MBOSE Class 11 Question Paper 2022 for IT ITES

Total No. of Printed Pages – 6 (2)
HS/XI/A.Sc.Com/ITs/22
(b) Your mother’s or father’s sister is your _______

2022 (i) Parent.

IT / ITES (ii) Sister.

( Theory ) (iii) Uncle.

Full Marks : 30 (iv) Aunt.

Time : 1 hour

(c) Priya wants to change the spelling of a word in the
The figures in the margin indicate full marks for the questions
entire document. Which option will she use?
General Instructions:
(i) Copy
(i) Write all the answers in the Answer Script.
(ii) Align left
(ii) Attempt all parts of a question together at one place.
(iii) Find & Replace

(iv) Paste
SECTION – A
(Objective – type questions)

(d) Which of the following is the main objective of
1. Choose and write the correct answer for the following:
(Any Eight) sustainable development?
1 8 = 8
(a) Which of the following method is used to received (i) Reducing poverty
information from the sender?
(ii) Promoting green agriculture
(i) Listening
(ii) Speaking (iii) Preventing ecological damage
(iii) Telling (iv) Achieving a balance between economic, environmental
(iv) Writing and social needs

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(3) (4)

(e) What does an upright (straight) body posture convey (h) How will you respond when you get a call from the
or show? customer?
(i) Shyness. (i) “Who is it?”

(ii) Fear. (ii) “What is your name and what do you want?”

(iii) Confidence. (iii) “Hello this is Aarti from Airfin Telecom, how
may I assist you?”
(iv) Intelligence.
(iv) “Tell your name”.

(f) In the voice process, which are the kind of jobs that a
(i) What is customer value?
representative cannot do?
(i) The relationship between goods and services.
(i) Accepting orders
(ii) When expensive products deliver satisfaction.
(ii) Customer service
(iii) When an individual becomes attached to a
(iii) Keeping data of employee records marketing campaign.

(iv) Credit and collection (iv) The relationship between benefits and the
sacrifice necessary to obtain those benefits.

(g) A CRM is the _________ of the company
(j) What are some popular CRM software?
(i) Face
(i) SAP CRM.
(ii) Voice
(ii) Salesforce.
(iii) Support
(iii) Oracle CRM on Demand.
(iv) Employee (iv) All of the above.

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(5) (6)

SECTION –B (e) Give any two examples on how to handle
(Very short Answer -type Questions) objections effectively by CSR?

(f) What is a call scripts?
2. Answer the following Questions (Any four): 1 4 = 4

(a) What is Phonetics? SECTION –D

(b) Who is an Entrepreneur? (Long Answer -type Questions)

(c) What is Business Process Outsourcing? 4. Answer the following Questions (Any three) 4  3 = 12
(a) Demonstrate the technique to wash your hands.
(d) Who is a good customer service professional?
(b) What are the pros and cons of using ICT?
(e) What is green economy?
(c) What do you understand by the term IT and ITeS?
(f) How does shortlist feature work?
(d) List the roles and responsibilities of a CRM
Domestic Voice Representative.
SECTION –C (e) What is the need for complementing and
(Short Answer -type Questions) commenting? Explain with examples.

(f) What is CRM? What are the benefits of CRM?
3. Answer the following Questions (Any three): 2 3 = 6

(a) What are the benefits of working in a team?

(b) Why communication is important? 

(c) Give four examples for asking directions.

(d) What are the different types of operating
systems?

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