Samsung Galaxy S8 Active
Friday, August 18, 2017
Monday, November 21, 2016
Current News - January 1 2016
INTERNATIONAL AFFAIRS
No UK financial aid to India from January 1 2016
India will no longer receive financial aid from the UK, from January 1, 2016.Decision was taken by the British government in 2012 after a domestic outcry about India's growing economic status.
- Private Sector Development Initiative (PSDI): Introduced in 2011 for promoting private sector investment in eight low income states of Madhya Pradesh, Odisha, Bihar, West Bengal, Chhattisgarh, Jharkhand, UP and Rajasthan,will continue.
UK had provided financial aid for government programmes between
- 2013-2015: Rs 855.01 cr
- 2013-14: Rs 601.77 cr
- 2014-15 and 190.06 cr
Currently there are 26 government sector projects with DFID assistance at the Centre and in MP,Odisha, West Bengal and Bihar in health, education, governance and urban reforms sectors.
- Despite the UK promise to cut aid to India, there appeared to be a quashin development spending which rose to £279 million in 2014 from £268 million in the previous year.
- The only other country which received more than India was Ethiopia, but that showed a dip of £8million from 2013.
In 2014-15 and 2015-16, five new agreements have been signed for technical assistance projects.
*Points to remember: UK(United Kingdom)
- Capital and largest city: London
- Monarch: Elizabeth II
- Prime Minister: David Cameron
- Currency:Pound sterling
New coins for 2016 to feature Shakespeare and Beatrix Potter
New coins featuring William Shakespeare, Beatrix Potter, the Army and the Great Fire of London are set to be released in 2016.
Highlights:
- Each coin bears theportrait of the Queen by Royal Mint engraver Jody Clark, first introduced to UK coinage in 2015.
- Histories, comedies and tragedies of William Shakespeare- On £2 coins marking 400 years of the Bard's literary legacy.
- 50p coin honours Beatrix Potter, the author and artist- On the 150th anniversary of her birth.
- The year 1066 is imprinted on many a schoolchild's memory - along with the fate of King Harold at the Battle of Hastings - and features on a 50paise coin 950 years after the battle.
- The Great Fire of London- 350th anniversary commemorated on a £2 coin.
- The Royal Mint's five-year programme marking the centenary of the First World War continues with a £2 coinremembering the community pride.
Points to Remember: London (Capital of England)
- Most populous city of England and the United Kingdom.
- Standing on: River Thames
BANKING & FINANCE
RBI asked the banks to open banks in villages with a population of more than 5000
Reserve Bank of India (RBI) asked State Level Bankers' Committee (SLBC) banks to identify villages with population above 5,000 without a bank branch of a scheduled commercial bank in their state.
- Identified villages may be selectedamong scheduled commercial banks for opening of branches and should be completed by March 31, 2017.
- January 2015 keeping in view the executionof PradhanMantri Jan DhanYojana (PMJDY), SLBC Convenor banks and lead banks were asked to complete the process of providing banking services in unbanked villages with population below 2000 by August 14, 2015
Benefit: Enable banks to provide quality financial services and timely support to BC outlets.
Key point:
State Level Bankers' Committee (SLBC) came into existence under Lead Bank Scheme as per RBI guidelines. It is an inter-institutional forum at State level ensuring co-ordination between Government and Banks on matters pertaining to banking development.
SEBI rejects Sahara plea to restore portfolio manager licence
SEBI has rejected Sahara Asset Management Company's pleato reconsider an order cancelling the portfolio manager licence of the company,
Reason: Not 'fit and proper' for this business.
- Keeping Sahara AMC in the mainstream market after considering the antecedents of Subrata Roy Sahara and some other companies of the Sahara group, may cause injusticeto the interests of investors and the safety and integrity of the securities market.
New listing norms for stock exchanges :
- The exchanges would need to take steps for maintaining of 51 percentage of shareholding of Public Category and ensuring that holding of trading members, associates or agents does not exceed 49 per cent.
- Depositories will have to put in place systems for capturing the shareholding data of trading members or their associates and agents and ensure that there is a mechanism for coordination between the depositories towards sharing of information.
