Karnataka 2nd PUC Question Bank 2026 Retail

GOVERNMENT OF KARNATAKA

Department of School Education (Pre University)
18th Cross, Malleshwaram Bengaluru- 560012
Web site: https://www.pue.karnataka.gov.in/

and

Karnataka School Education and Assessment Board
6th Cross, Malleshwaram Bengaluru- 560003
Web site: https://kseab.karnataka.gov.in/

2025 – 26 II PUC QUESTION BANK

SUBJECT CODE: 62

SUBJECT NAME: RETAIL BUSINESS

1

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[email protected]. There is no guarantee that questions from this question bank
will only appear in the examination conducted by the KSEAB Board.

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(Pre- University). The question bank is prepared for academic purpose only. No part of the
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SUBJECT- RETAIL BUSINESS 2

II PUC CHAPTERWISE MARKS ALLOUTMENT

TIME: 2HOURS: 1 5 M I N 62– RETAILBUSINESS Max Marks: 60

NUMBER OF
UNIT MARKS PAGE
UNIT NAME TEACHING
NUMBER ALLOTTED NUMBER
HOURS

1 EMPLOYABILITY SKILLS 16 12 5-11

2 RESOLVE CUSTOMER CONCERNS 18 15 12-16

3 DELIVERY OF RELIABLE SERVICES 32 24 17-22

CUSTOMER RELATIONSHIP
4 22 15 23-28
MANAGMENT

CONTINUOUS IMPROVEMENT IN
5 16 12 29-34
SERVICE

6 WORK IN TEAM & ORGANISATION 16 12 35-40

TOTAL 120 90
2025 BOARD EXAM QUESTION PAPERS
6 --- --- 41-46
(TWO PAPERS)

PREVIOUS YEAR MODEL QUESTION
7 --- --- 47-55
PAPERS (THREE PAPERS)

SUBJECT- RETAIL BUSINESS 3

2025 -26 II PUC RETAIL QUESTION BANK DEVELOPMENT
COMMITTEE
SI. DESIGNATIO NAME ADDRESS OF THE
NAME
NO. N COLLEGE
NEW FORT PU
1 ANUSHA N LECTURER COLLEGE ,CHAMRAJPETE,
BANGLORE-18
PUNITHKUMAR M NAIK SHRI MARIKAMBA GOVT PU
2 LECTURER
COLLEGE, SIRSI-581401

HARIPRASAD T M GIRLS GOVT P U COLLEGE-SIRA-
3 LECTURER
572137

MAHAMED SABEER M GOVT BOYS JUNIOR COLLEGE RC
4 LECTURER
ROAD HASSAN 573201

BHAVANA M U GOVT JUNIOR
5 LECTURER
COLLEGE,NELAMANGALA-562123

GOVT PU COLLEGE KARWAR -
6 SANTOSH MANI LECTURER
581301
UDISE CODE- 29100206403

GOVERNMENT P U ( EX-
7 NARAYANASWAMY K V LECTURER
MUNICIPAL ) COLLEGE
KANAKAPURA
BB0039- GOVERNMENT
SHASHIKALA B INDEPENDTENT PRE-UNIVERSITY
8. LECTURER
(Employability skills) COLLEGE, HOSAKOTE,
BENGALURU RURAL-562114

SUBJECT- RETAIL BUSINESS 4

EMPLOYABILITY SKILLS
UNIT-1

U- 1:- COMMUNICATION SKILLS

I. MULTIPLE CHOICE QUESTIONS:-

1. The stage of active listening does not contain, -A-
(a) Receiving
(b) Understanding
(c) Non-responding
(d) Evaluating

2. The number of basic punctuation marks used in English is, -E-
(a) 10
(b) 15
(c) 12
(d) 14

3. A word used in place of a noun is called -E-
(a) Adjective
(b) Verb
(c) Pronoun
(d) Adverb

4. An example for Adjective is -A-
(a) Small
(b) Run
(c) Think
(d) Eat

5. The basic parts of speech in the following is -E-
(a) Conjunction
(b) Preposition
(c) Interjection
(d) Adverb

6. The word that join two nouns, phrases or sentences are called, -A-
(a) Conjunction
(b) Verb
(c) Pronoun
(d) Interjection

7. Sentence can be defined as -D-

(a) A group of ideas that form a complete paragraph
(b) A group of words that communicates a complete thought
(c) A set of rules that we must follow to write correctly
(d) A set of words that contains basic punctuation marks

8. Which of these sentences is punctuated correctly? -A-
(a) Where are you going.
(b) I have a pen a notebook and a pencil.
(c) I am so happy to see you!
(d) This is my house.

SUBJECT- RETAIL BUSINESS 5

9. The subject in the sentence, “Sujatha packed the product”. -E-
(a) Sujatha
(b) packed
(c) product
(d) the

10. The object in the sentence, “Dia & Sanjay booked a cab” -E-
(a) booked
(b) a cab
(c) Dia
(d) Sanjay

11. An example for passive voice is -A-
(a) She wrote an email.
(b) The bike was sold by Mohan.
(c) The tiger was chasing the deer.
(d) Kapil made a profit on yesterday.

II. ANSWER THE FOLLOWING QUESTIONS:- ( TWO MARKS QUESTIONS)

12. Define the term Active listening & Mention it’s importance. -D-
13. What is a sentence? Give an example -E-
14. How can you define the term Phrase? Mention any two example. -A-
15. Differentiate between direct and indirect objects. -A-

III. ANSWER THE FOLLOWING QUESTIONS:- ( THREE MARKS QUESTIONS)

16. Explain the elements of communication with diagram. -A-
17. Discuss about various factors of active listening. -D-
18. Explain the stages of active listening. -A-
19. Write a note on capitalization rules with an example. -A-
20. List the types of supporting parts of speech with an example. -E-

U-2:- SELF-MANAGEMENT SKILLS

I. MULTIPLE CHOICE QUESTIONS:-

1. Motivation is derived from the word, -E-
(a) ‘Motive’
(b) ‘Motion’
(c) ‘Mot’
(d) ‘Motivate’

2. The following is not a parameter to describe an individual’s personality, -A-
(a) Self-confidence
(b) Openness
(c) Neuroticism
(d) Agreeableness

3. An extreme feeling of self-importance is, -A-
(a) Narcissistic personality disorder
(b) Borderline personality disorder
(c) Dependent personality disorder
(d) None of the above

SUBJECT- RETAIL BUSINESS 6

3. Raju has feelings of emptiness, abandonment and suicide. The type of personality disorder is,
-D-
(a) Borderline
(b) Dependent
(c) Avoidant
(d) Obsessive

II. ANSWER THE FOLLOWING QUESTIONS:- ( TWO MARKS QUESTIONS)

4. List the steps to overcome personality disorders. -E-
5. Differentiate between Intrinsic and Extrinsic motivation. -A-
6. Explain the meaning of personality. -E-
7. What is stress ? and how to manage it? -A-

III. ANSWER THE FOLLOWING QUESTIONS:- ( THREE MARKS QUESTIONS)

8.List the ways to maintain positive attitude. -E-
9.How to become result oriented, explain. -D-
10. Discuss the importance of goal setting. -A-
11. Explain the steps towards self-awareness. -A-
12. Describe about FFM (Five Factor Model) with neat sketch. -A-

U-3:- INFORMATION AND COMMUNICATION TECHNOLOGY SKILLS

I. MULTIPLE CHOICE QUESTIONS:-

1. The Spreadsheet software among the following is, -E-
(a) Impress
(b) Microsoft Excel
(c) Libre office writer
(d) Libre office base

2. A _______ is an arrangement of cells in a horizontal manner. -A-
(a) column
(b) row
(c) cell
(d) worksheet

3. The file extension of spreadsheet software is, -E-
(a) .ods
(b) .odb
(c) .opt
(d) .odt

4. The correct order of steps for entering data in a spreadsheet is: -D-
(a) type the data, click the cell and press Enter.
(b) click the cell, type the data and press Enter.
(c) press Enter, click the cell and type the data.
(d) click the cell, press Enter and type the data.

