Class 11 IT Chapter 2 CRM Domestic Voice Representative Training

Class 11 IT Chapter 2 CRM Domestic Voice Representative Training Solutions English Medium As Per AHSEC New Syllabus to each chapter is provided in the list so that you can easily browse through different chapters Class 11 IT Chapter 2 CRM Domestic Voice Representative Training Question Answer and select need one. Class 11 IT Chapter 2 CRM Domestic Voice Representative Training Notes Download PDF. AHSEC Class 11 Elective IT-ITeS Question Answer English Medium.

Class 11 IT Chapter 2 CRM Domestic Voice Representative Training

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Also, you can read the NCERT book online in these sections Solutions by Expert Teachers as per Central Board of Secondary Education (CBSE) Book guidelines. AHSEC Class 11 Elective IT-ITeS Textual Solutions are part of All Subject Solutions. Here we have given AHSEC Class 11 IT-ITeS Textbook Solutions English Medium for All Chapters, You can practice these here.

CRM Domestic Voice Representative Training

Chapter: 2

A. Multiple choice questions: 

1. While making a call, a CRM should speak with a customer ______________. 

(a) Professionally. 

(b) Casually. 

(c) Rudely. 

(d) Loudly. 

Ans: (a) Professionally.

2. A CRM is the _______________ of the company. 

(a) Face. 

(b) Voice. 

(c) Support. 

(d) Employee. 

Ans: (c) Support.

3. After finishing a call, the CRM should _______________. 

(a) Complete the documentation process. 

(b) Take a break.

(c) Toast about it to the Team Leader. 

(d) Go home. 

Ans: (a) Complete the documentation process.

4. A complaining customer is ________________. 

(a) Often right. 

(b) Ways wrong. 

(c) Often lying. 

(d) Always right. 

Ans: (a) Often right. 

5. Who is a good customer service professional? 

(a) Customer service professionals who do not provide a friendly voice; they are rude and refuse to help. 

(b) Good customer service professionals who provide a friendly voice and face to the company while solving problems. 

(c) Good customer service starts with how you treat every customer as valuable. 

(d) Good customer service notes down the customer’s problem. 

Ans: (c) Good customer service starts with how you treat every customer as valuable.

B. Short answers question:

1. List the roles and responsibilities of a CRM Domestic Voice Representative.

Ans: A CRM is expected to call the customer and inform them about the product and services. CRM calls the customer to get an appointment for a personal meeting by a Subject Matter Expert (SME). This SME will meet the customer and explain the entire concept, functionalities and usage of the product and services.

(i) A CRM is the voice of the company. They are the first point of contact with the customer. This makes the CRM’s role very crucial.

(ii) A CRM receives and makes telephone calls that are primarily scripted and include basic questions. They are used with the assistance of a computerised system. They inform the customer about the products and services offered by the company, answer queries, resolve problems, record complaints and/or receive feedback.

(iii) A CRM is expected to communicate with customers to market and sell the products and services of the organisation. 

(iv) A CRM is required to talk to the customers politely and professionally. 

(v) A CRM is required to know the products and their features properly so that they can convince and persuade the customer to buy the offered product or service.

(vi) A complete training on technical and soft skills is given to the CRM to help them achieve this.

(vii) Every CRM has to meet certain targets given for the month or quarter.

2. What are the professional skills required for a Customer Service Representative?

Ans: The following skills are required for a CSR:

Parimol

Hi! my Name is Parimal Roy. I have completed my Bachelor’s degree in Philosophy (B.A.) from Silapathar General College. Currently, I am working as an HR Manager at Dev Library. It is a website that provides study materials for students from Class 3 to 12, including SCERT and NCERT notes. It also offers resources for BA, B.Com, B.Sc, and Computer Science, along with postgraduate notes. Besides study materials, the website has novels, eBooks, health and finance articles, biographies, quotes, and more.