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.

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