EMPLOYABILITYSKILLS-ENGLISHLITERACY|QUESTIONBANK2022

Correct
LESSONNAME Q NO QUESTION OPTIONA OPTIONB OPTIONC OPTIOND
Answer
WeneedtoreadandtypeinEnglishwhenwe book tickets for
1 readanewspaper workin a factory cleanmachines B
trains or movies
ICanandIWill 2 canhelpmelearn English. dedication fear anger shyness A
TolearntospeakinEnglish,whichofthefollowingwillyou need?
3 motivation interest effort allthe above D

4 Whichofthefollowingisanaming word? walk red Chennai slowly C

WordBuilding 5 The dog took Ramesh's shoes before ran away. it they because and A
6 Whichofthesewordscanbeusedtodescibea'tree'? tall mango beautiful allthe above D
7 Rearrangetheletterstofindakitchen appliance. toves stove vesto voste B
NaminWords North or South alongmetalor
8 Whichisthecorrectmeaningfortheword'pole'? bothoptionsA&B noneofthe above C
endsofearth'saxis peice of wood
Toconverta'singular'nounto'plural'nounwhichofthe following
9 Noun+ez Noun+s Noun+es Noun+ies A
rules cannot be applied?
Naming Words- 10 Thepluralofthewordfurnitureis furnitures furnituries furniturez furniture D
Singular&Plural
Rio bought a screw driver for his friend and two for
11 screwdriver screwdrivers screwdriveries screwdriverz B
himself.
Inthesentencegivenbelow,choosetheactionword. My
12 My delivered parcel C
father delivered the parcel. father
Filltherightactionwordinthesentencebelow. The
ActionWords 13 repair repairs is repair are repairs B
plumber water pipes.
Use the correct action word in the sentence below-I
14 play like write love A
footballeveryeveningwithmyfriends.
Completethesentencewiththecorrectactionword- The
15 broke fell jumped bounced A
ActionWords- cup when it fell off the table.
Tenses Whichoneofthefollowingsentencestellsyouthatanactionis Iwasbreakthe Iambreakingthe
16 Ibreakthe chair. Ibrokethe chair. C
completed? chair. chair.
17 Whichoneofthefollowingisadescribingword? eat repair hot soup C
Filltheblankswiththecorrectdescribingword.
18 cross speak peen cross peen D
DescribingWords This is a hammer.
Fillintheblankwiththewordthatdescribesquality. I am
19 hardworking left talk jump A
a person.
Fillintheblankwiththewordthatdescribesquality. The
20 box Chennai round triangle C
DescribingObjects, cycle wheel is in shape.
surroundings Fillintheblankwiththeappropriatelinkingword.
&processes 21 Youmustsignoutofyouremailaccount.Nextclosethe finally inthebeginning never after a while A
browser tab and switch off your computer.
22 Thatwasmypen.Whereis ? pen it my pens B
23 IsthatKrishna'shelmet? Yes,itishe. Yes,itishim. Yes,itishis. Yes,itisthat. C
Pronouns Replacetheunderlinedwordwiththecorrectpronounfromthe given
options
24 he her his him D
IknowViratKholi.
I know .
Beginningofa
25 Wheniscapitalletter used? Namesof persons. Namesof places Allthe above D
sentence.
Whichpunctuationmarkshouldbeusedinthefollowing sentence?
Intrductionto 26 Isthereanysiteengineerhere ?(questionmark) , (comma) .(full stop) ! (exclamation) A
punctuation
The box is full of The box is full of Theboxisfullofnuts The box is full of
Whichofthefollowingisasentencewiththecorrect punctuation?
27 nuts,bots,screws nutsbolts,screws bolts screwsand nuts;bolts;screws A
and nails. and nails nails? and nails!
Statethekindof sentence.
28 Declarative Interrogative Imperative Exclamatory C
Kinds of Keepthetoolsingoodcondition.
sentences- Rearrangethewordstoformaquestion. kind Kindofmachine What kind of Whatkindmachineis Machineiswhatkind
29 B
Introduction of/ what/ is this/ machine? what is this? machineisthis? this of? of?
30 Theword'when'denotes place thing person time D
Rearrangethejumbledwordstoformameaningfulsentence. Assupervisorin InBHELworked
Peter worked as SupervisorasBHEL
31 BHELworked Peter as C
supervisorinBHEL. in Peter.
assupervisor/inBHEL/worked/Peter Peter. supervisor.
Practiceinframing Rearrangethewordstoformasentence-
Cuttheonionsinto smallpiecesinto Cutonionsintothe small Smallpiecescutthe
sentences 32 A
small pieces. cut the onions. pieces. onions into.
smallpieces/into/cut/theonions
Thesentence,"Pleasehelpmefinishthis"canbeusedto
33 makearequest None givingopinion sharinginformation A

meeting someone meetinghigher

34 Formalgreetingsareusedwhen business meetings Alloftheabove D
neworolderinage officials
Greetings&Self 35
To whom can you say this sentence?
Superiors Friend Strangers TheITI Principal B
Introduction Hey,it'sbeenlongtimesincewemet.
helpsustoknow helpsothertoknow helpsotherstoknow helpsmyselfknow
36 WhenIintroducemyself,it C
about ourself about friends about me. about others.
Whichofthefollowingexpressionscanbeusedtomake requests?
37 I hope I believe Please Maybe C
Asking
38 Thephrase,"Couldyoupleasetellmeabout..."isusedto... Thank someone Introducesomeone Ask for information Giveinformation C
&respondingto
questions It was fine. We
Whatwilltheresponsetothisquestionbe,"Howwasclass today?"
39 learnedmanynew Oh,Isee. Isit so? Thank you A
things.
HowfaristheITI from
Whatisthecorrectquestiontoasktogetthisresponse?-'Itis 2 kms Whereisrailway Whenisthetrain Howareyougoing to
40 the railway station? B
Sharing from the railway station.' station? coming? the ITI?
informationwith Whensomeonesays'Thankyou'weshouldreplyandsay
others 41 Thank you. You'rewelcome. Bye-bye Howareyou? B
.
42 Whichofthesephraseswillyouusetogive opinion? Itis about... Can you..? Tellmeabout... I think.. D
Talking to Talking to
43 Whichoftheseisaformofnon-verbal communication? Facialexpressions Talkingoverphone B
colleagues. colleagues.
Formal&Informal Evenwithoutspeaking,peoplemayunderstandyourfeelings
44 facialexpressions body language gestures Allthe above D
Communication through your .
Whichexpressionswillyouchoosetoaddressyourbossinan email?
45 Hey Manickam, Dear Manickam, Dear Sir, None C

46 Ijoinmetalpartstogether.Iama . Fitter welder plumber machinist B

Ihelpindesigningandbuildinghouses.Iaman
Speak & Share 47 fitter turner architecturalassistant nurse C
informationabout
I am a desktop
workplace Chooseacorrectreplytothegivenquestion: What It is at Kumaran
48 publisher at ABC Igo by train. None. B
do you do? Nagar,Chennai.
SoftwareSolutions.
49 Theexpression,"Tosumup.."isusedto . endadiscussion initiateadiscussion Askfor an opinion Ask a doubt A
Discussionson You'reabsolutely
50 Whichexpressionwouldyouchoosetoagreewithsomeone? Inmy experience... Itis considered.. Yes,but... B
current right.
happenings Vimlawasleaningagainstthewallduringthegroupdiscussion. impressive loudanddominating
51 correctposture smile B
Which aspect of discussion did she miss? beginning voice
I told you that it
Whentalkingtoacallerafterputtingthemonhold,whatshould you Nicethatyouhave
52 wasgoingtotake Thankyoufor holding Noneofthe above C
say? no other work
long
Telephoneskills
53 Howmanyphasesarethereinatelephone call? 2 4 6 3 D
54 Whatareimportantaspectsofyour voice? the volume the speed thetone Allthe above. D
Couldyouplease
Youareonacallandarenotabletohearwell.Howwillyou ask the Canyouspeak
55 speak a little Speak loudly. Noneofthe above. B
person to be louder? loudly?
louder?
You will request
Telephoneskills- Youarehavingaconversationwithyourcolleagueandthen your Youwillignorethe
yourcolleagueto Answer the phone You will talk to the
Role plays 56 wait and you andputthecalleron callerandleaveyour B
phone rings. What would you say? call.
answer the hold. colleague stranded.
important call.
Whengivingnegativeinformationoverphonecall,howshould you Shouldnotanswerthe
57 Justspeak. Speak loudly Shouldbepolite. D
speak? call at all.
58 Choosetheoddword. please sorry paper thanks C
Fillintheblankwiththeright word.
59 exports buys falls goes A
Let'sread The company goodsto Vietnam.
Whatwillbetherightstatementfor...? There is Waterproblemis
60 Entry is restricted. Youcangoinside. Wewonthe match. B
fire in the factory. solved.
Rearrangethefollowingwordstofromasentence. Newspaper was newspaperreading The old man was
61 Noneofthe above. C
oldman/ reading/ was/ the/ newspaper readingtheoldman the oldman readingnewspaper.
Writingsimple 62
Frameaquestionforthisresponse. I
Why late? Whyareyoulate? Whatareyou doing?
Whymissedthe
B
sentences missed the bus. bus?
Changethesentencetopasttense. He
63 Sheiswriting. Hewriting. Hewas writing Wearewriting. C
is writing.
Pleasedtomeetyou,I
64 Whichexpressionwillyouusetointroduceyourself? Mynameis.... I am..... Allthe above D
am....
Speaking
Idon'tlikewhatyou IamafraidIdisagree
65 Howwillyoudisagreepolitely? Idon't agree.. I am afraid. C
say.. with you in this.
 Namethemainskillthathelpstolearnotherotherlanguage skills
66 Reading Speaking Writing Listening D
like reading, writing.
Listentotheteachermakingthefollowingannouncement-

A team of painters are coming tomorrow to paint the walls.

