1. What is the representative APR variable?*

16.9% 18.9% 19.9% 20.9%

Q1

2. How many months interest free are there on retail purchases?*

12 18 20 24

Q2

3. What is the interest free period in months on balance transfers?*

24 30 36 48

Q3

4. What is the balance transfer administration fee on the product?*

2% 2.5% 3% 3.5%

Q4

5. Within what period must a balance transfer be made to ensure that the applicant receives the 0% interest offer?*

Within a month Within two months Within three months Within six months

Q5

6. How many bonus Nectar points can be earned each time a customer spends £20 on their first ten shops?*

100 points 500 points 1500 points 10,000 points

Q6

7. What is the duration of the offer in which a customer can earn bonus Nectar points with each £20 spend in Sainsburys in store or online?*

1 month 2 months 3 months 6 months

Q7

8. What is the cash equivalent value of 1000 points worth?*

£1 £5 £10 £20

Q8

9. What is the minimum payment that must be made on each statement?*

2.25% or £5 or the full balance if less than £5 3% or £10 or the full balance if less than £10 2.25% or £10 or the full balance if than £10 5% or £5 or the full balance if less than £5

Q9

10. On what network is the Sainsbury's Bank credit card issued?*

Visa Mastercard American Express

Q10

ProductTotal

11. Who must tick the box to establish the applicant does not need further support with their application?*

Applicant Sales Exec Doesn’t matter who ticks the box

Q11

12. What should you do if the applicant does need additional support?*

Make a note but carry on with the application regardless Allow the applicant to complete the application Refuse to take the application & tell the potential applicant that you are unable to help them Either ask the potential applicant to make a call to the contact centre or offer the use of a telephone in store

Q12

13. What should you do if you encounter an elderly customer?*

Complete the application disregarding the fact they are older; a sale is a sale after all Refuse to take an application from an older customer Look out for possible signs of vulnerability

Q13

14. Which of the following could be classed as a sign of vulnerability:*

Applicant appears to be in a rush Applicant appears to be having difficulty in recalling basic personal information Applicant is older and slower paced than other applicants We view every customer as vulnerable to be on the safe side

Q14

15. An applicant may be classed as vulnerable if:*

The wear glasses They have a hearing aid They appear confused or unaware of their personal details and have difficulty recalling this information They tell you they are divorced

Q15

16. Which of the following might cause you to believe that an applicant is vulnerable?*

They are unemployed They suffer from a mental health condition, critical or terminal illness They have been made redundant They are retired

Q16

17. If an applicant wishes to complain about the product they have signed up for you should:*

Give them ODM’s telephone number Give them your Manager's telephone number Empathise, listen to the complaint and then direct them to Sainsbury’s Bank contact centre or website to progress their complaint Disregard any complaints – they are nothing to do with us

Q17

18. How do Sainsbury’s Bank expect ODM staff to ensure that applicants are able to repay the credit card they are applying for?*

It’s up to applicant to establish that Sales Executive to read the “Change of circumstances” script Ask the applicant to read the “change of circumstances” script It makes no difference as long as it’s covered

Q18

19. What action do you need to take with the applicant in respect of the summary box*

There is no action to take as the summary box will be sent to the applicant if their application is successful Show the applicant the page only Show the applicant the page and read the script to them

Q19

20. What documentation should an applicant take away with them after their application has been accepted?*

The leaflet There is nothing for the customer to take away All documentation will be sent to the applicant later on

Q20

21. What does the term Treating Customers Fairly mean?*

Being polite & courteous Making sure you give enough factual information for the applicant to make an informed choice Treating an applicant as you would expect to be treated yourself

Q21

22. What should you do if a customer cannot decide whether or not to apply for the product*

Give advice to help them decide Offer encouragement and persuade them to apply – it’s your job to get applications Offer to go over the features, benefits and risks again to assist them

Q22

23. What are the three recognised stages of money laundering?*

Placement, layering and integration Positioning, leverage and integration Procurement, layering and installation

Q23

24. What body regulates consumer credit in the UK?*

Financial Conduct Authority (FCA) Office of Fair Trading (OFT) HM Revenue and Customs (HMRC) Information Commissioners Office (ICO)

Q24

25. Ensuring you protect the security of any sensitive customer data is a major part of your role. Which act of Parliament governs how businesses manage customer data in the UK?*

Health and Safety at Work Act Data Protection Act Consumer Credit Directive Human Rights Act

Q25

ComplianceTotal

26. What ID do you need to wear to identify yourself to applicants?*

A Sainsbury’s name badge There is no requirement to wear any ID An ODM ID badge on an ODM lanyard

Q26

27. What is the maximum number of expressions of rejection that you can deal with before closing the conversation?*

As many as you need to in order to get obtain an application 1 2 3

Q27

28. Where should you store your tablet when not in use?*

Securely on your person or in your shoulder bag Put it inside the podium Leave it on top of the podium in case a colleague needs to use it

Q28

29. Who is responsible for the security of your tablet?*

ODM Sainsbury’s/ Sainsbury’s Bank ODM Manager Sales Executive

Q29

30. Is it important that a customer’s details are accurately recorded and checked before pressing “submit” at the end of the application?*

It doesn’t matter as the bank can correct them later It’s important because we don’t want to offend them It’s important to ensure accuracy to give the customer the best possible customer experience

Q30

31. If an applicant asks you to advise them on the suitability of the product for their needs how should you respond?*

Tell them that you are unable to advise them but you can give them factual information on the features, benefits & risks. Make a judgement on whether you think the product is suitable for them Your role is to get as many applications as possible so do whatever it takes

Q31

ConductTotal

Result

Full Name*

First Name Last Name

Exec Code*

6 digit ODM code

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