HP Board Class 11 Model Question Paper 2022 Retail Term 2

Term - II (Level - III) (iv) Answers should be brief and to the point in
Class – 11th answer-sheet.
Subject – Retail ©ûÊ⁄ ‚¢ÁˇÊåà ∞fl¢ ‚≈Ë∑ „ÙŸð øÊÁ„∞–
Time : 3 hours M.M. : 40 (v) Answer the questions of 01 mark in one word or
one line, 2 marks in 20 to 40 words, 3 marks in
(i) Candidates are required to give answers in their
60-90 words.
own words as far as practicable.
¬⁄ˡÊÊÕ˸ ÿÕÊ‚¢÷fl •¬Ÿð ‡ÊéŒÙ¥ ◊𥠩ûÊ⁄ Œð¥– v •¢∑ ∑ð ¬˝‡ŸÙ¥ ∑ð ©ûÊ⁄ v ‡ÊéŒ ÿÊ ¬¢ÁÄà ◊ð¥ w •¢∑ Ù¥ flÊ‹ð ¬˝‡ŸÙ¥
∑ð ©ûÊ⁄ wÆ-yÆ ‡ÊéŒÙ¥ ◊ð¥ ∞fl¢ x •¢∑ Ù flÊ‹ð ¬˝‡ŸÙ¥ ∑ð ©ûÊ⁄ {Æ-
(ii) Marks alloted to each question are indicated
~Æ ‡ÊéŒÙ¥ ◊𥠌ËÁ¡∞–
against it.
Q.1. Answer the following questions : 5×1=5
¬˝àÿð∑ ¬˝‡Ÿ ∑ð •¢∑ ©‚∑ð ‚Ê◊Ÿð ÁŒ∞ ª∞ „Ò¥ –
Áfl‡Êð· ÁŸŒð¸‡Ê (Special Instructions) :–
(a) The ways of providing product information
(i) While answering questions, you must indicate on are :
your answer book the same question no. as
(i) Product videos
appears in your question paper.
(ii) E-mail
¬˝‡ŸÙ¥ ∑ð ©ûÊ⁄ ŒðÃð ‚◊ÿ ¡Ù ¬˝‡Ÿ ‚¢ÅÿÊ ¬˝‡Ÿ ¬òÊ ¬⁄ Œ‡Êʸ߸ ªß¸
(iii) Banner and poster
„Ò ©ûÊ⁄ ¬ÈÁSÃ∑ Ê ¬⁄ fl„Ë ¬˝‡Ÿ ‚¢ÅÿÊ Á‹πŸÊ •ÁŸflÊÿ¸ „Ò –
(ii) Do not leave blank page/pages in your answer
book. ©à¬ÊŒ ∑ Ë ¡ÊŸ∑ Ê⁄Ë ¬˝ŒÊŸ ∑ ⁄Ÿð ∑ð ÃË⁄∑ð „Ò¥ —
©ûÊ⁄-¬ÈÁSÃ∑ ∑ð ’Ëø ◊ð¥ πÊ‹Ë ¬ãŸÊ/¬ãŸð Ÿ ¿ÙÁ«∏ ∞– (v) ©à¬ÊŒ flËÁ«ÿÙ

(iii) All questions are compulsory.
(w) ߸-◊ð‹
(x) ’ÒŸ⁄ •ı⁄ ¬ÙS≈⁄
‚÷Ë ¬˝‡Ÿ •ÁŸflÊÿ¸ „Ò¥ –
(y) ©åÊ⁄ÙÄà ‚÷Ë

(b) Full form of CSA is : (d) The ways to motivate customers to buy are:
(i) Customer service associate (i) Promote positivity

(ii) Consumer service associate (ii) Inform the customer

(iii) Common service associate (iii) Improve brand image

(iv) None of these (iv) All of the above

CSA ∑ Ê ¬Í⁄ Ê ŸÊ◊ „Ò — ª˝Ê„∑ Ù¥ ∑ Ù π⁄ËŒÊ⁄Ë ∑ð Á‹∞ ¬˝ðÁ⁄à ∑ ⁄Ÿð ∑ð Ã⁄Ë∑ð „Ò¥ —
(v) ∑ S≈◊⁄ ‚Áfl¸‚ ∞‚ÙÁ‚∞≈ (v) ‚∑ Ê⁄Êà◊∑ ÃÊ ∑ Ù ’…∏ ÊflÊ

