
1. What is the instruction for accepting the gold coins issued by the bank?
• Cannot be accepted as go loan is granted for pledge on gold ornaments only.
• Can be accepted as it is a part of gold loan.
• Can be accepted up to 50 grams only.
2. What is the minimum purity of gold ornaments for availing the gold loan?
• 16 carats
• 18 carats
• 22 carats
• 20 carats
3. What is the maximum loan eligible under this product?

• 10 lacs
• 20 lacs
• 50 lacs
• 25 lacs
4. What is the maximum repayment period applicable for this scheme?

• 12 months
• 24 months
• 30 months
• 36 months
5. Which is the suitable product that can be marketed to Mr Dinesh?

• SBI personal gold loan
• SBI liquid gold loan
• SBI bullet repayment
• Multipurpose gold loan
CASE STUDY – 42:
Mount chowki branch is due for RFIA. Branch has scored A rating in previous audit and
now the AGM of the region wanted the branch to retain the audit rating as well as improve
the score. To help the branch staff in completing the preparatory work for audit an officer
from RBO is posted on deputation. He is scrutinising all the account opening forms and
following are the points identified by him.
1. What is the required retention period of account opening form after closure of
account as per PMLA Act?
• 10 years
• 8 years
• 5 years
• 2 years
2. Which department will issue detailed information about risk categorization?

• PBBU department
• AML CFT Department
• KYC department
• Audit Department
3. Bank will not be exposed to which of the following risk on non-compliance of KYC/
AML/CFT standards.
• Financial risk
• Reputation risk
• Operational risk
• Legal risk
4. The compliance with regard KYC/ AML procedure will be placed before the audit
committee of the board at what intervals?
• Monthly
• Quarterly
• Half yearly
• yearly
5. What are the obligations placed under PMLA on the Banks?

• Maintaining a record of prescribed transactions
• Furnishing information of prescribed transactions to the specified authority
• Maintaining the confidentiality of the information
CASE STUDY – 43:
Mrs. Gyananba is working as a chief associate of Chambur branch. She has been
entrusted the duties of clearing project Ganga errors and verify all the new account
opening forms and duly authorised them in CBS. Gyananba took a pro-active step to
discuss with all the associates of the branch and discuss about the various errors related
to new account opening.
1. What is the impact of non-recording of proper annual income?

• Impact on risk categorization of the customer
• Wrong reporting to FIU-India in ground of suspicion while filing STR.
• Both one and two are correct
• May lead to wrong filing of regulatory returns.
2. What is the impact of wrong recording of BSR organization code?

• Wrong feeding of BSR code may result in output of in-accurate data for filing
of regulatory returns and hence leading to wrong filing of returns.
• No impact
3. What is the impact of wrong recording of date of birth?

• Conversion of accounts from minor to major, after the customer turns 18, will be
impacted.
• wrong feeding may lead to denial of a senior citizen benefits by the system even if
they have become senior citizen or early giving benefits who are actually not the
senior citizens. In both cases, it will lead to regulatory guidelines will be non-
compliant.
• minor may open their accounts in major head category may lead bank to land into
trouble under contract act.
• All of the above.
4. What is the impact if a resident Indian account is opened by picking the

nationality as Ireland?
• Tax related non-compliance
• FEMA related non-complaints.
• may lead to wrong classification of risk category of the customer.
• All of the above.
5. What is the impact of threshold limit?

