HBSE Class 12 Question Paper 2023 Bankign, Finacne, Insurance Service

CLASS : 12th (Sr. Secondary) Code No. 246
Series : SS/Annual-2023
Roll No.

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

Time allowed : 2½ 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.
• 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.

246 P. T. O.

(2) 246
• 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 eessa 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'u ds vad mlds 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. cSafdax dk;Zikyd }kjk _.k vkosnd dh foÙkh; vko';drkvksa dk fo'ys"k.k dSls fd;k tkrk gS \ 6

How are financial requirements of a loan applicant assessed by a Banking
executive ?
vFkok
OR
cSafdax esa foØ;ksijkUr lsokvksa dk D;k egÙo gS \
Why is post sale service important in Banking ?

2. lEizs"k.k dkS'ky ds fofHkUu izdkjksa dk o.kZu dhft,A 6
Explain the different types of communication skills.
vFkok
OR
fDvksLd cSafdax dh fo'ks"krkvksa dk o.kZu dhft,A
Explain the characteristics of Kiosk Banking.

246

(3) 246
[ y?kq mÙkjh; iz'u ]

[ Short Answer Type Questions ]

3. lfØ; Jo.k dks izHkkfor djus okys fdUgha rhu dkjdksa dk o.kZu dhft,A 3

Explain any three factors affecting active listening.

4. ^lw{efoÙk ds ckjs esa miHkksDrk lykg* ij uksV fyf[k,A 3
Write a note on 'Advising Customers about microfinance'.

5. _.k [kkrksa ds oxhZdj.k dks le>kb,A 3
Discuss the classification of Loan Accounts.

6. xyr foØ; ls gksus okyh leL;kvksa dk mYys[k dhft,A 3
Explain the problems caused by miss-selling.

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

7. ldkjkRed n`f"Vdks.k ds dksbZ nks mik; crkb,A 2

State any two measures of positive outlook.

8. dk;ZLFky ij lUns'kokgu ds dksbZ nks ykHk ckrkb,A 2

State any two benefits of communication at workplace.

9. lg;ksx ls D;k vfHkizk; gS \ 2

What is meant by Collaboration ?

246 P. T. O.

(4) 246
10. m|eh ds dksbZ nks dk;Z crkb,A 2

State any two functions of Entrepreneur.

11. ruko izcU/ku D;k gS \ 2
What is stress management ?

12. O;fDrRo ds dksbZ nks xq.kksa dk mYys[k dhft,A 2
Discuss any two traits of personality.

[ oLrqfu"B iz'u ]
[ Objective Type Questions ]

13. le>kSrkoknh O;fDrRo eas 'kkfey gS % 1
(A) lg;ksxh (B) n;kyq
(C) lgkuqHkwfr'khy (D) mijksDr lHkh

Agreeableness personality includes :

(A) Co-operative (B) Kind

(C) Sympathetic (D) All of the above

14. vuqdwy dk vFkZ gS ............... . ¼fjDr LFkku Hkjsa½ 1
Customization means ............... . (Fill in the blank)

15. vk¡[k feykuk] lfØ; Jo.k dk egÙoiw.kZ rÙo gSA ¼lgh@xyr½ 1
Eye contact is an important element of active listening. (True/False)

16. m|eh tksf[ke ugha mBk ldrkA ¼lgh@xyr½ 1
Entrepreneur can not take risk. (True/False)

246

(5) 246
17. vU; yksxkas ds lkFk dke djus dh ;ksX;rk dgykrh gS % 1

(A) laxBukRed dkS'ky (B) ikjLifjd dkS'ky
(C) igy (D) mijksDr lHkh
The ability to work with others is called :

(A) Organizational skill (B) Interpersonal skill

(C) Initiative (D) All of the above

18. tyok;q ifjorZu ij jk"Vªh; dk;Z ;kstuk dc ykxw gqbZ \ 1

National Action plan on climate change was launched in which year ?

