Series: APR 2024

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SMM – APRIL 2024 – L4 – Q6 – Evaluating Alternative Distribution Channels

Explain five criteria that can be used to evaluate alternative channels for distributing bank products and services, in the context of marketing strategy formulation.

Question

Distribution is a key element of Marketing Strategy formulation. In your role as the Head of Business Development of your Bank, your Deputy Managing Director-Operations, has asked you to to write a report explaining five (5) criteria that can be used to evaluate Alternative Channels of distributing bank products and services.

Answer

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Tags: Alternative Channels, Bank Products, Distribution Channels, Evaluation Criteria, Fintech Regulations, Ghanaian Banking, Marketing Strategy, Services Distribution
Level: Level 4

Topic: Definition, MARKETING CHANNELS, purpose and forms, Value added by channel members, Value to customers
Series: APR 2024

SMM – APRIL 2024 – L4 – Q5 – Financial Services, Inseparability, Customer Service Personnel, Marketing Strategy, Personnel Quality, Improvement Methods, Banking Sector, Ghanaian Context

Explain five ways a bank can maintain and improve the quality of its customer service personnel and their performance in service delivery, in the context of inseparability in financial services.

Question

One of the key characteristics of Financial Services is that of inseparability. The selling of the service cannot be separated from the individual rendering the service. This implies that Customer Service personnel constitute an important element of Financial Services Marketing Strategy. In your role as the Head of Customer Service in your Bank, your Chief Executive Officer has asked you to write a report explaining five (5) ways in which the bank can maintain and improve the quality of its personnel and their performance in Customer Service Delivery.

Answer

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Tags: Banking Sector, Customer Service Personnel, Financial Services, Ghanaian Context, Improvement Methods, Inseparability, Marketing Strategy, Personnel Quality
Level: Level 4

Topic: EXTENDED MARKETING MIX, The need for service quality
Series: APR 2024

SMM – APR 2024 – L4 – Q4 – Internal Marketing Communications

Write a memorandum explaining the importance of internal marketing communications in banks and prepare an outline of an internal marketing plan for presentation.

Question

The increased recognition and use of Internal Marketing Communications by banks throughout the world suggests that Bank employees can be regarded as an important but often neglected target audience. In your role as the Head of Marketing and Corporate Affairs Department in your Bank, write write a memorandum on the subject to be sent to the Head of Human Resource. Explain briefly why Internal Marketing Communications are important. Prepare an outline of an Internal Marketing Plan for presentation at the next Management meeting.

Answer

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Tags: Bank Employees, Communication Mix, Financial Services, Ghanaian Banking, importance, Internal Marketing Plan, Memorandum, nternal Marketing Communications, Outline, Service Quality
Level: Level 4

Topic: Customer service and satisfaction, EXTENDED MARKETING MIX, The process of communication
Series: APR 2024

SMM – APR 2024 – L4 – Q3 – Price Elasticity in Banking Products

Explain five reasons why demand for some banking products price elastic is while for others it is price inelastic, in the context of training Treasury Officers.

Question

In your role as the Head of Marketing in your Bank, your Head of Human Resource Management has asked you to run a workshop for newly recruited Treasury Officers. Explain with five (5) reasons why the demand for some banking products is Price Elastic and the demand for others Price Inelastic.

Answer

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Tags: Banking Products, Consumer Behaviour, Demand, Financial Services, Ghanaian Banking, Price Elasticity, Price Inelasticity, Pricing Strategies
Level: Level 4

SMM – APR 2024 – L4 – Q2 – Factors for Selecting a West African Market under AfCFTA

Write a paper explaining five factors with examples for a multinational bank to consider before selecting a West African market to enter, leveraging the AfCFTA initiative.

Question

In your role as Head of Business Development of a multinational Bank planning to enter the West Africa market to take advantage of the African Continental Free Trade Area (ACFTA) initiative, your Managing Director has asked you to write a paper to Management. Explain, with examples, five (5) factors the bank should take into consideration before selecting a particular market in West Africa.