• No impact
• Wrong conclusion in regard to filing STR on case alert generated by system.
CASE STUDY – 44:
Mr Ranjit is maintaining a CSP account with Ramnagar branch. He is a software engineer
and using our YONO app extensively for all his banking needs for 1 year. He is very busy
with his work and rarely visits the branch for his banking needs. He has opened one STDR
of Rs. 50,000 through YONO. Now he wants to close this STDR prematurely due to
emergency. He is unable to close the same as the deposit is opened under tax saving
scheme by mistake. Smt. Priya senior associate is guiding Mr Ranjith regarding tax
savings deposit account.
1. what is the maturity instruction that can set by Ranjit while opening tax saving
deposit in YONO?
• Repay interest and renew principal.
• Renew both interest and principal.
• Repay both principal and interest.
• Any of the above as per his choice
2. Ranjit wants to open another deposit under tax saving scheme for a maximum
period. What is the permitted maximum period under this scheme?
• deposit under this scheme is allowed for five years only.
• 10 years
• 8 years
• 7 years
3. what is the advice that you can give to Mr Ranjit in this situation?
• Obtain request from Ranjith and close the account in the branch.
• Advise Ranjit to wait for the locking period to be completed.
• Advise Ranjith to avail loan against the deposit.
• Ranjit can opt for any one of these options.
4. If the earlier deposit opened by Ranjit is during the current financial year, what
is the maximum amount for which he can open another deposit under tax savings
scheme?
• one Lac
• 1.25 lacs
• no such limit
• 1.5 lacs
5. what is the minimum period, for which Ranjit can open deposit account under
tax saving scheme in YONO?
• 7 days in case of TDR and six months in case of STDR
• One year
• 5 years
• 6 months
CASE STUDY – 45:
Mr Ratan has taken admission in one of the local engineering college for undergoing.
B. Tech course. He approached along with his father for availing for education loan. He
has submitted the Fee structure for 4 years to the bank. The cost of fee for 4 years is
Rs.505100/-. Mrs. Ramya field officer of the branch has briefed the features of the
product.
1. What is the margin stipulated under this scheme?

• NIL
• 5%
• 10%
• 20%
2. What is security insisted by Mrs. Ramya to Mr. Ratan?

• NIL as it can be covered under CGFSEL.
• Third party guarantee of Govt. Employee
• Immovable property where the value should be 110% of the loan amount.
• Liquid security where the value should be 100% of the loan amount.
3. What is the minimum repayment period under this scheme?

• 15 years excluding moratorium period.
• 15 years including moratorium period.
• 10 years excluding moratorium period.
• 10 years including moratorium period.
4. Which is the product Mrs. Ramya explained to Mr. Ratan?

• SBI student loan
• SBI scholar loan
• SBI skill loan
• SBI Global Ed-vantage
5. Whether the loan can be classified under priority sector?

• Yes, can be classified as priority sector.
• No, as the project cost is more than 5lacs.
• All the education loans irrespective of the loan amount can be classified under
priority sector.
CASE STUDY – 46:
A new junior associate joined the branch. On the first day he observed that the BCSBI
code in handing on the customer area. He could not be able to understand what the
importance of the code is. Also, on the same day a customer rushed to the branch at 4:00
PM and was shouting at the branch officials and threatened to complain against the
branch at consumer court. he understood that for deficiency in services customers can
approach consumer court and shown interest in knowing more about the act. He went
immediately to the branch head and expressed to know something more about BCSBI
code and consumer court act.
1. Which of the following banking practices are included in the BCSBI?
• Banks commitment to customers
• Banks commitment to MSME
• Banks commitment to non-customers per segment
• Both 1 & 2
2. Which tire of consumer dispute redressal Commission will entertain for a

complaint worth consideration value of Rs. 80 lacs
• District consumer redressal Commission
• State consumer redressal Commission
• National consumer redressal Commission
• High Court
3. What is the bank’s commitment on BC SBI?

• To set minimum standard of banking practices
• To set maximum standard of banking practices
• To deal with customers how effectively
4. A customer is not happy with the decision order given by the state
Commission within how many days he or she can appeal at higher forums.
• 30 days
• 60 days
• 45 days
• 15 days
5. If a consumer or any organization is not obeying the order given by the

