Subject: Language Test - Martin Gomes
From: Martin Gomes <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sun, 8 Nov 2020 08:53:13 -0500

Foreign Language
Screening Test

Name

Martin
Gomes    /  (+91) 9818049527    / [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) A price range or amount he wish to spend on
the car.

2) His main usage like daily office commuting or long rides (interstate
travelling).

3) Family size, if he is looking for a 5 seater or 7 seater car.

4) Is he looking for a petrol, diesel or a CNG fitted car.

5) Is he looking for a car with manual or automatic transmission.

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

My self Martin Gomes and I belong to a christian family and I
currently put up in Faridabad. As per my educational qualification, I've done
matriculation from St. Joseph's Convent School, 12th from Dynasty International
School and Graduation (B.com) from Alagappa University.

As per my hobbies, I love listening music mostly Punjabi songs, I also like
playing mobile and computer games and I love travelling.

Talking about my work experience I've got around 6 years of experience. I've
worked with Magus as a Customer Dialog Executive for 22 months. Then I got the
opportunity to work with SnapDeal in-house company there I worked in Merchant
Relations for 2 years. Then I moved to iEnergizer and worked as a Sr. Executive
with Sprint chat.

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

Good
support service means meeting customer's expectations and this leads to secured
customer base. While the great customer service signifies exceeding all
expectancies which is a positive consequences that builds loyalty.

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

Proactive- I'll proactively probe and get to know what customer
is exactly looking for.

Good Listener- I'm a good listener as I listen the customer calmly while he is
explaining his problem.

Responding Quickly- Customer will appreciate a fast response when they want to
ask a question or highlight a problem.

Acting on Feedback- When an employee act on the feedback they receive from a
customer it shows the customer that their opinion matters.

Going Extra Mile- When an employee delivers value beyond the customer's
expectations it can leave a positive impression and increase customer's
loyalty.

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

The biggest impact e-commerce has on customer
shopping habits is that customer can shop from anywhere, anytime. They no longer
have to wait until store hours to make a purchase. It is also helpful to
discover new products, to locate products and compare prices and to review
purchases. Customers today rely on the opinion of others to guide their purchase
decisions and they have immediate access to those reviews. Anyone on social
media can be an influencer for a brand. Social platform and online review sites
have opened the flood gates for word-of-mouth advertising via product reviews
and it does not matter to consumers that these reviews are from complete
strangers.The main benefit of e-commerce is we can discover new products and we
can locate products and compare prices of the products. We can create and manage
shopping lists and review purchases. E-commerce gives consumers access to
information, they 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's shopping habits will continue to evolve with
technology and companies will have to continue to adapt to maintain
relevance.