Answer

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Topic: INTERNATIONALISATION OF MARKETING, STRATEGIC PLANNING
Series: APR 2024

SMM – APR 2024 – L4 – Q1 – Development of 5-Year Strategic Marketing Plan for New Investment Product

Develop a 5-Year Strategic Marketing Plan for a new investment product targeted at high-net-worth bond holders affected by Ghana's DDEP, focusing on value creation in the banking sector.

Question

Any investment decision should be aimed at a coherent objective of creating value. As a result of Ghana’s Domestic Debt Exchange Programme (DDEEP), the value of Government of Ghana Bonds as well as sales has reduced considerably. Potential and existing investors who are highnetwork individuals are now diversifying their investments from the bonds.

Your Bank after market research on bonds purchased has decided to develop a new investment product targeted at those potential and existing bond holders. The success of any New Product Development includes the development of a Strategic Marketing Plan for the product. As the Head of Business Development of your Bank, you have been asked by the Chairman of the Product Development Committee to develop a 5-Year Strategic Marketing Plan for the new product.

Answer

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RM – APR 2024 – L4 – Q8 – Liquidity Management and Governance Measures

Discusses five internal or regulatory measures to avoid bank liquidation due to poor liquidity and governance.

Question

Improper Liquidity Management and weak Corporate Governance practices have caused the collapse of Ghanaian banks in the past.

Discuss any five (5 internal or regulatory measures that these banks could have resorted to in a bid to avoid liquidation.

(20 marks)

Answer

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Tags: Bank Collapses, Corporate Governance, Internal Measures, Liquidity management, Regulatory Measures
Level: Level 4

Topic: LIQUIDITY RISK MANAGEMENT
Series: APR 2024

RM – APR 2024 – L4 – Q7 – Outsourcing and Collaboration Risks

Discusses five key risk implications from outsourcing and collaborations with Telecom and Fintech.

Question

Discuss at least five (5) key risk implications arising from the inevitable outsourcing of aspects of the banks’ operations and collaboration with Telecommunication and Fintech companies. (Hint – Discuss operational risk perspectives)

(20 marks)

Answer

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Tags: Fintech, Implications, Operational Risk, Outsourcing, Telecom Collaboration
Level: Level 4

Topic: RISKS IN INTERNATIONAL TRADE FINANCE
Series: APR 2024

RM – APR 2024 – L4 – Q6 – Treasury Policy Areas

Discusses five key areas for a Treasury Policy and their criticality.

Question

Discuss broadly five (5) key areas to be addressed by a Treasury Policy, indicating why these are critical for the effective functioning of the Treasury Department in its capital maintenance, liquidity and income generation functions.

(20 marks)

Answer

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Tags: ALM, Capital Maintenance, Income Generation, Liquidity, Treasury Policy
Level: Level 4

Topic: RISKS IN TREASURY MANAGEMENT
Series: APR 2024

RM – APR 2024 – L4 – Q5 – Cyber Security in Information Security Management

Defines Cyber Security, sources of vulnerabilities, and its importance in banking.

Question

(a) What is “Cyber Security” in the context of Information Security Management? (10 marks)

(b) What are the key sources of vulnerabilities in the Cyber Space of Banking Businesses? (5 marks)

(c) Why has Cyber Security assumed such importance in Contemporary Banking? (5 marks)

[Total: 20 marks]

Answer

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Tags: Contemporary Banking, Cyber Security, Information security, Vulnerabilities
Level: Level 4

Topic: CYBER SECURITY
Series: APR 2024

EIB – APR 2024 – L1 – Q3 – Market Structures and Price Controls

Defines perfect competition, lists features, calculates profit and shutdown, defines oligopoly, explains price ceiling effects.

