Nexus Marketing DRA Training Center, Pune

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DRA Question Bank(English)

1. You are explaining the importance of repayment of loan to the customer. You realized that while
listening you he is looking confused. Under such situation, how will you confirm that the
customer is understanding what you are telling?
a) You will ask the customer to explain it in his own words and you will clear his doubts.
b) You will ignore the confusion of the customer.
c) You will ask him to call the Bank for getting his doubts cleared.
d) You will ask him to talk to your colleagues for getting his doubts cleared.

2. You go to your customer XYZ for recovery of dues. After reaching his home, you see that he is
not in the house and only his old mother and his ward is in the house. Then _______
a) You will wait in his house till he comes back.
b) You will keep talking to his neighbours about his loan repayment.
c) You will leave the place after keeping message that the customer should call him later.
d) You will ask his mother to pay the amount due.

3. The loan account has become overdue due to non-payment of instalment in time. You have to
recover the due amount from the borrower. What will be your first step?
a) You will call the customer over phone.
b) You will go to the borrower’s house directly.
c) You will send notice in writing to the borrower.
d) None of the above.

4. Which of the following is not a special work of Debt Recovery Agency?

a) Giving warning to the customer.
b) Taking re-possession of the property.
c) Initiating legal action.
d) Searching for an absconding borrower.

5. You are reminding a customer over phone that he has not paid two instalments of his loan. You
realize that his voice on the phone is showing restlessness. What will you do in such situation?
a) You will disconnect the call
b) You will lose your patience and you will argue with the customer.
c) You will not do anything about it.
d) You will be patient and polite with the customer.

6. The time fixed for meeting with the customer is 4 p.m. At 3 p. m. he calls you and tells you that
the meeting is cancelled. What will you do in such situation?
a) You will accept the cancellation of the meeting and you will inform the Bank accordingly.
b) You will pressurise the customer to meet at the time fixed earlier.
c) You will send false report to the Bank that you met the customer.

7. Debt Recovery Agent _______

a) Need not follow the instructions
b) Should consider practicing of skills as his duty
c) Need not be alert while communicating
d) Need not render accounts to the principal
8. In case of difficult defaulters, the DRA should – i) Collect the documentary evidences to prove
the negative responses of the debtor to his recovery efforts. ii) Use his physical strength against
the debtor. iii) Give advertisement in the newspaper.
a) Only i
b) Only ii
c) Only iii
d) None of the above

9. How many times will you call a customer to remind him to pay his dues to the bank?
a) Call the customers daily so that good rapport will be built up.
b) Call him on holiday, so that he will be available at home.
c) Call repeatedly in a day.
d) Call him only once and remind him of the dues payable by him.

10. You are visiting the house of a customer who has some dues to the Bank. The customer is not
in the house. You meet his landlord. What will be your reactions in this situation?
a) You will show your Identity Card to the landlord and will try to get more information
about the customer.
b) You will shout at the landlord.
c) You will threaten the landlord for giving details of the customer.
d) You will meet the landlord frequently.

11. A borrower is not able to repay the loan. DRA wants to meet him. What will not be the right time
to meet him?
a) 11.00
b) 7.45
c) 15.20
d) 21.55

12. The secrecy about the overdues of the customer is required i) Because of the laws of the land.
ii) To keep the promise given to the customer.
iii) Customs of the bank
a) i and ii
b) ii and iii
c) i and iii
d) None of above

13. The disadvantage to a Bank, of appointing a DRA for loan recovery, is_____
a) Bank saves its time.
b) Bank saves the cost of legal process.
c) Bank can increase its employees for the core banking work.
d) Bank is blamed for the misbehaviour of the DRA.

14. You come across a customer in a market, who has not paid the dues for last two months. In this
situation, you will___
a) Block the road of a customer and will not allow him to go till he assures to pay the dues.
b) You will greet him and you will fix a time on other day to meet him.
c) You will follow him till he reaches home and will not leave his home till he assures to
pay the dues.
d) You will use your physical strength and will threaten to take him to nearby police station.
15. You meet a customer who has not paid instalments for five months. You ask him the reason. He
replies that he has not taken any loan and he is not liable to pay the amount. What will be your
next step?
a) You will be angry with the customer.
b) You will be angry with the Bank for sending you to a wrong person.
c) You will threaten the customer of serious consequences.
d) You will check all the information with the bank, about his loan.

16. The borrower is giving irrelevant and irresponsible reply for his overdues and you are in hurry
to reach another place, you will_________
a) Interrupt the borrower’s arguments rudely.
b) Interrupt the borrower saying “excuse me”.
c) Leave his home without saying anything.
d) Keep listening to him and reach late for your next meeting.

17. The borrower is refusing to pay his dues, despite of all your efforts to convince. Which of the
following is the right way to deal with such customer?
a) Report the matter to your seniors and to the bank
b) Discuss with the relatives of the borrower.
c) Discuss with the colleagues of the borrower.
d) Just ignore.

18. Loan recovery is given to third party agencies by the banks because_________
a) Employees can be used for some other internal work.
b) Employees can be used for the efficient customer service.
c) Bank can save on time cost.
d) All the above

19. Communication should be_____________

a) Civil and polite.
b) Loud
c) Easy to understand.
d) (a) and (c) above

20. You are talking to a customer, who has defaulted the instalment for the first time. You realize
that he is under tension and worried. Under this situation you will________
a) You will talk to him to make him comfortable.
b) You will make him feel more stressful.
c) You will make him feel unsecured.
d) You will not talk to him.

21. Which of the following is the best option for recovery of dues from the borrower?
a) Meet him at his residence.
b) Meet him at his place of work/place of business,
c) Meet him at the place advised by the borrower.
d) None of the above.

22. How much information you will provide to the borrower about his loan?
a) Give minimum information to the borrower.
b) Will not give any information to the borrower.
c) Give information to the borrower which cannot be understood.
d) Give all the information clearly regarding loan availed and repayment made.
23. You are taking your friends with you while going for meeting with the borrower. Whether this
is correct on your part as DRA?
a) Yes, it is permitted in recovery process.
b) Yes, they can be used as evidence for what has happened between borrower and me
c) Yes, it will create more pressure on the borrower.
d) No, sharing the information of borrower with the friends is not correct.

24. The borrower is explaining the reasons for not paying the dues, you will_____
a) Simply observe him.
b) Carefully listen to him.
c) Express your anger and dissatisfaction.
d) Threaten the borrower.

25. As per the guidelines of I.B.A. the time of visiting the customer will be_______
a) 08.00 to 19.00 hrs.
b) 07.00 to 21.00 hrs.
c) 07.00 to 20.00 hrs.
d) Any time

26. Persuasive skill means_________

a) Discussing about the loan only.
b) Explain the consequences on the bank of non-repayment of the loan.
c) Threatening the customer.

27. The banks may delegate authority for compromise settlement to DRA_________
a) As a matter of routine.
b) Who have proven record of compromise settlement
c) Without considering past experience in compromise settlement.
d) None of the above.

28. How you should maintain your relations as DRA with the borrowers?
a) Authoritative
b) No relations should be maintained
c) Effective and friendly relations
d) Minimum contacts and rude relations.

29. How much it is important for a recovery agent to follow rules and standards of the bank?
a) Very important, as he is representative of the bank, he must strictly follow.
b) Not much important, as he need not follow the code of conduct every time.
c) Not at all important, he will follow the guidelines as per his convenience.
d) (b) and (c) above.

30. When you are going to meet the borrower, who has defaulted for the first
time_________________
a) You should go alone
b) You should take a police with you
c) You should go with your friend
d) You should go with bank officer.
31. What will you do, when you have fixed a meeting with the borrower and you are unable to go?
a) Will inform the customer well before the time and say sorry.
b) Will inform the customer at the time fixed for meeting and will not say sorry.
c) Will not inform the customer and will not meet him.

32. When you are at borrower’s home, and he is refusing to pay, whether it will be in order to take
possession of borrower’s property?
a) Yes, the recovery agent has the authority to do so as per the rules of the bank.
b) Yes, as per law the agent has got the right.
c) No, it will not be in order to take possession without giving notice to the borrower.
d) No, it will not be in order as the customer can give a complaint of harassment.

33. You are visiting borrower’s home for recovery, and the borrower is not present at home, you
will__________
a) Talk to the family members of borrower as they are debtors
b) Fix up a next date for revisit and leave the place
c) Stay there till the borrower comes.
d) None of the above

34. How you will explain the consequences of not repaying the instalments in time, to a borrower
who has defaulted the installment for the first time?
a) Will tell him that getting loans in future will become difficult.
b) Will threaten him of sending a legal notice.
c) Will tell him that the possession of assets will be taken/place
d) None of the above.

35. Customer should be contacted ________

a) From the phone number already informed to the customer.
b) From the different telephone/mobile numbers.
c) As per our convenience
d) No need to contact over phone

36. When you are meeting the borrower for recovery for the first time, you will______
a) Discuss regarding repayment of the loan and difficulties the borrower is facing.
b) Inform about the action of legal notice.
c) Inform him that the bank will take possession of the property immediately.
d) Inform him that the bank will not give any extension for repayment.

37. Which one of the following statements is incorrect about DRA?

a) Recovery guidelines must be followed.
b) His behavior should be decent.
c) Discuss with the relatives of defaulter borrower.
d) He should use the skills.

38. For an effective recovery DRA may ____________________

a) Create fear in the mind of borrower.
b) Make the borrower feel worried.
c) Make the borrower feel insecure.
d) Make the borrower feel tension free.

39. Before meeting the borrower for recovery, confirm that_______________________

a) His account is still overdue.
b) Overdue amount and the name of DRA are informed to the borrower.
c) Time is fixed for meeting with the borrower.
d) All the above.

40. Recovery should be done when it is ________

a) Convenient to the customer.
b) Convenient to the family members of the customer.
c) Convenient to the recovery agent.
d) (b) and (c) above.

41. Credit counseling is a process of________

a) Educating the borrower
b) Educating the agent
c) Educating the banker
d) Educating the depositor.

42. After making few calls and putting some efforts for meeting, If customer is not available
then………
a) You can keep message with the neighbor.
b) You can keep message with a small boy.
c) You can keep message with an adult in the family.
d) No need to keep message.

43. You are meeting a borrower for reminding payment of his dues. What tactics you will apply for
recovery?
a) Tactics which will help the borrower.
b) Tactics which will help you (DRA)
c) Tactics to be applied should be equal to all customers
d) No tactics should be planned.

44. Proper communication can be made and close relation can be established with him by
___________
a) Listening skills
b) Interpersonal relation
c) Persuasive skills
d) Negotiation skills

45. For a Bank, what are the disadvantages of appointing Debt Recovery Agent or Agency?
a) Additional expenses are incurred for recovery of debts
b) If the agent misbehaves with customers, it may spoils the image of the bank.
c) All of the above

46. Debt recovery agent should ___

a) Work within the authority given
b) Work outside of the authority given
c) Work slightly outside the authority given

47. Empathy means

a) To understand from other’s point of view
b) Sympathizing with a person
c) Art of listening
d) appreciating other’s freely

48. The Successful negotiation leads to.

a) Lose-Lose Situation
b) Win-Lose Situation
c) Win-Win Situation
d) Lose-Win Situation

49. Time Management can be best described as.

a) Doing everything quickly
b) Managing Yourself
c) Working all the time
d) All the above

50. The way we look at the things is described as

a) Motivation
b) Attitude
c) Ego
d) Pride

51. Soft skills relate to.

a) Your functional knowledge of your work area
b) Your Skills to develop interpersonal relationship
c) Your capacity to cope up with others
d) All the above

52. Which of the following is important for self-growth

a) Acquiring more and more knowledge
b) Practicing whatever you have learnt and creating good habits.
c) Searching for more and more opportunities.
d) All the above

53. If someone is not getting what you are saying, whom will you hold responsible.
a) The environment
b) The other person’s inability
c) Yourself
d) All the above

54. Why Should you become courteous to others

a) To demonstrate your goodness
b) Courtesy begets courtesy
c) To improve your personality
d) All the above

55. When a real incidence is enacted in a training method. This training method is called
as…………………
a) Case Study
b) Role Play
c) Project
d) Exercise
56. Through _______ ____________method thinking capacity is improved and new ideas are
generated.
a) Discussions
b) Questions
c) Brainstorming
d) Puzzles

57. Three things should be achieved from the training i.e. Knowledge, Skills and ………………….
a) Practical Approach
b) Attitude
c) Transparency
d) Good Communication

58. If the Recovery agents don’t follow the laws of the land ……………………..
a) Action will be taken by the bank
b) Action will be taken by RBI
c) Legal action will be taken
d) All the above

59. RBI directives on training and certification of recovery agents includes.

a) Recovery agents engaged by the banks
b) Employees of banks
c) Any person involved in recovery process
d) None of the above

60. The debt collection policy of the banks is based on the following principle(s)
a) Dignity & respect to customers
b) Courtesy, fair treatment & persuasion in interactions with customers
c) Keep privacy & confidentiality of customer’s dues and other records
d) All of these

61. There are _______________for the recovery agent about using the care and skills while
performing the duties.
a) No hard and fast rules
b) Hard and fast rules
c) Local rules
d) Rules for other recovery agents

62. Facial expressions and eye contact is called.

a) Verbal communication
b) Non-verbal communication
c) Both ‘a’ & ‘b
d) Body language

63. Which of the following should be taken care of while talking to the borrowers.
a) Language should be courteous
b) Communication should be clear
c) Language should be simple/easy
d) All of these
64. Debtors don’t want to repay the loan and they are trying to avoid payment. In such situation
recovery agent should collect and preserve the legal evidences such as……………
a) Audio recording of all the responses of the debtor during calls.
b) Letters, E-mail, Registered post should be sent with mentioning the efforts made
for contacting and meeting the debtor
c) A + b

65. Different strategies are required for different types of debtors, following are the common
strategies
a) Recovery effort should start by establishing good rapport with the debtor.
b) Go through the KYC documents
c) Go through the loan agreement and find out the source of repayment and get
details of securities
d) All of the above.

66. Three instalments are pending of a debtor. DRA has made 3 phone calls. Debtor is saying that
he is busy and going to take advice of advocate. What will you do?
a) DRA should ask him politely to keep his word and pay the instalment within week
as promised
b) DRA should ask customer firmly to pay the dues immediately.
c) The DRA should threaten him of sending the notice through a lawyer.
d) The DRA should ask him that he will call back after consulting with his senior
officer.

