Mock Test 1 and Answers

8/11/2019 Mock Test 1 and Answers

1/61

MOCK TEST 1

CCE PROGRAM

By: Tejinder jeet singh


2/61

Q 1 Charges to send message on special

numbers like 55787 are:

A. Rs. 3

B. Rs. 2C. Rs. 4D. Rs. 1


3/61

Q2 CCE can transfer his call to a supervisor, if theCustomer requests/wants to speak with thesupervisor.

A. TRUEB. FALSEC. Cant say

D. Varies from organisation to organisation


4/61

Q 3 Incoming message will be charged while

roaming in India.

A. True

B. FALSEC. Only in JammuD. None of the above


5/61

Q4 J&K customer has to dial ..to get

UPC for portability.

A. 1909

B. 1900 C. 198D. None of these


6/61

Q5 FCR results in:

A. Improving customer satisfactionB. Reducing repeat and escalated callsC. Both a & bD. None of the above


7/61

Q 6 How can customer get a record of missed

calls when his/her phone is switched off?

A. Through MCI service

B. Through CLIPC. Through CLIRD. None of these


8/61

Q 7 Procedure to activate DND:

A. Call @ 1909B. Send message START to 1909 C. Both a and bD. None of these


9/61

Q 8 service allows

customer to send pictures, photos, speechand audio.

A. MMSB. MCIC. DNDD. None of these


10/61

Q 9 A subscriber holding a mobile number is eligibleto make a porting request only after. days of the date of activationof his/her mobile connection.

A. 30B. 60C. 90D. 120


11/61

Q 10 ..is a quicker and easier

technology than 3G.

A. 1G

B. 2GC. 4G D. None of the above


12/61

Q11 Porting request can be sent if:

A. It has been made before the expiry of 90days from the date of activation

B. Change of ownership is under processC. Outstanding payment is dueD. All of these


13/61

Q 12 Customer calls at the call centre about

information related to new SMS packs. Itshould be tagged as:

A. QueryB. RequestC. ComplaintD. None of the above


14/61

Q13 CCE should ask the customer to call back

again to confirm whether his concern hasbeen resolved or not.

A. TRUEB. FALSEC. Cant say

D. Depend on customer


15/61

Q 14 Prepaid customer cannot opt for MNP.

A. TrueB. FALSE C. After 6 months of activation of prepaid

connectionD. None of Above


16/61


17/61

Q16 offers protection facility

from deactivation of non-usage of a number inpost paid.

A. Safe custodyB. Security depositC. Itemised bill

D. None of these


18/61

Q17 Customer calls at the call centre to tell the CCE thatdespite of a SMS pack being active on her number,balance is being deducted for sending SMS. CCE checkin CRM that balance is deducted and pack is alsoactivated on the number. It should be tagged as:

A. QueryB. RequestC. Complaint D. None of the above


19/61

Q 18 Delhi customer visits in Lucknow and

receives message from Lucknow number.Customer will be charged with:

A. 50 pB. 60 pC. 0 pD. None of these


20/61

Q 19 A subscriber can withdraw his portingrequest within ..of making a request forporting by informing recipient operator.

A. 48 hrsB. 24 hrsC. 3days

D. None of these


21/61

Q 20 TAT for DND activation is:

A. 48 hrsB. 72 hrsC. 4 daysD. 7 days


22/61

Q 21 Verification of customer is required in eachand every call.

A. TrueB. FALSEC. Only in account related and

activation/deactivation of services

D. None of the above


23/61

Q 22 Customer calls at the call centre and tell thathe has not received the promotional balance

even after 2 days of recharge. CCE reconfirms inCRM that Customer has not received thepromotional balance. It should be tagged as:

A. QueryB. RequestC. ComplaintD. None of the above


24/61

Q 23 Already activated services in prepaid are:

A. CLIPB. STD/ISD

C. RoamingD. All of above


25/61

Q 24 What charges do customers have to pay foractivating ISD service in prepaid?

A. Rs. 1000 security depositB. Written application at nearest storeC. Both a and bD. None of these


26/61

Q25 Customer can change his/her billingaddress online.

A. True

B. FALSE C. Only in JammuD. Cant say


27/61


28/61

Q 27 Delhi customer shifts to Punjab and wants

to retain his/her Delhi number to Punjab withMNP. Customer should :

A. Submit his/her documents at nearest storeB. MNP is not possibleC. Cant say

D. Depends on Punjab police


29/61

Q 28 A customer visits Jammu & Kashmir, howeverwas not able to use prepaid number. What could

be the reason?

A. As per TRAI, roaming in J&K on prepaid numberwill not work

B. No balanceC. Network fluctuationD. None of these


30/61

Q 29 It is mandatory to inform the TAT (Turn-

Around- Time) for resolution of Customersconcern.

