Ambuja Cement Foundation

SARAL Project Jaitaran

CRM Domestic Voice – Total Marks - 100
Date - _______2019 Candidate Name - Marks Obtained -
Q.1 Inbound call is-

a) Customer calls to company

b) Company calls to Customer
c) Company calls to Receiver
d) CSR calls to Customer

Q.2 Outbound calls is –

a) Customer calls to company

b) Company calls to Customer
c) Company calls to Receiver
a) Customer calls to CSR

Q.3 Full form of CSR in BPO is –

b) Customer Care Executive

c) Customer Service Representative
d) Corporates Social Responsibility
e) Customer Self Representative

Q.4 What should you do if your colleague suddenly faints and is not breathing?

(a) You should check his pulse and blow air into his mouth
(b) You should make him lie down and place a wet cloth on his forehead
(c) You should tightly hold his shoulder and shake him
(d) You should gently stroke his chest in downward direction

Q.5 While working, your system suddenly shuts down. You notice some spark near the wiring of the
system. What should you do?

(a) You should inform your colleague and take his help to correct the wiring
(b) You should inform the maintenance department and request them to resolve the issue
(c) You should try to check the wiring and correct it on your own
(d) You should request your colleague to share his system with you and work turn by turn

Q.6 A person takes 10 minutes to install software in one computer. In how many computers will he
able to install the software in one hour?

(a) 5
(b) 6
(c) 10
(d) 20
Q.7 A prospective customer during a call says that he is not interested in buying the product since
the price demanded for it is very high as compared to those companies who are offering it at a lower
price. What should be your answer so that the customer gets convinced to buy the product?

a) Sir, companies offering this product at a lower cost must be compromising on

the quality of the product. We are providing you the best quality.
b) Sir, I understand. However, we are authorized to sell this product at the price
quoted by our company. Please tell me if you would be interested in buying at
the same price.
c) Sir, let me check with my supervisor if any discount can be provided to you.
d) I understand your concern Sir. However, I would like to tell you about some
additional features available in our product which makes it different from the
ones in the market.

Q.8 Write the 5 phases of a all and also a Script for sales.

Q.9 What is Verbal Communication? Define.

Q.10 Write Shortcut Keys-

a) Shut down System – b) Select All --

d) Lock the system – d) Full Screen --