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, 2015 | |
| City, State | new delhi, |
Question Paper
1. What is 'probing' and 'paraphrasing'? How do these skills help you to determine the needs of a customer? Explain with examples.
2. Explain with suitable examples the role of Customer Service Representative in a call centre.
3. How would you prepare for an interview? How would you find out the work-culture of the organisation to which you have applied
4. Discuss how one can develop positive thinking.
5. What advice would you give to your friend to succeed in the Corporate World? Give suitable examples.
6. Describe in detail the golden rules of goal setting.
7. Answer any two questions:
What is the difference between and Give examples.
List at least five time wasters that you have observed and state how one deals with them.
Set a SMART goal for yourself for the next 3 months.
What do you mean by 'Analytical Skill' How do you test the analytical skill of a candidate in an interview? Give examples.
8. Answer any four questions:
What are objections? Why do objections occur?
List any five tips in time management.
What are the different types of interviews?
List the steps for effective teleselling.
Differentiate the concepts "rapport" and "empathy".
What do you mean by "emotional intelligence"
2. Explain with suitable examples the role of Customer Service Representative in a call centre.
3. How would you prepare for an interview? How would you find out the work-culture of the organisation to which you have applied
4. Discuss how one can develop positive thinking.
5. What advice would you give to your friend to succeed in the Corporate World? Give suitable examples.
6. Describe in detail the golden rules of goal setting.
7. Answer any two questions:
What is the difference between and Give examples.
List at least five time wasters that you have observed and state how one deals with them.
Set a SMART goal for yourself for the next 3 months.
What do you mean by 'Analytical Skill' How do you test the analytical skill of a candidate in an interview? Give examples.
8. Answer any four questions:
What are objections? Why do objections occur?
List any five tips in time management.
What are the different types of interviews?
List the steps for effective teleselling.
Differentiate the concepts "rapport" and "empathy".
What do you mean by "emotional intelligence"
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