HBSE Class 12 Question Paper 2022 Banking & Finance Service

CLASS : 12th (Sr. Secondary) Code No. 5761
Series : S.S.-March/2022
Roll No.

BANKING & FINANCE SERVICE
National Skills Qualification Framework (NSQF)
Level – 4
[ Hindi and English Medium ]
(Only for Fresh/Re-appear Candidates)

Time allowed : 2.30 hours ] [ Maximum Marks : 60

• Ñi;k tk¡p dj ysa fd bl iz'u-i= esa eqfnzr i`"B 8 rFkk iz'u 36 gSaA
Please make sure that the printed pages in this question paper are 8 in number and
it contains 36 questions.

• iz'u-i= esa nkfgus gkFk dh vksj fn;s x;s dksM uEcj dks Nk= mÙkj-iqfLrdk ds eq[;-i`"B ij fy[ksaA
The Code No. on the right side of the question paper should be written by the
candidate on the front page of the answer-book.

• Ñi;k iz'u dk mÙkj fy[kuk 'kq: djus ls igys] iz'u dk Øekad vo'; fy[ksaA
Before beginning to answer a question, its Serial Number must be written.

• mÙkj-iqfLrdk ds chp esa [kkyh iUuk / iUus u NksMsa+A
Don’t leave blank page/pages in your answer-book.

• mÙkj-iqfLrdk ds vfrfjDr dksbZ vU; 'khV ugha feysxhA vr% vko';drkuqlkj gh fy[ksa vkSj fy[kk mÙkj u
dkVsaA
Except answer-book, no extra sheet will be given. Write to the point and do not

strike the written answer.

5761 P. T. O.

(2) 5761
• ijh{kkFkhZ viuk jksy ua0 iz'u&i= ij vo'; fy[ksaA
Candidates must write their Roll Number on the question paper.

• d`i;k iz'uksa ds mÙkj nsus lss iwoZ ;g lqfuf'pr dj ysa fd iz'u-i= iw.kZ o lgh gS] ijh{kk ds mijkUr bl
lEcU/k esa dksbZ Hkh nkok Lohdkj ugha fd;k tk;sxkA
Before answering the questions, ensure that you have been supplied the correct and

complete question paper, no claim in this regard, will be entertained after
examination.

uksV % (i) lHkh iz'u vfuok;Z gSaA
All questions are compulsory.
(ii) izR;sd iz'uksa ds vad muds lkeus fn;s x;s gSaA
Marks are indicated against each question.
(iii) vkids mÙkj vadkuqlkj gksus pkfg,A
Your answer should be according to marks.

[ fucU/kkRed iz'u ]

[ Essay Type Questions ]

1. fdvksLd cSafdax D;k gS \ bldh fo'ks"krkvksa dk mYys[k dhft,A 6

What is Kiosk Banking ? Explain its features.

vFkok
OR

miHkksDrk f'kdk;rksa ds fofHkUu izdkjksa dk o.kZu dhft,A
Discuss the various types of customer complaints.

(3) 5761

2. miHkksDrk dks nh tkus okyh foØ;ksijkUr lsokvksa dk o.kZu djsaA 6

Explain the post-sale services to customer.

vFkok
OR

lw{e foÙk dk;Zikyd ds fy, vko';d lEizs"k.k dkS'ky ij uksV fy[ksaA
Write a note on the communication skills required for microfinance executives.

[ y?kq mÙkjkRed iz'u ]
[ Short Answer Type Questions ]

3. dk;ZLFky ij lUns'kokgu ds ykHk crkb,A 3

State the advantages of communication at workplace.

4. O;olk; esa uSfrd ewY;ksa ls vkidk D;k vfHkizk; gS \ 3

What do you mean by ethics in business ?

5. O;olk; esa uSfrd o vuSfrd dh rqyuk dhft,A 3

Differentiate between Ethical and Unethical in business.

6. ldkjkRed n`f"Vdks.k ds mik; crkb,A 3

State the measures of positive outlook.

[ vfr y?kq mÙkjh; iz'u ]

[ Very Short Answer Type Questions ]

7. lfØ; Jo.k D;k gS \ 2

What is active listening ?

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8. ruko izcU/ku ij ,d uksV fy[ksaA 2

Write a note on Stress Management.

9. leUo; dk D;k vFkZ gS \ 2

What is meant by Co-ordination ?

10. lkaLÑfrd laosnu'khyrk ij ,d uksV fyf[k,A 2

Write a note on sensitivity towards culture.

11. O;fDrxr izLrqrhdj.k dkS'ky D;k gS \ 2

What is personal presentation skill.

12. miHkksDrk lsok D;k gS \ 2

What is customer service ?

[ oLrqfu"B iz'u ]

[ Objective Type Questions ]

13. fdvksLd cSafdax fdlds }kjk 'kq: dh xbZ -------------------A ¼[kkyh LFkku Hkjsa½ 1
Kiosk Banking was introduced by the …………… . (Fill in the Blanks)

14. uks fÝy [kkrs lekt ds ---------------- oxZ ds fy, cuk, x,A ¼[kkyh LFkku Hkjsa½ 1
No frill account is made for ………… section of the society. (Fill in the Blanks)

(5) 5761

15. ladsrk{kj ATM dk iwjk :i fyf[k,A 1
Write full form of abbreviation ATM.

16. vkWuykbu cSafdax ysu&nsu dk mnkgj.k nhft,A 1
Give an example of online banking transactions.