19. vif'k"V izcU/ku ds {ks= esa gfjr tkWc fdl {ks= esa gSa \ 1

(A) vif'k"V fu;U=.k (B) vif'k"V vads{k.k
(C) vif'k"V de djuk (D) mijksDr lHkh

Green jobs related to waste management are in areas :

(A) Waste control (B) Waste auditing

(C) Waste reduction (D) All of the above

20. CNG ladsrk{kj dk iw.kZ :i crkb,A 1

State the full form of abbreviation CNG.

21. Hkkjr ljdkj ds fdl foHkkx us ^fctyh okgu dk;ZØe* ykxw fd;k \ 1

Which department of Govt. of India has launched 'electric vehicle programme' ?

246 P. T. O.

(6) 246
22. le;] ÅtkZ ,oa lk/kukas ds vuqdwyre mi;ksx dks ............... dgrs gSaA ¼fjDr LFkku Hkjsa½ 1
Optimum use of time, energy and resources are called ............... .
(Fill in the blank)

23. LVkVZ vi uokpkj fopkjksa ls mRiUu gksrs gSaA ¼lgh@xyr½ 1
Start ups come up with an innovative idea. (True/False)

24. uwru dks dqfdax dk 'kkSd Fkk] mlus ^fVfQu lsok* 'kq: dh] og dgyk,xh ............ . ¼fjDr LFkku Hkjsa½ 1
Nutan had a passion for cooking, she started 'tiffin service' – she will be
called ............... . (Fill in the blank)

25. lfØ; Jo.k esa vojks/k gS % 1
(A) us= lEidZ (B) 'kksjxqy
(C) izfrfØ;k (D) mijksDr lHkh

Barrier to active listening is :

(A) Eye contact (B) Noise

(C) Reaction (D) All of the above

26. dkWy ¼ckrphr½ jksdus dk vFkZ gS % 1

(A) ckrphr cUn djuk (B) Qksu j[kuk
(C) fcØh vkWQj nsuk (D) mijksDr esa ls dksbZ ugha
To 'close a call' means :

(A) To end conversation (B) To put down phone

(C) To clinch the sale (D) None of the above

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(7) 246
27. fuEu esa ls dkSu&lh cSad dh egÙoiw.kZ lEifÙk] miHkksDrkvksa dks le>us esa enn djrh gS \ 1

(A) miHkksDrk lEcU/k (B) ,e0 vkbZ0 ,l0
(C) vfHkiszj.kk (D) mijksDr lHkh
Which of the bank's finest asset in understanding their customers ?

(A) Customers Relationship (B) MIS

(C) Motivation (D) All of the above

28. ............... izHkko'kkyh dkS'ky CRM igy dh lQyrk lqfuf'pr djrk gSA 1
(A) ,e0 vkbZ0 ,l0 (B) usr`Ro
(C) vfHkizsj.kk (D) buesa ls dksbZ ugha
............... effective skills result in the success of CRM initiative.
(A) MIS (B) Leadership
(C) Motivation (D) None of these

29. vf/kdka'k miHkksDrk fdl mís'; ds fy, viuk [kkrk iz;ksx djrs gSa \ 1

(A) tek (B) _.k
(C) vkgj.k (D) buesa ls dksbZ ugha
Most of the customers use their Account for what ?

(A) Deposits (B) Loans

(C) Withdrawals (D) None of these

30. ............... iz.kkyh dEiuh ds dk;ks± ij fu;U=.k j[kus dk egÙoiw.kZ midj.k gSA ¼fjDr LFkku Hkjsa½ 1
............... systems are very useful tool to control the company's operations.
(Fill in the blank)

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(8) 246
31. laxBu ds uSfrd ewY;] turk dh ut+jksa esa laxBu dh ............... mRiUu djrs gSaA ¼fjDr LFkku Hkjsa½ 1
Ethical values of an organisation create ............... in the public eyes.
(Fill in the blank)

32. NEFT ladsrk{kj dk iw.kZ :i fyf[k,A 1

Write full form of abbreviation NEFT.