5. The default alignment of numbers in a cell is, -E-
(a) Left aligned
(b) Right aligned
(c) Center aligned
(d) Randomly aligned

SUBJECT- RETAIL BUSINESS 7

6. The shortcut key to underline text in a spreadsheet is -E-
(a) Ctrl+B
(b) Ctrl+I
(c) Ctrl+L
(d) Ctrl+U

7. The feature used to perform addition in spreadsheets is, -A-
(a) Format option
(b) Charts
(c) Graphs
(d) Formula

8. The Sort option is available under the tab, -E-
(a) Data
(b) File
(c) Format
(d) Style

9. The Protect spreadsheet option is available under the menu, -E-
(a) Data
(b) File
(c) Format
(d) Tools

10. The following is not an example for presentation software, -A-
(a) Libre office calc
(b) MS power point
(c) Google slides
(d) Apple keynote

11. The correct step to save a presentation is -A-
(a) File>Save As>Type file name>Save
(b) File>Open>File name>Open
(c) File>Template>Save as Template
(d) File>Close>Save>OK

12. The step to close a presentation is, -E-
(a) File>Save As>Type file name>Save
(b) File>Exit
(c) File>Close
(d) File>Export

13. The procedure for printing a presentation? -A-
(a) File>Print
(b) File>Print>Handout
(c) File>Print>Handout>OK
(d) File>OK

14. The shortcut key to get the new slide in the impress is -E-
(a) Ctrl+M
(b) Ctrl+ N
(c) Ctrl+ L
(d) Ctrl+ U

II. ANSWER THE FOLLOWING QUESTIONS:- ( TWO MARKS QUESTIONS)

15. List popular spreadsheet softwares. -E-
16. Differentiate between Worksheet & Workbook. -A-
17. Discuss the advantages of presentation software. -A-
18. List various presentation softwares -E-
19. Mention the steps to insert an image in the impress software. -D-

SUBJECT- RETAIL BUSINESS 8

III. ANSWER THE FOLLOWING QUESTIONS:- ( THREE MARKS QUESTIONS)

20. Explain the components of spreadsheet. -A-
21. Discuss the three ways for high lighting the text in the spreadsheet. -A-
22. Explain the steps to protect a spreadsheet with password. -D-

U-4:- ENTREPRENEURSHIP SKILLS

I. MULTIPLE CHOICE QUESTIONS:-

1. The word ‘Entrepreneur’ is derived from the French word, -E-
(a) Entrepreneurship
(b) Entreprendre
(c) Entrepren
(d) Entrenum

2. Shravan tries new ideas as a tailor in a garment factory. He is a/an _______. -A-
(a) Entrepreneur
(b) Wage employed person
(c) Labourer
(d) Unskilled worker

3. Prashant works for Surabhi, who is a businesswoman. Prashant is an __________. -A-
(a) Entrepreneur
(b) Wage employed person
(c) Skilled worker
(d) Businessman

4. The ability to continue to do something, even when it is difficult is called ____________. -A-
(a) Initiative
(b) Organizational skills
(c) Perseverance
(d) Decisiveness

5. The ability to act in a situation before others do is ______________. -A-
(a) Initiative
(b) Organizational skills
(c) Perseverance
(d) Decisiveness

6. The ability to work with others is ______________. -E-
(a) Organizational skills
(b) Interpersonal skills
(c) Initiative
(d) Perseverance

II. ANSWER THE FOLLOWING QUESTIONS:- ( TWO MARKS QUESTIONS)

7. Write the characteristics of an Entrepreneurship. -E-
8. Discuss the qualities that motivate an entrepreneur. -A-
9. List the Environmental barriers to an Entrepreneurship. -A-
10. Mention the schemes, the Indian Government has come up to help small scale entrepreneurs to gain
capital.

-A-

SUBJECT- RETAIL BUSINESS 9

III. ANSWER THE FOLLOWING QUESTIONS:- ( THREE MARKS QUESTIONS)

11. Explain the qualities of a successful Entrepreneur. -D-
12. Explain any three types of Entrepreneurs. -A-
13. List the major functions performed by an entrepreneur. -E-
14. Discuss about attitudes of an entrepreneur. -A-
15. What is Time management? and what it includes? -A-
16. Define the following (a) Goal setting (b) Efficiency (c) Managing quality -A-

U-5:- GREEN SKILLS

I. MULTIPLE CHOICE QUESTIONS:-

1. UNEP stands for -E-
(a) United Nations Environment Program
(b) United Nations Entrepreneur Program
(c) United Nepal Environment Program
(d) Under North American Environment Program

2. Rita’s children fall sick very often. They have cold and cough every month. What should Rita do?
-A-
(a) Grow organic food in kitchen garden
(b) Use air purifiers with HEPA filters
(c) Keep them inside the house all the time
(d) Paint her house with non-VOC paint

3. Jaanvi’s children have grown up. They have a lot of clothes that are too small for them now. What should
Jaanvi do with these old clothes? -A-
(a) Throw them in the trash can
(b) Burn them
(c) Keep using them even though they are too small
(d) Donate them or make bags out of them

4. The Government of India launched the National Action Plan on Climate Change (
NAPCC) in -E-

(a) June 2003
(b) June 2008
(c) June 2010
(d) July 2008

5. There is a garbage bin in your canteen and it, generally, gets filled beyond capacity every day. What
should you do?
(i) Ask the canteen management to get a bigger bin
(ii) Suggest ways to reduce the amount of garbage collected
(iii) Throw garbage on the floor and walk away
(iv) Talk to your friends about the problem -A-

(a) (i), (ii), (iii)
(b) (i), (ii)
(c) (i), (iii), (iv)
(d) (i), (iv)

SUBJECT- RETAIL BUSINESS 10

6. In a steel factory, a lot of utensils are being made. The manager finds a number of
defective pieces, which have to be discarded. How can the person minimize the waste?
-A-
(a) Give it to kabaadiwala or scrapdealer
(b) Dump it in a landfill site
(c) Send it back to the production line — to be melted
(d) Sell it in market

II. ANSWER THE FOLLOWING QUESTIONS:- ( TWO MARKS QUESTIONS)

7. List the benefits of Green jobs. -E-
8. Define the term Ecosystem & mention it’s importance. -A-

III. ANSWER THE FOLLOWING QUESTIONS:- ( THREE MARKS QUESTIONS)

9. Explain about Green jobs in various industries/sectors. -A-
10. How to minimize the waste & pollution, Explain.

SUBJECT- RETAIL BUSINESS 11

UNIT 1: RESOLVE CUSTOMER CONCERNS

SESSION 1: IDENTIFYING AND LISTENING TO CUSTOMER’S PROBLEMS

I.Multiple Choice Questions: MCQ

1. CRM is focused to, E
a) Management
b) Customer
c) Creditors
d) wholesaler
2. Which one of these is not a source of identifying customer problem by the retailer?
E
a) Feedback of sales Associate
b) Customer meet
c) Social group
d) Executives meet
3. The retailer should not point their fingers at other, (Exam-1, 2_2024-25)E
a) employee
b) customer
c) creditors
d) consumer

4. Open-ended question is good for defining issues classifying, and
gathering__________. D
a) Knowledge
b) Criticisms
c) Information
d) complaints
5. Closed ended question encourage a short or________answer. E
a) Two word
b) Three word
c) Single word
d) Many word

II. Answer the following questions. (Two- mark questions)
1.What do you mean by open-ended question? E
2.What do you mean by close-ended question? E
3.Give two examples on open-ended questions. E (Exam-3_2024-25)
4..Give two examples on close-ended questions. A
5.What is the duties of sales Associates? A
6. What are the tools for identifying customer problem? E

III. Answer the following questions. (Three-mark questions)

1.What are the benefits of listening carefully to the problems of customers? A
2.Discuss about do’s and dont’s in dealing with the problems of customers. A
3.Mention the seven-steps for an effective problem- solving process. A

SUBJECT- RETAIL BUSINESS 12

IV. Answer the following questions. (Six-mark questions)

1.What are the sources of identifying customers’ problems? D (Exam-2_2024-25)
2.What are the guidelines to identify the problems of customers? A
3. Explain the steps for an effective problem solving process.

SESSION-2 : ORGANIZATIONAL PROCEDURES TO DEAL WITH

CUSTOMERS’ PROBLEMS.

I. Multiple Choice Questions: MCQ
1. Some customers arrive at retailer’s outlet having some problems because, E
a) Their expectations towards product, service or ambience have not been met.
b) To release their anger after dissatisfaction
c) The gap between standard and actual service claimed
d) All of the above
2. When customers have problems, they reach to complain at retailer’s outlet with one or
more of the following postures- A
a) Harshness
b) Lack of cordial social skills to communicate properly
c) Uneasiness
d) All of the above
3. The following is/are not included in steps in dealing with the customers’problem. D
a) Pay attention cautiously to what the customer has to say and let
themresolve
b) Make an apology without blaming
c) Ask questions in helpful and concerned manner
d) Request the customers, what solution would be suitable to them?

