[Mission 2024] Insta–DART (Daily Aptitude and Reasoning Test) 1 April 2024

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Considering the alarming importance of CSAT in UPSC CSE Prelims exam and with enormous requests we received recently, InsightsIAS has started Daily CSAT Test to ensure students practice CSAT Questions on a daily basis. Regular Practice would help one overcome the fear of CSAT too. We are naming this initiative as Insta– DART – Daily Aptitude and Reasoning Test. We hope you will be able to use DART to hit bull’s eye in CSAT paper and comfortably score 100+ even in the most difficult question paper that UPSC can give you in CSP-2021. Your peace of mind after every step of this exam is very important for us.

Looking forward to your enthusiastic participation (both in sending us questions and solving them on daily basis on this portal).

Wish you all the best ! 🙂

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• Question 1 of 5 1. Question Use your rational brain to your advantage. Even under crisis, a wise person chooses his words and actions after giving due consideration to the possible impact of his response. Choose to fix the problem than fixing the environment in which the problem occurs. Often the solution is readily available if you are willing to see beyond your overflowing emotions in a crisis. This not only helps you to solve the problem but also helps you to feel in control. There are things that you can fix and there are things which you cannot. Choose to work on what you can control. For instance, increasing inflation is a problem which affects everyone, but one cannot fix it as an individual. However, altering your shopping list or cutting down some luxuries is still in your control. When you fix problems, you fix your stress. When you shift your focus to a problem like inflation you are going to feel stressed continuously as you will never be able to fix it directly. Master your time management skills and organize your work schedule. Make time for relaxing and cultivate hobbies. An uncluttered workspace helps you feel calmer. Also organizing is like a ‘stitch in time’, a pro-active measure, which helps you to avoid additional stress. Take time out for yourself and work out. Eating right and exercising regularly can improve your ability to persist through stress. Exercise is also a great diversion with a positive benefit. Do you do the following? Eating with family members Eating with family members at least once a day Walking/jogging/working out/meditating regularly Cooking, hobbies or other such activities which are good stress-buster Calling up on your close friend Learn to take control of your situation. Express assertively what you feel when you are in a stressful situation. Learn to say ‘no’. It is better to fight than to fume. Find a trusted friend with whom you can share your frustrations. It’s okay to vent your ire at times. This relaxes your mind. Learn to put your reason strongly and affirmatively. Let’s assume you already have a pre- scheduled engagement with your family and friends. However, an important project has cropped up at work and your boss wants you to come to work on the weekend and finish the work. In this case you have to inform your boss that you are thankful for the trust he/she has on you but you can’t make it. State why you will not be able to do this and explain why the family engagement is important, why you need to be there and there is no other person to handle the family engagement in your absence. In critical cases, offer an alternative, like negotiating a different deadline, or delegating a part of the work to a colleague and so on. Identify causes of negative thoughts, beliefs and images, and learn to identify the themes which generate faulty thinking (“I’m not good enough”, “I’m going to fail”, “I can’t do this”). Try to think of your low self-esteem thoughts as beliefs rather than as facts. Then try testing these out. Spend time with yourself. Take time out for your hobbies. Spend time with your friends and family regularly. Look at your priority list. If you don’t have one yet, make one. List the things you think should be accomplished within a day. If you have a list of 10 things to accomplish, three or four of the tasks will probably be absolutely crucial, and at least four or five will be relatively unimportant. You need to accept that not only are those remaining items not a possibility within the day, but they are not probably worth doing right then. Take a break. Find a conference room or a patch of garden where you can breathe out and breathe in, all on your own. This will help you ‘reset’ yourself and re-focus on work. Bring probability into your thinking. How often have you thought, ‘This project is doomed to fail. I’ll lose my job and my family will be homeless.’ If it’s ‘fairly often’, you need to re-think. What are the chances of the project failing, why is no one else working towards a reschedule or taking responsibility? Finally, what are the chances of you not finding a new career? All of these would probably have varying degrees of possibility. Work on managing the one which seems most likely to happen. Do not panic if the decisions you need to take are fundamental to your livelihood. Instead of worrying, work out a plan B. Think for two minutes. Make three columns on a piece of paper. In the first, write down the stressful or upsetting event (Monday at 10 am: schedule meeting with the project manager). In the second, write down the feelings you’re experiencing in single words (unprepared, anxious, angry) and rate them between 1 and 10, with 10 describing your worst state. In the third column, spend the rest of the two minutes writing every thought that’s going through your head. Then don’t look at the paper for a whole day. A day later review your reactions and calibrations. You will see that most of those reactions seem overstated. You will need to know how to verbalize your mood going forward. Do not take decisions or get into situations which will make you anxious. Avoid listening to upsetting, unnecessary news at the workplace or home. Switch off from negativity and minimize risk by being ready to share work credit and risk with others. (920 words) With reference to the above passage, the following assumptions have been made: Stress often results from overflowing emotions and perceived lack of control about the stress inducing situation. Stress can be managed by identifying patterns of faulty thinking and using priority lists or probability to manage these thoughts. Which of the above assumption is/are valid? (a) 1 only (b) 2 only (c) Both 1 and 2 (d) Neither 1 nor 2 Correct Answer: C Justification: Statement 1 is correct as the first part of the passage talks about overflowing emotions in a crisis can make you feel more stressful and out of control. In such situations, taking control of your reaction can help reduce stress. Statement 2 is correct because the passage states that identifying causes of negative thoughts, beliefs and images, and learning to identify the themes which generate faulty thinking can help to manage stress. Priority lists and probability are some of the techniques mentioned as well. Incorrect Answer: C Justification: Statement 1 is correct as the first part of the passage talks about overflowing emotions in a crisis can make you feel more stressful and out of control. In such situations, taking control of your reaction can help reduce stress. Statement 2 is correct because the passage states that identifying causes of negative thoughts, beliefs and images, and learning to identify the themes which generate faulty thinking can help to manage stress. Priority lists and probability are some of the techniques mentioned as well.

