NIOS Class 12 April 2024 Question Paper Customer Relationship Management (CRM) Domestic Voice

This Question Paper consists of 22 questions and 8 printed pages.
Bg àíZ-nÌ ‘| 22 àíZ VWm 8 ‘w{ÐV n¥ð> h¢&
Roll No. Code No. 67/ACV/A
u
AZwH«$‘m§H$ H$moS> Z§0
Set / goQ>

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
DOMESTIC VOICE
J«mhH$ g§~§Y à~§Y (CRM) S>mo‘opñQ>H$ dm°Bg
( 661 )

Day and Date of Examination .....................................................................................
(narjm H$m {XZ d {XZm§H$)
Signature of Invigilators 1. .....................................................................................
({ZarjH$m| Ho$ hñVmja)
2. .....................................................................................

General Instructions :

1. Candidate must write his/her Roll Number on the first page of the Question
Paper.

2. Please check the Question Paper to verify that the total pages and total
number of questions contained in the Question Paper are the same as those
printed on the top of the first page. Also check to see that the questions are
in sequential order.

3. For the objective type of questions, you have to choose any one of the four
alternatives given in the question, i.e., (A), (B), (C) or (D) and indicate your
correct answer in the Answer-Book given to you.

4. Making any identification mark in the Answer-Book or writing Roll Number
anywhere other than the specified places will lead to disqualification of the
candidate.

5. Answer for all questions, including Matchine, True or False, Fill in the blanks,
etc., are to be given in the Answer-book only.

6. Write your Question Paper Code No. 67/ACV/A, Set u on the Answer-Book.

661/ACV/A/710 [ P.T.O.

gm‘mݶ AZwXoe :

1. narjmWu àíZ-nÌ Ho$ nhbo n¥ð> na AnZm AZwH«$‘m§H$ Adí¶ {bI|&

2. H¥$n¶m àíZ-nÌ H$mo Om±M b| {H$ àíZ-nÌ Ho$ Hw$b n¥ð>m| VWm àíZm| H$s CVZr hr g§»¶m h¡ {OVZr àW‘ n¥ð> Ho$ g~go
D$na N>nr h¡& Bg ~mV H$s Om±M ^r H$a b| {H$ àíZ H«${‘H$ ê$n ‘| h¢&

3. dñVw{Zð> àíZm| Ho$ {bE AmnH$mo àíZ Ho$ (A), (B), (C) AWdm (D) Mmam| {dH$ënm| ‘| go H$moB© EH$ ghr CÎma MwZZm
h¡ VWm AnZo ghr CÎma H$mo AmnH$mo CÎma-nwpñVH$m ‘| {bIZm h¡&

4. CÎma-nwpñVH$m ‘| nhMmZ-{M• ~ZmZo AWdm {Z{X©ï> ñWmZm| Ho$ A{V[aº$ H$ht ^r AZwH«$‘m§H$ {bIZo na narjmWu H$mo
A¶mo½¶ R>ham¶m OmEJm&

5. {‘bmZ H$aZm, ghr AWdm µJbV, [aº$ ñWmZ ^aZm, Am{X g{hV g^r àíZm| Ho$ CÎma, CÎma-nwpñVH$m ‘| hr {bI|&

6. AnZr CÎma-nwpñVH$m na àíZ-nÌ H$m H$moS> Z§0 67/ACV/A, goQ u {bI|&

661/ACV/A/710 2

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DOMESTIC VOICE
J«mhH$ g§~§Y à~§Y (CRM) S>mo‘opñQ>H$ dm°Bg
(661)
Time : 1½ Hours ] [ Maximum Marks : 30
g‘¶ … 1½ KÊQ>o ] [ nyUmªH$ … 30

Note : (i) All questions are compulsory.
(ii) Marks are given against each question.
(iii) Question Nos. 1 to 6 are Multiple-choice Questions. Choose the correct
alternative from (A), (B), (C) and (D) and write it in the answer book.
{ZX}e … (i) g^r àíZ A{Zdm¶© h¢&
(ii) à˶oH$ àíZ Ho$ gm‘Zo CgHo$ A§H$ Xem©E JE h¢&
(iii) àíZ g§»¶m 1 go 6 VH$ ~hþ{dH$ënr¶ àíZ h¢& {dH$ënm| (A), (B), (C) Ed§ (D) ‘o§ go ghr {dH$ën
MwZH$a Bg CÎma-nwpñVH$m ‘| {bI|&

