Rajasthan Board Class 12 Question Paper 2024 Retail

RAJASTHAN BOARD

QUESTION
PAPER
2024

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RBSE

Zm_m§H$ Roll No.

Tear Here
Sl.No. :

No. of Questions - 42 V–105
No. of Printed Pages - 11

ì`mdgm{`H$ {ejm (H$jm – XII) narjm, 2024
Vocational Education (Class - XII) Examination, 2024
bodb - MVwW©

TEAR HERE TO OPEN THE QUESTION PAPER
Level - IV
{df` - \w$Q>H$a {~H«$s
Sub. - RETAIL

àíZ nÌ H$mo ImobZo Ho$ {bE `hm± \$m‹S>|
g_` : 3 KÊQo 15 [_ZQ>] [nyUmªH$ : 30
Time : 3 Hours 15 Minutes] [Max. Marks : 30

narjm{W©`m| Ho$ {bE gm_mÝ` {ZX}e …
GENERAL INSTRUCTIONS TO THE EXAMINEES :
1) narjmWu gd©àW_ AnZo àíZ-nÌ na Zm_m§H$ A{Zdm`©V… {bI| &
Candidate must write First his/her Roll No. on the question paper
compulsorily.
2) g^r àíZ hb H$aZo A{Zdm`© h¢ &
All the questions are compulsory to attempt.
3) àË`oH$ àíZ H$m CÎma Xr JB© CÎma-nwpñVH$m ‘| hr {bI| &
Write the answer to each question in the given answer-book only.
`hm± go H$m{Q>E

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IÊS> - A
SECTION - A

ghr {dH$ën MwZo (~hþ{dH$ënr` àíZ) … [14 × ½ = 7]
Select the correct option (Multiple choice questions) :
1) EH$ AmXe© g§Xoe H$s {deofVmE± Š`m h¡? [½]
(A) ñnï> (~) g§{já
(g) ewÕ (X) Cnamoº$ g^r
What are the characteristics of an ideal message?
(A) Clear (B) Consise
(C) Accurate (D) All of the above

2) A§J«oOr _| {H$VZo _yb {dam_ {Mh²Z Am¡a {Mh²Zm| H$m Cn`moJ {H$`m OmVm h¡? [½]
(A) 15 (~) 05
(g) 25 (X) 10
How many basic punctuation marks or signs used in english?
(A) 15 (B) 05
(C) 25 (D) 10

3) "_oam I - H$mS>© H$hm± h¡?' {H$g àH$ma H$m dmŠ` h¡? [½]
(A) àíZdmMH$ (~) {dñ_`m{X~moYH$
(g) KmofUmË_H$> (X) A{Zdm`©Vm
'Where is my I - Card'? Is which type of sentence?
(A) Interrogative (B) Exclamatory
(C) Declarative (D) Imperative

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3
4) g§Mma h¡ … [½]
(A) EH$ Va\$m à{H«$`m (~) Xmo Va\$m à{H«$`m
(g) VrZ Va\$m à{H«$`m (X) Cnamoº$ _| go H$moB© Zht
Communication is :
(A) One way process (B) Two way process
(C) Three way process (D) All of the above

5) gH$mamË_H$ Ñ{ï>H$moU ì`{º$ H$mo ~ZmVm h¡ … [½]
(A) Xþ…Ir (~) H«$mo{YV
(g) Iwe (X) AdgmXJ«ñV
A positive attitude makes a person :
(A) Sad (B) Angry
(C) Happy (D) Depressed

6) n[aUm_moÝ_wIr H¡$go ~Zo? [½]
(A) ñnï> bú` {ZYm©[aV H$aHo$ (~) EH$ H$m`© `moOZm V¡`ma H$aHo$
(g) H${R>Z _ohZV H$aHo$ (X) Cnamoº$ g^r
How to become result oriented?
(A) Set clear goals (B) Prepare an action plan
(C) Work hard (D) All of the above

7) bú` hmoZm Mm{hE … [½]
(A) _yë`dmZ (~) J{V_mZ
(g) A§{V_ VmarI (X) _yë`
Goal must have :
(A) Costly (B) Speedy
(C) Deadline (D) Value

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8) EH$ ............ j¡{VO VarHo$ go gob H$s EH$ ì`dñWm h¡ & [½]
(A) n§{º$ (am°) (~) ñV§^ (H$m°b_)
(g) gob (X) Cnamoº$ _| go H$moB© Zht
A ________ is an arrangement of cells in a horizontal manner.
(A) Row (B) Column
(C) Cell (D) None of the above

