INSTITUTE OF BANKING STUDIES (IBS)

1 IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644

TEST – 3
1. The usual form of contract of Agency is by way of a :
a) Indemnity bond b) Guarantee bond
c) Power of Attorney d) Any of these

2. An agent is a person employed to do any act for another person or to represent

another person in dealings withsome third person. The person for whom such act
is done, or who is represented is called the :
a) Debtor b) Principal
c) Trustee d) Guarantor

3. One of the following methods is not used, at large, by the collection agents to
collect dues
a) Contact through phone b) Letters
c) Filing suit d) Direct contact by visit

4. In a contract of Agency, a minor can be a

a) Principal b) Agent
c) Either or both (a) and (b) d) Neither (a) nor (b)

5. __________consideration is necessary to create an Agency

a) No b) Adequate
c) Valid d) Minimum

6. The authority of an Agent may be expressed or implied An authority is said to

be expressed when it is
a) To be inferred from the circumstances of the case
b) Given by words spoken or written
c) Both (a) & (b) d) Neither (a) nor (b)
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INSTITUTE OF BANKING STUDIES (IBS)

IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644
 INSTITUTE OF BANKING STUDIES (IBS)

1 IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644

7. Banks are advised that they should preferably use the forum of LokAdalats for
recovery of personal loan, creditcard loan or housing loan. The monetary ceiling
of amount for settlement through Lok Adalat is presently Rupees

a) 10 lakhs b) 15 lakhs
c) 20 lakhs d) No ceiling

8. As per the guidelines, normally the bank’s representative will contact the
borrowers between
a) 6.00 am and 6.00 pm b) 7.00am and 7.00 pm
c) 8.00 am and 7.00 pm d) 7.00 am and 6.00 pm

9. Out of the following general guidelines, one is not true. Identify the incorrect
one
a) The customer would be contacted ordinarily at the place of his/ her choice
b) Borrower’s request to avoid calls at a particular time or place need not be
honoured
c) Inappropriate occasions such as bereavement in the family or such other
calamitous occasions will be avoided
for making calls/ visits to collect dues
d) The bank will document the efforts made for the recovery of dues
.

10. According to the Code of Conduct for DRAs of Banks, general guidelines are
issued. One such guideline given
below is not true. Identify the false statement.
a) The DRA must identify himself/ herself as a representative of the Bank.
b) DRA should, as far as possible, use the language which the customer is
comfortable with
c) Customers are to be treated with dignity
d) Collection staff/ Agent may also use unacceptable language if the other party
resorts to such abuse orrudeness DRA shall endeavor to were customers’ queries
and render assistance to resolve issues
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INSTITUTE OF BANKING STUDIES (IBS)

IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644
 INSTITUTE OF BANKING STUDIES (IBS)

1 IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644

11. The following are essential but ancillary to the core function of a DRA, with
one exception. Identify the exception
a) Remitting the collected funds to the principal
b) Processing new loan applications
c) Keeping account of the receivables collected and yet to be collected
d) Reporting the position and developments to the principal

12. The DRA is legally authorized to collect the specified receivables from the
borrower on behalf of the lending bankin terms of the
a) Loan agreement b) Debt Collection Agency Agreement
c) Both (a) and (b) d) Neither (a) nor (b)

13. One of the following statements on book keeping by DRA is not true. Find out
the false statement:
a) Normally, an agent can adjust his dues on account of fee against the recoveries
made on behalf of the Bank,in any loan account.
b) Ledger account of each debtor shall be maintained, and it can be maintained in
the computer also.
c) All collections/ recoveries should be remitted to the Bank
d) Record of amounts remitted to the bank out of the collections should be kept
debtor-wise.