(1) Answers of all questions are to be given in the Answer-Book given to you.
g^r àíZm| Ho$ CÎma AmnH$mo Xr JB© CÎma-nwpñVH$m ‘| hr {bI|&
(2) 15 minutes time has been allotted to read this question paper. The question
paper will be distributed at 2:15 p.m. From 2:15 p.m. to 2:30 p.m., the
students will read the question paper only and will not write any answer on
the Answer-Book during this period.
Bg àíZ-nÌ H$mo n‹T>Zo Ho$ {bE 15 {‘ZQ> H$m g‘¶ {X¶m J¶m h¡& àíZ-nÌ H$m {dVaU Xmonha ‘|
2:15 ~Oo {H$¶m OmEJm& 2:15 ~Oo go 2:30 ~Oo VH$ N>mÌ Ho$db àíZ-nÌ H$mo n‹T>|Jo Am¡a Bg Ad{Y
Ho$ Xm¡amZ do CÎma-nwpñVH$m na H$moB© CÎma Zht {bI|Jo&

Choose the correct answer : ½×6=3
ghr CÎma Mw{ZE :
1. Which of the following is not an operating system?
(A) Linux (B) OpenOffice
(C) Windows 10 (D) MacOS
{ZåZ{b{IV ‘| go ³¶m EH$ Am°naoqQ>J {gñQ>‘ Zht h¡?
(A) {bZ³g (B) AmonZAm°{’$g
(C) qdS>moO 10 (D) ‘¡H$ Amo0 Eg0 (MacOS)

661/ACV/A/710 3 [ P.T.O.

2. Scanner is a/an _____ device.
(A) memory (B) output
(C) input (D) None of the above

ñH¡$Za EH$ _____ {S>dmBg h¡&
(A) ‘o‘moar (B) AmCQ>nwQ>
(C) BZnwQ> (D) Cn¶w©º$ ‘| go H$moB© Zht

3. Which of the following is the best way to adapt to the stress of work?
(A) Reframe problems (B) Look at the big picture
(C) Avoid perfectionism (D) All of the above

{ZåZ{b{IV ‘| go ³¶m H$m¶© Ho$ VZmd Ho$ gmW Vmb‘ob ~¡R>mZo H$m g~go CÎm‘ VarH$m h¡?
(A) g‘ñ¶mAm| H$mo {’$a go J‹T>Zm (B) AnZm ZO[a¶m ~‹S>m aI|
(C) n’}$³e{ZñQ>> ~ZZo H$s H$mo{eg Z H$a| (D) Cn¶w©º$ g^r

4. Which of the following is the aim of anger management?
(A) Suppress feelings (B) Conflict in life
(C) Understand the emotions (D) Take out your anger

{ZåZ{b{IV ‘| go ³¶m H«$moY à~§YZ H$m bú¶ h¡?
(A) ^mdZmAm| H$mo X~mZm (B) OrdZ ‘| g§Kf©
(C) g§doJ H$mo g‘PZm (D) AnZo H«$moY H$mo ~mha {ZH$mbZm

5. Apart from the speaking and language skills, communication skill requires
(A) good listening skills (B) good dancing skills
(C) good acting skills (D) good singing skills

~mobMmb Am¡a ^mfm H$m¡eb Ho$ Abmdm g§Mma H$m¡eb Ho$ {bE {ZåZ{b{IV ‘| go ³¶m Amdí¶H$ h¡?
(A) AÀN>m ldU H$m¡eb (B) AÀN>m Z¥Ë¶ H$m¡eb
(C) AÀN>m A{^Z¶ H$m¡eb (D) AÀN>m Jm¶Z H$m¡eb

661/ACV/A/710 4

6. A team leader should always be a
(A) fair person (B) motivator
(C) strategic thinker (D) All of the above

EH$ Q>r‘ brS>a H$mo h‘oem hmoZm Mm{hE
(A) EH$ {Zînj ì¶{º$ (B) EH$ àoaH$ ì¶{º$
(C) EH$ aUZr{VH$ {dMmaH$ (D) Cn¶w©º$ g^r

7. State the types of non-verbal communication. 1
J¡a-‘m¡{IH$ g§Mma {H$VZo àH$ma Ho$ hmoVo h¡§?

8. Write the two most important principles of listening. 1
ldU (gwZZo) Ho$ Xmo g~go à‘wI {gÕmÝV {b{IE&

9. How do health and hygiene help in personality development of an
individual? 1
{H$gr ì¶{º$ Ho$ ì¶{º$Ëd {dH$mg ‘| ñdmñ϶ Am¡a ñdÀN>Vm {H$g àH$ma ‘XX H$aVr h¢?

