Subject: Language Test - Manisha Thapa
From: Manisha Thapa <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 14 Nov 2020 07:11:38 -0500

| | Foreign Language Screening Test

Name | Manisha Thapa     /  (91) 9643062902    / [email-masked]

Please answer in grammatically correct ENGLISH the following situation: You are working for a car company as sales representative. You have a visitor in showroom who wishes to purchase a car. What 5 questions would you ask the visitor to determine what would be a good choice for that customer?

1) Whats your name?

2) What brings you in today?

3) Do you know which car you're interested in?

4) Will you be the primary driver?

5) How can I make you buy a car today?

Please describe your Background (Personal, Educational, Professional) - 50 - 100 words

My name is Manisha Thapa. I belong to nepal and reside in gurgaon with my family. I have 5 family members including my 3 siblings and my father and mother.I have completed my high school from Noida's Karlhuber school and my intermediate school from Nepal's Bhavisya Nirmal Higher Secondary School. I am pursuing graduation in Bcom from Indira Gandhi National Open University since 2015 .

Coming to my professional background I have more than 3.5 years of experience in client servicing and project management. My last organization was RBL Bank wherein I was an offrole employee . I worked as an senior executive for 2.8 years there. And prior to that I had work for start up called Talocity.

What according to you is the difference between good and great customer service?

Good customer service is taking up with customer concern, talking to them nicely and assuring them for resolution and getting things resolved and closing the loop with customer.
Great customer service is when the handling person go beyond their extent to provide solution to customer understanding the genuinity of customer's concern.Great customer service includes following up with the internal officials for resolution.Along with providing resolution handling person should also highlight the issue persuaded internally and the department responsible for it for process improvement .

In 5 sentences please explain what makes you the right candidate for customer service job. | A person who is polite , calm, have good communication skills and patience is the perfect candidate for customer service role. A person who is patience and ready to hear the customer no matter how frustrated the customer is.
In 200 - 300 words please describe how has e-commerce changed the expectations of a consumer for service from retailers | E-commerce Era has raised bars of convenience and satisfaction for consumers.Offering goods and services delivered at their doorstep on one click according to their preferred time is happening miraculously and smoothly in today's world. Due to which people are able to balance their worklife & personal life and manage their spare time efficiently. As people can shop and order goods online at any odd hour and in any spare time. Let's say one can order goods sitting at office, while moving or travelling for work, before going to bed etc. Also e-commerce platform values each penny spended by customer and they serve every customer equally- right from placing the order till delivering it. It handles every mood of their customer and have resolution for everything .Instances and given scenerios are :- cancellation after placing order ,refund on return, refund on cancellation . Also to attract and engage customer it offers good discount time to time without letting their customer utters for it .E-commerce understands customer behavior, demand and needs appropriately. And it has changed the expectations of consumer for services from retailers, as online business covers and offers all the hindrances which retailers have refused to do.

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