CBSE Class 12 Retail Services Question Paper 2019

SET-4
Series BVM H$moS> Z§.
Code No. 268
amob Z§. narjmWu H$moS >H$mo CÎma-nwpñVH$m Ho$ _wI-n¥ð >na
Roll No. Adí` {bIo§ &
Candidates must write the Code on the
title page of the answer-book.

 H¥$n`m Om±M H$a b| {H$ Bg àíZ-nÌ _o§ _w{ÐV n¥ð> 8 h¢ &
 àíZ-nÌ _| Xm{hZo hmW H$s Amoa {XE JE H$moS >Zå~a H$mo N>mÌ CÎma-nwpñVH$m Ho$ _wI-n¥>ð> na {bI| &
 H¥$n`m Om±M H$a b| {H$ Bg àíZ-nÌ _| >33 àíZ h¢ &
 H¥$n`m àíZ H$m CÎma {bIZm ewê$ H$aZo go nhbo, àíZ H$m H«$_m§H$ Adí` {bI| &
 Bg àíZ-nÌ H$mo n‹T>Zo Ho$ {bE 15 {_ZQ >H$m g_` {X`m J`m h¡ & àíZ-nÌ H$m {dVaU nydm©• _|
10.15 ~Oo {H$`m OmEJm & 10.15 ~Oo go 10.30 ~Oo VH$ N>mÌ Ho$db àíZ-nÌ H$mo n‹T>|Jo Am¡a
Bg Ad{Y Ho$ Xm¡amZ do CÎma-nwpñVH$m na H$moB© CÎma Zht {bI|Jo &
 Please check that this question paper contains 8 printed pages.
 Code number given on the right hand side of the question paper should be
written on the title page of the answer-book by the candidate.
 Please check that this question paper contains 33 questions.
 Please write down the Serial Number of the question before
attempting it.
 15 minute time has been allotted to read this question paper. The question
paper will be distributed at 10.15 a.m. From 10.15 a.m. to 10.30 a.m., the
students will read the question paper only and will not write any answer on
the answer-book during this period.

IwXam godmE±
RETAIL SERVICES

{ZYm©[aV g_` : 3 KÊQ>o A{YH$V_ A§H$ : 60
Time allowed : 3 hours Maximum Marks : 60

268 1 P.T.O.

gm_mÝ` {ZX}e :
(i) Bg àíZ-nÌ _| 33 àíZ em{_b h¢ {OZ_| go Aä`Wu H$mo {g\©$ 25 àíZ H$aZo H$s µOê$aV
h¡ &
(ii) àíZ-nÌ Xmo IÊS>m| _| {d^m{OV h¡ &
IÊS> A
 ~hþ{dH$ënr` àíZ /[aº ñWmZ ^[aE /grYo àíZ : Hw$b 12 àíZ em{_b h¢ Omo
1 – 1 A§H$ Ho$ h¢ & BZ_| go {H$Ýht 10 àíZm| Ho$ CÎma Xr{OE &

 A{V bKw CÎmar` àíZ : BZ_| Hw$b 7 àíZ em{_b h¢, àË`oH$ Ho$ 2 A§H$ h¢ & BZ_| go
{H$Ýht 5 àíZm| Ho$ CÎma Xr{OE &
 bKw CÎmar` àíZ : BZ_| Hw$b 7 àíZ em{_b h¢, àË`oH$ Ho$ 3 A§H$ h¢ & BZ_| go
{H$Ýht 5 àíZm| Ho$ CÎma Xr{OE &
IÊS> ~
XrK© CÎmar` /{Z~ÝYmË_H$ àíZ : BZ_| Hw$b 7 àíZ em{_b h¢, àË`oH$ Ho$ 5 A§H$ h¢ & BZ_|
go {H$Ýht 5 àíZm| Ho$ CÎma Xr{OE &
General Instructions :
(i) This question paper contains 33 questions out of which the candidate
needs to attempt only 25 questions.

(ii) Question paper is divided into two sections.

