ES MCQ ITI Labour laws, maintaining efficiency at workplace and customer interaction with PDF. These are the new questions provided by DGT in 2022. Helpful for ITI 1st Year all trade Students, 2023 Online/Offline CBT Exam paper preparation in English.
ES MCQ ITI Maintaining Efficiency at Workplace
1. One can be efficient at the workplace, if he/she
a) is punctual
b) Follows rules
c) Follows safety procedures
d) All of these
Ans. d
2. Safety includes ______
a) Proper housekeeping
b) Proper storage and handling of tools and equipment
c) Use of appropriate PPE
d) All of these
Ans. d
3. Growth of an organization, is growth of ______
a) An economy
b) A political party
c) A labour union
d) None of these
Ans. a
4. The economic growth of a country is ______
a) Increase in the population
b) Increase in the production of goods and services
c) Increase in size of families
d) None of these
Ans. b
5. The effort taken to learn new skills and technologies, helps to _____
a) Grow in our profession
b) Become a union leader
c) Be close to political leaders
d) None of these
Ans. a
6. Team work helps to ______
a) Learn from peers
b) Collaborate with other employees
c) Be efficient at work
d) All of these
Ans. d
7. Pomodoro is the Italian word for _______
a) Tomato
b) Potato
c) Brinjal
d) Onion
Ans. a
8. How many stages are there in Personal Growth ______
a) Two
b) Three
c) Four
d) Five
Ans. d
9. Identify which is not a good practice of people management
a) involving employees in the development of business
b) giving memo for every mistake
c) Communication with employees
d) offering employee leave
Ans. b
10. Filling out a form by answering questions is a part of _______
a) Accounting
b) Costling
c) Exam
d) A questionnaire survey
Ans. d
11. The challenges faced by migrant workers are ______ any other workers
a) much more than
b) same as
c) not as important as
d) all of these
Ans. a
12. It is the responsibility of the _____ to provide water, power and other basic facilities to the workforce
a) Government
b) Employees
c) Management
d) None of these
Ans. c
13. When workers are migrating, companies should conduct
a) a formal induction programme
b) a safety training programme
c) a cultural programme
d) an informal meeting
Ans. a
14. ________ is helpful for collecting employee feedback and understanding them.
a) Employer surveys
b) Employee surveys
c) Product surveys
d) Process surveys
Ans. b
15. Lack of productivity is a serious threat to any society. It is caused by waste of ______
a) Time
b) Resources
c) Investments
d) All of these
Ans. d
16. Irresponsible employees of any company create ______
a) Loss to the company
b) Affect the environment
c) Waste resources
d) All of these
Ans. d
17. Low productivity leads to _______
a) low employment
b) low investment
c) low saving
d) All of these
Ans. d
18. Efficient productivity improvement techniques ensure ______
a) Individual’s growth
b) Organisation’s growth
c) Both A and B
d) None
Ans. c
19. What are the characteristics of workers who focus on productivity improvement?
a) Teamwork
b) Vision
c) Goals
d) All of these
Ans. d
20. Productivity is the _______ of production systems.
a) Measurement
b) Efficiency
c) Both A and B
d) None of these
Ans. c
ITI ES MCQ Labour Laws/Labour Welfare Legislation
1. To safeguard the workforce, many labour and industrial laws have been established by ______
a) Employer
b) Employee
c) Government
d) Customer
Ans. c
2. Factories act ensures to regulate the working conditions of workers in the factory. Which may be an objective of Factories Act?
a) To protect the health condition of workers in factories
b) To provide higher education
c) To force workers do overtime
d) None of these
Ans. a
3. Why are labour laws established by Government?
a) To exploit the workers
b) To recruit workers fastly
c) To safeguard the workforce from exploitation
d) To ensure that workers come to workplace on time
Ans. c
4. Which of the following is not a part of employee rights?
a) Promotions
b) Safety
c) Bonus
d) Entertainment
Ans. d
5. The stipends of apprenticeships are based on _______
a) Gender
b) Caste
c) Educational Qualifications
d) Religion
Ans. c
6. Who all are covered under Employees State Insurance Act?
a) Casual employees
b) Temporary employees
c) Contract employees
d) All of these
Ans. d
7. Stipends are provided _______ based on the educational qualifications and the nature of the industry.
a) Yearly
b) Weekly
c) Monthly
d) Daily
Ans. c
8. ________ is defined as remuneration by way of salary, allowance or payment for the work done.