Thereareplasticsheetsinmyroomonthedesk.Iwantyouto put them Bringthepaintfrom Takethebooks Coverthedeskswith
Listening 67 Noneofthe above. C
over your desks. her room. from her desk. plastic sheets.

Now,answerthequestion.Whatdoestheteacherwanther trainees
to do?
understanding&resp
68 Whatdoeslisteninginvolve? Hearing Noneofthe above. BothA&B D
onding
69 Maintainingtoolsingoodconditionis unnecessary essential equal formal B
70 Wherehaveyoubeenallthese ? While Days During Always B
71 Rahul enjoys withhispetdog. playing writing doing washing A
"Raziaenjoysplayinginthe rain."
72 Razia enjoys the rain A
Thenamingwordinthissentanceis
73 Today'sweatherisgoingtobe . Hopeful Warm Blue Urgent B
Whereisthe Whereisthe Whereisthe Whereisthe
74 Pickthesentencewithcorrectpunctuation. A
generator? generator! generator. generator,
Identifythekindofsentence.
75 Interrogative Exclamatory Imperative Declarative C
Leavetheroomimmediately.
Miscellaneous
76 Iamawelder.Iworkwith nailpolish robots weldingtools laptops C
Whenyousay"Iamsorry,plscometomorrow",youare
77 being rude fighting ignoring beingpolite D

78 Thephrase,"MayIexplainwhatImean?Isusedto . elaborate apologise agree disagree A

79 "Hey,Comeandjoinus."Towhomwillyousaythis? teacher friend parent superior B
Choosethecorrectresponsetothegivenquestion "Has
80 Shewillgo. Iwillcertainly Yes,shehas. Monday C
Mallika called us for the party?"
Thestatement,"Pleasehelpmefinishthis"canbeusedto
81 Makearequest None Givinganopinion Shareinformation A
.
 EMPLOYABILITYSKILLS-COMMUNICATIONSKILLS|QUESTIONBANK2022
Correct
LESSONNAME QNO QUESTION OPTIONA OPTIONB OPTIONC OPTIOND
Answer
MeenuisthankingherfriendRita,forhelpingherbeforeexams.What should Rita,I’llseeyou Rita, thank you
1 RitaI’msosorry d.Rita,thanks C
Meenu say? later forallyourhelp.
Encoding> Send>Reci Reciver Decoding>
2 Whatiscommunication? A
Decoding ved >Sender Encoding
Importance of Aclearly
Theteachersaid,“Writethetopicoftheexperimentonthetoprightcorner of the Afriendly Notclearto Anapologytoa
Communication 3 communicated A
page”. This is . request understand. friend
instruction.
Ineedtotalkto
AnkitmadeamistakeandRiyawantstopointitouttohim.Riyashould say . Youareabad Canweeat
4 I’msorry. you about C
person. something?
something.
Whenacommunicatorusesharshwordstopointouterrors,itwill Be well Leadtomore Helpthe
5 Solvetheissue. C
. received. problems. receiver.
6 Howtorecognizeeffectivecommunication? Expressions ToneofVoice BodyLanguage Alloftheabove D
Relaxedand
Componentsof 7 Anangry person’s body languagewill be ? Calm Friendly Aggressive C
soothing
Communication
Practicingwith
friends and Rejecting any Keepobserving
8 One way of improving your communication skills is . Practicingalone B
getting feedbackgiven others.
feedback
‘Hey,IamSaran.IamfromAhmedabad.Iamreallyfondofrunningand formal informal Bothofthe Noneofthe
9 B
travelling!’. This is an . introduction introduction above above
Detailsofplaceofstudy,branchandspecializationshouldbe Group
10 Aninterview Friendlychat Debate A
communicated during . discussion
Stand straight
PractisingEffective Stand
Walkfastfrom andwalkalittle
Communication 11 Whenyougiveaspeech,itisalwaysbetterto . Standfixed. slouchingand D
placetoplace. on the stage
bent.
casually.
12 Newsreportersontelevisionneedtomaintainproperlevelsof . Voice eyecontact posture alloftheabove D
Introducing ourselves effectively helps in creating a good impression Future
13 Futurefriends Teachers Alloftheabove D
among . employers
Ifsomeoneisopenmindedandwillingtochangetheirviewbasedonthe valid Good Rigid Poor Difficult
14 A
opinion of others, they are . communicators communicators communicators communicators
Asktoomany
15 When another person is talking, a good communicator will always . Listencarefully. Bepatient. BothA+B D
questions.
It shows you
You need to The other
are not Communication
Itisimportanttoalwayschoosewordstosuittheperson(s)youaretalking to showoffyour personneedsto
MasteringEffective 16 interested in is always C
because . word understandyour
Communication communicating difficult.
knowledge. message.
with them.
Goodeye Standing or
17 Non-verbalexpressionsincludewhichofthefollowingaspects? Smile Alloftheabove D
contact sittingposition
 Bothverbaland Neitherverbal
Ourverbal Ournon-verbal
18 While we communicate, it is important to pay attention to . non-verbal nornon-verbal C
expression expression
expression expression
Iwillencourage
Usethechance Forgettheir Speakontheir
19 Whenaparticipant isquietduring agroupdiscussion ? them to A
to speak. presence. behalf.
participate.
Summarizing Speaking your
Interfereasthey Fallasleepas
20 Onewayofshowinginterestwhenyouhaveaconversationis . theirideasat point of view A
speak they talk
"Assessingyour the end whennotasked
Communication Checking our
Looking at it
Ability " strengths and Showingto Postingiton
21 Recordingoneselfspeakinasmartphonecanbeusefulfor wheneveryou B
weaknessesas friends facebook
are free
acommunicator
Friendliness
Listeningand Non-verbal
22 Thetopcommunicationskillsthatcanhelpsinone’scareerare? and open- Alloftheabove D
confidence communication
mindedness
Toholdthe Towaitfora To put the Toswitchona
23 Whatdoes“holdon”duringatelephonecallmean? B
phonewell short time phonedown phone
tell the
ask the
customer to request the hideyourself
customer to go
Whenyouarenotabletorepairequipmentintime,youshould wait for one customer to when the
24 to another B
" Verbal . more week as giveyouone customer
companyifthey
Communication youhaveother more week comes
want
– Speaking" jobs
Refuse to note Requesttowait
downifyoudon’ t till you get pen Askthecaller to Noneofthe
25 Whatwould you doif someone givesmessages during atelephone call? B
want to pass and paper to talk later above
the message take down
26 Whichoneofthesephrasesisnotrelatedtoatelephonecall? Makeup Pickup Holdon Callback A
Leave
27 Whichoftheseisusedintroduceapplicantstoemployers? MarriageCard Resume StudentID C
Application
28 Whatcanwewriteinourresume? Qualifications Skills Experience. Alloftheabove D
Verbal Appropriate bodylanguage andneat appearancecan helpachieve success
29 TRUE FALSE A
Communication in interviews as they give confidence.
– Writing Lookingintothespeaker’seyeswhilelisteningandlistener’seyeswhile
30 speaking shows one as a confident TRUE FALSE A
person.
31 Leave letterswrittentotheinstructorandprincipalareinformalletters. TRUE FALSE B
Withapleasant Withanangry
32 Howshouldonegreetpeople? Withasadface Withfear B
smile face
shinyteeth, stainedteeth, stainedteeth,
stained teeth,
33 Personalhygieneincludes . cleanhair&n clean hair dirty hair & A
" Non-verbal dirtyhair&nails
ails &nails clean nails
Communication"
Playing with phone or other objects whilelistening to someone is Noneofthe
34 Goodbehavior BadBehavior Care B
. above
 Noddingtheheadisanimportantvisualsigntoshowthatyouare listening.
35 TRUE FALSE A