67. The recovery agents of a bank should follow

a) Only the debt recovery policy and procedure of the bank (principal)
b) Only the directives of RBI on recovery agents appointed by banks
c) Only instruction given by IBA regarding loan recovery
d) a + b + c

68. What are the-two types of Motivation?

a) Verbal and Non-verbal Motivation
b) Tangible and Intangible Motivation
c) Intrinsic and Extrinsic Motivation
d) Active and Passive Motivation

69. What is communication?

a) Process of exchanging information, ideas and thoughts etc. between maximum two
persons in order to create common understanding
b) Process of exchanging information between maximum two persons in order to
create common understanding
c) Process of exchanging information, ideas and thoughts etc. between at least two
persons in order to create common understanding
d) Process of exchanging information between at least two persons in order to create
common understanding

70. How to improve verbal communication?

a) Make your point clear by using the exact words you mean
b) Demonstrate wherever you can use bodily gestures
c) Listen to the speaker, not only the words but also the hidden meaning
d) All of the above
71. How to improve visual communication?
a) Maintain eye contact
b) Do not assume you know what he/she is going to say
c) Listen to the persons tone of voice
d) None of the above

72. How to improve written communication?

a) Be sure you understand what is written, especially in collection information
b) Be aware of your body own language
c) If you write something be careful about the wording –it may be used against you.
d) Both A and C

73. Why communication should be short, crisp and clear?

a) It saves time
b) It helps to give precise information
c) Both A and B
d) None of the above

74. What are the advantages of effective communication?

a) There will be fewer misunderstandings
b) It will create a pleasant work atmosphere
c) It will help each person to maintain self- esteem
d) All of the above

75. Who is a listener? / A good listener is one who:

a) Hears correctly what the debtor is saying
b) Is aware of body language
c) Make his point clear by using the exact words he mean
d) None of these

76. Identify the parts of communication

a) Verbal
b) Non-verbal
c) Both A and B
d) None of the above

77. In which areas can Personal Effectiveness be achieved?

a) Knowledge
b) Skill
c) Attitude
d) All of the above

78. What are characteristics of assertive behavior?

a) Speaking softly
b) Speaking loudly
c) Using a conversational tone
d) None of the above

79. What are characteristics of Passive behavior?

a) I am okay, you are not okay
b) You are okay, I am not okay
c) I am okay, you are okay
d) All of the above

80. Which of the following is the sign of the passive behavior?

a. Is afraid to speak up
b. Speaks softly
c. Avoids looking at people
d. All of the above

81. Which of the following is the sign of the aggressive behavior?

a) Speaking loudly
b) Intimidating by using expressions
c) Isolates from groups
d) Both a and b

82. The DRA needs to know :

a) How to read and interpret organizational and regulatory guidelines.
b) About the products and services with reference to the organization
c) RBI guidelines by reading newspapers, pamphlets, websites, etc.
d) All of the above

83. Which of the followings is/are the behaviors that give a good impression?
a) Keep full eye contact when listening
b) Never threaten or use force of any type
c) Do not use strong, hurried gestures or show you are upset
d) All of the above

84. What is the importance of good listening?

a) Improves flow of communication
b) Creates understanding
c) Both A and B
d) None of the above

85. What are the traits of a good communicator?

a) Speaking slowly and clearly
b) Making eye contact
c) Not using too many technical terms
d) All of the above

86. The skills and qualities the DRA should have ---
a) Be aware of recent banking trends regarding credit products.
b) He should know how to organize work and time to maximize productivity.
c) Both a and b
d) None of the above

87. Which of the following is/are behavior of a DRA?

a) Smiling as it can make the debtor feel better
b) Keep notes, refer to documents
c) Both a and b
d) None of the above
88. Which of the following are the behavioral areas that can improve Personal Effectiveness?
a) Better communication skills
b) Consistently following rules, processes and procedures
c) Both a and b
d) None of the above

89. Which of these needs to be followed by DRA?

a) Privacy and confidentiality of the customer’s dues
b) Courtesy, fair treatment to the customer
c) No misleading statements or misinterpretation be made
d) All of the above

90. A DRA should not

a) Enter the customer’s residence against his/her wishes
b) Remain in the customer’s house against his/her wishes
c) Discuss the dues with the customer in the presence of his/her neighbors
d) All of the above

91. A DRA should accept gifts from customers

a) If it is less than 100 rupees in value
b) If it is less than 1000 rupees in value
c) Should not accept under any circumstances
d) None of the above

92. A DRA should use

a) Acceptable business language
b) Local informal language
c) Strict business and legal language
d) Both a and b

93. What details should a DRA know before calling the customer?
a) History of the customer’s payment record
b) Reasons for delay or non-payment
c) Customer’s grievance / dispute
d) All of the above

94. Making telephone call to the debtor by the DRA

a) Depends upon a specific case
b) Is the first step of recovery process
c) Is the last step of recovery process
d) Not a step of recovery process at all

95. The recovery agents of a bank should follow

a) Only the debt recovery policy and procedure of the bank (principal)
b) Only the directives of RBI on recovery agents appointed by banks
c) Only the model policy on collection of dues etc., framed by IBA
d) All the these

96. Passing Marks required to qualify the above Exam are

a) 35%
b) 40%
c) 50%
d) 60%

97. Which of the following is not correct in respect of disclosing information about customer?
a) Normal courtesy among bankers.
b) Disclosing without any reference
c) Disclosing in the interest of bank
d) Disclosing in national interest

98. Every communications is

a) A two-way traffic
b) One-sided act
c) Not an inevitable activity
d) Not and exchange of ideas

99. Which is the process of giving knowledge to customer about how to avoid the loans which are
difficult to repay?
a) Counseling
b) Good discourse
c) Credit counseling
d) Guidance

100. Debt Recovery Agencies are__________ that collect overdue amounts receivable for Banks.
a) Local people
b) Bank Employees only
c) Third Parties
d) Second parties

101. Customer orientation means

a) Ignoring customer’s preferences and attitudes
b) Doing activities with customer considering him the sole beneficiary.
c) Ignoring You-attitude.
d) Creating hindrances for the fulfilment of customer’s needs.

102. Misrepresentation of facts is

a) Permissible in India, UK, USA
b) Prohibited in India, UK, USA
c) Prohibited in UK, USA but permissible is India
d) Prohibited in UK but permissible in India and USA

103. The instructions of the principal to the agent should be.

a) Unlawful
b) Ambiguous
c) Confusing
d) Lawful

104. The functions of the recovery agents under Agency Agreement include.
a) Collection of the specified dues from the customers.
b) Documenting and reporting collections / developments to the principal
c) Remitting the collections to the principal.
d) All of the above.

105. Interpersonal skill is also called as.

a) Effective Communication
b) Lack of Communication
c) Communication slag
d) Bad Communication

106. When a recovery agent considers himself superior than the debtor…………
a) It is very easy to recover the amount from the debtor.
b) It is very difficult to recover the amount from the debtor.
c) It leads to partial recovery of the loan.
d) None of the above

107. _________ would be initiated in cases where the debtor is unwilling to pay or refuses to pay
the overdue debt.
a) Soft proceedings
b) Legal proceedings
c) Write-off the loan
d) Personal contacts

108. The Debt Recovery Agents do the job of

a) Collecting of receivables of Banks
b) Collecting of receivables of Credit Card Companies
c) Collecting of receivables of financial institutions
d) All of the above

109. Which of the following is/are the elements(s) of interpersonal skill for a recovery agent?
a) Show empathy and respect to the other party, notwithstanding the fact that he/she is a
debtor
b) Do not make the debtor feel anxious/insecure/threatened by your communication
c) Give all the information, the debtor asks for, in connection with the debt and its
repayment.
d) All of the above.

110. What will you do when you call customer for the first time for recovery?
a) You will threaten customer without disclosing your identity
b) You will give your introduction and tell customer that you are going to file suit against
him
c) You will give your introduction and you will talk about the dues
d) You will give your introduction and threaten him

111. A recovery agent collects the dues on behalf of the bank in terms of the…………..
a) Loan agreement between the debtor and the creditor
b) Authorization letter by the bank to the agent
c) Both (a) and (b)
d) None of the above

112. Before making a telephone call to a customer, a recovery agent should ensure that.
a) He/she has been authorized by the bank to collect the due debt.
b) The customer has been notified by the bank of the details (name, telephone number
etc) of the recovery agent
c) a + b
d) None of the above is necessary

113. While making a first telephone call to a customer, a recovery agent should
a) Only disclose his / her identity
b) Disclose his / her identity and also authority to collect the dues
c) Discuss with the customer about payment of the dues.
d) Both (b) and (c)

114. As per IBA’s model policy on collection of dues, borrower’s requests to avoid calls at a
particular time or place would be
a) Reject outright
b) Reject politely
c) Ignore, no need to respect
d) Honour the request as far as possible

115. In case of a ‘wilful defaulter’ the recovery agent should.

a) Collect the documentary evidence to prove the debtors’ negative responses to his
collection efforts.
b) Preserve the documentary evidence
c) Collect and send the documentary evidence to the bank
d) Collect, preserve and sent copies of documentary evidence to the bank for further
action.

116. The time for recovery should be matched with ______

a) Availability of the borrower
b) As per agreement
c) Scheduled time for meeting.
d) Cash outflow of the borrowe

117. Which are the methods should be used by DRAs to collect debts.
a) Entering into debtors house by force.
b) Sitting outside the debtor’s door till he has paid up
c) Contact via telephone calls, letters and field visits.
d) Getting the help of a detective agency to spy on the debtor.

118. Code of conduct in recovery process may include.

a) Must look like a bank employee.
b) Must carry a bank employee card.
c) Good dress code, verbal and written communication
d) Must look like a Bollywood actor.

119. Typically, the ‘wilful defaulters’ show following responses.

a) Avoid to respond a call
b) Avoid meeting the recovery agent, by cancelling the appointment at the last hour and
repeat the same frequently.
c) Both a & b
d) Avoid availing finance from other banks
120. As per guidelines of RBI on recovery agents.
a) Banks are advised to have a due diligence process in place for engagement of
recovery agents.
b) Banks should inform, the borrower the details of recovery agent etc., including their
telephone number.
c) Banks to ensure recording of the calls made by recovery agents
d) All of these

121. To establish good relations with any person is included in which skill?
a) Communication skill
b) Listening skill
c) Persuading skill
d) Inter personal skill

122. The common points to be followed in recovery strategy are i) To establish good contact ii) To
study the KYC documents of the customer iii) To study the copy of loan agreement
a) Only (i)
b) Only (ii)
c) Only (iii)
d) Only (i) and (ii)

123. While speaking to a customer, he wants to know your rights and duties as a DRA. You will tell
him that a DRA has __________ rights
a) If necessary, use physical strength to recover dues from the customer
b) If necessary, to threaten verbally and to abuse customer
c) If necessary, do illegal actions to recover dues from the customer
d) To follow the instructions given by the Bank for doing particular work

124. When you meet the customer while doing recovery work, you can enter in his premises
_______
a) Directly
b) Without taking his permission
c) Without having any permission
d) If he permits after requesting him

125. DRA can be – (i) Employees of a bank, who are doing recovery, (ii) Employees of Debt
Recovery Agency
a) Only (i)
b) Only (ii)
c) (i) and (ii)
d) None of the above

126. The purpose of communication between recovery agent and customer should be – (i)
Confusing and misguiding, (ii) Clear and to the point, (iii) Threatening and insulting
a) Only (i)
b) Only (ii)
c) Only (iii)
d) (i) and (iii)
127. Effective recovery can be achieved by _____
a) Timely action
b) Systematic approach
c) Continuous monitoring
d) Non-cooperation of debtor

128. When the payment of remuneration is not mentioned in agency agreement, the principal is
responsible to pay to the agent as per ________
a) Current practices of the industry.
b) The Contract Act.
c) The guiding principles of RBI.
d) The model agreement by IBA.

129. The borrowers, who can repay the loan but do not repay, They are ________
a) Normal debtors.
b) Difficult debtors
c) Typical debtors
d) Bad debtors

130. Banking ombudsman is appointed by ______

a) Indian Banks’ Association
b) Indian Institute of Banking and Finance.
c) Reserve Bank of India
d) Company Law Board.

131. Which of the below is not a prescribed duty of a DRA?

a) Remittance of recovered amount
b) Communication with debtors
c) Follow business practices
d) Register complaint with police

132. What should be mentioned in the account statement?

a) The overdue amount to be recovered.
b) The amount, for which efforts to be made for recovery.
c) Amount remitted into the account so far and the balance due.
d) All of the above.

133. Which of the following is not a right of DRA?

a) Right of remuneration. 4 rights
b) Right of delegation of power to third person. 8 duties
c) Right of compensation.
d) Right of indemnity.

134. Which of the following statement shows that all the formalities are not completed, before going to
the borrower for recovery of loan?
a) The debtor has not paid the overdue amount and it is still outstanding.
b) Overdue amount and the name of the DRA have been informed to the debtor.
c) The DRA has fixed time with the debtor for meeting him.
d) The amount of overdue has not been informed to the debtor.
135. Whenever a debtor gives a cheque for repayment of loan, ____ should be accepted.
a) Bearer cheque
b) Order cheque
c) Crossed cheque
d) Account payee, crossed, order cheque

136. Duty of confidentiality is based on________

a) Contract Act.
b) I.B.A. Code of debt recovery.
c) The customary practice in the Banking Industry.
d) (b) and (c) above.

137. A Record of overdue and repayment is maintained in_________

a) DRA Rules
b) Mortgage deed
c) Loan agreement
d) Account

138. A contract between a Debt Recovery Agent and the bank does not permit agent for_____
a) Recovery of specified dues from the borrower.
b) Giving recovery statement and recovery report to the chief officer of bank.
c) Using the collected amount for personal needs.

139. Which one of the following can be called as doubtful debtor?

a) One who can pay on reminding/ on pursuing and will pay.
b) One who can pay the reduced amount after negotiation
c) One who can pay the reduced amount after negotiation, but does not want to pay.
d) One who wish to pay but do not have means to pay.

140. A recovery agent has to take all care and skill in performing the duties as per_______
a) Section 212 of Contract Act.
b) I.B. A. Guidelines
c) Regulatory Guidelines of R.B.I.
d) All the above.

141. The general provisions about rights and duties of DRA and are given in__________
a) Indian Constitution
b) Contract Act
c) Company Act
d) None of the above

142. Debt Recovery Policy has to be followed by________

a) Only Banks
b) Only Recovery Agents
c) Bank and Recovery Agents
d) Only Borrower.

143. For claiming compensation an agent has to comply with two conditions as given below.
a) The agent must have acted lawfully when he was injured.
b) The act should have been done in the course of agency business.
c) None of the above
d) Both A & B

144. Debt recovery Activity is highly criticized because of _________

a) Loopholes in systems and laws.
b) Loopholes in accounting systems of banks.
c) Instigation by some persons.
d) The DRAs not showing due care and sensitivity towards the borrower

145. DRA gets a legal right to recover the specified dues from the debtors on the basis of________
a. Oral agreement
b. Implied agreement
c. Contract Act.
d. Loan agreement and an agreement between DRA and the bank.

146. On appointment of D.R.A., the bank should ________

a) Take all standard actions for recovery of it’s dues, including use of force
b) The action should be taken secretly so that the borrower does not know about the
appointment of the DRA
c) Inform the details about the DRA to its borrowers.
d) Make the details of customer public.

147. Contract Act includes____________

a) General provisions of the act
b) Special provisions of agency agreement
c) Provisions relating to agents
d) (a) and (b) above.

148. Rs. 50,000/- is due from the customer to the bank. He is paying Rs. 5,000/- and requesting you to
remove his name from the defaulters’ list. You will ______
a) Tell him to deposit Rs. 5,000/- cash immediately.
b) Ask him to give any article instead of cash.
c) Tell him that you will send your friend to collect cash.
d) Report this to the bank

149. Normal debtors means___________

a) Those who are not traceable.
b) Those who are ready to pay.
c) Those who are not ready to surrender the security.
d) Those who repay the loans as their duty.

150. Bank has appointed DRA for recovering dues from D. D’s name in the agency agreement will be as
______
a) Creditor
b) Borrower
c) Chief officer

151. The right which is received through agreement between agent and principal in which fee is
mentioned for doing the recovery work is called as…………………
a) Right to compensation.
b) Right to indemnity.
c) Right to remuneration.
d) Right to retainer.

