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
Q1Customer 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)