33. Hkkjr ljdkj us ubZ ck;ks¶;wy uhfr dc ykxw dh \ 1
When was the new bio-fuel policy implemented by Govt. of India ?

34. ldkjkRed n`f"Vdks.k O;fDr dks izlUu j[krk gSA ¼lgh@xyr½ 1
A positive attitude makes a person happier. (True/False)

35. Hkkjr ds dsUnzh; cSad dk uke crkb,A 1
State the name of Central Bank of India.

36. fDvksLd cSafdax fdlds }kjk 'kq: dh xbZ \ 1

Who introduce Kiosk Banking ?

S

246

CLASS : 12th (Sr. Secondary) Code No. 247
Series : SS/Annual-2023
Roll No.

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

Time allowed : 2½ hours ] [ Maximum Marks : 60
• Ñi;k tk¡p dj ysa fd bl iz'u&i= esa eqfnzr i`"B 8 rFkk iz'u 13 gSaA
Please make sure that the printed pages in this question paper are 8 in number and
it contains 13 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 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
247 P. T. O.

(2) 247
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 eessa 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) iz'u la[;k 1 o 2 rd fucU/kkRed iz'u gSaA izR;sd iz'u 6 vad dk gSA
Question No. 1 & 2 are essay type questions. Each question carries 6 marks.
(iii) iz'u la[;k 3 ls 6 rd y?kq mÙkjh; iz'u gSaA izR;sd iz'u 4 vadksa dk gSA
Question No. 3 to 6 are short answer type questions. Each question carries 4
marks.

(iv) iz'u la[;k 7 ls 12 rd vfry?kq mÙkjh; iz'u gSaA izR;sd iz'u 2 vadksa dk gSA
Question No. 7 to 12 are very short answer type questions. Each question
carries 2 marks.
(v) iz'u la[;k 13 esa chl (i-xx) oLrqfu"B iz'u gSaA izR;sd iz'u 1 vad dk gSA
Question No. 13 has twenty (i-xx) objective type questions. Each question carries
one mark.
(vi) iz'u-i= esa lexz:i ls dksbZ fodYi ugha gSA rFkkfi 6 vadksa okys nks fucU/kkRed iz'uksa 1 o 2 esa
vkUrfjd p;u iznku fd;k x;k gSA ,sls iz'uksa esa ls vkidks fn;s x;s p;u esa ls dsoy ,d gh iz'u
djuk gSA
There is no overall choice. However an internal choice has been provided in
two essay type questions 1 & 2 of 6 marks each. You have to attempt only
one of the given choice in such questions.
(vii) vkids mÙkj vadkuqlkj laf{kIr ,oa lVhd gksus pkfg,A
Your answer should be precise and to the point according to the marks.

247

(3) 247
[ fucU/kkRed iz'u ]
[ Essay Type Questions ]

1. fd;ksLd lsaVj lsok vkSj mlds ykHk ds ckjs esa crk,¡A 6
Explain about KIOSK Centre Service and its benefits.

vFkok
OR

[kkrk cUn djus dk vuqjks/k dSls fd;k tk ldrk gS \
How an account closure request is done ?

2. ^laLÑfr* ds izfr laosnu'khyrk ij foLr`r fVIi.kh fyf[k,A 6
Write a detail note on sensitivity towards 'culture'.

vFkok
OR

csgrj xzkgd lsok ds ek/;e ls czk.M&ewY; c<+kus ij ,d uksV fy[ksaA
Write a note on enhancing brand value through superior customer service.

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

3. is&jksy ysu&nsu ls vki D;k le>rs gSa \ 4
What do you understand by pay-roll transactions ?

4. nks"kh izcU/ku izfØ;k dh O;k[;k djsaA 4
Explain the defaulter management process.