152. The rights and duties of the DRA are mentioned in ____________
a) Indian Contract Act
b) Indian Companies Act
c) SARFAESI Act
d) Revenue Recovery Act

153. Recovery of loan by Bank, by taking possession of the mortgaged property through Court is called
____________
a) Legal Recovery process
b) Asset Recovery Process
c) Difficult Recovery process
d) Normal recovery process

154. Under which right, an agent can retain some amount, towards expenses incurred by him, from
the amount recovered from borrowers.
a) Right of retention
b) Right of remuneration
c) Right of indemnity
d) Right of compensation

155. When borrower is not willing to pay the loan and he does not respond to the recovery efforts of
the Bank, the recovery agent has to start the recovery process with the help of the bank , which is
called ______________
a) Difficult recovery process
b) Normal recovery process
c) Asset possession
d) Legal recovery process

156. Bank or Debt Recovery Agent collects amounts from borrowers, after it becomes due as per loan
agreement. The amount so collected is called _________
a) Debit
b) Credit
c) Recovery
d) None of the above

157. An institution which works as mediator between bank and complainant to resolve any complaint
about service of the bank, is called ______
a) Banking Ombudsman
b) RBI
c) IBA

158. Banking Codes and Standards Board of India (BCSBI) is established by

a) RBI
b) IBA
c) Govt. of India
d) SBI

159. The DRAs should collect cheques which are.

a) Drawn on local branches or Bank’s branches coming under CBS network
b) Crossed Account Payee’ cheque with bank’s name and borrower’s account number as
payee.
c) The word ‘bearer’ printed on the cheque should be cancelled
d) (a), (b) and (c)

160. RBI directives on training and certification of recovery agents include.

a) Employees of banks
b) Recovery agents appointed by the Bank
c) Any person involved in recovery of dues

161. In case of serious violation of directives, RBI may impose a ban on individuals, recovery agencies
and the bank.
a) True
b) False

162. How a Bank is benefited by appointing third party Debt collection Agencies?
a) Saving in litigation cost because of specialist negotiators are engaged in recovery.
b) The occasions of shouting at the debtor do not occur.
c) Saves Bank’s manpower and it can be deployed to perform other tasks.
d) and (c) above

163. Consideration is necessary in an agency contract in terms of section 186 of Indian Contract Act,
a) True
b) Partially True
c) False
d) Partially False

164. A difficult debtor is.

a) Who can pay but does not pay
b) Who pays the dues only on personal contact
c) Who is a wilful defaulter, having means to pay but not willing to do so.
d) Both (a) and (c)

165. For which of the following reasons, loan is recalled

a) Continuous default in paying interest / instalment on due dates.
b) Financial position of borrower becoming doubtful
c) Non-observance of terms and conditions of loan
d) All of the above

166. The purpose of “collection call’’ is to.

a) Reminding the Customer about his debt obligation
b) Seek a commitment to pay on a specified date
c) Both (a) and (b)

167. The role, functions and tasks of the recovery agents are generally mentioned in the……………….
a) Application for appointment of recovery agents
b) Debt recovery agreement between DRA and the bank
c) Published in newspaper
d) Fair Practices for loans
168. The debt recovery agent’s duty / task is collection of dues and he has no authority to waive /
extend repayment period, which only the…………..
a) Court can do
b) Principal can do
c) Lok Adalat can do
d) None of the above

169. The need for negotiation for a recovery agent will arise only when the agent has been granted
specific_________ with the debtor in terms of the agency agreements
a) Power to write off
b) Power to negotiate
c) Power to lending
d) None of the above

170. The collection process should be compliant to the bank-specific recovery norms and should also
follow………………..
a) IBA guidelines
b) Regulatory guidelines of RBI
c) Other Banks guidelines
d) None of the above

171. Normally the debtors can be classified into three types. They are……………….
a) Normal, Difficult and Doubtful Debtors
b) Standard, Sub-standard and Doubtful Debtors
c) Prompt, not Punctual and Regular Debtors
d) None of the above

172. The generic rights and duties of agents are defined in the Act which…………………
a) Can not be changed by the agents and the bank.
b) Can be modified by executing the agreement between the agents and the bank
c) Can be modified, altered and deleted by executing the specific agreement between the
agents and the bank
d) None of the above is correct

173. The generic duties of agents contained in the relevant Act, include
a) Duty to follow lawful instructions of the principal.
b) Duty to follow lawful and unlawful instructions of the principal.
c) Duty to follow customs of the trade / industry, where instructions of the bank are
unclear/vague,
d) Both (a) and (c)

174. Recovery agents have a duty to exercise reasonable care and skill in recovery function, in terms
of.
a) The Contract Act.
b) The IBA’s Model policy on Collection of dues
c) The RBI’s draft guidelines on recovery agents engaged by banks
d) All the above

175. .Recovery agents have a duty to confidentiality of customer’s accounts and other information in
terms of.
a) The Contract Act.
b) The IBA’s Model policy on Collection of dues
c) The RBI’s draft guidelines on recovery agents engaged by banks
d) All the above

176. The case for compromise settlement is handed over to the D.R.A. when_________
a) The security for the loan is available with the bank.
b) The borrower is not traceable.
c) The loan is not covered with the security.
d) The debtor is normal.

177. While making the report about a borrower, the DRA should not use____
a) References from the Bank
b) Marketing reports
c) Credit information agency
d) Information given by the borrower

178. . While collecting the information about the properties of defaulter borrower, help should be taken
from ________
a) References of the Bank
b) Colleagues of the borrower
c) Relatives of the borrower
d) Neighbors of the borrower

179. Which of the following is not correct in respect of rights of DRA?

a) Right of remuneration
b) Right of guardian
c) Right of compensation
d) Right of indemnity

180. Mainly NBFCs Are Engaged into The Business.

a) Loans and advances
b) Insurance business
c) Chit fund business
d) All of the above

181. NBFCs Can Be Classified As.

a) Based on liabilities
b) Based on activities
c) A + B
d) None of the above

182. NBFC- Base layer undertaking following activities

a) NBFC-P2p
b) NBFC-Account aggregator
c) Non- operative financial holding company
d) All of the above
183. NBFCS Do Not Undertake Following Activities In Middle layer
a) SPDs
b) CICs
c) HFCs
d) None of the above

184. The Things NBFCS Can Not Do are.

a) Cannot after a rate of interest on more than RBI
b) Cannot accept deposited for period less than 12 month & more than 60 months
c) Cannot offer any gifts to solicit deposited from public
d) All of the above

185. NBFCs Are Distinct From Bank Because:

a) They cannot accept demand deposits
b) They cannot issue debit cards
c) A+ B
d) None of the above

186. Unsecured Loan Is Not Given For Following Reasons

a) Renovation
b) Wedding
c) Medical emergency
d) Vehicle

187. NBFCs do not offer business loan to them.

a) Micro enterprise
b) Small enterprise
c) Medium enterprise
d) Big enterprise

188. In Consumer – Loans Articles Are ______

a) Hypothecated
b) Lease
c) Auction
d) None of the above

189. Loans Can Be Given Against Them.

a) Property
b) Insurance policy
c) Shares
d) All of the above

190. Some Specialized NBFCs Sanction Education Loans.

a) True
b) False
191. NBFCS Offer_______ To Reduce The Impact Of Rate Of Interest.
a) Cash back
b) Discount on EMI
c) Gifts
d) None of the above

192. NBFCs can offer loans for investing in.

a) shares
b) IPOS
c) A and B
d) None of the above

193. Which of the following is important for NBFCs in the Code of Conduct?
a) Receipt and verification of application
b) Preparation of loan rules and conditions
c) Debt monitoring during the loan period
d) All of the above

194. What should be included in the terms approved by NBFCs

a) Approved Loan Amount
b) Annual Interest Rate and Its Calculation
c) A and B
d) None of the above

195. What should be the interest rate in NBFCs

a) Annual
b) Monthly
c) Quarterly
d) Sixth

196. NBFCs should adequately inform about the changes

a) Interest rate
b) Delivery Schedule
c) Full payment
d) All of the above

197. If the customer requests to shift the account to another place

a) Categorically deny
b) Say yes or no within 21 days
c) Clearly agree
d) None of the above

198. In what language should NBFCs display the Code of Conduct

a) Local
b) English
c) A and B
d) None
199. NBFCs decide products and interest rates by considering them
a) Cost of Funds
b) Margin and Risk
c) Insurance Premium
d) All of the above

200. What NBFCs-MFI should do for customers

a) Financial Literacy
b) Training
c) A and B
d) Credit and Credit Services

201. What should be in a loan card

a) Not having an effective interest rate
b) Details of terms and conditions of the loan
c) Details not knowing the identity of the customer
d) Absence of fee structure

202. What to do with mortgaged jewellery

a) Proper Insurance
b) Auction
c) Tabeghan
d) None of the above

203. Companies can use machine learning and artificial intelligence specifically for _.
a) Receivables management
b) Personnel management
c) Infrastructure management
d) All of the above

204. During a collections visit, the customer is attempting to make the payment through digital
means, but cannot go through with the payment due to some technical issues. What will be the
correct step taken by the agent in this situation? (i) Explain the customer to wait for some time and
try again later (ii) Blame the customer for making the payment incorrectly (iii) Ask the customer to
pay in your personal account (iv) Ask the customer to make cash payment instead
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

205. During a collections visit, the customer is threatened by the consequences of missing the EMI.
How will the agent handle this customer? (i) Politely explain the customer that he can pay in real
time and face no other consequences (ii) Explain the customer that it is okay to miss the EMI,
everyone does it (iii) Advice the customer to contact their banks and rectify the impact of non
payment (iv) Inform the customer that the damage is done and there is no way to rectify it
a) Only (i)
b) Both (i) and (ii)
c) Both (ii) and (iii)
d) Only (iv)
206. During a collections visit the customer promises to pay after a few hours and mentions that he
will share the snapshot of the transaction on the agent's personal number. What will be the correct
response given by the agent in this situation? (i) Agree to the customer and leave (ii) Demand the
customer that he can pay immediately instead (iii) Explain the customer that you can call him at
the time given and get the confirmation (iv) Ask the customer to share the screenshot on your
supervisor's number instead
a) Only (i)
b) Both (i) and (ii)
c) Only (iii)
d) Both (iii) and (iv)

207. A customer explains during a collections visit that due to a huge controversy he lost his business
partners, which has caused a financial haphazard in the company leading to insufficient funds to
pay the outstanding dues. How will the agent handle this situation? (i) Inform their supervisor (ii)
Ask for all the supporting statement of accounts from the customer (iii) Explain the impact of non
payment to the customer (iv) Mark PTP without the customer's consent
a) Only (i)
b) Both (i) and (ii)
c) Only (iii)
d) Both (iii) and (iv)

208. During a collections visit the customer mentions that his son recently went through an accident
and is disabled. What will be the correct way to deal with this customer? (i) Understand the
customer's situation and offer a waiver (ii) Provide the customer with a doctor's number (iii) Ask
the customer to share all the documents of the accident as a proof (iv) Explain the customer about
making partial payments or provide a breather period to the customer
a) Both (i) and (ii)
b) Both (i) and (iii)
c) Only (iii)
d) Only (iv)

209. A customer is requesting the collections agent to call his brother for the collection of outstanding
dues. What will the customer do in this situation? (i) Explain the customer that he cannot contact
any third party for collections (ii) Explain the customer to talk to your supervisor (iii) Explain the
customer to raise a dispute regarding the same (iv) rudely deny the customer
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

210. During a collections visit the customer mentions that he was promised a waiver for his
outstanding dues during his previous interaction with the collections agent. What will be the
correct way to handle this situation? (i) Explain the customer that it was a mistake, apologize for
the confusion and provide accurate information about the dues outstanding (ii) Ask the customer
to raise a dispute (iii) Threaten the customer to make the payment (iv) Explain the customer that it
was a mistake and provide unclear information about the dues outstanding
a) Only (i)
b) Both (i) and (ii)
c) Only (iii)
d) Both (iii) and (iv)

211. A customer explains during a collections visit that due to the recent change in the regulatory
terms of his business sector, he had to utilize more funds in the business and will not be able to
make the payment of the outstanding dues. What will the agent do in this situation? (i)
Immediately inform your supervisor (ii) Ask for all the supporting statement of accounts from the
customer (iii) Explain the impact of non payment to the customer (iv) Mark PTP without the
customer's consent
a) Only (i)
b) Both (i) and (ii)
c) Only (iii)
d) Both (iii) and (iv)

212. A customer mentions that he is waiting for a cheque to be cleared from his bank account and
following to that he will make the payment. What should the agent do in this situation? (i) Agree to
the customer and leave immediately (ii) Agree with the customer and mark PTP with the
customer's consent (iii) Mark PTP as per bank schedule without getting the customer's consent (iv)
Make a call to the customer's bank and check the status of the cheque
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Only (iv)

213. The financial institutions depends on which codes that are vital given the nature of business of
accepting deposits for lending?
a) Employee codes
b) Moral codes
c) Data codes
d) None of the above

214. What are Ethics?

a) Moral dependability
b) Punctuality of fulfilling obligations
c) Honouring the terms of contracts
d) All of the above

215. What helps the banks when they have to deal with dilemmas in the course of business?
a) Ethics
b) Capital
c) Assets
d) Shareholders

216. Which practices prevent legal breaches and corrupt activities, protects other stakeholders
interest and enhances brand image.
a) Financial practices
b) Illegal practices
c) Ethical practices
d) None of the above
217. Why have most companies developed formal systems of accountability, oversight, and control;
known as corporate governance?
a) To remove the opportunity for employees to make more profits
b) To remove the opportunity for employees to make mistakes in accounts
c) To remove the opportunity for employees to make unethical decisions
d) To remove the opportunity for employees to make fun of each other

218. helps in minimizing risks, corruption, delays and mismanagement.

a) Corporate Governance
b) Central Governance
c) Financial Governance
d) All of the above

219. During a collections visit the customer insists to talk to someone from his geographic region
about the outstanding dues. How will the agent handle this situation? (i) Explain the customer that
it is not possible (ii) Rudely deny the customer (iii) Agree to the customer and disconnect the call
(iv) Explain the customer that he will guide him with the same accuracy as the person belonging to
the same geographic region
a) Both (i) and (ii)
b) Both (i) and (iii)
c) Only (iii)
d) Only (iv)

220. During a collections visit, the agent realizes that he has shared the wrong loan details with the
customer. What will be the next step taken by the agent to rectify this error? (i) Do not mention
anything to the customer (ii) Immediately leave (iii) Inform the customer, apologize for the error
and provide the correct information to the customer (iv) Act as if you visited a wrong address
a) Only (i)
b) Both (i) and (ii)
c) Only (iii)
d) Both (iii) and (iv)

221. A customer requests the collections agent to call him on his alternative number for the next time.
What should the customer do in this situation? (i) Inform your supervisor about the same (ii) Share
the alternative number of the customer on social media (iii) Ask the customer to share his
alternative number on social media (iv) Note down the customer's alternative number and update
the same in your system
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Only (iv)

222. During a collections visit the customer mentions that he had to make some renovations in his
house in the last month which drained all his funds. What will be the right way in which the agent
will do the recovery? (i) Explain the importance of timely repayment of outstanding dues (ii)
Explain the customer that he should provide this information prior to the due date (iii) Threaten
the customer to immediately pay the dues (iv) Understand the customer's situation and offer a
waiver to them
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

223. A customer mentions during a collections visit that he had requested to get a Statement of
Accounts from the previous agent and he has not yet received it. He will not pay anything until he
gets the requested documents. How will the agent do recovery from this customer? (i) Threaten the
customer with consequences of non payment (ii) Provide the requested document to the customer
and then ask him to pay the outstanding dues (iii) Inform your supervisor and let them handle this
situation (iv) Inform the customer that he will not receive any details until he makes the payment
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Only (iv)

224. During a collections visit the customer claims that he is a lawyer and was threatened by a fake
legal notice. The customer also mentions that he is not going to pay the amount outstanding and is
willing to escalate. How will the agent handle this situation? (i) Apologize to the customer and help
him in escalating the same (ii) Prove the customer wrong and make him apologize (iii) Apologize
and to the customer and request him not to escalate (iv) Immediately leave
a) Only (i)
b) Both (i) and (ii)
c) Only (iii)
d) Both (iii) and (iv)

225. A customer has missed their first EMI and wants to apply for a settlement. How will the agent
handle this situation? (i) Explain the impact of settlement to the customer (ii) Inform the customer
about various options available to pay the outstanding dues (iii) Inform the customer that he
cannot apply for settlement (iv) Ignore the customer's request
a) Only (i)
b) Both (i) and (ii)
c) Only (iii)
d) Both (iii) and (iv)

226. A customer is not audible on the call due to network issues. What is the correct procedure for a
collections agent? (i) Warn the customer before disconnecting the call (ii) Immediately disconnect
the call (iii) Inform your supervisor (iv) Mark PTP and disconnect the call
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Only (iv)

227. During a collection call, the customer is busy and is asking the agent to call him on Sunday to
guide him to make the payment. What should the agent do in this case? (i) Call the customer at the
day requested by them and keep a note (ii) Ask the customer to deposit in the amount in branch
(iii) Ask the customer to select a working day (iv) Deny the customer
a) Both (i) and (ii)
b) Only (ii)
c) Both (i) and (iii)
d) Only (iii)
228. During a collections visit a customer mentions that he is a very good friend of the Director of your
organization and is insisting the agent to provide him a waiver. What will the agent do in this
situation? (i) Ignore what the customer is saying and ask him to pay (ii) Do as the customer says
and provide the waiver (iii) Explain the importance of timely repayment of dues to the customer
(iv) Ask for your supervisor's advice
a) Both (i) and (ii)
b) Only (ii)
c) Both (i) and (iii)
d) Only (iii)