9) ñàoS>erQ> _| Q>oŠñQ> H$mo aoIm§{H$V H$aZo H$s em°Q>©H$Q> Hw§$Or Š`m h¡? [½]
(A) Ctrl + b (~) Ctrl + i
(g) Ctrl + l (X) Ctrl + u
What is the shortcut key to underline text in a spreadsheet?
(A) Ctrl + b (B) Ctrl + i
(C) Ctrl + l (D) Ctrl + u

10) ñbmBS> gpå_{bV H$aZo Ho$ {bE {H$g _oZy {dH$ën H$m Cn`moJ H$aVo h¡? [½]
(A) E{S>Q> (~) BÝgQ>©
(g) ñbmBS> (X) Qw>b
Which menu option do you use to insert a slide?
(A) Edit (B) Insert
(C) Slide (D) Tools

11) CÚ_erbVm EH$ … [½]
(A) {dkmZ h¡ (~) H$bm h¡
(g) XmoZm| {dkmZ Am¡a H$bm h¡ (X) Cnamoº$ _| go H$moB© Zht
Entrepreneurship is :
(A) Science (B) Arts
(C) Both Science and Arts (D) None of the above

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5
12) EH$ g\$b CÚ_r Ho$ JwU hmoVo h¡ … [½]
(A) nhb H$aZm (~) àoaUm
(g) {ZU©` boZo H$s j_Vm (X) Cnamoº$ g^r
Quality of a successful entrepreneur is
(A) Initiative (B) Motivation
(C) Decision making ability (D) All of the above

13) .............. EH$ Eogo CÚ_r hmoVo h¡ Omo g_mO Ho$ \$m`Xo Ho$ {bE g_mYmZ {dH${gV H$aVo h¡ & [½]
(A) CÚmoJ CÚ_r (~) ì`mnma CÚ_r
(g) gm_m{OH$ CÚ_r (X) _{hbm CÚ_r
__________ are the entrepreneur who develop solutions that benefits the society.
(A) Industrial entrepreneur (B) Business entrepreneur
(C) Social entrepreneur (D) Women entrepreneur

14) {ZåZ _| go H$m¡Zgm h[aV Zm¡H$ar H$m \$m`Xm h¡ … [½]
(A) D$Om© H$s XjVm _| d¥{Õ
(~) H$Mao H$m {Z`§ÌU
(g) àXÿfU H$m {Z`§ÌU
(X) Cnamoº$ _| go g^r
Which of the following is the benefit of green job :
(A) Increase the efficiency of energy
(B) Control waste
(C) Control pollution
(D) All of the above

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6
IÊS - ~
SECTION - B

[aº$ ñWmZm| H$s ny{V© H$s{OE … [16 × ½ = 8]
Fill up the blanks :

15) EH$ IwXam ì`mnmar H$mo J«mhH$ H$s {eH$m`V H$mo Ü`mZ go ............... Mm{hE & [½]
(gwZZm / ~mobZm)
A retailer should __________ carefully to customer complaints.
(listen / speak)

16) EH$ IwXam ì`mnmar H$mo J«mhH$ H$s {eH$m`V H$m .............. aIZm Mm{hE & [½]
(nwñVH$ / [aH$m°S>©)
A retailer should maintain ___________ of customer complaints.
(books / records)

17) AÀN>r J«mhH$ godm h_oem AmnHo$ J«mhH$m| H$mo .............. _| _XX H$aVr h¡ & [½]
(~ZmE aIZo / N>mo‹S> XoZo)
Good customer service always help to __________ your customer.
(retain / lose)

18) J«mhH$ godm J«mhH$ H$s ........... H$m »`mb aIZo H$m H$m`© h¡ & [½]
(OéaVm| / n¡gm|)
Customer service is the act of taking care of the customer's _______.
(needs / money)

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7
19) J«mhH$ go AÀN>o g§~§Y ~ZmZo Ho$ {bE ............. _hËdnyU© h¡ & [½]
(ì`{º$Ëd / g§Mma)
_________ is important to make good relation with customer.
(Personality / communication)

20) J«mhH$ Ag§Vmof Ho$ gm_mÝ` bjUm| _| .............. g_rjmE± em{_b h¡ & [½]
(ZH$mamË_H$ / gH$mamË_H$)
Common signs of customers dissatisfaction includes _________ reviews.
(negative / positive)

21) {Za§Va gwYma EH$ .............. à{H«$`m h¡ & [½]
(Yrar / gVV²)
Continuous improvement is an ____________ process.
(slow / on going)

22) .............. {Za§Va gwYma H$m EH$ CXmhaU h¢ & [½]
(H$_©Mmar à{ejU / J«mhH$ à{ejU)
___________ is an example of continuous improvement.
(Employee training / Customer training)

