Questionnaire
http://moh-maya.in http://sparkingdeals.in/ldce Say thanks by giving a like to our Facebook page http://www.facebook.com/sparkingdeals Customer Care and Citizen Charter of BSNL Q1. A ………….. customer is an unpaid canvassing agent. Satisfied ---------------Correct Dissatisfied Q2. Good customer service is important to the organization because high standards of service ensure success in the market place. TRUE Q3. Selling is important to the organization …………… . To remain competitive To pay salaries Ensure economic growth. All of these ---------------Correct Q4. Customer service and selling are ………… skills. Personal ---------------Correct Common Artificial None of these Q5. To give good service we need a balance between …… and ………skills. Technical and personal ---------------Correct Personal and Artificial Artificial and Technical All of these Q6. A salesperson is expected to be ………….. and interested in the customer's needs. friendly courteous Both friendly and courteous ---------------Correct None of these Q7. ………….. is the cause of any business. Product Service Income Customer ---------------Correct Q8. …………..is the most important person in our business. Employee Employer Customer None of these Q9. Customer is always dependent on us. FALSE Special thanks to Sh. Devendra Modi (JTO NTR Panipat) http://moh-maya.in http://sparkingdeals.in/ldce Say thanks by giving a like to our Facebook page http://www.facebook.com/sparkingdeals Q10. Who is the purpose of work ? Customer ---------------Correct Employer Employee Subordinates Q1Customer is the only outsider in our business. FALSE Q12. Customer is doing us a favour by giving us an opportunity to serve him. TRUE Q13. We may define customer care as comprising of all tasks and activities by a company directed to satisfy a customer across all touch points at various stages of customer life cycle for a mutually beneficial relationship. TRUE Q14. Approach to customer care and its impact is ……… at various stages of customer life cycle. Same Different ---------------Correct Q15. After sales customer care has to be ensured by ……………. within the organization. Front end people Back end people Both front end and back end people ---------------Correct None of these Q16. BSNL has the concept of Account Managers or ……………….. managers (CRMs) to take care of group of customers and providing them a single window interface. Customer Relationship ---------------Correct Customer Requirement Customer Resources Customer Repeatability Q17. In reference to back end people, …………….. marketing is the key to successful customer care. Internal ---------------Correct External Interactive All Q18. Internal marketing suggests treating …………… similar to customers. Employees ---------------Correct Employer Product Services Special thanks to Sh. Devendra Modi (JTO NTR Panipat) http://moh-maya.in http://sparkingdeals.in/ldce Say thanks by giving a like to our Facebook page http://www.facebook.com/sparkingdeals Q19. Consumer is one who has direct relationship with the seller whereas customer may or may not have direct relationship. FALSE Q20. Concept of customer …………………. concept is the categorization of customers on the basis of their present and future value to the company. Lifetime value (LTV) ---------------Correct Lifeterm value (LTV) Lifetime variation (LTV) Liveterm value(LTV) Q21. BSNL call center number for basic services including broadband services (toll free number) is ? 1500 ---------------Correct 1600 1800 1509 Q22. BSNL call center number for GSM Mobile services (toll free number) is ? 9400024365 ---------------Correct 1500 1800 None of these Q23. BSNL call center number for Broadband &Internet services (toll free number) is ? 1800-424-1600 ---------------Correct 1800-425-1957 9400024365 1800 Q24. BSNL call center number for MPLS & Other Data services (toll free number) is ? 1800-425-1957 ---------------Correct 9400024365 1800 1800-424-1600 Q25. Customer has right to appeal for any decision of employees to higher levels. TRUE Q26. Taking care of the customer at all levels of management implies that everyone should be authorized to satisfy the customer. TRUE Q27. In case of requests for provision of ISD facility on the existing telephone, the subscriber shall be required to give signed copy of the form in hard copy along with self attested photograph to be collected by BSNL staff. TRUE Q28. In case of leased lines/network connection request, a hard copy of the application along Special thanks to Sh. Devendra Modi (JTO NTR Panipat) http://moh-maya.in http://sparkingdeals.in/ldce Say thanks by giving a like to our Facebook page http://www.facebook.com/sparkingdeals with network diagram and other documents shall be collected through BSNL representative/DSA within ……… hrs and provision should be ensured within …………. days of receipt of application positively. 48 and 14 72 and 14 24 and 7 ---------------Correct 24 and 14 Q29. SSA Level Telephone Adalats are being conducted ………………….. bimonthly ---------------Correct monthly quarterly None of these Q30. Circle level Telephone Adalats are being conducted……………. bimonthly monthly quarterly ---------------Correct None of these Q31. In reference to Telephone Adalats, DCO stands for ? District Complaint Officer ---------------Correct District Consumer Officer District Court Office District Court Officer Q32. BSNL has an in house world class ……………. certified Telecom Training Institute. ISO 9000 ---------------Correct ISO 9002 ISO 9001 ISO 9005 Q33. Which of the following toll free numbers is incorrectly matched ? For For For For CDMA & WiMAX Services : 1506 or 1800-180-1506 ---------------Correct GSM Mobile Services : 1503 or 1800-180-1503 Broadband and Internet Services : 1504 or 1800-345-1504 Blackberry Services : 1505 or 1800-180-1505 Q34. Every complaint at Complaint Centre (Call Centre) is registered by giving Unique Docket Number, which will remain in the system for at least ……….. . three months ---------------Correct one month two months six months Special thanks to Sh. Devendra Modi (JTO NTR Panipat)
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