A. TRUEB. FALSEC. Depends on CCE

D. Depends on complaint


31/61

Q 30 For complaints, requests and queries,customer can call . that is toll free.

A. 198B. 197C. 196

D. None of these


32/61

Q 31 . Service allows the

customers to block callers from certainnumbers.

A. Call forwardingB. Call conferenceC. Call barringD. Call filter


33/61

Q 32 Customer needs to change his/her

handset for national roaming.

A. True

B. FALSEC. Only in JammuD. None of the above


34/61


35/61

Q 34 TAT for completion of porting process is:

A. 4 daysB. 7 days

C. 15 daysD. None of these


36/61

Q 35 DND will not block any of customersolicited communication like:

A. Bank alerts SMS

B. Bank communicationsC. Ticket/online booking confirmationD. None of the above


37/61

Q 36 CCE should not share TAT andrequest/complaint number with the customer.

A. FALSE

B. TRUEC. Depends on the CCED. Depends on the customer


38/61

Q 37 CCE should inform the packages or offersas per customer usage pattern and needs.

A. FALSE

B. TRUE C. Depends on CCED. Depends on Customer


39/61

Q 38 On the blackout days, customer cannotuse free/concessional:

A. CallsB. SMSC. Both a and bD. None of these


40/61

Q 39 While capturing interaction, CCE shouldcategorize customer call into QRC based on:

A. As per resolution

B. As per Customer VOCC. None of the aboveD. All of the above


41/61

Q 40 CCE should avoid use of slang andtechnical words while taking call.

A. FALSE

B. TRUEC. Could not sayD. Depends on CCE


42/61

Q 41 Credit limits is set for every subscribed by the serviceprovider.

A. Post-paidB. Pre-paidC. Both a and b

D. None of these


43/61


44/61

Q 43 What is the security deposit amount forprepaid international roaming?

A. No deposit requiredB. Rs. 99C. Rs. 145D. Rs. 50


45/61

Q 44 If CCE gives additional information in a callto the customer it:

A. Improves Customer Satisfaction and Profits

B. Builds customer confidence and createscompany imageC. Both a & b



46/61

Q 45 To retain loyalty it is necessary thatcustomers are

A. SatisfiedB. DissatisfiedC. Both a & bD. None of the above


47/61

Q46 CCE should escalate call to supervisor incase customer insists.

A. TRUE

B. FALSEC. Depends on the CCED. Depends on the customer


48/61

Q 47 What are the other applications of SMS?

A. News & schedulesB. Entertainment & banking

C. Stock updates & horoscopeD. All of the above


49/61

Q48 MNP is not possible if:

A. Customers connection is 60 days old B. Customers request for transfer of ownership

is under processC. Both a and bD. None of these


50/61

Q 49 What is the character length of a SMS?

A. 160 Characters including space and specialcharacter

B. 160 Characters including spaceC. 160 Characters including special characterD. 160 Characters


51/61

Q 50 What are the charges for receiving

message if the customer is in UK?

A. Free

B. Rs. 20C. Rs. 1D. Rs. 25


52/61

Q 51 CCE should inform the new packages oroffers according to:

A. Customer usage pattern and needs

B. CCEs own wish/likeC. both a & bD. None of the above


53/61

Q 52 Escalation is required in each and everycall.

A. FALSE

B. TRUEC. Could not sayD. Depends on the call


54/61

Q 53 For making a call or SMS from a mobile phoneto any other mobile number outside service area.

Guide the customer to dial the number prefixing:

A. 91

B. 92C. 93D. None of these


55/61

Q 54 There should be minimum gapbetween previous DND request andregistration for a new request.

A. 2 monthsB. 7 days

C. 3 months



56/61


57/61

Q 56 The most common performanceparameters in telecom call center is based on

A. TimeB. Soft SkillsC. Both a & bD. None of the above


58/61

Q 57 CCE can provide PUK number of thecustomer without verification

A. TRUE

B. FALSEC. CANT SAYD. None of the above


59/61

Q 58 Which statement about up selling is notcorrect?

A. Up selling is only possible once a customer hasmade his mind to buy products

B. Mention add on before sale is completed

C. Add on products should be introduced to thecustomers only after knowing his requirementsD. Add a costly product to increase profit of the

store


60/61

Q 59 Which is the key to success during proactiveselling?

A. Understanding customer buying behaviour andusage pattern

B. Understanding the selling processC. Gaining knowledge about products and servicesD. None of these

Q 60 Whi h f th f ll i g d t


61/61

Q 60 Which of the following documentis not required in POI?

A. PAN CARDB. VOTER CARDC. MARITAL CERTIFICATED. NONE OF THE ABOVE

Documents

Mock Test 1 and Answers