HBSE Class 12 Question Paper 2025 Retail

CLASS : 12th (Sr. Secondary) Code No. 2238
Series : SS/Annual Exam.-2025
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 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.

2238 P. T. O.

(2) 2238
• 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. xzkgdksa dh leL;kvksa dks igpkuus ds òksrksa dh ppkZ djsaA 5

Discuss the main sources of identifying customer's problems.

(3) 2238
vFkok
OR

ckrphr ds Qk;nksa dk o.kZu djsaA
Explain the benefits of Negotiation.

2. oLrqvksa ds fofHkUu izdkjksa dk o.kZu dhft,A 5
Explain the various types of Products.

vFkok
OR

xzkgd lsok lwpuk dh fo'ks"krkvksa dh O;k[;k djsaA
Explain the features of customer service information.

3. CRM vkSj E-CRM esa vUrj dhft,A 5
Differentiate between CRM and E-CRM.

vFkok
OR

miHkksDrkvksa dks nh tkus okyh fofHkUu [kqnjk lsokvksa dh O;k[;k djsaA
Explain various types of retail services to consumers.

[k.M & c
SECTION – B
¼y?kq mÙkjh; ç'u½
(Short Answer Type Questions)
4. xzkgd izfriqf"V izkIr djus dh fdUgha rhu fof/k;ksa dh ppkZ djsaA 3
Discuss any three methods of collection customer's feedback.

2238 P. T. O.

(4) 2238
vFkok
OR

,d fjVsy laxBu esa deZpkfj;ksa ds dksbZ rhu vf/kdkj crkb,A
State any three Rights of employees in a Retail organization.

5. xzkgd lsok dh dksbZ rhu fo'ks"krk,¡ crkb,A 3
Explain any three features of customer service.

vFkok
OR

xzkgd izfriqf"V ds rhu egÙo dh ppkZ djsaA
Discuss three importance of customer feedback.

6. xzkgd vk¡dM+s laxzg.k ds dksbZ rhu ;U= crkb,A 3

State any three tools of storing customer data.

7. CRM ykxw djus ds fdUgha rhu ykHkksa dh O;k[;k djsAa 3
Describe any three benefits of CRM implementation.

8. xzkgd izfr/kkj.k ds rhu rjhds crkb,A 3

State three ways to retain customer.

9. O;olk; ij lsok esa ifjorZu ds rhu izHkko crkb,A 3

Discuss any three impact of change in service on Business.

(5) 2238
[k.M & l
SECTION – C

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

10. E-retailing dks ifjHkkf"kr dhft,A 2

Define E-retailing.

vFkok
OR

CRM dks ifjHkkf"kr dhft,A

Define CRM.

11. 'kkjhfjd Hkk"kk ls vkidk D;k vfHkizk; gS \ 2

What do you mean by Body language ?

vFkok
OR

lexz Lo:i D;k gS \
What is overall appearance ?

12. dksbZ nks xzkgd izfriqf"V ;U=ksa ds ckjs esa crkb,A 2

Mention any two customer feedback tools.

2238 P. T. O.

(6) 2238
13. 'kkWfiax mRikn D;k gSa \ 2
What are shopping products ?

14. ruko izcU/ku ds dksbZ nks rjhds crkb,A 2
State any two way of managing stress.

15. O;fDrRo dks ifjHkkf"kr djsaA 2

Define Personality.

[k.M & n

SECTION – D

¼oLrqfu"B ç'u½

(Objective Type Questions)

16. [kqnjk O;kikjh dks fdlh nwljs ………… ij maxyh ugha mBkuh pkfg,A 1
(A) deZpkjh (B) xzkgd
(C) ysunkj (D) mijksDr esa ls dksbZ ugha
The retailer should not point their fingers at other …………… .
(A) Employee (B) Customer
(C) Creditors (D) None of the above
17. CRM, fuEu esa ls fdl ij dsfUnzr gksrk gS \ 1
(A) ysunkj (B) deZpkjh
(C) xzkgd (D) mijksDr lHkh
CRM is focussed to which of the following ?
(A) Creditors (B) Employees
(C) Customer (D) All of the above

(7) 2238
18. izfriqf"V xzkgdksa dks ………… esa enn djrh gSA 1
(A) [kksus esa (B) izfr/kkj.k esa
(C) (A) ,oa (B) nksuksa (D) mijksDr esa ls dksbZ ugha
The feedback helps to ……….. customers.
(A) Loose (B) Retain
(C) Both (A) & (B) (D) None of the above
19. xzkgdksa dh izfrfØ;k lk>k djus ds fy, lks'ky ehfM;k dk mi;ksx ugha fd;k tk ldrkA ¼lgh/xyr½ 1

Social Media cannot be used to share customers feedback. (True/False)
20. fuEu esa ls dkSu-lk m|eh dk ,d xq.k gS \ 1
(A) jpukRedrk (B) tksf[ke mBkus dh ;ksX;rk
(C) uokpkjh (D) mijksDr lHkh

Which of the following is a quality of an Entrepreneur ?
(A) Creativity (B) Risk taking ability
(C) Innovative (D) All of the above

21. fuEu esa ls dkSu-lk gfjr vFkZO;oLFkk dk vax gS \ 1
(A) Ñf"k (B) ty-izcU/ku
(C) ifjogu (D) mijksDr lHkh
Which of the following is a component of green Economy ?
(A) Agriculture (B) Water-conservation
(C) Transportation (D) All of the above

22. fdlh dk;Z dks djus esa dfBukbZ ds ckotwn dk;Z tkjh j[kus dh ;ksX;rk ………… dgykrh gSA
¼[kkyh LFkku Hkjsa½ 1
…………….. is the ability to continue to do something even when it is difficult.
(Fill in the blank)

23. ………… dk vFkZ gS] lEcU/kksa esa O;ogkj djukA ¼[kkyh LFkku Hkjsa½ 1
…………. means dealing with relationships. (Fill in the blank)

2238 P. T. O.

(8) 2238
24. fuf'prrk ,d ,slh ;ksX;rk gS tks ykHkdkjh o 'kh?kz fu.kZ; esa enn djrh gSA ¼lgh/xyr½ 1
Decisiveness is the ability to make profitable and Quick decisions. (True/False)

25. ekbØkslkW¶+V vkWfQl – ikojIokbaV ,d izstsaVs'ku lkW¶+Vos;j gSA ¼lgh/xyr½ 1
Microsoft office – Powerpoint is a presentation software. (True/False)

26. dEI;wVj esa fdlh pht dh dkWih djus ds fy, fdl daqth dk mi;ksx gksrk gS \ 1

Which key is used to copy something in computer ?

27. dEI;wVj esa dk;Z-iqfLrdk D;k gS \ 1
What is work-book in computer ?

28. 'kkWfiax oLrqvksa dk ,d mnkgj.k nhft,A 1

Give one example of shopping product.

29. lwpuk dks Hkh ………… lajf{kr fd;k tkuk pkfg,A 1
(A) ikloMZ (B) dEI;wVj
(C) vPNh rjg ls (D) mijksDr lHkh
Information should be …………… protected.
(A) Password (B) Computer
(C) Well (D) All of the above
30. lapkj ………… laizsf"kr djus dk dk;Z gSA ¼[kkyh LFkku Hkjsa½ 1
Communication is the job of conveying …………. . (Fill in the blank)

S