50 Questions, 45 Minutes. Done on 21/07/2026

*Q1.* A member visits the branch to submit a benefits claim after waiting approximately 45 minutes. During your review, you notice that they have completed an application for an Age Benefit, yet their national ID indicates they are 48 years old. The member insists this is the form they were advised to complete and is anxious to submit it before leaving. What is the most appropriate course of action?
A. Accept the application and submit it for processing, documenting your observations in the system, as the final determination of eligibility rests with the benefits processing team.
B. Explain that, based on the information provided, the member does not appear eligible for an Age Benefit, clarify the benefit(s) they may qualify for, and assist them to submit the correct application before they leave.
C. Escalate the matter to a Benefits Officer for confirmation before advising the member, to avoid providing guidance that may later prove to be incorrect.
D. Advise the member that you cannot accept the application because it appears ineligible, and ask them to seek further clarification before submitting any claim.

*Q2.* You have just finished an extremely difficult interaction involving a member in crisis. Your next customer is already waiting and appears impatient. What is the most professionally sound approach?
A. Call the next customer in immediately — dwelling on the previous interaction increases its emotional impact and delays service
B. Ask a colleague to take the next customer while you write up the crisis interaction in the CRM, as accurate documentation is more important than speed of service at this point
C. Call the next customer in and allow yourself to process the previous interaction in the background — experienced officers can handle emotional residue while maintaining service delivery
D. Take 60–90 seconds before calling the next customer — breathe, clear your expression, and mentally close the previous interaction so the next member receives your full professional attention, not the residue of the last interaction

*Q3.* A and B invest in a business in the ratio 3: 2. If 5% of the total profit goes to charity and A’s share is Rs. 855, the total profit is:?
A. Rs. 1425
B. Rs. 1500
C. Rs. 1537.50
D. Rs. 1576

*Q4.* A member who has been waiting 90 minutes due to a system outage finally reaches you. They are visibly angry about the wait. As you begin their interaction, the system comes back online but is running slowly. The member demands to know why they should have to wait even longer. What is your most effective response?
A. Offer the member the option to leave their contact details and receive a callback when the system is fully restored, as this gives them control over the inconvenience
B. Apologise for the wait, explain that the system is now restored, and begin processing without further commentary on the delay — extended explanations waste time that should be spent resolving their issue
C. Process their query as fast as technically possible without explaining the delay, as over-communicating about system issues highlights NSSF’s operational weaknesses
D. Apologise for the system delay, validate their frustration about the 90-minute wait, set a realistic expectation for the current processing time, and update them every few minutes so the wait feels active rather than invisible

*Q5.* 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 letter of that part is the answer. If there is no error, the answer is ‘D’. (Ignore the errors of punctuation, if any).
A. on the eve of the examination
B. that I found it very easy to work it out
C. we discussed about the problem so thoroughly
D. No error.

*Q6.* Arrange the words given below in a meaningful sequence. 1. Key 2. Door 3. Lock 4. Room 5. Switch on
A. 5, 1, 2, 4, 3
B. 4, 2, 1, 5, 3
C. 1, 3, 2, 4, 5
D. 1, 2, 3, 5, 4

*Q7.* A member comes in extremely upset, insisting that an officer told them last week that their claim would be paid ‘by Friday.’ It is now the following Monday and no payment has been made. There is no record of this commitment in the CRM. What is the most appropriate handling?
A. Explain to the member that without a CRM record, the commitment cannot be verified and therefore cannot be upheld
B. Accept the member’s account, apologise for the failure, and escalate the claim for priority processing regardless of where it sits in the queue
C. Investigate the actual claim status first, give the member an accurate update based on where the claim genuinely stands, acknowledge that a commitment may have been made that was not fulfilled and apologise for the impact
D. Contact the colleague who the member says made the commitment and ask them to handle the member’s complaint directly

*Q8.* Choose the pair that best represents a similar relationship to the one expressed in this pair of words: BINDING: BOOK
A. criminal: gang
B. display: museum
C. artist: carpenter
D. nail: hammer
E. frame: picture

*Q9.* Your branch serves an average of 180 walk-in members per day. Over the past three weeks you have noticed an unusual spike to 240+ on Thursdays specifically. Which analytical approach would most accurately identify the cause?
A. Survey Thursday walk-in members informally to ask why they chose to visit today
B. Compare Thursday walk-in numbers across the past six months to confirm the spike is recent
C. Review staff rosters on Thursdays to check whether reduced staffing creates slower processing
D. Cross-reference Thursday dates against external events, employer pay dates, benefit payment dates, public announcements, or seasonal patterns