II. Answer the following questions. (Two- mark questions)

1.What do you mean by put yourself in customer’s shoes? E
2.Why customer does not lodge a complaint with retailers? A

III. Answer the following questions. (Three-mark questions)
1. What are the guidelines to resolve customers problems. E
2. How customers portray when they arrive store with their problems. A
3. List some of the customers problems. E

SUBJECT- RETAIL BUSINESS 13

IV. Answer the following questions. (Six-mark questions)
1. Explain the steps to deal with customers problems. D
2. Explain the rules for handling customers problems in organized way. A(Exam-1_2024-25)
3. What are the steps ,which help to deal with customer’s problem. A

SESSION-3: NEGOTIATE TO REASSURE CUSTOMERS

I. Multiple Choice Questions: MCQ
1. Any retailer can impress customer and build customer __________ by sorting
out their problem. E
a) brand loyalty
b) loyalty
c) service loyalty
d) credit loyalty
2. Sales Associate are responsible for correcting follow up ________mistakes. E
a) delivery
b) rectification of
c) promotional
d) owner
3. Sales associate are not responsible for complaints relating to, E
a) replacement of damaged goods
b) sending acknowledgement letter
c) specific product complaint
d) All of the above
4. Understand the limit of own when sales associate need permission from other E
a) Responsibility
b) Rights
c) Power
d) Authority
5. The first in negotiating with customer is to them whether they are
angry or calm. (Exam-1_2024-25)A
a) listen
b) appeal
c) respond
d) Shouting

SUBJECT- RETAIL BUSINESS 14

II. Answer the following questions. (Two- mark questions)
1. What is Negotiation skills? (Exam-3_2024-25) E
2. What do you mean by reassuring customer? E
3. T he sales associate is responsible for which complaint? E
4. Why sales associate has to express sympathy with customer when
complaints are lodged? D
5. Give two instances of resolving complaints. A

III. Answer the following questions. (Three-mark questions)
1. Explain the steps to respond customers. E
2. Discuss how to resolve customers’ complaints. A
3. Explain the two types of customer handling. A

IV. Answer the following questions. (Six-mark questions)
1. Explain the benefits of negotiation. (Exam-1_2024-25)A
2. How to solve customers’ problems? Explain. D
3. Explain the steps involved to negotiate with customers. A

SESSION-4 HANDLING REPEATED CUSTOMERS’ PROBLEMS
I.Multiple Choice Questions: MCQ
1. __________________ refers to word of mouth recommendation by those customers who gets solution to
their problems.
a) Retention
b) Reputation
c) Referrals
d) Loyalty A
2. _________________ is free social site.
a) Face book
b) Email
c) Telephone
d) All of the above E
3. _____________________ remains a widget for gathering feedback on product sheets.
a) Kampyle
b) User voice
c) Feedbackify
d) None of the above
4. ________________ can be installed in retailer’s site where customer can offer suggestion A

SUBJECT- RETAIL BUSINESS 15

a) User echo
b) Suggestion box
c) Feedbackify
d) All of the above E
5. The feedback helps to______________________ the customers.
a) Retain
b) Loose
c) Loyalty
d) Telephone (2024 ,2025 )E

II. Answer the following questions. (Two- mark questions)
1. What is feedback? E
2. What do you mean by referral? A
3. What is Face book? E
4. What is hard copy questionnaire? A
5. What do you mean by loyalty of customer? A
6. What is suggestion box? 2025 E
7. How to create online survey? 2024 A
8. How to identify repeated customer service problem? D

III. Answer the following questions. (Three-mark questions)
1. List the customer feedback tools ? A
2. what are the methods of dealing with customer service problem. D
3. Why feedback on solving customer problem is important? Explain. D
4. List the basic questions that can be asked by retailers to customers. A
5. Explain the methods to get feedback on solving customer problem. D

IV.Answer the following questions. (Six-mark questions)
1. Explain the Customer feedback tools. D
2. What are the benefits of feedback to solve customer problem? D
3. Explain the tips to deliver excellent customer service delivery. 2024 A
4. What are the actions should be taken when solving customer problems? A

SUBJECT- RETAIL BUSINESS 16

UNIT-2 DELIVERY OF RELIABLE SERVICE
SESSION-1 PROCEDURE AND SYSTEMS FOR DELIVERING CUSTOMER
SERVICE
I.Multiple Choice Questions: MCQ
1. Which one of these does not mean customer service?
a) Provide customer information
b) Provide after sales information
c) Storing customer information
d) All of the above A
2. Customer service provide brilliant customer amenities outside and inside
a) Customers
b) Vendor
c) Creditors
d) None of the above E
3. With the customer helping to establish rapport and begin a new relationship.
a) Interaction
b) Negotiating
c) Connecting e
d) All of the above A
4. A good service culture is built on elements of _______________ principles.
a) Team level customer service
b) Store service climate
c) On the job skill
d) None of the above A
5. Service Quality include strategies, procedures and performance
a) Management
b) Information system
c) Communication
d) Controlling system 2024 E

II. Answer the following questions. (Two- mark questions)
1. What is delivery of customer service? A
2. What are shopping products? E
3. Write the meaning of service culture? 2024 A
4. What do you mean by service quality? E
5. What is Win-Win Situation? A
6. List out any two various types of customer service? A

SUBJECT- RETAIL BUSINESS 17

7. What is positive effect of customer service? E
8. What are convenience products? Give any two examples. A

III. Answer the following questions. (Three-mark questions)
1. What are owned products? Give example. A
2. List the procedures for service delivery system. A
3. How to provide prompt attention to customers. E
4. Explain the guidelines help to respond additional workload. D
5. Explain the features of customer services. 2024 D
6. Explain the impact of customer services. A

IV.Answer the following questions. (Six-mark questions)
1. Explain the various types of products/goods? 2024 D
2. Explain the procedures for delivering customer services. D
3. List the points to be influences directly by positive & negative effect of customer services. A
4.Explain Service Delivery system. D

SESSION-2 REVIEW AND MAINTAIN CUSTOMER SERVICE DELIVERY

I.Multiple Choice Questions: MCQ
1. To maintain service levels following things need to focus.
a) Improve web self-service system.
b) Improve knowledge of customers regarding products and services.
c) Listen well.
d) All of the above A
2. The reasons as to why customer feedback remains important in the retail organization are _________.
a) Support to improve a product/service
b) Offers the top technique
c) Use to ignore customer advocates
d) Help to progress customer retention 2024 E
3. Which is not the tip for Providing Excellent Customer Service delivery.
a) Comment boxes
b) Feedback Forms
c) Social Media
d) All of the above A

SUBJECT- RETAIL BUSINESS 18

4. _______________________denotes to the entire perceived paybacks a customer imagines from a retail
outlet product/service.
a) Respect customers.
b) Listen carelessly to customers
c) Be responsive to customers.
d) Take regular feedback. E
5. Following are few recommendations as to in what way to share customer feedback with others:
a) Online Reviews
b) Customer Meet
c) The Notice Board
d) All of the above A

II. Answer the following questions. (Two- mark questions)
1. What is customer feedback? E
2. What do you mean by online reviews? E
3. How to maintain service delivery? A
4. How to meet customer expectations? 2024 A
5. Define Service. A

III. Answer the following questions. (Three-mark questions)
1. Explain the various situations to handle by retailers to maintain service delivery. D
2. List the points to manage time with customers to solve customer problem. A
3. List the best practices to improve reliability of customer services. A
4. What are the six reasons why customer feedback is important? D
5. List the ways of getting customer feedback to others. A

IV.Answer the following questions. (Six-mark questions)
1.Explain the ways to communicate customers feedback to others. D
2. Discuss the importance of customer feedback. D
3.Mention the tips for providing excellent customer service delivery. D
4. How to manage time with customer to solve customer problem? D

SUBJECT- RETAIL BUSINESS 19

SESSION 3: RECORDING OF CUSTOMER SERVICE INFORMATION

I.Multiple Choice Questions: MCQ
1.Customer service refers to meeting the desires and wants of a E
a) retailer b) wholesaler
c) customer d) All of the above