#### 1. Question

Use your rational brain to your advantage. Even under crisis, a wise person chooses his words and actions after giving due consideration to the possible impact of his response. Choose to fix the problem than fixing the environment in which the problem occurs. Often the solution is readily available if you are willing to see beyond your overflowing emotions in a crisis. This not only helps you to solve the problem but also helps you to feel in control. There are things that you can fix and there are things which you cannot. Choose to work on what you can control. For instance, increasing inflation is a problem which affects everyone, but one cannot fix it as an individual. However, altering your shopping list or cutting down some luxuries is still in your control. When you fix problems, you fix your stress. When you shift your focus to a problem like inflation you are going to feel stressed continuously as you will never be able to fix it directly.

Master your time management skills and organize your work schedule. Make time for relaxing and cultivate hobbies. An uncluttered workspace helps you feel calmer. Also organizing is like a ‘stitch in time’, a pro-active measure, which helps you to avoid additional stress.

Take time out for yourself and work out. Eating right and exercising regularly can improve your ability to persist through stress. Exercise is also a great diversion with a positive benefit.

Do you do the following?

• Eating with family members

• Eating with family members at least once a day

• Walking/jogging/working out/meditating regularly

• Cooking, hobbies or other such activities which are good stress-buster

• Calling up on your close friend

Learn to take control of your situation. Express assertively what you feel when you are in a stressful situation. Learn to say ‘no’. It is better to fight than to fume. Find a trusted friend with whom you can share your frustrations. It’s okay to vent your ire at times. This relaxes your mind.

Learn to put your reason strongly and affirmatively. Let’s assume you already have a pre- scheduled engagement with your family and friends. However, an important project has cropped up at work and your boss wants you to come to work on the weekend and finish the work. In this case you have to inform your boss that you are thankful for the trust he/she has on you but you can’t make it. State why you will not be able to do this and explain why the family engagement is important, why you need to be there and there is no other person to handle the family engagement in your absence.

In critical cases, offer an alternative, like negotiating a different deadline, or delegating a part of the work to a colleague and so on.

Identify causes of negative thoughts, beliefs and images, and learn to identify the themes which

generate faulty thinking (“I’m not good enough”, “I’m going to fail”, “I can’t do this”). Try to think of

your low self-esteem thoughts as beliefs rather than as facts. Then try testing these out.