*Q10.* You notice that the same member has submitted three separate queries via three different channels on the same day about the same issue. What is the most analytically appropriate action?
A. Resolve the most recently submitted query and close the earlier two as duplicates
B. Treat each case independently as per standard protocol
C. Merge all three cases under a single CRM record, note the three-channel contact as evidence of urgency, resolve the underlying issue

*Q11.* Pointing to a photograph of a boy Suresh said, “He is the son of the only son of my mother.” How is Suresh related to that boy?
A. Brother
B. Uncle
C. Cousin
D. Father

*Q12.* A member who submitted a complaint two weeks ago calls to follow up. You handled their original complaint but the resolution is in the hands of another team and you have not received an update. What do you say?
A. Advise the member that two weeks is within the normal resolution window and ask them to wait a further week
B. Tell the member the matter has been escalated, and they should wait for the resolution team to contact them directly
C. Apologise for the delay, tell the member you will investigate and call them back within a specific timeframe, follow up internally immediately

*Q13.* A member submits a claim online. The system flags the submission as ‘Incomplete – Supporting document missing.’ The member insists they uploaded the document and shows you a confirmation screen. What is the most appropriate course of action?
A. Advise the member to upload the document again using a different browser or device
B. Verify whether the document is actually unavailable to the processing team despite the upload confirmation
C. Record the member’s explanation, proceed with the claim using the available information
D. Escalate the matter immediately as a system fault

*Q14.* You realise that you processed a claim yesterday under the wrong benefit type. The member has not yet been paid. What do you do?
A. Correct the claim type in the system and adjust the CRM entry — no further action needed
B. Immediately inform your supervisor, flag the error to the processing team before any payment is issued, correct the record
C. Correct the error and note it in the CRM, but only inform your supervisor if the payment has already been made incorrectly
D. Contact the member to explain the error before making any system correction

*Q15.* If A + B means A is the mother of B; A – B means A is the brother B; A % B means A is the father of B and A x B means A is the sister of B, which of the following shows that P is the maternal uncle of Q?
A. Q – N + M x P
B. P + S x N – Q
C. P – M + N x Q
D. Q – S % P

*Q16.* Active listening in a customer interaction means:
A. Nodding while paying full attention
B. Waiting for your turn to speak
C. Giving full attention, reflecting back key points, and asking clarifying questions
D. Taking notes without making eye contact

*Q17.* You have been informally told by another officer that a particular member ‘always causes problems’. The member arrives at your counter. What do you do?
A. Be mentally prepared for a difficult interaction but adjust your approach based on your read of the member
B. Ask your colleague to handle this member instead
C. Ask the member at the outset whether there are any previous concerns with their account
D. Engage the member exactly as you would any other member, assess them based on your direct interaction

*Q18.* After a particularly difficult week, you notice your patience levels are genuinely low and you caught yourself being short with two members today. End of day is approaching. What is the most professionally responsible action?
A. Complete the remaining interactions with maximum effort — the members deserve full service regardless
B. Acknowledge privately that your current state is affecting service quality, complete remaining interactions to the best of your ability, and take steps to address your wellbeing

*Q19.* When communicating benefit information to a customer, you should always:
A. Use technical terms to appear professional
B. Tailor your language to the customer’s level of understanding and confirm they have understood
C. Provide a written document only
D. Avoid giving too much information to prevent confusion

*Q20.* A member’s claim is at the very edge of the TAT — it must be processed by end of today or it will breach the target. You are about to leave for a meeting. What do you do?
A. Leave for the meeting and process the claim first thing after returning
B. Ask a colleague to process the claim on your behalf while you attend the meeting
C. Attend the meeting and process the claim immediately after
D. Process the claim before the meeting — if this makes you slightly late to the meeting, briefly inform your supervisor why

*Q21.* If A is the brother of B; B is the sister of C; and C is the father of D, how D is related to A?
A. Brother
B. Sister
C. Nephew
D. Cannot be determined

*Q22.* In each sentence below, four words which are lettered (A), (B), (C) and (D) are in capital letters. One may be inappropriate or wrongly spelt.
A. They were QUIET
B. AMAZED at the
C. TURN of
D. EVENTS