229. An agent visits a customer and finds that he is his relative. The customer is asking for some
concession for the amount outstanding. How will the agent handle this situation? (i) Offer the
concession as he is your relative (ii) Explain him the importance of timely payment of dues (iii) Ask
him to talk to your supervisor (iv) Offer to pay on his behalf
a) Both (i) and (ii)
b) Only (ii)
c) Only (iii)
d) Both (i) and (iv)

230. A female customer mentions that she lost her husband a few months back and is not able to
manage the finances. How will the agent do recovery from this customer? (i) Threaten the female
customer to pay immediately (ii) Explain the impact of non payment to the customer (iii)
Understand the customer situation and offer a waiver (iv) Offer to make the payment on her behalf
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Only (iv)

231. During a collections visit the customer makes the payment but is not happy with this experience
and wants to raise a dispute. How will the agent handle this situation and avoid any escalation? (i)
Ignore the customer as he has already made the payment (ii) Explain the customer that the dispute
will have no harm on the agent (iii) Threaten the customer with fake consequences (iv) Apologize
to the customer for his unpleasant experience and assure him that he will not have to go through
this in future
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Only (iv)

232. A Company that carries the business of a financial institution and is not a bank is called a .
a) Non-Banking Corporation (NBC)
b) Public Corporation
c) Financial Corporation
d) Non-Banking Financial Corporation/Company (NBFC)

233. Non-Bank Finance Companies (NBFCs) could be in which of the following forms:
a) Government
b) Public limited companies
c) Private limited companies
d) All of the above

234. NBFC's are divided into Deposit taking NonBanking Financial Company (NBFC-D) and Non
Deposit taking Non-Banking Financial Company (NBFC-ND) based on ?
a) Based on Activities
b) Based on Liabilities
c) Based on business activities
d) None of the above

235. Which of the following are the sub-categories of Non Deposit taking Non- Banking Financial
Company (NBFC-ND)?
a) Systematically Important Non Deposit taking NonBanking Financial Company (NBFC-ND)
b) Other Non Deposit taking Non- Banking Financial Company (NBFC-ND)
c) Both a and b
d) None of the above

236. What will be the main business of Investment and Credit Company (NBFC-ICC) ?
a) Lending and Investment
b) Financing infrastructure sector
c) Investing in shares
d) To facilitate promoters/promoter groups in setting up new banks

237. What is the long form for NBFC-IDF?

a) Non- Banking Financial Company- Infrastructure Debt Fund
b) Non- Banking Financial Company- Infrastructure Deposit Fund
c) Non- Banking Financial Company- Innovation Deposit Fund
d) Non- Banking Financial Company- Innovation Debt Fund

238. Which of the following is a non-deposit taking NBFC which holds the shares of a banking company
and the shares of all other financial services companies:
a) Housing Finance Companies (NBFC-HFC)
b) Residuary Non-Banking Company (RBNC)
c) Non-Operative Financial Holding companies (NBFC-NOFHC)
d) Mortgage Guarantee Companies (NBFC-MGC)

239. Who is involved in collecting and providing information about a customer's financial assets in a
consolidated, organized, and retrievable manner to the customer or others as specified by the
customer.
a) Mortgage Guarantee Companies (NBFC-MGC)
b) Account Aggregator Companies (NBFC- AA)
c) Housing Finance Companies (NBFC-HFC)
d) Residuary Non-Banking Company (RBNC)

240. Which one of the following is one of the methods of obtaining finances for business?
a) Peer to Business lending (P2B lending)
b) Business to Peer lending (B2P lending)
c) Business to Business lending (B2B lending)
d) Peer to Peer lending (P2P lending)

241. Which is the main business of a Residuary NonBanking Company(RBNC)?

a) Receiving Securities
b) Receiving Deposits
c) Receiving Advances
d) All of the above

242. NBFC can contribute to the growth of which sectors?

a) Infrastructures and transport
b) Agriculture
c) Both a and b
d) None of the above

243. Which companies offer flexible repayment schemes, extended loan tenure, and better service?
a) Banking Companies
b) Non-Banking Financial Companies
c) Share market Companies
d) None of the above

244. Non-banking financial institutions could render easy financial credit to the which sections of
society?
a) Economically strong
b) Wealthy
c) Economically weaker
d) High class society

245. As compared to the extensive paperwork required by banks what does NBFCs require from the
loan seekers?
a) No Documentation is required
b) Minimal Documents are required
c) Extensive Documentation is required
d) Only KYC registration is required

246. Which Non-Banking Financial Companies (NBFCs) can accept deposits?

a) Non-Banking Financial Companies (NBFCs) approved by RBI(Reserve Bank of India)
b) Non-Banking Financial Companies (NBFCs) owned by Banks
c) All Non-Banking Financial Companies (NBFCs)
d) None of the above

247. RNBCs (Residuary Non-Banking Company) cannot accept deposits for how much period of time ?
a) Less than 12 months and more than 84 months
b) Less than 6 months and more than 60 months
c) Less than 12 months and more than 80 months
d) Less than 12 months and more than 60 months
248. NBFCs including RNBCs can accept deposit only against issue of proper receipt which should bear
which of the following:
a) The rate of interest payable on the deposit amount and the date of repayment of matured
deposit along with the maturity amount
b) The name of the company and the depositor
c) The amount in words as well as figures and Signature of an authorized official of the
company
d) All of the above

249. How many layers are included in the regulatory structure for NBFCs, based on their size, activity,
and perceived riskiness?
a) One
b) Two
c) Three
d) Four

250. Which are the layers that are included in the regulatory structure for NBFCs, based on their size,
activity, and perceived riskiness?
a) NBFC Base Layer (NBFC-BL); 2. NBFC - Middle Layer (NBFC-ML); 3. NBFC - Upper Layer
(NBFC-UL); 4. NBFC - Top Layer (NBFC-TL)
b) NBFC Base Layer (NBFC-BL); 2. NBFC - Middle Layer (NBFC-ML); 3. NBFC - Upper Layer
(NBFC-UL)
c) NBFC Base Layer (NBFC-BL); and 2. NBFC - Top Layer (NBFC-TL)
d) None of the above

251. NBFC-middle layer of the regulatory structure of NBFCs consists of which of the below mentioned
companies?
a) Standalone Primary Dealers (SPDs) & Infrastructure Debt Fund - Non-Banking Financial
Companies (IDF. NBFCs)
b) Infrastructure Finance Companies (NBFC- IFCs)
c) Core Investment Companies (CICs) & Housing Finance Companies (HFCs)
d) All of the above

252. NBFC Base Layer (NBFC-BL) shall comprise of .

a) Non-deposit taking NBFCs with asset size of Rs. 1,000 crore and above
b) Non-Deposit taking NBFCs below the asset size of Rs. 1,000 crore
c) The top ten eligible NBFCs in terms of their asset size
d) None of the above

253. Which NBFC's are engaged in acquisition of receivables of an assignor or extending loans against
the security interest of the receivables at a discount?
a) NBFC-Peer to Peer Lending Platform (NBFC- P2P)
b) Account Aggregator Companies (NBFC-AA)
c) Factoring Companies (NBFC Factor)
d) Residuary Non-Banking Company (RBNC)
254. Microfinance Companies (NBFC-MFI) finances small ticket loans to groups. The repayment of
these loan are made in which type of instalments?
a) Repayable on weekly instalments
b) Repayable on fortnightly instalments
c) Repayable on monthly instalments
d) All of the above

255. NBFC's Cannot accept or issue which of the following:

a) Cheques drawn on self
b) Demand deposits
c) Debit Cards
d) All of the above

256. Which cards cannot be issued by NBFCs (NonBanking Financial Company)?

a) Add-on Cards
b) Debit Cards
c) Co-branded Credit Cards
d) All of the above

257. Deposit insurance cover of Deposit Insurance and Credit Guarantee Corporation is not available
to depositors of _.
a) NBFCs (Non- Banking Financial Company)
b) Banks
c) Both a and b
d) None of the above

258. A financial company has to fulfil which of the following criteria to become an NBFC (NonBanking
Financial Company):
a) Companies' financial assets should constitute more than 50 per cent of the total assets
(netted off by intangible assets)
b) Income from financial assets should be more than 50 per cent of the gross income
c) Both a and b
d) None of the above

259. Which of the following are the revenue sources of NBFCs (Non- Banking Financial Company):
a) Interest on the loan amount
b) Other charges (fee) for loan processing
c) Appraisal
d) All of the above

260. NBFCs (Non- Banking Financial Company) are not allowed to lend which type of loans because the
rate of interest is high and collection through DRAs not permitted.
a) Personal Loans
b) Housing Loans
c) Agricultural Loans
d) Gold Loans
261. is an agreement wherein the lender funds to the borrower with a condition that the borrower will
return it along with the interest as per the terms and conditions as agreed upon.
a) Loan
b) Collateral
c) Security
d) Contract

262. Unsecured loans without any collateral are generally which type of loans?
a) Personal Loans
b) Gold Loans
c) Vehicle Loans
d) None of the above

263. Which loan is a borrower's immediate financial needs for personal purposes such as house
renovation, wedding, medical emergency, or vacation?
a) Secured Loans
b) Unsecured Loans
c) Business Loans
d) Other Loans

264. What is the asset created out of the credit facility extended to the borrower and/or which are
directly associated with the business/project of the borrower for which the credit facility has been
extended.
a) Primary security
b) Secondary security
c) Collateral security
d) Other security

265. Collateral is demanded for which type of loans?

a) Business Loans
b) Secured loans
c) Unsecured loans
d) None of the above

266. Retail loans to customers for purchasing consumer articles like a refrigerator, TV, Laptop, etc. are
known as which type of loans ?
a) Home Loan
b) Gold Loans
c) Business Loans
d) Consumer Loans/ Consumer Durable Loans

267. NBFCs ask for hypothecation of the vehicle and registering the charge with the RTO while
providing which loans?
a) Business Loans
b) Vehicle Loans
c) Retail Loans
d) Gold Loans
268. Who meets the gaps in the funds of business to meet working capital requirement (on a term loan
basis) or purchase of assets for business or meeting some emergency requirements such as repairs
to machinery?
a) Business Loans by NBFC (Non- Banking Financial Company)
b) Secured loans by NBFC (Non- Banking Financial Company)
c) Unsecured loans by NBFC (Non- Banking Financial Company)
d) All of the above

269. NBFCs which are specialized in housing finance companies for financing affordable housing are
regulated by ?
a) Reserve Bank of India (RBI)
b) National Housing Bank
c) Both a and b
d) None of the above

270. What will the NBFCs provide the persons who are interested in investing in IPOs and take
advantage of listing price v. IPO price?
a) Advice them
b) Finance them
c) Become their Guardian
d) Become their Guarantor

271. The rate of interest on loans offered by NBFCs could vary based on which of the following:
a) Purpose
b) Amount of credit
c) Credit score and other details
d) All of the above

272. Fair Practices Code should be built around which of the following processes:
a) Receipt and scrutiny of application
b) Sanction, execution of documents and disbursement of loans
c) Monitoring of credit during loan period
d) All of the above

273. Who should ensure that the DSA/DMA/Recovery Agents are properly trained to handle
responsibilities with care and sensitivity?
a) RBI (Reserve Bank of India)
b) NBFC's (Non-Banking Financial Institutions)
c) IIBF (Indian Institute of Banking and Finance)
d) None of the above

274. All communication to the customers should be sent in which language?

a) English Language only
b) Hindi Language only
c) Language understood by the customer
d) All of the above
275. The customer should be made aware of the general terms and condition of the loan with relevant
information affecting the of the customer.
a) Budget
b) Principal
c) Interest
d) Geographical region

276. NBFC should convey all the terms of sanction in written which includes ?
a) Amount of loan sanctioned
b) Annualized rate of interest
c) Both a and b
d) None of the above

277. What is determined by the Board of each NBFC by considering factors such as cost of funds,
margin and risk premium, etc.?
a) Interest to be charged for debentures
b) Interest to be charged for loans and advances
c) Interest to be charged for shareholders
d) Interest to be charged for RBI

278. What should be made available on the website of the companies and published in the newspapers
whenever updated?
a) The Rate of Interest and the approach for Gradation of Risks
b) About the merger
c) Regarding change in leadership of the company
d) The lending capacity

279. Which are regulatory and board guidelines on practices to be used in companies while dealing
with customers?
a) Loan Guidelines
b) Settlement Guidelines
c) Fair Practices Codes
d) Fire evacuation Guidelines

280. What is the main purpose of using Fair Practices Code while dealing with the customer?
a) To ensure that lenders/NBFCs control money laundering
b) To ensure that lenders/NBFCs adopt unfair practices
c) To ensure that lenders/NBFCs adopt fair practices
d) To ensure that lenders/NBFCs adopt money laundering

281. Who should refrain from action that could damage the integrity and reputation of the NBFC and
that they observe strict customer confidentiality?
a) Recovery Agents
b) Board of Directors
c) Sales managers
d) Share holders
282. What are the don'ts for a debt recovery agent during their collection efforts?
a) Verbal intimidation or harassment against any person
b) Physical intimidation or harassment against any person
c) Disrespect their privacy
d) All of the above

283. Dealings of the lender/company with the customer during any processes should be .
a) Hidden
b) Transparent and clear
c) Unclear
d) Layered

284. During the application of a loan, the documents required to be submitted by the customer should
be listed or detailed in which form -:
a) Application form
b) KYC form
c) Both a and b
d) None of the above

285. NBFCs should declare all details of annualized rate of interest in which step?
a) Applications for Loan
b) Appraisal of loan and terms & conditions
c) Loan Sanction
d) Loan disbursal

286. What would be appropriate if the is indicated while accepting the application.
a) Time taken for repayment of the previous loan
b) Time taken for sanction/disposal of the application
c) Time taken for filing the application form
d) All of the above

287. Visit to the applicant's for the purpose of appraisal should be pre announced and done
professionally.
a) Office
b) Residence
c) Both a and b
d) None of the above

288. The Board of each NBFC(Non-Banking Financial Company) shall adopt an interest rate model
taking into account which of the following relevant factors:
a) Cost of funds
b) Margin and Risk Premium
c) Determine the rate of interest to be charged for loans and advances
d) All of the above

289. The rates of interest and the approach for gradation of risks shall also be made available on the of
the companies or published in the relevant newspapers.
a) Web-site
b) Dashboard
c) Both a and b
d) None of the above

290. Once sanctioning the loan is complete along with document verification, delay in is not a fair
practice.
a) Speaking to the customer
b) Disbursement
c) Assigning an agent
d) Compiling opinion report

291. Once the loan is repaid in full or when the dues are paid, NBFCs should subject to any legitimate
right or lien for any other claim it may have against the customer.
a) Release all legal notices to public
b) Release all funds
c) Release all securities
d) All of the above

292. Fair Practices Code should be displayed or put in place by the NBFCs in which languages?
a) Vernacular language
b) English language
c) Hindi language
d) Both a and b

293. In case of repossession of the security, what must be made available to the customer?
a) An offer to re-purchase the security on sale
b) An invitation to the auction
c) The original documents of the security
d) The procedure for sale/auction

294. The customers of NBFC-MFI may require knowledge and skills in use of .
a) Credit and other financial services
b) Marketing and sales
c) Both a and b
d) None of the above

295. NBFC-MFI (Non-Banking Financial Company- Micro Finance Institutions) loans are given to
whom?
a) Rich
b) Poor and Needy
c) Government officials
d) All of the above

296. Where should the NBFC-MFI (Non-Banking Financial Company-Micro Finance Institutions)
formally declare its commitment to FPC(Fair Practice Code) in local vernacular language?
a) All the Banking Institutions
b) Head Office of the MFI (Micro Finance Institution)
c) All premises of MFI (Micro Finance Institution)
d) Head Office of the RBI (Reserve Bank of India)

297. NBFC-MFI (Non-Banking Financial Company- Micro Finance Institutions) should follow which
guidelines for identifying its customers?
a) RBI guidelines
b) COC guidelines
c) KYC guidelines
d) Consumer guidelines

298. What should prominently mention the grievance redressal system set up by the MFI(Micro
Finance Institutions) and the name and contact number of the nodal officer?
a) The loan card
b) The loan agreement
c) The settlement agreement
d) All of the above

