Exam Details
| Subject | (5) Customer Relationship Management And (6) Positive Incrementals | |
| Paper | ||
| Exam / Course | CERTIFICATE IN COMMUNICATION SKILLS FOR BPO, Ites AND RELATED SECTORS (CCSS) | |
| Department | School of Extension and Development Studies (SOEDS) | |
| Organization | indira gandhi national open university | |
| Position | ||
| Exam Date | June, 2016 | |
| City, State | new delhi, |
Question Paper
1. What is the difference between listening and hearing? Elucidate the process of listening.
2. What is Teleselling? Describe the role of a TSR.
3. "An effective product presentation is the key to success in selling". Explain how you influence a customer to buy your product
4. What are the essential skills required and the strategies you adopt for success in the corporate world?
5. Describe in detail the golden rules of goal-setting.
6. Compare and contrast any three theories of personality.
7. Answer any two of the following questions:
What do you mean by "The Big Five Factor Theory"
What do you mean by "Feel/Felt/Found" method Give examples.
What is the difference between and Give examples.
State the difference between empathy and sympathy.
8. Answer any four of the following questions:
What are the different types of interviews?
List the steps for effective teleselling.
Describe the myths about listening.
Define 'group dynamics' with examples.
What do you mean by 'emotional intelligence'
How do you effectively manage time at your work place?
2. What is Teleselling? Describe the role of a TSR.
3. "An effective product presentation is the key to success in selling". Explain how you influence a customer to buy your product
4. What are the essential skills required and the strategies you adopt for success in the corporate world?
5. Describe in detail the golden rules of goal-setting.
6. Compare and contrast any three theories of personality.
7. Answer any two of the following questions:
What do you mean by "The Big Five Factor Theory"
What do you mean by "Feel/Felt/Found" method Give examples.
What is the difference between and Give examples.
State the difference between empathy and sympathy.
8. Answer any four of the following questions:
What are the different types of interviews?
List the steps for effective teleselling.
Describe the myths about listening.
Define 'group dynamics' with examples.
What do you mean by 'emotional intelligence'
How do you effectively manage time at your work place?
Other Question Papers
Departments
- Centre for Corporate Education, Training & Consultancy (CCETC)
- Centre for Corporate Education, Training & Consultancy (CCETC)
- National Centre for Disability Studies (NCDS)
- School of Agriculture (SOA)
- School of Computer and Information Sciences (SOCIS)
- School of Continuing Education (SOCE)
- School of Education (SOE)
- School of Engineering & Technology (SOET)
- School of Extension and Development Studies (SOEDS)
- School of Foreign Languages (SOFL)
- School of Gender Development Studies(SOGDS)
- School of Health Science (SOHS)
- School of Humanities (SOH)
- School of Interdisciplinary and Trans-Disciplinary Studies (SOITDS)
- School of Journalism and New Media Studies (SOJNMS)
- School of Law (SOL)
- School of Management Studies (SOMS)
- School of Performing Arts and Visual Arts (SOPVA)
- School of Performing Arts and Visual Arts(SOPVA)
- School of Sciences (SOS)
- School of Social Sciences (SOSS)
- School of Social Work (SOSW)
- School of Tourism & Hospitality Service Sectoral SOMS (SOTHSM)
- School of Tourism &Hospitality Service Sectoral SOMS (SOTHSSM)
- School of Translation Studies and Training (SOTST)
- School of Vocational Education and Training (SOVET)
- Staff Training & Research in Distance Education (STRIDE)
Subjects
- (1) Understanding Bpo,Ites And Relate Sectors And (2) English Proficiency
- (3) Business Communication And (4) Cultural Sensitisation
- (5) Customer Relationship Management And (6) Positive Incrementals