*Q23.* At the end of your probationary review, your supervisor gives you feedback that your CRM completion rate is 91% — below the 95% target. What is the most professionally appropriate response?
A. Ask your supervisor to review the branch-wide CRM completion data to establish whether the shortfall was systemic
B. Listen empathetically, explain the eligibility rules clearly and respectfully
C. Provide your supervisor with the data showing the correlation between system downtime and your missed entries
D. Accept the feedback, acknowledge the shortfall, provide context, and present a specific plan for maintaining the target

*Q24.* Read each sentence to find out whether there is any grammatical error in it.
A. I could not put up in a hotel
B. Because the boarding and lodging charges
C. were exorbitant.
D. No error.

*Q25.* A member presents their claim with all documentation in order. However, during the interaction you notice the member appears to be under duress. What do you do?
A. Process the claim as submitted — the documentation is complete
B. Politely find a way to speak with the member alone, confirm directly with them that they wish to proceed
C. Ask the accompanying person to wait outside and directly question the member about whether they are being coerced
D. Process the claim but document your concern in the CRM and flag it to your supervisor

*Q26.* You are tasked with identifying which benefit type is taking the longest to process based on CRM data. You filter by ‘claim initiation date’ and ‘claim payment date’ across 400 records. Before drawing conclusions, what is the MOST important data quality check to perform?
A. Verify that all 400 records have both an initiation date and a payment date

*Q27.* Which of the following best describes emotional intelligence in the workplace?
A. The ability to regulate all emotions
B. The ability to recognise, understand, and manage your own emotions and respond appropriately to others’ emotions
C. Being naturally cheerful and respectfully disagreeable at all times
D. Politely disagreeing with a customer

*Q28.* The idiom _to make clean breast of_ means;
A. To destroy before it blooms
B. To gain prominence
C. To praise oneself
D. To confess without reserve
E. None of these

*Q29.* Vincent has a paper route. Each morning, he delivers 37 newspapers to customers in his neighborhood. It takes Vincent 50 minutes to deliver all the papers. If Vincent is sick, his friend Thomas will sometimes deliver the papers for him.
A. Vincent and Thomas live in the same neighborhood.
B. It takes Thomas more than 50 minutes to deliver the papers.
C. It is dark outside when Vincent begins his deliveries.
D. Thomas would like to have his own paper route

*Q30.* Tanya is older than Eric. Cliff is older than Tanya. Eric is older than Cliff. If the first two statements are true, the third statement is
A. true
B. false
C. uncertain
D. possible

*Q31.* A member’s CRM record was last updated 14 months ago. They return to the branch today with a new query. What is the correct approach to their existing CRM record?
A. Create a new CRM entry for today’s interaction without amending the existing record
B. Ask the member to complete a new registration form so the existing record can be replaced
C. Log the new interaction and add a note flagging that the record is over 12 months old
D. Verify whether any of the member’s key details have changed, update confirmed information, and then log the new interaction

*Q32.* Which of the following is the correct order of steps when a new claim is received?
A. Initiate in system > review documents > receive claim > contact customer
B. Receive claim > review documents > verify completeness > initiate in system
C. Initiate in system > receive claim > contact customer > review documents
D. Review documents > reject incomplete claims > initiate the rest

*Q33.* NSSF has received 47 online reviews in the past week — 31 positive and 16 negative. Your manager asks you to manage the rating by deleting some negative reviews. What do you do?
A. Delete only the reviews that contain clearly false factual claims
B. Delete reviews that identify specific staff members by name
C. Flag the matter to NSSF’s legal team to advise on which reviews can be removed
D. Decline to delete any legitimate customer reviews, explain to your manager that removing genuine customer feedback violates platform terms

*Q34.* Choose the word which can be substituted for the following sentence. _That which cannot be corrected_
A. Unintelligible
B. Indelible
C. Illegible
D. Incorrigible

*Q35.* Five roommates Randy, Sally, Terry, Uma, and Vernon each do one housekeeping task — mopping, sweeping, laundry, vacuuming, or dusting one day a week, Monday through Friday. [conditions given] What task does Randy do on Monday?
A. Vacuuming
B. dusting
C. mopping
D. sweeping
E. Laundry

*Q36.* Eileen is planning a special birthday dinner for her husband’s 35th birthday. He is a simple man who would rather be in jeans at a baseball game. Which restaurant should Eileen choose?
A. Alfredo’s offers fine Italian cuisine and elegant Tuscan decor.
B. Pancho’s Mexican Buffet is an all-you-can-eat family style smorgasbord.
C. The Parisian Bistro is a four-star French restaurant.
D. TMarty’s serves delicious, hearty meals in a charming setting reminiscent of a baseball clubhouse.