299. Loan card of NBFC-MFIs (Non-Banking Financial Company-Micro Finance Institutions) should
reflect which of the following details:
a) The effective rate of interest charged
b) Terms and conditions of the loan
c) Both a and b
d) None of the above

300. In case of loan agreement/loan card of NBFCMFIs (Non-Banking Financial Company-Micro

Finance Institutions), penalty will not be charged on which type of payment?
a) Interest Payment
b) Delayed Payment
c) Principal Payment
d) Settlement Payment

301. Which of the following are the components of pricing:

a) The interest charge
b) The processing charge
c) The insurance premium
d) All of the above

302. NBFC(Non-Banking Financial Institution) should have a standard form of loan agreement in
which language?
a) English language
b) Vernacular language
c) Hindi language
d) Sanskrit language
303. In case of MFI's (Micro Finance Institutions), the collection or recovery should be made by whom?
a) The Outsourced agents
b) The Outsourced agencies
c) The In-house employees
d) The In-house directors

304. NBFC-MFIs (Non-Banking Financial Company-Micro Finance Institutions) should adopt a code of
conduct which is approved by whom?
a) The Customer
b) The Bank
c) The RBI (Reserve Bank of India)
d) The Board

305. In the case of MFI's recovery should normally be made only at which place?
a) A central designated place
b) At any place
c) Only at the club house
d) None of the above

306. Who should assign the responsibility for compliance to various regulations and guidelines to
designated individuals within the company.
a) RBI (Reserve Bank of India)
b) IIBF (Indian Institute of Banking and Finance)
c) NBFC-MFIs (Non-Banking Financial Company-Micro Finance Institutions)
d) None of the above

307. Jewellery accepted as collateral should be .

a) Properly insured
b) Properly weighed
c) Both a and b
d) None of the above

308. In case the loan is defaulted and the NBFC has to auction the gold jewellery, the auction should be
announced in which of the following newspapers:
a) One national daily newspaper and one vernacular language newspaper
b) Two national daily newspapers
c) Two vernacular language newspapers
d) Only one vernacular language newspaper

309. NBFCs should provide loan against gold jewellery only if:
a) They have appropriate staff members
b) They have appropriate funds
c) They have appropriate and adequate storing place (safes/safe custody) and storing
system for the jewellery
d) They have appropriate and adequate jewellers to check them

310. NBFCs have been advised by the regulator to have to ensure that they comply with all regulations.
a) Internal compliance officials
b) Fair Practices Codes
c) Police inspectors
d) Government officials

Situational Question – English

Q.1 An agent calls the customer for payment of dues but the customer is not available to answer the
phone. What should the agent do? (i)Ask the third party about the outstanding payment (ii) Reveal
customer's loan details and outstanding amount to the third party (iii) Hold on the phone till the
customer is available to take the call (iv) Ask the third party the next available time to speak to the
customer and hang up the call
a) Only (i)
b) Both (ii) and (iii)
c) Only (iv)
d) Both (iii) and (iv)

Q.2 An agent visits the customer for collection of outstanding dues but the customer explains that they
are experiencing a financial crisis due to unexpected medical expenses. How should the agent
respond?(i) Demand full payment immediately, regardless of their medical situation(ii) Express
empathy, inquire about their medical condition, and discuss possible temporary payment adjustments
(iii) Ignore their medical situation and insist on the original payment terms(iv) Ask to speak to a relative
in the house to make the payment
a) Only (i)
b) Both (i) and (iv)
c) Only (iii)
d) Only (ii)

Q.3 A customer becomes verbally aggressive during a debt collection visit, raising their voice and using
offensive language. What should the debt recovery agent do? (i) Respond with equal aggression to show
authority. (ii) Remain calm, maintain a professional tone, and assertively but respectfully ask the
customer to calm down to discuss about payment (iii) Leave to avoid escalation (iv)Get aggressive with
the customer and ask for payment
a) Both (i) and (ii)
b) Only (ii)
c) Both (i) and (iii)
d) Only (iv)

Q.4 An agent calls a customer for collection of outstanding dues but the customer mentions that he is not
free at the moment and requests a call back. What should the agent do in this scenario? (i) Ask for a
suitable time to call the customer back and hang up after confirming this time (ii) Get aggressive with
customer and shout for payment (iii) Ignore their excuse and abuse the customer for wasting your time
(iv) Ask the customer to make time to speak about his pending payment
a) Only (i)
b) Both (i) and (iv)
c) Only (iii)
d) Only (ii)

Q.5 An agent calls the customer however the customer cuts the call. What should the agent do? (i) Make
back-to-back calls until the phone is answered (ii) Wait for some time and call the customer after some
time (iii) Mark a PTP of the customer without speaking (iv) Try to contact the customer on all social
media platforms because they are not answering the calls
a) Only (i)
b) Both (i) and (iv)
c) Only (iii)
d) Only (ii)

Q.6 An agent visits the customer after 07:00 PM for collections. Is this appropriate as per the guidelines?
(i) The agent is only allowed to contact the customer between 08:00 AM to 07:00 PM (ii) They can only
visit if the customer has requested to visit after 07:00 PM (iii) The agent can visit only if they have not
achieved the collection target (iv) The agent can ignore this guideline if the customer is not paying the
EMI timely
a) Both (i) and (ii)
b) Only (ii)
c) Both (i) and (iii)
d) Only (iv)

Q.7 An agent visits the customer and a female relative of the customer answers the door. How should the
agent behave? (i) The agent should treat her like any other customer and focus on collections (ii) The
agent should force her to make the payment on an urgent basis (iii) The agent should maintain respect
and ask her politely about the payment of the outstanding dues (iv) The agent should order her to call
the customer
a) Both (i) and (ii)
b) Only (iii)
c) Both (iv) and (ii)
d) Only (iv)

Q.8 An agent visits the customer for collection and the customer asks for the bifurcation of the payment.
What should the agent do? (i) Advise the customer to call the customer service and get the details (ii)
Refuse to pay (iii) Explain the steps to view the bifurcation of the amount on 3in1App (iv) Explain the
bifurcation of the amount to the customer
a) Only (i)
b) Both (i) and (iii)
c) Both (iii) and (iv)
d) Only (iv)

Q.9 An agent visits a customer for collections and finds that the customer has passed away. What will the
agent do? (i) Console the family and promise them a waiver (ii) Apply for insurance and mark the death
of the customer (iii) Don't say anything and visit later (iv) Ask the relative to pay the outstanding dues
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.10 An agent is visiting a senior citizen customer for collections and the customer is unable to
understand the process of digital payment. What should the agent do? (i) Force the customer to make a
cash payment (ii) Patiently guide the customer to make the payment digitally (iii) Leave without making
the collections (iv) Scold the customer
a) Only (i)
b) Both (i) and (iv)
c) Only (iii)
d) Only (ii)

Q.11 An agent calls a customer for collections and someone else picks up. What should the agent do ? (i)
Ask when the customer will be available (ii) Immediately disconnect the call (iii)Ask the third party to
make the payment (iv) Give information about the outstanding dues to the third party
a) Both (i) and (iii)
b) Both (ii) and (iii)
c) Only (i)
d) Only (iv)

Q.12 An agent visits a customer for collection and the customer wants to raise a settlement. What should
the agent do? (i) Refuse the settlement (ii) Ask for the customer's bank account statement (iii)Raise a
request to initiate settlement on the customer's behalf after confirmation with the customer (iv) Initiate
the settlement and collect the payment
a) Only (i)
b) Only (ii)
c) Only (iii)
d) Only (iv)

Q.13 An agent visits a customer for collection and finds that the customer is going through a grieving
situation at their residence. What should the agent do? (i) Console the customer and promise a waiver
(ii) Apply for insurance on the loan (iii) Schedule a visit when the customer is not grieving (iv) Ask the
customers to pay the outstanding dues
a) Only (i)
b) Only (iii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.14 An agent visits the customer for collection on the day promised and still the customer refuses to
pay. What steps should the agent take? (i) Share impact of delayed payment with the customer and ask
for another PTP (ii) Write about the same on customer's social media page (iii) Abuse the customer and
threaten him to pay the outstanding amount (iv) Make a police complaint against the customer
a) Only (i)
b) Both (ii) and (iii)
c) Only (iii)
d) Both (iii) and (iv)

Q.15 An agent visits the customer for collections after the due date is missed and the customer says that
they forgot to make the payment. What should the agent do? (i) Scold the customer for non-payment (ii)
Explain the consequences of delayed payment (iii) Ask the customer if they can make the payment in
real-time (iv) Ask for a PTP for payment
a) Both (i) and (ii)
b) Only (iii)
c) Both (ii) and (iii)
d) Only (iv)

Q.16 An agent calls the customer for collection but is not able to hear the customer's name properly.
What should the agent do in this case? (i) Disconnect the call and mark it as a network issue (ii) Raise
this to the seniors (iii) Ask for the payment without confirmation of the customer's name (iv) Politely
ask the customer to repeat their name
a) Only (i)
b) Both (i) and (ii)
c) Both (iii) and (iv)
d) Only (iv)

Q.17 An agent visits the customer for collections and the customer claims that he made the payment
digitally but it is under process and will take time. What should the agent do under this scenario? (i) Ask
the customer to show for the screenshot the payment attempt made (ii) Ask the customer to retry the
digital mode of payment (iii) Accuse the customer for giving stupid reasons for not paying (iv) Trust the
customer and ask them to share the receipt once the payment is successful
a) Only (i)
b) Only (iii)
c) Both (ii) and (iii)
d) Only (iv)

Q.18 During a collections visit, the customer refuses to make the payment at the time due to personal
reasons. What should the agent do in such a scenario? (i)The agent poses as Police and threatens the
customer to make the payment (ii)The agent gets aggressive and starts abusing the customer (iii) The
agent tries to find the reason for non payment and shares intervals in which customer can make
payment (iv) The agent tells the customer to keep the payment ready by the next day
a) Only (i)
b) Only (iii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.19 During a collection call the agent finds that the customer is out of station and is willing to make the
payment to agent's personal account. What will the agent suggest the customer in this situation? (i)
Agent assists the customer to make the payment to his supervisors account (ii) Agent takes the payment
in his own account (iii) Agent must share the official channels of payment to the customer and not accept
payment in self account (iv) Agent cannot assist the customer in information related to payment
a) Only (i)
b) Only (ii)
c) Only (iii)
d) Only (iv)

Q.20 A customer has refused to call him during the time period of 3-5 PM. It is 4 PM, what will the
collections agent do? (i) Call the customer anyways (ii) Ask your supervisor to call the customer (iii) Call
the customer at the time requested by them (iv) Mark PTP without calling the customer
a) Both (i) and (iii)
b) Both (ii) and (iii)
c) Only (i)
d) Only (iii)

Q.21 During a collections visit, the customer asks the agents for more details about his statement of
accounts. What will the agent do in this situation? (i) Agent must be able to assist the customer with all
issues/queries and resolutions (ii) Agent will provide the details of the statement of accounts to the
customer (iii) Agent must only focus on collections and not any other details of the customer (iv) Agent
does not need to solve customer issues or give any resolutions
a) Both (i) and (ii)
b) Both (ii) and (iii)
c) Both (iii) and (iv)
d) Only (iii)

Q.22 During a collections visit, the customer starts to negotiate the payment amount with the agent.
What should the agent do in this scenario? (i) Agent can negotiate and take part payment in his personal
account (ii) Agent can negotiate with the customer and inform about the revised amount to his
supervisor (iii) Agent cannot negotiate the amount however can ask the customer to raise a settlement
request if they wish to (iv) Agent should directly call his supervisor to handle this case.
a) Both (i) and (ii)
b) Only (iii)
c) Both (ii) and (iii)
d) Only (iv)

Q.23 During a collection visit the customer says that he has 3 loans and is confused about which loan's
EMI has not been paid. How will the agent handle this situation? (i) Agent should provide accurate
information about the loan account number and the amount of the EMI outstanding (ii) Agent should not
help the customer for different loan accounts (iii) Agent should ask the customer to select any loan
account number and pay the outstanding amount (iv) Agent should take the payment in his personal
account and later pay it towards the respective loan account number
a) Only (i)
b) Only (iii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.24 During a collection visit the customer says that he has faced a huge loss in business and will not be
able to make the payment. What will the agent suggest the customer in this situation? (i) Agent should
threaten the customer that he will not be able to take any loans in the future (ii) Agent should negotiate
wisely with the customer and provide waiver according the defined limits (iii) Agent should discuss
further about the loss of the customer (iv) Agent should force the customer to make the payment
a) Only (i)
b) Only (ii)
c) Only (iii)
d) Only (iv)

Q.25 During the collection visit, the customer mentions that he will pay the outstanding dues in the next
week. What should the agent do in this situation? (i) Send reminders to the customer on his social media
page (ii) Force the customer to pay in real time (iii) Mark the PTP and call the customer on the promised
day (iv) Mark the PTP date and call the customer daily for reminders
a) Both (i) and (ii)
b) Both (ii) and (iii)
c) Both (iii) and (iv)
d) Only (iii)

Q.26 An agents visits a customer for collections and he aggressively asks the agent about the
consequences of non payment. What will the agent do in this situation? (i) Agent will politely list down
the consequences of nonpayment (ii) Agent will aggressively threaten the customer to make the
payment (iii) Agent will leave immediately (iv) Agent will start abusing the customer
a) Only (i)
b) Both (ii) and (iii)
c) Only (iv)
d) Both (iii) and (iv)

Q.27 As per the interaction with the customer, the agent finds that the customer has only paid only the
principal amount and not the penal charges. How will the agent convey this to the customer? (i) Agent
will ask the customer to pay without any explanation (ii) Agent will explain the importance of paying the
penal charges for receiving the NDC (iii) Agent will suggest the customer to initiate a settlement (iv)
Agent will mark the payment as received
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.28 During a collection visit, the customer gives reference of his friend getting a waiver for his
outstanding dues. What will the agent do to handle this situation? (i) Agent should not share the details
of any customer (ii) Agent will ask for the details of the customer's friends loan (iii) Agent should
provide a waiver to the customer (iv) Agent files a fraudulent complaint against the customer
a) Only (i)
b) Both (ii) and (iii)
c) Only (iv)
d) Both (iii) and (iv)
Q.29 During a collections visit, the customer suggested that his EMI is auto debited every month from his
account. How will the agent handle this situation? (i) Tell the customer that he needs to check with his
bank to confirm debit of EMI (ii) Ask the customer about details of the transaction (iii)Suggest the
customer to sue the bank. (iv) Tell the customer that you will find out from the bank and then call him.
a) Both (i) and (ii)
b) Both (ii) and (iii)
c) Both (i) and (iv)
d) Only (iii)

Q.30 When an agent calls the customer for collections and he threatens to escalate the repetitive calls on
social media. How will the agent handle this situation? (i) Dare the customer to proceed with the
escalation (ii) Call and ask the customer's friends to explain him (iii) Ask for a PTP and assure to stop the
calling till then (iv) Ask the customer to pay in his personal account
a) Only (i)
b) Only (ii)
c) Only (iii)
d) Both (i) and (ii)

Q.31 An agent calls a customer for fixing a meeting for collection of outstanding dues and the customer
mentions that he will pay in cash, but his neighbourhood is not safe and he is not willing to risk his life?
(i) Ask the customer to file a police report (ii) Ask the customer to hire body guards (iii) Ask the
customer to change is neighbourhood (iv) Educate the customer to pay using the digital mode of
payment to pay the outstanding dues
a) Only (i)
b) Only (ii)
c) Only (iii)
d) Only (iv)

Q.32 An agent visits a customer for collections and the customer uses his political influence to threaten
him. What should the agent do? (i) Start abusing the customer (ii) Challenge the customer to do
whatever (iii) Inform your supervisor and take a note of the same (iv) Send goons to do the collection
a) Both (i) and (ii)
b) Only (iii)
c) Both (i) and (iv)
d) Only (iv)

Q.33 An agent is visiting a customer for collections, but the customer is not answering the door in first
instance. What will be the next step of the agent? (i) Wait for the customer to call you (ii) understand
that customer might be busy and visit later (iii) Inform your supervisor and take a note of the same (iv)
Mark the customer as no more
a) Both (i) and (ii)
b) Only (ii)
c) Both (i) and (iii)
d) Only (iii)