Spend time with yourself. Take time out for your hobbies. Spend time with your friends and family regularly.

Look at your priority list. If you don’t have one yet, make one. List the things you think should be accomplished within a day. If you have a list of 10 things to accomplish, three or four of the tasks will probably be absolutely crucial, and at least four or five will be relatively unimportant. You need to accept that not only are those remaining items not a possibility within the day, but they are not probably worth doing right then.

Take a break. Find a conference room or a patch of garden where you can breathe out and breathe in, all on your own. This will help you ‘reset’ yourself and re-focus on work.

Bring probability into your thinking. How often have you thought, ‘This project is doomed to fail. I’ll lose my job and my family will be homeless.’ If it’s ‘fairly often’, you need to re-think. What are the chances of the project failing, why is no one else working towards a reschedule or taking responsibility? Finally, what are the chances of you not finding a new career? All of these would probably have varying degrees of possibility. Work on managing the one which seems most likely to happen. Do not panic if the decisions you need to take are fundamental to your livelihood. Instead of worrying, work out a plan B.

Think for two minutes. Make three columns on a piece of paper. In the first, write down the stressful or upsetting event (Monday at 10 am: schedule meeting with the project manager). In the second, write down the feelings you’re experiencing in single words (unprepared, anxious, angry) and rate them between 1 and 10, with 10 describing your worst state. In the third column, spend the rest of the two minutes writing every thought that’s going through your head.

Then don’t look at the paper for a whole day. A day later review your reactions and calibrations. You will see that most of those reactions seem overstated. You will need to know how to verbalize your mood going forward.

Do not take decisions or get into situations which will make you anxious. Avoid listening to upsetting, unnecessary news at the workplace or home. Switch off from negativity and minimize risk by being ready to share work credit and risk with others. (920 words)

With reference to the above passage, the following assumptions have been made:

• Stress often results from overflowing emotions and perceived lack of control about the stress inducing situation.

• Stress can be managed by identifying patterns of faulty thinking and using priority lists or probability to manage these thoughts.

Which of the above assumption is/are valid?

• (a) 1 only

• (b) 2 only

• (c) Both 1 and 2

• (d) Neither 1 nor 2

Justification:

Statement 1 is correct as the first part of the passage talks about overflowing emotions in a crisis can make you feel more stressful and out of control. In such situations, taking control of your reaction can help reduce stress.

Statement 2 is correct because the passage states that identifying causes of negative thoughts, beliefs and images, and learning to identify the themes which generate faulty thinking can help to manage stress. Priority lists and probability are some of the techniques mentioned as well.

Justification:

