ES MCQ ITI [PDF] Labour Laws, Maintaining Efficiency at Workplace, Customer Interaction

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

ES MCQ ITI Labour Laws, Maintaining Efficiency at Workplace & Customer Interaction PDF Download
ITI ES Best MCQ E-Book in Just Rs.19/- [1400 Question in English]
ITI ES MCQ PDF Preparation to the world of work and Essential skills for Success
ITI ES Question OSHEE and Quality Management/Tool 2023 [PDF]