- The depositories shall generate an alert when such holding exceeds 2 per cent and monitor the same under intimation to Sebi.
- The stock exchanges, both listed and where the securities are listed, and depositories will have to ensure that such mechanism be in place latest by March 31, 2016.
Key points :
- Sahara AMC exercised by:Subrata Roy Sahara
- Whole Time Member: S Raman
- SEBI HQ : Mumbai
- SEBI Chairman: UK Sinha
AWARDS & RECOGNITIONS
The DAVA (Drug Authentication and Verification Application) project has won the 2015 eASIA Award under Trade Facilitation category by Asia Pacific Council for Trade Facilitation and Electronic Business (AFACT).
About DAVA
Launched on June 29, 2015, DAVA project, created an integrated platform for implementation of the track and trace system both for exports and domestic markets of drugs and pharmaceuticals.
- It aims to cover all the drugs manufactured in India.
- The project will provide simpler means to the consumer and regulatory agencies for establishing drug authentication and protect the India's brand image in international trade.
APPOINTMENTS
Air Marshal Bhadauria takes over as Deputy Chief of the Air Staff (DCAS) of Indian Air Force (IAF)
About Rakesh Kumar Singh Bhadauria:
- Bhadauria an alumnus of the National Defence Academy was commissioned in theIAF in June 1980.
- With a career spanning over more than 35 years, Bhadauria has commanded a Jaguar Squadron and apremier Air Force base in the South Western Sector.
- He is an Experimental Test Pilot, Cat 'A' qualified flying instructor and pilot attack instructor with over 4,200 hours of experience on over 25 types of fighter and transport aircraft.
- He also commanded the prestigious National Defence Academy.
Awards :
Bhadauria is a recipient of Ati Vishisht Seva Medal in 2013 and Vayu Sena Medal conferred in 2002.
IAF Chief : Arup Raha
Atul Sobti assumes charge as BHEL CMD
Atul Sobti assumed charge as chairman and managing director (CMD) of Bharat Heavy Electricals Ltd(BHEL).In September last year the government had approved the appointment of Sobti as CMD, BHEL for a period of 5 years.
- Prior to this Sobti was Director on the Board of Bhel, heading two crucial portfolios of Power and Finance.
- Earlier he held additional charge of the post of Director (Engineering, R&D).
Key points:
- Recently BHEL commissioned Prayagraj power project unit in Uttar Pradesh
- Bhel's power business has achieved major milestones including the highest ever capacity addition or synchronization of 13,452 MW and 11,941 MW in financial years 2013-14 and 2014-15 respectively.
ACQUISITIONS & MERGERS
Airtel acquires 100 per cent stake in Augere Wireless
Telecom major Bharti Airtel has acquired the balance 26 per cent stake in Augere Wireless, making it a wholly-owned subsidiary of the company. Airtel had announced acquire 74 per cent stake in Augere Wireless earlier.
- According to sources, the deal size is estimated to be around Rs 150 crore.The company directly won this spectrum in four service areas for Rs 3,314.36 crore.
About Augere Wireless :
- Augere which provide 4G spectrum in Madhya Pradesh and holds 20 Mhz of spectrum in 2300 Mhz band in Madhya Pradesh service area, which includes Chhattisgarh state, to be used for 4G services.
- The company had won this spectrum for Rs 124.66 crore in 2010 but has not rolled out services.
Cabinet clears formation of JVs between Indian Railways and states
Union Cabinet approved a proposal for the formation of a joint venture companies between Indian Railways and state governments.
Objective: To mobilise resources for executing rail infrastructure projects.
- Initial paid-up capital: Rs 100 crore
- Rail ministry's paid up capital: Rs 50 crore
Features:
- Besides travelling people, various cement, steel, power plants etc. would get the necessary rail link for transportation of raw material and finished products.
- Formation of project-specific special purpose vehicles (SPVs) with equity holding by other stakeholders including banks, ports, public sector undertakings and mining companies.