• Question 2 of 5 2. Question Workplaces the world have become more and more ‘virtual’. The importance of working across time and space has increased as people are realizing the potential of connecting through virtual means. Many different ways of connecting through phone-based and internet networks are available to professionals. Think of all the ways in which you connect with people virtually. From basic phone calls and emails to connecting through social media such as Facebook and Twitter are the various ways. In the workplace, what are the various technologies used to interact virtually, either in groups or on a one-on-one basis? Because virtual meetings are not a face-to-face medium of interaction, there are a few rules which participants need to keep in mind to ensure that things go smoothly. Being aware of time differences: while planning the meeting, the moderator should ensure that different time zones are taken into consideration, so that the time planed is comfortable for everyone. Punctuality: It is important to be punctual for even conventional meetin Since people are making time especially for a virtual meeting, it is even more important to be on time. Setting a clear agenda: The moderator needs to make sure that the agenda for the meeting is clear. If any homework needs to be done beforehand, the participants should do i Importance of introductions: While starting a meeting, it is important for everyone to introduce themselv Because people cannot see each other, these introductions are important. Also, while speaking, it is important to quickly introduce oneself – for example, just saying, ‘Rakesh here, and I want to make a point’ is enough. In this way, people will not be confused about who is speaking. The moderator needs to know the names of all the participants and ensure that they are all equally participating in the meeting. Staying to the point: Since people have limited time, they should not meander from the original top People should also avoid extraneous/personal conversations. If there are queries which are not exactly related to the agenda, then the participants should discuss them later. Avoiding mealtimes: It is best to avoid mealtimes for having virtual meetings, because the sound of eating shouldn’t interfere with the meetin Participants should be very careful about sounds, in general, while attending a virtual meeting. For example, if you get a fit of coughing, it is best to excuse yourself, and mute your audio for a while till you can participate again. Judicious use of mute button: It is best to mute your audio throughout unless you have a point to make. This will reduce chances of interference due to background nois At the same time, the moderator must ensure that even the silent members are alert and participating completely in the meeting – therefore, he or she should ask them if they are following the interaction, from time to time. Interruption: Interruptions are difficult and cause confusion in virtual meetings, therefore try to let others complete their point before you spea It is important to minute the meeting carefully, so that none of the points discussed are missed out later. These meeting minutes need to be sent out to all the participants afterwards, so that it can be ensured that everyone knows the actionables of the meetin (548 words) Choose the option that best captures the essence of the passage. (a) Virtual meetings can be successfully conducted by following basic rules such as being punctual, respecting the speaker, avoiding disruptions and taking notes. (b) In-person meetings allow more scope for relationship-building and brainstorming compared to virtual meetings. (c) Members of virtual meetings should make sure to keep their video cameras on and maintain eye contact with the speaker or moderator. (d) Virtual technologies such as audio recorders, transcript options and subtitles make it easier to record the minutes of virtual meetings. Correct Answer: A Justification: The passage talks about the etiquette for virtual meetings. This is best represented in the first statement. The second statement draws a comparison between in-person meetings and virtual ones while the passage does not make any comparison. The last two statements also discuss elements of virtual meetings that are not mentioned in the passage. Incorrect Answer: A Justification: The passage talks about the etiquette for virtual meetings. This is best represented in the first statement. The second statement draws a comparison between in-person meetings and virtual ones while the passage does not make any comparison. The last two statements also discuss elements of virtual meetings that are not mentioned in the passage.

#### 2. Question

Workplaces the world have become more and more ‘virtual’. The importance of working across time and space has increased as people are realizing the potential of connecting through virtual means. Many different ways of connecting through phone-based and internet networks are available to professionals.

Think of all the ways in which you connect with people virtually. From basic phone calls and emails to connecting through social media such as Facebook and Twitter are the various ways. In the workplace, what are the various technologies used to interact virtually, either in groups or on a one-on-one basis?

Because virtual meetings are not a face-to-face medium of interaction, there are a few rules which participants need to keep in mind to ensure that things go smoothly.

• Being aware of time differences: while planning the meeting, the moderator should ensure that different time zones are taken into consideration, so that the time planed is comfortable for everyone.

• Punctuality: It is important to be punctual for even conventional meetin Since people are making time especially for a virtual meeting, it is even more important to be on time.

• Setting a clear agenda: The moderator needs to make sure that the agenda for the meeting is clear. If any homework needs to be done beforehand, the participants should do i

• Importance of introductions: While starting a meeting, it is important for everyone to introduce themselv Because people cannot see each other, these introductions are important. Also, while speaking, it is important to quickly introduce oneself – for example, just saying, ‘Rakesh here, and I want to make a point’ is enough. In this way, people will not be confused about who is speaking. The moderator needs to know the names of all the participants and ensure that they are all equally participating in the meeting.

• Staying to the point: Since people have limited time, they should not meander from the original top People should also avoid extraneous/personal conversations. If there are queries which are not exactly related to the agenda, then the participants should discuss them later.

• Avoiding mealtimes: It is best to avoid mealtimes for having virtual meetings, because the sound of eating shouldn’t interfere with the meetin Participants should be very careful about sounds, in general, while attending a virtual meeting. For example, if you get a fit of coughing, it is best to excuse yourself, and mute your audio for a while till you can participate again.

• Judicious use of mute button: It is best to mute your audio throughout unless you have a point to make. This will reduce chances of interference due to background nois At the same time, the moderator must ensure that even the silent members are alert and participating completely in the meeting – therefore, he or she should ask them if they are following the interaction, from time to time.

• Interruption: Interruptions are difficult and cause confusion in virtual meetings, therefore try to let others complete their point before you spea

• It is important to minute the meeting carefully, so that none of the points discussed are missed out later. These meeting minutes need to be sent out to all the participants afterwards, so that it can be ensured that everyone knows the actionables of the meetin (548 words)

Choose the option that best captures the essence of the passage.

