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.