CRB Sales Techniques & Relationship Management

Question 1

What is the first step in the sales process?

Accepted Answer

Prospecting potential customers

Answer

Closing the sale.

Answer

Offering discounts.

Answer

Handling objections.

Question 2

How can a retail banker build long-term customer relationships?

Accepted Answer

By developing trust and consistently meeting needs

Answer

By focusing on sales quotas only.

Answer

By promoting only high-margin products.

Answer

By avoiding customer feedback.

Question 3

What is cross-selling in banking?

Accepted Answer

Offering additional relevant products or services

Answer

Selling services to competitors.

Answer

Offering unrelated products randomly.

Answer

Requesting referrals from the customer.

Question 4

What role does active listening play in customer service?

Accepted Answer

It builds rapport and uncovers customer needs

Answer

It saves time.

Answer

It helps memorize the script.

Answer

It avoids customer involvement.

Question 5

Which technique is most effective in closing a sale?

Accepted Answer

Addressing objections and asking for the sale

Answer

Ignoring objections.

Answer

Using technical jargon.

Answer

Pushing high-cost items only.

Question 6

Why is follow-up important after a sale?

Accepted Answer

To maintain customer relationships and satisfaction

Answer

To reduce product returns.

Answer

To ignore customer concerns.

Answer

To cancel the transaction.

Question 7

What does relationship management focus on?

Accepted Answer

Long-term engagement and customer loyalty

Answer

One-time purchases.

Answer

Only promotional campaigns.

Answer

Avoiding service interactions.

Question 8

Which factor most influences customer loyalty?

Accepted Answer

Personalized service and consistent support

Answer

Low product prices only.

Answer

Aggressive advertising.

Answer

Infrequent communication.

Question 9

What is upselling?

Accepted Answer

Offering a premium product instead of a basic one

Answer

Encouraging cheaper alternatives.

Answer

Avoiding customer upgrades.

Answer

Refusing product suggestions.