2. Which one is not a characteristic of customer service information? E
a) Promptness b) Updating information
c) Accuracy d) None of the above

3. ----------------------give an opportunity to gather customer information for general enquiries. E
a) Warranty cards b) Feedback
c) Enquiries d) Company Website

4. Retail organization can use a -------------------to gather customer information over a ‘contact us’ form for
general enquiries. E
a) feedback b) warranty card
c) website d) None of the above

5. Retailers can use to gather and store customer information. E
a) warranty card b) enquiries
c) feedback d) All of the above

II. Answer the following questions. (Two- mark questions)
1) Define warranty Card. E
2) What is Order form? A
3) Define Customer service. A
4) What is Customer relationship Management (CRM)? E
5) Give the meaning of Customer Feedback. A
6) What you mean by Customer satisfaction Survey? D
7) Define CRM Software. D
8) What is the use of company website?. A
9) What is customer reward program? A
10) What are the benefits of customer service information? A
11) What is data ware house? D

SUBJECT- RETAIL BUSINESS 20

III. Answer the following questions. (Three-mark questions)
1) What are the various structure for providing customer service? D
2) How to store customer data? A
3) What are the characteristics of customer service? E
4) Discuss the outcome of customer service. A

IV.Answer the following questions. (Six-mark questions)
1) Demonstrate the storing of customer service Information. A
2) Explain the methods of collection of customer service Information. E
3) Explain the procedure of delivering customer service. A

SESSION 4: LEGAL REQUIREMENTS FOR STORAGE OF DATA

I.Multiple Choice Questions: MCQ
1. _________________denotes to set of privacy regulations, policies and process for storing customer
information. E
a) Information centric b) Storage of data
c) Information technology d) All of the above

2. Companies cannot sell the customer data to other A
a) Organization b) Government
c) Local bodies d) None of the above

3. Disclosure of customer evidence to a third event requires preceding written accord of the E
a) company b) customer
c) government d) All of the above

4. Payment ------------------- facilities the transfer as data between a payment gateway and the retail store. E
a) process b) gateways
c) Both a & b d) None of the above

5. Information should also be ------------------protected. A
a) computer b) well
c) password d) All of the above

SUBJECT- RETAIL BUSINESS 21

II. Answer the following questions. (Two- mark questions)
1) What you mean by legal storage of data? D
2) What is the guidelines for storage of data? A
3) What is payment gateway? A
4) Define private policy. A
5) What are the precaution for storing the data? D

III. Answer the following questions. (Three-mark questions)
1) Discuss the importance of storage of data. E
2) Describe the law for storage of data on retail marketing. D
3) Explain the precautions for storage of customer information. D
4) What are the legal requirements of storing of data? A

IV.Answer the following questions. (Six-mark questions)
1) Discuss the various aspects of storing of data. A
2) Explain the importance of legal aspects for storage of data in retail. D
3) What is importance of storage of customer data? A

SUBJECT- RETAIL BUSINESS 22

UNIT 3: CUSTOMER RELATIONSHIP MANAGEMENT

SESSION 1: MAXIMIZE SALES AND MAINTAIN RELATIONSHIP

I.Multiple Choice Questions: MCQ

1.___________refers to collecting information about the customers. E
a) Data bank
b) Primary bank
c) Secondary bank
d) All of the above

2.CRM enables to understand the needs. A
a)owners
b)creditors
c)customers
d)None of the above

3..The retailer has to approach customer through point or ____________media. E
a) outdoor
b) indoor
c) Digital
d) All of the above

4..CRM system contains of view and study of present and future
customers. A
a)historical
b)futuristic
c)past
d)None of the above

5.The process of CRM starts with a customer. A
a)locating
b)identifying
c)researching
d)All of the above

SUBJECT- RETAIL BUSINESS 23

II. Answer the following questions. (Two- mark questions)
1) What are the ways to solve customer problems? A
2) Why CRM is cost effective? D
3) Define sale. E
4) Why is maintaining a relationship with customer important for increasing sales? D
5) What does CRM stand for and what its focus? A
6) What do you mean by opening a data bank? D
7) How CRM reduce process time? D
8) What is CRM? E
9) Define E-CRM. E
10) Mention the components of customer relationship management. A
11) What is sales force automation? E
12) What is customer service? E

III. Answer the following questions. (Three-mark questions)
1) Mention the various ways to increase the sales. E
2) Explain the various steps involved in CRM process. A
3) Explain role of E_CRM in the contempory period. A
4) What are the benefits of CRM implementation. A
5) Mention the various steps involved in CRM process. D

IV.Answer the following questions. (Six-mark questions)
1) Define CRM ,explain the benefits of CRM implementation. E
2) Define E-CRM , explain how it is different from CRM. A
3) Explain some components of customer relationship management. D
4) What are the components of CRM? A
5) List out the process of CRM. A
6) What are the difference between CRM and E-CRM? D

SESSION -2 BALANCE THE NEEDS OF CUSTOMER AND ORGANIZATION

I.Multiple Choice Questions: MCQ
1. CRM is focussed to 2024-25 E
a) Management b) Customer
c) Creditors d) Producers

SUBJECT- RETAIL BUSINESS 24

2. CRM comes with management of sales, customer care reports and ______. A
a) Selling b) Buying
c) Marketing d) None of the above
3.Each customer will have a different perception of what customer service means to Him/Her. A
a) Meet customer’s needs b) Meet customer outlooks
c) Falling to meet expectations d) All of the above
4. Data base helps in identifying the utmost valuable . A
a) Customer b) Stakeholder
c)Creditors d) All of the above
5.Maintain continuous relationships by____ with the customers. A
a)Stay in touch b)Welcome complaints
c)Loyalty programs d)Ask for feedback

II. Answer the following questions. (Two- mark questions)
1.How to meet customer expectation with company offer? A
2.What do you mean by empathy? E
3.Define customer retention. A
4.What are the benefits for having alternative solution? A
5.How data base helps retain customer? A
6. What is Empathy? E
7.How to meet customer expectation with company offer? E
III. Answer the following questions. (Three-mark questions)
1.Mention the ways to retain customers. 2024-25 A
2.Explain how to efforts to improve relationship with customer. D
3. What are the need for customer retention? D

IV.Answer the following questions. (Six-mark questions)
1.Explain needs for customer retention. D
2.Explain what solution we can offer when customer expectations are not meet. A
3. What are the Reasons of Customer not meeting with expectation? D
4. Explain the ways to retain customer. D
5. What are the alternative solution to satisfy customer expectation? D

SUBJECT- RETAIL BUSINESS 25

SESSION -3 CUSTOMER EXPECTATIONS TO DEVOLOP RELATIONSHIP

I.Multiple Choice Questions: MCQ
1. the retail sales persons in customer service and sales skills. A
a) Educate
b) Train
c) Both ‘a’ and ‘b’
d) None of the above
2. the sales person to increase their knowledge in other area of retailing.
A
a) Transfer
b) Promote
c) Rotate
d) All of the above
3. Encourage the sales person and . A
a) team work
b) owners
c) creditors
d) None of the above
4. Strengthen collecting and customer information system A
a) editing
b) storing
c) analysis
d) All of the above
5. Develop a customer profile to understand needs of
customer. A
a) chart
b) record
c) book
d) None of the above

II. Answer the following questions. (Two- mark questions)
1.What do you mean by expectation? E
2.Define customer expectation. E
3.How to connect with your customer? A

SUBJECT- RETAIL BUSINESS 26

III. Answer the following questions. (Three-mark questions)
1.Explain the efforts to improve relationship with customer. D
2.How to support customer to meet customer expectation? A
3. What are the ways to exceed customer expectation? A

IV.Answer the following questions. (Six-mark questions)
1.Briefly explain the reason for not meeting the customer expectation. 2024-25 D
2.Explain what solution we can offer when customer expectation are not meet. 2024-25 D
3. How to develop customer loyalty to retain in the business? D

SESSION-4 EFFECTIVE COMMUNICATION

I.Multiple Choice Questions: MCQ
1. Communication is the job of conveying . 2025-24 A
a) Training
b) Information
c) Knowledge
d) Message
2. The conversation of information or transitory of information, thought from one
individual to other is . E
a) Communication
b) Information
c) Messaging
d) None of the above
3. When the messages are shared by using any speech or written modes to transfer
the information is known as . A
a) Non-verbal communication
b) Oral Communication
c) Verbal Communication
d) None of the above
4. When men and women consume different ways of thinking and
communicating, can be said as . E
a) Cultural barrier
b) Physical barrier
c) Gender barrier
d) None of the above

