t

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. Main function of HLR is

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

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

A
mental
B
emotional
C
psychological
D
all

4. The real key to influence others is :-

A
your actual conduct
B
your acting skills
C
your listening skills
D
none

5. The utility of authentication centre in mobile network is

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

6. We can challenge competition by -

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

7. WLL mobile network provides

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

8. What are the traits of a supportive climate

A
spontaneity
B
equality
C
problem orientation
D
all

9. The maximum subscriber capacity of cordect WLL system is

A
1500 lines
B
1200 lines
C
1000 lines
D
100 lines

10. Roaming facility means

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

11. 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

12. 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

13. D channel speed in BRI is

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

When customer visits to your office. Choose the correct

14.
sentence
A
first talk with customer
B
first listen with customer
C
first negotiate with customer
D
none of above

15. Mass calling SCP is located at

A
Hyderabad
B
Bangalore
C
Kolkotta
D
Lucknow

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

A
synergistic
 B
respectful
C
hateful
D
none

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

A
BRI
B
PRI
C
2B+D
D
none

In NGN the customer is free to use any terminal to get the

18.
service using
A
closed-interface
B
operated-interface
C
diverted-interface
D
open-interface

How many bills will a customer get for increase in number of

19.
services in 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.

What are the technologies used in BSNL for providing WLL

20.
services
A
CDMA
B
Cordect
C
both
D
none

21. Which of the following is lowest level of communication

 A
low trust
B
high trust
C
respectful
D
none

22. Interpersonal communication is required to -

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

23. What is the name of our land line prepaid service ?

A
CLPP
B
CLCP
C
FLPP
D
none

24. Which of the following statement is true ?

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

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

A
intangibility
B
separability
C
Heterogeneity
D
perishability

Which of the following is true about personalised customer

26.
service ?
A
people like to buy from people
 B
pay 100% attention to customer at all times
C
both
D
none

27. Service access code for PRM service is

A
1867
B
1900
C
1800
D
101

28. 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

MPLS technology is being widely adopted by service providers

29.
worldwide to
A
implement VPNs to connect geographically separated customer sites
B
implement point to point leased line
C
implement dial-up VPN
D
all of the above

30. MPLS stands for

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

31. We should treat customer as a -

A
real boss
B
least important person
 C
enemy
D
none

32. 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

What does today`s customer want ? Choose the false

33.
sentence from the following
A
High quality of service
B
high level of satisfaction
C
ignorance of customer needs
D
friendly relationship

Which listening gets inside another person`s frame of

34.
reference ?
A
empathic
B
sympathetic
C
careless
D
none

Choose the negative response of your communication to

35.
customer from the following
A
I can
B
you can
C
I will
D
I cannot

BSNL is providing broadband using __________________

36.
technology ?
A
ADSL using copper cable
 B
Cable network
C
fibre network
D
none

37. 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

38. Centralised resources like announcements is provided by

A
IP
B
SSP
C
SCP
D
SMP

39. BSNL is providing the triple play services which includes

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

40. 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

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 from the following

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

44. Calling line identification presentation means

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

45. Communicating with large base of customer is :-

A
easy task
B
not possible
C
gigantic task
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
 _________ is the need to exercise leadership & prove one`s
47.
abilities-
A
controlling the group
B
affection
C
inclusion
D
none

48. 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

Why must we please the customer for our life time? Choose
49.
the false 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

50. Write the full form of WLL

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