HBSE Class 12 Question Paper 2022 Banking & Insurance Services

CLASS : 12th (Sr. Secondary) Code No. 5762
Series : SS-March/2022
Roll No.

BANKING & INSURANCE SERVICES
National Skills Qualification Framework (NSQF)
Level – 4

[ Hindi and English Medium ]

(Only for Fresh/Re-appear Candidates)

Time allowed : 2 21 hours ] [ Maximum Marks : 60

• Ñi;k tk¡p dj ysa fd bl iz'u-i= esa eqfnzr i`"B 7 rFkk iz'u 32 gSaA
Please make sure that the printed pages in this question paper are 7 in number and
it contains 32 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.
• 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.

5762 P. T. O.

(2) 5762
uksV % iz'u Øekad 1 ls 3 esa ls dksbZ nk
nkss iz'u djsaA 'ks"k lHkh iz'u vfuok;Z gSaA
Attempt any two questions from question numbers 1 to 3. Rest are compulsory.

[ fucU/kkRed iz'u ]

[ Essay Type Questions ]

1. cSafdax O;ogkj D;k gS \ cSafdax O;ogkj dh fof/k;ksa dk o.kZu dhft,A 6

What is Banking Transactions ? Describe the modes of Banking Transactions.

vFkok
OR

dhvksLd (Kiosk) cSafdax }kjk nh tkus okyh lsokvksa dk o.kZu dhft,A
Discuss the various services offered through Kiosk Banking.

2. lw{e-foÙk vf/kdkjh ds fy, okafNr lEizs"k.k dkS'ky dk o.kZu dhft,A
Describe the communication skills required for microfinance executives.

vFkok
OR

miHkksDrk O;ogkj esa t:jh xq.kksa & Li"Vrk] bZekunkjh o ikjnf'kZrk ij uksV fyf[k,A
Write a note on essential qualities – clarity, honesty and transparency in
consumer behaviour.

[ y?kq mÙkjh; iz'u ]

[ Short Answer Type Questions ]

3. v[k.Mrk o vuqfpr O;kikj dh ifjHkk"kk nhft,A 4

Give the definition of integrity and unfair trades.

4. lfØ; Jo.k dks izHkkfor djus okys dkjdksa dk o.kZu dhft,A 4

Explain the factors affecting active listening.

(3) 5762

5. miHkksDrkvksa dks dhvksLd cSafdax ds D;k ykHk gSa \ 4

What are the benefits of Kiosk Banking to Customers ?

6. miHkksDrk f'kdk;rksa dk la{ksi esa o.kZu dhft,A 4

Briefly discuss the various types of customer complaints.

[ vfr y?kq
y?kq mÙkjh; iz'u ]
[ Very Short Answer Type Questions ]

7. vkØked miHkksDrk dkSu gS \ 2

Who is aggressive customer ?

8. _.k okilh dk D;k vfHkizk; gS \ 2

What is meant by loan repayment ?

9. foØ;ksijkUr miHkksDrk lsokvksa dk D;k vFkZ gS \ 2

What is post sale customer services ?

10. Jo.k dyk ls D;k vfHkizk; gS \ 2

What is meant by listening skill ?

11. lEizs"k.k dkS'ky esa O;fDrxr izn'kZu dk D;k egÙo gS \ 2

What is the importance of personal presentation in communication skill ?

12. dk;ZLFky ij lUns'kokgu dh Hkwfedk dk mYys[k dhft,A 2

Describe the role of communication of workplace.

5762 P. T. O.

(4) 5762
[ oLrqfu"B iz'u ]

[ Objective Type Questions ]

13. NEFT ladsrk{kj dk iwjk :i fyf[k,A 1

Write full form of abbreviation NEFT.

14. ladsrk{kj UPI dk iwjk :i fyf[k,A 1

Write full form of abbreviation UPI.

15. cSad psd laxzg.k uhfr dc cuh \ 1

When was the Bank's Cheque collection policy formulated ?