SUBJECT- RETAIL BUSINESS 27

5. An important advantage of method is a cheap, quick and
efficient means of communication. A
a) Online communication
b) Face-to-face communication
c) Oral Communication
d) None of the above

II. Answer the following questions. (Two- mark questions)
1.What is Communication? 2024-25 A
2.Who is Sender? E
3.Who is receiver? 2024-25 E
4.What is Feedback A
5.What is Message? E
6.What is Notice board? A
7.Give 4 examples on social media. 2024-25 A
8.What do you mean by face-to-face communication? A
9. Define Staffing. A
10. What is Online Reviews? E
11. What is Social media? E

III. Answer the following questions. (Three-mark questions)
1.Draw the chart on process of communication. A
2.List the importance of communicating information to customers in retail store. 2024 -25 A
3. Explain the process of communication. E
4. How to Communicate Information to the Customer? A
IV.Answer the following questions. (Six-mark questions)
1.Explain the effective use of on communication while deal with customer in the retail store. A
2. What are the importance of communicating information to customers in retail industry? D
3.Explain the ways to share customer feedback to others? D
4. Explain how to communicate information to customer. D
5. Explain process of communication with the diagram. D

SUBJECT- RETAIL BUSINESS 28

UNIT 4: Continuous Improvement in Service
SESSION 1: Improvement in Customer Service

I.Multiple Choice Questions: MCQ
1. "Dealing with the problems encountered in the product sold to the customer" is the defined in which of the
quality. A
a) Assurance
b) Tangibility
c) Reliability
d) All of the above
2. Which is the quality that is called as the ability of staff to have needed knowledge to perform the service
with trust and confidence. E
a) Assurance
b) Tangibility
c) Reliability
d) None of the above
3. Which is the quality that is defined as having sufficient resources needed for providing the service to
customers. A
a) Tangibility
b) Empathy
c) Responsiveness
d) All the above
4. "These arrangements often include office equipment, Internet access and receptionist services." In which
heading does this common cost defined? E
a) Equipment, maintenance and upgrades.
b) Communication/Electronic Media
c) Manpower
d) None of the above
5. "The maintenance and upgrade of the service equipment is also very vital to happen the necessities of the
customers. “In which heading does this common cost defined? A
a) Equipment, maintenance and upgrades
b) Communication/Electronic Media
c) Manpower
d) All of the above

SUBJECT- RETAIL BUSINESS 29

II. Answer the following questions. (Two- mark questions)
1) Define customer service. E 2024
2) Give the meaning of customer feedback. E 2025
3) What is the meaning of change? E
4) What is customer disruption in service staff? A
5) Differentiate between customer sympathy and customer gratification. A
6) What do you mean by customer incentives? Give one example. E
7)Write any two skills need to be adopted by staff. D

III. Answer the following questions. (Three-mark questions)
1) The retailer has to work as a link between wholesaler & customer. If you agree with the statement, justify
your answer with services to consumers. A
2) Explain the pre-requisites for effective customer service. E
3) As a retail staff member you have to interact with the customers. To improve your interaction skills with
the customers, name some of the tips you would follow. A

IV.Answer the following questions. (Six-mark questions)
1) ‘Change is constant in businesses. Justify the statement by various types of changes. D
2) There are various forms of collecting feedback from customers, explain them in brief. A 2024
3) Elaborate on the reasons for the gap between retailer services & customer expectations. D
4) How does service quality influence customer satisfaction? E
5) What are the various forms of gathering feedback from customers? Explain in brief. E 2025

SESSION 2: Mechanism for Implementation of Changes

I.Multiple Choice Questions: MCQ
1. In which Performance meter the keeping of records of customer procurement in system can easily measure.
a) Customer loyalty E
b) Customer Satisfaction
c) Team Level customer service
d) All the above
2. Under which heading of the performance is a meter influenced by individual customer service performance.
a) Customer loyalty A
b) Customer Satisfaction
c) Team Level customer service
d) None of the above

SUBJECT- RETAIL BUSINESS 30

3. In which performance meter workers understand that higher customer facility is anticipated, rewarded and
predictable. E
a) Local competition
b) Store service climate
c) Customer Satisfaction
d) None of the above
4. In which performance meter extra knowledgeable employees are healthy equipped for their occupation. A
a) Team Level customer service
b) Store service climate
c) On the job experience
d) All the above
5. People with in which performance meter will examine faster absorb extra records and simplify
understanding extra professionally. E
a) Extraversion
b) Conscientiousness
c) Cognitive Abilities
d) None of the above

II. Answer the following questions. (Two- mark questions)
1) What is word of mouth mechanism? E
2) Define service delivery. A
3) Give the meaning of conscientiousness. A
4) Write the meaning of organizational climate. E

III. Answer the following questions. (Three-mark questions)
1) How do you inform customers about changes? Explain them in brief. A
2) While implementation of authorized changes, some questions will arise. Write them in brief. D

IV.Answer the following questions. (Six-mark questions)
1) Discuss the mechanism for customer influence. E
2) How would you measure the customer service performance? Explain each in brief. A

SUBJECT- RETAIL BUSINESS 31

SESSION 3 - Promote Continuous Improvement

I.Multiple Choice Questions: MCQ
1. In which method the Customers are invited to fill out response cards at the retail store or proceeds them
home. E
a) Survey Organizations
b) Response Card
c) Customer Incentives
d) All the above
2. Which method will help for expansion of business in other geographical areas? A
a) Social Media
b) Talking to Customers
c) Survey Organizations
d) None of the above
3. The method in which there will be a link included in a mail or website. E
a) Social Media
b) Survey Organizations
c) Online survey
d) None of the above
4. The method will reach out to big numbers of persons rapidly is: E
a) Talking to Customers
b) Survey Organizations
c) Social Media
d) All the above
5. These are the topographies customers typically like that are stated regularly and definitely are in which of
the Quadrant. A
a) Key Flaws
b) Key Strengths
c) Other Flaws
a) All the above

II. Answer the following questions. (Two- mark questions)
1) How a small retail business sell their goods & services to customers effectively? E
2) What do you mean by analyzing & interpreting? A
3) Define response card. E 2024
4) Describe social media in your words. E 2024
5) Write the meaning of flaws. A
6) Write the meaning of improvement. A

SUBJECT- RETAIL BUSINESS 32

III. Answer the following questions. (Three-mark questions)
1) Explain the various strategies of studying the collected customer feedback. A 2024
2) Split the data into four quarters and support each quarter with precise achievement. D

IV.Answer the following questions. (Six-mark questions)
1) Explain the pros & cons of changes. E
2) How would you identify the opportunities for improvements? Write the strategies to improve customer
service? D
3) State the importance of collecting & recording customer feedback. A 2024 - 2025

SESSION 4 : IMPROVE CHANGES IN SERVICE COUNTER

I.Multiple Choice Questions: MCQ
1. Following are the changes to improve services. A
a) Delight your Customers Right
b) Don’t be rude– Respect the Customers
c) Always Snoop – Hear What Customers Are Addressing
d) All of the above
2. Which is not the impact of change in services discussed below: E
a) Outdating
b) Create new opportunities
c) Increase innovation
d) Increase efficiency
3. Respond the customer’s and always be prepared to provide a distinct offer or reduction with the confidence
of encouraging the customer to purchase more. A
a) quickly
b) enthusiastically
c) Both a) and b)
d) None of the above
4. Organize this plan into three portions E
a) Make the customers happy
b) Involves, stability and a personal touch
c) Never let customers forget the service by follow up effectively
d) All of the above

SUBJECT- RETAIL BUSINESS 33

II. Answer the following questions. (Two- mark questions)
1.What is the importance of saying "Thank You" to customers? A
2. Why transparency is important in retail services? A
3.What do you mean by “The customer is always right”? D
4. What is innovations? E
5. How does updating services create new opportunities for a retailer? E
6. Explain Delight customers rights. E

II. Answer the following questions. (Three-mark questions)
1.Mention the impact of change in service on business. 2024-24 MQP 2025-March A
2.Define “Delight Customers Right” in the context of service counters. E
3. Analyse how adopting new technology and innovation can help a retail business grow and
stay competitive. D