*Q37.* Which of the following would you flag as requiring an exceptional approval letter to the Managing Director?
A. Any claim over 1 year old
B. A claim that meets some standard criteria
C. A claim that falls outside standard eligibility rules but has compelling circumstances
D. Any claim involving a VIP member

*Q38.* You are required to record a customer interaction in the CRM. Which of the following should be included?
A. Only the customer’s name
B. The date, nature of the query, actions taken, and outcome
C. Only escalations and complaints
D. A summary of every conversation held that day in one entry

*Q39.* From a group of 7 men and 6 women, five persons are to be selected to form a committee so that at least 3 men are there on the committee. In how many ways can it be done?
A. 564
B. 645
C. 735
D. 756

*Q40.* Select the word or phrase which is closest to the opposite in meaning of the word in capital: _History ABOUNDS in instances of courage._
A. shines
B. lacks

*Q41.* One of the warmest winters on record has put consumers in the mood to spend money. Spending is likely to be the strongest in thirteen years. During February, sales of existing single-family homes hit an annual record rate of 4.75 million. This paragraph best supports the statement that
A. consumer spending will be higher thirteen years from now than it is today.
B. more people buy houses in the month of February than in any other month.
C. during the winter months, the prices of single-family homes are the lowest.
D. there were about 4 million homes for sale during the month of February.
E. warm winter weather is likely to affect the rate of home sales.

*Q42.* An employer sends a bulk email with incorrect branch contact details and wrong opening hours. Members begin arriving at the wrong time. What is your most effective response?
A. Serve the members as they arrive, correct their information individually
B. Post the correct branch information on NSSF’s social media pages immediately
C. Report the employer’s error to NSSF’s commercial team
D. Contact the employer’s HR team, provide correct contact details, request a correction be sent to employees

*Q43.* If you’re a fitness walker, there is no need for a commute to a health club. Your neighborhood can be your health club. All you need is a well-designed pair of athletic shoes. This paragraph best supports the statement that
A. fitness walking is a better form of exercise than weight lifting.
B. a membership in a health club is a poor investment.
C. walking outdoors provides a better workout than walking indoors.
D. fitness walking is a convenient and valuable form of exercise.
E. poorly designed athletic shoes can cause major foot injuries.

*Q44.* Basic analytics in a customer service role means being able to:
A. Build complex financial models
B. Identify trends in customer queries, claims volumes, or processing times from available data
C. Manage the organisation’s customer database
D. Write code to extract data

*Q45.* A monthly report shows that claims from online channels have a 40% incomplete documentation rate compared to 15% for walk-in claims. What does this suggest?
A. Online customers are less organised
B. The online submission process may need clearer guidance or support for customers
C. Walk-in customers are more educated
D. The online channel should be discontinued

*Q46.* Brass gets discoloured in air because of the presence of which of the following gases in air?
A. Oxygen
B. Hydrogen sulphide
C. Carbon dioxide
D. Nitrogen

*Q47.* You are asked to compile a summary of unresolved queries from the past month. The best source for this information is:
A. Your personal memory
B. The CRM system, filtered by status and date
C. A verbal briefing from your team leader
D. The complaints register only

*Q48.* A, P, R, X, S and Z are sitting in a row. S and Z are in the centre. A and P are at the ends. R is sitting to the left of A. Who is to the right of P?
A. A
B. X
C. Z
D. S

*Q49.* Maintaining audience experience on the Fund’s online channels means:
A. Ensuring every comment or message receives a response as quickly as possible
B. Monitoring online interactions, providing timely and accurate responses where appropriate, maintaining a consistent professional tone
C. Prioritizing responses to posts with the highest public visibility or engagement first
D. Focusing primarily on publishing high-quality content and allowing technical teams to address questions

*Q50.* An external stakeholder – such as an employer or agency – submits a query on behalf of multiple members. What is the most effective approach?
A. Handle each member’s query individually as they come in
B. Treat the stakeholder as a key contact, respond comprehensively to their query, and follow up to confirm all members’ issues are resolved
C. Verify the query as it did not come directly from members
D. Ask each member to contact NSSF individually

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