NIOS Class 12 CRM Domestic Voice 661 Important Questions 2026 Full Preparation Guide

NIOS Class 12 CRM Domestic Voice 661 Important Questions 2026 (Chapter-Wise Objective Question Bank)

If you are preparing for the 2026 NIOS board examination and searching for NIOS Class 12 CRM Domestic Voice 661 important questions, you are in exactly the right place. Unnati Education has prepared a complete chapter-wise objective question bank covering all 11 chapters of subject code 661. Every question is updated for 2026, carefully selected, and focused on the most exam-likely areas of this subject. Contact us at 9654279279 or 9899436384 to get your complete solutions booklet today.

NIOS Class 12 CRM Domestic Voice (661) Important Questions – Quick Overview

Chapter-Wise Coverage at a Glance

Chapter 1: Introduction to Business Process Outsourcing Chapter 2: Basic Communication at the Workplace Chapter 3: Advanced Communication at the Workplace Chapter 4: Grammar for Communication Chapter 5: Personality Development Chapter 6: Team Building Chapter 7: Customer Service Chapter 8: Work Life Balance Chapter 9: Introduction to Computer Chapter 10: Introduction to Operating System Chapter 11: Internet and E-Mail

What Are NIOS Class 12 CRM Domestic Voice 661 Important Questions 2026?

NIOS Class 12 CRM Domestic Voice 661 important questions are a carefully prepared set of objective-type questions built specifically for the 2026 NIOS board examination. These questions are drawn from all 11 chapters of subject code 661 and have been selected after a detailed analysis of previous year examination patterns, the NIOS official curriculum for this subject, and the types of questions that consistently appear in the objective section of this paper.

This is not a random question list. Every question included in this booklet has been reviewed and selected to ensure that only the most concept-tested and exam-relevant questions make it in. Whether you are sitting for the NIOS examination for the first time or trying to score better than your last attempt, this question bank gives you a focused and structured preparation path that actually works.

If you need NIOS CRM Domestic Voice 661 important questions PDF or want to download the complete solutions set, contact Unnati Education directly and we will provide the full material without delay.

Chapter-Wise Important Objective Questions for NIOS CRM Domestic Voice (Code 661)

Module 1 – Business Process Outsourcing Fundamentals: Important Questions

Introduction to Business Process Outsourcing – Important Objective Questions

Chapter 1 introduces the concept of Business Process Outsourcing, its types, importance in the Indian economy, and the growth of the BPO and call centre industry in India. Questions from this chapter are regularly tested in the objective section and focus on definitions, types of outsourcing, and industry terminology.

BPO stands for: A) Business Process Outsourcing B) Business Production Organisation C) Basic Process Operations D) Business Performance Output

Which of the following best describes a domestic voice process in a BPO? A) Handling international customer calls in a foreign language B) Managing customer calls within the same country using the local language C) Processing written emails for overseas clients D) Handling data entry tasks without customer interaction

The primary reason companies outsource their business processes is to: A) Increase their number of employees B) Reduce operational costs and focus on core business activities C) Avoid paying taxes D) Expand into international markets

CRM in the context of BPO stands for: A) Customer Relationship Management B) Centralised Resource Management C) Computer Resource Module D) Customer Record Maintenance

Which Indian city is commonly known as the BPO capital of India? A) Mumbai B) Delhi C) Bangalore D) Kolkata

These are sample questions. The full booklet from Unnati Education includes all important and exam-likely questions from this chapter with complete verified answers.

Module 2 – Workplace Communication Skills: Important Questions

Basic Communication at the Workplace – Important Objective Questions

Chapter 2 covers the fundamentals of workplace communication including types of communication, communication barriers, listening skills, and professional telephone etiquette. This chapter is one of the most heavily tested areas in NIOS CRM Domestic Voice 661 Class 12 important questions.

Communication is best defined as: A) Speaking loudly and clearly B) The process of exchanging information, ideas, or feelings between individuals C) Writing formal letters and emails D) Reading documents at the workplace

Which of the following is an example of non-verbal communication? A) Writing an email B) Making a telephone call C) Nodding your head to indicate agreement D) Giving a formal presentation

The most important skill in telephone communication for a CRM professional is: A) Speaking fast to save time B) Active listening and clear verbal expression C) Using technical language to impress the customer D) Keeping the call on hold frequently

A communication barrier is best described as: A) A language used in formal meetings B) Anything that prevents effective communication between sender and receiver C) A type of communication tool D) A skill used in customer service

Which of the following best describes active listening? A) Hearing the words without paying attention to meaning B) Fully concentrating, understanding, and responding thoughtfully to what is being said C) Interrupting the speaker to ask questions D) Listening only to the parts that seem important

Advanced Communication at the Workplace – Important Objective Questions

Chapter 3 builds on basic communication skills and covers advanced workplace communication including formal and informal communication, written communication, report writing, presentation skills, and interpersonal communication in professional settings.

