Subject: Language Test - Suvroto Dev
From: Suvroto Dev <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 6 Nov 2020 10:29:10 -0500

Foreign Language
Screening Test

Name

Suvroto
Dev    /  (+91) 9910891094    / [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?

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

What features do you want in your new vehicle?

What are the top 3 things you’d love to see in your new vehicle?

May I know which color you will like?

Are you planning to pay cash or finance the vehicle?

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

I am Suvroto Dev, staying at Noida sec-77, with my family where
we are two brothers and my father is a retired person and mother is a house
wife.

I have done my class 10th and 12th from Kendriya Vidyalay and Diploma from
Siliguri, West Bengal and also has done 3 years multimedia from arena Animation,
New Delhi.

I had worked with many companies and currently was working with Convergys for an
international chat process for a USA based company AT&T, where I used to
take 35-40 chats in a shift where we gets happy, Angry or sad customers also.
Handling happy customer was quite easy,  however handling a sad or angry
customer was quite tough but it is also quite fruitful as if we can calm the
customer then it helps us to upsell our company products which helped us to meet
our monthly sales target and also a good reputation for our company and that was
really awesome.

.

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

Good Customer Service Is
Something Not Beyond Customers Imaginations. Customer Gets His Kind Of Service
Which Is Expected From An Organized, But Customer Had Something More In His /
Her Mind In Terms Of Getting Service. Good service is something Which displays a
Normal Act Of Work.

While Great Customer Service Is Something Going Beyond Customers Imaginations.
Going An Extra Mile And Getting That “ Wow “ Factor Inside The Customer.
It's An Act which Makes a customer amazing.

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

Manage large amounts of incoming calls.

Identify and assess customers’ needs to achieve satisfaction.

Build sustainable relationships and trust with customer accounts through open
and interactive communication.

Provide accurate, valid and complete information by using the right
methods/tools.

Meet personal/customer service team sales targets and call handling quotas,
while following communication procedures, guidelines and policies.

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 eCommerce.

Where to shop 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.

The biggest impact eCommerce 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 eCommerce to the next level
because shoppers can use the device at any point during the sales cycle.

Consumers use mobile in a variety of different ways throughout the sales cycle
and the rise of mobile shopping has blurred the line between the physical store
and the online experience.