(w) ∑ íÿÍ◊⁄ ‚Áfl¸‚ ∞‚ÙÁ‚∞≈ (w) ª˝Ê„∑ ∑ Ù ‚ÍÁøà ∑ ⁄ŸÊ
(x) ’˝Ê¢« ¿Áfl ◊𥠂ȜÊ⁄
(x) ∑ ÊÚ◊Ÿ ‚Áfl¸‚ ∞‚ÙÁ‚∞≈
(y) ©¬⁄ÙÄà ‚÷Ë
(y) ߟ◊𥠂ð ∑ Ù߸ Ÿ„Ë¥
(e) Choose the correct spelling :
(c) Some risks which turn into emergencies at
retail store include : ‚„Ë fløŸË øȟ𥠗
(i) Gas leaks (i) Environment (ii) Enverment
(iii) Envirnmont (iv) Envarnment
(ii) Explosion
Q.2. Answer the following questions : 10 × 2 = 20
(iii) Equipment failure
(a) What is an entrepreneur ?
πÈŒ⁄Ê S≈Ù⁄ ◊ð¥ ∑È ¿ ¡ÙÁπ◊ ¡Ù •Ê¬ÊÃÁSÕÁà ◊𥠒Œ‹ ¡ÊÃð
©l◊Ë ÄÿÊ „Ò ?
„Ò¥ ‡ÊÊÁ◊‹ „Ò¥ —
(b) Why do customer need product informations?
(v) ªÒ‚ Á⁄‚Êfl (w) ÁflS» Ù≈
ª˝Ê„∑ Ù¥ ∑ Ù ©à¬ÊŒ ∑ Ë ¡ÊŸ∑ Ê⁄Ë ∑ Ë •Êfl‡ÿ∑ ÃÊ ÄÿÙ¥ „ÙÃË
(x) ©¬∑ ⁄áÊ Áfl» ‹ÃÊ (y) ©¬⁄ÙÄà ‚÷Ë „Ò ?

(c) What is green economy ? (b) Explain the various types of risks in a retail
„Á⁄à •Õ¸√ÿflSÕÊ ÄÿÊ „Ò ? organization.

(d) Define customer motivation. ∞∑ Á⁄≈ð ‹ ‚¢ª∆Ÿ ◊ð¥ ÁflÁ÷㟠¬˝∑ Ê⁄ ∑ð ¡ÙÁπ◊Ù¥ ∑ Ê fláʸŸ
∑ ⁄‘¥ –
ª˝Ê„∑ ¬˝ð⁄ áÊÊ ∑ Ù ¬Á⁄÷ÊÁ·Ã ∑ ⁄‘¥ –
(c) What do you mean by customer information?
(e) What is the post sales service support ?
What are ways of maintaining customer
Á’∑˝ Ë ∑ð ’ÊŒ ∑ Ë ‚ðflÊ ‚◊Õ¸Ÿ ÄÿÊ „Ò ? information ? What are the benefits for
(f) What is safety ? maintaining records of customer information?
‚È⁄ ˇÊÊ ÄÿÊ „Ò ? ª˝Ê„∑ ‚ÍøŸÊ ‚ð •Ê¬ ÄÿÊ ‚◊¤ÊÃð „Ù ? ª˝Ê„∑ ¡ÊŸ∑ Ê⁄Ë
(g) Write a note on ergonomics. ∑ Ù ’ŸÊð ⁄πŸð ∑ð Ã⁄Ë∑ð ÄÿÊ „Ò ? ª˝Ê„∑ ¡ÊŸ∑ Ê⁄Ë ∑ Ê
üÊ◊ŒˇÊÃÊ ‡ÊÊSòÊ ¬⁄ ∞∑ Á≈å¬áÊË Á‹π𥖠Á⁄∑ ÊÚ«¸ ’ŸÊ∞ ⁄πŸð ∑ð ÄÿÊ ‹Ê÷ „Ò¥ ?
(d) Explain the stakeholders in green economy.
(h) How should a retailer deal with risk ?
„Á⁄à •Õ¸√ÿflSÕÊ ◊ð¥ Á„ÃœÊ⁄áÊÙ¥ ∑ Ê fláʸŸ ∑ ⁄‘¥ –
∞∑ πÈŒ⁄Ê Áfl∑˝ð ÃÊ ∑ Ù ¡ÙÁπ◊ ‚ð ∑Ò ‚ð ÁŸ¬≈ŸÊ øÊÁ„∞?
(e) What is emergency ? And also explain action
(i) What is Swachh Bharat abhiyan ?
plan for emergency.
Sflë¿ ÷Ê⁄à •Á÷ÿÊŸ ÄÿÊ „Ò ? •Ê¬ÊÃ∑ Ê‹Ê ÄÿÊ „Ò ? •ı⁄ •Ê¬ÊÃ∑ Ê‹ ∑ð Á‹∞ ∑ Êÿ¸
(j) What are customer service standard ? ÿÙ¡ŸÊ ∑ Ë √ÿÊÅÿÊ ÷Ë ∑ ⁄‘¥ –
ª˝Ê„∑ ‚ðflÊ ◊ÊŸ∑ ÄÿÊ „Ò¥ ?
Q3. Answer the following questions : 5 × 3 = 15
(a) What are the steps involved in personalised
sales service ?
√ÿÁÄêà Á’∑˝ Ë ‚ðflÊ ◊𥠇ÊÊÁ◊‹ ∑ Œ◊ ÄÿÊ „Ò ?