Subject: Language Test - Pankaj Verma
From: Pankaj Verma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 4 Nov 2020 08:39:23 -0500

Foreign Language
Screening Test

Name

Pankaj
Verma    /  (91) 9990644797    / [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?

Will you
be trading in your current vehicle?

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

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

Are you planning to pay cash or finance the vehicle?

Did you finance your last vehicle? What was your monthly payment

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

ACADEMIC QUALIFICATION:

-B.A. passed from Delhi University in 2013

-ITI passed from H.J.Bhabha ITI

-12th Passed from C.B.S.E. Board in 2008

-10th Passed from C.B.S.E. Board in 2006

I have 3.8 years working experience in BPO sector.

-2 year and 3 months working experience in Samsung Dealer process as a Customer
Care Executive in IEnergizer Pvt. Ltd. Sector-60 Noida from September 15, 2016
to January 02, 2019.

-1 year and 5 months in Flipkart Email blended process as a Customer Care
Executive in Tech Mahindra Pvt. Ltd. Sector 62 Noida from March 12, 2019 to
August 06,  2020.

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

Conceptually, the main
difference between providing “good” customer service and delivering
“great” customer service is that, in the former, you are probably only
barely keeping your customers satisfied; while in the latter, you are not only
keeping them satisfied – you are also keeping them loyal!

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

I consider myself as a true professional for customer service
and  What makes me so confident is my passion for providing a great service, my
determination to ensure that everyone is satisfied and my willing to own a
problem and see it through to the end  and offer solution.

Being a customer service agent means being ready to deal with different people
who share diffrent attitude and social skills, your positivity not to take
anything person or get moody especially if you have to deal with people goes
along way as an agent , and i believe i am very patient while dealing with
people

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

Consumer shopping habits have changed drastically
over the last few years thanks to the explosion of e-Commerce.

Where shopping in a store was once the predominant way to shop, online shopping
is quickly becoming a preferred way to shop for consumers around the globe.

Sixty-eight percent of internet users in the European Union shopped online in
2017, says the 2017 survey on Information and Communication Technology. In the
US, according to Walker Sands Communications’ The Future of Retail Report
2018, 46 percent of consumers prefer to shop online.

e-Commerce is the driving factor behind this shopping evolution. Consumers no
longer have to go out to go shopping. e-Commerce has brought the shopping
experience to their fingertips via computers and mobile devices, completely
changing the way consumers shop.

This article is an exploration of the most impactful ways that e-Commerce has
changed consumer shopping habits.

The biggest impact e-Commerce has had on consumer shopping habits is that
consumers can shop from anywhere, anytime. They no longer have to wait until
store hours to make a purchase. While the ability to research and shop online
has been around for a while, mobile has taken e-Commerce to the next level
because shoppers can use the device at any point during the sales cycle.

These use cases include:

-To discover new products

-To locate products and compare prices

-To create and manage shopping lists

-To make purchases

-To review purchases

All customers have similar basic expectations when they shop. They want the
products they want when they want them, and they don’t want to pay too much
for them. This is why e-Commerce has grown to be the preferred shopping method
for consumers.

eCommerce gives consumers access to information, the ability to shop on
different devices and the option to share their experiences with others, which
has completely altered their expectations and the way they shop.

Customer shopping habits will continue to evolve with technology, and companies
will have to continue to adapt to maintain relevance.