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Posted By: S.Yamini       Member Level: Diamond       Posted Date: 08 May 2008
2005 Indira Gandhi National Open University (IGNOU) MCA Communication skills Question paper Course: MCA   University: Indira Gandhi National Open University (IGNOU) Test Papers / Previous Question Papers of IGNOU MCS15 Communication Skills December 2005 MCA (Revised) Term-End Examination December, 2005 MCS-015 : COMMUNICATION SKILLS Time: 2 hours Maximum Marks: 50 Note : Answer all questions. 1. Read the following passage and answer the questions given after it : Diplomacy, friendliness and co-operation are important in selling. There's a widespread belief, which is probably true, that buyers 'buy from those they like' and that sellers give a better deal to 'those they like'. All sales people have a certain 'fear', or reverence, for buyers because they have the power to give or to withhold an order. 'Negotiation' is the part of the sales conversation where bargaining about the conditions of an order takes place. It comes at the end of the sales talk at the point when the buyer is definitely interested. Because additional persuasion may be required, it's important not to give away concessions while making the sales presentation. In international business there are different types of business negotiations, negotiation styles and negotiation situations. A simplified model of what goes on shows four main phases of negotiation : 1. The preparation phase : this is where you work out what you want and what your main priorities are. 2. The debating phase : this is where you try to find out what the other side or the customer wants. You say what you want but you don't say yet what the final conditions are. You use open questions and listen to the customer to try to find out in what areas they may be prepared to move. 3. The proposal phase : this is the point at which you suggest some of the things you could trade or whlch you might theoretically be prepared to trade, offer or concede. Formulate your proposals in the form of if ..., then .... Be patient and listen to the other side's proposals. 4. The bargoining phase : this is when you indicate what it is you will actually trade, offer or perhaps concede. In firm you conditionally exchange individual points, along the lines of : 'lf you are prepared to pay swiftly, then we are prepared to change our delivery schedules. Remember to write down the agreement. (i) Given below are two statements based on the passage. Say whether they are true or false. Correct the false statement(s). (a) Diplomacy is the only important thing in selling. (b) Concessions should be made to the buyer in the beginning of negotiations. (2) (ii) Why are salespeople afraid of their buyers? (2) (iii) Define 'negotiations' in your own words. (2) (iv) Mention the main differences between the preparation phase and the debating phase. (2) (v) Complete the following sentences with a suitable word from the passage : (2) (a) The bargaining phase indicates what it is that you __________ trade or offer. (b) One must write down the ____________ in the bargaining phase. 2. From the four options given alter each sentence, choose the word or phrase that best completes it. (5) (i) Companies must earn a _________ for honesty. (a) fame (b) reputation (c) renown (d) repute (ii) He has started a restaurant in Rajouri Garden and wants to __________ the business. (a) augment (b) amplify (c) stretch (d) expand (iii) These days the relations are ___________ between the director and his assistant. (a) pressed (b) stretched (c) pinched (d) strained (iv) A solution to the crisis ____________ a combination of tact and consideration. (a) calls upon (b) calls up (c) calls for (d) calls back (v) It is important to think of the ____________ of this action now. (a) consequences (b) effects (c) influence (d) impact 3. Complete the following dialogue : (10) Receptionist : Good morning. May I help you, Madam ? Visitor: _________________________________ Receptionist: Have you got an appointment with him ? Visitor: _________________________________ Receptionist: Well, in that case I'll have to check if he is free now. Visitor: __________________________________ Receptionist: The manager says he'll be free in about fifteen minutes. Why don't you wait in the lounge in the meantime. I'll let you know as soon as he's free. Visitor: _________________________________ Receptionist: Well, you can have a cold drink in our canteen. Visitor: _________________________________ Receptionist: You're welcome. 4. Complete the blank in the following sentences using the verbs given in brackets in their correct form : (10) Dear Sir We 1 (write) to tell you about the reorganisation at Softsys. As you 2 (know), we 3 (trade) for four years now and 4 (establish) a reputation for reliability in the market. This has resulted in increased business, which 5 (place) a lot of pressure on our organisation. So, we 6 change the structure of Softsys at present so that we can 7 (continue) to provide the level of service that you, as a valued customer, 8 (expect). We 9 (not plan) any major changes right now; however we 10 (review) our roles and responsibilities. 5. Write a letter applying for the position of Team Manager, Marketing Division, New Finances Pvt. Ltd., India. You should enclose your brief bio-data. The letter should be addressed to Mr. Mangesh Swaminathan, M.D. of the company. The essential qualifications are M.B.A with a specialisation in marketing and one year's experience as a Sales Executive in a company. (15) Return to question paper search
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