SECTION A
 Multiple choice questions / Fill in the blanks/Direct questions :
contains total 12 questions of 1 mark each. Answer any 10 questions.
 Very short answer type questions : contains total 7 questions of
2 marks each. Answer any 5 questions.
 Short answer type questions : contains total 7 questions of 3 marks
each. Answer any 5 questions.

SECTION B
Long answer / Essay type questions : contains total 7 questions of 5 marks
each. Answer any 5 questions.

268 2

IÊS> A$
SECTION A

{H$Ýht Xg àíZm| Ho$ CÎma Xr{OE & 110=10
Answer any ten questions.

1. Ñí`-{dH«o$Vm BZ_| go _m¡g_ Ho$ AZwgma {H$g MrµO H$m »`mb aIVo h¢ ?
(H$) J«mhH$m| (I) Amny{V©H$Vm©Am|
(J) EOoÝQ>m| (K) {I‹S>H$s àXe©Z
Visual Merchandiser takes care of the _______ representing a seasonal theme.
(a) Customers (b) Suppliers
(c) Agents (d) Window display

2. gr.Ama.E_. Am¡a g^r {hVYmaH$m| (eo`aYmaH$m|) Ho$ ~rM gr.Ama.E_. A§JrH$aU EH$ à`mg
h¡ {Og_| em{_b h¢
(H$) H$_©Mmar (I) {Z`moº$m
(J) J«mhH$ (K) Cn`w©º$ g^r
CRM adoption is an effort between CRM and all stakeholders including
(a) Employees (b) Employers
(c) Customers (d) All of the above
3. J«mhH$ {eH$m`V h¡
(H$) àe§gm (I) MoVmdZr
(J) lo` (K) Cn`w©º$ _| go H$moB© Zht
Customer complaint is
(a) Compliment (b) Warning
(c) Credit (d) None of the above
4. EH$ _________ dh ì`{º$ h¡ {OgH$m ì`dgm` àmW{_H$ ê$n go IwXam ì`mnma go AmVm h¡ &
(H$) {dVaH$ (I) Xbmb (Am‹T>{V`m)
(J) \w$Q>H$a {dHo«$Vm (K) {dHo«$Vm
A __________ is someone whose business comes primarily from retailing.
(a) Distributor (b) Jobber
(c) Retailer (d) Vendor

268 3 P.T.O.

5. BboŠQ´>m°{ZH$ IwXam ì`mnma H$m AW© h¡
(H$) ^m¡{VH$ _mJmªo go ì`mnma
(I) g‹S>H$m| Ho$ _mÜ`_ go ì`mnma
(J) BboŠQ´>m°{ZŠg Am¡a B§Q>aZoQ> _mJ© go ì`mnma
(K) Cn`w©º$ _| go H$moB© Zht
Electronic retailing means
(a) Business by physical routes
(b) Business through streets
(c) Business by electronics and internet route
(d) None of the above

6. {ZåZ{b{IV _| go H$m¡Z-gr gwna_mH©o$Q> àXe©Z VH$ZrH$ Zht h¡ ?
(H$) H$moU ì`mnma (I) a§J
(J) H§$Q>oZa Am¡a n«m°n (K) nX©o
Which of the following is not a supermarket display technique ?
(a) Angled merchandise (b) Colour
(c) Containers and props (d) Curtains

7. ImÚ ì`mnma _| `h em{_b Zht h¡ :
(H$) aoñQ>moa|Q> (I) {H$amZm ñQ>moa
(J) AmBgH«$s_ H$s XþH$mZ (K) ñQ>oeZar ^§S>ma
Food merchandising does not consist of
(a) Restaurants (b) Grocery stores
(c) Ice-cream Parlours (d) Stationery stores