*Points to Remember: Indian Railways
It is one of the world's largest railway networks comprising 115,000 km of track over a route of 65,808 km and 7,112 stations
Minister of Railways: Suresh PrabhakarPrabhu
SPORTS
As per ICC ranking India off-spinner Ravichandran Ashwin has ended 2015 as the number one Test bowler and all-rounder.
- Ashwin took 62 wickets in nine Tests of 2015 including 31 scalps in the four matches against South Africa & became the first India bowler since Bishen Bedi in 1973 to achieve the milestone of finishing the year on top.
- Bishan Bedi, an ICC Hall of Famer, is the only India bowler to ever top the Test bowling table, while Bhagwath Chandrasekhar, Kapil Dev and Anil Kumble peaked at number-two during their careers.
BajrangPunia, RituPhogatwin Gold at National Wrestling Championship
Indian wrestlers BajrangPunia and RituPhogat won gold medals in Men's 65kg and Women's 48kg Freestyle categories respectively on the first day of the Senior Nationals.
- Gold: Jitender
- Silver: Pardeep
- Bronze: Manoj and Dinesh
Men's 65kg
First Bajrang
Second Rajneesh
Third Manoj and Bhagat Singh
Men's 57kg
Gold SandeepTomar
Silver Ravinder
Women's 48kg
Gold RituPhogat
Silver AprnaBishni
Bronze Pooja and Nirmal
Women's 58kg and 63kg, Sarita and Anita topped respectively.
OBITUARY
Ian Fraser Lemmy Kilmister, founding member of metal band Motorhead died
Founding member and singer in the British heavy metal band Motorhead Ian Fraser Lemmy Kilmister(70) passed away.He played furiously on platinum-selling Motorhead albums like Ace of Spades, Overkill and Iron Fist.
About Ian Fraser Lemmy Kilmister :
- He was born in December 1945 in Staffordshire, England and he joined the English psych-rock band Hawkwind in 1971, but got kicked out for abusing amphetamines drug.
- He formed Motorhead in 1975.It has released 22 studio albums with Lemmy as its only constant member. His last album was Bad Magic in 2015.
Sunday, November 20, 2016
How to Create an Upwork Profile That Gets You Clients, FAST
Upwork (formerly oDesk) is by far one of the most popular and credible freelancing sites where thousands of freelancers are earning a living.
Personally, we have had a lot of success with finding quality clients through Upwork and we believe that having a complete, well-written profile has been a huge reason why.
Personally, we have had a lot of success with finding quality clients through Upwork and we believe that having a complete, well-written profile has been a huge reason why.
Sunday, September 4, 2016
Football TV
The only global football channel to feature the very best of the English
Premier League, The FA cup and The England Football team, from the
Greatest games, best
Golden Boy Channel- Premium Fight TV
Premium fights from the Golden Boy Promotions' vault featuring Oscar de
la Hoya, Pernell Whitaker, Floyd Mayweather, Manny Pacquiao and many
more!
Zee Bollyworld TV
Zee Bollyworld TV will offer movies and other content and will
be available free on computers, tablets and other mobile devices.
Saturday, August 27, 2016
Wednesday, August 24, 2016
Hillary Clinton Is Living Proof That Crime Pays in Spectacular Ways
The Clintons have been up to their eyeballs in shady deals and corruption scandals since their humble country bumpkin beginnings in Arkansas, which strangely enough was the staging ground for a massive CIA cocaine drug smuggling operation while Bill was governor
Hillary Clinton's strategy for the next election
She is not planning on sitting for another televised armchair confessional to rehash regrets about a private email server. Nor is the campaign setting up the kind of war room employed last year to discredit a book that aimed to expose a quid-pro-quo relationship between Clinton Foundation donors and State Department officials.
Saturday, February 14, 2015
Customer Service Test
Which of the following would be the best thing to say to an
irate customer?
a. Please
call back later
b. I'll have
to ask my manager to approve what you are asking for
c. I can see
why you feel that way
d. Why
didn't you buy a competitor's product
What is a data warehouse?
a. A single
database for the CRM program
b. The
physical warehouse where the company servers are stored
c. A
database that stores information from several other data sources, allowing a
CRM system to query multiple databases from one location
d. A program
that is used to create financial reports
Why do the customers' needs change according to the nature of
the situation?
a. People
are fickle and want different things even in the same situation depending on
different occasions
b. Needs are
different depending on what the customer values as important under the
circumstances
c. Needs
changed according to the financial situation of the customer at the time
d. The
customer can probably be talked into focusing on their wants instead of needs.
