t

1. When customer visits to your office. Choose the correct sentence

A
first talk with customer
B
first listen with customer
C
first negotiate with customer
D
none of above

2. WLL mobile network provides

A
limited mobility to subscriber
B
total mobility to subscriber
C
no mobility to subscriber
D
none

3. In NGN the customer is free to use any terminal to get the service using
A
closed-interface
B
operated-interface
C
diverted-interface
D
open-interface

4. Customer pays for

A
unhappiness
B
bargains for problems
C
happiness
D
none of above

Why must we please the customer for our life time? Choose the false
5.
sentence from the following
A
customer pays for our revenue
B
customer gives business
C
customer makes our organisation grow
 D
customer makes our organisation to loss

6. In `Fast action in execution of work` which of the following word is false

A
speed
B
time bound
C
trust
D
delay

7. Which of the following is lowest level of communication

A
low trust
B
high trust
C
respectful
D
none

_______ is an acronym given to model developed for fighting

8.
competition.
A
satisfy
B
dissatisfy
C
pacify
D
none

9. Which listening gets inside another person`s frame of reference ?

A
empathic
B
sympathetic
C
careless
D
none

10. WLL CDMA supports the data speed more than

A
20 Kbps
B
24 kbs
C
28 Kbps
D
10 Kbps
11. How can we make every customer a special customer ?
A
speedy disposal of customer`s request & demand
B
personalised service to customer
C
providing information about services to the customer
D
all of the above

12. MPLS technology can give leased line in the range of

A
64 Kbps to 155 Mbps
B
only 64 Kbps
C
only 2 mbps
D
none of above

13. Which of the following is not a characteristic of services ?

A
intangibility
B
separability
C
Heterogeneity
D
perishability

14. The utility of authentication centre in mobile network is

A
to controlling the network
B
to provide security
C
both
D
none

15. Which of the following statement is true ?

A
speed is competitive advantage
B
everything is time-bound
C
both of the above
D
none

How to become a customer friendly business? Choose the false

16.
statement.
A
put yourself in the shoes of your customer
 B
become a effective talker
C
become a good listener
D
become a loose talker

17. We can challenge competition by -

A
taking competition as an opportunity
B
ignoring it
C
worrying about it
D
none

18. Which of the following is an important interpersonal skill

A
seek first to understand
B
seek first to fight
C
seek first to disagree
D
none

19. Name very important element of mobile handset

A
SIM
B
Battery
C
Antenna
D
none

How many bills will a customer get for increase in number of services in
20.
NGN platform?
A
the bill will depend upon the number of services per customer
B
the bill will be generated by the customer as per customer`s requirement
C
a single bill which will be generated by centralised billing server
D
centralized billing server will generate multiple bill with respect to services.

21. Which of the following statements is false ?

A
conflict is a part of most interpersonal relationships
B
conflict is an expressed struggle between different inter-dependent parties.
 C
there is no place for conflict in interpersonal communication
D
both a & b

22. Which of the following is not a method to increase revenue ?

A
provide connection in rural area
B
giving poor service
C
giving additional facilities
D
none

23. Which of the following statement is false ?

A
new customer will be an asset
B
with lower tariffs, only high volume can give profit
C
both are true
D
none

24. Which type of ISDN interface is primarily for Business use

A
BRI
B
PRI
C
2B+D
D
none

25. Roaming facility means

A
getting service in other LSA
B
getting service in own LSA
C
both
D
none

26. Which of the following statement about complaints is true

A
complaints are disguised opportunities
B
complaints are wakeup calls
C
people complaining are the people to value
D
all the above
27. Interpersonal communication helps us in -
A
understanding each other
B
back-biting
C
increasing conflicts
D
none

28. Main function of HLR is

A
to store subscriber information
B
to store system information
C
to store billing information
D
none

29. In ISDN how many terminals can be connected to one S/T interface
A
2
B
4
C
8
D
12

30. Mass calling SCP is located at

A
Hyderabad
B
Bangalore
C
Kolkotta
D
Lucknow

31. MPLS stands for

A
Multi-Protocol Label switching
B
Multi-protocol Layer switching
C
Multi-physical Label switching
D
Mono-protocol level switching

32. The first step & most vital one of PACIFY model is -
A
non-cooperation
 B
paradigm shift
C
both a & b
D
none

33. Pacify is a ________step process

A
six
B
five
C
three
D
none

34. What are the types of differences one has among people
A
mental
B
emotional
C
psychological
D
all

35. Which of these is not our strength ?

A
manpower
B
copper cables
C
transparency
D
bad behaviour

ADSL lamp on the front side of modem indicates the condition

36.
of_______________
A
telephone line
B
trunk line
C
both
D
none

37. Choose the correct sentence from the following

A
customer is the boss
B
customer is the profit
 C
customer is the business
D
above all

38. Calling line identification presentation means

A
display of calling party number
B
display of called party number
C
display of BTS number
D
none

39. ______________ is the most important skill in life :-

A
communication
B
fighting
C
silence
D
none

40. Choose the correct sentence from the following

A
customers are everywhere
B
customers are everyone
C
customers will come any time
D
all the above

At customer premises the equipment

41.
contains_______________&_____________in broadband
A
ADSL Modem & splitter
B
leased line modem & splitter
C
both
D
none

42. ADSL stands for _________________

A
asymmetric digital subscriber line
B
asymptotic data subscriber loop
C
asynchronous digital subscriber line
 D
none

43. Choose the correct sentence

A
marketing is simply go & sell the product
B
find the need and fill it
C
to sit one place and sell the product
D
above all

44. Choose the correct factor which makes us outsmart.

A
customer gives us chance to improve ourselves
B
customer makes us realize about our weakness & shortcomings
C
our dedication towards our work
D
above all

45. Write the full form of WLL

A
wireless line loop
B
wireless in local loop
C
wireless in Layer loop
D
none

46. _________ is the need to exercise leadership & prove one`s abilities-
A
controlling the group
B
affection
C
inclusion
D
none

47. What is the name of our Landline service ?

A
b fone
B
basic phone
C
BSNL Landline
D
none

48. Why do customers quit ? Choose the correct answer

 A
because of competition
B
because of product dissatisfaction about our services & improve there upon
C
about services we offer to customers
D
because of indifferent attitude of employees towards customers

49. Choose the false sentence

A
listen to your customer
B
accept customer`s suggestion
C
admit your mistakes
D
none of above

50. B Channel speed in BRI is

A
64 Kbps
B
16 Kbps
C
32 Kbps
D
384 Kbps