• (a) Virtual meetings can be successfully conducted by following basic rules such as being punctual, respecting the speaker, avoiding disruptions and taking notes.

• (b) In-person meetings allow more scope for relationship-building and brainstorming compared to virtual meetings.

• (c) Members of virtual meetings should make sure to keep their video cameras on and maintain eye contact with the speaker or moderator.

• (d) Virtual technologies such as audio recorders, transcript options and subtitles make it easier to record the minutes of virtual meetings.

Justification:

The passage talks about the etiquette for virtual meetings. This is best represented in the first statement. The second statement draws a comparison between in-person meetings and virtual ones while the passage does not make any comparison. The last two statements also discuss elements of virtual meetings that are not mentioned in the passage.

Justification:

• Question 3 of 5 3. Question Dealing well with complaints shows how important customer care is for your company. It shows that you listen to your customers, that you want to learn from your mistakes, and that you are continually trying to improve your services. Below are some tips for dealing with complaints. Take Each Complaint Seriously If you deal with a complaint in the wrong way, one unhappy customer may tell many more people about your poor service. On the other hand, if you deal with a complaint successfully, that customer will probably do business with you again. Remember that finding new customers is much more expensive than keeping current ones. Listen to Your Customers and Show Them You Understand What They Are feeling Listen carefully to your callers and let them get rid of their anger or frustration. Try to see things from their point of view and make sure you show them that you understand their problem. Admit that a Mistake has Been Made and Say Sorry If the customer thinks something is a complaint, then it is, even if you think the problem is not important. If your company has really made a mistake, say so and apologize. Even if you think a mistake has not been made, show the customer that you understand the problem. Never tell the customer that the complaint is not important. Accept Personal Responsibility Even if you are not directly responsible for the mistake, it is not important for the customer whose fault it really is. You are the face of your organization and it is your responsibility to solve the problem. If you are not able to do so yourself, find the person who can. Make sure you support the customer until the right person can help. Take Immediate Action Customers want their problems solved quickly. Acting fast shows customers that you take them and their problems seriously. Offer Compensation If possible, try to compensate customers for a mistake, e.g. by giving a small discount. Often the fact that you are giving some kind of compensation is more important than the compensation itself. Thank the customer for making the complaint This may sound illogical, but complaints are the best feedback you can get. They show how you can improve your service and make your customers more satisfied. (381 words) Which among the following is the most logical and rational assumption that can be made from the above passage? (a) Retaining old customers is more important than gaining new ones. (b) Customer satisfaction and complaint redressal mechanisms go hand in hand. (c) Fast action is important for customer satisfaction. (d) All of the above Correct Answer: D Justification: The passage posits some rules for complaint management. Statement 1 is a correct assumption because the passage states that attracting new customers is more expensive than retaining old ones. There retaining them will be of high importance to the company. Statement 2 is correct because the passage says that complaints can act as feedback for the company. Through redressal of the complaint and improving services through this feedback, customer satisfaction is also likely to increase. Statement 3 is also correct as the passage describes customers who want their problems solved quickly as a show of seriousness. Hence, D. Incorrect Answer: D Justification: The passage posits some rules for complaint management. Statement 1 is a correct assumption because the passage states that attracting new customers is more expensive than retaining old ones. There retaining them will be of high importance to the company. Statement 2 is correct because the passage says that complaints can act as feedback for the company. Through redressal of the complaint and improving services through this feedback, customer satisfaction is also likely to increase. Statement 3 is also correct as the passage describes customers who want their problems solved quickly as a show of seriousness. Hence, D.

#### 3. Question

Dealing well with complaints shows how important customer care is for your company. It shows that you listen to your customers, that you want to learn from your mistakes, and that you are continually trying to improve your services. Below are some tips for dealing with complaints.

Take Each Complaint Seriously

If you deal with a complaint in the wrong way, one unhappy customer may tell many more people about your poor service. On the other hand, if you deal with a complaint successfully, that customer will probably do business with you again. Remember that finding new customers is much more expensive than keeping current ones.