Unawarenessofthedifferencebetweengoodandbadtouchleadsto
36 TRUE FALSE A
unpleasant experiences.
stranger
parentsbathing
patfromthe brotherpulling touching you
BeingAwareof 37 Whichoneoftheseisanexampleofbadtouch? to you as a D
teacher your cheeks whenyouare
Good small child
alone
andBadTouch
goawayfrom tellanelderor
shout‘NO’
38 Whensomeoneyoudonotknowtouchesyou,itisgoodto . that someone alloftheabove D
loudly
person/place trusted
39 Ifeelgood,happy,lovedandprotected,whenIexperienceagoodtouch. TRUE FALSE A
Theinterviewer Theinterviewer Theinterviewer
Theinterviewer
expectstoknow expectsashort wants to know
wishestoknow
40 Whydomostinterviewshavethequestion“Tellmeaboutyourself”? aboutthefamily and quick where the B
thenameofthe
of thecandidate. introduction of candidate
candidate.
the candidate. studied.
Answer
Iftheintervieweristestingyoursubjectknowledgeintheinterview,you Avoidthe Answervery Givedescriptive
41 preciselyand A
DecodingInterview should . question shortly answers
completely
Replythanking Discourage Askthereason
leavetheplace
42 Ifyouarenotselectedattheendofaninterview,itisgoodto . theemployerfor other for not being A
immediately
this opportunity candidates selected
Look at the
Lookawayfrom
43 Whenyouspeaktoaperson,youneedto Stareatthepers person in a Lookatthefloor B
the person
friendlymanner.
maintaineye
listentoothers speakclearly allowothersto
44 When you are participating in the group discussion . contactwhile B
carelessly andsensibly speak
speaking
Fightwiththe Listen to
45 Whenapersondisagreeswithouropinion,weshould . Arguestrongly. Keep quite C
person. his/herview.
"Workplace
We should We should
Communication We should
Whatcanbedonetoavoidrepeatingtheideasthatothershavealready told? express our listencarefully Wecanlisten
46 apologisefor B
ideaevenifitis to avoid randomly.
repetition.
the same. repetition.
Canyouplease Thankyoufor
47 Howdoyouaskforaclarification? That’strue. Oh,Isee. B
clarify...? your help.
You thank
Youapplyforanapprenticeshiptoyourdreamcompanybutyoureceivea You get You feel Yousendthem
48 themandmove C
rejection mail. How will you handle the situation? depressed. worthless. an angry mail.
on.
Theylearn
They get Theyblame They give up
49 Howdosuccessfulpeoplehandlefailure? from their A
demotivated. others. theirambitions.
mistakes.
"HandlingRejection
Ignoresuch
and Failure" Valuetheir Talk hurtful Behave
ideas and
50 Whenotherssayhurtfulthingsaboutusweshould? words and thingsabout accordingto B
believe in
believe it. them. theirwords.
ourselves.
 Workingfora Learninga
Mastering Using a
51 Identifyalongtermgoalfromthefollowing reputed foreign B
typingskills computer
company language
52 Once we enter a workplace, our communication has to be . personal careless professional useless C
To have an
for a smooth To help and
understanding
53 Whatisthebasicneedforpeopleatworkplacetocommunicate? operationofthe encourageeach alloftheabove D
about each
work other
other's work
Menandwomenhavedifferentwaysofcommunicatingattheworkplace. cultural gender religious political
Professional 54 B
Understanding these differences is called . sensitivity sensitivity sensitivity sensitivity
Networking
they make a theycanhelp us
itisfuntoknow they can solve
55 Professionalnetworkingisextremelybeneficialbecause . largegroupof find good C
many people allourproblems
friends opportunities
meet new share photos
wishpeopleon
56 LinkedInisawebsitethatcanbeusedto . membersofour andvideosour watchmovies A
their birthdays
profession profession
Agoodwayto respond tothe question‘Shall westart thediscussion?’is But,don’tyou
57 Toconclude Yes,let’sstart. Tosumup C
. think?
58 Thefolderonecarriesforinterviewsshouldcontain . resume markesheets identitycard alloftheabove D
Aspartofgrooming,whichofthefollowingareessentialforattending
MockInterviews 59 casualclothes strongperfume morejewellery Formalclothes D
interviews?
maintaineye
speakclearly listentoothers allowothersto
60 Whatshouldyouavoiddoingduringagroupdiscussion? contactwhile C
andsensibly carelessly speak
speaking
Thepeoplewithwhomyouwillhavetocommunicateattheworkplace supervisorsand family
61 mostlyfriends classmates B
include . co-workers members
62 Whichoftheseisnotanonlinejobsearchplatform? Indeed Glassdoor Snapchat LinkedIn C
Bewillingtoask
Showing Displaying
questionsanda
63 Whatistheidealwaytocommunicateattheworkplace? respect and positivebody Alloftheabove D
willingness to
activelistening language
give feedback
Maintaining Leadinga Learningto
64 Identifytheshorttermgoalfromthefollowing Beinghelpful D
goodhealth happylife drive a car
More followers
Keepingourresumeandcontactcardreadyduringnetworkingeventscan help Job Noneofthe
65 onourpersonal Friends B
us find opportunities above
social media
Attend job fairs
join online organized by Keep in touch
networking bothgovernment with your
66 Effective and easy ways to create a professional network are . Alloftheabove D
websiteslike and private teachers and
LinkedIn,etc. companies fellowstudents

JobSearchandMock
67 Whichoftheseisatypeofinterview? face-to-face telephonic online alloftheabove D
Interviews
commenting harassing treatingwomen
Menandwomenneedtobetreatedequallyintheworkplace.Itisgoodto avoid
68 aboutwomen women employees Alloftheabove D
.
employees employees badly
 Whenyousendyourresumethroughemail,youaresendingitintheform of cookie
69 drive attachment markedtext B
. advertisement
former
70 Itisusefultogetrecommendationsandendorsementsfrom . familymembers friends colleaguesand schoolteachers C
supervisors
Whenyoucheckyourwatchfrequentlywhilespeakingtoasupervisor,he or
71 excited upset surprised irritated D
she will get .
Whatkindofemotionalbarrierscanbeovercomewhenpeople communicate?
72 mistrust fear curiosity bothaandb D

potential
ourfamilieswill employersmay ourfriendswill
Weshouldbecarefulaboutwhatweshareonsocialmediabecause
73 know about it do a share it to Alloftheabove B
.
otherwise background others
check
 EMPLOYABILITYSKILLS- ITLITERACY|QUESTION BANK2022
Correct
LESSON NAME QNO QUESTION OPTIONA OPTIONB OPTIONC OPTIOND
Answer
Central
1 isthebrainofthecomputer. Desktop Window Processingunit Keyboard C
(CPU)
allowstheusertoinputletters,numbersandother
2 Mouse Keyboard Desktop DigitalCamera B
symbols into a computer.
BasicsofComputers 3 Whichamongthefollowingisnotanoutputdevice? Monitor Speaker Projector Mouse D
In a computer, performscalculationsandtakesall
4 CPU Monitor Mouse HardDisk A
the decisions.
Whichkeyofthekeyboardallowsyoutomovetothe begining
5 Enter Capslock NumericKeys Space A
of the next line?
6 Starting a computer is also called as . Running Scanning Booting Operating C
Arrangethefollowinginasequenceforconnectingaphone to
Exploringa the computer.
Computer a. Locatethephonefolderonthecomputerandtransferthe
7 a,b,c c,a,b a,c,b b,c,a D
files.
b. Turnbothyourphoneandcomputeron.
c. ConnectUSBwiretoyourphoneandthecomputer.
The servesasaninterfacebetweenthecomputer Operating
8 Monitor OutputDevice Hardware B
BasicsofOperating and the user. System
System Operatingsystemshaveaspeciallanguagecalled Binary
9 AccessCode LinuxCode RebootCode A
. Language
MicrosoftEdgewasintroducedwithWindows10and Internet
ExploringWindows 10 Google Safari MozillaFirefox B
replaced as the default web browser. Explorer
Operating System
11 istheoperatingsystemofApple. Linux Windows Mac OS Safari C
12 Whichamongthefollowingistheprimarystoragedevices? Harddisk FloppyDisk MemoryCard RAM&ROM D
isalsoaformofdatastoragethatcannotbeeasily
13 RAM ROM MemoryCard Hardware B
Using Storage altered or reprogrammemed.
featuresonwindows 14 Whichamongthefollowingisnotatertiarystoragedevices? Harddisk USBDrive RAM MemoryCard C
isastoragedevicewhichisusedinmobilephones,
15 MemoryCard Harddisk ROM OpticalDisc A
digital cameras and MP3 players.
16 WhichshortcutisusedtosaveawordfileinMS-Word? Ctrl+N Ctrl+B Alt+S Ctrl+S D
BasicsofMSWord 17 isthedeafultextensionofMSwordfiles. .dc .dec .docx .msdoc C
18 WhichshortcutisusedtoopenanexistingfileinMS-Word? Ctrl+N Alt+O Alt+Existing Ctrl+O D
ArrangingwordsorcreatingdifferentstylesofwordonMS-
19 Coloring Modifying Editing Formatting D
Word is called as .
InMSwordtoselectthewholefilewhichshortcut combination
20 Ctrl+A Ctrl+@ Ctrl+L Ctrl+D A
is used?
 Whichamongthefollowingisnotacommandofformatting
21 Bold Italic FontColour Cut D
toolbar?
tabisusedtoinsertcharts,graphs,imagesandpage
22 Standardtab Formattingtab Inserttab Reviewpane C
ExploringMSWord number into a word file.
InMSwordtoclosethedocumentwhichshortcut combination
23 Ctrl+B Shift+ F4 Alt+F4 Ctrl+L C
is used?
InMSWord,whenyouopenanewblankdocumentthe Outsidethe Middleofthe
24 TopLeft BottomRight C
cursor appears on the corner of the page. page page
letstheusertotypeuppercaselettersorcharacters
25 Shift Backspace Delete Tab A
when used in combination with another.
26 indicateswhereonecanentertextonthepage. Arrow Cursor Hyphen Hyperlink B
isanuser-friendlysoftwareusedtocreateLeave
27 MSExcel Notepad Wordpad MSWord D
letters, letters of application for jobs, resumes.
Arrangethefollowingintherightorderofprintingaresume on
MS Word.

