Class 11 IT/ ITeS CRM Domestic Voice unit 5 Work Management questions answers

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Class 11 IT/ ITeS CRM Domestic Voice unit 5 Work Management questions answers are given below-

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A. Multiple Choice Questions

  1. If you are in customer service, Which of these skills is a MUST for you ?

(a) Empathy

(b) Analytical Skills

(c) Numerical skills

(d) Selling skills

Ans: (d) Selling skills

2. Bela is in non-voice process. Which is the skill she need NOT be good at ?

(a) Typing Speed.

(b) Reading skills

(c) Writing skills

(d) Speaking skills

Ans: Speaking Skills.

3. Ajay is in telesales. He is fluent in Hindi. However his mother tongue is Bhojpuri. what is the one thing he must consciously avoid while speaking to his customers?

(a) Talking about his home town.

(b) Talking about the product he is selling.

(c) Mother tongue influence in speech.

(d) Talking about his company.

Ans: (c) Mother tongue influence in speech.

4. How should a CSR greet customers ?

(a) Cheerful greeting every time.

(b) Cheerful greeting some time.

(c) Never greets cheerfully.

(d) Cheerful greeting every morning.

Ans: (a) Cheerful greeting every time.

B. Match the columns –

Job Profile
Job Role
A. Customer Servicea. Takes as well as makes calls to recover dues and
outstanding payments from customers.
B. Data Entry b. Has to take orders from customers log them into the
system.
C. Accepting Order c. Has to attend to enquiries, complaints, demands and
requests from customers.
D. Telesales d. Has to type at a speed of 45 words per minute with 95
percent accuarcy.
E. Collectione. Makes calls to sell a product or a service.

Ans: A. c.

B. d.

C. b.

D. e.

E. a.

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  3. Class 11 IT/ITeS Unit 3: Outbound Calls : Interacting with Customers Questions Answers.
  4. Unit 4 : Using CRM Application : FreeCRM Questions Answers.
  5. Unit 6 : Workplace Safety and Hazards Questions Answers.
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