23) ............. H$m Amd§Q>Z Am¡a à~§YZ Q>r_ brS>a H$s _w»` {Oå_oXmar h¡ & [½]
(e{º$ / g§gmYZm|)
Allocating and managing __________ is main responsibility of team leader.
(power / resources)

24) .............. EH$ à^mdr H$m`© AmXV h¢ & [½]
(àíZ nyN>Zm / VH©$)
___________ is an effective work habit.
(Ask Question / Logic)

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25) h[aV H$m`© .............. H$s gwajm Am¡a nwZñ©WmnZ _| _XX H$aVm h¡ & [½]
(n`m©daU / n[apñW{V)
Green job help to protect and restore the ___________.
(Environment / situation)

26) CÚ{_Vm {dH$mg go VmËn`© .............. H$m¡eb H$mo ~‹T>mZo H$s à{H«$`m h¡ & [½]
(ì`mnma / CÚ_r)
Entrepreneurship development refers to the process of enchancing ___________
skills.
(business / entrepreneurial)

27) .............. ñàoS>erQ> H$m EH$ àH$ma h¡ & [½]
(_mBH«$mogm°âQ> EŠgob / _mBH«$mogm°âQ> dS>©)
___________ is one of the type of spread sheet.
(Microsoft excel / Microsoft word)

28) .............. ñd`§ H$s Amdí`H$Vm H$mo g_PZo Ho$ ~mao _| h¡ & [½]
(AmË_-OmJéH$Vm / AmË_-à~§YZ)
___________ is about under standing one's own need.
(Self-awareness / self-management)

29) .............. dmŠ` dh h¡ {OgH$m Ho$db EH$ hr {df` hmoVm h¡ & [½]
(gab / OQ>rb)
A ___________ sentence is one that has only one subject.
(simple / complex)

30) dmŠ`m| H$m EH$ g_yh EH$ ............... ~ZmVm h¡ & [½]
(AZwÀN>oX / n¥ð>)
A group of sentences forms a ___________.
(paragraph / page)

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9
IÊS> - g
SECTION - C

bKy CÎmamË_H$ àíZ … [9 × 1 = 9]

Short answer type questions :

31) IwXam godmAm| Ho$ Xmo àH$ma {b{IE & [1]

Write the two types of retail services.

32) J«mhH$ godm _| n[adV©Z Ho$ Xmo bm^ {b{IE & [1]

Write the two advantages of change in customer services.

33) J«mhH$ go \$sS>~¡H$ boZm Š`m| _hËdnyU© h¡? [1]

Why it is important to gather feed back from customer.

34) Q>r_ dH©$ H$s Xmo {deofVmE± {b{IE & [1]

Write two features of team work.

35) Q>r_ brS>a H$s Xmo {Oå_oXm[a`m± {b{IE & [1]

Write the two responsibilities of team leader.

36) J«mhH$m| H$s AnojmAm| H$s nhMmZ H¡$go H$a|? [1]

How to identify customer expectations?

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37) ~mVMrV Ho$ Xmo bm^ {b{IE & [1]

Write two benefits of negotiations.

38) godm H$s {dídgZr`Vm H¡$go gwYmao? [1]

How to improve reliability of service?

39) J«mhH$ g§~§Y à~§YZ Ho$ Xmo bm^ {b{IE & [1]

Write two benefits of customer relationship management.

IÊS> - X

SECTION - D

{Z~§YmË_H$ àíZ (Xmo n¥ð>mo VH$ CÎma {b{IE) … [3 × 2 = 6]

Essay type questions (Write answers upto 2 pages) :

40) J«mhH$m| H$s g_ñ`mAm| go H¡$go {ZnQ>|? CXmhaUm| g{hV g_PmB`o & [2]

How to handle customer problems? Explain with examples.

AWdm/OR

J«mhH$ godm g_ñ`mAm| H$m nVm bJmZo H$s à{H«$`m na MMm© H$s{OE &

Discuss the process of spotting customer service problems.

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11
41) J«mhH$ godm gyMZm go AmnH$m Š`m VmËn`© h¡? {dñVma go MMm© H$s{OE & [2]
What do you mean by customer service information? Discuss in detail.
AWdm/OR
J«mhH$ H$mo Ëd[aV godm Am¡a Ü`mZ H¡$go àXmZ H$ao? BgHo$ MaU {b{IE &
How to provide prompt service and attention to customer? Write its steps.

42) g§Mma H$m AW© Ed§ à{H«$`m {b{IE & [2]
Write the meaning and process of communication.
AWdm/OR
J«mhH$ g§~§Y à~§YZ go AmnH$m Š`m VmËn`© h¡? J«mhH$ g§~§Y à~§YZ H$s à{H«$`m na MMm© H$s{OE &
What do you mean by Customer Relationship Management? Write the process
of Customer Relationship Management.



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