HBSE Class 12 Question Paper 2023 Retail

CLASS : 12th (Sr. Secondary) Code No. 238
Series : SS/Annual-2023
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 42 gSaA
Please make sure that the printed pages in this question paper are 8 in number and
it contains 42 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.

238 P. T. O.

(2) 238
• 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.

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

1. miHkksDrk dh leL;kvksa dks igpkuus ds fofHkUu lk/ku dkSu-dkSu-ls gSa \ 6
What are the different sources of identifying customer's problems ?
vFkok
OR

miHkksDrk ls çfriqf"V çkIr djus ds D;k ykHk gSa \
What are the benefits of getting feedback from customers ?

238

(3) 238
2. miHkksDrk lsokvksa dh fo'ks"krkvksa dk o.kZu dhft,A 6
Discuss the features of Customer Services.
vFkok
OR
lQy m|eh ds xq.kksa dk o.kZu dhft,A
Explain the qualities of a successful entrepreneur.

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

3. miHkksDrk lEcU/k çcU/ku D;k gS \ 3
What is CRM ?

4. fjVsy lsokvksa ds çdkj crkb,A 3
State the types of Retail Services.

5. fn[kkoV ds ekud D;k gSa \ 3
What is standard of appearance ?

6. lfØ; Jo.k D;k gS \ 3
What is active listening ?

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

7. m|eh dkSu gS \ 1
Who is Entrepreneur ?

8. miHkksDrk çfr/kkj.k D;k gS \ 1
What is Customer retention ?

9. E-CRM D;k gS \ 1
What is E-CRM ?

238 P. T. O.

(4) 238
10. lqfo/kktud oLrqvksa dk mnkgj.k nhft,A 1
Give an example of Convenience Products.

11. Facebook D;k gS \ 1
What is Facebook ?

12. us= lEidZ D;k gS \ 1
What is Eye Contact ?

13. okD; D;k gS \ 1
What is Sentence ?

14. vkRe-tkx#drk D;k gS \ 1
What is Self Awareness ?

15. O;fDrRo ls D;k vfHkçk; gS \ 1
What is meant by Personality ?

16. efgyk m|eh dkSu gS \ 1
Who is Woman Entrepreneur ?

17. jsQjy D;k gS \ 1
What is Referrals ?

18. miHkksDrk çfriqf"V D;k gS \ 1

What is Customer Feedback ?

19. LVkVZvi D;k gS \ 1
What is Startup ?

20. miHkksDrk mEehnksa ls D;k vfHkçk; gS \ 1
What is meant by Customer Expectations ?

238

(5) 238
21. lUns'k D;k gS \ 1
What is Message ?

22. dkf;d Hkk"kk D;k gS \ 1
What is Body Language ?

23. gfjr tkWc D;k gS \ 1
What is Green Job ?

24. ikjLifjd dkS'ky D;k gS \ 1
What is Interpersonal Skills ?

25. vkWuykbu losZ D;k gS \ 1
What is Online Survey ?

26. laxBukRed okrkoj.k D;k gS \ 1
What is Organization Climate ?

¼oLrqfu"B ç'u½
(Objective Type Questions)

27. fcØh lgk;d dks miHkksDrk dh f'kdk;rsa /;ku ls -------------- pkfg,A ¼[kkyh LFkku Hkjsa ½ 1
Sales associates should …………… to customer's complaints carefully.
(Fill in the blank)

28. CRM dsfUær gS % 1
(A) çcU/k (B) miHkksDrk
(C) ysunkj (D) mijksDr lHkh
CRM is focussed to :
(A) Management (B) Customer

(C) Creditor (D) All of the above

238 P. T. O.

(6) 238
29. fuEu esa ls dkSu-lk fjVsyj }kjk miHkksDrk f'kdk;rksa dks igpkuus dk lk/ku ugha gS \ 1
(A) fcØh lgk;d dh çfriqf"V (B) miHkksDrk ehfVax
(C) lkekftd lewg (D) dk;Zdkjh lHkk
Which one of these is not a source of identifying customer problems by the
retailer ?
(A) Feedback of sales associate (B) Customer meeting
(C) Social group (D) Executive meeting