28 a. PressCtrl+P a,b,c a,c,b c,a,b b,a,c C

b. Selectthenumberofpagesyouwanttoprintandpress the
CreatingDocuments Print Tab.
c. Openthedocumentyouwanttoprint.
on MS Word
Whichshortcutkeyisusedtounderlinethemainheadings of
29 Ctrl+U Ctrl+B Ctrl+L Ctrl+X A
your resume?
30 Whichfunctionkeyallowsyoutorenameafile? F1 F2 F3 F4 B
Findthemissingwordinthesequence,
a. ClickonHomeTab
31 Font Clipboard Paragraph Styles C
b. Select group
c. SelectLeftAlignment
isanelectronicdocumentintheformofgridandis used
32 MSWord Spreadsheet Wordpad Calculator B
for calculations.
WhichamongthefollowingisnotacomponentofMSExcel
33 Column Row FormulaBar PaintBar D
worksheet?
BasicsofExcel 34 containsoneormoreworksheets. Workbook Workfile Addressbar Document A
35 Whichamongthefollwingisarightcelladdress? F@ a34 G16 2B C
Rownameand Column ColumnName
Cell Adress is a combination of and ofthe Row and
36 Column Numberand and Row D
cell. columnwidth
Number Row height number
Ctrl+shift+Print
37 Whichshortcutcombinationprintstheexcelsheet? Ctrl+P Alt+P Tab+P B
Scr
38 Toenteranyformulainexcelwhichsymbolisused? () ? # = D
functionallowstheusertoperformaddition
39 addition() Sum() Sumif() Addall() B
SimpleFunctionson operation.
SimpleFunctionson
Excel optionallowstheusertocheckhowtheworksheet
40 Outlook Demo Preview Printsheet C
looks when printed.
MSExcelworkbooksbydefaultaresavedwith
41 .xlsx .xl .excel .msel A
extension.
Tocutandpastecontentofacelltoanothercellwhich shortcut
42 CtrlC&CtrlP CtrlX&CtrlV AltC&AltV CtrlC&CtrlP B
combination is used?
43 isaworldwidesystemofcomputernetworks. Communication Broadband Internet SocialMedia C
Awirelesstechnologythatconnectsalaptoptotheinternet is
44 Bluetooth WiFi SourceNetwork Desktop B
WhatisInternet? called .
Internet
45 WhichamongthefollwingisnotanInternetbrowser? GoogleChrome MozillaFirefox DataChannel D
Explorer
will scan through thousands of websites and
46 webpagesontheinternetthatcollectsanddisplaysthemost SearchEngine Engine Searchtab Software A
Searching for relevant information.
Informationonthe arewordsthathelpusfindwhatwearelooking for
47 Alphabets Keywords Browser Names B
Internet on the Internet.
Wheredoyoutypetheaddresswhenyouarelookingfora
48 Gmail Computer Addressbar Task Bar C
website?
Password
should be a
Password Passwords Passwordmust
Whichamongthefollowingshouldbefollowedwhilesetting up a combinationof
49 shouldbeyour shouldbeyour have only 5-6 D
new password? alphabets,
name phonenumber letters
numbers and
symbols
InWindows,youcanlockyourcomputerbypressing Ctrl+Shift+ Spacebar+Alt
BestPracticesto 50 Lock+PrtScr Delete+Shift C
combinationkeys. Del +F4
followonInternet deletesspywareprogrammesinstalledonyour
51 Antispyware Virus Software Passwords A
computerandcanpreventthemfromgettinginstalled.
Sharing
Usingstrong Clearing Using only
52 Whichactionshouldbeavoidedduringonlinetransactions? personal C
password browsinghistory securedsites
information
Awebsiteissecureifithashttpsasitsprefixandalocked
53 Speaker Padlock Equal Star B
symbol.
54 isanelectronicmessagetransmittedoverinternet. Message Chatbox E-Mail Webpage C
55 isthemailingservicerunbyMicrosoft. G-Mail Yahoo Hotmail Outlook D
56 InanE-Mail showsthetopicofthemessage. Attachments Subject BCC CC B
Whichamongthefollowingallowstherecipienttoseeallthe
57 BCC FCC CC From C
copied email contacts?
Communicateusing isatypeoffile,suchasaphotoordocumentthat you
58 Virus Attachment Copy Recipientdesk B
Email can send along with your email.
WhilesendinganEmailtoattachaphotoordocument, which
59 Equalto Smiley Stapler PaperClip D
symbol need to be clicked?
 The folderholdsemailsthatpeoplehavesentto
60 Outbox Inbox Message Trash B
you.
61 The folderholdsemailsthatmaynotbeuseful. Outbox Trash Spam Sent C
Whichamongthefollowingisanexampleofastrong password?
62 mycomputer Iloveindia abcd1234 @35dof#secure D

InternetSafety isasecretcodethatallowsonlyYOUtoaccess your

63 Password Mobilephone Email Alarm A
accounts.
64 Neversendareplyto email. Inbox TrustedEmails Spam Long C
65 Learningusingamobileiscalled . DigitalLearning Offline learning SelfLearning AdultLearning A
aregenerallysmall,individualsoftwarethatcanbe Mobile
66 Internet Spreadsheet TVShows C
downloded from playstore or appstore. Applications
Introduction to
mobileapplications WhichamongthefollowingisnotanOnlinepayment application? Banking
67 GooglePay BHIMUPI Instagram D
Applications
isawidelyusedapptofindroutesfromoneplace to
68 Redbus GoogleMap Trek Makemytrip B
another.
InanAndroidphones,appscanbedownloadedthroughthe
69 PlayStore BHIMUPI Webpage GooglePay A
.
Passcode Verifiedphone SocialMedia
70 Bankingtransactionsareonlypossiblebetween . EMailaccounts C
verifyers numbers accounts
SimpleMobile isanimagethatcanbescannedinstantlythat
71 QRCode Photos Codereader Encrypter A
Applications tranlsates the information into human readable form.
Requesting
ScanandPay Sendingmoney
WhichamongthefollowingcannotbedonethroughBHIM UPI? money from Chatwithall
72 using QR tootherverified D
otherverified yourfriends
Codes user
user
73 Whatistheminimumagetoregisterasanapprentice? 10 14 18 21 B
MSME(Ministry
Thelargestgovernmentagencythathelpssmall Ministryof Entrepreneurshi of Micro, Small Financial
74 C
entrepreneurs is the . defence p Unit & Medium Agencies
Enterprises
www.ITIapprenti www.apprentice
istheofficialwebsitetoapplyforthe www.skilltraining www.msme.
75 ceshi p.gov.in shipi ndia.gov.in C
apprenticeship training. .com com

Exploring popular Technical

Whichofthefollowingdocumentisnotrequiredasasoft copy Bloodgroup
siteforlearningand 76 education AadharCard BankPassbook D
while applying for apprenticeship? certificate
career growth certificates
tabisusedbyITIstudentstoregisterfor Thirdparty Candidate
77 ITIregistration Establishment B
apprenticeship using the official website. aggregator registration
Whichamongthefollowingisnotprovidedinbharatskill portal? ITIExam
78 QuestionBank CourseVideos StudyMaterials D
Results
www.naukri. www.skilltraining www.bharatskills www.msme.
79 Whichamongthefollowingisajobsearchwebsite? A
com .com .com com
 JobSearch Self
80 isagroupactivitytolearnaboutjobopportunities. Apprentice Onjobtraining B
hackathon Employment
 EMPLOYABILITYSKILLS- ENTREPRENUERSHIP |QUESTIONBANK 2022
Correct
LESSONNAME QNO QUESTION OPTIONA OPTIONB OPTIONC OPTIOND
Answer
1 Therecipeforsuccessincludes Self-Awareness&Self-Belief Independence Grit AlloftheAbove D
2 Indiaisa country underdeveloped Developed Developing None oftheAbove C
As per"The Stateof EmploymentReport inIndia’of2010, womenare paid
3 Equalto Morethan Lessthan None oftheAbove C
menforsamework
An isaself-
4 Wage-employed un-employed Entrepreneur Noneoftheabove C
employedpersonwhoisalwaystryingtomake his/her business better by
taking risks and trying new ideas
IntroductiontoEntrepr
eneurship 5 What does a person need tosucceed in Entreprenuership ? Money Power Politics Mindset D
A
6 SelfEmployed wageemployed Entrepreneur Noneoftheabove B
personissomeonewhoworksforaperson/organization and
gets paid for that work
istheactofsettingupandrunningabusiness,takingonrisks
7 Entrepreneurship wageemployement BothA&B Noneoftheabove A
in the hope of profit.
Brazil,Russia,Indonesia Belgium,Russia,Indon Brazil,Russia,India,
Brazil,Russia,India,ChinaandS
8 ExpansionofBRICS is ,ChinaandSouthAfrica esia,ChinaandSouthAf ChinaandSwizerlan A
outhAfrica
rica d
9 Whichoftheseisaqualityofanentrepreneur? Hardworking Creative Risktaker AlloftheAbove D
10 Whatdoes'S'inSWOTstandfor? Strength Support Supervise Sincere A
BeingEntrepren 11 Whatdoes'W'inSWOTstandfor? Winner Weakness Worry Warning B
eurial
12 Whatdoes'O'inSWOTstandfor? Opportunity Opponent Observer Outstanding A
13 Whatdoes'T'inSWOTstandfor? Time Threat Target Technology B

14 Anentrepreneurshouldnottakeanyrisks TRUE FALSE B

MyBusinessIdea
FirstMovingConsumerG FastMakingCustome FastMovingConsu
15 WhatisthefullformofFMCG? FirstMovingCustomerGoods D
oods rGoods merGoods
Byadvertisingonn ByobservationandMes Bytalkingtotheman
16 Bestwaytoidentifycustomersneedsis Through3rd person D
ewspaper sage dsurvey
Whicharetheimportantelementstorememberwhiledoingacustomersurvey? Listen,observe&talk
17 TalkandTalkMore Writeandread Listen and listen D