16. vkØked xzkgd ckáeq[kh ugha gksrkA ¼lR;@vlR; ½ 1
Aggressive (complainer) customer is not an extrovert. (True/False )

17. ,d izfl) dEiuh vius xzkgdksa dks [kq'k j[krh gSA ¼lR;@vlR; ½ 1
A reputable company keeps its customers happy. (True/False )

18. leku ekfld fdLr i)fr _.k pqdkus dk izfl) fodYi gSA ¼lR;@vlR; ½ 1
EMIs, are the most popular loan repayment option. (True/False )

19. udnh dks HkkSfrd :i esa …………. ds :i esa tkuk tkrk gSA ¼[kkyh LFkku Hkjsa ½ 1
Cash is also known as ……….. in physical form. (Fill in the blanks)

20. fuEu esa ls fdlds }kjk miHkksDrk dh foÙkh; vko';drkvksa dks iwjk fd;k tkrk gS \ 1
(a) dk;Z'khy iw¡th _.k ls (b) lkfof/kd _.k ls

(c) O;fDrxr _.k ls (d) mijksDr lHkh ls
Personal financial requirements of a borrower are fulfilled through sanction of
a:
(a) Working capital loan (b) Term loan

(c) Personal loan (d) All of the above

(5) 5762
21. foØ;ksijkUr lsokvksa ls] fuEu esa ls dkSu-lk lacaf/kr gS \ 1

(a) miHkksDrk yklYVh
(b) ykHknk;drk
(c) miHkksDrk lUrqf"V
(d) mijksDr lHkh
Which of the following is concerned with the after sale services ?

(a) Customer loyalty

(b) Profitability

(c) Customer satisfaction

(d) All of the above

22. miHkksDrk lUrqf"V ls lacaf/kr gS % 1

(a) mRikn dh lgh lqiqnZxh
(b) miHkksDrk f'k{kk
(c) miHkksDrk f'kdk;rsa lquuk
(d) mijksDr lHkh
Which of the following is concerned with customer satisfaction ?

(a) Proper delivery of the product

(b) Educating the customer

(c) Attending customer queries

(d) All of the above

23. miHkksDrk ls eqykdkr ds fy,] eqykdkr vuqlwph rS;kj djuk ………. dgykrk gSA 1

Scheduling a visit means fixing the ………… for visiting a customer.

5762 P. T. O.

(6) 5762
24. miHkksDrk }kjk ckj-ckj loky iwNuk fdl vksj b'kkjk djrk gS \ 1

(a) lw{e foÙk vf/kdkjh dh rjQ ls Kku-vUrjky
(b) izHkko'kkyh lEizs"k.k dk vHkko
(c) dsoy (a)
(d) (a) rFkk (b) nksuksa

A query being received repeatedly from a customer points towards :

(a) Knowledge gap on the part of microfinance executive

(b) Absence of effective communication

(c) Only (a)

(d) Both (a) and (b)

25. fuEu esa ls dkSu-lk miHkksDrk lsok dk fgLlk gS \ 1

(a) miHkksDrk vfHkoknu (b) miHkksDrk vko';drkvksa dks le>uk
(c) miHkksDrk dk /kU;okn djuk (d) mijksDr lHkh
Which of the following is a part of customer service ?

(a) Greet the customer (b) Understand customer needs

(c) Thank the customer (d) All of the above

26. fuEu esa ls dkSu-lh lfØ; Jo.k dh voLFkk ugha gS \ 1

(a) izkIr djuk (b) ewY;kadu
(c) izfrfØ;k u nsuk (d) le>uk
Which of the following is not a stage of active listening ?

(a) Receiving (b) Evaluating

(c) Not Responding (d) Understanding

(7) 5762
27. vkn'kZ lUns'k dh D;k fo'ks"krk gS \ 1
(a) Li"V (b) laf{kIr
(c) lgh (d) mijksDr lHkh
What are the characteristics of an ideal message ?
(a) Clear (b) Concise
(c) Accurate (d) All of the above

28. fuEu okD; esa dÙkkZ dks igpkfu, % 1
"The children played football"
Identify the subject in the sentence :
"The children played football"

29. m|eh tksf[ke ysus okyk gksrk gSA ¼lR;@vlR; ½ 1
Entrepreneur is a risk taker. (True/False )

30. fuEu esa ls dkSu-lk m|eh dk ,d xq.k gS \ 1
(a) igy djus okyk (b) vkRefo'okl
(c) esgurh (d) ;s lHkh
Which of the following is a quality of an entrepreneur ?
(a) Initiative (b) Self confidence
(c) Hard worker (d) All of these

31. ladsrk{kj 'CNG' dk iwjk :i fyf[k,A 1
Write full form of abbreviation 'CNG'.

32. Vhe lg;ksx esa mís'; o lalk/kuksa dks feytqydj iz;ksx djrs gSaA ¼lR;@vlR; ½ 1
In a collaborative team, goals and resources are shared. (True/False )

s P. T. O.