What is the first step in mollifying a customer who has
received bad service?
a. Ask the customer
what the problem is
b. Try to
offer him/her something for free to pacify him/her
c. Ask
him/her to submit a complaint first
d. Express
regrets and promise to provide better service in future
a. Please
call customer service
b. We are
glad you are enjoying our product/service
c. Thank you
for your email, we are sorry to hear about the problem you have
d. We will
get back to you within 7 days
What is meant by "data mining"?
a. Creating
specialized reports
b. Entering
data into a data base
c. Calling
customers to survey them
d. Sifting
through vast amounts of data by focusing on specific attributes
Why is giving a customer the required information considered
good customer service?
a. It makes
the customer feel they got something for nothing
b. It makes
the customer feel guilty if they ever have a problem
c. It allows
you to upsell to the customer something they do not need
d. It allows
you to add value for the customer and help them make an informed decision
How can a company create an atmosphere of continuous
improvement and have employees who strive to perform?
a. By
reducing headcount by 10% each year
b. By making
it mandatory for the employees to attend company meetings
c. By
offering incentives, both financial and non financial, for good performance
d. By
telling the employees that mystery callers will evaluate them
a. To handle
customers who are not happy with the company "with care"
b. A gesture
made by the company to retain a customer after his/her having experienced bad
customer service
c. A gesture
made by the company as a last resort to get the customer to leave
d. A bonus
to exceptionally good customer service agents
a. The same
draft of an email can be sent to every single customer thus ensuring consistency
b. They are
used for all marketing efforts of a company
c.
Information can be distributed via the CRM system for sending the same message
to all the customers in the same group
d. The CRM
system always works as the back end for the company website
a. Saving
the company money
b. Immediate
customer gratification and personalized interactions with each customer
c. Reducing
the call times of customer complaints
d. Increased
visibility into the financial situation of the company
a. Very
important – The top management has to be committed to it and offer the maximum
support
b. Not
important at all – The employees at the customer level should decide the
strategy
c. Important
only in small companies, not large corporations
d. Important
only in large companies. Smaller companies do not need to worry about customer
service strategy
a. The
number of products sold
b. An
overall customer satisfaction rating of 90%
c. How
displeased customers are in general
d. A profit
margin of 30%
a. Replacing
an item under warranty
b. Answering
a call within two minutes
c. Absorbing
any extra costs such as shipping costs incurred by the customer as a result of
the problem
d. Sending
him/her a complaint form to fill out
a. By
sending a mass email
b. By
telling only those who directly deal with the customers
c. By emphasizing
the management's commitment to the plan at a company-wide meeting
d. It should
be confined to the top management
Why would a company want to know the profitability and sales
history of customers?
a. They
would automatically drop the lowest 10% of customers
b. They can
ask the higher sales clients to act as representatives of the company
c. It offers
the company potential for directing their marketing campaigns effectively on
the basis of their buying habits
d. They can
find out who owes the company money
a. To save
the company money
b. To get
them off the phone quickly
c. To get
referrals to other customers
d. To make
them happy
a. Create
one to many relationships with customer groups
b. Create
many to one relationships with customers
c. Send
financial reports to the management
d. Create a
one to one relationship with each customer
a. It makes
dealing with irate customers easier
b. It
provides an easy reference to past communication with the client
c. It is
impersonal
d. Canned
responses can be sent back
a. They feel
they are getting more for their money
b. Customers
feel that this way, they can get whatever they want, at least temporarily
c. It
ensures the customer will buy again
d. It puts
them in a positive mood and allows them to help guide the resolution
a. The
person is energetic and wants to help
b. The
person is bored and uninterested in the conversation
c. The
person is angry
d. The
person doesn't believe what they are hearing
a. Yell back
at them
b. Not
respond and hang up
c. Sound
anxious
d. Keep a
calm, lower tone to calm the customer down
What is meant by taking a top down approach to creating a
strategy?
