MBOSE Class 11 Question Paper 2023 for It Ites

Total No. of Printed Pages – 6 (2)
HS/XI/A.Sc.Com/ITs/23
(b) How tracking your time helps you?

2023 (i) We can stay focussed.

IT / ITES (ii) We can show everyone how hard we are working.

( Theory ) (iii) We can understand where we are spending our
time and manage our time better if needed.
Full Marks : 30
(iv) None of the above.
Time : 1 hour

The figures in the margin indicate full marks for the questions (c) Who is responsible for the success of green economy
in the country?
General Instructions:
(i) Government
(i) Write all the answers in the Answer Script.
(ii) Attempt all parts of a question together at one place. (ii) Social workers

(iii) Individual Citizens
SECTION – A (iv) All of the above.
(Objective – type questions)

1. Choose and write the correct answer for the following: (d) What are the skills required by a domestic BPO
1  8=8 representatives?
(a) Your father’s or mother’s is your _______
(i) Fluency in the local language with natural accent.
(i) Cousin.
(ii) Excellent fluency in the English language.
(ii) Uncle.
(iii) Parent. (iii) Both of the above.

(iv) Brother. (iv) None of the above.

(3) (4)

(e) A complaining customer is ______ (h) How should a CSR greet customers ?

(i) Often right. (i) Cheerful greeting every time.

(ii) Always wrong.
(ii) Cheerful greeting some time.
(iii) Often lying.
(iii) Never greets cheerfully.
(iv) Always right.
(iv) Cheerful greeting every morning.

(f) CRM allows an organisation to _______

(i) Provide better customer service.
SECTION –B
(ii) Make call centres more efficient. (Very short Answer -type Questions)

(iii) Complicate marketing and sales processes.
2. Answer the following Questions (Any four): 14 = 4
(iv) Help sales staff close deals faster.
(a) What is Pronunciation?

(b) What is teamwork?
(g) Which of the following is a set of prices that are charged
for the product under certain circumstances? (c) What is inbound call centre services?
(i) Discount List.
(d) Define Upsell.
(ii) Price List.
(e) What is CRM?
(iii) Products.
(f) Bela is in non-voice process. Which is the skill
(iv) Quote. she need NOT be good at?

(5) (6)

SECTION –C (c) What is the difference between manufacturing
and trading business activities?
(Short Answer -type Questions)

3. Answer the following Questions (Any three): (d) List and explain the top Five BPO companies in
2 3 = 6
India.
(a) Define the meaning of a business idea.
(e) What are the professional skills required by a
(b) Explain what you can do to help a green CRM Domestic Voice Representative?
economy?
(f) How to manage a collection call?
(c) What are the two sectors of IT industry?

(d) What do you understand by information
security?


(e) How does CRM help sales?

SECTION –D
(Long Answer -type Questions)

4. Answer the following Questions (Any three) 4  3 = 12

(a) What are the two main types of Questions?

(b) What is time management and how can you
manage your time?

HS/XI/A.Sc.Com/ITs/23 HS/XI/A.Sc.Com/ITs/23