V65/V68/BBA401/EE/20170724

Time : 3 Hours Marks : 80

Instructions :
1. There are total 4 Sections in the Paper.
2. All sections are Compulsory.
3. Total marks for section are given at right side.

Section 1 :
Attempt any 4 (All questions carry equal marks). 20
(Picture Reading)
Observe the given picture and write your observation in full sentence with the help of points
given below.

• What is the type of services?

• What are the roles and responsibilities of the people providing the service?
• What is the importance of such kind of service with respect to people, business and society?
• Who are the probable customers of the services offered?
• What are the skills required to make the product/service available to the customer?

1.

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2.

3.

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4.

5.

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Section 2 :
Attempt any 4 (All questions carry equal marks). 20
(Sequencing)
Activities in a business process are given. Arrange them in appropriate sequence and re-write.

1. Chandan wants to close his bank account. What steps does he follow?
i) Banks does due diligence of checking for any late fees, debit charges, residual balances
etc.
ii) Customer provides instruction for liquidation or transfer.
iii) Communication to close the A/c is received from the customer.
iv) Account is de-activated and the customer is intimated of the same.

2. Mr. Mehta wants to issue a post dated cheque. What steps does he follow?
i) Sign the cheque and submit for payment.
ii) Double cross on the left hand corner to make it A/c payee.
iii) Mention the appropriate date after which the cheque should be valid.
iv) Mention the payee Name.
v) Mention the total amount till last paise in words as well as figures.

3. Rakhi makes an online transfer of funds. What steps does she follow?
i) Mention the date of transfer and contact no. of the payee.
ii) Login to your internet banking account.
iii) Add the payee name, account no. , bank name, branch name and IFSC code
iv) Validate the payee name by confirming the OTP code.
v) Go to Funds transfer section to select whether inter bank or intra bank transfer.
vi) Enter the amount to be transferred.
vii) Submit the transaction and generate online acknowledgement receipt. Keep the receipt
for future reference.

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4. Raghav wants to apply for an asset based loan. What steps does he follow?
i) Application review by underwriting (credit analysis is made, etc.).
ii) Application is filled in with preliminary information.
iii) Risk assessment is made.
iv) Application is submitted to underwriting.
v) Application is approved or denied.

5. Mayur is a commercial loan officer. What steps does he follow to sell a commercial loan?
i) If the client decides to move forward, a good faith deposit is collected and the formal
application process begins..
ii) Research to understand the client’s business..
iii) During the initial sales call, the loan officer gathers information regarding the client’s
needs.
iv) Call from a commercial loan officer to a commercial sales lead, or prospect..
v) Package of documents, including potential loan options, is then prepared to present
to the client.

Section 3 :
Attempt any 4 (All questions carry equal marks). 20
(Case Study - Errors)
Read the case study carefully; identify mistakes / errors in the processes. Write the mistakes in
full sentence.
1.
¾ Karan gets an opportunity to study in London Law school.
¾ Although he gets scholarship, the other expenses were too high for him to afford.
¾ Karan applies for a loan in a Govt. bank but his loan gets rejected because he could
not arrange for security.
¾ But Karan gets a loan from a private bank although he had to pay a little extra interest.
• What do you think went wrong in terms of?
- Customer Satisfaction.
- Understanding customer needs

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2.
¾ Sakharam is a farmer. He wants to buy new equipments for farming.
¾ He applies for a loan in Bank.
¾ 6 Months pass but sakharam’s loan didn’t get approved.
¾ Sakharam’s crops are affected due to negligence
• What do you think went wrong in terms of
- Process
- Timeliness
- Communication

3.
¾ Aman has a fixed deposit account with ABC Bank ltd.
¾ He gets quarterly interest on it.
¾ One day while seeing the statement he sees that one of his monthly interest is not
credited in his account.
¾ Aman is upset and calls the Bank; where he comes to know that due to some system
issues the interest credit had been delayed
• What do you think went wrong in terms of
- Service.
- Communication

4.
¾ Mr. Singh has to get operated for Cataract. He has a medical insurance.
¾ One week before Mr. Singh had called his agent to inform him that he would require
to claim from his insurance to pay the operation expenses.
¾ After the operation, Mr. Singh claimed his medical insurance to pay the hospital bills.
¾ Mr. Singh was shocked to know that due to some rules and regulations they cannot pay
for the hospital bills.
¾ A furious Mr. Singh called his agent and came to know that the agent had been very
casual to process the application of Mr. Singh

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• What do you think went wrong in terms of
- Understanding Customer needs
- Process timelines
- Customer Satisfaction

5.
¾ Ravi shifted to a new address. He intimated his new address to the banks where he held
account through written application.
¾ After a week he requested for a cheque book to be sent to his address.
¾ A month passed but ravi didn’t received his cheque book.
¾ When Ravi enquired with his bank he was informed that his cheque book had returned
from his address due to non availability of the customer.
¾ Ravi was angry and asked that how could that be possible.
¾ On further enquiry it was found that the cheque book had been delivered to the old
address.
• What do you think went wrong in terms of
- Communication.
- Due diligence.
- Service Gap.

Section 4 :
Attempt any 4 (All questions carry equal marks). 20
(Conversation)
Read the scenario and write a conversation between customer and the service provider.

1.
• Abhilasha visits a bank to apply for internet banking.
• Bank officer Shreya helps her to fill a request form.
• Write a conversation on this situation

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2.
• Rahul meets his friend Rohit who is an insurance agent .
• Rohit explains Rahul the importance of insurances.
• Write a conversation on this situation.

3.
• Mr. Ankit is starting a consultancy firm.
• He has hired 15 employees and wants salary accounts opened for them.
• Mr.Ankit meets Bank Manager Mr. Amar to open such accounts.
• Write a Conversation on this situation

4.
• Priyanka is a freelance stock trader in the share market.
• She tells her husband Anuj about how the stock market is affected by demonetization.
• Write a conversation on this situation

5.
• Mahima is a housewife. She goes to buy vegetables.
• She has a talk with the vegetable seller where the vegetable seller share his trouble
due to demonetization.
• Write a conversation on this situation.

sssssss

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