14. The minimum requirements of book-keeping for a recovery agent include

a) List of debtors received from the principal b) List of receivables to the principal
c) Ledger account of each borrower d) Copies of loan agreements
e) All the above

15. The account statement furnished by the DRA to the principal would normally
show debtor-wise :
a) Dues receivable b) Amount collected and remitted
c) Balance yet to be collected d) All the above
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INSTITUTE OF BANKING STUDIES (IBS)

IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644
 INSTITUTE OF BANKING STUDIES (IBS)

1 IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644

16. Any amount due to the Bank under any credit facility is said to be ……….., if it
is not paid on the due date fixedby the Bank :
a) Non Performing Asset b) Overdue
c) Out of Order d) Adhoc

17. A credit card account will be treated as NPA, if the Minimum Amount Due is
not fully paid within 90 days from the

a) Statement Date b) First day of the next calendar month

c) Next statement Date d) Last day of the next month.

18. In case of interest payments, the account shall be classified as NPA only if the
interest due and charged duringthe quarter is not serviced fully within 90 days
from the :

a) End of the quarter b) Date of debiting the interest

c) Beginning of the next quarter d) Date of the Balance Sheet

19. Which of the following types of advances need not be classified as NPA, even
if the principal/ interest remain
unpaid for a period of more than 90 days :

a) Housing Loan b) Education Loan

c) Overdraft/ Cash credit d) Loan against Life Insurance Policy

20. RBI has advised that before a loan account turns into NPA, banks are required
to identify stress in the account
by creating a sub-category called

a) New NPA b) Special Mention Account (SMA)

c) Out of Order account d) Any of the above
4
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INSTITUTE OF BANKING STUDIES (IBS)

IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644
 INSTITUTE OF BANKING STUDIES (IBS)

1 IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644

21. If a Bank has not advised its Recovery Policy & Procedures, etc, the Recovery
agent should
a) Give complaint to RBI or IBA. b) Give complaint of Banking Ombudsman
c) Ask the Bank to advise, these procedures as it is their duty to follow the Bank
Specific Policy and Proceduresfor Recovery in their collection or Recovery work. d)
None of the above

22. As per Debt Recovery policy, what is the instructions “the Dignity & Respect
clause to Customers “

a) A customer should be treated fair and with due respect.

b) By whatever means Bank have to recover its dues from the will full defaulters
of Loan .
c) Both the above d) None of the above

23. For Loan Recovery the Bank has to treat its customers Fair & with Due respect.
This collection policy is basedon:

a) Banks Commitment to Customers (BCC) as per the Banking Codes and

Standards Board of India(BCSBI) Instructions.
b) As per the Banks Director Boards instructions.
c) As per the Govt. Of India Instructions.
d) As per Reserve Bank of India Instructions.
e) All the above

24. In collection of Dues, Courtesy and Fair Treatment and Preservation in

Instructions with customers are followedas per -

a) The collection policy of Banks

b) These are the right things to do for collection of dues.
c) This is the Most effective way of collection of dues from Customers.
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d) All the above

INSTITUTE OF BANKING STUDIES (IBS)

IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644
 INSTITUTE OF BANKING STUDIES (IBS)

1 IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644

25. Banks will not follow policies that are unduly coercive in collection of dues,
because of :
a) Government of India Guidelines. (b) Reserved Bank of India Guidelines.
(c) Indian Banks Association guidelines.(d) Banking Codes &Standards Board of
India guidelines

26. What is the “Appropriate Authorization “for DRAs .

a) As per the Recovery Arrangement with Recovery Agents, the bank will furnish
them Authorization Letter tocollect dues, from the specified DEBTORS.
b) This Authorization Letter will be issued by the Main/Sub Agency who supplies
DRAs to Banks.
c) This Authorization will be issued by BCSBId) None of the above

27. In recovery, “Due Notice to Customers” means;

a) About the details of Recovery Agents engaged, with names & Telephone
Numbers etc.
b) The due notice means Registered Notice send by Bank showing the Amount
(Principal + interest)to be paid to Bank. The Bank should inform the Defaulted
Debtors
c) A notice issued by the Legal Advisor or the banks Advocate to the defaulted
Borrowers.
d) None of these

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INSTITUTE OF BANKING STUDIES (IBS)

IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644
 INSTITUTE OF BANKING STUDIES (IBS)

1 IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644

28. Why to keep a record or document of the disputes/resistance/Threats of

customers in Recovery efforts.

a) To settle such disputes immediately.