respective consumer dispute redressal Commission what is the provision of
punishment prescribed
• Imprisonment for one month to 3 years
• Provision of fine off rupees 15,000 to 1 Lac
• Provision of fine of rupees 25,000 to 1 Lac
• Both 1 and 3
CASE STUDY – 47:
Reetesh is the in charge of on-boarding customers in a PBB branch in order to fulfil all
the statutory requirements and compile with the regulations the following questionnaire is
prepared by him advised all the front-line staff members to reply them. Let us see the
queries.
1. Which among the following is not permitted as per general terms and
conditions of handling accounts of customers?
• never encourage any activity among staff/customers who adversely affect the
AML-CFT activities in the bank.
• Never indulge in concealing any information in related with name of transacting
customer or nature of transactions.
• Allowing unauthorised person to access customer records.
• Never open parking/ pooling account under current account /Savings Bank
account product code unless authority authorised by the appropriate authorities in
terms of bank’s extant instructions.
2. What are the verifications to be done before the current account is allowed
for trade transactions?
• Account should be KYC complaint.
• Monitoring of cheque/ bill return incident in the account. no transaction should have
been filed with STR in last 12 months.
• Value of forex transactions being handled should be consistent with the nature/
level of activity in the accounts.
• All the above are correct.
3. Which among the following is not correct with regard to compliance of AML-
CFT norms?
• Inform the customer that his account is under monitoring/ STR is likely to be
filed.
• Do not share AML triggers/ rules /thresholds with customers.
• Do not extend unethical guidance/ illegal support to the prospective customers/
existing customers.
• Never fail to report correct details of counterfeit currency notes detected and
seized using online CCN reporting functionality.
4. Which among the following should not be done while feeding data in CBS?
• KYC particulars are to be fed.
• If customer has not provided the data related to annual turnover imaginary
data can be fed
• Threshold value has to be fed.
• All of the above are correct.
5. Which among the following is not correct with regard to compliance of KYC
norms?
• Do not accept OVDs which have not been specifically prescribed by regulators are
apparently suspicious.
• Do not type special characters for demand draft/IOI’s applicant name in CBS.
• Discuss bank’s compliance policies and procedures with customers.
• Do not permit to complete any transaction until satisfied regarding its genuineness.
CASE STUDY – 48:

Mr. Aditya is working as a chief associate and the branch is undergoing with RFIA audit.
Aditya is advised to support the RFIA auditor in smooth conduct of audit. The following
are the observations made by RFIA auditor for which Aditya is discussing with BM.
1. How many are the functional classification areas of RFIs?
• 10
• 12
• 15
• 20
2. How many RFIs are issued by FIU-IND?
• 80
• 60
• 27
• 23
3. What are the areas under which implementation of RFIs can be done at
operating level?
• Customer due diligence
• Transaction due diligence
• Document check lists
4. Which among the following is not a deviation in external compliance area?
• The beneficial owners have not been identified (in case of legal entities)
• Customer has not been categorized as High/Medium/Low risk while opening
account
• Proof of ID, Proof of address and photograph are not updated in CIF
• Accounts of jewellers/bullion dealers, NRIs, HNIs, Trusts, Charities, NGOs,
PEPs, Non-face to face persons to be categorized as high risk requiring
enhanced due diligence
5. Which among the following is not a common irregularity?
• Document obtained viz. POA, POI and photo are not held on record
• Specimen signatures are not scanned and uploaded in system
• SB accounts opened for Govt/Quasi Govt depts without obtaining proper
authority of the concerned dept and proper record not maintained.
• NOC of existing banker or declaration having no credit facilities in
other bank is not obtained.
CASE STUDY – 49:
Mr. Bhargav is newly promoted field officer posted in the PBB branch. Mr. Bharat has
approached for housing loan. There was some difficult in margin requirement for HL
project. Mr. Bharat has enquired about any way of provision to meet margin amount in
HBL. The track record is satisfactory and RSM for HBL is 45.
1. What is the minimum and maximum loan amount in the above product?
Minimum 50,000/- Maximum – 20.00 lacs
No minimum – No Maximum
2. What is the benefit if Mr. Bharat avails this product?

Nil Margins
No minimum cibil score stipulations
Benefit for interest portion in I.T 24(b) sec 80(c) Principal
None of the above
3. Which is the suitable product Mr. Bhargav can market it to Mr. Bharat
SBI Asset Backed Loan
SBI loan against property
SBI Realty Gold loan
SBI Personal loan
4. Which one of the following purpose is not the purpose of this product?
Margin money requirement for HL
Registration charges of house property
Project price escalation
None of the above
5.What is the minimum age requirement in this product?
18 years
21 years
24 years
No age stipulation.
CASE STUDY –50:
Mrs. Sita is drawing pension from our bank. Her age is 67 years. She approached for
availing pension loan. FO of the branch has interacted with Mrs Sita and explained the
features of the loan.
1. What is the primary security in Pension loan?

