Information Technology Enabled Services Important Question Paper .
1st UNIT TEST – 2022
Sub: IT/ITes (theory)
Class : XI
1. Write the full form. (Any three)
(i) CRM (ii) WWW (iii) BPO (iv) KPO (v) WIFI
2. Choose the correct option.
(i) What are the skills required by a domestic representative ?
(a) Fluency in the local language with natural accent
(b) Excellent fluency in the english language.
(c) Both of the above.
(d) None of the above.
(ii)
In the voice process which are the kind of jobs that a respresentative
canot do ?
(a) Accepting order
(b) Customer service
(c) Keeping data of employee records
(d) Credit and collection
(iii) What is an example of business process outsourcing ?
(a) Using an outside company to function as a call centre.
(b) Using an outside company to function as the research and deplopment deparment .
(c) Using an outside company to function as the payroll deparment.
(d) Using an outside company to function as the human resource deparment.
(iv) By which can senders send their message ?
(a) Gertures
(b) Speaking
(c) Writing
(d) All of the above
(v) What is phonetics.
(a) it is study of how are we write words in English.
(b) it is study of how people understand sentences.
(c) it is study of how many words the English language has
(d) it is study of sounds we make when we speak.
3. Answer the below questions.
(a) What are the four sectors of IT Industry ?
(b) List of top four BPO companies in India ?
(c) What is visual communication ?
(d) Write four proffession skills required for the rule of CRM demestic voice .
4. Answer the below questions.
(a) Write three difference between domestic BPO and international BPO .
(b) Write the various kinds of job in the voice process.
(c) Write down the seven factors affecting perspectives in communication .
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