a. Having
customer service agents work in management
b. Creating
high level initiatives only
c. Starting
by building strategies upwards from the customer level
d. Having
high level managers work in customer service for a short period of time so they
can experience it before laying down policies
a. Tell
him/her to be quiet and listen
b. Tell
him/her to call back when he/she has calmed down
c. Ask the
customer what can be done to solve the problem
d. Let the
customer give vent to his/her feelings and do not try to interrupt him/her
a. A
predetermined plan to continually help the employees keep themselves informed
of the company's latest initiatives in order ultimately to make themselves
better at customer service
b. A plan to
educate the consumer about the products
c. A plan to
help the management understand the customers' needs better
d. A
predetermined plan to help the employees learn more about the company's
financial situation and the company's need to perform better
a. The
accent you talk in, depending on your country
b. The highs
and lows of your voice, which let the customer know how interested you are in
talking to them
c. The pace
at which you speak, which lets the customer know if you are in a rush or not
d. The
general attitude you convey to a customer
Why should a firm say they are sorry even if they feel the
customer is wrong?
a. The firm
can later tell the customer he/she was actually the wrong one, after he/she has
calmed down
b. The firm
should always take the blame and learn from it
c. The focus
should be on finding out what would satisfy the customer and solving the
problem, not determining blame
d. They can
later put the blame on a third party
a. Ignoring
the email and seeing if they email a second time
b. An
immediate automatic email response letting the customer know someone will reply
within 24 hours, followed up by a reply from a customer service representative
within 24 hours
c. Informing
them the answer is in the company FAQs and they should look there
d. Replying
to the email a week later after investigating
a. A
computer manufacturer fixes your new laptop under warranty
b. A retail
chain accepts your return
c. Offering
an employee a raise for good performance
d. A
restaurant gives you a free glass of wine because you mention to the waiter you
didn't enjoy the wine like you had hoped
What is the disadvantage of email based customer service?
a. It is
more cost effective than other methods
b. It allows
the company to respond quickly
c. It gives
the company a trail of communications with the customer
d. It is
unemotional and doesn't always allow the customer to convey the importance of
their question or issue
a. Ask for
lots of details so the customer can be catered to in the future
b. Try to
sell customers additional products and services unsolicited
c. Place ads
on the order page for additional products
d. Only ask
for information necessary to process the order
Why is it important to pace your tone on the phone with the
other person?
a. It
automatically makes them assume they will get what they want
b. It
creates rapport with the customer and puts them at ease
c. If the
person talks fast, it means they are in a rush and you should also do the same
d. It tells
the customer you are someone they can trust
What approach should a firm take when they need to say 'no'
to a customer?
a. Say 'no'
up front, being honest.
b. Do not
say 'no', but later do not deliver on the alternative solutions
c. Pretend
everything is good, but towards the end of the conversation, tell them you did
not mean what you said and actually the answer is 'no'
d. Do not
say 'no', but offer alternative solutions
Which of the following would a customer not expect from a
customer service agent?
a.
Discretion
b. Rudeness
c.
Effectiveness
d.
Authenticity
What does a customer with a problem expect from a customer
service representative?
a. Discounts
and coupons
b. The
management's commitment to the growth of the firm
c. An
aggressive tone
d.
Understanding and empathy
Which of the following would be the best way to offer customer
service online?
a. To make a
form people can submit available online
b. To supply
answers to FAQ's online
c. To make
live chat with company representatives available 24/7
d. To make
company phone number available online
What would be the two needs of a customer when visiting a
theme park?
a. Safety
and Fun
b. Accuracy
and Certainty
c.