IV.Answer the following questions. (Six-mark questions)
1.Discuss in detail any five changes to improve customer service in retail. A
2. Explain the impact of change in service on business. D

SUBJECT- RETAIL BUSINESS 34

Unit 5 : Work In Team and Organizations
SESSION 1: Organization Standards for Appearance and Behavior

I.Multiple Choice Questions: MCQ

1.Which department determines appearance standards for staff in a retail organization? A

A) Finance B) Personnel

C) Sales D) Logistics

2. Encourage the sale person and 2025-March E
a) Team work b) Owner
c) Creditor d) Record

3. Acceptable personal growing and proper attire are circumstances of 2024-25 MQP A
a) Employment b)Recruitment

c)Selection d)Store

4.What is essential for all direct and indirect staff while on duty? E

A) Carrying ID cards B) Wearing hats

C) Carrying mobile phones D) Wearing high heels

5. When is smoking permitted for retail staff? D

A) During lunch break B) While interacting with customers

C) Never D) Outside store premises

II. Answer the following questions. (Two- mark questions)

1. How retail workers should dress in retail store? 2024-25 MQP A
2.What is Body language? 2024-25 MQP A
3. What is Dresscode? E
4. Explain the various standards of appearance. E

III. Answer the following questions. (Three-mark questions)
1. Name three items included on an employee ID card in a retail organization. E

2.Explain three points of appropriate behavior when dealing with customers. A

3. .Explain three points of appropriate behavior when dealing with superiors. A

SUBJECT- RETAIL BUSINESS 35

4. Explain three points of appropriate behavior when dealing with colleagues. A

IV.Answer the following questions. (Six-mark questions)
1. List the precautions takes by male and female staff regarding their appearance. 2024-24 MQP
2025- March A
2. Explain the behavior aspects in dealing with superior and colleagues. 2024-25 MQP E
3. How to deal with customer? E
4.What are the precautions should taken by female staff regarding appearance and behaviour? D

SESSION 2: SUPPORT TEAMWORK

I.Multiple Choice Questions: MCQ

1.Team work in important to achieve for the following targets, 2024-25 MQP D
a) Limited training b) making losses

c ) increase productivity d) time maximization

2.Who safeguards the smooth operation of the team? E

a) Manager b) Team leader

c) Customer d) Sales associate

3.Team members in retail are expected to: A

a) Only follow leader’s orders b) Give honest feedback and cooperate

c) Work in Team d) Ignore team’s goals

4. Some of the key characteristics of effective teams:
a) Not altogether, teams are fruitful at what they prepare.
b) Possibly retail business organization have functioned continuously in team that
utilized ample time discussion on accurate decisions.
c) The team members not taking fair sharing of the work, which would be
unsuccessful for taking decisions.
d) All of the above
5.Team member performs the following responsibilities and duties:
a)Team leader safeguards smooth and actual actions of the team.
b)He implements the changes recommended by the team.
c) Both a) and b)
d)None of the above

SUBJECT- RETAIL BUSINESS 36

6.Which is not the responsibilities and duties of facilitator:
a) Facilitator does not support the team leader for helping the team for the period
of early stages.
b) He deeds resources to the team.
c) He affords feedback to the team regarding the success of team process.
d) Facilitator is not a participant of the team.
7.There are the four ways to developments of effective work habits are follows:
a)Ask questions and plan and organize work place information
b) Priorities and complete task
c)Balancing the work and personal priorities
d)All of the above
8.The effective work habits will lead the team for conducting highly effective programme of the
retail business organization. Which is not the that habit?
a) Passive participation of local retail businesses.
b) Utilize labor market information to determination quality decisions.
c) Extravagance education similar to a job.
d) Attach people to develop careers.

II. Answer the following questions. (Two- mark questions)
1.Give the meaning of bullying. 2024-25 MQP A
2. What is Team work in retailing? 2024-25 MQP E
3. What the anti-discrimination laws are designed for each men or women discrimination. D
4. What is Sexual harassment? E

III. Answer the following questions. (Three-mark questions)
1.List three features of an effective team work.. E
2.What are the ways to develop the effective work habits. A
3. What are the responsibilities of a Team Member? March 2025 E
4. What are the responsibilities of a Team Leader? E

IV.Answer the following questions. (Six-mark questions)
1.Explain the responsibilities of team leaders and team members in Retail. 2024-25 MQP 2025-
March A
2. What are four ways to develop the effective work habits? D

SUBJECT- RETAIL BUSINESS 37

SESSION 3: WORK EFFECTIVELY IN RETAIL ORGANIZATION

I.Multiple choice questions:MCQ

1. Which of the succeeding is the right of an employee? E
a) Written agreement for job
b) Casual leave
c) Good working condition
d) All of the above
2. While employed in a retail organization employee has some
responsibilities upon him/her. Some of them are as follows: A
a) Making a sale
b) Customer complaints handling
c) Customer Returns and Exchanges
d) All of the above
3. It is the accountability of the proprietor to safeguard that his/her workers,
especially workers, are protected though at work. A
a) Female
b) Male
c) Transgender
d) None of them
4. Sexual harassment is disciplinary below the __________. E
a) Indian Legal Code
b) Indian Penal Code
c) Both a) and b)
d) None of the above
5. T h e superannuation benefit pattern that is existing to all salaried workforce. A
a) Health and Safety
b) Employee’s Provident Fund (EPF)
c) Gratuity
d) Maternity benefit

II. Answer the following questions. (Two- mark questions)
1. What is Maternity Leave? E
2. What is Gratuity? E
3. What is Provident Fund? E
4. What is EPF? E

SUBJECT- RETAIL BUSINESS 38

III. Answer the following questions. (Three-mark questions)
1. How to support the team for effective work environment in the organization? A
2. As a sales associate,what knowledge is required in teamwork? A
3. What are the ability required for a sales associate in the teamwork? A

IV.Answer the following questions. (Six-mark questions)
1. Explain the rights & Privilege of an employee . A
2. Briefly explain the skills required for sales associate in retail store. D
3. What are the responsibilities of an employee? D
4. List some career prospects in retailing, D
5. What are the Knowledge Required for Sales Associate? D

SESSION 4: TEAM AIMS AND TARGETS

I. Multiple choice questions:MCQ

1. Teamwork is important to achieve for the following targets: A
a) Training
b) Productivity
c) Engagement
d) All of the above
2. Retail business profitability depends on the amount of sales as well as
appropriate . A
a) spending on overhead expenses
b) income from overheads
c) both a) and b)
d) None of the above
3. Finally, profitability of retail unit is,obtained through financial outcome such as E
a) sales amount /volume,
b) return on investment (ROI),
c) profit margin and retailer unique profitable capabilities
d) All of the above
4. Every retail unit requires _________for running retail business. E
a) material
b) human force
c) machine
d) None of the above

SUBJECT- RETAIL BUSINESS 39

5. decisions form a basic component of a retailer strategy. A
a) Financial
b) Cost
c) Both a) and b)
d) None of the above

II. Answer the following questions. (Two- mark questions)
1.List the vales of a team member. March 2025 E
2.What are the actions to be taken for completing goals? A
3. What is Conceptual Skill? A
4. What is Communication Skill? A
5. What is Interpersonal Skill? A
6. What is Effectiveness Skill? A
7. Explain the concept of work in a team. A
8. What are the values of Team Member? E
9. What is Mobilizing Finances? E

III. Answer the following questions. (Three-mark questions)
1. What are the five key performance objectives in Team? A
2. How teamwork is important to achieve target in retailing? explain . A
3. What are the tools and techniques available to set team performance target? E
4. Explain the features of the Goal. D
5. What are the actions to be taken for completing goals? A

IV.Answer the following questions. (Six-mark questions)
1.Briefly explain the skills required to complete the goal in an organization. D
2. What are the marketing activities required to work as a Team? D

SUBJECT- RETAIL BUSINESS 40

EXAM -1/ MARCH -2025
SUBJECT :RETAIL BUSINESS Subject Code :62 (NS)

Time : 2 Hours 15 Minutes] [Total No. of questions : 37] [Max. Marks : 60]

Instructions :
1. This question paper consists of 37 objectives and subjective types of questions. Follow the instruction.
2. Figures in the right hand margin indicate maximum marks for the question and the number of question to
be attended.
3. The maximum time to answer the paper is given at the top of the question paper. It includes 15 minutes for
reading the question paper.
4. Question paper is prepared for 60 marks during evaluation marks obtained by the students will be
converted into 50%.
5. For PART – ‘A’ questions only the first written answer will be considered for evaluation.
6. This question paper consists of questions related to “Employability Skills”, this questions are given in
English version only. Answer these questions in English only.

