Subject: Language Test - Nikhil Kumar
From: Nikhil Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 4 Nov 2020 05:23:21 -0500

Foreign Language
Screening Test

Name

Nikhil
Kumar    /  (87507) 95385    / [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?

First of all, I'll introduce myself to the
visitor who could be a potential buyer/customer.

1. What brings you in today?  (by asking this, the conversation will begin with
the visitor)

2. May I ask why you are thinking about buying a new car?(this will give an
insight about what is the reason behind the visitor thinking of purchasing the
car and accordingly we can advice that visitor.

3. Is this going to be your first car?

4.Who is going to drive the vehicle most of the time and for what purpose
(business, pleasure, family)?

5.Are there any specific makes or models you are interested in?

6.What are the top 3 things you’d love to see in your new vehicle?( if that
visitor is thinking of buying the car for himself/herself)

7.What features does your current vehicle have that you would still like to have
in your new one?

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

Hi, Myself
Nikhil Kumar.

I'm from Agra(Uttar Pradesh) and currently residing in Mayur vihar, phase-3
Delhi with my family from past 20 yrs.

I have 5 members in my family. My father, mother and two younger sisters both of
them are studying currently.

I like watching and playing cricket a lot.

My schooling has been done from Salwan Public School Mayur Vihar phase-3.

I'm a B.COM graduate from Ramjas college which is one of the prestigious
colleges in Delhi university.

I started my career with Daksh Concentrix Pvt limited and worked for 1 year
there and currently I'm working with Paytm from the last 2 years as an associate
operations.

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

According to me service is
the experience which the customer feels, that cannot be touched and can be felt
only. But herein we are talking about the customer service so
additional services provided by the company along with the product can be
termed as service. Services doesn't ends after purchasing the product, in some
cases it starts like for example in mobile networks operators business
especially sim cards services starts only after the purchasing of the
product.

Keeping the customer's interests first and providing the best possible services
can be called good service. Good services provided to the customer brings better
results and a lot of praises for the company.

Nowadays you must have seen an advertisement on television of Ford company which
explains you about what is great service. Ford is providing pick up and drop
facility to their customers for servicing of the cars so something new which is
done keeping in mind the customer's comfort from their which is actually a great
service. This will tempt more buyers to opt for ford then their
competitors.

In 5 sentences please explain what makes you the
right candidate for customer service job.

First of
all I have been in customer service for the past 3 to 4 years so I know how to
deal with the customer's.

Another thing, Currently with Paytm also my work is to mark emails to the
customer only basically an emailing process so having that idea of how the
mailing thing works and here we keep the customer's interest first and take
certain exceptions if required to resolve the customer's issues.

I'm a hardworking person who loves his work and responsibilities.

In 200 - 300 words please describe how has
e-commerce changed the expectations of a consumer for service from
retailers

Certain upsurge in Ecommerce brought good results
for the consumer because the consumer's are not required to go out to purchase
from outside stores or let say from retailers. Several shopping sites have
provided this facility to the consumers to purchase according to their needs
and to go with that ecommerce sites are providing cashback benefits and
certain deals which induces them to purchase from ecommerce sites so consumers
are getting what they want at cheaper prices also and without requiring to go
out.

The consumers are getting better services from ecommerce sites instead from
retailers, as a result of that business in retails shops have collapsed majorly
and a biggest effect is observed on the mobile market. Mobile phones are sold in
various deals, and at cheaper prices on ecommerce sites compared to retails
shops so because of that majority of the people are purchasing mobile phones
online only.

The effect and expectations are such when we go to a retail shop randomly to buy
anything generally and see a product so after asking the price of that product
from the retailer the first thing we do is to check the price on online sites
whether that retailer is not asking higher prices.

So expectations of a consumer from a retailer or retailers can be measured from
the above given example.