1. Which of the following is NOT a common delivery model used by banks?
A. Branch Banking
B. Internet Banking
C. Outsourced Retail Shops
D. Mobile Banking
Common delivery models in banking include branch, internet, mobile, and ATM banking. Outsourced retail shops are not a standard banking delivery model.
2. Which delivery model allows a customer to access banking services without visiting a branch physically?
A. Branch Banking
B. Digital Banking (Internet/Mobile)
C. Kiosk Banking
D. Relationship Banking
Digital banking, including internet and mobile banking, allows customers to perform transactions remotely without visiting a branch.
3. Who are considered internal customers in a bank’s delivery model?
A. Branch staff and employees of other departments
B. External depositors
C. Vendors supplying stationery
D. Regulators like RBI
Internal customers refer to employees within the bank who use services provided by other departments to perform their duties efficiently.
4. Why is it important to consider internal customers while designing banking delivery models?
A. They do not impact service quality
B. Only external customers matter
C. To reduce cost of digital banking only
D. Efficient internal support ensures smooth service delivery to external customers
Internal customers (staff) are crucial because effective internal support ensures better service quality and customer satisfaction for external clients.
5. Which of the following statements correctly describes a multi-channel delivery model?
A. Bank services are offered only at the branch counter
B. Customers can access services through multiple channels like branch, ATM, mobile, and internet
C. Only mobile banking is used for all transactions
D. Only personalized relationship managers handle all services
A multi-channel delivery model allows customers to access banking services through a combination of physical and digital channels.
6. What is the primary role of a Dedicated Marketing Manager (DMM) in a bank?
A. Processing loan applications only
B. Managing ATMs and cash logistics
C. Driving sales of banking products and customer acquisition
D. Monitoring compliance of branch staff
Dedicated Marketing Managers are responsible for promoting bank products, increasing customer base, and achieving sales targets.
7. Direct Selling Agents (DSAs) are primarily engaged in:
A. Bringing new customers and facilitating loan or product sales
B. Auditing branch accounts
C. Managing internal IT systems
D. Handling only ATM operations
DSAs are external agents who assist the bank in selling products and acquiring new customers, often earning commission-based incentives.
8. Which of the following best describes the relationship between internal staff and DSAs?
A. They work independently with no coordination
B. DSAs supervise internal staff at branches
C. Internal staff only handle paperwork and DSAs do marketing
D. Internal staff coordinate with DSAs to ensure proper documentation and customer service
Branch staff work with DSAs to complete documentation, ensure compliance, and provide a smooth customer experience during product acquisition.
9. Which of the following is a key advantage of using DSAs for banks?
A. Reduces branch staff salaries
B. Expands reach without increasing branch footprint
C. Ensures only high-value customers are targeted
D. Eliminates need for internal marketing teams
DSAs help banks reach more customers across geographies without opening new branches, improving cost-efficiency and market penetration.
10. In the delivery model, which internal staff role is primarily responsible for guiding customers through the product purchase process at the branch?
A. Relationship Manager / Branch Staff
B. DSA only
C. Back-office clerks
D. ATM operator
Relationship Managers and branch staff guide customers, explain products, and ensure compliance while DSAs assist externally.
11. What is the main purpose of banks tying up with institutions, OEMs, or dealers?
A. To handle branch cash operations
B. To acquire customers and offer banking products at point of sale
C. To manage internal staff recruitment
D. To outsource IT services
Tie-ups with institutions, OEMs, and dealers help banks reach potential customers where they make purchases or use services, facilitating product sales and financial services.
12. Which banking product is most commonly marketed through dealer/OEM tie-ups?
A. Savings Accounts
B. Recurring Deposits
C. Vehicle/Consumer Loans
D. Demat Accounts
Vehicle loans, consumer durable loans, and other retail loans are often marketed through dealer or OEM partnerships at the point of sale.
13. In dealer tie-ups, what role do internal branch staff play?
A. They only approve the loan application without interacting with customers
B. They do not have any role as DSAs manage everything
C. They handle marketing campaigns exclusively
D. They coordinate documentation, sanctioning, and customer support after lead generation
Branch staff ensure smooth processing by managing documentation, verification, and customer support after leads are generated through dealers or OEMs.
14. Which of the following is a key benefit of tie-ups with institutions or OEMs for banks?
A. Access to a ready customer base for specific products
B. Reduction in branch staff training needs
C. Elimination of KYC requirements
D. Outsourcing compliance checks
Tie-ups allow banks to market products to pre-identified customers efficiently, improving sales while leveraging the partner's customer base.
15. Which type of delivery model is enhanced through tie-ups with institutions, OEMs, or dealers?
A. Traditional branch-only model
B. Multi-channel/Outreach delivery model
C. Back-office operations model
D. IT-centric model only
Tie-ups expand the bank’s reach beyond the branch, supporting multi-channel delivery models by providing services at points convenient for customers.
16. Which of the following strategies helps branch staff increase retail product sales effectively?
A. Focusing only on cash transactions
B. Ignoring cross-selling opportunities
C. Identifying customer needs and cross-selling suitable products
D. Limiting services to existing customers only
Effective sales involve understanding customer requirements and offering relevant products, increasing revenue and customer satisfaction.
17. Staff incentive schemes in branch marketing primarily aim to:
A. Motivate employees to achieve sales targets and improve customer engagement
B. Reduce branch operating hours
C. Eliminate the need for DSAs
D. Only focus on back-office efficiency
Incentive schemes encourage branch staff to actively sell banking products and enhance customer interactions, boosting overall branch performance.
18. How do DMMs, DSAs, and internal staff work together in retail banking delivery models?
A. Each works independently with no coordination
B. DSAs generate leads, DMMs strategize marketing, and staff process applications and provide customer support
C. Only DMMs handle all sales and processing
D. Internal staff replaces DMMs and DSAs entirely
Collaboration ensures smooth product sales: DSAs bring leads, DMMs plan strategies, and branch staff manage documentation and customer service.
19. Which of the following is an example of a branch-level marketing initiative?
A. RBI monetary policy announcement
B. Launch of a national ATM network
C. Corporate tie-up with a large bank
D. Organizing a customer awareness camp on new loan products
Branch-level marketing includes direct initiatives like customer awareness programs, product demos, and local events to promote banking services.
20. Which factor is crucial for the success of integrated delivery models involving DMMs, DSAs, and institutional tie-ups?
A. Limiting digital channels to reduce complexity
B. Reducing branch staff to cut costs
C. Coordination, clear roles, and timely communication among all stakeholders
D. Outsourcing all customer interactions
Integrated delivery models succeed when DMMs, DSAs, branch staff, and institutional partners collaborate effectively with well-defined roles and communication.