b) For the benefit of the Bank and the Debtors to avoid any future damage in this
regard
c) All these documents/recordings should be forwarded to the Bank/Principal for
future course of action.
d) All the above
29. Why to keep privacy and confidentiality of customer’s dues and other records?
a) This is required as per the Law of the Land
b) As per Banks commitment to customers (BCC) under the Banking Codes and
Standards Board ofIndia (BCSBI)
c) As per the Banks policy to keep the Secrecy about their customers.
d) All the above

30. What are the instructions to DRAs regarding misleading statements or mis –
representation bemade to customers.

a) Such acts are not permitted under the Law and if any damage or los is suffered
to thecustomers, they can proceed against the DR Agent Legally.
b) Such act can be made for the early recovery of the dues.
c) Both A & B d) None of the above

31. What you mean - READ, UNDERSTAND AND ABIDE BY THE POLICY GUIDELIES?

a) The DRAs have to understand the policy guidelines of the Bank before
beginning the Collection ofdebts and to comply the guidelines without fail.
b) This policy is only to satisfy the Statutory requirements and not for strict
implementation inrespect of recovery of Debts.
c) Both A & B d) None of the above

32. What you understand by” Normal recovery” process in Debt recovery of Banks
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Dues.

INSTITUTE OF BANKING STUDIES (IBS)

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 INSTITUTE OF BANKING STUDIES (IBS)

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(a) Where the Debtors are willing to pay the dues smoothly without resistance
(b) Where the Debtors pay the dues only under compulsion or with close follow
up.
(c) Both A &B (d) None of the above

33. What is the Difficult Recovery Process?

(a) Where the debtors are not willing to pay the dues and who intentionally resist
or avoid recoveryefforts.
(b) Recovery in Loan are very smoothly forthcoming.
(c) Where recovery is NIL. (d) None of the above

34. What is Asset Possession process?

(a) If the recalcitrant Debtors do not eventually pay the dues, the movable assets
charged to the Bank by wayof hypothecation or pledge, can be possessed by the
Bank or the recovery agent and thereafter auctioned orotherwise sold to recover
the dues.
(b) the debt of the Borrower is referred to another Bank.
(c) Any other person take possession of the Debts to be paid by the particular
Debtor.
(d) None of the above

35. What you understand by the legal recovery process

(a) Where recovery of dues are effected by intervention of the Court.

(b) Bank or the authorized recovery agent will take possession of Mortgaged
Immovableproperty through a Court Order.
(c) Where there is a charged asset exist on the Debt, is unsecured, the Debtors
will have to besued for recovery of the dues.(d) All the above

36. Making a Telephone call to the Debtor by the recovery agent is

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INSTITUTE OF BANKING STUDIES (IBS)

IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644
 INSTITUTE OF BANKING STUDIES (IBS)

1 IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644

(a) the first step in recovery process. (b) the Last step in recovery process.
(c) Optional in recovery. (d) Not at all necessary in recovery
process.

37. Before making a Telephone Call to a customer, DRA should ensure;

(a) He/She has been authorized by the Bank to collect the due debt from the
customer.
(b) The customer has been notified by the Bank of the details (Name, Telephone
Numbers etc of theRecovery Agent for collection of the due debt.
(c) Both a & b
(d) None of the above

38. While making a first Telephone call to a customer for recovery of dues, a
Recovery agent should

(a) Only disclose the identity.

(b) Disclose he/her identity and also authority for collect the dues.
(c) Discuss with the customer about payment of the dues.(d) Both B & C
39. As per IBAs model policy of collection of dues, customer calls for recovery of
dues should be
normally made between
a) 0800 and 1700 hours b) 0700 and 1900 hours
c) 0800 and 1900 hours d) 0700 and 1800 hours

40. As per IBAs model policy on collection of dues, borrowers requests to avoid
calls at a particular
time and place would be.

a) Rejected outright. b) Rejected politely.

c) Ignored and not responded. d) Honored as far as possible.

41. A customer should be visited for debt collection only after

a) The Debtor has not paid the due amount within the days of grace and the dues
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are still outstandingagainst him/her.