Formal communication in a workplace follows: A) Personal relationships between employees B) Official channels and hierarchical structures defined by the organisation C) Informal conversations at the office D) Social media platforms only

The grapevine in an organisation refers to: A) A formal communication channel B) Official memos and notices C) Informal communication network through which unofficial information spreads D) A type of written report

Which of the following is a key characteristic of effective written communication at the workplace? A) Using complex vocabulary to demonstrate expertise B) Being clear, concise, and free of grammatical errors C) Writing long paragraphs to provide detailed information D) Using abbreviations throughout the document

Upward communication in an organisation refers to: A) Communication from senior management to junior employees B) Communication between employees of the same level C) Communication from junior employees to senior management D) Communication between two different organisations

Students who want to access NIOS Class 12 Intext and Terminal Questions for this subject can get the complete chapter-wise set from Unnati Education along with the important questions booklet.

Grammar for Communication – Important Objective Questions

Chapter 4 focuses on grammar rules and their application in professional communication. Questions here are based on parts of speech, tenses, sentence correction, and common grammatical errors made in workplace communication.

Which of the following sentences is grammatically correct? A) She don't know the answer. B) She doesn't knows the answer. C) She does not know the answer. D) She not know the answer.

The past tense of the verb "speak" is: A) Speaked B) Spoken C) Spoke D) Speaking

Which part of speech describes or modifies a noun? A) Verb B) Adverb C) Adjective D) Preposition

A sentence that expresses a direct question always ends with: A) A full stop B) A comma C) A question mark D) An exclamation mark

The word "quickly" in the sentence "She responded quickly to the customer" is: A) An adjective B) A noun C) An adverb D) A conjunction

Module 3 – Professional Development for CRM Professionals: Important Questions

Personality Development – Important Objective Questions

Chapter 5 covers personality development concepts including self-awareness, confidence, attitude, grooming, etiquette, and professional behaviour. Questions here are mostly definition and situation-based, testing the student's understanding of professional conduct in a CRM environment.

Self-awareness in personality development means: A) Knowing the names of all your colleagues B) Understanding your own strengths, weaknesses, emotions, and behaviour patterns C) Being aware of your company's policies D) Keeping track of your daily work targets

A positive attitude at the workplace helps a CRM professional to: A) Avoid taking customer calls B) Handle difficult customers calmly and resolve issues effectively C) Ignore customer complaints D) Work only during regular hours

Professional grooming in a BPO environment refers to: A) Only applying makeup before work B) Maintaining a clean, neat, and appropriate appearance suitable for a professional setting C) Wearing expensive clothing to work D) Styling hair in a particular way

Which of the following best describes professional etiquette? A) Behaviour and manners that are considered politely acceptable in a professional setting B) Wearing a uniform at all times C) Speaking only in formal English D) Following the dress code only on meeting days

Students who want to practise with the NIOS Class 12 question paper format for this subject can get previous year papers along with the important questions booklet from Unnati Education.

Team Building – Important Objective Questions

Chapter 6 focuses on the concept of teamwork, team roles, collaboration, and the importance of working effectively as part of a group in a CRM or BPO environment. Questions here test understanding of team dynamics and professional relationships.

A team is best defined as: A) A group of individuals who work independently on separate tasks B) A group of people working together towards a shared goal C) A collection of managers in an organisation D) A department within a large company

The most important quality for effective teamwork is: A) Individual competition B) Communication and cooperation among team members C) Working in silence D) Completing work faster than others

A team leader in a CRM team is responsible for: A) Handling all customer calls personally B) Guiding, motivating, and coordinating team members to achieve performance targets C) Avoiding communication with team members D) Reporting only to senior management

Conflict in a team is best resolved by: A) Ignoring the issue and hoping it resolves itself B) Discussing the issue openly and finding a mutually agreeable solution C) Escalating every disagreement to top management D) Removing the conflicting team members from the team

Customer Service – Important Objective Questions

Chapter 7 is one of the most critical chapters in NIOS CRM Domestic Voice 661 important questions. It covers customer service principles, handling complaints, customer satisfaction, and the role of a CRM agent in delivering positive customer experiences.