8. Am§V[aH$ {hVYmaH$ (eo`aYmaH$) h¢
(H$) AmnHo$ g§JR>Zm| Ho$ ^rVa Ho$ bmoJ Am¡a {d^mJ
(I) AmnHo$ g§JR>Zm| Ho$ ~mha Ho$ bmoJ Am¡a {d^mJ
(J) (H$) Am¡a (I) XmoZm§|
(K) Cn`w©º$ _| go H$moB© Zht
Internal stakeholders are
(a) People and departments within your organizations
(b) People and departments outside your organizations
(c) Both (a) and (b)
(d) None of the above

268 4

9. {ZåZ{b{IV g^r µJ¡a-ñQ>moa IwXam ì`mnma Ho$ CXmhaU h¢, Ho$db EH$ H$mo N>mo‹S>H$a :
(H$) _ob Ho$ Ûmam {dH«$`
(I) H$n‹S>m| H$s EH$ XþH$mZ _| JhZo ~oMZm
(J) XadmOo-go-XadmOo H$m g§nH©$
(K) B§Q>aZoQ> na dñVwAm| H$m {dH«$`
All of the following are examples of non-store retailing except :
(a) Selling by mail
(b) Selling jewellery in a clothing store
(c) Door-to-door contact
(d) Selling goods on the Internet

10. E_.Ama.nr. H$m AW© h¡
(H$) A{YH$V_ \w$Q>H$a {~ÝXþ (I) A{YH$V_ \w$Q>H$a _yë`
(J) A{YH$V_ \w$Q>H$a ñWmZ (K) A{YH$V_ \w$Q>H$a {nH$
MRP stands for
(a) Maximum retail point (b) Maximum retail price
(c) Maximum retail place (d) Maximum retail pick

11. nhMm{ZE {H$ BZ_| go H$m¡Z-gm Am¡Úmo{JH$ CËnmX Zht h¡ &
(H$) BñnmV (I) gr_|Q>
(J) agm`Z$ (K) Q>obr{dµOZ
Identify which is not an industrial product.
(a) Steel (b) Cement
(c) Chemical (d) Television

12. EH$ \w$Q>H$a {dH«o$Vm _____________ Ho$ _Ü` àË`j H$‹S>r h¡ &
(H$) CËnmXH$ VWm WmoH$ {dH«o$Vm (I) CËnmXH$ VWm J«mhH$
(J) J«mhH$ VWm IwXam ì`mnmar (K) Cn`w©º$ g^r
A retailer is a direct link between

(a) Producer and wholesaler (b) Producer and customer

(c) Customer and retailer (d) All of the above

268 5 P.T.O.

{H$Ýht 5 àíZm| Ho$ CÎma Xr{OE & 25=10
Attempt any 5 questions.

13. \w$Q>H$a gyMZm àUmbr Ho$ _hÎd Ho$ {H$Ýht Xmo {~ÝXþAm| H$m C„oI H$s{OE &
State any two points of the importance of Retail Information System.

14. àXe©Z go nhbo CËnmXm| H$mo {_{lV (n¥WH²$) Š`m| {H$`m OmVm h¡ ? {H$Ýht Xmo H$maUm| H$m C„oI
H$s{OE &
Why are products assorted before display ? State any two reasons.

15. {I‹S>H$s àXe©Z Ho$ H$moB© Xmo bm^ ~VmBE &
State any two benefits of Window Display.

16. H$m°nm}oaoQ> ûm§¥Ibm \w$Q>H$a ì`mnmar H$m¡Z hmoVo h¢ ? {H$Ýht Xmo H$m°nm}oaoQ> ûm§¥Ibm \w$Q>H$a ñQ>moam| Ho$
Zm_ ~VmBE &
Who are corporate chain retailers ? Name any two corporate chain retail
stores.

17. B§Q>aZoQ> ì`dgm` H$s H$moB© Xmo hm{Z`m± Xr{OE &
Give any two disadvantages of Internet business.

18. J«mhH$ à{VYmaU aUZr{V H$s Amdí`H$Vm Š`m| h¡ ? {H$Ýht Xmo H$maUm| H$m C„oI H$s{OE &
Why is customer retention strategy required ? State any two reasons.