PART – A

I.CHOOSE THE CORRECT ANSWER : (10 × 1 = 10)

1) Every effective conversation starts with
a) Reading b) Listening
c) Questioning d) Writing
2) This is the short-cut key for ‘cut’ option in spreadsheet.
a) Ctrl + C b) Ctrl + S
c) Ctrl + V d) Ctrl + X
3) The retailer should not point their fingers at other
a) Employee b) Customer
c) Creditors d) None of the above-8-
4) The first in negotiating with customers is to ______________ them whether they are angry or calm.
a) Appeal b) Listen
c) Respond d) Shouting
5) The feedback helps to ______________ the customers.
a) Retain b) Loose
c) Loyalty d) Telephone
6) Customer service refers to meeting the desires and wants of a
a) Retailer b) Wholesaler
c) Customer d) Accuracy

SUBJECT- RETAIL BUSINESS 41

7) Companies cannot sell the customer data to other.
a) Organization b) Government
c) Local bodies d) Customer
8) Service quality includes strategies, procedure and performance of
a) Exchange information b) Information system
c) Communication d) Management
9) Database helps in identify the utmost valuable
a) Customer b) Stakeholder
c) Creditors d) Report
10) Encourage the sales person and
a) Team work b) Owners
c) Creditors d) Record

PART – B

II. Answer any ten of the following questions : (10 × 2 = 20)
11) What is Stress?
12) List the types of Spreadsheets.
13) Write any two benefits of negotiation.
14) What is Suggestion Box?
15) Explain Customer Feedback.
16) Write any four examples for shopping products.
17) What is CRM?
18) What are the efforts to improve relationship with customers?
19) What is Customer Retention?
20) Mention the types of changes in organization.
21) What do you mean by demonstration of right skills?
22) List the values of a Team Member.
23) What do you mean by dress code?

PART – C
III. Answer any six of the following questions : (6 × 3 = 18)
24) Write any six different types of Entrepreneurs.
25) How to minimizing waste and pollution?
26) How to resolve Customer Service Problems?
27) What are the procedure for delivering Customer Service?
28) List the ways to increase sales.

SUBJECT- RETAIL BUSINESS 42

29) What are the skills need to be strengthened by the service staff?
30) Mention the mechanism for customer influence.
31) How to collect and record Customer’s Feedback?
32) What are the impact of change in service on business?
33) What are the responsibilities of team members?

PART – D
IV. Answer any two of the following questions : (2 × 6 = 12)
34) Explain the rules for handling problems in organized way.
35) What are the benefits of feedback to solve customer problems?
36) What are the tips for providing excellent customer service delivery?
37) Explain the skills required for Sales Associate.
—————————

SUBJECT- RETAIL BUSINESS 43

EXAM -2 / MAY -2025

SUBJECT :RETAIL BUSINESS Subject Code :62 (NS)

Time : 2 Hours 15 Minutes] [Total No. of questions : 37] [Max. Marks : 60]

Instructions :
1. This question paper consists of 37 objectives and subjective types of questions. Follow the instruction.
2. Figures in the right hand margin indicate maximum marks for the question and the number of question to
be attended.
3. The maximum time to answer the paper is given at the top of the question paper. It includes 15 minutes for
reading the question paper.
4. Question paper is prepared for 60 marks during evaluation marks obtained by the students will be
converted into 50%.
5. For PART – ‘A’ questions only the first written answer will be considered for evaluation.
6. This question paper consists of questions related to “Employability Skills”, this questions are given in
English version only. Answer these questions in English only.

PART – A
I. CHOOSE THE CORRECT ANSWER: (10 × 1 = 10)
1) A group of sentences forms ______ .
a) Puzzles b) Statements
c) Quotes d) Paragraph
2) This is the short cut key to print spreadsheet.
a) ctrl + P b) ctrl + V
c) Shift + V d) Shift + P
3) Closed-ended question encourages a short or _____ answer.
a) Two word b) Three word
c) Single word d) Long word
4) The retailer should not point their fingers at other
a) Employee b) Customer
c) Creditors d) Consumer
5) The recommendation for customer problem to get solutions is
a) Retention b) Reputation
c) Referrals d) Loyalty
6) Customer service refers to meeting the desires and wants of a
a) Customer b) Retailer

SUBJECT- RETAIL BUSINESS 44

c) Wholesaler d) Manufacturer
7) The customer information is protected as
a) Computer b) Password
c) Numbers d) Mobile
8) Which one is the characteristic of customer information?
a) Accuracy b) Feedback
c) Enquiries d) Warranty card
9) The organization collecting information about the customers is called
a) Primary Bank b) Secondary Bank
c) Data Bank d) Co-operative Bank
10) CRM provides ______ on the business
a) Report b) Analytics
c) Feedback d) Suggestion
7
Part – B
II. Answer any ten of the following questions: (10 × 2 = 20)
11) What is stress?
12) List the benefits of green job.
13) Mention any two benefits of negotiation.
14) What is suggestion box?
15) Write the meaning of service culture.
16) How to meet customer expectations?
17) What is customer retention?
18) What are the reasons for not meeting customer expectation?
19) What is communication?
20) Define service distribution.
21) What is customer service?
22) Who is store operation assistant?
23) What is team work?

Part – C
III. Answer any six of the following questions: (6 × 3 = 18)
24) List the types of spreadsheet.
25) Write six types of Entrepreneurs.
26) What are the organizational guidelines to respond a customer?
27) Explain the tools for identifying customer problems.
28) List the importance of customer feedback.

SUBJECT- RETAIL BUSINESS 45

29) Explain the ways to increase sales.
30) Explain the services provided to wholesalers by the retailers.
31) List the methods of collection of customer feedback.
32) What are the mechanisms for customer influence?
33) List out the responsibilities of a team leader.

Part – D
IV. Answer any two of the following questions: (2 × 6 = 12)
34) Explain the features of customer service.
35) Mention the ways of storing customer service information.
36) Explain the benefits of CRM implementation.
37) List out the rights of employees.

SUBJECT- RETAIL BUSINESS 46

MODEL QUESTION PAPER 1 – 2024 & 2025
NATIONAL SKILLS QUALIFICATION FRAME WORK (NSQF)
II PUC (LEVEL – 4)
SUBJECT: RETAIL SUBJECT CODE - 62
Time: 2.15Hours Total Number of Questions: 37 Max Marks: 60
INSTRUCTIONS:
1. This question paper consists of 37 objective and subjective types of questions.
2. Follow the instruction given against both the objective and subjective types of questions.
3. Figure in the right-hand margin indicates maximum marks for the questions.
4. The maximum time to answer the paper is given at the top of the question paper. It
includes 15 minutes for reading question paper.
5. The question paper has been sealed by reverse jacket you have to cut on the right side to
open the paper at the time of commencement of examination. Check whether all the
pages of the question paper intact.

PART – A
I. Choose the correct answer: ( 10 x 1 = 10)

1.CRM is focussed to
a)Management b)Customer
c)Creditors d)Producers

2.Understand the limit of own when sales associate need permission from other.
a) Responsibility b)Rights
c)Power c)Authority

3.The feedback helps to the customers.
a)Retain b)Loose
c)Go d)Follow

4.With the customer helping to establish rapport and begin a new relationship.
a) Interaction b)Negotiating
c)Connecting d)Contacting

5.Following are few recommendations as to in what way to share customer feedback with
others:
a) Online Reviews b)Customer Meet
c)The Notice Board d)All of the above

SUBJECT- RETAIL BUSINESS 47

6.Companies cannot sell the customer data to other
e) Organization b)Government
c)Local bodies d)Customers

7.Data base helps in identifying the utmost valuable .
a) Customer b)stakeholder
c)Creditors d)All of the above

8.Develop a customer profile to understand needs of
customer.
e) Chart b)Record
c)Book d)Review
9.Acceptable personal growing and proper attire are circumstances of
.
e) Employment b)Recruitment
c)Selection d)Store

10.Every retail unit requires for running retail
business.
e) Material b)Human force
c)Machine d)Products

PART-B

II. ANSWER ANY TEN OF THE FOLLOWING QUESTIO 10X2=20

11. State the source of identification customer problem.
12. What do you mean by put yourself in customer’s shoes?
13. Give four close ended questions.
14. What do you mean by win-win situation?
15. What do you mean by customer feedback?
16. What is customer Retention?
17. What do you mean by casual leave?
18. What is meant by process of communication?
19. What do you mean by customer service?
20.What is organization climate?
21.What are the other strengths in feedback?