Q.34 An agent visits a customer for collections, but the customer is not ready to make the payment after
repetitive attempts. What should be the next step in this situation? (i) Inform your supervisor (ii)
Initiate the process of re-possession (iii) Mark a PTP without asking the customer (iv) Threaten the
customer
a) Only (i)
b) Both (ii) and (iii)
c) Only (iii)
d) Only (iv)

Q.35 An agent visits a customer for collections and finds that the customer is hospitalized. What will the
agent do in this scenario. (i) Call the customer after some days (ii) Softly ask the customer to make the
payment (iii) Ask the customer's relatives to make the payment (iv) Add the outstanding amount to the
hospital bill
a) Only (i)
b) Only (ii)
c) Both (i) and (ii)
d) Both (i) and (iii)

Q.36 During a collection call, the customer is busy and is asking the agent to call after 07:00 PM to guide
him to make the payment. What should the agent do in this case? (i) Call the customer at the time
requested by them and keep a note (ii) Ask the customer to deposit the amount in branch (iii) Ask the
customer to select the time between 08:00 AM to 07:00 PM (iv) Deny the customer
a) Both (i) and (ii)
b) Only (ii)
c) Both (i) and (iii)
d) Only (iii)

Q.37 An agent visits the customer for collections and the customer suggests that he should call his
employer to the outstanding dues. What should the agent do in this situation? (i) Explain the customer
that an agent cannot contact any third party for collections (ii) Call the customer's employer and ask for
the payment (iii) Call the customer's employer and abuse him (iv) Abuse the customer
a) Only (i)
b) Only (ii)
c) Both (i) and (ii)
d) Both (ii) and (iii)

Q.38 An agent visits a customer for collections, but instead finds customer's friend on the door. How
should the agent react to this? (i) Talk about the weather with him (ii) Ask him to pay on behalf of his
friend (iii) Leave a message to receive a call back (iv) Threaten him to bring the customer on line
a) Both (i) and (ii)
b) Only (ii)
c) Only (iii)
d) Both (i) and (iii)

Q.39 During a collections visit, the customer highlights a difference in the amount outstanding. How will
the agent convince the customer? (i) Ask the customer to pay whatever amount he wants (ii) Report the
incident and inform your supervisor (iii) Explain the customer about the charges due to delay in
payment (iv) Force the customer to the amount without any explanation
a) Both (i) and (ii)
b) Only (ii)
c) Both (i) and (iii)
d) Only (iii)

Q.40 A customer has missed their first EMI, how will an agent behave with him during a collections visit?
(i) Aggressive (ii) Abusive (iii) Assertive (iv) Empathetic
a) Only (i)
b) Only (iii)
c) Both (i) and (ii)
d) Both (iii) and (iv)

Q.41 During a collections visit, a customer made the payment but was using abusive language. How will
the agent end this meeting? (i) Thank the customer and leave (ii) Abuse the customer (iii) File a
complaint against the customer (iv) Stay silent and listen to the customer
a) Both (ii) and (iii)
b) Only (i)
c) Both (i) and (iii)
d) Only (iv)

Q.42 During a collection visit, a customer is threatening to defame your institution on social media. How
will an agent handle this customer? (i) Act as per the guidelines and try to calm the customer (ii) Abuse
the customer (iii) File a complaint against the customer (iv) Stay silent and listen to the customer
a) Only (i)
b) Both (i) and (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.43 An agent calls the customer for collections and the customer makes the payment. The customer
requests the agent that he does not want any calls between 01:00 to 03:00 PM. What will the agent do? (i)
Ignore the request as he has already made the payment (ii) Inform the customer that it will not be
possible (iii) Accept the customer's request (iv) Make a note for the next agent informing about the
customer's request
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.44 During a collections visit the customer informs the agent that there was an earthquake in his area
and he has lost his home. How will the agent deal with this situation? (i) Mark PTP for the next week (ii)
Offer financial help to the customer (iii) Provide some breather time to the customer and visit them later
(iv) Inform your superiors and initiate legal action
a) Both (ii) and (iii)
b) Only (i)
c) Only (iii)
d) Only (iv)

Q.45 An agent visits a customer for collections and the customer starts crying because he doesn't have
funds. How will the agent handle this situation? (i) Suggest him to drink water and sleep (ii) Explain him
the impact of not paying dues on time (iii) Leave without saying anything (iv) Visit the customer later
a) Only (i)
b) Both (i) and (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.46 During a collections visit the agent finds that the customer is financially drained as he recently
went through a divorce. What should the agent do? (i) Provide the customer with a lawyer's number (ii)
Explain him that a divorce is not a valid reason for non payment (iii) Offer the customer to make part
payments (iv)Console the customer and talk to him
a) Both (iii) and (iv)
b) Both (ii) and (iii)
c) Only (iii)
d) Only (iv)
Q.47 A customer claims that he was trapped in a financial fraud. How will a collection agent handle this
situation? (i)File a complaint from the customer's side (ii) Explain the impact of non-payment of dues to
the customer (iii) Provide breather time to the customer (iv) Console the customer and talk to him
a) Only (i)
b) Both (i) and (ii)
c) Only (iii)
d) Only (iv)

Q.48 During a collections visit the customer informs the agent that he was stuck in a legal issue and his
banks are frozen. How will an agent handle this situation? (i)File a complaint from the customer's side
(ii) Explain the impact of non-payment of dues to the customer (iii)Inform your manager (iv)Threaten
the customer for another legal action
a) Only (i)
b) Both (ii) and (iii)
c) Only (ii)
d) Both (iii) and (iv)

Q.49 An agent visits a customer for collections and he asks for more time as he is waiting for a payment
from some other means. What will the agent do? (i) Ask the customer to send a written notice (ii) Explain
the impact of non-payment of dues to the customer (iii) Provide breather time to the customer (iv)
Threaten the customer to make the payment
a) Both (i) and (ii)
b) Both (ii) and (iii)
c) Both (i) and (iv)
d) Only (ii)

Q.50 During a collections call the agent finds that the customer is overseas and could not make the
payment due to currency transfer charges. How will the agent handle this situation? (i) Tell the customer
to enjoy his trip and pay whenever (ii) Explain the same to your manager (iii) Ask when the customer is
returning and mark PTP (iv) Ask the customer to transfer the funds despite the charges
a) Only (i)
b) Only (ii)
c) Only (iii)
d) Both (i) and (ii)

Q.51 A customer is asking an agent to become his financial advisor during a collections visit. How will the
agent react to this offer? (i) Deny the customer (ii)Accept customer's offer and charge him for the same
(iii) Leave without saying anything (iv) Explain the customer he cannot ask the agent for any financial
advice
a) Only (i)
b) Only (ii)
c) Only (iii)
d) Only (iv)

Q.52 A customer asks for the due date of the EMI which has been missed during a collections visit. What
answer will the agent give? (i) Inform the customer about his due date (ii) Ask the customer to check his
loan details (iii) Inform the customer that he cannot disclose the details (iv) Re-direct the customer to
the sales department
a) Both (i) and (ii)
b) Only (i)
c) Both (i) and (iv)
d) Only (iv)

Q.53 During a collections visit, the customer says that he will pay later. What should the agent do? (i) Ask
the customer to apply for settlement (ii) Ease the customer and inform that he can pay as per his wish
(iii) Ask for a date and mark PTP (iv) Convince the customer to pay in real time
a) Both (i) and (ii)
b) Only (ii)
c) Both (iii) and (iv)
d) Only (iii)

Q.54 An agent is going to visit a customer who has not paid his due since a long period of time. How will
the agent address the customer at his residence? (i) Politely and respectfully (ii) Aggressively and
Abusively (iii) Aggressive but patiently (iv) Disrespectfully
a) Only (i)
b) Both (ii) and (iii)
c) Only (iii)
d) Only (iv)

Q.55 An agent has called a customer for collection but he is not clearly audible to the agent due to
extreme noise in the background. What will the agent do in this situation? (i) Scream in the customer's
ears (ii) Politely ask him to step away from the noise (iii) Ask the customer to get the hell out of there
(iv) Drop a reminder text on his social media
a) Only (i)
b) Only (ii)
c) Both (i) and (ii)
d) Both (i) and (iii)
Q.56 During a collections visit, the customer is asking about all the available payment options. What
should the agent do? (i) Ask him to check on his own (ii) Tell him to pay only through cash (iii) List all
the available options to pay (iv) Ask the customer to visit the branch and ask them
a) Both (i) and (ii)
b) Only (ii)
c) Both (i) and (iii)
d) Only (iii)

Q.57 During a collections call, the customer is complaining that the agent's voice is muffled and he
cannot understand anything. What will the agent do? (i) Apologize to the customer and talk clearly (ii)
Ignore the customer's request and keep talking (iii) disconnect the call (iv) Drop a text on the customer's
social media page
a) Only (i)
b) Only (ii)
c) Both (i) and (ii)
d) Both (ii) and (iii)

Q.58 An agent has called a customer for collections and he need to cough. What will he do ? (i) Abruptly
cough during the call (ii) Mute the call and then cough (iii) Ask for the customer's permission (iv)
Disconnect the call
a) Both (i) and (ii)
b) Only (ii)
c) Only (iii)
d) Both (i) and (iii)

Q.59 The agent and the customer are negotiating the amount to be paid. What action will the agent take
before leaving the customer's residence? (i) Abruptly leave (ii) Confirm the agreed amount before
leaving (iii) Leave without any confirmation (iv) Confirm the date of payment, not the amount
a) Both (i) and (ii)
b) Only (ii)
c) Both (i) and (iii)
d) Only (iii)

Q.60 During a collections visit, a customer is implying that no one pays the dues on time and why should
he do the same. What will the agent do in this situation? (i) Show the details of other customers (ii) Get
angry on the customer for bringing the topic (iii) Ask him to share the details of the customer who is not
paying (iv) Explain the impact of non payment to the customer
a) Only (i)
b) Both (i) and (ii)
c) Both (iii) and (iv)
d) Only (iv)

Q.61 During a collections visit a customer is very angry and wants to talk to someone else. What will the
agent do in this situation? (i) Politely ask the customer to make the payment (ii) Get angry on the
customer for bringing the topic (iii) Assure the customer that you will guide them properly (iv) Explain
the impact of non payment to the customer
a) Both (ii) and (iii)
b) Only (i)
c) Both (i) and (iii)
d) Only (iv)

Q.62 An agent visits the customer for collections and finds that he has already made payment to
someone, how will the agent deal with this situation? (i) Ask the customer to pay again (ii) Get angry on
the customer for bringing the topic (iii) Ask the customer to get the person on the call and prove it (iv)
Ask the customer to share the receipt number provided after making the payment
a) Only (i)
b) Both (ii) and (iii)
c) Only (iv)
d) Both (iii) and (iv)

Q.63 A customer requests an agent to text him the details of the overdue payment, as he wants to keep a
note of the same. What will the agent do? (i) Deny the customer (ii) Send the details to the customer as
requested, through the organization's official communication desk (iii) Send the details to the customer
as requested, from your personal mobile number (iv) Instruct the customer to note the details on his
own
a) Only (i)
b) Both (i) and (ii)
c) Only (ii)
d) Only (iii)

Q.64 During a collections call the customer says that he will make the payment in cash, but cannot travel
to the branch due to medical reasons. What will the agent do in this situation? (i) Ask the customer to
make the payment through digital mode (ii) Inform your supervisor (iii) Mark PTP (iv) Ask for the
medical certificate of the customer
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.65 During a collections visit, the customer mentions a dispute with the previous agent and is not
willing to make the payment because of the unpleasant experience. How will the agent convince the
customer to make the payment? (i) Apologize for the unpleasant experience (ii) Force the customer to
make the payment (iii) Explain the impact of non payment to the customer (iv) Suggest the customer to
raise an escalation
a) Only (i)
b) Both (i) and (ii)
c) Both (i) and (iii)
d) Both (iii) and (iv)

Q.66 An agent visits a customer who has been sent a legal notice. The customer wants to speak to a
lawyer before making the payment. What will the agent do in this situation? (i) Apologize and deny the
customer (ii) Threaten the customer to initiate another notice (iii) Provide the customer with any
lawyer's number (iv) Explain the customer that payment of the outstanding dues will stop the legal
procedure
a) Both (i) and (ii)
b) Both (i) and (iii)
c) Only (iii)
d) Only (iv)

Q.67 During a collections visit the customer is not able to understand your language. What will the agent
do in this situation? (i) Apologize to the customer and ask someone who is equipped with the customer's
language to do the collections (ii) Try using google translator (iii) Ask the customer to stop acting and
pay the dues (iv) Explain the customer that payment of the outstanding dues will stop the legal
procedure
a) Both (i) and (ii)
b) Only (i)
c) Both (i) and (iii)
d) Only (iii)

Q.68 During a collections visit the customer is expressing his frustration and wants to end the loan. What
will the agent do in this situation? (i) Explain the impact of non payment of dues on time to the customer
(ii) Ignore the customers concern (iii) Inform the customer to apply for settlement (iv) Leave
immediately
a) Only (i)
b) Both (i) and (ii)
c) Both (i) and (iii)
d) Both (iii) and (iv)
Q.69 An agent visits a customer for collections and the customer requests him that he will pay the
amount outstanding on quarterly basis. How will the guide the customer? (i) Explain the impact of non
payment of dues on time to the customer (ii) Make changes in the loan document of the customer (iii)
Inform your supervisor (iv) Tell the customer to make payment without asking/requesting anything
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.70 During a collections visit the customer is asking about his total principal outstanding after payment
of the current EMI. What information will the agent pass to the customer? (i) Provide the customer with
the information requested (ii) Guide the customer to contact the sales department to find the same (iii)
Politely inform the customer that you cannot help them (iv) Explain the customer that you cannot
disclose any details
a) Only (i)
b) Both (ii) and (iii)
c) Both (iii) and (iv)
d) Only (iv)

Q.71 During a collections visit the customer is asking about the total profit the company will make from
the payment of his current EMI. What information will the agent pass to the customer? (i) Provide the
customer with the information requested (ii) Guide the customer to contact the sales department to find
the same (iii) Politely inform the customer that you cannot help them (iv) Explain the customer that you
cannot disclose any details
a) Only (i)
b) Both (ii) and (iii)
c) Both (iii) and (iv)
d) Only (iv)

Q.72 An agent visits a customer for collections where he says that he has paid all his dues, but their last
EMI is pending in the agent's system. What will the agent do in this situation? (i) Talk to your supervisor
about the same (ii) Agree to the customer and write off the remaining amount (iii) Explain the customer
about the last outstanding EMI and the impact of non payment (iv) Force the customer to pay, without
giving any explanation
a) Both (i) and (ii)
b) Only (ii)
c) Both (iii) and (iv)
d) Only (iii)
Q.73 The customer insists an agent to call his manager during a collections visit. How will the agent
handle this situation? (i) Talk to your supervisor about the same (ii) Explain the customer that you are
not allowed to call the manager (iii) Convince the customer that you will be as helpful to the customer
(iv) Deny the customer
a) Both (i) and (ii)
b) Only (ii)
c) Only (iii)
d) Both (iii) and (iv)

Q.74 During a collections visit, the customer mentions that the product is damaged and no use of it for
him. How will the agent handle this situation? (i) Explain the customer that they have to pay the dues
and apply for insurance of the product (if any) (ii) Promise the customer the customer that this will be
his last EMI (iii) Explain the customer to apply for settlement (iv) Tell the customer that he had bad luck
and he will still have to pay for the product
a) Only (i)
b) Both (i) and (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.75 The customer denies the agent to make payment during a collections visit because of an unresolved
dispute. How will the agent collect the payment? (i) Talk to your supervisor about the same (ii) Write off
the outstanding amount as an apology (iii) Explain the customer about the impact of non payment (iv)
Assure the customer to reach to a resolution of the dispute from your end
a) Only (i)
b) Both (i) and (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.76 During a collections call the customer is questioning the legitimacy of the agency. How will the
agent convince the customer? (i) Inform the customer that they were notified about agency on their
registered mobile number (ii) Blame the customer for finding reasons to not pay the dues (iii) Make the
customer talk to your supervisor (iv) Disconnect the call
a) Only (i)
b) Only (ii)
c) Both (i) and (iii)
d) Both (ii) and (iv)