Efficiency and Seriousness
d. Low cost
and Tranquility
What is the importance of customer oriented goodwill?
a. It allows
for cheaper resolutions to customer conflict
b. It is a
good substitute for good customer service
c. It allows
the management to measure how well customer service is being performed
d. It puts
the company ahead of the competitors in respect of customer service
Which of the following would be a potential segmenting factor
for customers?
a. Age range
b. Zip code
c. The
industry they work in
d. All of
the above
Where should firms start while working on a strategy for
customer service?
a. Survey
the customers to get their feedback and to find out their needs and
expectations of the firm
b. Copy what
the competition is doing
c. Ask the
employees what strategies they want to be implemented
d. Look for
the standard customer service strategy employed in the country of operation
What should be done at the end of a phone call with a
customer after resolving an issue they had?
a. Try to
sell them something new
b. Ask them
to write a nice letter to the company praising the customer service agent
c. Tell them
only the first customer service call is free
d. Repeat to
the customer what you resolved and any further actions you'll be taking
What is meant by a "hard no"?
a. Saying
'no' to the customer but offering alternatives
b. Saying
'yes' to the customer at first but switching to 'no' later
c. Saying
'yes' to the customer with no intention of following through
d. Saying
'no' to the customer and offering no alternative solution
What general rule does phone etiquette require customer
service representatives to follow?
a. Ask the
other party how you can help them
b. Say
"Hello?" then pause
c. Ask them
for their name or customer number before greeting them
d. Try to
redirect the caller to someone else
What is the purpose of FAQ's (frequently asked questions)?
a. To give
the website more content which looks impressive
b. To spur
the customers to ask additional questions
c. To
position the company as an industry leader
d. To answer
questions customers often have so they can easily find the answer without
having to ask
Which of the following is a customer need?
a. Premium
pricing
b.
Experienced management
c. Friendly
customer service
d. Growing
financial performance
How important is the tone of voice when talking to someone on
the phone?
a. Extremely
important
b. Not
important at all
c. Slightly
important
d. Depends
on the situation
How should a customer service representative determine what
avenues to pursue to make a customer happy?
a. Follow a
standard company protocol
b. Ask the
customer what resolution they would like to see
c. Determine
what would be the cheapest alternative that would make the customer happy
d. Offer to
replace their product regardless of their problem
What is the importance of consistency while offering customer
service to different people?
a. Not
important – Customers only know what they experience and can not compare the
service they get with that offered to others
b. Very
important – Customers expect a consistent level of service when dealing with a
company
c. Important
only for large companies, not for small ones
d. Important
only for small firms since they rely on customer referrals
What final step can be taken to put your firm's customer
service above that of all others?
a. Offer to
refund more than the product value.
b. Let
customers know what the standard procedure for handling irate customers is up
front.
c. Give the
customers time to cool off by asking them to call back later.
d. Follow up
with customers after the fact to make sure they are happy with the resolution.
What should be said to a customer when putting them on hold?
a. Say
nothing. Just put them on hold.
b. Say
"just a minute"; then put them on hold.
c. Ask them
first if it is okay to put them on hold for a moment.
d. Tell them
they need to hold for several minutes.
What is the primary purpose of setting goals of customer
service?
a. To know
when no more customer service needs to be provided
b. To
compare the firm's strategy with that of the competitors
c. To create
measurable objectives which the firm can strive to meet
d. To allow
for customer service agents to be promoted on the basis of their performance
What should be the first thing to be done in problem solving?
a. Verify
the information the customer has provided and any additional facts if required.
b. Tell the
customer they will get whatever they want.
c. Tell the
customer you'll see what you can do but not to expect much.
d. Look for
errors in the customer's story.
What should be done with an irate customer after they have
vented out and explained their situation?
a. Ask them
to call back later when they have calmed down.
b. Express
empathy.
c. Put them
on hold and pass them onto a manager.
d. Issue
them a refund regardless of the problem.
What is customer profiling?
a. Reporting
customer data to government agencies
b. A
customer filling in a profile online
c. Using
customer data to determine an overall company marketing campaign
d. Using a
series of data points to place customers into groups and tailoring their
experience with your company
What are the two factors to consider when Creating Customer
Service Strategy?
a. Employee
reception to the plan, and customer reception to the plan
b. The cost
of implementing, and employee reception
c. The time
needed to create and implement, and the cost of implementation
d. The
competition's as well as the customers' reaction to the plan
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