INSTITUTE OF BANKING STUDIES (IBS)

IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644
 INSTITUTE OF BANKING STUDIES (IBS)

1 IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644

b) Just before the due date of payment of Debts..

c) after one month of the due date of payment of debt.d) None of the above

42. What are the things to be kept in mind while making a personal visit to the
Debtor.
a) The DRA should respect Privacy of the Debtor.
b) Due respect & courtesy should be shown to the customer and the interaction
should beCivilized and polite
c) The agent should not use threats or intimidation verbally or by his/her body
language
d) All the above

43. Whether the Customers Debt dues / account information can be disclosed to
others.
a) No the customers debt dues/ account information should not be disclosed to
un authorizedpersons.
b) It can be disclosed only to authorized persons or government agencies who is
legally authorized tohave such information.
c) Both A & B d) None of the above

44. What you know about the right to remuneration for DRA’s

a) A contract of Agency under the Contract Act does not provide a mandatory
duty on the principalto remunerate the agent for the work done on behalf of the
Principal.
b) There is no automatic right to an agent to get remuneration from the Principal
unless theagency agreement expressly or impliedly provides for remuneration
payable by the Principal and Agent.
c) Where an Agency contract does not provide for any fee or other remuneration,
the principal may be liable topay to the agent only the fee as per the customary
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practice of the industry

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d) All of the above

INSTITUTE OF BANKING STUDIES (IBS)

IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644
 INSTITUTE OF BANKING STUDIES (IBS)

1 IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644

e) None of the above

45. What is the right to retain by an agent?

a) An agent can retain the money belonging to the Principal, for meeting the
expenses incurredduring the course of agency. Or any sum due to the agent as
remuneration and thereafter remit thebalance amount to the Principal.
b) An agent can retain money only for the expenses incurred during the
transaction in questionand not for the previous dues for services rendered by him.
c) Both a & b
d) None of the above

46. What is right to compensation?

a) The principal is liable to compensate the agent in respect of any injury caused
by him eitherbecause of the Principal’s neglect or want of skill.
b) There is no right of compensation available for the agent
c) Both A & B
d) None of the above
47. What is Right to indemnity?
a) the Principal/ employer of an agent is bound to indemnify him against the
consequences of all lawful actsdone by such agent in exercise of the authority
conferred upon him.
b) The agent must have acted lawfully when the injury was sustained and the act
should have been done
in the course of the agency business.
c) Both the A & B d) None of the above

48. What is “duty to follow instructions”?

a) The foremost duty of a Recovery Agent is to follow the instructions of the

Principal who has engaged himfor stipulated tasks and pay remuneration for
11

doing so. But the instructions of the principal have to be clear,unambiguous and
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lawful.

INSTITUTE OF BANKING STUDIES (IBS)

IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644
 INSTITUTE OF BANKING STUDIES (IBS)

1 IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644

b) The principal cannot compel the agent to follow an unlawful and void in law
and the principal cannot claimdamages against the agent for failure to perform
such acts.
c) If an agent acts contrary to the instructions/directions of the Principal, he may
be held liable to thePrincipal for the loss suffered by the Principal due to such
default.
d) All the above

49. What is the “Duty to follow Trade Customs”?

a) A recovery agent has to discharge his duties according to the terms of the
Agency agreement with the principal and the instructions are not given in detail,
the commercialcustoms and industry practice to be followed
b) If Debt Recovery Agency agreement does not provide any behavior code in
collection process, theRBI/IBA code or guidelines would be followed by the
recovery agent for collecting dues from the Debtors.
c) Both the above d) None of the above

50. What is the Duty to Exercise care and skill ?

a) An Agent is bound to act with reasonable diligence and also to use his skill as if
he is managing his ownaffairs.
b) He is liable to compensate the Principal in respect of the direct consequences
of his own act.
c) the degree of care and skill required cannot be laid down and the tests of
reasonableness and acting forone’s own business are applied in determining the
degree of skill and care.
d) All the above .

