ON-LINE EXAMINATION FOR RECRUITMENT FOR THE POST OF

CSR (CUSTOMER SERVICE REPRESENTATIVE) IN CLERICAL GRADE

INFORMATION HANDOUT

This handout contains details pertaining to various aspects of the online exam you are going to undertake
and important instructions about related matters. You are advised to study the handout carefully as it will
help you in preparing for the examination.

The on-line examination will comprise the following objective type multiple choice tests as stated below :

Sr. Test No. of Marks Duration

No. Question

1 Reasoning 50 50
Composite
2 English Language 50 50 time of
3 Clerical/Computer Aptitude 50 50 120 minutes

4 Numerical Ability 50 50
Total 200 200
The duration for the test is 120 minutes; however you may have to be at the venue for approximately
180 minutes including the time required for logging in, collection of the call letters, going through the
instructions etc. The tests will be provided in English. You can attempt any question at any point of time
within these 120 minutes. All the questions will have multiple choices. Out of the five answers to a question
only one will be the correct answer. You have to select the most appropriate answer and ‘mouse click’
that alternative which you feel is appropriate/correct. The alternative/ option that you have clicked
on will be treated as your answer to that question. There will be penalty for wrong answers marked
by you. For every wrong answer marked by you, 1/4 of the marks assigned to that question will be
deducted as penalty.
Please note that the types of questions in this handout are only illustrative and not exhaustive. In
the actual examination you will find questions of a higher difficulty level on some or all of these
types and also questions on the types not mentioned here.
Some sample questions are given below.
SAMPLE QUESTIONS
TEST OF REASONING
This is a test to see how well you can think and reason. Below are some sample questions.
Q.1-5. Read the information given below and answer the questions.
Six plays A, B, C, D, E and F of a famous playwright are to be staged one on each day from
Monday to Saturday. The schedule of the plays is to be in accordance with the following.
(1) A must be on the immediately day of the on which E is staged.
(2) C must not be staged on Tuesday.
(3) B must be on a day which follows the day on which F is staged.
(4) D must be staged on Friday only and should not be immediately preceded by B.
(5) E must not be staged on the last day of the schedule.
Q.1. Which of the following is the schedule of plays, with the order of their staging from Monday ?
(1) E A B F D C (2) A F B E D C (3) A F B C D E
(4) F A B E D C (5) Other than those given as options
Q.2. Play C cannot definitely be staged on which of the following days in addition to Tuesday ?
(1) Monday (2) Wednesday (3) Thursday (4) Friday (5) Saturday
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Q.3. Play D is between which of the following pairs of plays ?
(1) C and E (2) E and F (3) A and E (4) B and E (5) C and F

Q.4. Which of the following plays is on Monday ?

(1) E (2) A (3) F (4) B (5) C

Q.5. Which of the following plays immediately follows B ?

(1) F (2) E (3) D (4) C (5) A

Q.6. In a row of boys Amar is tenth from one end. There are 20 boys in the row. What is his position
from the other end ?
(1) 9th (2) 10th (3) 11th (4) 20th (5) Other than those given as options

Q.7. If the letters in the word TOPS can be rearranged to form a meaningful word beginning with O,
write the last letter of that word, if more than one such word can be formed the answer is M and
if no such word can be formed the answer is X.
(1) T (2) P (3) S (4) M (5) X

TEST OF ENGLISH LANGUAGE

This is a test to see how well you know English. Your English language ability would be tested through
questions on grammar, vocabulary, sentence completion, synonyms, antonyms, comprehension of a passage,
etc. Study and answer the sample questions given below. Please remember, in the test paper there may be
questions of several other types also.

Directions : Read each sentence to find out whether there is any grammatical error in it. The error, if any,
will be in one part of the sentence. The number of that part of the sentence is your answer. If
there is no error, the answer is ‘No error’.

Q.1. The regaining of freedom / as we well know has given rise for / many dormant issues /

(1) (2) (3)

and conflicts in our society. No error.
(4) (5)

Q.2. A small piece / of bread is / better than / having nothing to eat. No Error
(1) (2) (3) (4) (5)

Q.3-8. In the following passage there are blanks, each of which has been numbered. These numbers are
printed below the passage and against each, five words are suggested, one of which fits the blank
appropriately. Find out the appropriate word in each case.

The true (3) of rights is duty. If we all (4) our duties, rights will not be (5) to seek. If leaving duties
unperformed we run (6) rights, they will (7) us like an elusive person. The more we pursue them,
the farther (8) they fly.

