HBSE Class 12 Question Paper 2024 Retail

Haryana Board

QUESTIONPDF

PAPERS
2024

HBSE PYQP

CLASS : 12th (Sr. Secondary) Code No. 1238
Series : SS/Annual Exam.-2024
Roll No.

RETAIL
National Skills Qualification Framework (NSQF)
Level-4
[ Hindi and English Medium ]
(Only for Fresh/Re-appear/Improvement/Additional 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 30 gSaA
Please make sure that the printed pages in this question paper are 8 in number and
it contains 30 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 NksMas+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.

1238 P. T. O.

(2) 1238
• ijh{kkFkhZ viuk jksy ua0 iz'u&i= ij vo'; fy[ksaA jksy ua0 ds vfrfjDr iz'u&i= ij vU; dqN Hkh u
fy[ksa vkSj oSdfYid iz'uksa ds mÙkjksa ij fdlh izdkj dk fu'kku u yxk,¡A
Candidates must write their Roll No. on the question paper. Except Roll No. do not
write anything on question paper and don't make any mark on answers of objective
type questions.
• 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.

lkekU; funsZ'k %
General Instructions :
(i) lHkh iz'u vfuok;Z gSaA
All questions are compulsory.

(ii) çR;sd ç'u ds vad mlds lkeus n'kkZ;s x;s gSaA
Marks of each question are indicated against it.

(iii) vkids mÙkj vadkuqlkj gksus pkfg,A
Your answer should be according to marks.

[k.M & v
SECTION – A

¼fucU/kkRed ç'u½
(Essay Type Questions)

1. fofHkUu izdkj ds mRiknksa dk o.kZu djsaA 5
Explain the various types of Products.

1238

(3) 1238
vFkok
OR

xzkgd lsokvksa ds izHkkoksa dh ppkZ djsaA
Discuss the impact of Customer Services.

2. lapkj izfØ;k dk o.kZu djsAa 5
Explain the process of Communication.

vFkok
OR

CRM ds ?kVdksa dk o.kZu djsaA
Explain the components of CRM.

3. ifjorZu ds ykHkksa dk o.kZu djsaA 5
Discuss the advantages of change.

vFkok
OR

izfrfØ;k izkIr djus dh fofHkUu fof/k;k¡ D;k gSa \ o.kZu djsaA
What are the methods of collection of feedback ? Explain.

[k.M & c
SECTION – B
¼y?kq mÙkjh; ç'u½
(Short Answer Type Questions)
4. xzkgd leL;k ls fuiVus ds pj.kksa dk mYys[k djsaA 3
Mention the steps of dealing customer problems.

1238 P. T. O.

(4) 1238
vFkok
OR

izfriqf"V D;ksa egÙoiw.kZ gS \
Why feedback is important ?

5. miHkksDrk lsok dh rhu fo'ks"krk,¡ crk,¡A 3
Explain three features of Customer Service.

6. CRM ds rhu ykHk fy[ksaA 3

Write three benefits of CRM.

vFkok
OR

xzkgd izfr/kkj.k D;ksa egÙoiw.kZ gS \
Why customer retention is important ?

7. fofHkUu izdkj dh [kqnjk lsokvksa dk o.kZu djsaA 3

Explain different types of Retail Services.

8. lewg usrk ds mÙkjnkf;Roksa dk mYys[k djsaA 3

Discuss the responsibilities of Team Leader.

9. m|eh ds fdUgha rhu xq.kksa dk o.kZu dhft,A 3
Mention any three qualities of Entrepreneur.

1238

(5) 1238
[k.M & l
SECTION – C

¼vfr y?kq mÙkjh; ç'u½
(Very Short Answer Type Questions)

10. foLr`r tokc okys iz'u D;k gSa \ 2

What are open-ended questions ?

11. vkWu-ykbu ekdsZfVax D;k gS \ 2

What is on-line marketing ?

12. 'kkWfiax mRikn ls vkidk D;k vfHkizk; gS \ 2

What do you mean by Shopping Products ?

