- Theory
- Practical
Sample Questions: IT-ITES Sector, Theory
| Question 1 | |
|---|---|
| Which of the following applications is widely used for creating budgets, tracking data, creating charts, and graphs? | |
| Option 1 | Microsoft Word |
| Option 2 | Microsoft Excel |
| Option 3 | Microsoft PowerPoint |
| Option 4 | Microsoft Power BI |
| Right Option | 2 |
| Question 2 | |
|---|---|
| You prepare a textual document in the local language, but the letters are NOT displayed properly. How will you rectify the error? | |
| Option 1 | Redo the document in English |
| Option 2 | Install relevant fonts |
| Option 3 | Make the text bold |
| Option 4 | Increase the size of the point size |
| Right Option | 2 |
| Question 3 | |
|---|---|
| Which of the following symbols is required in MS Excel to begin any function? | |
| Option 1 | () |
| Option 2 | = |
| Option 3 | + |
| Option 4 | > |
| Right Option | 2 |
| Question 4 | |
|---|---|
| What is the purpose of the .describe() method in pandas? | |
| Option 1 | It gives a summary of the DataFrame’s structure |
| Option 2 | It computes summary statistics of numeric columns |
| Option 3 | It sorts the DataFrame based on column values |
| Option 4 | It removes duplicate rows from the DataFrame |
| Right Option | 2 |
| Question 5 | |
|---|---|
| How do you select multiple columns from a DataFrame in pandas? | |
| Option 1 | df.select_columns() |
| Option 2 | df.columns() |
| Option 3 | df[[col1, col2]] |
| Option 4 | df.get_columns() |
| Right Option | 3 |
| Question 6 | |
|---|---|
| How should you conclude the resolution of a query? | |
| Option 1 | Skip documentation |
| Option 2 | Record the resolution accurately using the organization’s query management tool |
| Option 3 | Provide inaccurate information |
| Option 4 | End the call abruptly |
| Right Option | 2 |
| Question 7 | |
|---|---|
| Why should you take feedback from the customer after resolving the problem? | |
| Option 1 | To show your supervisor |
| Option 2 | To keep record |
| Option 3 | To confirm that customer is satisfied |
| Option 4 | As a routine practice in the organization |
| Right Option | 3 |
| Question 8 | |
|---|---|
| What will you do when a customer expresses difficulties? | |
| Option 1 | Ignore the concerns |
| Option 2 | Express concern and commit to resolving queries |
| Option 3 | Transfer the call to another department |
| Option 4 | End the conversation abruptly |
| Right Option | 2 |
| Question 9 | |
|---|---|
| How do you get information about a client before calling him? | |
| Option 1 | Only after the call |
| Option 2 | From the name of the client |
| Option 3 | Information from colleagues |
| Option 4 | From CRM tool |
| Right Option | 4 |
| Question 10 | |
|---|---|
| What is most important to know before calling a client who has payment pending? | |
| Option 1 | Name |
| Option 2 | Phone Number |
| Option 3 | Call history |
| Option 4 | Due amount |
| Right Option | 4 |
Sample Questions: IT-ITES Sector, Practical
| S.No | Sub-sector | Job role / QP code /Version /NSQF level | NOS | PC | Question |
|---|---|---|---|---|---|
| 1 | Business Process Management | Domestic Data Entry Operator/SSC/Q2212/3/3 | SSC/N3022: Undertake data entry services | PC10. transcribe selected data into a computer and scan source documents in accordance with specific program instructions and compare the same | Open an Excel file and enter the source document data with appropriate headings. |
| 2 | Business Process Management | Associate Customer care (Voice and Non-Voice)/SSC/Q2202/3/4 | SSC/N2308: Collect payments over the telephone | PC1. establish contact with customers, following the organization’s procedures | Demonstrate calling a client as per the given script. Collect a pending payment from the client over the telephone. |
| 3 | Business Process Management | Associate Customer care (Voice and Non-Voice)/SSC/Q2202/3/4 | SSC/N3002: Make outbound telesales calls | PC2. introduce the person and purpose of the call, following standard scripts | Demonstrate an outbound call as per the given script. |
