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Free Practice Questions for Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice

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Key Facts: Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice Exam

CRM Domestic Voice

CHSE Odisha +2 vocational IT/ITeS trade (Engineering & Technology area)

CHSE CLASS-XI-XII-VOC-CRM-Domestic-Voice.pdf; SAMS GVHSS trade list

SSC/Q2210

Qualification Pack reference for job role Domestic CRM Voice

VOC-ITV-IT-ITes-CRM-Domestic-Voice.pdf (PSSCIVE curriculum hosted by CHSE)

~80T + ~120P

SAMS trade framing: Trade Subject ~200 marks (Theory ~80, Practical ~120); confirm current scheme

SAMS Odisha Vocational Trade Subjects of GVHSSs

XI + XII units

Class 11: IT/ITeS, CRM training, outbound calls, FreeCRM, work management, safety; Class 12: ERP, procurement/BPO, learning

CHSE CRM Domestic Voice syllabus PDFs

CHSE Odisha

Council of Higher Secondary Education, Odisha administers AHSE / vocational examinations

chseodisha.nic.in

MCQ adaptation

This bank trains theory/service-judgment knowledge only—not practical replacement

OpenExamPrep study adaptation disclosure

CHSE Odisha +2 vocational IT/ITeS CRM Domestic Voice (SSC/Q2210): mixed theory ~80 + practical ~120 under SAMS trade framing (confirm circular). Covers BPO/CRM voice, outbound calls, FreeCRM, work management, safety, ERP, employability. Free 2026 MCQ bank is a theory/judgment study adaptation—not a practical skill-evidence replacement.

Sample Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice Practice Questions

Try these sample questions to review concepts for the Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice exam. Each question includes a detailed explanation. Start the interactive quiz above for the full 100+ question experience with AI tutoring.

1In the IT/ITeS sector, ITeS primarily stands for:
A.Internal Technical engineering Standards
B.International Trade electronic Systems
C.Integrated Telecom enterprise Software
D.Information Technology enabled Services
Explanation: ITeS means Information Technology enabled Services—business processes delivered using IT infrastructure (for example BPO voice and non-voice services). CHSE CRM Domestic Voice Unit 1 introduces the IT/ITeS industry as the sector context for the job role.
2Business Process Outsourcing (BPO) is best described as:
A.Printing government currency for a central bank
B.Banning all customer telephone contact permanently
C.Hiring an external organization to perform selected business processes
D.Building only physical factory machinery inside one campus
Explanation: BPO means contracting selected business processes (such as customer service, collections, or data entry) to a specialized external provider. Domestic CRM Voice work is a classic BPO voice process taught in CHSE Unit 1.
3Which contrast best matches Domestic BPO versus International BPO?
A.Domestic never uses telephones; international never uses computers
B.Domestic is always illegal; international is always free of rules
C.Domestic only does hardware repair; international only does farming
D.Domestic serves clients/customers mainly within the same country; international serves overseas clients/markets
Explanation: CHSE Unit 1 explicitly discusses the difference between Domestic and International BPO. Domestic processes primarily serve clients and customers inside the same country (for example India-to-India voice support), while international processes serve overseas clients/markets, often with different language, accent, and time-zone demands.
4An inbound call in a contact center is a call that:
A.Is always a silent automated test with no human on either end
B.Can only be made after midnight by the agent to a prospect
C.Is received by the agent because the customer initiated contact
D.Means the agent physically walks into the office building
Explanation: Inbound calls are customer-initiated contacts that agents answer (support, inquiry, complaint). Outbound calls are agent-initiated (tele-sales, collections, surveys). CHSE Unit 1 requires distinguishing inbound and outbound calls.
5KPO in the outsourcing landscape typically refers to:
A.Kitchen Pantry Operations for cafeteria staffing only
B.Keyboard Plastic Overlays used as dust covers
C.Kilometre Point Offset used only in road surveying
D.Knowledge Process Outsourcing involving higher-skill analytical work
Explanation: KPO is Knowledge Process Outsourcing—higher-skill, knowledge-intensive work (research, analytics, specialized judgment) beyond routine BPO transactions. CHSE Unit 1 lists KPO alongside HRO and LPO as related outsourcing concepts.
6HRO in IT/ITeS outsourcing contexts commonly stands for:
A.Hardware Router Output
B.Home Radio Operation
C.High-Risk Only authorization
D.Human Resource Outsourcing
Explanation: HRO is Human Resource Outsourcing—HR processes such as payroll support, recruitment process outsourcing, or HR helpdesk functions delivered as outsourced services. It is listed with KPO and LPO in the CHSE IT/ITeS introduction unit.
7LPO in the outsourcing family of services typically means:
A.Low-Power Operation for batteries
B.Local Packet Only networking
C.Legal Process Outsourcing
D.Library Public Opening hours
Explanation: LPO is Legal Process Outsourcing—legal support processes (document review, research support, contract administration tasks within allowed scope) delivered as outsourced work. CHSE Unit 1 asks learners to define KPO, HRO, and LPO together with BPO.
8Why is CRM Voice important for many IT/ITeS employers?
A.It permanently replaces all written contracts and product manufacturing
B.It guarantees that every customer will always buy immediately
C.It is a primary channel to resolve queries, sell/service products, and protect customer relationships at scale
D.It eliminates the need for any data privacy or identity checks
Explanation: CRM Voice associates handle high volumes of customer interactions that affect satisfaction, retention, revenue (sales/collections), and brand trust. CHSE learning outcomes stress the need and importance of CRM Voice and providing appropriate solutions through selected contact modes.
9Which process-flow idea best matches a typical CRM Voice interaction?
A.Authenticate/identify customer → understand need → resolve or route → document in CRM → close professionally
B.Ship a physical server to the customer before any greeting
C.Ignore identity → argue first → hang up without notes → delete the account
D.Wait for the customer to write source code before answering
Explanation: Standard CRM Voice process flow starts with greeting and identity verification against pre-registered data, then discovery of the need, resolution or correct routing, accurate CRM documentation, and a professional close. That sequence aligns with CHSE Unit 1 practical outcomes (verify identity, communicate by selected mode, provide solutions, keep services updated).
10Employment trends in India’s IT/ITeS industry are best characterized for learners as:
A.Jobs only in coal mining with no software or services
B.A permanent ban on English-language communication in business
C.Significant growth creating diverse roles including BPO voice and non-voice support jobs
D.Complete disappearance of all customer-service jobs worldwide
Explanation: CHSE Unit 1 covers growth of the IT sector in India, classification of the industry, and employment trends. IT/ITeS growth has created large numbers of roles in software, BPO voice/non-voice, and related support functions that CRM Domestic Voice students prepare for.