51. What is meant by “DUTY TO COMMUNICATE “?

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(a) The DRA have to use all reasonable diligence in communicating with his
Page

Principal in case of difficulty andobtaining his instructions

INSTITUTE OF BANKING STUDIES (IBS)

IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644
 INSTITUTE OF BANKING STUDIES (IBS)

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b) If there is some doubt or difficulty, the agent has to act according to his
Principal’s wishes rather than todo whatever he feels like.
c) A recovery agent should seek instructions from his Principal on all those points,
where the agencyarrangement is silent.
d) All the above

52. What you mean by” Duty To Render Accounts “?

(a) Debt Recovery Agent should keep his Principal’s accounts up-to-date and to
keep his Principals Moneyseparately from his own so that they can be furnished
or remitted to the Principal on his demand or as agreedearlier.
(b) The DRA keep the accounting method, format and other requirements as
prescribed by theBanks (Principal) so as to harmonize them with the Banks own
accounting system.
(c) Both the a & b
(d) None of the above
53. What do you understand “DUTY TO REMIT MONEY”?
(a) The Agent is bound to pay all sums received or collected by him on behalf of
the Principal Or to remit themoney to the Principal.
(b) the recovery agent has to periodically remit the collected money to the
Principal as per the agencyagreement
(c) Both the A & B (d) None of the above

54. What is the meaning of “DUTY NOT TO DELEGATE”?

(a) Unless it is so permitted by the Principal, the Debt Recovery Agent cannot
further delegate
his authority. This is the established Trade Practice
(b) If Recovery Agency Agreement clearly mention this clause or power to
delegate further, then the DRAcan delegate further.
(c) If an Agency is likely to use its employees for recovery duty it has to be
specifically provided in theagreement.
(d) all the above
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55. What is “DUTY OF CONFIDENTIALITY “?

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INSTITUTE OF BANKING STUDIES (IBS)

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 INSTITUTE OF BANKING STUDIES (IBS)

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(a) The Duty of the Debt recovery Agents are based on the IBA Code for Debt
Recovery And the customaryPractice in the Banking Industry. Banks are obliged to
keep confidentiality of the affairs of the customersaccounts and their Recovery
Agents also have to follow their Principal’s duty in recovery Process.
(b) The confidentiality on the accounts and the customers dealings are not to be
followed strictly by the DRAs.
(c) Both the a & b
(d) None of the above

56. The generic provisions for rights and duties of agents are contained in
a) The Constitution of India b) The Contract Act.
c) The companies Act. d) None of the above

57. The generic rights and duties of agents contained in relevant Act
(a) Cannot be modified by the Specific agreement between the Agents and the
bank.
(b) Can be only modified by the agreement between the agents and the bank
(c) Can be modified, altered and deleted by the specific agreement between the
Agents and the bank.
(d) None of the above is correct

58. 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
principal re silent.
(d) Both a &c above

59. Recovery agents have a duty to exercise reasonable care and skill in recovery
functions, in terms of
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a) The Contract Act

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b) The IBA’s Model Policy on Collection of dues

INSTITUTE OF BANKING STUDIES (IBS)

IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644
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c) The RBI’s guidelines on recovery agents engaged by banks.

d) All the above

60. Misrepresentation of facts is

a) Permissible in India, UK, USA b) Prohibited in India, UK, USA

c) Prohibited in UK, USA, but permissible India d) Prohibited in UK, but permissible
in India, USA

61. Hours of phone contacts with customers for debt recovery are prescribed

a) In USA, but not in India b) In India, but not in USA

c) In India and also in USA d) In UK, but not in India

62. Recovery agent’s threat for legal action or arrest of the customer is :

a) Permissible in India and also USA b) Prohibited in India and also USAc)
Prohibited in USA, but permissible in India d) Permissible in India, USA and UK

63. Use of abusive language in recovery process by recovery agents is :

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

64. Disclosing the details of the customer’s debt with third parties is:

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

65. In case of a ‘willful defaulter’ the recovery agent should”

a) Collect the documentary evidence to prove the debtor’s negative responses to

15

his collection efforts

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b) Preserve the documentary evidence

INSTITUTE OF BANKING STUDIES (IBS)

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c) Collect and send the documentary evidence to the principal

d) Collect, preserve and send copies of the documentary evidence to the principal
for further action.
e) All the above

