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MOCK TEST 1

CCE PROGRAM

By: Tejinder jeet singh
Q 1 Charges to send message on special
numbers like 55787 are:

A. Rs. 3
B. Rs. 2
C. Rs. 4
D. Rs. 1
Q2 CCE can transfer his call to a supervisor, if the
Customer requests/wants to speak with the
supervisor.

A. TRUE
B. FALSE
C. Cant say
D. Varies from organisation to organisation
Q 3 Incoming message will be charged while
roaming in India.

A. True
B. FALSE
C. Only in Jammu
D. None of the above
Q4 J&K customer has to dial ..to get
UPC for portability.

A. 1909
B. 1900
C. 198
D. None of these
Q5 FCR results in:

A. Improving customer satisfaction
B. Reducing repeat and escalated calls
C. Both a & b
D. None of the above
Q 6 How can customer get a record of missed
calls when his/her phone is switched off?

A. Through MCI service
B. Through CLIP
C. Through CLIR
D. None of these
Q 7 Procedure to activate DND:

A. Call @ 1909
B. Send message START to 1909
C. Both a and b
D. None of these
Q 8 service allows
customer to send pictures, photos, speech
and audio.

A. MMS
B. MCI
C. DND
D. None of these
Q 9 A subscriber holding a mobile number is eligible
to make a porting request only after
. days of the date of activation
of his/her mobile connection.

A. 30
B. 60
C. 90
D. 120
Q 10 ..is a quicker and easier
technology than 3G.

A. 1G
B. 2G
C. 4G
D. None of the above
Q11 Porting request can be sent if:

A. It has been made before the expiry of 90
days from the date of activation
B. Change of ownership is under process
C. Outstanding payment is due
D. All of these
Q 12 Customer calls at the call centre about
information related to new SMS packs. It
should be tagged as:

A. Query
B. Request
C. Complaint
D. None of the above
Q13 CCE should ask the customer to call back
again to confirm whether his concern has
been resolved or not.

A. TRUE
B. FALSE
C. Cant say
D. Depend on customer
Q 14 Prepaid customer cannot opt for MNP.

A. True
B. FALSE
C. After 6 months of activation of prepaid
connection
D. None of Above
Q 15 Prepaid customers need to pay
Rs.................. as security deposit for
international roaming.

A. 1000
B. 2000
C. 500
D. No security deposit required
Q16 offers protection facility
from deactivation of non-usage of a number in
post paid.

A. Safe custody
B. Security deposit
C. Itemised bill
D. None of these
Q17 Customer calls at the call centre to tell the CCE that
despite of a SMS pack being active on her number,
balance is being deducted for sending SMS. CCE check
in CRM that balance is deducted and pack is also
activated on the number. It should be tagged as:

A. Query
B. Request
C. Complaint
D. None of the above
Q 18 Delhi customer visits in Lucknow and
receives message from Lucknow number.
Customer will be charged with:

A. 50 p
B. 60 p
C. 0 p
D. None of these
Q 19 A subscriber can withdraw his porting
request within ..of making a request for
porting by informing recipient operator.

A. 48 hrs
B. 24 hrs
C. 3days
D. None of these
Q 20 TAT for DND activation is:

A. 48 hrs
B. 72 hrs
C. 4 days
D. 7 days
Q 21 Verification of customer is required in each
and every call.

A. True
B. FALSE
C. Only in account related and
activation/deactivation of services
D. None of the above
Q 22 Customer calls at the call centre and tell that
he has not received the promotional balance
even after 2 days of recharge. CCE reconfirms in
CRM that Customer has not received the
promotional balance. It should be tagged as:

A. Query
B. Request
C. Complaint
D. None of the above
Q 23 Already activated services in prepaid are:

A. CLIP
B. STD/ISD
C. Roaming
D. All of above
Q 24 What charges do customers have to pay for
activating ISD service in prepaid?

A. Rs. 1000 security deposit
B. Written application at nearest store
C. Both a and b
D. None of these
Q25 Customer can change his/her billing
address online.

A. True
B. FALSE
C. Only in Jammu
D. Cant say
Q 26 Prepaid customer can transfer his number
to post paid.

A. True
B. FALSE
C. After 3 months of activation of prepaid
connection
D. None of Above
Q 27 Delhi customer shifts to Punjab and wants
to retain his/her Delhi number to Punjab with
MNP. Customer should :

A. Submit his/her documents at nearest store
B. MNP is not possible
C. Cant say
D. Depends on Punjab police
Q 28 A customer visits Jammu & Kashmir, however
was not able to use prepaid number. What could
be the reason?

A. As per TRAI, roaming in J&K on prepaid number
will not work
B. No balance
C. Network fluctuation
D. None of these
Q 29 It is mandatory to inform the TAT (Turn-
Around-Time) for resolution of Customers
concern.