About the Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice Exam

Odisha CHSE Higher Secondary Vocational IT/ITeS — CRM Domestic Voice is the official +2 vocational trade subject listed in Council IT/ITeS CRM Domestic Voice syllabus PDFs and in SAMS/GVHSS Engineering & Technology trade listings. The job role (Domestic CRM Voice; Qualification Pack SSC/Q2210) is also known as Customer Service Associate, Customer Service Representative, Customer Care Executive, Customer Service Advisor, or Helpdesk Coordinator. Learners build underpinning knowledge for domestic voice BPO/CRM work: IT/ITeS industry structure and outsourcing, domestic vs international BPO, inbound and outbound processes, CRM Domestic Voice training and professional attributes, outbound customer interaction and telephone etiquette, FreeCRM-style CRM application use, work management and organizational policies/procedures, workplace safety and hazards, Class 12 ERP and procurement/BPO learning topics, and NSQF Employability Skills (communication, self-management, ICT, entrepreneurial, green skills). Official assessment is mixed theory and substantial practical/project/viva evidence. The free 100 MCQs on this page are an English-language multiple-choice study adaptation for theory and service judgment only—they are not a substitute for call-lab role-play, CRM tool practice, practical records, viva, project work, or the official written paper format.

Exam sponsor: Council of Higher Secondary Education, Odisha (CHSE Odisha). The requirements and fees below concern the certification or admission exam, separate from our free practice resources.

Assessment

Per CHSE Odisha vocational CRM Domestic Voice syllabus (CLASS-XI-XII-VOC-CRM-Domestic-Voice.pdf and VOC-ITV-IT-ITes-CRM-Domestic-Voice.pdf) and SAMS GVHSS trade listing: the trade subject is framed at about 200 marks with Theory about 80 and Practical about 120 (confirm current scheme for your registration year). Class 11 vocational skill units include Introduction to IT/ITeS Industry, Training of CRM Domestic Voice, Make Outbound Calls / customer interaction, CRM application (Free CRM), Work Management, and Workplace Safety & Hazards, plus Employability Skills (communication, self-management, basic ICT, entrepreneurial, green skills). Class 12 vocational skill units include Fundamentals of ERP, Basics of Procurement Policy and BPOs, and Requirements of Learning, with continued employability skills and supporting IT/project components. Practical work includes role-play customer interaction, FreeCRM-style application exercises, work-management scenarios, safety drills, field visits, practical examination, written practical test elements, viva, and project/portfolio evidence under the PSSCIVE-style assessment framing hosted by CHSE. The 100 questions here are an English-language MCQ study adaptation for theory and service-judgment only—they do not replace hands-on call practice, CRM tool use, records, viva, or project evidence.

