HP Board 12th Class Model Question Paper 2025 Retail

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MODEL QUESTION
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MODEL QUESTION PAPER
CLASS -12th
(RETAIL-THEORY ) (NSQF-LEVEL IV )
(SESSION-2024-25)
TIME :- 3 HOUR MM:40
Instruction:-
ijh{kkFkhZ ;FkklaHko vius 'kCnksa esa mRrj nsaA
Candidates are requires to give their answer in the own words as far as possible.
Marks allotted to each question are indicated against it.
fo'ks"k funsZ'k%&
Special Instructions.
I. iz'uksa ds mRrj nsrs le; tks iz'u la[;k iz'ku i= ij n'kkZbZ xbZ gS] mRrj&iqfLrdk ij ogh iz'u la[;k
fy[kuk vfuok;Z gSA
While answering your questions, you must indicate on your answer book the same
question No. as appears in your question paper.
II. mRrj&iqfLrdk dks chp&chp esa [kkyh iUuk@iUusa u NksM+Asa
Do not leave blank page/pages in your answer book.
III. mRrj laf{kIr vkSj LVhd gksuk pkfg,A
Answer should be brief and to the point.
IV. lHkh iz'ku vfuok;Z gSA
All questions are compulsory.
1 vad okys iz'uksa ds mRrj ,d 'kCn esa ;k ,d iafDr esa] 2 vad okys iz'uksa ds mRrj 20 ls 40 'kCnksa esa] 3
vadks oky iz'uksa ds mRrj 40 ls 60 'kCnksa esa nsAa
Answer the question of 1 marks in only one word or in a line, of 2 marks 20 to 40 words,
of 3 marks in 40 to 60 words.
SECTION-A
Answer the following Questions:- (8*1=8)
fuEufyf[kr iz’uksa ds mŸkj nhft,%&
Q.1 Active listening involves?
(a) Eye contact (b) Giving feedback
(c ) Gesture (d) All of the above
lfdz; Jo.k esa ‘kkfry gS
(a) us= lEidZ (b) izfrfdz;k nsuk
(c) Hkko (d) mijksDr lHkh
Q.2 The meanaing of self awareness is ?
(a) Understanding one’s own needs, habits/behavior and feelings etc.
(b) Knowing others
(C) Both (a) & (b)
(d) None
vkRe tkx:drk dkD;k vFkZ gS\
(a) Lo;a dh t:jrksa]vknrksa]O;ogkj vkfn ds ckjs esa tkuuk
(b) nwljksa ds ckjs esa tkuuk
(c) (a) vkSj (b)
(d) dksbZ ugha
Q.3 What is the shortcut key used to underline text in a spreadsheet?
(a) ctrl+b (b) ctrl+c
(C) ctrl+u (d) ctrl+d
,d LizSM’khV esa text vamjykbu djus djus ds fy;s dkSu lh ‘kkVZdV key bLrseky fd;k tkrk gS\
(a) ctrl+b (b) ctrl+c
(C) ctrl+u (d) ctrl+d