Q.77 When an agent explains the customer about the impact of non-payment of the dues and the
customer ignores him. How will the agent respond in this situation? (i) Politely draw the customer's
attention and explain again (ii) Get angry on the customer for not listening to him (iii) Make the
customer talk to your supervisor (iv) Leave immediately
a) Both (i) and (ii)
b) Only (i)
c) Both (i) and (iii)
d) Both (ii) and (iv)

Q.78 During a collections visit, the customer claims that he was provided an extension for repayment of
his dues. What will the agent do in this situation? (i) Educate the customer about the advantages of
getting an extension for the repayment (ii) Instruct the customer that there is no policy to provide
extensions for the payment of outstanding dues (iii) Explain the impact of non-payment to the customer
(iv) Talk to your supervisor
a) Both (i) and (ii)
b) Only (ii)
c) Only (iii)
d) Both (iii) and (iv)

Q.79 A customer is disappointed with the extra charges imposed on him due to delay in the payment and
is angry on the collections agent. How will the agent handle this situation? (i) Inform the customer to pay
the amount without any justification (ii) Educate the customer about charges implied and further impact
of non payment of the dues (iii) Ask your manager to convince the customer (iv) Leave without saying
anything
a) Both (i) and (ii)
b) Only (ii)
c) Only (iii)
d) Both (iii) and (iv)

Q.80 When an agent visits the customer for collections, he asks the agent to help him with share market
so that he can earn more and pay all his dues. What will the agent do in this situation? (i) Deny the
customer (ii) Help the customer in understanding the share market (iii) Explain the customer the risk of
dealing with share market (iv) Explain the customer that he cannot advice them on and the impact of
non payment of dues
a) Only (i)
b) Both (ii) and (iii)
c) Both (iii) and (iv)
d) Only (iv)

Q.81 During a collections visit the customer mentions that are going through a financial strain due to
unexpected tuition expenses of his child. How will the agent convince this customer to make payment?
(i) Explain the customer the impact of non payment of the dues (ii) Provide a waiver to the customer (iii)
Suggest the customer to apply for a settlement (iv) Force the customer to make the payment
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.82 An agent visits a customer who states that he is relocating to some other city and hence can not the
make the payment due to insufficient funds. How will the agent convince the customer to pay the dues?
(i)Provide a waiver to the customer (ii) Explain the customer the impact of non payment of the dues (iii)
Suggest the customer to apply for a settlement (iv) Force the customer to make the payment
a) Both (i) and (ii)
b) Only (ii)
c) Only (iii)
d) Both (i) and (iv)

Q.83 During a collections visit the customer mentions that he tried making the payment through digital
channel, but could not understand the procedure and did not make the payment. How will an agent
handle this situation? (i) Ask the customer to pay in your personal account (ii) Argue with the customer
for giving unnecessary reason for the non payment of outstanding dues (iii) Guide the customer to make
the payment through the digital channel (iv) Advise the customer to pay in cash, there is no need to
understand any channel
a) Both (i) and (ii)
b) Both (ii) and (iii)
c) Both (iii) and (iv)
d) Only (iii)

Q.84 A customer informs about a theft at his residence as a reason for non payment of his dues to the
collections agent. How will the agent guide this customer? (i) Ask the customer to pay anyways (ii) Ask
your supervisor (iii) Provide breather time to the customer and ask for PTP (iv) Mark PTP without
consulting the customer
a) Both (i) and (ii)
b) Both (ii) and (iii)
c) Only (iii)
d) Both (iii) and (iv)

Q.85 An agent is visiting a customer for collections and finds that the address mentioned in the
documents belongs to someone else. What will the agent do in this situation? (i) Ask them if they know
the customer and request to provide the correct address' (ii) Initiate a legal action towards the customer
(iii) Inform your supervisor and write-off the outstanding amount (iv) Ask them to make the payment as
the registered address is theirs
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.86 A customer mentions that he is waiting for a insurance claim to pass and once received he will pay
the outstanding dues. How will a collections agent convince this customer to make the payment? (i)
Force the customer to pay immediately (ii) Ask the customer to raise a dispute (iii) Provide a waiver to
the customer (iv) Explain the importance of paying the dues on time
a) Only (i)
b) Both (ii) and (iii)
c) Only (iii)
d) Only (iv)

Q.87 During a collections visit, the customer says that the loan was taken by his friend and advices the
agent to call him instead. What will the agent do in this situation? (i) Do as the customer requests and
call his friend (ii) Explain the customer that the loan is on his name and hence it is important to make
timely payments (iii) Ask the customer to do a conference call with his friend (iv) Force the customer to
pay immediately and then deal with his friend
a) Both (i) and (ii)
b) Only (ii)
c) Both (iii) and (iv)
d) Only (iv)

Q.88 A customer explains about his secretary running away with the amount which was supposed to be
deposited against his loan. How will the agent handle this situation? (i) Explain the customer about the
impact of non payment of dues on time (ii) Explain the customer to be calm and wait for the secretary
(iii) Request the customer to share the complaint filed against the secretary (iv) Request the customer to
share a proof of handing the money to the secretary
a) Only (i)
b) Both (ii) and (iii)
c) Both (iii) and (iv)
d) Only (iv)

Q.89 During a collections visit the customer whines about the decrease in sales for his shop and not
having enough funds to pay the outstanding dues. How will the agent handle this situation? (i) Talk to
your manager about the same (ii) Advice the customer to opt for settlement (iii) Explain the impact of
non payment of dues on time (iv) Provide tips to increase the sales
a) Both (i) and (ii)
b) Only (ii)
c) Only (iii)
d) Both (i) and (iv)

Q.90 A customer mentions that he is waiting for an angle investor for his start-up during a collections
visit. How will the agent recover the outstanding amount in this situation? (i) Help the customer in
finding an angle investor (ii) Educate the customer that loans and business are different (iii) Inform your
supervisor about the same (iv) Explain the importance of timely repayment to the customer
a) Only (i)
b) Both (ii) and (iii)
c) Both (iii) and (iv)
d) Only (iv)

Q.91 During a collections visit the customer mentions that he is involved in a big business merger and
will pay the outstanding amount after the completion of the merger. How will the agent collect from this
customer? (i) Explain the impact of non payment to the customer (ii) Ask for the merger date and mark
PTP (iii) Force the customer to pay in real-time (iv)Leave and mark PTP
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.92 During a collections visit the customer is not ready to pay the EMI as he does not agree with the
interest rates in the loan agreement. How will the agent deal with this customer? (i) Ask the customer to
send the revised loan agreement (ii) Ask the customer to pay anyways (iii) Explain the impact of non
payment to the customer (iv) Explain the customer that now he is trapped and there is no other option
a) Both (i) and (ii)
b) Only (ii)
c) Only (iii)
d) Both (i) and (iv)

Q.93 A customer mentions during a collection visit that the loan was borrowed by the organisation he
used to work for and is no longer attached to them. How will the collections agent deal with this
situation? (i) Ask the customer to provide the organisation's number (ii) Ask the customer to pay
anyways (iii) Explain the impact of non payment to the customer (iv) Explain the customer that now he is
trapped and there is no other option
a) Only (i)
b) Both (ii) and (iii)
c) Only (iii)
d) Only (iv)

Q.94 During a collections visit the customer explains that he was blessed with a baby and incurred
unexpected expenses leading to non payment of the dues. How will the agent do recovery in this
situation? (i) Ask the customer to send sweets (ii) Ask the customer to save more (iii) Explain the impact
of non payment to the customer and offer payment arrangements (iv) Explain the customer that he
should initiate settlement
a) Both (i) and (ii)
b) Both (ii) and (iii)
c) Both (iii) and (iv)
d) Only (iii)

Q.95 During a collections visit the customer is complaining about his bank not processing the autodebit
since long time. How will the agent guide this customer? (i) Ignore the customer's complaint (ii) Advice
the customer to call his bank and sort this issue (iii) Ask your supervisor to talk to the bank (iv) Advice
the customer to change the bank
a) Both (i) and (ii)
b) Only (ii)
c) Only (iii)
d) Both (i) and (iv)

Q.96 A customer is requesting the agent to visit after 8pm. What will the customer do in this situation?
(i) Inform about the RBI Guidelines to the customer and insist to meet in the real time (ii) Do as the
customer requests and keep of note of it (iii) Get irritated with the customer to mention this (iv) Advice
the customer call him on his personal number
a) Both (i) and (ii)
b) Only (ii)
c) Only (iii)
d) Both (i) and (iv)

Q.97 An agent is visiting a customer whose account is overdue for the third time. The customer says he is
busy and will contact his lawyer to make the payment in a week. What will the agent do in this situation?
(i) The agent will politely remind the customer about his previous PTP stating that he will make the
payment in this week (ii) The agent will forcefully ask him to make the payment (iii) The agent warn the
customer about inclusion of third party and its consequences (iv) The agent will ask for his supervisors
advice
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.98 A customer asks for a breather period for payment of the outstanding dues without mentioning any
reason for the delay. What will the agent do in this situation? (i) Insist the customer to give a reason for
non payment (ii) Ask the customer for a time line and mark PTP (iii) Explain the impact of non payment
of dues to the customer (iv) Talk to your supervisor
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.99 An agent has to visit a customer who is not paying dues from a long time. One of his friend works in
the police and offers to help. What will the agent do in this situation? (i) Take his help and visit the
customer with him (ii) Ask him to call the customer and threaten him before your visit (iii) Ask him to
pay a visit to the customer alone and threaten him (iv) Stick to the guidelines, and do not give customer
information to a third party
a) Only (i)
b) Both (ii) and (iii)
c) Only (iii)
d) Only (iv)

Q.100 The customer is explaining the reason of non payment of dues during the collections visit. How
should the agent behave at this time? (i) Ignore the customer (ii) Carefully listen to the customer and
understand the situation (iii) Ak your supervisor to listen (iv) Record the conversation and initiate a
legal action
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.101 A customer is abusive during a collections call and is threatening to escalate the repeated calls.
How will the agent dodge this situation? (i) Ignore the customer's threats (ii) Patiently explain the
customer the importance of timely payment of dues (iii) Disconnect the call (iv) Record the call and
initiate a legal action towards the customer
a) Both (i) and (ii)
b) Only (ii)
c) Only (iii)
d) Both (i) and (iv)
Q.102 During a collections visit the customer mentions that he is expecting a child in the coming month
and saving for any emergency and thus did not pay the outstanding dues. How will the agent handle this
situation? (i) Ignore the customer (ii) Explain the customer the importance of timely payment of dues
(iii) Understand the problem and ask the customer to take care (iv) Inform your supervisor
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.103 During a collections visit, the agent is pressuring the customer to make the payment and the
customer is threatening to escalate this case. What should the agent do to avoid this situation? (i)
Patiently explain the customer the importance of timely payment of dues (ii) Apologize to the customer
(iii) Leave immediately (iv) Record the call and send it to your supervisor
a) Both (i) and (ii)
b) Only (i)
c) Only (iii)
d) Both (i) and (iv)

Q.104 A customer explains the collections agent about cancellation of his scholarship program and lack
of funds to pay the dues. How will the agent guide this customer? (i) Ask the customer to focus on the
studies (ii) Explain the impact of non payment of dues to the customer (iii) Ask him to call your
supervisor (iv) Ask the customer to initiate a legal action
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.105 During a collection call the customer claims that they are waiting for someone to visit them and
collect the cash as per their request. What will the agent do in this situation? (i) Agree to the customer
and disconnect the call (ii) Patiently explain the customer the importance of timely payment of dues (iii)
Ask for more details (iv) Explain the customer to make the payment digitally and not wait for anyone
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (ii) and (iv)

Q.106 During a collections visit the customer blames the organization and claims that he lost funds in the
market by investing in the lending organization and will not pay the dues to cover his loss. How will the
agent handle this situation? (i) Threaten the customer to make the payment (ii) Apologize to the
customer and write off his over dues (iii) Explain the customer the impact of non payment of dues (iv)
Explain the customer to not invest in the share market
a) Both (i) and (ii)
b) Only (i)
c) Only (iii)
d) Both (i) and (iv)

Q.107 During a collections visit the customer requests the agent to tell him the principal amount and the
interest charged for the pending EMI. How will the customer revert to this request? (i) Mark PTP and
leave (ii) Patiently ask the customer to make the payment without asking any questions (iii) Explain the
amount and its bifurcation as per the customer's request (iv) Deny the customer
a) Only (i)
b) Both (ii) and (iii)
c) Only (iii)
d) Only (iv)

Q.108 An elderly customer explains the collections agent about his niece handling all the finances for
him and she is sick. How will the agent react in this situation? (i) Wish health to his niece (ii) Patiently
ask the customer when can he call back and mark a PTP (iii) Ask the customer to make the payment in
any ways (iv) Ask the customer to take care and write off the amount as goodwill
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.109 A collections call is picked up by a child and he starts to recite a poem to the agent. The customer
takes the phone and apologises for the behaviour. How will the agent react in this situation? (i) Accept
the apology and continue with the collections (ii) Be angry on the customer (iii) Abuse the customer and
disconnect the call (iv) Record the call and initiate a legal action towards the customer
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.110 A customer is directly ordering the agent to initiate a settlement during the collections visit. How
will the agent react in this situation? (i) Politely ask the customer to keep quiet (ii) Politely ask the
customer to mention the reason (iii) Inform the customer about the waiver which can be provided (iv)
Inform the customer that he will not be able to settle this loan
a) Both (i) and (ii)
b) Only (ii)
c) Only (iii)
d) Both (i) and (iv)

Q.111 An agent calls a customer at 6:45 for collections, but the customer picks the call and angrily says
that I have specifically told you not to call me between 6to7pm, Why did you still call me? What will the
agent do in this situation? (i) Ignore the angry customer and disconnect the call (ii) Apologize to the
customer and call back after 7pm (iii) Threaten the customer to make the payment (iv) Record the call
and initiate a legal action towards the customer for behaving aggressively
a) Both (i) and (ii)
b) Only (ii)
c) Only (iii)
d) Both (i) and (iv)

Q.112 The customer mentions that he mistakenly paid twice for his other loan and missed the one for
which the agent is visiting. What solution will the agent bring out for this situation? (i) Explain the
customer the impact of non payment of dues on time to the customer (ii) Understand the customers
situation and apologize (iii) Ask the customer to make double payment for this loan as well (iv) Explain
the customer that the double payment will be tallied in the next month of the same loan
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.113 During a collections visit, the customer asks if he can make the payment in parts. What will the
agent suggest to the customer in this situation? (i) Accept the customer's request and explain the process
of part payment (ii) Deny the customer (iii) Ask your supervisor (iv) Ask the customer to make full
payment he when he has enough funds and not before that
a) Only (i)
b) Both (ii) and (iii)
c) Both (iii) and (iv)
d) Only (iv)

Q.114 An agent has to visit a customer who is not paying dues from a long time. One of his friends have a
strong political influence in the area and offers to help. What will the agent do in this situation? (i) Take
his help and take him along while visiting the customer (ii) Ask him to call the customer and threaten
him before your visit (iii) Ask him to pay a visit to the customer and threaten him (iv) Stick to the
guidelines, and do not give customer information to a third party
a) Only (i)
b) Both (ii) and (iii)
c) Only (iii)
d) Only (iv)

Q.115 During a collections call, the customer mentions that he submitted an advance cheque in the bank
and it got rejected due to some reasons. The customer is out of station and will not be able to take any
action. How will the agent deal with the customer in such scenario? (i) Ask the customer about his return
date and mark PTP accordingly (ii) Ask the customer to call a relative and tell them to make the payment
(iii) Ask him to pay immediately (iv) Offer the customer to pay on his behalf
a) Only (i)
b) Both (ii) and (iii)
c) Only (iii)
d) Only (iv)