Time Limit

About 2.00 hours per typical 40-mark theory paper and about 3.00 hours per typical 60-mark practical under common CHSE vocational duration tables (confirm the AHSE / college practical schedule for your sitting).

Passing Score

Confirm the current CHSE vocational / AHSE result circular for separate theory and practical minima and overall trade pass rules for your registration year. Do not rely on unofficial fixed percentage quotes.

Exam / Certification Fees

Included in the CHSE Higher Secondary / vocational examination form-fill-up fee as notified by the Council; see official fee notifications on chseodisha.nic.in for the examination year and candidate category.

Exam sponsor website

Fees, eligibility, and exam policies can change. Confirm them with the exam sponsor before applying or paying.

Our practice resources: topics covered

We aim to reflect publicly available exam outlines and topic information in our study resources. Coverage, format, and difficulty may differ from the actual exam, and we cannot guarantee that every detail is accurate or current. Confirm exam requirements, fees, and policies with the official exam sponsor.

12%

IT/ITeS Industry & BPO Fundamentals

Growth of the IT sector in India, classification of the IT industry, outsourcing sectors, BPO, domestic vs international BPO, inbound and outbound calls, and definitions of KPO, HRO, and LPO.

10%

CRM Domestic Voice Training & Professional Attributes

Purpose of the training program, roles and responsibilities of a CRM Domestic Voice associate, personal attributes, professional skills, products/services knowledge, recording complaints, and receiving feedback.

18%

Outbound Calls & Customer Interaction

First impressions, introductions for inbound/tele-selling/collection calls, meeting and greeting, compliments, call flow/routing, information security, call-center metrics, telephone etiquette, tele-sales qualities and challenges, up-sell and cross-sell, and complaint definitions.

18%

CRM Applications (FreeCRM) & Work Management

CRM application introduction, FreeCRM login steps and features, creating companies/calls/events, work requirements, voice process types (customer service, tele-sales, collections, data entry), and standard organizational policies and procedures.

20%

Workplace Safety, Employability & Green Skills

Workplace safety and hazards, disaster/risk prevention, accidents and emergencies, workplace safety rules; communication methods and styles; self-management, grooming, time management; basic ICT; entrepreneurial values and attitudes; green economy sectors and stakeholders.

12%

ERP, Procurement Policy & Advanced BPO Learning

Enterprise and ERP concepts, advantages and vendors, time management in IT, procurement policy benefits and limitations, BPO industry role and services (including payroll and quality assurance), and learning/knowledge/skill concepts.

10%

Supporting IT Foundations for CRM Voice

Internet vs intranet basics, basic troubleshooting approaches, computer languages and number-system literacy, and office/business applications that support CRM and contact-center work.

Preparing for the Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice Exam

What You Need to Know

  • Passing score: Confirm the current CHSE vocational / AHSE result circular for separate theory and practical minima and overall trade pass rules for your registration year. Do not rely on unofficial fixed percentage quotes.
  • Assessment: Per CHSE Odisha vocational CRM Domestic Voice syllabus (CLASS-XI-XII-VOC-CRM-Domestic-Voice.pdf and VOC-ITV-IT-ITes-CRM-Domestic-Voice.pdf) and SAMS GVHSS trade listing: the trade subject is framed at about 200 marks with Theory about 80 and Practical about 120 (confirm current scheme for your registration year). Class 11 vocational skill units include Introduction to IT/ITeS Industry, Training of CRM Domestic Voice, Make Outbound Calls / customer interaction, CRM application (Free CRM), Work Management, and Workplace Safety & Hazards, plus Employability Skills (communication, self-management, basic ICT, entrepreneurial, green skills). Class 12 vocational skill units include Fundamentals of ERP, Basics of Procurement Policy and BPOs, and Requirements of Learning, with continued employability skills and supporting IT/project components. Practical work includes role-play customer interaction, FreeCRM-style application exercises, work-management scenarios, safety drills, field visits, practical examination, written practical test elements, viva, and project/portfolio evidence under the PSSCIVE-style assessment framing hosted by CHSE. The 100 questions here are an English-language MCQ study adaptation for theory and service-judgment only—they do not replace hands-on call practice, CRM tool use, records, viva, or project evidence.
  • Time limit: About 2.00 hours per typical 40-mark theory paper and about 3.00 hours per typical 60-mark practical under common CHSE vocational duration tables (confirm the AHSE / college practical schedule for your sitting).
  • Exam / certification fees: Included in the CHSE Higher Secondary / vocational examination form-fill-up fee as notified by the Council; see official fee notifications on chseodisha.nic.in for the examination year and candidate category. Official sources