Listen to Your Customers and Show Them You Understand What They Are feeling

Listen carefully to your callers and

let them get rid of their anger or frustration. Try to see things from their point of view and make sure you show them that you understand their problem.

Admit that a Mistake has Been Made and Say Sorry

If the customer thinks something is a complaint, then it is, even if you think the problem is not important. If your company has really made a mistake, say so and apologize. Even if you think a mistake has not been made, show the customer that you understand the problem. Never tell the customer that the complaint is not important.

Accept Personal Responsibility

Even if you are not directly responsible for the mistake, it is not important for the customer whose fault it really is. You are the face of your organization and it is your responsibility to solve the problem. If you are not able to do so yourself, find the person who can. Make sure you support the customer until the right person can help.

Take Immediate Action

Customers want their problems solved quickly. Acting fast shows customers that you take them and their problems seriously.

Offer Compensation

If possible, try to compensate customers for a mistake, e.g. by giving a small discount. Often the fact that you are giving some kind of compensation is more important than the compensation itself.

Thank the customer for making the complaint

This may sound illogical, but complaints are the best feedback you can get. They show how you can improve your service and make your customers more satisfied. (381 words)

Which among the following is the most logical and rational assumption that can be made from the above passage?

• (a) Retaining old customers is more important than gaining new ones.

• (b) Customer satisfaction and complaint redressal mechanisms go hand in hand.

• (c) Fast action is important for customer satisfaction.

• (d) All of the above

Justification:

The passage posits some rules for complaint management. Statement 1 is a correct assumption because the passage states that attracting new customers is more expensive than retaining old ones. There retaining them will be of high importance to the company. Statement 2 is correct because the passage says that complaints can act as feedback for the company. Through redressal of the complaint and improving services through this feedback, customer satisfaction is also likely to increase. Statement 3 is also correct as the passage describes customers who want their problems solved quickly as a show of seriousness. Hence, D.

Justification:

• Question 4 of 5 4. Question “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.” Mahatma Gandhi 5 Important Customer Care Skills: Patience: Any customer reaching out to you is doing so because they need help. Therefore, they are already unsatisfied with the product or service that is being provided. It is then up to you, the customer service representative, to save the situation. It is important that you take the time out to understand what the customer wants and then try to solve their problem. Attentiveness: It is important to really listen to the customer. This is not only to fix their problem, but also to identify patterns in the problems that seem to be coming up. You may find that out of every 10 calls you receive, 7 are about the same issue. This, when communicated to the development team, can ensure not only the product’s superiority but also a happier customer and fewer customer complaints. Communication Skills: Make sure you speak clearly! Follow a pattern: after hearing the customer’s problem, repeat it to them, suggest a solution, and make sure you ask them if they have any further questions. There is nothing more frustrating to a customer than a representative who can’t understand them. Knowledge of Product/Service: Make sure you know all the details about the product or service that the company is offering. Research it and do your homework. Without knowing your own product, it will be hard for you to help customers. Time Limit: While we want to leave our customers happy, we also want to make sure that we do this in the most efficient manner possible. If the problem seems difficult to you, recognize this quickly and seek help from your manager. (346 words) Which of the following statements, if false, could be seen as supporting the passage? Multiple complaints about the same issue should be taken to the relevant team to be addressed at a system level. Guessing customers’ problems can help you save time and increase customer satisfaction. Select the correct answer using the code given below. (a) 1 only (b) 2 only (c) Both 1 and 2 (d) Neither 1 nor 2 Correct Answer: B Justification: Statement 1, if true, supports the passage as it talks about identifying patterns in the problems that seem to be coming up. This, when communicated to the development team, can ensure not only the product’s superiority but also a happier customer and fewer customer complaints. Thus, if this were false, it would not support the passage. On the other hand, statement 2, if true does not support the passage which emphasizes the need to communicate effectively as there is nothing more frustrating to a customer than a representative who can’t understand them. Instead of guessing, it advocates repeating the problem to the customer. Thus, this statement, if false, will support the passage. Hence B. Incorrect Answer: B Justification: Statement 1, if true, supports the passage as it talks about identifying patterns in the problems that seem to be coming up. This, when communicated to the development team, can ensure not only the product’s superiority but also a happier customer and fewer customer complaints. Thus, if this were false, it would not support the passage. On the other hand, statement 2, if true does not support the passage which emphasizes the need to communicate effectively as there is nothing more frustrating to a customer than a representative who can’t understand them. Instead of guessing, it advocates repeating the problem to the customer. Thus, this statement, if false, will support the passage. Hence B.