Q.4 The purpose of customer service is ?
(a) To make money (b) To satisfy customers
(c) To avoid complaints (d) None
xzkgd lsok dk mnns’; gS\
(a) iSlk dekuk (b) xkzkgdks dks larq”V djuk
(c) f’kdk;rksa ls cpuk (d) dksbZ ugha
Q.5 When customer has a complain then a retail employee should do
(a) Apologize (b) Argue with them
(c) Speak loudly (d) None
tc xzkgd f’kdk;r djrk gS rks fjVsy deZpkjh dks D;k djuk pkfg;s \
(a) {kek ekaxs (b) cgl djs
(c) tksj ls ckr djs (d) dksbZ ugha
Q.6 The full form of CRM is
(a) Customer Relationship Management (b) Customer Related Money
(c) Consumer Related Money (d) None
CRM dk iwjk uke gS\
(a) xzkgd lacU/k izcU/ku (b) xzkgd lacf/kr /ku
(c) miHkksDrk nj /ku (d) dksbZ ugha
Q.7 The best way to resolve customer complain ?
(a) To resolve complain according to company’s rules and policies
(b) Don’t listen to complaints
(c) To blame customer for their own mistake
(d) Don’t take interest
Xkzkgd f’kdk;r lek/kku dk loksZre rjhdk gS\
(a) dEiuh ds fu;eksa vkSj uhfr;ksa ds vuqlkj f’kdk;r lek/kku djuk
(b) f’kdk;r u lquuk
(c) xzkgd dks xyr Bgjkuk
(d) :fp u ysuk
Q.8 What is most important responsibility of a team leader?
(a) To tell team members about the importance of teakwork
(b) to take decision for the benefit of team
(c) To motivate the team
(d) None
,d Vhe yhMj ds fy, lols egRoiw.kZ ftEesnkjh dkSu lh gS\
(a) Vhe ds lnL;ksa dks VheodZ ds egRo ds ckjs esa crkuk
(b) Vhe ds Qk;ns ds fy;s fu.kZ; ysuk
(c) Vhe dks izksRlkfgr djuk
(d) dksbZ ugh
Section-B
Q.2 Answer any 10 question:- (10*2=20)
fdUgh 10 iz’uksa ds mŸkj nsa%&
1. What is the role of cumtomer feedback in resolving customer service problems ?
Xkzkgd lsol lel;k;sa dks lqy>kus esa xzkgd izfrfdz;k dh D;k Hkwfedk gS\
2. How can technology be used to improve customer service in retail?
Xzkkgd lsok dks csgrj cukus esa fjVsy esa rduhd dk fdl izdkj bLrseky fd;k tkrk gS\ A
3. What is the difference between CRM and E- CRM?
CRM and E- CRM rsa D;k varj gS\
4. What is the importance of communication in retail?.
fjVsy ds lapkj dk D;k egRo gS\
5. What role does customer service play in customer retention?.
Xzkkgd izfr/kkj.kk esa xzkgd lsok D;k Hkwfedk fuHkkrh gS\

6. Write a note on bullying?
cqfyax ij ,d fVIi.kh fyf[k;ssaA
7. What is gratuity ?
xzsP;qVh D;k gS\
8. What is warranty card?
okjaVh dkMZ D;k gS\

9. Write a note on Green India Mission?
xzhu bafM;k fe’ku ij ,d fVIi.kh fyf[k;ssAa
10. Expalin the roles and functions of an entrepreneur.
,d m|eh dh Hkwfedk vkSj dk;ksZ dk o.kZu djsaA
(11) what is retailing?.
fjVsfyax D;k gS\
Section-C
Q.3 Answer any 4 question:- (4*3=12)
fdUgha 4 iz’uksa ds mŸkj nsa%&
(1) Write the difference between noun,pronoun and adjective with example..
laKk]loZuke vkSj fo’s”k.k esa varj mnkgj.k lfgr fyf[k;sA
(2) What is the difference between a complain and suggestion?
f’kdk;r vkSj lq>ko esa D;k varj gS\
(3) What is the ways to collect the customer feedback?
Xkzkgd izfrfdz;k dks ,df=r djus ds D;k rjhds gS\

(4) What is the meaning of change in customer service ? Explain?
Xkkzgd lsok esa onyko dk D;k vFkZ gS\

(5) Which kind of behavior should be there in retail organization while do with customer?.
fjVsy laxBu esa xzkgdksa ds lkFk fuiVusa le; fdl izdkj dk O;ogkj gksuk pkfg;sA

Retail
(L-IV)
Syllabus of Class XIIth
Part A: Employability Skills (M.M - 10 marks)

UNIT 1: Communication skills -IV
UNIT 2: Self -management skills -IV
UNIT 3: ICT skills -IV
UNIT 4: Entrepreneurial skills- IV
UNIT 2: Green skills -IV

Part B: Vocational Skills (M.M-30 marks)
UNIT 1: Resolve Customer concern
UNIT 2: Delivery of reliable service
UNIT 3: Customer relationship
management
UNIT 4: Continuous improvement in
service
UNIT 5: Work in team and organisation

Distribution of marks
Retail
(L-IV)

S.No. NO. OF QUESTIONS Marks
Q.1 8 01 8X1 = 08
Q.2 11(any ten) 2 10X2 = 20
Q.3 05(any four) 3 4X3 = 12
Total marks = 40

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