13. E-CRM D;k gS \ 2
What is E-CRM ?

14. ifjorZu ds nks ykHk fy[ksaA 2
Write two advantages of change.

vFkok
OR

lapkj D;k gS \
What is Communication ?

15. Mªsl dksM D;k gS \ 2
What is dress code ?

1238 P. T. O.

(6) 1238
vFkok
OR

lfØ; Jo.k D;k gS \
What is Active Listening ?
[k.M & n
SECTION – D
¼oLrqfu"B ç'u½
(Objective Type Questions)

16. vkn'kZ lans'k dh fo'ks"krk,¡ D;k gSa \ 1
(A) Li"V (B) laf{kIr
(C) 'kq) (D) mijksDr lHkh
What are characteristics of an ideal message ?
(A) Clear (B) Concise
(C) Accurate (D) All of the above

17. fØ;k og 'kCn gS tks fØ;k n'kkZrk gSA ¼lgh@xyr ½ 1
Verb is a word that shows action. (True/False)

18. fdlh ,d izstasVs'a ku lkW¶Vos;j dk uke crkb,A 1

Name any one presentation software.

19. lso djus dh 'kkVZdV dqath D;k gS \ 1

What is the short-cut key of save.

20. CNG dk iw.kZ :i fy[ksaA 1

Write the full form of CNG.

1238

(7) 1238
21. CRM dsfUær gS % 1
(A) çcU/k (B) xzkgd
(C) ysunkj (D) mijksDr lHkh
CRM is focussed to :
(A) Management (B) Customer
(C) Creditor (D) All of the above

22. xzkgd ls ges'kk ------------- lkSnk djsaA ¼[kkyh LFkku Hkjsa ½ 1
Always make a ………….. deal with customer. (Fill in the blank)

23. izfriqf"V ls xzkgd dks ------------ djus esa enn feyrh gSA ¼[kkyh LFkku Hkjsa ½ 1
The feedback helps to …………. the customer. (Fill in the blank)

24. buesa ls dkSu-lh miHkksDrk lsok ugha gS \ 1
(A) xzkgd lwpuk iznku djuk (B) foØ;ksijkUr lwpuk nsuk
(C) xzkgd lwpuk laxzg djuk (D) mijksDr lHkh

Which one of these does not mean customer service ?
(A) Provide customer information (B) Provide after sale information

(C) Storing customer information (D) All of the above

25. lks'ky ehfM;k dk iz;ksx xzkgd-izfrfØ;k izkIr djus ds fy, fd;k tk ldrk gSA ¼lR;/vlR; ½ 1
Social media can be used to share customer feedback. (True/False)

26. lwpuk rduhdh dkuwu fdl o"kZ ikl gqvk \ 1
(A) 2000 (B) 2001
(C) 2004 (D) 2022
Information Technology Act, passed in the year :
(A) 2000 (B) 2001
(C) 2004 (D) 2022

1238 P. T. O.

(8) 1238
27. CRM ----------- dh t:jr dks le>us esa l{ke gSA 1
(A) Lokeh (B) ysunkj
(C) xzkgd (D) buesa ls dksbZ ugha
CRM is enable to understand ………… need.
(A) Owner (B) Creditor
(C) Customer (D) None of these

28. fuEu mís';ksa dks izkIr djus ds fy, Vhe odZ egÙoiw.kZ gS % 1
(A) izf'k{k.k (B) mRikndrk
(C) O;Lrrk (D) mijksDr lHkh
Team work is important to achieve for the following targets :
(A) Training (B) Productivity
(C) Engagement (D) All of the above

29. EPF dk iw.kZ :i fyf[k,A 1
Write the full form of EPF.

30. ----------- lw{e vkSj foosd'khy gksuk pkfg,A 1
(A) ifj/kku (B) VSVwl
(C) esdvi (D) mijksDr lHkh
………….. should be subtle and discreet.
(A) Dress (B) Tattoos
(C) Makeup (D) All of the above

S
1238

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