Customer service in a CRM context means: A) Selling products to customers over the phone B) Providing assistance, information, and support to customers to meet their needs and resolve their issues C) Collecting customer data for marketing purposes D) Managing billing and invoicing for customers

A dissatisfied customer who does not complain is most likely to: A) Continue using the service without any issues B) Stop using the service quietly and possibly share negative experiences with others C) Request a meeting with the company's CEO D) Write a positive review about the company

Which of the following is the most effective first step when handling a customer complaint? A) Transfer the call to a supervisor immediately B) Apologise to the customer and listen patiently to understand the issue fully C) Tell the customer that the issue is not the company's fault D) Put the customer on hold and check the policy manual

Customer satisfaction is best measured by: A) The number of calls handled per day B) The speed at which calls are answered C) How well the customer's needs and expectations are met during and after the interaction D) The number of products sold to each customer

Students who need NIOS Class 12 TMA for this subject can get fully solved and submission-ready Tutor Marked Assignments from Unnati Education.

Work Life Balance – Important Objective Questions

Chapter 8 covers the concept of work life balance, stress management, time management, and maintaining personal well-being while working in a demanding BPO environment. Questions here are straightforward and focus on understanding the concept and its practical application.

Work life balance refers to: A) Working more hours to earn more money B) Maintaining a healthy equilibrium between professional responsibilities and personal life C) Taking frequent leaves from work D) Spending more time at home than at work

Which of the following is a common cause of work-related stress in a CRM environment? A) Having too many friends at work B) Handling a high volume of difficult customer calls, meeting performance targets, and managing shift timings C) Being given a well-defined work schedule D) Working in a comfortable office environment

An effective time management strategy for a CRM professional includes: A) Handling all tasks at once without any planning B) Prioritising tasks by urgency and importance and completing them systematically C) Avoiding difficult tasks until the last moment D) Spending equal time on all tasks regardless of their importance

Which of the following habits supports a healthy work life balance? A) Checking work emails at midnight B) Setting clear boundaries between work time and personal time C) Never taking breaks during the workday D) Staying back at the office every day without reason

Module 4 – Computer Fundamentals for CRM Operations: Important Questions

Introduction to Computer – Important Objective Questions

Chapter 9 introduces computer fundamentals relevant to CRM operations including hardware, software, input and output devices, and basic computer components. Questions here are identification and definition based.

The full form of CPU is: A) Central Processing Unit B) Computer Programming Unit C) Core Processing Utility D) Central Production Unit

Which of the following is an input device used in a CRM workstation? A) Printer B) Monitor C) Keyboard and headset D) Speaker

RAM stands for: A) Read Access Memory B) Random Access Memory C) Read And Modify D) Remote Access Mode

Which of the following is an example of application software used in CRM operations? A) Windows operating system B) MS Excel spreadsheet C) Customer Relationship Management software like Salesforce or Zendesk D) BIOS firmware

Students who want a complete set of NIOS Class 12 Important Questions across multiple subjects can find subject-wise question banks at Unnati Education.

Introduction to Operating System – Important Objective Questions

Chapter 10 covers operating system concepts including the role of an OS, types of operating systems, and basic OS functions relevant to CRM workstation usage. Questions here test understanding of OS terminology and practical workplace use.

The primary function of an operating system is to: A) Browse the internet B) Manage the hardware and software resources of a computer system C) Create documents and spreadsheets D) Send and receive emails

Which of the following is a widely used operating system in CRM and BPO work environments? A) MS Word B) Windows 10 or Windows 11 C) Adobe Photoshop D) Google Chrome

The desktop in Windows operating system refers to: A) The physical table on which the computer is placed B) The main screen that appears after the computer starts up, showing icons and the taskbar C) The control panel of the computer D) The recycle bin location

A file management system in an operating system allows users to: A) Create customer accounts B) Organise, store, retrieve, and manage files and folders on a computer C) Run antivirus programs D) Connect to the internet

Internet and E-Mail – Important Objective Questions

Chapter 11 is the final chapter of NIOS CRM Domestic Voice 661 and covers internet usage, email communication, and online tools relevant to CRM professionals. This chapter is regularly tested in the objective section.

The full form of WWW is: A) World Wide Website B) World Wide Web C) Web Wide World D) Worldwide Wire Web

Which of the following is a professional email etiquette rule for CRM professionals? A) Using all capital letters to make the email stand out B) Writing a clear subject line and keeping the email brief, polite, and professional C) Using informal language and abbreviations in business emails D) Sending emails without proofreading

An email attachment refers to: A) A hyperlink included in the email body B) A file such as a document, image, or spreadsheet sent along with an email C) The recipient's email address D) The email signature

Which of the following is a safety practice for using email in a CRM workplace? A) Opening all emails regardless of the sender B) Clicking on all links in emails to see where they lead C) Never opening emails from unknown senders and avoiding suspicious links D) Sharing your email password with colleagues for team access

Why Solving Objective-Based Important Questions Improves Scores in CRM Domestic Voice?

