NBSE Class 11 Question Paper 2022 Information Technology Enabled Services

Total number of printed pages : 2 NB-XI/IT(V)/1 2022 Information Technology ES (Vocational) Total marks : 50 Time : 2 hours General instructions : i) Approximately 15 minutes is allotted to read the question paper and revise the answers. ii) All questions are compulsory except Q. nos.18 to 23 where general option is given. iii) The question paper consists of 23 questions. iv) Marks allocated to every question are indicated against it. N.B: Check to ensure that all pages of the question paper are complete as indicated on the top left side. 1. Choose the correct answer from the given alternatives: 10x1=10 i. Choose the correct example of oral communication (a) reports (b) newspapers (c) face to face interactions (d) notes ii. A group of words that communicates a complete thought is a (a) subject (b) word (c) paragraph (d) sentence iii. What makes you complete your work or studies without others cheering you? (a) self-confidence (b) self- motivation (c) responsibility (d) self-esteem iv. Which of the following can help you manage time better? (a) talking to friends (b) making to do list (c) play time (d) watching movie v. Undo, cut, copy and paste are _________ commands (a) view (b) edit (c) styles (d) file vi. Which short cut key will you use to start the spell checker? (a) F1 (b) F5 (c) F7 (d) F9 vii. The process through which entrepreneurs can come up with solutions to improve their business (a) decision making (b) business idea (c) problem solving (d) customer service viii. In a small village, there is limited water supply of pure drinking water, an entrepreneur sets up business of selling water. Choose the business idea (a) event based ideas (b) seasonal based idea (c) problem solving (d) internet driven ideas ix. Agriculture is the most important part of our economy because it provides us with (a) health (b) shelter (c) clothing (d) food

-2- NB-XI/IT(V)/1 x. Who is responsible for the success of green economy in our country? (a) government (b) social worker (c) individual citizens (d) all the above Answer the following questions in one word or one sentence: 2. Give the full form of KPO. 1 3. Mention any two skills required for the role of CRM domestic voice. 1 4. What is an abandoned call? 1 5. What is a complaint? 1 6. Define CRM. 1 7. What is a call list? 1 8. Mention any two skills required for telesales. 1 9. List any two common health issues. 1 Answer the following questions in 20-50 words: 10. Differentiate between inbound and outbound calls. 2 11. Define HRO. 2 12. What is meant by information security? 2 13. Mention two characteristics of a confused customer. 2 14. List any four points while introducing yourself during a collection call. 2 15. What is call scripts? 2 16. Mention any four skills required for generic competence. 2 17. Give any two precautions to minimize the impact of occupational hazards. 2 Answer any four from the following questions in 60-100 words: 18. Explain briefly the four sectors of IT industry. 4 19. List any four roles and responsibilities of CRM domestic voice presentative. 4 20. List any two do’s and don’t’s each of telephonic conversation etiquette. 4 21. What is a form? Write the three steps to create a form. 1+3=4 22. Mention any four Standard Organizational Policies that a CSR will have to follow. 4 23. Explain briefly any four potential sources of hazards in an organization. 4 **************************************