JAIIB · Retail Banking & Wealth Management · Module C — Support Services Marketing of Banking Services and Products
JAIIB RBWM Unit 19 — Delivery Models: Free MCQs with Explanations
By Swarnakshi Jha (ex-banker) · Updated 20 September 2026 · Paper 4 of the November 2026 cycle (29 November 2026)
This page is a free slice of our JAIIB RBWM question bank for Unit 19 — Delivery Models (Module C — Support Services Marketing of Banking Services and Products). The Mock Centre holds 65 questions on this unit alone, every one with a why-right / why-wrong explanation; below are the facts examiners keep returning to, five of those questions to try, and the traps that cost marks.
RBWM · Module C65 MCQs in the Mock Centre5 free belowPaper on 29 November 2026
Key facts examiners test from this unit
Success = delivery effectiveness; physical channels ride on PEOPLE, e-channels on machines; three human interventions — branch staff (internal customer), specialised marketing personnel, DSAs; Fig 19.1: Branch (staff + dedicated marketing managers) vs Beyond Branch (DSAs).
Branch staff: end-to-end responsibility; PSBs = more personalised/caring (strongest in semi-urban/rural); traits — understanding, conviction, right cross-selling, post-sales follow-up, customer EMPATHY.
Law update, September 2026. Current law: RBI (Co-Lending Arrangements) Directions 2025, effective 1 January 2026, replaced the 2020 FIDD circular. Current law (1 January 2026): each co-lender retains at least 10% — the 20/80 split is the 2020 CLM figure. Current law (1 January 2026): the 2025 Directions cover ALL loans, not only PSL-qualifying ones.
5 free practice questions — tap an option
Five basic questions from this unit. Answers lock on the first tap, exactly as in the exam, and a short explanation opens underneath. The Mock Centre adds the moderate and tough questions, why every other option is wrong, the concept capsule and the exam tip — with your score and revision dates tracked.
Question 1 of 5
In PHYSICAL channels, delivery effectiveness is decided mainly by:
Why (c): In PHYSICAL channels, effectiveness hangs on THE PERSONS DELIVERING the service — the teller's competence and warmth ARE the channel.
Question 2 of 5
'Internal Customer' means:
Why (b): 'INTERNAL CUSTOMER' is the bank's own STAFF — the insight that employees must be served, convinced and equipped first, because they deliver everything the outside customer receives.
Question 3 of 5
The DSA concept was pioneered by:
Why (c): The DSA concept was pioneered by FOREIGN BANKS — with few branches in India, they invented doorstep selling through agents to reach customers their network couldn't.
Question 4 of 5
DSA compensation depends on:
Why (b): DSA compensation depends on VOLUMES OF BUSINESS SOURCED — pure pay-per-result. No sales, no fees.
Question 5 of 5
Human interventions in service delivery are:
Why (d): Human interventions in service delivery are ALL THREE: the internal customer (staff), specialised marketing personnel, and DSAs — the three layers of the unit's framework.
0 of 5 answered.
Traps in this unit
Confusable A
Confusable B
The difference
Branch
Beyond Branch
Staff/marketing managers vs DSAs
Internal
External customer
Staff vs clientele
Practise all 65 questions on Unit 19. The free demo opens a slice of every subject with the same explanations; the RBWM Online-only pass unlocks all 1,912 RBWM questions, the full and module mocks, Smart Revision and the Readiness Score for one year (₹1,299). Not sure where you stand? Take the free 10-question test first.
Independent study aid — not affiliated with, endorsed by, or sponsored by the Indian Institute of Banking & Finance (IIBF). Exam pattern, dates, fees and passing criteria are set by IIBF — always confirm the current rules at iibf.org.in. Regulatory figures verified as of September 2026; verify from official sources before relying on them in practice.
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