Tuesday, 20 August 2019

lic agent IC-38 exam set-19

 LIC IC-38 Online Mock Test for LIC agency Exam preparation according to IRDA syllabus # SET-19

CHAPTER 19 : CUSTOMER SERVICE

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IC-38 Online Mock Test for LIC agency Exam preparation SET-19

Question-1

_________ refers to the ability to perform the promised service dependably and accurately.
[A]. Reliability [B].Responsiveness
[C].Assurance [D]. Empathy

Question-2

___________ is reflected in the caring attitude and individualised attention provided to customers.
[A]. Assurance [B].Empathy
[C].Reliability [D]. Responsiveness

Question-3

___________ relate to one’s ability to interact effectively with other workers and customers, both at work and outside.
[A]. Hard skills [B].Soft skills
[C].Negotiating skills [D]. Questioning skills

Question-4

Which of the below elements promote trust?
[A]. Communication, assertiveness and being present [B].Politeness, affirmation and communication
[C].Attraction, communication and being present [D]. Affirmation, assertiveness and attraction

Question-5

____________ is not a tangible good.
[A]. House [B].Insurance
[C].Mobile Phone [D]. A pair of jeans

Question-6

Active listening involves:
[A]. Ethical behaviour helps in developing trust between the agent and the insurer [B].Giving an occasional nod and smile
[C].Providing feedback [D]. Paying attention to the speaker, giving an occasional nod and smile and providing feedback

Question-7

____________ is not an indicator of service quality.
[A]. Cleverness [B]. Reliability
[C].Empathy [D]. Responsiveness

Question-8

Select the correct statement:
[A]. Ethical behaviour is impossible while selling insurance [B]. Ethical behaviour is not necessary for insurance agents
[C].Ethical behaviour helps in developing trust between the agent and the insurer [D]. Ethical behaviour is expected from the top management only

Question-9

Which of the below tips are useful for making a good first impression?
[A]. Being on time always [B].Presenting yourself appropriately
[C].Being open, confident and positive [D]. All of the above

Question-10

In customer relationship the first impression is created:
[A]. By being confident [B].By being on time
[C].By showing interest [D]. By being on time, showing interest and being confident

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