Q.3. (1) end (2) source (3) joy (4) purpose (5) power

Q.4. (1) deny (2) devote (3) discharge (4) imagine (5) fulfill

Q.5. (1) far (2) close (3) easy (4) against (5) common

Q.6. (1) as (2) after (3) at (4) from (5) for

Q.7. (1) hold (2) grab (3) fight (4) escape (5) chase

Q.8. (1) off (2) can (3) did (4) could (5) towards

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 CLERICAL/COMPUTER APTITUDE
Q.1-3. In each question a combination of name and address is given in the first column at the left followed
by four such combinations one each under the columns 1, 2, 3 and 4. You have to find out the
combination which is exactly the same as the combination in the first column. The number of the
column which contains that combination is the answer. If all the combinations are different, the
answer is ‘5’.

1 2 3 4 5

Q.1. S. R. BHAT S. R. BHAT S. R. BHATT S. R. BHAT S. R. BHAT None

36, Bora Street 63, Bora Street 36, Bora Street 36, Bora Street 36, Bora Street
Bombay–400096 Bombay–400096 Bombay–400096 Bombay–400069 Bombay–400096
Q.2. S. Narayanan S. Narayan S. Narayanan S. Narayanan S. Naraianan None
Amar Apt. 62 Amar Apt. 62 Amar Apt. 62 Amar Apt. 66 Amar Apt. 62
Bombay–400011 Bombay–400011 Bombay–400011 Bombay–400011 Bombay–400011
Q.3. Tewarson S. O. Tewarsons S. O. Tewarson S. O. Tewarson S. O. Tewarson S. O. None
B-314 Mahanga B-314 Mahanga B-413 Mahanga B-314 Mahanga B-314 Mahanga
Tel. No. 843759 Tel. No. 843759 Tel. No. 843759 Tel. No. 843759 Tel. No. 834759

Q.4. If in a code language “de pom jo”means “meet him tomorrow”, “ren pom gol” means “I meet
you”, :gol joma sora” means “you go there” and “ren bem jo” means “I like him”, then how will
“you like tomorrow” be written in that code language ?
(1) sora de gol (2) jo gol sora (3) jo de sora
(4) gol bem de (5) Other than those given as options
Q.5. If ‘A#B’ means ‘A is brother of B’
If ‘A$B’ means ‘B is father of A’
If ‘A%B’ means ‘A is mother of B’
If ‘A@B’ means ‘B is sister of A’
Then which of the following means ‘X’ is maternal uncle of ‘Y’ ?
(1) Y#M%C$X (2) X@C%M#Y (3) Y%C$M#X
(4) X@C$M#Y (5) Other than those given as options
Q.6-7. In the following questions a group of numbers and symbols is to be coded by the letter code as per the
given scheme and conditions. You have to find out the sr.no. of the letter code group which correctly repre-
sents the number symbol combination. The sr. no. of that letter code group is your answer. If none of the letter
code groups is correct then mark (5) i.e ‘Other than those given as options’ as your answer.
Number/Symbol : 2 $ @ 7 6 # 8
Letter Code : Q B H L F M T
Condition :
1. If the first as well as the last element is a symbol both are to be coded as ‘A’.
2. If the first element is even digit and last element is a symbol their codes are to be inter changed.
Q.6. 67@2#
(1) FLHQM (2) MLHQF (3) MLQHE (4) FLQHM (5) Other than those given as options
Q.7. $687#
(1) AFTLA (2) AFTLM (3) BFTLA (4) BFTLM (5) Other than those given as options

TEST OF NUMERICAL ABILITY

The questions help to know how fast and accurately you can work with numeric calculations.
Q.1-4. In each question one number is missing. The place where the number is missing is shown by a
question mark (?). Four answers are provided against each question. They are shown by numbers
(1), (2), (3) and (4). You have to find out which one of the answers can replace the question mark. If
none of these four can replace the question mark, the answer is ‘Other than those given as options’.
Q.1. 0.7 × 0.5 = ?
(1) 35 (2) 0.35 (3) 0.0035 (4) 0.035 (5) Other than those given as options
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 24 13 5
Q.2. × × = ?
65 56 7
3 15 3 15
(1) (2) (3) (4) (5) Other than those given as options
49 245 77 56

Q.3. (27 + 498) ÷ 25 = ?