17. izR;sd O;olk; dh izfr;ksfxrk esa cus jgus ds fy, ----------- gksuk pkfg,A ¼[kkyh LFkku Hkjsa½ 1
Every business has to be …………… to sustain in the competitive market.
(Fill in the Blanks)

18. fuf"Ø; f'kdk;rdrkZ] O;olk; dh lQyrk ds fy, cgqr T;knk ----------- gksrs gSAa ¼[kkyh LFkku Hkjsa½ 1
Passive complainers are the most …………… to a business success.
(Fill in the Blanks)

19. vFkZiw.kZ f'kdk;rdrkZ ckg~;eq[kh ugha gksrsA ¼lgh@xyr½ 1
The expressive complainer is not extrovert. (True/False)

20. lfEeJr _.k] lw{e _.k/kkjh dh fdu vko';drkvksa ds fy, eatwj fd;k tkrk gS \ 1
(A) yEch vof/k dh foÙkh; vko';drkvksa ds fy,
(B) de vof/k dh foÙkh; vko';drkvksa ds fy,
(C) (A) rFkk (B) nksuksa
(D) mijksDr esa ls dksbZ ugha

A 'composite loan' is sanctioned to a microfinance borrower for meeting his :
(A) Long-term financial requirements
(B) Short-term financial requirements
(C) Both (A) and (B)
(D) None of the above

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21. m/kkjdrkZ dh O;fDrxr foÙkh; vko';drkvksa dh iwfrZ ds fy,] fuEu esa ls dkSu&lk _.k eatwj fd;k
tkrk gS \ 1
(A) lkof/kd _.k (B) O;fDrxr _.k
(C) dk;Z'khy iw¡th _.k (D) mijksDr esa ls dksbZ Hkh
Personal financial requirements of a borrower are fulfilled through sanction of
a:
(A) Term loan (B) Personal loan
(C) Working capital loan (D) Any of the above

22. ewY;o/kZu lsokvksa dk vFkZ gS % 1
(A) eg¡xh lsok,¡ (B) vfrfjDr lsok,¡
(C) izhfe;e ij cf<+;k ewY; (D) mijksDr lHkh
Value-added services' means :
(A) Costlier services (B) Additional services
(C) Better value at premium (D) All of the above

23. vuqdwy dk vFkZ gS ---------------A ¼[kkyh LFkku Hkjsa½ 1
Customization means …………... . (Fill in the Blanks)

24. lkekU;r;k f'kdk;rsa] fuEu esa ls fdl dkj.k iSnk gksrh gS \ 1

(A) vf/kdkjh ds Kku dh deh (B) vf/kdkjh ds fo'okl dh deh
(C) vf/kdkjh dk mnklhu O;ogkj (D) mijksDr lHkh
Normally, complaints may arise due to :

(A) Lack of knowledge of the official (B) Lack of confidence of the official

(C) Indifferent attitude of the official (D) All of the above

(7) 5761

25. dE;qfuds'ku 'kCn ySfVu Hkk"kk ds fdl 'kCn ls fy;k x;k gS \ 1

The word communication is derived from which word of Latin language ?

26. lg;ksxh pqus ugha tk ldrsA ¼lgh@xyr½ 1
Colleagues cannot be chosen. (True/False)

27. pkyd n`f"Vdks.k izR;{k o dsfUnzr ugha gSA ¼lgh@xyr½
¼lgh@xyr½ 1
Driver's approach is not direct and focused. (True/False)

28. miHkksDrk ds fcuk O;olk; dh dYiuk ugha dh tk ldrhA ¼gk¡@uk½ 1
Survival of a business cannot be imagined with no customer. (Yes/No)

29. ladsrk{kj KYC dk iwjk uke fy[ksaA 1

Write full form of abbreviation 'KYC'.

30. Hkkjr dk dsUnzh; cSad dkSu&lk gS \ 1

Which is the Central Bank of India ?

31. fuEu esa ls dkSu&lk lfØ; Jo.k ls lEcfU/kr gS \ 1

(A) vk¡[k feykuk (B) gko&Hkko
(C) izfrfØ;k (D) mijksDr lHkh
Which of the following is concerned with active listening ?

(A) Eye contact (B) Gestures

(C) Feedback (D) All of the above

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32. fuEu esa ls dkSu&lk lfØ; Jo.k ds ekxZ esa vojks/k gS \ 1

(A) izfrfØ;k nsuk (B) vk¡[k feykuk
(C) 'kksjxqy okrkoj.k (D) mijksDr lHkh
Which of the following can be a barrier to active listening ?

(A) Giving feedback (B) Eye contact

(C) Noisy environment (D) All of the above

33. ldkjkRed n`f"Vdks.k O;fDr dks izlUu j[krk gSA ¼gk¡@uk½ 1
A positive attitude makes a person happier. (Yes/No)

34. uwru us viuk QwM jsLVksjsUV 'kq: fd;kA uwru dgyk,xh -------------A ¼[kkyh LFkku Hkjsa½ 1
Nutan set-up food restaurant, she was an ………….. . (Fill in the Blank)

35. Hkkjr ljdkj us ubZ ck;ks¶;wy uhfr dc ykxw dh \ 1

When was the new bio-fuel policy announced by the Government of India.

36. ladsrk{kj 'CNG' dk iwjk :i fyf[k,A 1

Write full form of abbreviation 'CNG'.

S