Many students preparing for NIOS CRM Domestic Voice 661 read their textbook carefully but never practise objective questions before the examination. That approach leaves them unprepared for the specific format and style of NIOS objective questions. Here is why practising objective questions genuinely improves your final result.

Objective question practice trains your brain to recall specific definitions, industry terms, and concepts quickly under examination time pressure. It helps you understand how examiners frame questions and how they design answer options to test your clarity of understanding. It builds real examination confidence because you have already encountered similar questions multiple times before the day of the exam. It also helps you identify your weaker chapters so you can give them more revision time before the examination.

For a subject like CRM Domestic Voice that combines BPO industry knowledge, communication skills, customer service concepts, and computer basics, solving 150 to 200 objective questions from all chapters before the exam can realistically add 10 to 15 marks to your final score.

Are These Important Questions Based on the Latest 2026 NIOS Exam Pattern?

Yes. All NIOS CRM Domestic Voice 661 important questions provided by Unnati Education are fully updated for the 2026 examination. Our team reviews the NIOS curriculum and board examination pattern every academic year before updating the question bank. The 2026 NIOS pattern gives clear weightage to objective questions, and every question in our booklet is designed to match that pattern precisely and helpfully.

Do These Important Questions Include BPO, Communication, and Customer Service Concepts?

Yes, absolutely. Our question bank covers all four major areas of this subject. BPO fundamentals from Chapter 1 are fully covered. Workplace communication skills from Chapters 2, 3, and 4 are included with the most exam-relevant questions. Professional development topics from Chapters 5, 6, 7, and 8 covering personality development, team building, customer service, and work life balance are all covered. Computer fundamentals and internet skills from Chapters 9, 10, and 11 are also completely included.

Most Repeated Objective Questions in NIOS CRM Domestic Voice Exams

Based on a careful review of previous NIOS examinations for subject code 661, the following topic areas have appeared most consistently. Students who focus on these areas will always have an advantage in the objective section.

Important BPO Industry Questions

• Definition and full form of BPO and CRM
• Types of BPO: voice process and non-voice process
• Difference between domestic and international BPO
• Role of CRM agents in a call centre
• Reasons companies choose to outsource business processes

Important Workplace Communication Questions

• Types of communication: verbal, non-verbal, and written
• Communication barriers and how to overcome them
• Active listening skills and their importance
• Formal and informal communication at the workplace
• Professional telephone etiquette in CRM

Important Customer Service and CRM Scenario Questions

• Definition and importance of customer service
• Steps to handle a customer complaint effectively
• Meaning of customer satisfaction and how it is measured
• Difference between a satisfied and dissatisfied customer
• Escalation process in a CRM environment

Important Computer and Internet Application Questions

• Basic computer hardware and software components
• Functions of an operating system
• Email writing etiquette and email safety
• Internet terminology: URL, browser, and WWW
• File management and desktop navigation basics

Important Definitions and Short Answer Questions (2 to 3 Marks Focus)

For 2 to 3 mark theory questions, students must be able to write clear and precise definitions. The most frequently asked definition topics in NIOS CRM Domestic Voice 661 include BPO, CRM, communication, active listening, customer satisfaction, teamwork, work life balance, RAM, operating system, URL, and email etiquette.

Writing these definitions clearly in two to three sentences with the core meaning stated in the first sentence is enough to score full marks on any short answer question from this subject.

Important Customer Interaction Scenario Questions

Scenario-based questions are a unique feature of this subject. These questions describe a customer interaction situation and ask the student to identify the correct professional response. Common scenarios tested include handling an angry customer, responding to a complaint about a billing error, managing a customer who wants to cancel a service, and dealing with a call that needs to be escalated. Students should read each scenario carefully and always choose the response that is calm, professional, and customer-focused.

Common Mistakes Students Make While Preparing CRM Domestic Voice

Students preparing for NIOS CRM Domestic Voice 661 make several avoidable mistakes that reduce their marks on examination day. Here are the most common ones that students should be aware of and actively avoid.

• Skipping the communication chapters thinking they are easy and do not need preparation
• Not memorising the definitions of BPO, CRM, and related industry terms
• Ignoring scenario-based customer service questions and not practising how to answer them
• Not reading the grammar chapter carefully and losing marks on simple sentence correction questions
• Underestimating the computer and internet chapters because they seem basic
• Not practising enough objective questions before the examination
• Trying to memorise answers without understanding the concept behind each question

Avoiding these mistakes and using the chapter-wise important question bank from Unnati Education will make your 2026 preparation significantly more focused and effective.