(1) 17 (2) 25 (3) 21 (4) 12 (5) Other than those given as options

Q.4. 85% of ? = 34
(1) 40 (2) 289 (3) 29 (4) 42 (5) Other than those given as options

Q.5. If the profit made by selling a pen for Rs.10 is as much as its cost, what is the cost price of the
pen ?
(1) Nil (2) Rs.5 (3) Rs.10 (4) Rs.20 (5) Other than those given as options

Q.6. Sohanlal purchased 120 reams of paper at Rs.100 per ream. The expenditure on transport was
Rs.480. He had to pay an octroi duty of 50 paise per ream and the coolie charges were Rs.60.
What should be the selling price of each ream if he wants a profit of 20% ?
(1) Rs.126 (2) Rs.115.50 (3) Rs.105
(4) Rs. 120 (5) Other than those given as options

Q.7. The interest on a certain deposit at 9% per annum is Rs.405 in one year. How much will be the
additional interest in one year on the same deposit at 10% per annum ?
(1) Rs. 40.50 (2) Rs. 450 (3) Rs. 855
(4) Rs.45 (5) Other than those given as options

(A) Details of the On-line Examination Pattern

(1) The examination would be conducted on-line i.e. on a computer.

(2) All tests will be in English.

(3) All the questions will have multiple choices. Out of the five answers to a question only one will be the
correct answer. The candidate has to select the most appropriate answer and ‘mouse click’
that alternative which he/ she feels is appropriate/ correct. The alternative/ option that is clicked
on will be treated as the answer to that question. Answer to any question will be considered
for final evaluation, only when candidates have submitted the answers by clicking on “Save &
Next” or “Mark for Review & Next”.

(4) The clock has been set at the server and the countdown timer at the top right corner of your screen
will display the time remaining for you to complete the exam. When the clock runs out the exam ends
by default - you are not required to end or submit your exam.

(5) The question palette at the right of screen shows one of the following statuses of each of the questions
numbered:

You have not visited the question yet.

You have not answered the question.

You have answered the question.

You have NOT answered the question but have marked the question for review.

You have answered the question but marked it for review.