18 WhatisthefullformofGST? GoodandSalesTax Goods andServiceTax GreatService Tax Great SalesTax B

19 GoodsandServiceTaxes(GST)Billwasimplementedin . 2017 2019 2020 2018 A
A istheprocessofgathering
20 Survey CaseStudy BothA&B Noneoftheabove A
datafrompeopleaboutcertaintopicsbyinteractingwiththem
MaptheMarket-Part1
&2 Micro,SmallandMediumE MinistryofSmalland MinistryofSmalland Micro, Small
21 What is theexpansion of 'MSME'? A
nterprises MediumEnterprises microEnterprises andModelEnterpris
es
SeniorCitizenandW
Standup India supports entrepreneurship among and MinorityandSC/ Senior Citizen
22 womenandSC/STCommunities omenCommunities A
communities STCommunities andSC/STCommunitie
s
Howmuchbankloan"TheStandupIndia"schemesoffersforsettingupnewenterpri
23 50lakh-1croce 1lakh-10lakh 1lakh-50 lakh 10lakh-1croce D
ses outside of the farming sector?
entrepreneurship,employmenta Populationinthec
24 MSMEs-encourages Schooleducation Noneoftheabove A
nd livelihood opportunities ountry
Speak to at least
Gopreparedwiththequestionsth SpeakPolitely&d
25 WhichistheGoodmethodtointeractwithcustomerforsurvey? 20peopletogetreliabl Alloftheabove D
at you want to ask. eeply
edata.
Competitor&Technology Funds&Govt
26 Whichistheimportantscaletoimprovebusinessideas? Customer Alloftheabove D
Schemes
NationalInstituteofCorru Need,Interest,Conce News,Interest,
27 Thefullformof'NIC'is . Net, Interest,Cost C
OverallMarketAnalysis ption rn Communication
UniqueValue UniqueValue
28 Whatisthefullformof'UVP'? UtiliseValueProduct UnderValuePrice B
Proposition Price
 Feedbackmeans Thingspeoplelikeabo Thingspeopledonotli
29 Suggestion forimprovement Alloftheabove D
ut the idea ke about the idea
30 What does 'S' inSMARTstand for? Specific Success Strength Smart A
31 What does 'M' in SMARTstandfor? Money Management Measurable Market C
Businessplanning 32 What does 'A' inSMARTstand for? Action Achievable Ambitious Awareness B
33 Whatdoes'R'inSMARTstandfor? Realistic Retail Recycle Responsibility A
34 What does 'T' inSMARTstand for? Threat Timely Trust Talent B
35 The4Psofagoodsalespitchare:promise,picture,pitchand ? Product Proof Price Public B
Showingthecustomerthatyourproductactuallyworksanddoeswhatitsays,
PitchingformyBusines 36 Picture Power Product Proof D
is called in a sales pitch.
s
Your final selling statement – one thatwill ensure the sale is calleda
37 Product Pitch Picture Proof B
.
38 The amountcollectedbysellingaproduct orserviceiscalledsales. True False A
Themethodsoftrackingourmoneythatwillhelpmanageourfinancesiscalled
39 Acountancy MoneyManagement Income SavingofMoney B
.
40 ManagingMoneyhelpsusdetermineourprofitsandlosses. True False A
41 canbeaccountedforasbusinessexpenses. Rent Equipment Labourcharges Alloftheabove D
42 Money Management can help us understand and keep track of: moneyavailable expenditureincurred incomegenerated Alloftheabove D
43 WhichofthefollowingisnotapartofMoneyManagement? Manufacturing Loss Cashavaliable Profit A
Accounting Sheetalhasaclothingretailbusiness.ShespendsatotalofRs.3000for20tops.
44 Loss Profit B
She sells 20 tops for Rs.4500. Sheetal has made a ?
45 WhatisthefullformofCOGS? CostofGoodsSold CareofGoodSale CareofGoodsale CostofGoodsale A
Total purchases –
Moneyremaining+sal Openingbalance–
46 The formula for COGS is TotalSales-COGS inventoryattheendofth C
es expenses
emonth
Monetaryvalueofunsol Amountspentonpay
47 InventoryValueis Total Sales MoneyRemaining C
dproducts ingrent
Thetechniqueswhichoneappliestopromotegoodsorservicesandincre
48 MarketingTechniques MoneyManagement Productpitching CustomerService A
ase sales is called
SocialMediapageprom
49 Whichofthefollowingaremethodsofmarketing? WordofMouth Schemes&Discount Alloftheabove D
otion
SponsoringlocaleventslikecricketmatchesorDiwalicelebrationsisamarketingm
50 True False A
ethod.
Shilpaisgoingdoortodoorsellinghandicrafts.Thisisanexampleof
51 Online Offline Mass None B
marketing.
Marketing Reenasellsherproductincreativepackagingthatcustomerslike.Thisisamarketin
52 True False A
gmethod.
Instagramaccountforbus 20%Discountonpro
53 WhichoftheseisnotaMarketingmethod? Wordofmouth Payingrent C
iness ducts
AnithastartedaTikTokaccountfor hercrafts business.Sheused
54 OnlineMarketing Poster Tagline Networking A
marketingstrategy
30% discount
55 Whichoftheseisnotonlinemarketing? FacebookPost BusinessWebsite InstagramStory D
onyourfirststorevis
it
Whilecarryingoutbusiness,doingthemorallyrightthingisconsideredas
56 consumerlaw businessethics decisionmaking businessstrategy B
.
Discipline, Honesty, Accountability and
57 Respect Kindness Power Money A
arethecorevalueswhiletalking to customers.
Beingresponsibleforyouractionstowardscustomersisknownas
58 Accountability Discipline Marketing Respect A
.
EthicalBusiness
59 Businessethicsareforcustomersonly. True False B
Practice Anentreprenuershouldensurethattheproductsandservicesshouldnotharm the
60 True False A
customer.
Treatingeveryonefairly
,fromcustomersto co-
61 Whichoftheseareethicsforbusiness? RespectingConsumerRights Sayingnotobribes Alloftheabove D
workers toemployees

Whoserightisthis?Therighttobeprotectedagainstthemarketingofgoodsand
62 consumer business child citizen A
services that are hamrful to life and property.
When youtellabusinessstory,thefollowingstepsshoulebefollowed:
a.
63 b. yourstruggles customer family introduction friends C
c. how you solved problems
VisionBoarding d. closing
A describeswhatacompanydesirestoachievein
64 Ethical practice Marketingstrategy Businessstrategy vision statement D
the long-run.
65 Themostcriticalpartofyourbusinesssuccessstoryisyour Introduction Challenges Supporters Alloftheabove D
 EMPLOYABILITYSKILLS-MAINTAININGEFFICIENCY|QUESTIONBANK2022
Correct
LESSONNAME QNO QUESTION OPTIONA OPTIONB OPTIONC OPTIOND
Answer
Aworkerhelpsbringthebestoutputbyusingtheavailableresources.Such a
1 Ineffective Productive Bad Selfish B
worker is called
2 Who gets thebenefit ofincreased productivity? Government consumer/worker Bussiness alloftheabove D
Effiencyinthe Followssafetyprocedur
3 Onecanbeefficientattheworkplace,ifhe/she Ispunctual Followsrules Alloftheabove D
workplace es
Proper storage and
UseofappropriateP
4 Safetyincludes Properhousekeeping handlingoftoolsand Alloftheabove D
PE
equipment
5 Growth of an organization, is growth of Aneconomy Apoliticalparty Alabourunion Noneoftheabove A
Increase in the
Increaseinthe Increaseinsizeof
6 Theeconomicgrowthofacountryis productionofgoods Noneoftheabove B
population families
andservices
Expansionoftradeunion Teamworkandcollabor Becominga
Growth 7 Work becomes more efficient with Populationgrowth C
s ation developedcountry
GrossDomesticProduct GoodDomesticProdu GreatDomesticProduct
8 ExpansionofGDP Noneoftheabove A
ct
Economicgrowthismeasuredbytheincreaseinacountry’stotaloutputor real Increaseinthe GrossDomesticProd Expansionoftradeunio
9 Apoliticalparty B
population uct ns
Theprocessoftransformingourselvesforabetterphysical,social,
10 Unionmember Goodworking Personalgrowth Noneoftheabove C
intellectual state is called
Beclosetopolitical
11 The effort takento learn newskills and technologies,helps to Growinourprofession Becomeaunionleader Noneoftheabove A
leaders
Collaboratewithotherem
12 Teamworkhelpsto Learnfrompeers Be efficient at work Alloftheabove D
ployees
PersonalGrowth Makingmachinesdo
13 Pomodoroisatechniquethatcanbeusedfor Workinginteams Mechanicaljobs Timemanagement C
thework
14 Pomodoro is the Italian word for Tomato Potato Brinjal Onion A
15 HowmanystagesarethereinPersonalGrowth Two Three Four Five D
Transformingourselvesforabetterphysical,emotional,intellectual,social
16 Company'sGrowth PersonalGrowth EconomicGrowth Noneoftheabove B
and financial state is
Becomesatisfiedwith
Stay updated with Usemanually
17 As organizations grow, they need to theexisting Noneoftheabove B
changingtechnologies operatedtechnology
technologies
BestPractices Conductsafety
Buyhigh- Trainemployeesperiodic
relevantfor 18 Astechnologychanges,organizationsneedto................... trainingfor Alloftheabove D
endmachinery ally
Industry employees
Involvingemployeesin
givingmemoforevery communicationwithem offeringemployeeleav
19 Identifywhichisnotagoodpracticepeoplemanagement the development of B
mistake ployees e
business
FactorsAffecting Once theproblemshavebeen
Productivity– 20 identified,weneedtobreakthemdownintosimplerelementsbecasuewe can change identify criticize remove B
Identificationof thesolutions.
Problems–Case Aquestionnaire
21 Fillingoutaformbyansweringquestionsisapartof..................... Accounting Costing Exam D
Study1 survey
FactorsAffecting
22 Thechallengesfacedbymigrantworkersare........................anyotherworkers muchmorethan sameas not as importantas alloftheabove A
Productivity–
Identificationof
Problems–Case 23 Oneofthekeyreasonsidentifiedasaffectingmigrantlabourersmostis Lackofliteracy Badhabits Laziness Forminggroups A
Study2
Itistheresponsibilityofthe...............................toprovide water, power and
24 Government Employees Management Noneoftheabove C
otherbasicfacilitiestotheworkforce
FactorsAffecting aformalinductionprogra asafetytraining
Productivity– 25 When workersaremigrating,companiesshouldconduct aculturalprogramme aninformal meeting A
mme programme
Solutions
ishelpfulforcollectingemployeefeedbackand
26 Employersurveys Employeesurveys Productsurveys Processsurveys B
understandingthem.
Lackofproductivityisaseriousthreattoanysociety.Itiscausedbywaste of
27 Time Resources Investments Alloftheabove D

