NBSE Class 12 Question Paper 2021 for Retail

Total number of printed pages : 2 NB-XII/R(V) 2021 Retail (Vocational) Total marks : 50 Time : 2 hours General instructions : i) Approximately 15 minutes is allotted to read the question paper and revise the answers. ii) All questions are compulsory except Q. nos.18 to 23 where general option is given. iii) The question paper consists of 23 questions. iv) Marks allocated to every question are indicated against it. N.B: Check that all pages of the question paper are complete as indicated on the top left side. 1. Choose the correct answer from the given alternatives: 10x1=10 i. Which one of the following is a process to resolve customer concerns? a) Customer care b) Key words c) Drop box d) Grievance Cell ii. ROI stands for a) Return on Interest b) Return on Investment c) Risk on Investment d) Risk on Interest iii. Which one of the following is the organizational procedure to deal with customer problems? a) Apologies and thanks b) Discipline c) Attention d) Politeness iv. Customer complaints are a) repulsive b) regressive c) not inevitable d) inevitable v. Creating a group forum for the customer can be a great way of receiving feedback. Such platform can be used to a) receive complaints b) share experience c) discuss business ideas d) advertise products vi. Where do you live is an example of a) direct question b) indirect question c) close-ended question d) open-ended question vii. John works hard to get the best student award at the end of the year. What type of motivation is this? a) Internal motivation b) External motivation c) Inspiration d) Perspiration viii. Track changes are suggestions. If you want to make the changes permanent, you have to click a) Save b) Protect c) Reject d) Accept ix. Which of the following is not a business cycle? a) Profit making b) Business planning c) Business idea d) Understand market

2 NB-XII/R(V) x. Which of the following stakeholder makes policies for a green economy in the country? a) Social Workers b) Government c) NGO’s d) Private sector Answer the following questions in one word or one sentence: 2. What is pain point? 1 3. Write any two steps to be taken to negotiate with customer complaint. 1 4. What is live chat? 1 5. Give an example each of formal and informal greetings. 1 6. What is time management? 1 7. What is Header? 1 8. What is business planning? 1 9. State any one role of private agencies in green economy. 1 Answer the following questions in 20-50 words: 10. Write the four main types of pain points. 2 11. What is No Pain, No Gain? 2 12. Why is it important to attentively handle a complaint? 2 13. Why is listening important in business? 2 14. What is the first thing to do when one sets out to handle customer complaint? 2 15. What can be learned through customer complaints? 2 16. What is customer feedback? 2 17. Is ‘asking for opinion’ important in business? If yes, why? 2 Answer any four from the following questions in 60-100 words: 18. Explain any four processes to resolve customer concerns. 4 19. Explain in brief the guidelines to anticipate customer’s need/problem. 4 20. Explain the four organizational procedures to deal with customer problem. 4 21. Explain any four steps to be taken to negotiate with customer and convince them to resolve the complaints. 4 22. Briefly explain any four reasons why customer feedback is important in business. 4 23. Explain any four methods to get feedback on solving customer problems. 4 ******************************************