a) Pay
b) Wage
c) Honorarium
d) Money
Ans. b
9. The employers contribution towards EPF is ensured through the ______
a) Employees Provident Fund Act
b) Employer Permanent Fund Act
c) Employees Provisional Fund Act
d) Employer Provisional Fund Act
Ans. a
10. One problem regarding wages in the Indian social system is the ______ in India.
a) Gender Pay Gap
b) Profit
c) Domestic Violence
d) Tax
Ans. a
11. Expansion of POSH is _______
a) Prevention of Social Harassment
b) Prevention of Sexual Harassment
c) Provision of Sexual Harrassment
d) Provision of Social Harrassment
Ans. d
12. According to the POSH Act, ‘sexual harassment’ includes ________
a) Unwelcome sexually tinted behavior
b) Vulgar and unnecessary comments
c) Unwelcome touching
d) All of these
Ans. d
13. The workmen’s compensation Act provides for payment of compensation to _________.
a) Workmen and their dependents
b) Workmen only
c) Dependents only
d) None of these
Ans. a
14. The first step in establishing social justice is to protect _______
a) The Rich
b) Employer
c) Customer
d) Those who can’t protect themselves
Ans. d
15. In attaining international uniformity _______ has played an important part.
a) International Labourer Organization
b) Indian Labour Organization
c) International Labour Organization
d) International Labour Organization
Ans. c
16. Labour laws helps the employees to improve their social status by boosting the ________
a) Working hours
b) Morale
c) Profits
d) Losses
Ans. b
ES Question Customer Interaction/Service
1. Objective of greeting a customer is
a) To give the customer positive attention and engage in conversation
b) To make the customer feel welcome and important
c) To make the customer feel welcome by making eye contact, by smiling and greeting
d) All of these
Ans. d
2. What are some of the important points to remember while greeting the customer?
a) Acknowledge customer’s presence
b) Make eye contact
c) Smile
d) All of these
Ans. d
3. You have greeted the customer. Choose which of the following statements you should use to complete the greeting.
a) What do you want?
b) How may I help you?
c) Why have you come?
d) Can you come later
Ans. b
4. How should we greet a customer?
a) Ignore them
b) Wait for them to speak
c) Make them feel welcome
d) None of these
Ans. c
5. Probing questions helps you
a) To identify customer’s specific needs
b) To learn customer’s pain point
c) To introduce yourself well to the customer
d) Building trust so you can receive honest feedback
Ans. a
6. Which of the following is not true?
a) Ask each customer the same set of questions
b) Ask the questions with a genuine focus on understanding your customer in order to meet their needs
c) Only ask relevant questions
d) Establish trust by focusing on customer needs and not on your product
Ans. a
7. It is best to ask ________ questions when asking questions.
a) Open & close ended
b) Rude
c) Personal
d) Sensitive
Ans. a
8. Based on the information that you get through probing, you will be in a better position to make _______
a) Proper product suggestions
b) Effective problem solving
c) Build friendship
d) No progress
Ans. a
9. An open-ended question is one that cannot be answered with a simple yes or not and often has no single right answer
a) True
b) False
Ans. a
10. Open ended questions start with which of the following words?
a) What
b) How
c) Why
d) All of these
Ans. d
11. Which of the following should be avoided during probing?
a) Interrupting the customer
b) Listening carefully
c) Repeating
d) Summarizing
Ans. a
12. It is also important to pay attention to customer’s ______ when probing
a) Friends
b) Dreams
c) Personal needs
d) Body language
Ans. d
13. ______ is the last and final step that will ensure that the customer pays for the product or service.
a) Closing a sale/service
b) Greeting
c) Probing
d) All of these
Ans. a
14. Can I bill this item madam? Shall I bill this service sir? This is an example for
a) Indirect close
b) Direct Close
c) Close ended Question
d) None of these
Ans. b
15. If the customer is not buying your product or service, to keep them happy which of the following things should be done:
a) Compel them to buy the product/service
b) Offer the customer alternatives or other interesting offers
c) Argue with the customer
d) All of these
Ans. b
16. What is feedback?
a) Reaction or response to a product sold or service offered
b) Talking behind someone
c) Speaking about someone without their knowledge
d) All of these
Ans. a
17. Feedback helps to ______
a) Improve the service
b) Modify the process or system
c) Meet customer satisfaction better
d) All of these
Ans. d
18. What actions should be taken after getting to know customer suggestions/problems?
a) Ask, Solve
b) Ask, Act, Categorize
c) Ask, Categorize, Act, Followup
d) Ask, Followup
Ans. c
19. Some ways to getting feedback include
a) Feedback forms
b) Google Forms
c) Survey tools
d) All of these
Ans. d
20. Customer expect to be _______
a) Welcomed politely
b) Paid attention to
c) given immediate attention
d) All of these
Ans. d
21. Feedback helps to ______
a) Improve future performance
b) Make people write suggestions
c) Get good job
d) None of these
Ans. a
22. Customers have grievances when _______
a) Their expectations and needs are not meet
b) They don’t want the product
c) They want to be rude
d) None of these
Ans. a
23. If a customer has registered a complaint against you, which of these steps should be followed.
a) Receive the complaint
b) Investigate
c) Provide reasons & options for solving it
d) All of these
Ans. d
24. For handling customer grievances, LEARN technique is:
a) Listen, Empathise, Accept, React, Now
b) Listen, Empathise, Apologize, React, Now
c) Listen, Example, Apologize, Receive, Now
d) Listen, Expert, Admit, React, Now
Ans. b
25. When customers are satisfied with the service/product, they become ______ the brand.
a) Annoyed with
b) Strangers to
c) Loyal to
d) None of these
Ans. c
26. Listening to customer feedback and modifying services help to _______
a) Develop an ongoing relationship with customers
b) Build long-term relationship with customers
c) Become close to customers as they become loyal customers
d) All of these
Ans. d
27. The 4 stages of getting customers are ________
a) Acquisition, Remember, Satisfaction, Loyalty
b) Attention, Retention, Sale
c) Acquisition, Retention, Satisfaction, Loyalty
d) Attention, Retention, Satisfaction, Loyalty
Ans. c