A. TRUE
B. FALSE
C. Depends on CCE
D. Depends on complaint
Q 30 For complaints, requests and queries,
customer can call . that is toll free.

A. 198
B. 197
C. 196
D. None of these
Q 31 . Service allows the
customers to block callers from certain
numbers.

A. Call forwarding
B. Call conference
C. Call barring
D. Call filter
Q 32 Customer needs to change his/her
handset for national roaming.

A. True
B. FALSE
C. Only in Jammu
D. None of the above
Q 33 To cancel diverts dial .
from phone:

A. ##001#
B. ##002#
C. ##003#
D. ##004#
Q 34 TAT for completion of porting process is:

A. 4 days
B. 7 days
C. 15 days
D. None of these
Q 35 DND will not block any of customer
solicited communication like:

A. Bank alerts SMS
B. Bank communications
C. Ticket/online booking confirmation
D. None of the above
Q 36 CCE should not share TAT and
request/complaint number with the customer.

A. FALSE
B. TRUE
C. Depends on the CCE
D. Depends on the customer
Q 37 CCE should inform the packages or offers
as per customer usage pattern and needs.

A. FALSE
B. TRUE
C. Depends on CCE
D. Depends on Customer
Q 38 On the blackout days, customer cannot
use free/concessional:

A. Calls
B. SMS
C. Both a and b
D. None of these
Q 39 While capturing interaction, CCE should
categorize customer call into QRC based on:

A. As per resolution
B. As per Customer VOC
C. None of the above
D. All of the above
Q 40 CCE should avoid use of slang and
technical words while taking call.

A. FALSE
B. TRUE
C. Could not say
D. Depends on CCE
Q 41 Credit limits is set for every
subscribed by the service
provider.

A. Post-paid
B. Pre-paid
C. Both a and b
D. None of these
Q 42 What are the call charges of receiving call
from Australia in Chennai of Delhi customers?

A. Rs. 0
B. Rs. 3
C. Rs. 60
D. Rs. 2
Q 43 What is the security deposit amount for
prepaid international roaming?

A. No deposit required
B. Rs. 99
C. Rs. 145
D. Rs. 50
Q 44 If CCE gives additional information in a call
to the customer it:

A. Improves Customer Satisfaction and Profits
B. Builds customer confidence and creates
company image
C. Both a & b
D. None of the above
Q 45 To retain loyalty it is necessary that
customers are

A. Satisfied
B. Dissatisfied
C. Both a & b
D. None of the above
Q46 CCE should escalate call to supervisor in
case customer insists.

A. TRUE
B. FALSE
C. Depends on the CCE
D. Depends on the customer
Q 47 What are the other applications of SMS?

A. News & schedules
B. Entertainment & banking
C. Stock updates & horoscope
D. All of the above
Q48 MNP is not possible if:

A. Customers connection is 60 days old
B. Customers request for transfer of ownership
is under process
C. Both a and b
D. None of these
Q 49 What is the character length of a SMS?

A. 160 Characters including space and special
character
B. 160 Characters including space
C. 160 Characters including special character
D. 160 Characters
Q 50 What are the charges for receiving
message if the customer is in UK?

A. Free
B. Rs. 20
C. Rs. 1
D. Rs. 25
Q 51 CCE should inform the new packages or
offers according to:

A. Customer usage pattern and needs
B. CCEs own wish/like
C. both a & b
D. None of the above
Q 52 Escalation is required in each and every
call.

A. FALSE
B. TRUE
C. Could not say
D. Depends on the call
Q 53 For making a call or SMS from a mobile phone
to any other mobile number outside service area.
Guide the customer to dial the number prefixing:

A. 91
B. 92
C. 93
D. None of these
Q 54 There should be minimum gap
between previous DND request and
registration for a new request.

A. 2 months
B. 7 days
C. 3 months
D. None of the above
Q 55 CCE should review his own performance
on daily basis

A. FALSE
B. TRUE
C. Both a & b
D. None of the above
Q 56 The most common performance
parameters in telecom call center is based on

A. Time
B. Soft Skills
C. Both a & b
D. None of the above
Q 57 CCE can provide PUK number of the
customer without verification

A. TRUE
B. FALSE
C. CANT SAY
D. None of the above
Q 58 Which statement about up selling is not
correct?

A. Up selling is only possible once a customer has
made his mind to buy products
B. Mention add on before sale is completed
C. Add on products should be introduced to the
customers only after knowing his requirements
D. Add a costly product to increase profit of the
store

Q 59 Which is the key to success during proactive
selling?

A. Understanding customer buying behaviour and
usage pattern
B. Understanding the selling process
C. Gaining knowledge about products and services
D. None of these

Q 60 Which of the following document
is not required in POI?
A. PAN CARD
B. VOTER CARD
C. MARITAL CERTIFICATE
D. NONE OF THE ABOVE