#### 4. Question

“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.” Mahatma Gandhi

5 Important Customer Care Skills:

Patience: Any customer reaching out to you is doing so because they need help. Therefore, they are already unsatisfied with the product or service that is being provided. It is then up to you, the customer service representative, to save the situation. It is important that you take the time out to understand what the customer wants and then try to solve their problem.

Attentiveness: It is important to really listen to the customer. This is not only to fix their problem, but also to identify patterns in the problems that seem to be coming up. You may find that out of every 10 calls you receive, 7 are about the same issue. This, when communicated to the development team, can ensure not only the product’s superiority but also a happier customer and fewer customer complaints.

Communication Skills: Make sure you speak clearly! Follow a pattern: after hearing the customer’s problem, repeat it to them, suggest a solution, and make sure you ask them if they have any further questions. There is nothing more frustrating to a customer than a representative who can’t understand them.

Knowledge of Product/Service: Make sure you know all the details about the product or service that

the company is offering. Research it and do your homework. Without knowing your own product, it

will be hard for you to help customers.

Time Limit: While we want to leave our customers happy, we also want to make sure that we do this in the most efficient manner possible. If the problem seems difficult to you, recognize this quickly and seek help from your manager. (346 words)

Which of the following statements, if false, could be seen as supporting the passage?

• Multiple complaints about the same issue should be taken to the relevant team to be addressed at a system level.

• Guessing customers’ problems can help you save time and increase customer satisfaction.

Select the correct answer using the code given below.

• (a) 1 only

• (b) 2 only

• (c) Both 1 and 2

• (d) Neither 1 nor 2

Justification:

Statement 1, if true, supports the passage as it talks about identifying patterns in the problems that seem to be coming up. This, when communicated to the development team, can ensure not only the product’s superiority but also a happier customer and fewer customer complaints. Thus, if this were false, it would not support the passage.

On the other hand, statement 2, if true does not support the passage which emphasizes the need to communicate effectively as there is nothing more frustrating to a customer than a representative who can’t understand them. Instead of guessing, it advocates repeating the problem to the customer. Thus, this statement, if false, will support the passage. Hence B.

Justification:

• Question 5 of 5 5. Question Meeting Etiquette: People in North America and most European countries shake hands when they meet business associates. Handshakes are usually brief, and a firm handshake is usually considered good. Eye contact is important when shaking someone’s hand. Westerners are usually quite informal. While shaking hands is the more usual formal greeting, a casual “Hello”, “Hi” or “How are you?” is also acceptable. The answer to the question “How are you?” is simply an “I am fine” or “Very well, thank you”. This is a pleasantry and a way to break the ice. While being introduced, people usually stand, unless ill or physically unable. When introducing someone else, it is preferable to include information about them. For example, “This is Dr Rajiv Mathur. He will be working on the project as well.” Notice the use of “Dr” – using professional titles to introduce someone else is customary. However, do not use your title when introducing yourself. Corporate Culture Etiquette: Time is of the essence. When you are doing business with international clients, be sure to be on time. Lateness is unacceptable and considered rude and may severely affect the meeting. Do ask questions if you don’t understand something. Feel free to seek more information by asking questions; this isn’t considered rude. It is rude to interrupt someone while talking. During a pause, say “Excuse me” before bringing in a new point. Silence is to be avoided in social or business meetings. Written communication is of the highest priority. Follow up meetings and conversations with an email. It is important to spell names correctly and use the correct titles in mails. Most people appreciate and are impressed by numbers. Using statistics to support your opinions will help you be persuasive. Additional Hints: Names are not held sacred in all countries. If your name is mispronounced, it’s usual to just laugh it off. “Please” and “Thank you” are used frequently. Say “Please” and “Thank you” for the smallest kindness. Similarly, “Pardon me” or “Excuse me” is used if one doesn’t understand what someone else has said. Social conversation should be kept light and brief. It is best not to talk for a very long time about a certain topic as it can make people uncomfortable. (371 words) Which one of the following is the most logical and rational inference that can be made from the above passage? (a) Confidence is more important during corporate meetings than asking questions to understand the procedure. (b) Interrupting someone who is of a lower designation to you is permitted in a corporate meeting. (c) Politeness is of high priority in all aspects of corporate culture etiquette. (d) Visual aids and presentations can impress clients during a corporate meeting. Correct Answer: C Justification: Statement 1 is not a correct inference because the passage states that asking questions in order to better understand something is permitted. Statement 2 is not correct because interrupting anyone is considered rude. Statement 3 is correct because the passage emphasises all the actions that must be avoided in order to avoid rudeness and highlights the importance of saying polite phrases like ‘please’ and ‘thank you’. Statement 4 is not correct because the passage only refers to statistics and not to other aids. Incorrect Answer: C Justification: Statement 1 is not a correct inference because the passage states that asking questions in order to better understand something is permitted. Statement 2 is not correct because interrupting anyone is considered rude. Statement 3 is correct because the passage emphasises all the actions that must be avoided in order to avoid rudeness and highlights the importance of saying polite phrases like ‘please’ and ‘thank you’. Statement 4 is not correct because the passage only refers to statistics and not to other aids.