5. fVdkÅ ,d=.k D;k gS \ 4
What is collect durable ?

247 P. T. O.

(4) 247
6. euksn`f"V ls vki D;k le>rs gSa \ 4
What do you understand by attitude ?

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

7. cSafdax ysu&nsu D;k gS \ 2
What is banking transactions ?

8. fcØh ds ckn dh mRÑ"V lsok,¡ fdlh dEiuh dh izfr"Bk dSls c<+krh gSa \ 2
How do excellent post sale services enhance the reputation of a company ?

9. vkRefo'okl D;k gS \ 2
What is confidence ?

10. udn ls vki D;k le>rs gaS \ 2
What do you understand by cash ?

11. fuekZ.k {ks= esa fdUgha nks gfjr dk;ksZa ds uke fyf[k,A 2
Name any two green jobs in the construction sectors.

12. MIS ds ckjs esa vki D;k tkurs gSa \ 2
What do you know about MIS ?

[ oLrqfu"B iz'u ]
[ Objective Type Questions ]

13. (i) ladsrk{kj CSP dk iw.kZ :i fyf[k,A 1
Write full form of abbreviation of CSP.

(ii) iw.kZ iwoHZ kqxrku _.k rc gksrk gS tc vki _.k vof/k ls igys vius _.k dk Hkqxrku -------------
dj nsrs gSAa 1
Full pre-payment loan is when you …………….. payoff your loan before the
loan tenure.

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(5) 247
(iii) vkØked f'kdk;rdÙkkZ cfgeqZ[kh ugha gSA ¼lR;@vlR;½ 1
Aggressive complainer is not an extrovert. (True/False)

(iv) izfrLi/kkZ cktkj esa cus jgus ds fy, gj O;olk; dks --------------- rst djuk gksxkA 1
Every business has to be …………….. to sustain in the competitive market.

(v) RTGS dk iw.kZ :i fyf[k,A 1
Write full form of RTGS.

(vi) _.k pqdkSrh _.knkrk dks --------------- fy;k x;k _.k okfil djus dk dk;Z gSA 1
Loan repayment is the act of paying back the ……………. money to the
lender.

(vii) ,d cSafdax dEiuh dh foÙkh; lqn`<+rk dk ewY;kadu ------------ ij fujarj vk/kkj ij fd;k tkrk
gSA
Financial soundness of a banking company is assessed ……………. on
ongoing basis. 1

(viii) lexz _.k ,d ekbØksQkbukal m/kkjdÙkkZ dks mldh t:jrksa dks iwjk djus ds fy, LohÑr fd;k tkrk
gS % 1
(A) nh?kZdkfyd foÙkh; vko';drk,¡
(B) vYidkfyd foÙkh; vko';drk,¡
(C) mijksDr nksuksa
(D) mijksDr esa ls dsoy (A)
A composite loan is sanctioned to a microfinance borrower for meeting his :
(A) Long term financial requirements
(B) Short term financial requirements
(C) Both of the above
(D) Only (A) of the above

247 P. T. O.

(6) 247
(ix) fuEufyf[kr esa ls dkSu&lk vfu;fer _.k [kkrksa dks lanfHkZr djrk gS \ 1
(A) miekud lEifÙk (B) lafnX/k lEifÙk
(C) mijksDr esa ls dsoy (B) (D) mijksDr esa ls (A) vkSj (B) nksuksa
Which of the following refers to irregular loan accounts ?
(A) Substandard Assets (B) Doubtful Assets
(C) Only (B) of the above (D) Both (A) and (B) of the above
(x) feyulkj lkekftd 'kSyh xzkgdksa ds ikl gS % 1
(A) vlg;ksxh joS;k (B) vfiz; y{k.k
(C) fiz; y{k.k (D) Hkzfer lksp
Amicable social style customers process :
(A) Non-comparative attitude (B) Unpleasant traits
(C) Pleasant traits (D) Confused thinking
(xi) ekbØksQkbukal ,DthD;qfVo dks cksyus dk dkS'ky fodflr djuk egÙoiw.kZ ugha gSA ¼lR;@vlR;½ 1
Developing the speaking skill is not important for microfinance executives.
(True/False)