Using Our Practice Resources

  • Work through all 100 available questions
  • Review every answer and explanation
  • Track weak areas and revisit them
  • Use our AI tutor for tough concepts

Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice: Suggested Study Strategy

1Alternate MCQ drills with short written definitions and call scripts—official theory is not pure MCQ.
2Practise call openings aloud for inbound, tele-selling, and collection scenarios; match tone to branded greetings.
3Drill FreeCRM-style workflows: login, create company/contact, log a call, and create an event with correct fields.
4Memorise domestic vs international BPO contrasts and the KPO/HRO/LPO expansions with one real-world example each.
5Link call-center metrics (AHT, FCR, CSAT-style service quality ideas) to why accurate CRM notes matter.
6Treat information security as non-negotiable: verify identity with pre-registered data; never share credentials or full card numbers casually.
7For ERP/procurement units, sketch how CRM voice work sits inside larger enterprise processes (order, complaint, collection).
8Use official unit lists as your checklist; this bank accelerates theory recall but does not replace CHSE practicals, project work, or viva.

Frequently Asked Questions

Is the official CHSE Odisha CRM Domestic Voice exam pure multiple-choice?

No. Official IT/ITeS CRM Domestic Voice trade assessment under CHSE vocational rules uses theory papers plus practical, project/portfolio, and viva elements as arranged by the college and Council. This page’s 100 MCQs are an English study adaptation for underpinning theory and customer-service judgment only.

What topics are covered in CHSE IT/ITeS CRM Domestic Voice?

IT/ITeS industry and BPO fundamentals, CRM Domestic Voice training and professional attributes, outbound customer interaction and telephone etiquette, FreeCRM-style CRM applications, work management and organizational policies, workplace safety and hazards, Employability Skills (communication, self-management, ICT, entrepreneurial, green skills), and Class 12 units on ERP, procurement policy/BPOs, and requirements of learning—matching the Council CLASS-XI-XII-VOC-CRM-Domestic-Voice and VOC-ITV IT-ITeS CRM Domestic Voice outlines.

How are marks structured for the CRM Domestic Voice trade subject?

SAMS Odisha GVHSS vocational trade documentation frames the trade subject at about 200 marks with Theory about 80 and Practical about 120 (confirm any updated CHSE scheme for your examination year). PSSCIVE-style curriculum hosted by CHSE also shows class-level 100-mark distributions combining employability, vocational theory, practical examination, and project components.

What is the job role associated with this vocational subject?

Domestic CRM Voice (Qualification Pack reference SSC/Q2210). Industry titles include Customer Service Associate, Customer Service Representative, Customer Care Executive, Customer Service Advisor, and Helpdesk Coordinator in the IT-ITeS sector.

What is the exam fee for CHSE vocational CRM Domestic Voice?

There is no separate open stand-alone “CRM Domestic Voice only” fee quoted on this page. Fees are included in the Council’s Higher Secondary / vocational form-fill-up notification for the year and candidate category. See chseodisha.nic.in for the official circular.

Can this free MCQ bank replace practical, CRM-tool, and viva preparation?

No. Practical skill evidence is essential (call role-play, FreeCRM-style data entry, work-management scenarios, safety drills, project/portfolio, viva). Use these MCQs for theory drills and still complete labs, records, and viva practice with your college.

Where is the official syllabus for CRM Domestic Voice?

See https://chseodisha.nic.in/wp-content/uploads/2024/11/CLASS-XI-XII-VOC-CRM-Domestic-Voice.pdf and https://chseodisha.nic.in/wp-content/uploads/2024/11/VOC-ITV-IT-ITes-CRM-Domestic-Voice.pdf, plus the Council syllabus portal at https://chseodisha.nic.in/syllabus.