10. Write in brief about flash drives. 1
âb¡e S´>mBd Ho$ ~mao ‘| g§jon ‘| {b{IE&

11. ABC Co. Ltd. has Zero-Tolerance Policy with respect to gender-based
communication. What do you understand by Zero-Tolerance Policy? 1
ABC Co. Ltd. H$ånZr Ho$ ¶hm± qbJ-AmYm[aV g§Mma Ho$ g§X^© ‘| eyݶ g{hîUwVm Zr{V h¡& Amn eyݶ
g{hîUwVm Zr{V go ³¶m g‘PVo h¢?

12. There is a famous quote by Siebel Ad that “Good service is good business”.
Do you agree by it? If yes, write one reason for it. 1
gr~ob EoS> (Siebel Ad) H$s EH$ ~hþV à{gÕ H$hmdV h¡ {H$ ""AÀN>r godm hr AÀN>m ì¶dgm¶ h¡''&
³¶m Amn Bggo gh‘V h¢? ¶{X hm|, Vmo BgH$m EH$ H$maU {b{IE&

661/ACV/A/710 5 [ P.T.O.

13. Mr. X of a construction company committed a fraud. The CEO of the
company institutes a team of two senior managers to find out the loss due
to fraud. What type of team the CEO formed to find the details about the
fraud? 1

EH$ {Z‘m©U H§$nZr Ho$ {‘ñQ>a X Zo H$moB© KmoQ>mbm {H$¶m& H§$nZr Ho$ gr0 B©0 Amo0 Zo Xmo d[að> ‘¡ZoOam|
H$mo Bg KmoQ>mbo go hþE ZwH$gmZ H$m ã¶m¡am {ZH$mbZo Ho$ {bE {Z¶wº$ {H$¶m& gr0 B©0 Amo0 Zo {H$g Vah
H$s Q>r‘ ~ZmB© Vm{H$ KmoQ>mbo H$s nyar OmZH$mar {‘b gHo$?

14. Rewrite the sentence using present tense. 1
“Rima worked on the project.”

{ZåZ dm³¶ H$mo dV©‘mZ H$mb ‘| nwZ… {b{IE :
""ar‘m Zo àmoOo³Q> na H$m‘ {H$¶m Wm&''

15. Write about any of the two ways of dress up to improve the personality of
a person. 2

{H$gr ì¶{º$ Ho$ ì¶{º$Ëd H$mo Am¡a {ZImaZo Ho$ {bE S´>og An hmoZo Ho$ {H$Ýht Xmo VarH$m| Ho$ ~mao ‘| {b{IE&

16. A leader is identified by his/her qualities. What should be the qualities of
a leader in an organization? 2

EH$ brS>a AnZr j‘VmAm| ¶m JwUm| Ho$ H$maU nhMmZm OmVm h¡& {H$gr g§ñWm ‘| brS>a H$s ³¶m-³¶m
j‘Vm ¶m JwU hmoZo Mm{hE?

17. Sudha and Usha are two friends. Sudha is able to manage all her works
efficiently and timely, but Usha is not able to complete her work on time.
What is the ability of Sudha that Usha must learn? Write any three
benefits of it. 2

gwYm Am¡a D$fm XmoZm| {‘Ì h¢& gwYm AnZm H$m¶© g‘¶ na Am¡a ~‹S>r Hw$ebVm go H$aVr h¡ O~{H$ D$fm
AnZm H$m¶© g‘¶ na nyam Zht H$a nmVr h¡& gwYm H$s {H$g j‘Vm H$mo D$fm H$mo grIZm Mm{hE? BgHo$
VrZ bm^ {b{IE&

661/ACV/A/710 6

18. Write in brief about open source software and give two examples of it. 2

AmonZ gmog© gm°âQ>do¶a Ho$ ~mao ‘| g§{já {ddaU Xr{OE Am¡a BgHo$ Xmo CXmhaU Xr{OE&

19. Define the term ‘Operating System’. Give one example of OS for each of the
following : 2
(a) Mobile platform
(b) Apple Macintosh Computer

Am°naoqQ>J {gñQ>‘ H$s n[a^mfm {b{IE& {ZåZ Ho$ {bE Am°naoqQ>J {gñQ>‘ Ho$ EH$-EH$ CXmhaU
Xr{OE :
(H$) ‘mo~mBb ßb¡Q>’$m°‘©
(I) Eoßnb ‘¡{H$ÝQ>moe H$å߶yQ>a