(xii) xzkgd lsok mRÑ"Vrk larq"V vkSj oQknkj xzkgd j[kus dh dq¡th gSA ¼lR;@vlR;½ 1
Customer service excellence is the key to have satisfied and legal customers.
(True/False)
(xiii) czk.M ds ckjs esa xzkgdksa dh jk; vkSj Hkkoukvksa ds ckjs esa tkuk tkrk gS % 1
(A) czk.M ewY; (B) czk.M ,EcslMj
(C) czk.M lerk (D) buesa ls dksbZ ugha
Customer's opinion and feeling about the brand is known as :
(A) Brand value (B) Brand ambassador
(C) Brand equity (D) None of these
(xiv) vf/kdka'k xzkgd vius [kkrs dk mi;ksx mís'; ds fy, djrs gSa % 1
(A) fu;fer Hkqxrku 'ks"k jkf'k dks izHkkfor djuk
(B) tek
(C) fudkl
(D) (B) vkSj (C) nksuksa

247

(7) 247
Most of the customers use their account for purpose :
(A) Routine payment affecting the balance
(B) Deposit
(C) Withdrawl
(D) Both (B) and (C)
(xv) cSad dh lcls vPNh lEifÙk esa ls ,d mudh le> esa gS % 1
(A) xzkgd lEcU/k (B) ,e vkbZ ,l
(C) O;fDrxr lEcU/k (D) vfHkizsj.kk
One of the bank's finest asset is understanding of their :
(A) Customer relationship (B) MIS
(C) Personal relation (D) Motivation

(xvi) nwljksa ds lkFk dke djus dh {kerk dgykrh gS % 1
(A) laxBukRed dkS'ky (B) ikjLifjd dkS'ky
(C) igy (D) buesa ls lHkh

The ability to work with others is known as :
(A) Organisation skills (B) Interpersonal skills
(C) Initiative (D) All of these

(xvii) fuEufyf[kr esa ls dkSu&lk i;kZoj.kh; ck/kk ugha gS \ 1
(A) dq'ky Je dh vuqiyC/krk
(B) i;kZIr lk/kuksa vFkok dPps eky dh deh
(C) Jfed ds fo'okl dh deh
(D) visf{kr e'khujh dh deh
Which of the following is not an environmental barrier ?
(A) Non-availability of skilled labour
(B) Lack of adequate resources or raw material
(C) Lack of worker's confidence
(D) Lack of requisite machinery

247 P. T. O.

(8) 247
(xviii)iz'kkar ,d O;olk;h efgyk lqjfHk ds fy, dke djrk gS] iz'kkUr gS ,d % 1
(A) m|eh (B) osru Hkksxh O;fDr
(C) dq'ky Jfed (D) O;olk;h
Prashant works for Surbhi, who is a business woman, Prashant is an :
(A) Entrepreneur (B) Wage employed person
(C) Skilled worker (D) Businessman

(xix) fuEufyf[kr esa ls dkSu&lk dkjd lfØ; Jo.k dks izHkkfor djrk gS \ 1
(A) us= lEidZ (B) b'kkjs
(C) izfrfØ;k nsuk (D) buesa ls lHkh
Which of the following factors affect the active listening ?
(A) Eye contact (B) Gestures
(C) Giving feedback (D) All of these

(xx) cSafdax uSfrdrk ---------------- dh iz.kkyh vkSj O;olk; ij ykxw vkpj.k ds fu;eksa dks lanfHkZr
djrh gSA 1
Banking ethics to the system of …………….. and rules of the conduct applied
to business.

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247