Exam Details
| Subject | (1) Understanding Bpo,Ites And Relate Sectors And (2) English Proficiency | |
| 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, 2016 | |
| City, State | new delhi, |
Question Paper
1. Describe in detail the service sectors in India with special reference to the KPO.
2. Elaborate the five steps of effective telephone listening.
3. 'Spoken English plays an important role in communication skills' -Do you agree Illustrate with examples three face-to-face situations in which your Spoken English helped to create a good 'rapport' with the customer.
4. What are the important sub-skills in reading Explain two situations in which these skills are used and their advantages.
5. Explain the set of rules governing conversation' with the help of examples.
6. What do you mean by 'Customer' Briefly explain how listening skills play a key role in identifying and understanding the problems of Customers.
7.
What are the differences between pre-process and process training?
Mention four comprehension exercises that are used in a language classroom.
Explain the basics of Call Centre technology.
Write a brief note on "Small talk" with examples.
8.
What are the stages of effective telephone listening?
What is "Customer Interactive Service"
Write a brief note on "Automatic Call Distribution (ACD)".
Give at least 5 tips on good writing.
Write a brief note on finance and accounting services.
What do you mean by face-to-face listening?
2. Elaborate the five steps of effective telephone listening.
3. 'Spoken English plays an important role in communication skills' -Do you agree Illustrate with examples three face-to-face situations in which your Spoken English helped to create a good 'rapport' with the customer.
4. What are the important sub-skills in reading Explain two situations in which these skills are used and their advantages.
5. Explain the set of rules governing conversation' with the help of examples.
6. What do you mean by 'Customer' Briefly explain how listening skills play a key role in identifying and understanding the problems of Customers.
7.
What are the differences between pre-process and process training?
Mention four comprehension exercises that are used in a language classroom.
Explain the basics of Call Centre technology.
Write a brief note on "Small talk" with examples.
8.
What are the stages of effective telephone listening?
What is "Customer Interactive Service"
Write a brief note on "Automatic Call Distribution (ACD)".
Give at least 5 tips on good writing.
Write a brief note on finance and accounting services.
What do you mean by face-to-face listening?
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