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What does today`s customer want ? Choose the false sentence from
1.
the following
A
High quality of service
B
high level of satisfaction
C
ignorance of customer needs
D
friendly relationship

2. We engage in inter-personal communication to-

A
gain knowledge
B
fight with customer
C
gossips about others
D
none of the above

3. 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

4. Main function of HLR is

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

5. 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

6. Which of the following is highest form of communication ?

A
synergistic
B
respectful
C
hateful
D
none

7. The source of attitude & behaviour is -

A
seeing
B
following
C
teaching
D
none

8. 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

9. Which of the following does not indicate positive communication ?

A
talking in customer`s language
B
treating customers politely
C
giving negative response to customers
D
all the above

_______ is an acronym given to model developed for fighting

10.
competition.
A
satisfy
B
dissatisfy
C
pacify
 D
none

11. Which of these is not our strength ?

A
manpower
B
copper cables
C
transparency
D
bad behaviour

12. Name very important element of mobile handset

A
SIM
B
Battery
C
Antenna
D
none

13. Mass calling SCP is located at

A
Hyderabad
B
Bangalore
C
Kolkotta
D
Lucknow

Key points to be remembered for success in field of marketing. Choose

14.
the correct sentence
A
positive attitude towards your job
B
positive attitude towards your employees
C
positive attitude towards your customers
D
above all

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

A
intangibility
B
separability
C
Heterogeneity
D
perishability
 Which attitude is not adopted with the customer from the following
16.
sentences
A
customer is always right
B
customer is our boss
C
customer is our own friend
D
customer is our enemy

What should we do to face the competition? Choose the correct

17.
sentence.
A
To improving our service quality
B
update our knowledge
C
To review our skills
D
above all

18. MPLS stands for

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

19. Interpersonal communication helps us in -

A
understanding each other
B
back-biting
C
increasing conflicts
D
none

20. Customer pays for

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

21. Which of the following is true about personalised customer service ?

 A
people like to buy from people
B
pay 100% attention to customer at all times
C
both
D
none

22. The utility of authentication centre in mobile network is

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

While marketing of services, which of the following should be kept in

23.
mind
A
a service has no physical substance
B
a service cannot be separated from the service provider
C
both
D
none

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

25. What is NGN ?

A
it is near geographical network
B
it is network generated noise
C
it is a technology to implement 2G
D
it is next generation network

26. D channel speed in BRI is

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

In NGN the customer is free to use any terminal to get the service
27.
using
A
closed-interface
B
operated-interface
C
diverted-interface
D
open-interface

28. The maximum character length of any SMS is

A
160 characters
B
90 characters
C
70 characters
D
none

29. 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

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

31. In WLL CDMA the maximum coverage in urban area is upto

A
25 Kms
B
10 Kms
 C
5 Kms
D
15 Kms

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

A
empathic
B
sympathetic
C
careless
D
none

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

33.
false
A
speed
B
time bound
C
trust
D
delay

34. Centralised resources like announcements is provided by

A
IP
B
SSP
C
SCP
D
SMP

35. 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

36. Calling line identification presentation means

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

37. What is the name of our Landline service ?

A
b fone
B
basic phone
C
BSNL Landline
D
none

Choose the negative response of your communication to customer

38.
from the following
A
I can
B
you can
C
I will
D
I cannot

39. 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

ADSL lamp on the front side of modem indicates the condition

40.
of_______________
A
telephone line
B
trunk line
C
both
D
none

41. Write the full form of WLL

A
wireless line loop
B
wireless in local loop
C
wireless in Layer loop
D
none
42. Communicating with large base of customer is :-
A
easy task
B
not possible
C
gigantic task
D
none

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

44. 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

45. BSNL is providing broadband using __________________ technology ?

A
ADSL using copper cable
B
Cable network
C
fibre network
D
none

46. Choose the false sentence

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

47. A major advantage of CDMA WLL system is

A
reuse of frequency
 B
large bandwidth
C
better quality
D
none

48. ADSL stands for _________________

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

Opening your mind and heart & expressions to new possibilities,

49.
alternatives & options is called
A
synergistic communication
B
ineffective communication
C
proper communication
D
none

50. How to create customer base

A
make them aware about us
B
let`s be aware about ourself
C
both of the above
D
none