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 | December, 2015 | |
| City, State | new delhi, |
Question Paper
1. 'Telephone is an important tool in Customer Service' -what is your opinion? Briefly explain how telephone techniques could be used to handle telephone conversation effectively?
2. Briefly explain with examples how do you prepare for an interview with a Multinational Company.
3. What is team-building? How do you resolve conflict in a team
4. What are the Special Personality Traits a CSR should possess?
5. What are the different types of customers? Describe any two types with examples.
6. Explain the six ethical values followed by corporate with examples.
What is a moment of truth? Explain with an example.
List 10 mistakes one needs to avoid during an interview.
List important types of questions and give examples of each.
What are the different types of interviews
What are the different types of personality according to trend
How do you effectively manage time at your work place?
How do you handle dead air on calls?
What do you mean by 'emotional intelligence'
What is the difference between features, advantages and benefits
2. Briefly explain with examples how do you prepare for an interview with a Multinational Company.
3. What is team-building? How do you resolve conflict in a team
4. What are the Special Personality Traits a CSR should possess?
5. What are the different types of customers? Describe any two types with examples.
6. Explain the six ethical values followed by corporate with examples.
What is a moment of truth? Explain with an example.
List 10 mistakes one needs to avoid during an interview.
List important types of questions and give examples of each.
What are the different types of interviews
What are the different types of personality according to trend
How do you effectively manage time at your work place?
How do you handle dead air on calls?
What do you mean by 'emotional intelligence'
What is the difference between features, advantages and benefits
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