1.

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

2. MPLS stands for

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

_______ is an acronym given to model developed for fighting

3.
competition.
A
satisfy
B
dissatisfy
C
pacify
D
none

4. There will be two soft switches in NGN, one at New Delhi & other at
A
cochin
B
Calcutta
C
Mumbai
D
Chennai

5. Service access code for UAN (long distance service is

A
Hyderabad
B
Bangalore
 C
Kolkotta
D
Lucknow

How to become a customer friendly business? Choose the false

6.
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

7. What are the types of differences one has among people

A
mental
B
emotional
C
psychological
D
all

What does today`s customer want ? Choose the false sentence from the
8.
following
A
High quality of service
B
high level of satisfaction
C
ignorance of customer needs
D
friendly relationship

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

A
speed
B
time bound
C
trust
D
delay

10. Service access code for PRM service is

A
1867
B
1900
C
1800
 D
101

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

12. Interpersonal communication is required to -

A
establish identity
B
to hide our identity
C
to present false identity
D
none

13. What are the traits of a supportive climate

A
spontaneity
B
equality
C
problem orientation
D
all

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

14.
sentence.
A
To improving our service quality
B
update our knowledge
C
To review our skills
D
above all

15. We should treat customer as a -

A
real boss
B
least important person
C
enemy
D
none
16. The real key to influence others is :-
A
your actual conduct
B
your acting skills
C
your listening skills
D
none

17. 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

18. Interpersonal communication helps us in -

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

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

A
intangibility
B
separability
C
Heterogeneity
D
perishability

20. D channel speed in BRI is

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

21. What are the technologies used in BSNL for providing WLL services
A CDMA

B
Cordect
 C
both
D
none

What shall be the method of identification of customer in NGN for giving

22.
multiple services ?
A
multiple username & password depending on type of services
B
two username & password will be sufficient to authenticate all the services
C
single username & password will be sufficient to authenticate all the services
D
none of the above

23. WLL mobile network provides

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

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

24.
the correct sentence
A
positive attitude towards your job
B
positive attitude towards your employees
C
positive attitude towards your customers
D
above all

25. The maximum character length of any SMS is

A
160 characters
B
90 characters
C
70 characters
D
none

26. Which of the following statement is true ?

A
we must dominate in any situation
B
we should not give value to other`s opinion
C
we should value the differences in our perceptions
 D
none

27. The main function of base station controller is

A
to control a group of BTS
B
to control group of handsets
C
both of the above
D
none

28. The source of attitude & behaviour is -

A
seeing
B
following
C
teaching
D
none

29. The frequency range allotted for GSM mobile working is

A
890-915 mhz
B
935-960 mhz
C
450-890 mhz
D
Both A and B

30. 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

31. We can challenge competition by -

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

32. Which of the following is a facilitator for marketing the services ?

 A
affordability
B
high cost
C
poor quality
D
none

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

A
BRI
B
PRI
C
2B+D
D
none

34. Choose the false sentence

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

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. Centralised resources like announcements is provided by

A
IP
B
SSP
C
SCP
D
SMP

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

A
communication
B
fighting
 C
silence
D
none

38. 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

39. ADSL stands for _________________

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

ADSL lamp on the front side of modem indicates the condition

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

41. BSNL is providing broadband using __________________ technology ?

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

At customer premises the equipment

42.
contains_______________&_____________in broadband
A
ADSL Modem & splitter
B
leased line modem & splitter
C
both
 D
none

Choose the negative response of your communication to customer from

43.
the following
A
I can
B
you can
C
I will
D
I cannot

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

45. BSNL is providing the triple play services which includes

A
voice, data & video
B
voice , data & speech
C
data & video
D
none

46. Communicating with large base of customer is :-

A
easy task
B
not possible
C
gigantic task
D
none

47. 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
48. B Channel speed in BRI is
A
64 Kbps
B
16 Kbps
C
32 Kbps
D
384 Kbps

Which attitude is not adopted with the customer from the following
49.
sentences
A
customer is always right
B
customer is our boss
C
customer is our own friend
D
customer is our enemy

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

A
empathic
B
sympathetic
C
careless
D
none