ImpactofLackof When a company is not productive, it has a effectonits

28 Negative Positive Neutral moderate A
Productivity employees and society.
29 Irresponsibleemployeesofanycompanycreate Losstothecompany Affectthe environment Wasteresources Alloftheabove D
30 Lowproductivityleadsto.................. lowemployment lowinvestment lowsaving Alloftheabove D
31 Maintainingandimprovingproductivityisa.................................process Quick Temporary Continuous Onetime C
Tipsfor bothanindividual’s&o
32 Efficientproductivityimprovementtechniquesensure..................... Individual’sgrowth organization’sgrowth none C
MaintainingandImp rganization’sgrowth
rovingEfficiencyatt Whatarethecharacteristicsofworkerswhofocusonproductivity improvement?
33 Teamwork Vision Goals Alloftheabove D
heWorkplace
Bothmeasurement
34 Productivityisthe........................ofproduction systems Measurement Efficiency Noneoftheabove C
andefficiency
 EMPLOYABILITYSKILLS-OSHEE|QUESTIONBANK2022
Correct
LESSONNAME QNO QUESTION OPTIONA OPTIONB OPTIONC OPTIOND
Answer
Protection from accident, danger, risk, hazard or damage Occupational
1 Occupationalsafety Anticipation Workpreservation A
iscalledas Problems
increases the quality improvesproductivi reducesabsentee
Occupationalsafety 2 Safetyofemployeesisimportantbecause- Alloftheabove D
ofproducts ty ism
& hygiene
3 LoudNoiseis typeofoccupationalhazard physical biological chemical ergonomic A
Workplacesafetyincludesprotectionoftheworkersagainst
4 weather chemicals dust alloftheabove D

When a fire emergency occurs, people have to be

5 lockedin removedfrom movedinto noneoftheabove B

theworkplace.
ProfessionalProt
PersonalProtectiveEquip PersonalProductiveEq ProfessionalProductive
6 PPEstandsfor ectiveEquipment A
PersonalProtective ment uipment Equipment
equipment (PPE)
7 PPE includes safety helmets gloves safety glasses alloftheabove D
protecthandsfromcuts,burnsorharmful
8 Goggles Gloves Ear plugs Helmets B
liquids
9 --------are isusedforeyeprotection goggles gloves helmet earplug A
10 Ear plugsprotect earsfrom LoudNoise music chemicals noneoftheabove A
An accident or injury that can happen in the workplace Occupationalpre
11 Occupationalwork OccupationalHazard Noneoftheabove B
iscalled caution
hotorsharpsurfa
12 Hygiene-relatedhazardsarecausedbythe contaminationofhands falls noneoftheabove A
ces
13 isanexampleforflammableorexplosivesubstances Gascylinders Chemicals flammablegas Alltheabove D
Septic tanks, mines, manholes, storage towers,
14 openspaces confinedspaces safespaces noneoftheabove B
Occupational
vessels,tunnels, etc. are called as
Hazards The help given to a sick or injured person until medical help
15 Loan FirstAid Attention Noneoftheabove B
isavailable is known as
While giving first-aid for burns, which one of the coolorlukewarmrunnin
16 ointmentandcream icedwater Botha&b C
followingshould be avoided? gwater
17 Hazardsare caused by ? people equipment environment alloftheabove D
cause injury to workers when an object, piece BiologicalHaz
18 PhysicalHazards ChemicalHazards Psychological Hazards A
ofequipment or material comes in contact with the worker. ards
Fire, uneven surfaces, working at heights, BiologicalHaz
19 PhysicalHazards ChemicalHazards Psychological Hazards A
unprotectedelectrical equipment can cause ards
hazards?
Hazards due to the toxic properties of chemicals are
20 PhysicalHazards ChemicalHazards BiologicalHazard Psychological Hazards B
classifiedas
21 Chemicalhazardscanbecausedby Inflammablesubstances corrosivesubstances oxidizingsubstan Alloftheabove D