NIL
Lien on the Pension amount
TPG
None of the above
2. What is the type of facility can be considered to Mrs. Sita under SBI Pension loan?
Term loan
Demand loan
Overdraft
Either TL / OD
3. What is the maximum repayment period which can be extended to Mrs. Sita?
36 months
48 months
60 months
72 months
4. Whether collateral security is insisted under this scheme?

It is waived as she is drawing pension from our branch
Yes, TPG of spouse is mandatory
Yes, TPG of an respectable person of the branch
None of the above
2. What is the maximum loan amount Mrs. Sita is eligible under the SBI Pension
loan?
18 times NMP max of 10 lacs
18 times NMP subject to max of 12 lacs
18 times NMP subject to max of 14 lacs
18 times NMP subject to max of 15 lacs.
CASE STUDY – 51:
Mr. Omesh is an associate working in your branch, since one year he was working in
SWO cash counter and today due to change in work allotment he is assigned in account
opening section. Branch has organized a customer meet and invited all the businessman
in the area. Service manager have instructed Omesh to convey all the attendees about
the required documents for account opening and try to onboard many new accounts.
Omesh is trying to find out the replies for the following questions.
Q.1 Which among the following document is mandatory for opening an account for
a company?
* Certificate of Incorporation
* Memorandum in article of association
* A resolution from the board of directors
* All of the above
Q.2 For opening an account of a HUF which document is not required?

* Certificate of incorporation
* Declaration from Karta
* PAN or Form 60 of the HUF
* Prescribed joint hindu family letter signed by all the adult Co-parceners.
Q Which among the following is required for opening a Proprietary account?
* Memorandum of association
* Article of association
* Certificate / Registration document issued by Sales Tax / Service Tax /
Professional Tax authorities
* Registered Partnership deed
Q.4 Which among the following is mandatory for opening an account of a

Partnership Firm?
* Certificate of Incorporation
* Partnership deed
* Permanent Account number of the Firm
* Both B & C
Q.5 Which among the following is required document for opening a Trust Account?
* Registration Certificate
* Trust deed and Permanent account number / Form 60 of the Trust / foundation
* both A & B
* Only B
CASE STUDY – 52:
Ms. Malti is newly transferred to Shantipet, a semi urban branch. She found certain
deficiencies in updating CBS data. Kindly guide her as per handling complaints matters
and risk mitigation.
Q.1 Small accounts where credit summation is greater than 1.00 lac during the last
year. How to rectify in case such amounts are opened?
* Small accounts must be upgraded after customers consent
* Small accounts should not be closed and notice to be issued to customer for following
the terms and conditions.
* Small account must be closed and normal savings accounts must be opened after
proper checking.
* None of the above.
Q.2 Non govt. organisations having business or trading activity cannot open SB
accounts. How to rectify in case such accounts are opened?
* Open Current account and close the SB account, no intimation to customer is required.
* After intimating the customer open current account and close the SB account
* After taking RBI approval open current account and close the SB account
* None of the above.
Q.3 Small accounts with balance exceeding Rs.50,000/-. How to rectify the same?
* Small account must be upgraded after customer’s consent
* Convert the small account into normal SB account and customer to be asked to submit
full KYC in due course
* Small account must be closed, and normal savings account must be opened after
proper checking
* Obtain full KYC documents and convert the small account into normal SB account.
Q. 4 Small accounts opened prior to 24 months continuing without converting it to
BSBD / regular SB account. How to rectify the same.
* Obtain full KYC documents and convert the small account into normal SB
account
* Small account must be closed, and normal savings account must be opened after
proper checking
* Small account must be upgraded after customer’s consent
* After intimating the customer, open small account and close BSBDA.
Q.5 Other savings bank deposit a/c under same CIF not closed after opening of
BSBD a/c. How to handle this?
* Both accounts may be allowed after permission from AMLO clearance.
* After opening BSBDA account, normal savings account to be closed within 30
days
* After opening BSBDA account, normal savings account to be closed within 60 days
* Both accounts may be allowed after permission from Income Tax Department
CASE STUDY – 53:
One day, Service Manager, Mr.Joginder Singh observes that a person has been sitting
quietly in the banking hall without doing any transaction for the past 15 minutes.
Mr.Singh approaches him, introduces himself and gently enquires weather he can be of
any help. He introduces himself as Mr.Sidda Naik having an account with the branch. He
then says that he has been given an ATM card, wants to use it to withdraw cash but is
very scared and afraid of using the card. He is feeling helpless and needs some help and
is sitting in the banking hall not knowing whom to approach. Mr.Singh immediately
comforts Mr.naik and offers to accompany him to the ATM and to demonstrate the usage
of the ATM card. They both go to the e-Corner and Mr.Singh stands beside Mr.Naik and
by providing simple and easy to understand instructions empowers Mr.Naik in
understanding the usage of ATM card. After completing the transaction, Mr.naik thanks
Mr.Singh for all the help and courtesy extended and applauds SBI for employing such
nice people. Mr.Singh also gives him safety tips, important among them being never to
part with the ATM Card; never to share the PIN and never to share the OTP. Mr.Naik
thanks Mr.Singh again for the safety tips. In the end Mr.Singh makes himself available for
any assistance and sees him off with a friendly good bye.
Q.1 Considering the context of the caselet, find the odd one out?
* Gently enquiring
* Comforting the customer
* Allowing the customer to find right time to go to the counter
*Friendly goodbye
Q. 2 Courtesy in message can be communicated by ____