Question

(a) What is a Perfect Competitive Market in Economics? [2 marks]

(b) Identify three (3) features of Perfect Competition. [6 marks]

(c) Assuming a competitive firm’s Price (P) is GHC12, Average Total Cost (ATC) is GHC13, Average Variable Cost (AVC) is GHC10, and Quantity Supplied (QS) is 25. Calculate the firm’s Profit level and explain why it should or should not shut down in the short run. [6 marks]

(d) Explain the term Oligopoly as a Market Structure. [2 marks]

(e) What is Price Ceiling? Mention two (2) effects of Price Ceiling? [4 marks]

(Total: 20 marks)

Answer

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Tags: Features of Competition, Oligopoly, Perfect competition, Price Ceiling, Profit Calculation, Shutdown Decision
Level: Level 1

Topic: Product and Output – The Firm
Series: APR 2024

EIB – APR 2024 – L1 – Q2 – Demand and Supply of Cocoa

Calculates cocoa equilibrium with given functions, assesses coffee price impact, diagrams shifts, explains supply relationship.

Question

Cocoa and Coffee are common cash crops in Ghana. The knowledge of their Demand and Supply is crucial for national development. Assume the Demand and Supply functions of Cocoa are given as $Q^d=12-p$ and $Q^s=9.6+0.5 p-0.2 p_c$ respectively. Where $Q^d$ is Quantity Demanded and $Q^s$ is Quantity Supplied of Cocoa, $p$ is the Price of Cocoa and $p_c$ is the Price of Coffee. (a) Determine the Equilibrium Price and Quantity of Cocoa if $p_c=\mathrm{GHC} 3.00$. [6 marks]

(b) Determine the new Equilibrium Price and Quantity of Cocoa if the price of Coffee increases from its original price of $p_c=\mathrm{GHC} 3.00$ to $\mathrm{GHC} 6.00$. [6 marks]

(d) Explain whether Cocoa and Coffee have Joint, Composite or Competitive Supply.[2 marks]

(Total: 20 marks)

Answer

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Tags: Cross-Price Effects, Demand Function, Equilibrium Price, Equilibrium Quantity, Joint Supply, Supply Function
Level: Level 1

Topic: Price and Output - The Commodity/Industry and the Market
Series: APR 2024

EIB – APR 2024 – L1 – Q1 – Supply of Commodity and Economic Systems

Defines supply, explains wage impact on supply, defines economic system, reasons for Ghana as mixed economy, calculates elasticity.

Question

(a) What is meant by supply of a commodity? [4 marks]

(b) Assume that Mont Richeon Ltd. manufactures concrete blocks for sale. Explain the effects of an increase in Minimum Wage on the supply of blocks from Mont Richeon. [4 marks]

(d) Give two (2) reasons why Ghana can be classified as a Mixed Economic System. [4 marks]

(e) The Interest Rate of a bank increases from $20 %$ pa to $40 %$ pa. As a result, demand for loans decreases from $\mathrm{GHC} 200,000.00$ to $\mathrm{GHC} 150,000.00$. Calculate the Interest Rate Elasticity of Demand for loans and interpret your answer. [4 marks]

(Total: 20 marks)

Answer

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Tags: Economic System, Interest Rate Elasticity, Minimum Wage Impact, Mixed Economy, Supply of Commodity
Level: Level 1

Topic: Price and Output - The Commodity/Industry and the Market
Series: APR 2024

CSMCE – APR 2024 – L2 – Q7 – Bank’s Channel of Distribution and Physical Location

Definition of a bank's channel of distribution and reasons for the importance of physical location in banking.

Question

a) Define a bank’s Channel of Distribution. [5 marks]

b) List and discuss three (3) reasons why physical location is important in Banking. [15 marks]

[Total: 20 marks]

Answer

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Tags: Banking, Channel of Distribution, Competitive Environment, Marketing Mix, Physical Location
Level: Level 2

Topic: Marketing mix
Series: APR 2024

CSMCE – APR 2024 – L2 – Q6 – Relationship Marketing

Definition and importance of relationship marketing in financial services, with four reasons.