20. Differentiate between the Internet through Wireless and Satellite technology. 2

dm¶abog Am¡a g¡Qo>bmBQ> VH$ZrH$ Ho$ Ûmam àmá B§Q>aZoQ> Ho$ ~rM A§Va ñnï> H$s{OE&

21. Two BPO companies named ABC and XYZ want employees for their
transaction processing and data entry departments respectively. During the
interview process, they selected two best candidates Amar and Puneet. Amar
was soft-spoken and Puneet was good at computers.
(a) Which company must have selected Amar? What will be his role in the
company? ½+1
(b) Which company must have selected Puneet and why? ½+1

Xmo ~r0 nr0 Amo0 H$ån{Z¶m± h¢ {OZHo$ Zm‘ ABC Am¡a XYZ h¢& ¶o XmoZm| H«$‘e… AnZo Q´>m§O¡³eZ àmogoqgJ
Am¡a S>mQ>m E§Q´>r {S>nmQ>©‘|Q>m| Ho$ {bE H$‘©Mmar {Z¶wº$ H$aZm MmhVr h¡& B§Q>aì¶y H$s à{H«$¶m Ho$ Xm¡amZ BZ
XmoZm| Zo Xmo g~go ~oñQ> Cå‘rXdmam| A‘a Am¡a nwZrV H$m M¶Z {H$¶m& A‘a ~hþV hr gm°âQ>-ñnmoH$Z Wm
O~{H$ nwZrV H$å߶yQ>a E³gnQ>© Wm&
(H$) {H$g H$ånZr Zo A‘a H$mo hr MwZm hmoJm? H§$nZr ‘| CgH$s ^y{‘H$m ³¶m hmoJr?
(I) {H$g H$ånZr Zo nwZrV H$mo hr MwZm hmoJm Am¡a ³¶m|?

661/ACV/A/710 7 [ P.T.O.

22. Plants need sunlight and water to make their own food. You can do an
experiment to test if this is true. Place a bucket over a patch of green
grass. After a few days, lift the bucket. You will see that the grass is not
as green anymore. If you leave the bucket in place for a week, the grass
will become very dull. This happens because the grass cannot make food
in the dark. Remove the bucket. In a few days, the grass will start turning
green again. With proper sunlight and water, the plants grow big and tall.
Answer the following questions :
(a) What do plants need? ½
(b) What is the opposite of dull? ½
(c) What happens after a few days? ½
(d) Rewrite the sentence in past tense : 1
“The grass will start turning green.”
(e) Write all three degrees of comparison of the word ‘big’. 1½

no‹S>-nm¡Ym| H$mo AnZm ImZm ~ZmZo Ho$ {bE Ob Am¡a àH$me H$s Amdí¶H$Vm hmoVr h¡& Amn Bgo gm{~V
H$aZo Ho$ {bE EH$ narjU H$a gH$Vo h§¡& har Kmg Ho$ EH$ n¡M Ho$ D$na EH$ ~mëQ>r aI|& Hw$N> {XZm|
Ho$ ~mX O~ Amn ~mëQ>r hQ>mVo h¢ Vmo Amn XoI|Jo {H$ Kmg A~ CVZr har Zht h¡& ¶{X Amn EH$ hâVo
VH$ Cgr OJh na ~mëQ>r aI XoVo h¢, Vmo Kmg Am¡a ^r Á¶mXm gyIr-gr hmo OmEJr& Eogm Bg{bE hþAm
³¶m|{H$ ~mëQ>r aIZo Ho$ H$maU Kmg AnZm ImZm A±Yoao ‘| Zht ~Zm nmB©& A~ Amn ~mëQ>r H$mo dhm±
go hQ>m b|, Hw$N> hr {XZm| ‘| Kmg {’$a go har hmoZr ewê$ hmo OmEJr& AV… C{MV ‘mÌm ‘| àH$me Am¡a
Ob Ho$ gmW hr no‹S> nm¡Yo ~‹S>o Am¡a b§~o hmoVo h§¡&
{ZåZ{b{IV àíZm| Ho$ CÎma Xr{OE :
(H$) no‹S>-nm¡Ym| H$mo ³¶m Mm{hE?
(I) gyIZm H$m {dnarV eãX ³¶m h¡?
(J) Hw$N> {XZm| Ho$ ~mX ³¶m hmoVm h¡?
(K) Bg dm³¶ H$mo ^yVH$mb ‘| {b{IE :
""Kmg Yrao-Yrao har hmoZo bJoJr&''
(L>) ‘Big’ eãX Ho$ VrZm| VwbZmË‘H$ ñVa Ho$ eãXm| H$mo {b{IE&

  

661/ACV/A/710 [24V—300] 8