The Marked for Review status simply acts as a reminder that you have set to look at the question
again. If an answer is selected for a question that is Marked for Review, the answer will be considered
in the final evaluation.
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(6) To select a question to answer, you can do one of the following :
(a) Click on the question number on the question palette at the right of your screen to go to that
numbered question directly. Note that using this option does NOT save your answer to the
current question.
(b) Click on ‘Save & Next’ to save answer to current question and to go to the next question in
sequence.
(c) Click on ‘Mark for Review and Next’ to save answer to current question, mark it for review,
and to go to the next question in sequence.
(7) To select your answer, click on one of the option buttons.
(8) To change your answer, click another desired option button.
(9) To save your answer, you MUST click on Save & Next.
(10) To deselect a chosen answer, click on the chosen option again or click on the Clear Response
button.
(11) To mark a question for review click on Mark for Review & Next. If an answer is selected for a
question that is Marked for Review, the answer will be considered in the final evaluation.
(12) To change an answer to a question, first select the question and then click on the new answer option
followed by a click on the Save & Next button.
(13) Questions that are saved or marked for review after answering will ONLY be considered for
evaluation.
(14) Sections will be displayed on the top bar of the screen. Questions in a section can be viewed by
clicking on the section name. The section you will view will be highlighted.
(15) After clicking the Save & Next button on the last question for a section, you will automatically be
taken to the first question of the next section.
(16) You can move the mouse cursor over the section names to view the status of the questions for that
section.
(17) You can shuffle between sections and questions anytime during the examination as per your
convenience.
(18) The candidates are requested to follow the instructions of the “Test Administrator” carefully. If any
candidate does not follow the instructions / rules, it would be treated as a case of misconduct/ adoption
of unfair means and such a candidate would be liable for debarment from appearing for examinations
for a period as decided by Bank.
(19) The candidates may ask the Test Administrator about their doubts or questions only before the
commencement of the test. No query shall be entertained after the commencement of the examination.
(20) After the expiry of 120 minutes, the candidates will not be able to attempt any question or check their
answers. The answers of the candidate would be saved automatically by the computer system even
if he/ she has not clicked the “Submit” button.
(21) Please note :
(a) Candidates will not be allowed to “finally submit” unless they have exhausted the actual
test time.
(b) Under no circumstances should a candidate click on any of the ‘keyboard keys’ once
the exam starts as this will lock the exam.
B] General Instructions:
(1) Please note date, time and venue address of the examination given in the call letter.
(2) You may visit the venue one day before the Online Examination to confirm the location so that
you are able to report on time (as printed on the call letter) on the day of the examination. Late
comers will not be allowed.
(3) The call letter should be brought with you to the examination venue along with your recent
passport size photograph duly pasted on it. (Preferably the same photograph as was as uploaded).
(4) You must scrupulously follow the instructions of the Test Administrator and Bank Representative
at the examination venue. If you violate the instructions you will be disqualified and will be asked
to leave the examination venue.
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 (5) No use of calculators (separate or with watch), books, note books or written notes, cell phones
(with or without camera facility), or any other electronic device will be allowed during the
examination.
(6) Please bring the call letter with your photograph affixed thereon, currently valid Photo identity
proof in original and a photocopy of the same ID proof which you bring in original - THIS IS
ESSENTIAL. Please hand over the call-letter alongwith photocopy of photo identity proof duly
stapled together to the invigilator. Currently valid photo identity proof may be PAN Card/Passport/
Driving Licence/Voter’s Card/Bank Passbook with photograph/Photo Identity proof issued by a
Gazetted Officer on official letterhead /Photo Identity proof issued by a People’s Representative
on official letterhead/Valid recent Identity Card issued by a recognised College/University/Aadhar/
E-Aadhar Card with a photograph/Employee ID/Bar Council Identity card with photograph. Please
Note - Ration Card will NOT be accepted as valid ID proof for this project. Please note that
your name as appearing on the call letter (provided by you during the process of registration)
should exactly match the name as appearing on the photo identity proof. Female candidates
who have changed first/last/middle name post marriage must take special note of this. If there is
any mismatch between the name indicated in the Call Letter and Photo Identity Proof you will not
be allowed to appear for the exam.
(7) Your responses (answers) will be analysed with other candidates to detect patterns of similarity
of right and wrong answers. If in the analytical procedure adopted in this regard, it is inferred/
concluded that the responses have been shared and scores obtained are not genuine/valid, your
candidature may be cancelled. Any candidate who is found copying or receiving or giving
assistance or engaging in any behaviour unbecoming of a candidate will not be considered for
assessment. The Bank may take further action against such candidates as deemed fit by it.
(8) You should bring with you a ball-point pen. A sheet of paper will be provided which can be used
for rough work or taking down the question number you would like to review at the end of the test
before submitting your answers. After the test is over you MUST hand over this sheet of paper to
the Test Administrator before leaving the venue.
(9) The possibility for occurrences of some problem in the administration of the examination cannot
be ruled out completely which may impact test delivery and/or result from being generated. In
that event, every effort will be made to rectify such problem, which may include the conduct of
another examination if considered necessary. Decision of the test conducting body in this regard
shall be final. Candidates not willing to accept such change shall lose his/her candidature for this
exam.
(10) If the examination is held in more than one session, the scores across various sessions will be
equated to adjust for slight differences in difficulty level of different test batteries used across
sessions. More than one session are required if the nodes capacity is less or some technical
disruption takes place at any centre or for any candidate.
(11) Please note that a candidate is allowed to appear only once in the online examination. Multiple
appearance in online examination will result in cancellation of candidature. In case more than
one call letter has been generated, candidates are advised to appear only once on the date and
at the time mentioned on the respective call letter. All other call letters are to be surrendered.
(12) Anyone found to be disclosing, publishing, reproducing, transmitting, storing or facilitating
transmission and storage of test contents in any form or any information therein in whole or part
thereof or by any means verbal or written, electronic or mechanical or taking away the papers
supplied in the examination hall or found to be in unauthorised possession of test content is likely
to be prosecuted.
(13) Instances for providing incorrect information and/or process violation by a candidate detected at
any stage of the selection, process will lead to disqualification of the candidate from the selection
process and he/she will not be allowed to appear in any recruitment process of the Bank in the
future. If such instances go undetected during the current selection process but are detected
subsequently, such disqualification will take place with retrospective affect.
IMPORTANT POINTS TO REMEMBER
You are advised to bring with you the following:
(i) Call letter with photo affixed thereon and photo ID card in Original and photocopy as mentioned in point
6 above.
(ii) One Ball point pen.
WISH YOU GOOD LUCK
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