30. fcØh lgk;d dks nwljs deZpkfj;ksa] uhfr;ksa ,oa dk;Zfof/k;ksa ij maxyh mBkuh pkfg,A
1 ¼lR;/vlR;½
Sales associate should point out the fingers at other employees, policies &
procedures. (True/False)

31. leL;kvksa dks fjVsyj dks miHkksDrk dk ------------ cukus ds volj ds :i esa ysuk pkfg,A 1

¼[kkyh LFkku Hkjsa½
A problem might give retailer an opportunity to increase customer …………. .

(Fill in the blank)

32. vf/kdkjksa dk cgko ------------- dh vksj gksrk gSA ¼[kkyh LFkku Hkjs½a 1
Authority flows from …………… . (Fill in the blank)

33. dbZ ckj fcØh lgk;d] miHkksDrk t:jrksa dks iwjk djus esa leFkZ ugha gksrk gSA ¼lR;/vlR;½ 1
Sometimes sales associates will not be able to meet a customer's need at all.
(True/False)
34. ------------- ,d eq¶r lks'ky lkbV gSA 1
(A) Qslcqd (B) bZ-esy
(C) VsyhQksu (D) mijksDr lHkh
…………. is a free social site.
(A) Facebook (B) E-mail
(C) Telephone (D) All of the above

238

(7) 238
35. çfriqf"V enn djrk gS % 1
(A) miHkksDrkvksa dks cuk, j[kus esa (B) miHkksDrk [kksus esa
(C) (A) rFkk (B) nksuksa (D) mijksDr esa ls dksbZ ugha
Feedback helps in :
(A) To retain customers (B) To loose customers
(C) Both (A) and (B) (D) None of the above

36. lqfo/kktud oLrqvksa dks [kjhnus esa miHkksDrk T;knk le; ugha yxkrkA ¼lR;/vlR;½ 1
Customer do not take much time to purchase convenience products.
(True/False)

37. fuEu esa ls dkSu-lh miHkksDrk lsok ugha gS \ 1
(A) miHkksDrk lwpuk çnku djuk
(B) foØ;ksijkUr lwpuk nsuk
(C) miHkksDrk lwpuk laxzg.k
(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

38. lsok xq.koÙkk esa 'kkfey gS] j.kuhfr;k¡] dk;Zfof/k;k¡ ,oa fu"iknu --------------A 1
(A) çcU/k (B) lwpuk ç.kkyh
(C) lEçs"k.k (D) mijksDr lHkh
Service quality include strategies, procedures and performance …………. .
(A) Management (B) Information System

(C) Communication (D) All of the above

238 P. T. O.

(8) 238
39. miHkksDrk ehV dsfUær gksrh gS % 1
(A) miHkksDrk çfriqf"V ij (B) fjVsyj çfriqf"V ij
(C) dk;Zdkjh çfriqf"V ij (D) mijksDr lHkh
Customer meet is focussed on :
(A) Customer feedback (B) Retailer feedback
(C) Executives feedback (D) All of the above

40. vkn'kZ lUns'k dh fo'ks"krk,¡ gSa % 1
(A) Li"V (B) laf{kIr
(C) 'kq)rk (D) mijksDr lHkh
The characteristics of an ideal message are :
(A) Clear (B) Concise
(C) Accurate (D) All of the above

41. CNG dk iw.kZ :i fyf[k,A 1

Write full form of CNG.

42. nwljksa ds lkFk dke djus dh ;ksX;rk dgykrh gS ------------A ¼laxBukRed dkS'ky/ikjLifjd dkS'ky½ 1

The ability to work with others is ……………… .
(Organizational Skill/Interpersonal Skill)

S
238