66. Bank lends money:

a) From the deposits of Govt. b) From the deposits of publicc) From the deposits
of corporate d) From the loans taken by banke) All the above

67. Banks can repay deposits:

a) From the repayment of debtors b) From the fresh deposits

c) from the loans taken from RBI d) From interest earned and other
income e) All the above

68. Non repayment of dues will results in :

a) Breach of loan agreement b) Bank can charge higher interest rates
c) re procession of charged assets d) Filing of suit
e) All the above

69. While persuading the debtor the DRA should not:

a) Threaten b) Show empathy
c) Listen actively d) Build rapport
e) Explain politely

70. DRA can negotiate only if

a) Debtor is capable of paying b) If the assets are missing
c) The debtor has died d) Has the authority from the bank
16

e) All the above

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INSTITUTE OF BANKING STUDIES (IBS)

IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644
 INSTITUTE OF BANKING STUDIES (IBS)

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71. Debts are classified as doubtful

a) Were the securities documents are missing b) Barred by law of limitation
c) Asset charged to the bank do not cover the outstanding
d) Dues are totally unsecured e) All the above

72. Willful defaulter:

a) Wants to pay but does not have funds b) Can pay, does not want to pay
c) Can pay and makes payment d) Whose business has failed?
e) All the above

73. Features of difficult debtors’

a) Avoid responding calls b) Avoid meeting DRA

c) Will not keep promises d) All the above

74. Evidences for negative responding of debtors are to be:

a) Document efforts made to contact b) Audio recording
c) Sending letters by email d) Sending letters by registered post
e) All the above

75. Collection process should be:

a) As per DRAs wish b) As per Debtors wish
c) As per the debtors ability to pay d) As per regulatory/recovery norms
e) None of the above

76. Cash flow pattern of the debtor means:

a) When the debtor has shortage of cash b) When the debtor gets cash from
his operations
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c) When the debtor is borrowing cash d) When the debtor becomes

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insolvent

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e) All the above

77. In the case of agriloans,Collections - to synchronize with :

a) Harvest season b) Rainy season

c) Late evening d) Draught season
e) None of the above

78. In this case of salaried class collection timing to be :

a) In the morning b) Late evening

c) During the salary disbursement time d) Month end
e) Middle of the month
79. In the case of SME borrowers, collection timing
a) During dull season b) During school opening
c) During festive season d) During sales season
e) All the above
80. For recovery the followings are required
a) Good rapport with debtor b) Interpersonal skills,
c) Communicative, listening skills d) Persuasive/ Negotiating skills
e) All the above
81. What is KYC?

a) Know your Collogue b) Know your customer

c) Data of customer d) Interest rates chart
e) All the above

82. Communication can generally be divided into two:

a) Expressive & Hidden b) Verbal & Non- verbal
c) Open & Closed d) None of the above

83. Facial expression is an example of _________ type of communication

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a) Hidden b) Open
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c) Non- Verbal d) None of the above

INSTITUTE OF BANKING STUDIES (IBS)

IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644
 INSTITUTE OF BANKING STUDIES (IBS)

1 IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644

84. The recovery agent’s language to the debtor should be

a) Courteous b) Aggressive
c) Rude d) All the above
85. The recovery agent should be ________ to the debtor’s suggestions
a) Evasive b) Responsive
c) Passive d) None of the above
86. A good recovery agent should also be a good _______
a) Orator b) Listener
b) Evader d) All the above

87. Recovery agent should hear ________ what the debtor is saying:
a) Casually b) Listen actively
c) Evade d) All the above
88. An agent should not show _________ to the debtor:

a) Impatience b) Politeness
c) Eagerness d) All the above

89. A recovery agent should try to develop a personal ______ with the debtor.

a) Love b) Rapport
c) Affection d) Superiority

90 The debtor should not feel _______ by the agent :

a) Threatened b) Entertained
c) Attended d) None of the above
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INSTITUTE OF BANKING STUDIES (IBS)

IBS,2ndFloor, Centre Point, K P Road, Kayamkulam, 0479 2445593, 9447873644