Classificationof
Bacteria and viruses, fungi, insect or animal bites,
22 PhysicalHazards ChemicalHazards BiologicalHazard Psychological Hazards C
poisonousplants, animal waste, human- waste, can cause
?
hazards Biological hazards can arise due to organisms or
23 TRUE FALSE A
substancesproduced by other harmful organisms
Extreme pressure at workplace, conflicts at
24 PhysicalHazards ChemicalHazards BiologicalHazard Psychological Hazards D
workplace,harassment, can cause ?
reducesriskofinjury,improves
25 Ergonomics Psychology Economics Ethics A
performance and increases productivity.
Maintainingacomfortableenvironmentwithgoodlighting,right
26 Economics ethics ergonomics noneoftheabove C
temperature,lessnoiseandvibrationisanexampleof ?
maintaining erect providing
keepingfrequentlyused
positionofbackand mobilityand
Ergonomics 27 Ergonomicworkenvironmentiscreatedby: objects within easy Alltheabove D
neckwithshoulders change of
reach
relaxed posture
referstoanychronicailmentthathappensas a Occupational
28 Occupationaldiseases Occupationalsafety Noneoftheabove A
result of work or occupational activity. hazard
Overexposuretopollution,chemicals,smokecan
Occupational 29 Lungcancer Hearingloss Anthrax Noneoftheabove A
cause
diseases
30 LoudNoiseintheworkatmospherecancause? Lungcancer HearingLoss Jaundice Noneoftheabove B
areusedtoprotectboththeuserandthe
31 machines Machineguards Machinery PPE Noneoftheabove A
allowing smooth
Protectingthemachine functioning and Preventingthe
32 MachineGuardhelpsin Alloftheabove D
Machineguards- and the operator maintenanceofthe Accidents
Types machine
Inordertocutoffpowerautomatically,whichofthefollowing guards
33 Lockguard Interlockguard Locklessguard fencing B
is used?
boththepresent
Environmental Onlythepresent onlythefuture
34 Theresponsibleusageofenvironmentbenefits and the future noneoftheabove C
education population generations
generations
Ozonedepletionisthedisturbancecausedinthe
35 inner middle outer core C
layersoftheatmosphere.
Inordertopreserveourenvironment,weneedtominimisethe use of
36 plastics air sunlight noneoftheabove A
Pollution, Ozone
depletionandGlobal thermal
37 Excessiveuseofpesticidesandfertilizersleadsto airpollution soilpollution noneoftheabove B
warming pollution
Whenwefollow3Rsmethodinourday-to-daypersonaland manmade
38 Naturalresources humanresources financialresources A
professional life, we can control the use of resources
Biological
39 Substanceswhichcanbedecomposedordestroyedarecalled Nonbiodegradable biodegradable chemical B
Hazards
Preventing
The3Rmethodwhichisusedtopreserveenvironment
environmental 40 Reduce Recycle Reuse Alloftheabove D
includes
pollution-3Rs
 EMPLOYABILITYSKILLS-ESSENTIALSKILLS|QUESTIONBANK2022
Correct
LESSONNAME QNO QUESTION OPTIONA OPTIONB OPTIONC OPTIOND
Answer
Having a clear idea of our personality including
1 strengths,weaknesses,thoughts,beliefs,motivation, Belief SelfAwareness Myth Threat B
values etc is called
Self-Awareness-1 Marksscoredin
2 Whichofthefollowingdoesnotconstituteyouridentity? Opinions Values Likes D
an exam
3 Background refersto aperson’s experiences training education. Alloftheabove D
aretheabilitiesandqualitiesyouhaveasa Personal Personal
4 Opportunities Threats A
person that helps you grow well in life and career. Strengths weaknesses
arethequalitiesthatareconsidered Personal Personal
5 Opportunities Threats B
negative, and need to be worked on. Strengths weaknesses
Self-Awareness-2 Whichofthefollowingisanexampleofpersonal
6 Confidence Beinglazy Hardworking Active B
weakness
Fixed-termand
Goodandbad Long-term and Richandpoor goals
7 Goalsareof2types: non-fixedterm B
goals short-termgoals
goals
Feeling of
Feelingof
8 Whatisstress? Feelingofjoy Feelingofdelight frustration / D
surprise
disappointment
Itpreventsyou Does not lead to Makes you
It makes you
10 Whichoftheseisasignofgoodstress? from pursuing long-termtension, physicallyillor C
doubtyourself.
your goals. loss of sleep. causes pain.
StressManagement Longcommute
Pressure to Conflictamong
11 Whichofthesecanbeacauseofstress? from home to Alloftheabove D
performinexams. friends.
work.
Makes you doubt
Prevents you Makes you feel
your ability to
12 Whichoftheseisasignofbadstress? frompursuing physicallyillorin Alloftheabove D
performatagiven
your goals. pain.
task.
Spendinglong
An activitythat stops orreduces stress is called astress
hoursthinking Goingtobedon
13 buster. Which ofthe following according to you is not a Listeningtomusic. Gardening A
about the time.
stress buster?
problem.
StressManagement It is the word
It is the It is about It is the ability to
-Tools usedtodescribe
14 Whatismindfulness? technique of not sharpeningyour be fully present in C
people who are
mindinganything. brain. a moment.
fullofthoughts.
Stresscanbe Stresscannotbe Stress can not be
15 Which ofthefollowing istrue about stress ? Alloftheabove A
managed controlled decreased
Tothinkdeeply Toreportthe
Whichoftheseisanessentialstepintheproblem solving Tofollowyour Togatherand
16 about the problemtoa C
process? instinct analyze data
problem higher-up
ProblemsSolving The more
Weneedtopursue a It is not
Onlyexpertscan problems you
course to even importantto
17 Whichofthefollowingstatementsistrue solve any solve,thebetter B
solve a simple solve any
problem you will get at
problem problem
problemsolving!
Whichoftheseshouldbeconsideredwhilemaking Thechoicesof Therulesofyour Yourpersonal
18 Yourmood D
decisions? your friends community priorities.
Strength
SpecialWellness
Speak Work Strong World Weakness
19 WhichoftheseisthefullformofSWOT? Organization D
OpenlyTogether OlympicTeam Opportunity
Decisionsand Theme
Threat
Negotiations
If someone is impulsive, it means that they act on no negotiation
Noneofthe above
20 instinct,withoutthinkingwellabouttheirdecisions. and wisenegotiation Win A
Impulsive decisions may lead to disappointment.
Decisionsbased onyourpersonalpriorities leadto Noneofthe above
21 nonegotiation wisenegotiation disappointment B
istheprocessoforganizingandplanninghow to Time Stress Money Noneofthe above
22 A
divide your time between specific activities. Management Management Management
Itwillhelptoget Youwillbeableto
Good time
moredoneinless meet deadlines
Whichofthefollowingstatement(s)istrueabouttime management
23 time, even when anddeliverquality Alloftheabove D
management? enablesyouto
there is time products or
TimeManagement worksmarter.
constraint services.
Managing time
ThePomodorotechniqueisasystemthatencourages people Toexpress
and staying Makeusbuilda
24 to work with the time they have. So, what is Pomodoro Cuttingtomatoes respectfor B
focusedonone habit.
technique used for? elders.
taskforlonger.
25 Howmanydaysdoesittaketoformahabit? 10 14 21 7 C
referstotheprocessesofbudgeting,saving, Money Stress Noneofthe above
26 TimeManagement A
investing and spending our resources well. Management Management
27 Anexampleofdesiresis Booksandpen Anexpensive bike Mobilerecharge Uniform B
MoneyManagement Whenspendingmoney,lastpriorityshouldbegivento
28 Wants Needs Desires Alloftheabove C
The3stagesofMoneyManagementareSaving,Investing and
29 Expenditure Spending Income Alloftheabove A
Thisintentiontomoveoutofone’splacetoanotherfor better
30 Mitigation Litigation Migration Irrigation C
jobs is called .
Our familiar
It is a place It is a place Aplacedesigned
lifestyle and
31 Whatisacomfort zone? wherewegoto wherechildren in airport for C
behaviourisour
sleep. live. resting.
comfort zone.
Somecitieshave
Salary in metro
All jobs are more Onlyafewcities
Migratingfor cities is always
32 Whichofthesestatementsis true? availableinall opportunities have job B
Opportunities- higherthansmall
cities. than others for opportunities.
Should do it? towns
certain job roles.
 Weshouldthink
about the We should think
Weshouldthink difference We should think abouthowmuch
Whichoftheseshouldbetakenintoaccountwhile
33 about our food between our aboutthelanguage we will miss the B
moving to a new city for work?
preferences. salary and differences. comfort of our
expected home.
expenses.
Whichoftheseexpensesareincurredwhenwemoveto a Buyingnew Rent of an
34 Buyingbooks Buyingshoes D
new city? clothes accomodation
Push back our
seat without Be polite to Follow the
Migratingfor Whichamongthesearenotgoodmannerswhile Speak in a low
35 checkingwiththe fellowpassengers instructionsofthe A
Opportunities-Best travelling by public transport? voice.
person on the and staff. cabin manager.
Practices back seat
Personal
Whichofthesedocumentsarenotcompulsorilyrequired for
36 Passport Visa identification(eg. ElectricityBill D
international travel?
Aadhaar Card)
 EMPLOYABILITY SKILLS-LABOURLAWS|QUESTIONBANK2022
Correct
LESSONNAME QNO QUESTION OPTIONA OPTIONB OPTIONC OPTIOND
Answer
To safeguard the workforce, many labour and industrial
1 Employer Employee Government Customer C
laws have been established by
Toprotectthe
Factoriesactensurestoregulatetheworkingconditions health Toprovide To force
Noneofthe
2 ofworkersinthefactory.Whichmaybeanobjectiveof condition of higher workersdo A
above
LabourWelfare: Factories Act? workers in education overtime
BenefitsGuaranteed factories
under Various Acts To ensure
To safeguard
that workers
Toexploitthe To recruit theworkforce
3 WhyarelabourlawsestablisedbyGovernment? come to C
workers workersfastly from
workplace on
exploitation
time.
4 Whichofthefollowingisnotapartofemployeerights? Promotions Safety Bonus Entertainment D
The minimum age qualification for apprenticeship
5 18years 14years 21years 15years B
training is
EmployeesState Thestipendsofapprenticeshipsarebasedon Educational
InsuranceAct, 6 Gender Caste Religion C
qualifications
ApprenticesAct
WhoallarecoveredunderEmployeesStateInsurance Act? Casual Temporary Contract Allofthe
7 D
employees employees employees above
Stipends are provided based on the
8 educational qualifications and the nature ofthe Yearly Weekly Monthly Daily C
industry.
is defined as remuneration bywayofsalary,
Payment of Wages 9 Pay Wage Honorarium Money B
allowance or payment for the work done.
Act, Employees
Employees Employer Employees Employer
ProvidentFundAct Theemployers’contributiontowardsEPFisensured
10 Provident Permanent Provisional Provisional A
through the
Fund Act Fund Act Fund Act Fund Act
One problem regarding wages in the Indian social Genderpay domestic
11 Profit tax A
system is the in India. gap violence
Preventionof Preventionof Provisionof Provisionof
12 Expansionof POSHis Social Sexual Sexual Social B
Harassment Harassment Harassment Harassment
Reduces the Endangersthe Weakens
SexualHarassmentisahazardencounteredin Allofthe
13 quality of well-being of gender D
Workmen’s workplaces across the world that above
working life women equality
CompensationAct,
Unwelcome Vulgar and
POSH AccordingtothePOSHAct,‘sexualharassment’includes Unwelcome allofthe
14 sexuallytinted unnecessary D
touching above
behaviour comments
 Workmenand
TheWorkmen’sCompensationActprovidesforpayment of Dependents Noneofthe
15 their Workmenonly A
compensation to . only above
dependents
Those who
Thefirststepinestablishingsocialjusticeistoprotect
16 TheRich Employer Customer can'tprotect D
themselves
Interpreting International International
Applicable labour In attaining international uniformity has IndianLabour International
17 Labourer Labour C
andindustriallaws played an important part. Organization LabourOrgan
Organization Organization
Labourlawshelptheemployeestoimprovetheirsocial
18 Workinghours Morale Profits Losses B
status by boosting the
 EMPLOYABILITYSKILLS-QUALITYMANAGEMENT|QUESTIONBANK2022
Correct
LESSONNAME QNO QUESTION OPTIONA OPTIONB OPTIONC OPTIOND
Answer
1 Qualityisallaboutproducingproductswithout Price Design Defects standard C
Quality circle are usually
TotalQualityManage 2 Large Small Different Similar B
ment&QualityCircle andledbyasuperviser/senior.
3 QualityCircleshelpemployeesworkinteamtowards Acommongoal Differentgoals Solvingdifferentproblems increasedprofit A
QualityManagementsystemhelpsanorganizationtosatisfythe
4 Customers Employees Employers Managers A
needs of its
5 Plan-Do-Check-Act Plan-direct-check-Act Plan-Define-Check-Act Plan-Deny-Check-Act A
isatoolusedforproblemsolvinganddecisionmaking. It has 4
stages.
6 PDCAmodel has noofstages. Fourstage Twostage Onestage FiveStage A
PDCA & Thecommongoalofqualitymanagementsystemisund
QualityManagementsy 7 Emotions Health Income Needs D
erstanding customers'
stem
8 AQualityManagementsystemisa................approach. welldefined Difficult Complicated None A
Total Quality Management helps to improve the quality of
9 alltheprocesseswithinanorganization.Italsoleadstocustomersat Focuson user Participationofworkers Continousimprovements Allofthe them D
isfaction. What are main features of TQM?
A“fishbone” diagram can help to identify possible causes
10 Cause&Effectdiagram Check&Effectdiagram Cause&EqualDiagram Check&EasyDiagram A
and effects of a problem. It is also called
11 ThebasicprincipleofKaizenis Changeisforgood Changeforthepeople Sellforthebetter Buyforthebetter A
Share,Small,Shine,Sustain,S Sort,Setinorder,Shine,St Shine,Sort,Small,ShareandSt Share,Shine,Standard,Sort
12 Whatisthecorrectstepsandorderof 5S? B
tandard andarize and Sustain andard and Sweep.
Thestepsofthe5Dmodelare:Definetheproblem,Discovertheroot
Fishbone,Kaizen,5D,5
cause(s),Developpossiblepermanentaction,Deliverthe solution
S Tounderstandabouttheproble
13 to prevent re-occurrence of Tosolveaproblem Tofind out possible solution Allof them D
m
theproblem.
Whatisthe5Dmodelusedfor?
14 Kaizenisusedtocreated Continuousdevelopment Problemsolving Solution None A
Kaizen brings
15 Smallandserious Smallandrare Continousandsmall Largeandcontinous C
improvementsinoverallprocessesto help organizations
succeed.
16 Standardization variationsinthewaywework. Reduces Increases Helps Promotes A
InternationalOrderforStandar International Organizers InternationalOrganizationalO InternationalOrganisationfo
17 ISOstandsfor D
dization forstandardizations rganisationforstabiization rStandardization
BISstandsforBureauofIndianStandards.IsBISanationalbody or NationalStandardbodyofI InternationalstandardBody
18 StandardbodyofIndia InternationalbodayofIndia A
Standardization international body? ndia of India
Standardizationmeansthatthesize,design,quality,shape,etc.,
19 of a product would meet requirement and tastes of Customers Employers Employees None A