#### 5. Question

Meeting Etiquette:

People in North America and most European countries shake hands when they meet business associates. Handshakes are usually brief, and a firm handshake is usually considered good. Eye contact is important when shaking someone’s hand.

Westerners are usually quite informal. While shaking hands is the more usual formal greeting, a casual “Hello”, “Hi” or “How are you?” is also acceptable. The answer to the question “How are you?” is simply an “I am fine” or “Very well, thank you”. This is a pleasantry and a way to break the ice.

While being introduced, people usually stand, unless ill or physically unable. When introducing someone else, it is preferable to include information about them. For example, “This is Dr Rajiv Mathur. He will be working on the project as well.” Notice the use of “Dr” – using professional titles to introduce someone else is customary. However, do not use your title when introducing yourself.

Corporate Culture Etiquette:

Time is of the essence. When you are doing business with international clients, be sure to be on time. Lateness is unacceptable and considered rude and may severely affect the meeting.

Do ask questions if you don’t understand something. Feel free to seek more information by asking questions; this isn’t considered rude.

It is rude to interrupt someone while talking. During a pause, say “Excuse me” before bringing in a new point. Silence is to be avoided in social or business meetings.

Written communication is of the highest priority. Follow up meetings and conversations with an email. It is important to spell names correctly and use the correct titles in mails.

Most people appreciate and are impressed by numbers. Using statistics to support your opinions will help you be persuasive.

Additional Hints:

Names are not held sacred in all countries. If your name is mispronounced, it’s usual to just laugh it off.

“Please” and “Thank you” are used frequently. Say “Please” and “Thank you” for the smallest kindness. Similarly, “Pardon me” or “Excuse me” is used if one doesn’t understand what someone else has said.

Social conversation should be kept light and brief. It is best not to talk for a very long time about a certain topic as it can make people uncomfortable. (371 words)

Which one of the following is the most logical and rational inference that can be made from the above passage?

• (a) Confidence is more important during corporate meetings than asking questions to understand the procedure.

• (b) Interrupting someone who is of a lower designation to you is permitted in a corporate meeting.

• (c) Politeness is of high priority in all aspects of corporate culture etiquette.

• (d) Visual aids and presentations can impress clients during a corporate meeting.

Justification:

Statement 1 is not a correct inference because the passage states that asking questions in order to better understand something is permitted.

Statement 2 is not correct because interrupting anyone is considered rude.

Statement 3 is correct because the passage emphasises all the actions that must be avoided in order to avoid rudeness and highlights the importance of saying polite phrases like ‘please’ and ‘thank you’.

Statement 4 is not correct because the passage only refers to statistics and not to other aids.

Justification:

Statement 1 is not a correct inference because the passage states that asking questions in order to better understand something is permitted.

Statement 2 is not correct because interrupting anyone is considered rude.

Statement 4 is not correct because the passage only refers to statistics and not to other aids.

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