Q.116 A Customer gets angry in the beginning of a collections call stating that the agent has no right to
record the calls where his financials are being discussed. How will the agent handle this situation? (i)
Disconnect the call (ii) Explain him the importance of recording the call and assure him about keeping
his financial status confidential (iii) Call him from your personal mobile number (iv) Inform your
supervisor about it
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.117 A customer is continuously disconnecting the collections call. What will be the next action taken
by the agent? (i) Call him later (ii) Mark PTP without communicating with the customer (iii) Leave a
message on his social media page (iv) Call his immediate family and threaten them
a) Only (i)
b) Both (ii) and (iii)
c) Both (iii) and (iv)
d) Only (iv)

Q.118 During a collections visit the customer claims that he is a police officer and threaten the agent.
How will the agent respond to this threat? (i) Respect him and offer the concession (ii) Explain him the
importance of timely payment of dues (iii) Abuse him and leave (iv) Call to your supervisor
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)
Q.119 An agent visits a customer and finds that he is his friend. The customer is asking for some
concession for the amount outstanding for the sake of his friendship. How will the agent handle this
situation? (i) Respect the friendship and offer the concession (ii) Explain him the importance of timely
payment of dues (iii) Ask him to talk to your supervisor (iv) Offer to pay on his behalf
a) Both (i) and (ii)
b) Only (ii)
c) Only (iii)
d) Both (i) and (iv)

Q.120 A customer mentions that he misbalanced his financial planning and needs more time to make the
payment of the outstanding dues. How will the agent handle this situation? (i) Ask the customer and
mark PTP accordingly (ii) Ask the customer to call a relative and tell them to make the payment (iii) Ask
him to pay immediately (iv) Offer the customer to pay on his behalf
a) Only (i)
b) Both (ii) and (iii)
c) Only (iii)
d) Only (iv)

Q.121 During a collections visit, a customer requests the agent to provide him the details of his last
payment towards the loan. What will be the correct response to this request? (i) Ask the customer to
check his bank statement (ii) Advice the customer to remember important details (iii) Share the
Statement of Account of the loan with the customer (iv) Ignore the customer request and insist him to
make the payment
a) Both (i) and (ii)
b) Both (ii) and (iii)
c) Only (iii)
d) Only (iv)

Q.122 A customer has paid only the interest amount and the principal is still outstanding. How will the
collections agent recover the principal amount from the customer? (i) Explain the customer about the
outstanding principal (ii) Explain the impact of non payment to the customer (iii) Explain the customer
to pay the principal amount altogether to avoid any confusion in the future (iv) Don't explain anything to
the customer and ask him to make the payment
a) Only (i)
b) Both (i) and (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.123 During a collections visit, the agent finds that the customer is a minor and their guardian is not
available. What will the agent do in this situation? (i) Advice the customer to make the payment anyhow
(ii) Visit later when the guardian is available (iii) Mark PTP without the customer's consent (iv)
Immediately leave without bothering the customer
a) Both (i) and (ii)
b) Only (i)
c) Only (ii)
d) Both (iii) and (iv)

Q.124 A customer asks the agent to keep his jewellery as a security for the repayment of his outstanding
dues. What will the agent do in this situation? (i) Deny the customer rudely (ii) Explain the importance of
timely repayment of dues to the customer (iii) Explain that he cannot accept any securities from the
customer (iv) Ask the customer to sell the gold and make the payment
a) Only (i)
b) Both (i) and (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.125 During a collections visit, the customer requests the agent to help him initiate the service of
autodebit of the EMI from his bank account. What will be the correct way to help the customer in this
situation? (i) Advice the customer to connect with the bank, only they can help him (ii) Connect with the
customer's bank and raise a request for auto-debit on his behalf (iii) Explain the customer about the
steps to initiate auto-debit feature for the payment of dues (iv) Share your supervisor's number and ask
the customer to connect with them
a) Both (i) and (ii)
b) Both (ii) and (iii)
c) Both (iii) and (iv)
d) Only (iii)

Q.126 An agent finds that the customer is feeling threatened because of a legal notice sent to him for his
outstanding dues and thinks that he will be sentenced. How will the agent handle this situation? (i)
Explain the purpose of the legal notice to the customer (ii) Explain the importance of timely repayment
of dues to the customer (iii) Threaten the customer with fake consequences (iv) Ask the customer to hire
a lawyer
a) Both (i) and (ii)
b) Both (ii) and (iii)
c) Only (iii)
d) Both (iii) and (iv)

Q.127 A customer explains that he has declared bankruptcy and does not have enough funds to pay the
outstanding dues. What is the correct way to deal with this situation? (i) Explain the importance of
keeping balance in the bank account of the customer (ii) Explain the customer about making partial
payments (iii) Talk to your supervisor about it (iv) Ask the customer to hire a lawyer
a) Both (i) and (ii)
b) Both (ii) and (iii)
c) Only (iii)
d) Both (iii) and (iv)

Q.128 During a collections visit the customer claims that the product is stolen and thus, he will not pay
the EMI. How will the agent handle this situation? (i) Explain the customer that there is no relation
between the product and the loan (ii) Explain the customer to ask the Product Company to pay his EMI
(iii) Write off the customer's loan and inform your supervisor about the same (iv) Ask the customer to
hire a detective to find the product
a) Both (i) and (ii)
b) Only (i)
c) Only (iii)
d) Both (ii) and (iii)

Q.129 A customer requests the collection agent to explain all the available channels of payment from
which he can choose. Which of the following is the correct way help the customer? (i) Inform the
customer about the available options as requested (ii) Politely deny the customer (iii) Explain only one
mode and guide the customer to use it (iv) Ask the customer to call on his personal number and
understand all the available payment channels to make the payment
a) Only (i)
b) Both (i) and (ii)
c) Only (iii)
d) Both (iii) and (iv)

Q.130 During a collections visit, the customer requests the agent to guide him in changing his bank
account. How should the agent react in this situation? (i) Deny the customer (ii) Explain the process as
requested by the customer (iii) Ask the customer to call your supervisor (iv) Advice the customer to not
change his bank account
a) Only (i)
b) Both (i) and (ii)
c) Only (ii)
d) Both (iii) and (iv)

Q.131 An agent visits a customer for collections and his secretary is available. How much information
about the customer's loan should the agent provide? (i) Leave a message for the customer to call you. (ii)
Ask the secretary to make the payment (iii) Complaint about the irregular repayments of the customer
(iv) Immediately leave
a) Only (i)
b) Both (i) and (ii)
c) Only (ii)
d) Both (iii) and (iv)

Q.132 During a collections visit the customer explains that he recently lost his job and does not have
enough funds to make the payment. How will the agent deal with the customer in this scenario? (i)
Explain the option of partial payment to the customer (ii) Explain the importance of timely repayment of
dues to the customer (iii) Explain the customer to find a new job (iv) Suggest the customer to sue his old
organisation
a) Both (i) and (ii)
b) Only (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.133 A customer is not able to understand the actual month of his missed EMI and is asking the agent to
explain. Which of the following is the correct way to explain the customer? (i) Explain the customer
about the due dates as per his request (ii) Explain the customer to check his bank statement and figure it
out (iii) Share your supervisor's number and ask the customer to call him (iv) Deny the customer
a) Only (i)
b) Both (i) and (ii)
c) Only (iii)
d) Both (iii) and (iv)

Q.134 A customer explains the collection agent during a call that he is in a remote location and has no
access to internet. He will make the payment once he is back. What action will the agent take in this
situation? (i) Ask the customer to ask his relatives to make the payment (ii) Ask the customer when he
will be back and mark PTP (iii) Mark PTP without asking the customer (iv) Make the payment on
customer's behalf and collect it later
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.135 A customer claims that he is a relative of the CEO of the organization and thus his loans should be
written off. How will the agent deal with this situation? (i) Ignore what the customer is saying and ask
him to pay (ii) Do as the customer says and write off the loan (iii) Explain the importance of timely
repayment of dues to the customer (iv) Ask for your supervisor's advice
a) Only (i)
b) Both (i) and (ii)
c) Only (iii)
d) Both (iii) and (iv)

Q.136 During a collections visit the customer explains that his salary was put on hold due to some
internal disputes and he will not be able to pay the EMI. How will the agent handle this situation? (i)
Explain the option of partial payment to the customer (ii) Explain the importance of timely repayment of
dues to the customer (iii) Threaten the customer with fake consequences (iv) Understand the customer's
problem and offer a waiver
a) Both (i) and (ii)
b) Only (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.137 As soon as the agent enters the customer's residence for collections, he threatens the customer to
file a police compliant against the agent for harassing him. What action will the agent take in this
situation? (i) Immediately leave (ii) Patiently explain the importance of timely repayment of dues to the
customer and apologize (iii) Threaten the customer with consequences of his actions/words (iv) Inform
your supervisor about it
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.138 A customer requests the agent to make the payment of dues on his behalf and he will pay the agent
later. How will the agent respond to the customer? (i) Agree to the customer and pay (ii) Aggressively
deny the customer (iii) Ask the customer to contact his supervisor (iv) Explain the importance of timely
repayment of the loan from their own account to the customer
a) Only (i)
b) Both (i) and (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.139 An agent calls a customer for collections but the customer is busy and request the agent to share
his personal number for a call back. What will the agent do in this situation? (i) Ask the customer to
connect on social media (ii) Inform him that you will call him back when he will be available and note the
time (iii) Ask the customer to pay in real time (iv) Exchange numbers with the customer
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)
Q.140 A customer asks the agent to call his secretary for the payment of outstanding dues. What will the
agent do in this situation? (i) Explain the customer that he cannot contact any third party (ii) Deny the
customer without any explanation (iii) Ask to customer make the payment on his own (iv) Do as the
customer suggests and call his secretary
a) Only (i)
b) Both (i) and (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.141 A customer explains the collection agent during a visit that he will receive his salary after one
week. What will be the correct action taken by the agent in this situation? (i) Threaten the customer
about the consequences of non payment of the dues (ii) Understand the customer's situation and mark
PTP as per his consent (iii) Understand the customer's situation and mark PTP without his consent (iv)
Offer to pay on customer's behalf
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.142 During a collections visit, the customer requests the agent to help him with the process of re
negotiating the terms of the loan agreement and increase its tenure. How will the agent handle this
situation? (i) Inform the customer that he is not allowed to make any changes in the loan agreement (ii)
Inform the customer to contact their respective bank for it (iii) Rudely deny the customer (iv) Explain
the procedure of changing the loan agreement as per the customer's request
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.143 An agent visits a female customer and she is behaving very rudely during the meeting. How should
the agent behave with this customer? (i) Handle the female customer patiently and do not conduct the
recovery (ii) Handle the female customer patiently and do the recovery (iii) Handle the female customer
like any other customer and do the recovery (iv) Threaten the female customer and do the recovery
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Only (iv)
Q.144 An agent visits a customer for collections and the customer is abusive and not ready to pay the
dues. What will the agent do in this situation? (i) Abuse the customer and leave (ii) File a police
compliant against the customer (iii) Inform your supervisor (iv) Warn the customer to use professional
language and leave
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Both (iii) and (iv)

Q.145 A customer is very happy with the collections and asks for the agent's social media to appreciate
him. What will the agent do in this situation? (i) Share social media details with the customer (ii) Share
this with your supervisor as this can be a trap (iii) Explain the customer that he cannot connect with him
as per the guidelines (iv) Ask for the customer's number instead and text him the details
a) Only (i)
b) Both (i) and (ii)
c) Only (iii)
d) Both (iii) and (iv)

Q.146 During a collections visit the customer is not willing to make the payment and wants to raise a
dispute because of his previous collections experience. What will the agent do to handle this situation?
(i) Explain the customer that he is not allowed to raise any dispute (ii) Abuse the customer and leave (iii)
Calmly explain the customer that he cannot raise a dispute until he makes the payment (iv) Calmly listen
to the customer's complain and provide possible resolution
a) Only (i)
b) Both (i) and (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.147 During a collections visit, the customer mentions that he has been very busy and hence not made
the payment. What will the agent do in this situation? (i) Explain the impact of non payment of dues on
time (ii) Understand that the customer is busy and visit later (iii) Aggressively ask the customer to pay
immediately without any delay (iv) Inform your supervisor
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.148 An elderly customer claims during a collections visit that his son has already made the payment.
How will the agent handle this situation? (i) Ask the customer to make the outstanding payment
immediately (ii) Calmly ask the customer to recheck with his son and give the receipt number or
transaction id for the payment (iii) Do not bother the elderly customer and call his son for collections
(iv) Inform your supervisor about the incident
a) Both (i) and (ii)
b) Only (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.149 During a collections visit the customer promises to pay the outstanding amount after 10 days but
is denying to mention the reason. What should the agent do in this situation? (i) Insist the customer to
share the reason (ii) Inform your supervisor about it (iii) Threaten the customer to make the payment
immediately (iv) Agree to the customer and mark PTP
a) Only (i)
b) Both (i) and (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.150 A customer explains the collection agent that he is waiting for some of his bills to pass and will pay
as soon as they are cleared. What will the agent do in this situation? (i) Explain the customer to be
careful about his billings (ii) Threaten the customer to pay immediately (iii) Explain the impact of non
payment of dues on time (iv) Offer to pay on his behalf
a) Only (i)
b) Both (i) and (ii)
c) Only (iii)
d) Both (iii) and (iv)

Q.151 An elderly customer asks the collections agent to call his son for the collections as he maintains all
his accounts. What will the agent do in this situation? (i) Patiently explain the customer that he cannot
contact any third party for collections (ii) Patiently deny the customer's request (iii) Take your
supervisor's advise (iv) Do as the customer says and call his son for collections
a) Only (i)
b) Both (i) and (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.152 An agent visits a customer for collections and finds about the sad demise of his wife. What should
the agent do in this situation? (i) Ask the customer to make the payment (ii) Immediately leave (iii) Ask
the customer to provide a PTP (iv) Show empathy to the customer and call back after a few days
a) Both (i) and (ii)
b) Only (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.153 An agent calls a customer for collections and the customer is checking if the call is made from a
recorded line or not. What should be the correct response to this question? (i) The agent should inform
the customer that he should not ask this type of questions (ii) The agent should inform the customer that
the line is recorded as per the guidelines (iii) The agent should immediately disconnect the call (iv) The
agent should immediately inform his manager
a) Only (i)
b) Only (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.154 A customer asks about the consequences/impact of non payment of dues to the agent during a
collections visit. Which of the following will be the appropriate response given by the agent? (i) Explain
the customer that he has no right to get this information (ii) Explain the customer that they will have to
contact their respective banks for this information (iii) Explain the impact of non payment to the
customer as per their request (iv) Threaten the customer with fake consequences
a) Only (i)
b) Both (i) and (ii)
c) Only (iii)
d) Both (iii) and (iv)

Q.155 During a collections visit the customer requests to re-negotiate the settlement amount as he does
not have sufficient funds. How will the agent handle this situation? (i) Explain to the customer that the
settlement agreement can not be revised (ii) Aggressively deny the customer (iii) Threaten the customer
to pay the full amount immediately (iv) Agree to the customer's request and change the settlement
a) Only (i)
b) Both (i) and (ii)
c) Both (ii) and (iii)
d) Only (iv)

Q.156 A customer mentions during a collections visit that his son went through a surgery and because of
the increase in the expenses he does not have enough funds to pay the outstanding amount. How will the
agent handle this situation? (i) Threaten the customer about the consequences of non payment of dues
(ii) Inform the customer to take care of his son and not worry about the dues (iii) Explain the importance
of timely payment and offer ways to make partial payment (iv) Force the customer to pay immediately
a) Both (i) and (ii)
b) Both (i) and (iii)
c) Only (iii)
d) Only (iv)

Q.157 An agent visits a customer's office for collections and meets one of customer's office colleague.
How much information should the agent reveal in this scenario? (i) Share information about the loan
and the outstanding amount (ii) Complaint about the irregular repayments of the customer (iii) Leave a
message for the customer to call back with minimum information (iv) Immediately disconnect the call
and do not share any information
a) Both (i) and (ii)
b) Only (i)
c) Only (ii)
d) Only (iii)

Q.158 A customer is driving when the collections agent call his for collection. What will the agent do in
this situation? (i) Ask the customer to stop driving and talk to the agent (ii) Call back after sometime (iii)
Ask the customer to make the payment immediately (iv) No matter what the customer is doing, the agent
should only focus on the collections
a) Only (i)
b) Only (ii)
c) Both (i) and (iii)
d) Only (iv)