* Developing the No attitude
* Developing a Biased attitude
* Developing a Personal attitude
* Developing the You attitude
Q.3 What is being highlighted in the above case?
* Importance of ATM Card usage
* Courteous Communication
* ATM Card Safety Tips
* Alertness of branch staff
Q.4 What is meant by coherence in communication?

* It is the feedback given in the communication
* Creating confusion in the message
* Organising the message so that each idea flows neatly into the next
* It is the main content of the message
Q.5 Which of the following is not an aspect of communication?

* Complete
* Cooperation
* Courteous
* Correct
CASE STUDY – 54:
Mr. Venkatesh is an employee in State Govt. He is maintaining his salary account with
Palamur branch. He is a loyal customer of the branch having 20 years of relationship with
bank. He has availed a home loan of Rs.40 lacs for 20 years term, from this branch. The
Home loan account is regular and maintained well for the last 15 years. He is now in
urgent need of money for some domestic expenses. He has approached the bank for
assistance requesting some loan to meet this emergency. Miss Vinodini, Sr association
in the branch trying to find out a loan product which will suit to Mr. Venkatesh need at
present.
Q.1 What will be maximum term for which Pre Approved Insta Home Top-up loan
through YONO is offered to Mr. Venkatesh, if he is otherwise eligible?
* 60 months
* 36 months
* 48 months
* 120 months
Q.2 Which of the following is not the eligibility for Pre Approved Insta Home Top-up loan
through YONO?
* Fully disbursed home loan with satisfactory track record of 1 year or more.
* Home loan account and repayment account should be under same CIF
* No instance of the Home loan account slipping to RG-2 or further in the past
* Minimum existing Home loan limit of Rs.20 lacs with INB facility
Q.3 What is the minimum loan amount that will be offered under this product Pre
Approved Insta Home Top-up loan through YONO?
* No minimum amount
* Rs.25,000/-
* Rs. 1,00,000/-
* Rs.50,000/-
Q.4 If the existing home loan account availed by Mr. Venkatesh jointly with his
wife, whether he is eligible for Pre Approved Insta Home Top-up loan through
YONO?
* Yes. Existing home loan account customers with maximum of up to two borrowers are
eligible
* No. He is not eligible
* Yes, but deviation has to be approved by AGM
* Yes, but deviation has to be approved by DGM
Q.5 If Mr. Venkatesh is eligible for Pre Approved Insta Home Top-up loan through
YONO, what will be the maximum amount of loan that is offered to him?
* Rs.2,00,000/-
* Rs.5,00,000/-
* Rs.8,00,000/-
* Rs.1,00,000/-
CASE STUDY – 55:
Mrs. Roja is working as a teacher in Govt. School. She is drawing the net monthly salary
of Rs.80,000/- She approached for availing the second personal loan in our bank. She
had already availed the first personal loan of Rs.15 lacs during 2017 and balance
outstanding is Rs.7.00 lacs as on date. The conduct of the account is satisfactory . She is
drawing the salary from our Bank only. She is having remaining 4 years of service. She
doesn’t have any other loans in any other F.I
Q.1 Whether Mrs. Roja is eligible for second personal loan (express credit)
* Yes, applicants may avail second loan any time after availing first loan subject to
overall satisfactory track record and EMI / NMI ratio =50%
* No, unless the first loan is running, there is no provision for availing second loan
* Yes, applicants may avail second loan any time after availing first loan subject to overall
satisfactory track record and EMI / NMI ratio = 70%
* None of the above
Q.2 What is the maximum amount eligible for second loan under xpress credit to Mrs.
Roja?
* 12.2 lacs
* 15 lacs
* 20 lacs
* 13 lacs
Q.3 What is the minimum NMI required for availing the Xpress credit?
* Rs.15000
* Rs.20000
* Rs. 25000
* Rs.7500
Q.4 What is the maximum repayment period for availing second loan to Mrs. Roja?
* 3 years
* 4 years
* 5 years
* 6 years
Q.5 What is the type of facility available to Mrs. Pooja for availing second loan
under xpress credit?
* Term Loan
* Over Draft
* Either Term loan or Overdraft
* Demand loan