Who Should Use This Important Question Bank?

This question bank has been designed for a specific group of NIOS students. If you match any of the following descriptions, this booklet is exactly what you need for your 2026 examination preparation.

• Students enrolled in NIOS Class 12 with subject code 661 for the 2026 board examination
• Students who want a focused and time-efficient revision tool covering all 11 chapters
• Students with limited preparation time who want to study only the most exam-relevant questions
• Students who want to improve their accuracy in the objective section before the final examination
• Students who find the mix of communication, BPO concepts, customer service theory, and computer basics difficult to revise from the textbook alone
• Students who want all important objective questions and verified solutions in one organised booklet

About Unnati Education – NIOS Support Since 2010

Unnati Education has been one of the most trusted names in NIOS student support across India since 2010. Our team understands the NIOS examination system deeply and builds resources that are practical, student-friendly, and genuinely result-oriented. We do not create generic or one-size-fits-all content. Everything we prepare is aligned to NIOS curriculum guidelines and updated every year to match the latest board examination pattern.

Thousands of NIOS students from every part of India have used Unnati Education resources to prepare for their board examinations with confidence and direction.

At Unnati Education, we provide the following resources for NIOS students.

• NIOS Previous Year Papers with complete solutions for exam pattern practice
• Solved TMAs in both typed and handwritten format ready for immediate submission
• NIOS Practical Files complete and ready for upload or printing
• Subject-wise notes for all NIOS Class 12 subjects for faster and smarter revision
• Chapter-wise important question banks with complete and verified answers
• Real-time updates on examination dates, TMA submission deadlines, and official NIOS notifications

How to Get Complete Answers and Study Material for CRM Domestic Voice 661

Getting your complete important questions booklet with all solutions is simple and quick. Contact us through phone or WhatsApp, share your subject code and class details, and we will send you the full material. Our booklet for NIOS Class 12 CRM Domestic Voice 661 important questions includes chapter-wise objective questions with verified answers, the most repeated exam questions from all 11 chapters, important definitions and short answer questions for 2 to 3 mark preparation, and a complete revision guide aligned to the 2026 NIOS examination.

If you also need NIOS Previous Year Question Paper for additional practice, want solutions for any other NIOS subject, or have questions about your NIOS Class 12 preparation, our team is fully ready to guide and support you. Call or WhatsApp us at 9654279279 or 9899436384 to get your NIOS Class 12 CRM Domestic Voice 661 important questions booklet with complete solutions today.

Frequently Asked Questions (FAQs)

Are the NIOS CRM Domestic Voice 661 important questions updated for the 2026 examination?

Yes, all important questions for NIOS Class 12 CRM Domestic Voice subject code 661 at Unnati Education are fully updated for the 2026 examination. Every question has been reviewed against the latest NIOS curriculum and board exam pattern. The question bank covers all 11 chapters with complete objective questions and verified answers designed specifically for 2026 board examination preparation.

How many chapters are covered in the NIOS CRM Domestic Voice 661 important questions booklet?

The booklet covers all 11 chapters of the NIOS Class 12 CRM Domestic Voice subject, starting from Introduction to Business Process Outsourcing in Chapter 1 through to Internet and E-Mail in Chapter 11. Each chapter has a dedicated set of objective questions selected based on examination frequency and concept importance for the 2026 board examination.

Can I get NIOS CRM Domestic Voice 661 important questions with complete answers?

Yes, Unnati Education provides complete and verified answers for every important question included in the booklet. You can contact our team at 9654279279 or 9899436384 to receive your full solutions booklet. All answers are accurate, clearly written, and explained in simple language that any student can understand and use effectively to prepare for the 2026 NIOS board examination.

What topics are covered in the NIOS CRM Domestic Voice Class 12 important questions booklet?

The booklet covers BPO fundamentals and CRM industry concepts, workplace communication skills, advanced communication and grammar, personality development and professional etiquette, team building and customer service principles, work life balance and stress management, and computer basics, operating systems, and internet and email usage. All 11 chapters are fully covered with the most exam-relevant objective questions.

Who is this NIOS CRM Domestic Voice 661 important questions booklet most useful for?

This booklet is most useful for NIOS Class 12 students with subject code 661 appearing in the 2026 board examination. It is especially helpful for students who want a focused revision tool covering only the most exam-likely questions from every chapter. Students who find the combination of communication theory, customer service concepts, and computer basics difficult to revise from the textbook alone will benefit most from this structured chapter-wise objective question format.