19. \w$Q>H$a ì`mnma Ho$ {H$Ýht Xmo H$m`m] H$m C„oI H$s{OE &
State any two functions of retailing.

{H$Ýht 5 àíZm| Ho$ CÎma Xr{OE & 35=15
Attempt any 5 questions.

20. H«$`-{dH«$` (_M}ÝS>mBqµOJ) H$m Š`m AW© h¡ ?
What is meant by merchandising ?

21. Cn^moº$m ì`dhma Ho$ AÝVJ©V g_ñ`m nhMmZ H$m Š`m AW© h¡ ?
What is meant by problem recognition under consumer behaviour ?
268 6

22. H${ZîR> {dH«o$Vm Ho$ {H$Ýht VrZ H$V©ì`m§o H$m C„oI H$s{OE &
State any three duties of a Junior Merchandiser.

23. \w$Q>H$a emoY H$s {H«$`m{d{Y H$m g§jon _| dU©Z H$s{OE &
Describe briefly the procedure of retail research.

24. \w$Q>H$a gyMZm àUmbr Ho$ AÝVJ©V \w$Q>H$a OmZH$mar Ho$ òmoVm| H$mo g§jon _| g_PmBE &
Explain briefly the sources of retail information under Retail Information
System.

25. \w$Q>H$a {~H«$s gh`moJr H$s ê$naoIm Š`m hmoZr Mm{hE ?
What profile should a Retail Sales Associate possess ?

26. {dH«$` {~ÝXþ {dnUZ H¡$go {H$`m OmVm h¡ ? g§jon _| g_PmBE &
How is Point of Sale marketing done ? Explain briefly.

27. {H$gr ^r g§JR>Z H$s g\$bVm Ho$ {bE à^mdr {hVYmaH$m| (eo`aYmaH$m|) Ho$ à~§YZ H$s
Amdí`H$Vm Š`m| h¡ ? g§jon _| g_PmBE &
Why is effective stakeholders’ management required for any
organization’s success ? Explain briefly.

IÊS> ~
SECTION B

{H$Ýht 5 àíZm| Ho$ CÎma Xr{OE & 55=25
Attempt any 5 questions.

28. µJ¡a-ñQ>moa AmYm[aV IwXam {~H«$s Ho$ {d{^Þ ê$nm| H$s ì`m»`m H$s{OE &
Explain various forms of non-store based retailing.

29. dV©_mZ g§X^© _| IwXam gyMZm àUmbr H$s Amdí`H$Vm H$mo g_PmBE &
Explain the need for Retail Information System in the present context.

268 7 P.T.O.

30. Amn EH$ J«mhH$ godm gh`moJr h¢ Am¡a lr EŠg AmnHo$ nmg AmVo h¢ VWm j{VJ«ñV {Ibm¡Zo
Ho$ ~mao _| {eH$m`V H$aVo h¢, {Ogo CgZo AmnHo$ ñQ>moa go IarXm Wm & O~ CgZo Ka na n¡Ho$Q>
Imobm Vmo CgZo nm`m {H$ {Ibm¡Zm j{VJ«ñV Wm & Amn lr EŠg H$s {eH$m`V H¡$go g§^mb|Jo ?
You are a customer service associate and X comes to you and complains
about the damaged toy which he bought from your store. He discovered
that the toy was damaged when he opened the pack at home. How would
you handle the complaint of X ?

31. KQ>Zm à~§YZ Ho$ VhV XñVmdoµOrH$aU à{H«$`m Ho$ _m°S>b H$s ì`m»`m H$s{OE &
Explain the model of documentation process under event management.

32. EH$ ì`{º$ \w$Q>H$a {dH«$` gh`moJr H¡$go ~Z gH$Vm h¡ ? g_PmBE &
How can a person become a Retail Sales Associate ? Explain.

33. \w$Q>H$a aUZr{V (H$m`©Zr{V) Ho$ {H$Ýht nm±M VÎdm| H$mo g§jon _| g_PmBE &
Briefly explain any five elements of retail strategy.

268 8