Question

a) Define Relationship Marketing. [4 marks]

b) Explain, giving four (4) reasons, why Relationship Marketing is important in the Marketing of Financial Services. [16 marks]

[Total: 20 marks]

Answer

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Tags: Customer Retention, Financial Services, Marketing Strategy, Profitability, Relationship Marketing
Level: Level 2

Topic: Transactional vs. relationship approach
Series: APR 2024

CSMCE – APR 2024 – L2 – Q5 – Cross Selling and Branding

Short notes on cross selling and branding in the context of banking marketing.

Question

Write short notes on the following:

a) Cross Selling [10 marks]

b) Branding [10 marks]

[Total: 20 marks]

Answer

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Tags: Branding, Cross Selling, Customer relationship, Financial Services, Marketing Mix
Level: Level 2

Topic: Campaign selling
Series: APR 2024

CSMCE – APRIL 2024 – L2 – Q4 – Survey Method in Primary Data Gathering

Define the Survey Method, its advantages/disadvantages, and discuss two types of interviews under it.

Question

a) What is the Survey Method of gathering Primary Data and what are its advantages and disadvantages?

[10 marks]

b) List and briefly discuss two (2) types of interviews under the Survey Method.

[10 marks]

[Total: 20 marks]

Answer

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Tags: Data collection, Interviews, Market Research, Primary Data, Survey Methods
Level: Level 2

Topic: How to organize market research
Series: APR 2024

CSMCE – APRIL 2024 – L2 – Q3 – FIND Interview System

Explain the FIND Interview System, including what the acronym stands for and its main objective.

Question

What is the FIND Interview System? Explain by indicating what the letters stand for and the main objective of the FIND Interview System.

[20 marks]

Answer

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Tags: Customer Needs Identification, Interview Systems, Sales Techniques
Level: Level 2

Topic: The sales interview
Series: APR 2024

CSMCE – APRIL 2024 – L2 – Q2 – Characteristics Companies Seek in Banks

List and explain four characteristics that companies prioritize when selecting a bank.

Question

All companies in choosing a bank, look for certain characteristics in the services offered and rank these in order of importance. List and explain four (4) of these characteristics that a company requires from its bank.

[20 marks]

Answer

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Tags: Competitive analysis, Corporate Banking, Market Segmentation, Service Characteristics
Level: Level 2

Topic: Corporate services
Series: APR 2024

CSMCE – APRIL 2024 – L2 – Q1 – Steps to Solve Customer Problems

List and explain the six steps bank staff should follow to solve a customer's problem and achieve their goal.

Question

When a customer or prospect presents a problem, he/she needs solutions to, the bank staff needs to let him/her know how they can solve the problem. List and explain the six (6) steps the staff has to go through to help him/her achieve their goal.

[20 marks]

Answer

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Tags: Communication Skills, Customer service, Problem solving, Sales Interview
Level: Level 2

Topic: 3.6 Controlling the delivery and follow-up activity
Series: APR 2024

Series: APR 2024

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SMM – APRIL 2024 – L4 – Q6 – Evaluating Alternative Distribution Channels

Explain five criteria that can be used to evaluate alternative channels for distributing bank products and services, in the context of marketing strategy formulation.

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SMM – APRIL 2024 – L4 – Q5 – Financial Services, Inseparability, Customer Service Personnel, Marketing Strategy, Personnel Quality, Improvement Methods, Banking Sector, Ghanaian Context

Explain five ways a bank can maintain and improve the quality of its customer service personnel and their performance in service delivery, in the context of inseparability in financial services.

You're reporting an error for "SMM – APRIL 2024 – L4 – Q5 – Financial Services, Inseparability, Customer Service Personnel, Marketing Strategy, Personnel Quality, Improvement Methods, Banking Sector, Ghanaian Context"

SMM – APR 2024 – L4 – Q4 – Internal Marketing Communications

Write a memorandum explaining the importance of internal marketing communications in banks and prepare an outline of an internal marketing plan for presentation.

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SMM – APR 2024 – L4 – Q3 – Price Elasticity in Banking Products

Explain five reasons why demand for some banking products price elastic is while for others it is price inelastic, in the context of training Treasury Officers.

