AHSEC HS 2nd Year Question Paper 2022 Retail Trade

Total number of Pages - I
32T RETD

20.22

RETAIL TRADE
(Theory)

Full Marks : 30
Pass Marks : 09

Time : Two hours

The fiflffes in the margitr inilicate full narks
lor the questio,,s.

Q. No. 1 cntries 7 nnrk eaclt
Lx4 = 4

7x4 = 4
Q, No. 2 cnnies 7 nark each
1.x4 = 4
Q. No. 3 carries 7 nntk each
2x6 = 72
Q. No 4 carrics 2 nutks each
3x2 = 6
Q. No. 5 carcbs 3 nnrks each

Total = 30

Contd.

1. Fill in the blanks with appropriate words given in the brackets : (any four)
1x4=4

(i) refers to the mechanism by which an organisation provirJes
a services to its customers.
(Snles delirery / Sentice deliuery / Socinl rleliuery)
-
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-
(it Customer leads to customer loyalty.
(s e n i ce/s al e s/s a ti sfa ct io n)
dls _d[s q{'lEj <!trr (narilft@rs/4wtrN)
(iiil refers to looking at speakers while listening.
( bctures / Eye contnct / Ennil)

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(qEut/?fr c{4n / +rvh)
(ia) ICT refers to Information and Technology.
(Conryuter/ Conmtunicatiort / Complete)
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(a) Enkepreneurship is a/an activity.
- (socinl / econontic / non-economic)

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(ai) Self-management refers to self- (control / prepare / style)
-otr s {il-st
\flIE<rrEnTEqE- (frwy aw@ffi1
State the following statements as True or False : (any four) 1x4=4
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O A busy period is basically a ruslr period in a retail store.
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(it Start-up can be started with minimum investment'
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(iii) A sales associate should give clear reasons if the customer problem
cannot be solved.
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(ia,) A customer is least imPortant for any business'
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for retail
kt Continuous imProvement of customer service is essential
store.

"S<l
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(ar) A business Progresses only by attaining a high level of customer
satisfaction.
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qltFrICF I

1x4=4
3. Multiple Choice Questiorc: bny four)
aqfr'S st z (ffi ttffit)
Choose the correct altematives :
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(n Skill develoPment includes-
qFst fr'sH< qs5fu S{-

(n) Communicationskill
({tttllFn< qr-st

(b) Time management
qT{ <]_{EI'FI

(c) Knowledge
@FI
(tl) A1l of the above
s,rfi qBft+tt
Contd.
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(i0 Step(s) to improve reliability customer service(s) is/are
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-
(a) WelcomingCustomers
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(b) Answeringquestions
dIS EE<EBftTI
(c) Resolve customer conllict
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(d) All of the above
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(lir) Benefit(s) of suggesting alternative solutions to customers is/are
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-
(n) Customers do not go empty-handed
drF ?flfi EINr{ {< nl{tcrf

@) They may pick nearest substitute, which satisfies them
cog-mnre c-gB < ,K[T frsf\r'n fr+q'Tl&T{ "flt3
(c) Customers build trust on store
dR($ frqft< s4ai5 frqFq qlr{

(d) All of the above
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E.

(it) The way(s) to collect customer feedback isf are -
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(a) Requesting Customers to fill questionnaire
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@ Keeping a at the counters

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(c) Using direct questioning technique
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(d) All of the above
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(t) Characteristic(s) of an ideal massage isf are -
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(n) Clear
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(b) Concise

c(fte
k) Accurate

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(d) All the above
eer<< q$ffil
32T RETD t5I Contd.

(zu) Short cut key to underline text in spreadsheet is-
Spreadsheet s "l'l'd qlst<qE{ oR-{q <K{< Gt {qqE<t
"ih& Ets -
(n) Ctrl + b
(b) Ctrl + c
@ Ctrl + u
(d) Ctrl + z
Ansner the following questions in brief : (ang six) 2x6=12

O What is customer service delivery ? Give examples.
dls ffi{r Fs<q frr Sql5q firrr
(it What will be vour approach to deal with a customer providing
negative feedback ?
<r6ftss s&fr$ ersn sR erst dfs .qqffi ?cF CTlstRqI $R-tE fr qrirmq
EK EIC'I ?
(iir) Mention any .four names of green jobs related to green skills.
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(lz,) What is the importance of collecting customer feedback ?
df$ eGfr$ (fee<iback) I($qcF s+9 fr ?

@ What is the meaning of the acronym 'SMART' in goal setting ?
Ery fr{"lqE cifrq R{ 'SMART'qrc{ ft z
(oi) How to deal with customers in peak hours in a modern retail store ?
wt{fr-s U-<t ffi R{fiv fid m{s ftqz< atqq dnv crffiqr 6R<
"t|Cfl ?
(aii) Mention any four examples of 'Customer Value'.
'srs xrq\ freird rFDtEqI<q fi$r

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(oiii) what are the essential qualities required to be an effective sales
associate ?
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Answer the following questions : (any ttoo) 3x2=6

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O What are the different problems faced by customers in a modern
retail store ? 3

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(i0 What is CRM ? How can CRM be used to improve customer relation
with store ? l+2=3

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+R< "mq I

(iii) lNhat, according to you are the best possible measures to improve3
customer satisiiction in a modern retail store Z
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qq-cs'l 6E'Rt EGs t

(ia) How to deal with a customer who felt ignored and unattended by
uny ,ut", associate of Your store ?
3

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