20 ISOandBISare certificates standardization Indian Global good A

 EMPLOYABILITYSKILLS-PEPARATIONTOWORLDOFWORK|QUESTIONBANK2022
Correct
LESSONNAME QNO QUESTION OPTIONA OPTIONB OPTIONC OPTIOND
Answer
Goals
1 Whatisacareerjourneynotbasedon? Strength Homeaddress Qualifications C
&Aspirations
Ithasaclear
Itiswelldefined
startingpoint It includes Itisusually
Introductiontothe 2 Whatisthemeaningofcareerjourney? and has a fixed B
and ending multiplejobs short term
world of work title and salary
point
3 Careerisalifelongprocess True False A
Your
4 Whichofthisisapartofyourcareerdevelopment Yourabilities Yourinterests Alloftheabove D
determination
Ithelpstoenter Juniorinterior Itisastartingor
5 Whatisthemeaningofanentryleveljob? Securityguard C
the office designer junior level job
It is a It has
consolidationof Itconsistsofmy informations
Noneofthe
Careerawareness-1 6 Whatisacareercard/careerpathwayposter? information of a skills and about a A
above
particularcareer qualifications particular
in one place employer
Careerpathwayscanhelpyouinfindingyourwayamongthe
7 True False A
thousands of different occupations
MarketScanisaprocessbywhichwecanunderstandthe trends
8 True False A
and changes in the world of work.
Career
Whatarethedifferentsourcesofinformationstounderstanda Discussionwith
9 Newspaper guidance Alltheabove D
Careerawareness-2 career professionals
agencies
Market scan
All informations available on internet regarding careers are
10 True False B
reliable
Whichofthefollowingwebsitesarenotpopularforfinding jobs?
11 LinkedIn.com Sheroes.com Naukri.com Twitter.com D

exploring
identifying careers for makingacareer
12 Careerpathwayshelpusin Alloftheabove D
careerchoices similarskills& plan
interests
Careerplan-Interests 13 Apersoncannothavesameinterestandabilities True False B
and abilities Wecandevelopourabilitiesinaparticulararea,ifwehave interest in
14 True False A
it.
It helps to be
Whyisitimportanttoalignyourinterestsandabilitiestothe work Ithelpstoenjoy Ithelpstofeel Allofthe
15 really happy D
that you do? career more moresatisfied. above.
andsuccessful
 It helps us to
It helps us in stayontrackto
Itmakeslifea lot It'sdifficultto
16 ChooseastatementthatisnottrueofSMARTgoals building our achieve the B
easier understand
dreamcareer mostimportant
Settinggoalsfor career things in life
17 Whatdoes'M'standforinSMARTgoal Meaningful Memorable Measurable Manageable C
18
19
Adocument
Adocument Adocument
thatincludesall
about one’s usedtoprovide
imaginary Noneofthe
20 Aresumeis skills, abilities, anyinformation A
information above.
qualifications one likes to
about an
andexperience employers
individual
Resumewriting Informationlikedateofbirth,permanentaddressformapartof Career
21 Personaldetails Achievements Qualifications B
one’s in the resume. objectives
Writingvagueskillslikehardwork,friendlynature,honesty
22 True False A
etc.., in the resume is to be avoided
Afactuallywrittenresumeisyourfirstwayofintroductiontothe
23 True False A
employer
24 Choosecommonjobsearchengine/sfrombelow Naukri.com Timesjobs.com LinkedIn Alltheabove D
Check
Rahuldoubtsthatsomeofthejobpostinghereceivedfromhis employer's Ensurethejob Insist on an in-
25 friends,socialmediaetc..,arenotgenuine.Choosetheoptions website, description is personmeeting Alltheabove D
below to help Rahul identify the fake job postings. address,logo clear or interview
Applyingforjobs and mail ID
online
Jobroledescribesthespecifiedtypesoftasksonehasto perform in
26 True False A
the workplace
Job postings Job postings Jobpostings
27 Choosethesign/soffakejobpostings withemployer's withunclearjob withupdated Alloftheabove B
contactnumber description website
Interviewisawayfortheemployerandcandidatetogetto know
28 True False A
each other
For the interview process a candidate needs to prepare
Try-focus- Before-during- Meet-talk- Noneofthe
29 himself/herselfinthreestages.Choosethesethreestages B
succeed after listen above
from below options
Details about
Whenaninterviewerasksyoutotellmoreaboutyourselfyou can Detailsabout Yourinterest
30 your education Alloftheabove D
Interviewskills share your family andhobbies
andqualification
 Original &
photocopiesof
Ifyouhaveaninterviewtomorrow,whatarethenecessary Multiplecopies theeducational
31 IDproofs Alloftheabove D
documents you should carry of resume qualification
&experience
certificates.
 EMPLOYABILITYSKILLS-CUSTOMERINTERACTION|QUESTIONBANK2022
Correct
LESSONNAME Q NO QUESTION OPTIONA OPTIONB OPTIONC OPTIOND
Answer
Tomakethecustomerfeel
To give the customer Tomakethecustomer feel
welcome by making eye
1 Objectiveofgreetingacustomeris positive attention and welcome and important Alloftheabove D
contact, by smiling and
engageinconversation
greeting
Whataresomeoftheimportantpointsto Acknowledge customer's
FormsofGreeting 2 Makeeyecontact Smile Alloftheabove D
remember while greeting the customer? presence
3 Howshouldwegreetacustomer? Ignorethem Waitforthemtospeak Makethemfeelwelcome Noneoftheabove C
Youhavegreetedthecustomer.Choose which
4 of the following statements you should use What doyou want? HowmayIhelpyou? Whyhaveyoucome? Canyoucomelater B
to complete the greeting.
Buildingtrustsoyou
Toidentifycustomer's Tolearncustomer'spain Tointroduceyourselfwell
5 Probingquestionshelpsyou can receive honest A
specific needs point to the customer.
feedback.
Askthequestionswitha
Establish trust by
Probingtoidentify genuine focus on
Askeachcustomerthe Onlyaskrelevant questions focusing on
customerneeds 6 Whichofthefollowingisnot true? understanding your A
samesetofquestions. customerneedsand
customer in order to
notonyourproduct.
meet their needs
It is best to ask questionswhen
7 Open&closeended Rude Personal Sensitive A
asking questions.
Based on the information thatyou get
Properproduct Effectiveproblem
8 throughprobing,youwillbeinabetter Build friendship NoProgress A
suggestions solving
position to make
An open-ended question is onethat cannot
9 be answered with a simple yes or no and TRUE FALSE A
Probing-Ask,listen, often has no single right answer
repeattechnique Openendedquestionsstartwithwhichof the
10 What How why Alloftheabove D
following words?
Whichofthefollowingshouldbeavoided during
11 Interruptingthecustomer Listening carefully Repeating Summarizing A
probing?
Itisalsoimportanttopayattentionto
12 Friends Dreams Personalneeds Body language D
customer's when probing
isthelastandfinalstepthatwill
13 ensure that the customer pays for the Closingasale/service Greeting Probing Alloftheabove A
product or service.
Closingasaleor service Can I billthis item madam? ShallI billthis
14 Indirectclose DirectClose CloseendedQuestion Noneoftheabove B
service sir? This is an example for
If the customer is not buying your product Offer the customer
Compelthemtobuythe
15 orservice,tokeepthemhappywhichofthe alternativesorother Arguewiththecustomer Alloftheabove B
product/service
following things should be done: interesting offers
Reactionorresponsetoa
Speakingaboutsomeone
16 Whatis feedback? product sold or service Talking behind someone Alloftheabove A
without their knowledge
offered
Modifytheprocessor Meet customer
17 Feedback helps to Improvetheservice Alloftheabove D
system satisfactionbetter
CustomerFeedback Whatactionsshouldbetakenaftergetting to Ask,Categorize,Act,
18 Ask,Solve Ask,Act,Categorize Ask,Followup C
know customer suggestions/problems? Followup
19 Somewaystogettingfeedbackinclude Feedbackforms GoogleForms surveytools Alloftheabove D
 20 Customersexpect tobe Welcomedpolitely Paidattentionto givenImmediateattention Alloftheabove D
Improvefuture Makepeoplewrite
21 Feedback helpsto Getgoodjob Noneoftheabove A
performance suggestions
Theirexpectationsand Theydon'twantthe
22 Customershavegrievanceswhen Theywanttoberude Noneoftheabove A
needs are not meet product
If a customer has registered a complaint
Provide reasons &options
Handlinggrievances 23 againstyou,which ofthese steps should be Receivethecomplaint Investigate Alloftheabove D
for solving it
followed.
Forhandlingcustomergrievances,LEARN Listen,Empathise,Accept, Listen, Empathise, Listen, Example, Listen, Expert,
24 B
technique is: React, Now Apologize,React,Now Apologize,Receive,Now Admit,React,Now
Whencustomersaresatisfiedwiththe
25 service/product, they become Annoyedwith Strangersto Loyalto Noneoftheabove C
thebrand.
RelationshipBuilding Listeningtocustomerfeedbackand modifying Developanongoing Build long-term Become close to
withcustomers 26 services help to relationship with relationshipwith customersastheybecome Alloftheabove D
customers customers loyalcustomers
The4 stagesofgetting customers are Acquisition,Remember, Acquisition,Retention, Attention,Retention,
27 Attention,Retention,Sale C
Satisfaction,Loyalty Satisfaction,Loyalty Satisfaction,Loyalty