You're reporting an error for "SMM – APR 2024 – L4 – Q3 – Price Elasticity in Banking Products"

SMM – APR 2024 – L4 – Q2 – Factors for Selecting a West African Market under AfCFTA

Write a paper explaining five factors with examples for a multinational bank to consider before selecting a West African market to enter, leveraging the AfCFTA initiative.

You're reporting an error for "SMM – APR 2024 – L4 – Q2 – Factors for Selecting a West African Market under AfCFTA"

SMM – APR 2024 – L4 – Q1 – Development of 5-Year Strategic Marketing Plan for New Investment Product

Develop a 5-Year Strategic Marketing Plan for a new investment product targeted at high-net-worth bond holders affected by Ghana's DDEP, focusing on value creation in the banking sector.

You're reporting an error for "SMM – APR 2024 – L4 – Q1 – Development of 5-Year Strategic Marketing Plan for New Investment Product"

RM – APR 2024 – L4 – Q8 – Liquidity Management and Governance Measures

Discusses five internal or regulatory measures to avoid bank liquidation due to poor liquidity and governance.

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RM – APR 2024 – L4 – Q7 – Outsourcing and Collaboration Risks

Discusses five key risk implications from outsourcing and collaborations with Telecom and Fintech.

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RM – APR 2024 – L4 – Q6 – Treasury Policy Areas

Discusses five key areas for a Treasury Policy and their criticality.

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RM – APR 2024 – L4 – Q5 – Cyber Security in Information Security Management

Defines Cyber Security, sources of vulnerabilities, and its importance in banking.

You're reporting an error for "RM – APR 2024 – L4 – Q5 – Cyber Security in Information Security Management"

EIB – APR 2024 – L1 – Q3 – Market Structures and Price Controls

Defines perfect competition, lists features, calculates profit and shutdown, defines oligopoly, explains price ceiling effects.

You're reporting an error for "EIB – APR 2024 – L1 – Q3 – Market Structures and Price Controls"

EIB – APR 2024 – L1 – Q2 – Demand and Supply of Cocoa

Calculates cocoa equilibrium with given functions, assesses coffee price impact, diagrams shifts, explains supply relationship.

You're reporting an error for "EIB – APR 2024 – L1 – Q2 – Demand and Supply of Cocoa"

EIB – APR 2024 – L1 – Q1 – Supply of Commodity and Economic Systems

Defines supply, explains wage impact on supply, defines economic system, reasons for Ghana as mixed economy, calculates elasticity.

You're reporting an error for "EIB – APR 2024 – L1 – Q1 – Supply of Commodity and Economic Systems"

CSMCE – APR 2024 – L2 – Q7 – Bank’s Channel of Distribution and Physical Location

Definition of a bank's channel of distribution and reasons for the importance of physical location in banking.

You're reporting an error for "CSMCE – APR 2024 – L2 – Q7 – Bank’s Channel of Distribution and Physical Location"

CSMCE – APR 2024 – L2 – Q6 – Relationship Marketing

Definition and importance of relationship marketing in financial services, with four reasons.

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CSMCE – APR 2024 – L2 – Q5 – Cross Selling and Branding

Short notes on cross selling and branding in the context of banking marketing.

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CSMCE – APRIL 2024 – L2 – Q4 – Survey Method in Primary Data Gathering

Define the Survey Method, its advantages/disadvantages, and discuss two types of interviews under it.

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CSMCE – APRIL 2024 – L2 – Q3 – FIND Interview System

Explain the FIND Interview System, including what the acronym stands for and its main objective.

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CSMCE – APRIL 2024 – L2 – Q2 – Characteristics Companies Seek in Banks

List and explain four characteristics that companies prioritize when selecting a bank.

You're reporting an error for "CSMCE – APRIL 2024 – L2 – Q2 – Characteristics Companies Seek in Banks"

CSMCE – APRIL 2024 – L2 – Q1 – Steps to Solve Customer Problems

List and explain the six steps bank staff should follow to solve a customer's problem and achieve their goal.

You're reporting an error for "CSMCE – APRIL 2024 – L2 – Q1 – Steps to Solve Customer Problems"

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