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CP ASSOCIATES- MODEL QUESTIONNAIRE

1. What is being focused on the above case?

2. Which of the following behavioral aspects reflect Positive Attitudinal spirit

3. Which of the following are not characteristic traits of a positive mindset?

4. Among the following, which is not a positive attitude?

5. Identify the positive attitude behaviour expressed by Ms. Dipti

1. Which of the following options is not available under transaction enquiry in

2. Which of the following payment option is not available in YONO?

3. Which of the following services are not available in YONO?

4. Mr Amod wants to know about opening of RD account through YONO?

5. The feature of spend analysis is available in YONO. Which of the following

1. What is the maximum period of repayment?

2. What is the eligibility for availing the above product?

4. What is the type of facility extended to the above product?

5. What is the minimum and maximum loan amount in this product?

2. What additional document has to be submitted by Persons of Indian Origin

4. What is the procedure to be followed for opening an account of a Politically

a. Passport and Visa copies, duly attested by self.

2. What is the penal provisional for 2nd instance of data infringement by an

4. Which of the following is not treated as data infringements in CBS?

1. What is the maximum loan eligible under the Scheme?

2. What is the maximum period by which the construction should be completed?

3. Which type of facility is considered for this scheme?

5. Which one of the following is incorrect regarding the scheme?

4. What is the TDS applicable in CGAS account?

4. As Mr. Prabhakar is not a registered user on YONO, Miss. Srilatha is verifying

1. What is meant by Empathy, as per your understanding?

2. As per the passage majority of the customer service failures involve.

3. How can you express Empathy? Choose the wrong one:

5. How to cultivate Empathy?

1. What is the periodicity to file electronic copy of customer information with

3. Which among the following report is not required to be generated by branch?

4. What is the periodicity to update the KYC of a high risk customer?

5. What data of the customer has to be recorded with CKYCR?

3. Whether the loan can be classified under priority sector?

4. What is the security insisted by the branch to Mr. Ajay

5. What is maximum repayment period under this scheme?

1. Non Govt. Organization opened a SB account after submitting the authority

3. In a medium risk categorised account, KYC updation is due, notices sent 3

4. Which of the following is correct under Banking Companies (Nomination) Rules,

5. Can Savings Account be opened for Govt./Quasi Govt. Depts.?

2. What is meant by responding to message promptly?

3. Courtesy in the message can be communicated by

5. Sender of the message demonstrates courtesy by which of the following

4. What are the mandatory roles to be created for CINB Vyapaar?

5. Which of the following CINB facility cannot be enabled through CBS?

1. Account Opening form of Village Panchayat is returned. What might be the

2. Who is responsible for submitting the account opening forms in LCPC?

1. What is the full form of FATF?

3. What is the full form of PMLA?

4. What is the full form of KYC?

5. What is the full form of CDD?

2. What is the maximum loan eligibility under the product?

3. Which type of facility is extended to the above product?

4. What is the eligibility to avail this product?

5. Which of the following is mandatory for availing the product?

CASE STUDY – 20:

1. Which is suitable product that can be marketed to Mr. Ritesh?