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22.What do you mean by body language?
23. Expand 1.POS 2.EPF

PART-C

III.ANSWER THE ANY SIX OF THE FOLLOWING QUESTIONS: 6X3=18

24. What are the different sources of identifying customers problems?
25.Mention the various tools used in getting customer feedback.
26. Discuss the importance of customer feedback.
27. Explain the positive effect of customer service?
28. List the methods of communication to meet the customer expectation.
29.Explain the process of communication ?
30.Explain the pre requisites for providing customer service.
31.What are the methods of collection of feedback?
32.Explain how to improve interaction with the Customer.
33.Explain the responsibility of an employee.

PART-D

I. ANSWER THE ANY TWO OF THE FOLLOWING QUESTIONS: 2X6=12

34. What are rules for handling customers problems in an organized manner?
35. Explain the various methods to solve customers problem.
36. Mention the methods of collection of customer service information.
37. Mention the rights of employees.

SUBJECT- RETAIL BUSINESS 49

GOVERNMENT OF KARNATAKA
KARNATAKA SCHOOL EXAMINATION AND ASSESSMENT BOARD
2024-25 MODEL QUESTION PAPER-2
SECOND PUC (LEVEL - 4)
SUBJECT: RETAIL SUBJECT CODE : 62
Time: 2 Hours 15 Minutes (Total Number of Questions: 37) Max Marks: 60
ENGLISH VERSION
INSTRUCTIONS:
1.This question paper consists of objective and subjective types of questions. Follow the instruction.
2.Figure in the right-hand margin indicate maximum marks for the question and the number of question
to be attended
3.The maximum time to answer the paper is given at the top of the question paper. It includes 15
minutes for reading the question paper.
4.Question paper is prepared for 60 marks during evaluation marks obtained by the students will be
converted into 50%.
5. For Part ‘A’ questions only the first written answer will be considered for evaluation.

PART – A

II. Choose the correct answer: ( 10 x 1 = 10)

1. Which one is the characteristic of customer information?
a) Accuraccy b) feedback
c) enquiries d) warranty card

2. It is one of the free social site.
a) Facebook b) E-mail
c) telephone d) mobile phone

3. Expand EPF.
a) Eligible provident fund b) employees pension fund
c) employees provident fund d) eligible pension fund

4. Service quality includes strategies, procedure and performance of,
a) Management b) information system
c) communication d) exchange information

5. Which one is the tip for providing excellent customer service delivery?
a) Respond quickly b) social media
c) comment boxes d) response cards

SUBJECT- RETAIL BUSINESS 50

6. Which of the succeeding is the right of an employee?
a) Agreement to employee b) complaints
c) good working condition d) feedback

7. Successful sales associate must need a,
a) Knowledge b) less skill
c) impatience d) ugly look

8. Communication is the job of conveying,
a) Training b) information
c) knowledge d) message

9. Team work in important to achieve for the following targets,
a) Limited training b) making losses
c) increase productivity d) time maximization
10. Which is not the impact of change in services?
a) Outdating b) create new opportunities
c) increase innovation d) increase efficiency

PART-B
II. Answer any ten of the following questions: (10 x 2 = 20)
11. What is negotiation skill?
12. Give any two examples of open ended questions.
13. What is suggestion box in retail?
14. Give any two negative effect of ineffective customer services.
15. What do you mean by convenience products?
16. Define Sale.
17. What is customer relationship management?
18. What is communication?
19. Define customer survey in retail.
20. What is win-win situation?
21. What is word of mouth mechanism in retail?
22. Define team work.
23. Write any two features of goals.

SUBJECT- RETAIL BUSINESS 51

PART-C
III. Answer the any six of the following questions: (6 x 3 = 18)
24. What is gratuity?
25. Write the benefits of negotiation.
26. Briefly explain how to provide prompt attention to customer.
27. List the characteristics of customer service information.
28. Write any three differences between CRM & E-CRM.
29. What are the ways to retain customer?
30. Write the advantages of changes.
31. List the mechanism for customer influence.
32. What are the responsibilities of a team leader?
33. List the types of retail services.
PART-D
IV. Answer the any two of the following questions: (2 x 6 = 12)
34. Briefly explain the methods of collection of customer service information.
35. Write the importance of storage of data.
36. Explain the importance of communicating information to customers.
37. List the job scenarios in retail sector.

SUBJECT- RETAIL BUSINESS 52

GOVERNAMENT OF KARNATAKA
KARNATAKA SCHOOL EXAMINATION AND ASSESSMENT BOARD
MODEL QUESTION PAPER-3 2024-25
II PUC (LEVEL–4)

SUBJECT: RETAIL SUBJECT CODE - 62
Time: 2.15 Hours Total Number of Questions: 37 Max Marks: 60

(ENGLISH VERSION)
INSTRUCTIONS:
6. This question paper consists of objective and subjective types of questions. Follow the
instructions.
7. Figure in the right-hand margin indicates maximum marks for the questions and the number of
questions to be attended.
8. The maximum time to answer the paper is given at the top of the question paper. It includes 15
minutes for reading question paper.
9. Question paper is prepared for 60 marks during evaluation marks obtained by the students will
be converted in to 50%.
10. For part ‘A’ questions only the first written answer will be considered for evaluation.

PART - A
I. Choose the correct answer 10x1=10
1. Sales associate are responsible for correcting follow up _________mistakes.
a) Delivery b) Promotional
c) Product d) Rectification
2. Following is remaining a widget for gathering feedback on product sheets is.
a) User voice b) Suggestion box
c) Kampyle d) Face book
3. The first in negotiating with customers is to _______them whether they are angry or clam.
a) Appeal b) Listen
c) Respond d) Shouting
4. Service qualities include strategies, procedures and performance on.
a) Information b) System
c) Communicating d) Management
5. The customers are not taking too much time to purchase of _____________products.
a) Shopping products b) Convenience products
c) Specialty products d) Owned products

SUBJECT- RETAIL BUSINESS 53

6. Retailers can us _________to gather and store customer information.
a) Warranty b) Enquiries
c) Order forms d) Complaints
7. Many retail organizations have ________for scheduled display either close the checkout or by extra
high traffic parts.
a) Customer service b) Customer box
c) Response cards d) Survey organizations
8. Following are the topographies which received negative response only by a scare
a) Key flaws b) Other flaws
c) Key strengths d) Other strengths

9. Following is a superannuation benefits patter that is existing to all salaried workforces.
a) Health & Safety b) Gratuity
c) Employees provident fund d) Maternity benefits

10. Retail work requires a tall level of teamwork to makes the most of.
a) Productivity b) Customer service
c) Training d) Engagement

PART – B
II. Answer the following questions (Answer any Ten) 10x2=20
11. What is an open ended question?
12. How do you handle the customer problems?
13. Give the meaning of reassuring customer.
14. What is service culture?
15. Write the meaning of customer feedback.
16. What do you mean by E-CRM?
17. Define customer expectations.
18. Who is receiver?
19. List any four services by the retailer to customer.
20. What is service distribution?
21. Give the meaning of social media.
22. How retail workers should dress in retail store.
23. Give the meaning of bullying.

SUBJECT- RETAIL BUSINESS 54

PART - C
III. Answer the following questions (Answer any Six) 6x3=18
24. Mention any six problems taken by the customer to the store.
25. What are methods to get feedback on solving customer problem?
26. List the points to improving reliability of customer services.
27. What are the tips for providing excellent customer service on delivery?
28. Write the benefits of CRM implementation.
29. What are the reasons for not meeting customer expectation?
30. Explain any their types of changes.
31. Discuss some strategies that are analyzing and interpreting customer feedback.
32. Mention the impact of change in service on business.
33. List the precautions takes by male and female staff regarding their appearance.

PART - D
IV. Answer the following questions (Answer any Two) 2x6=12
34. Explain the types of product or goods.
35. Briefly explain the way to communicate customer feedback with others.
36. Discuss the steps in CRM process.
37. Mention the skills & knowledge required for a Sales associate.

SUBJECT- RETAIL BUSINESS 55