HBSE Class 11 Question Paper 2021 Retail

Code No. 1538
CLASS : 11th (Eleventh) Series : 11-April/2021
Roll No.










RETAIL
National Skills Qualification Framework (NSQF)
Level - 3
[ fgUnh ,oa vaxzsth ek/;e ]
[ Hindi and English Medium ]
(Only for Fresh/School Candidates)

le; : 2 12 ?k.Vs ] [ iw.kk±d : 60

Time allowed : 2 12 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 lcls Åij fn;s x;s dksM uEcj dks Nk= mÙkj-iqfLrdk ds eq[;-i`"B ij fy[ksaA
The Code No. on the top 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
Candidates must write their Roll Number on the question paper.
• d`i;k iz'uksa dk 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 question, ensure that you have been supplied the correct and
complete question paper, no claim in this regard, will be entertained after
examination.

(2) 1538
lkekU; funsZ'k %
(i) lHkh iz'u vfuok;Z gSaA
All questions are compulsory.

(ii) izR;sd iz'u ds vad muds lkeus fn, x, gSaA
Marks are indicated against each question.

[ Essay type Questions ]
[ fucU/kkRed iz'u ]

1. mnkgj.k lfgr laxfBr ,oe~ vlaxfBr fjVsy dks ifjHkkf"kr djsaA 3+3

Define organized and unorganized retail with an example.

vFkok
OR

fjVsy izfr"Bkuksa ds dksbZ N% izdkj fy[ksaA 6

Write any six types of Retail Business Establishment.

2. ^fjVsy LVksj esa inkuqØe* ij uksV fy[ksaA 6

Write note on 'Hierarchy in Retail Store'.

vFkok
OR

fjVsy LVksj esa eky dks j[kus esa vkus okyh dksbZ Hkh N% lkekU; dfBukbZ;ksa dks crk,¡A 6

State any six common difficulties arise in placing the goods in a retail store.

(3) 1538
[ y?kq mÙkjh; iz'u ]
[ Short Answer Type Questions ]

3. ^eky dk HkaMkj.k* D;k gS \ eky HkaMkj.k ds dksbZ nks midj.k fy[ksaA 1+2

What is 'Storage of Merchandise' ? Write any two tools and equipments for
storing merchandise display.

4. n`'; izn'kZu esa izdk'k] jax] cukoV] vkdkj ,oe~ vk;ke dk egRo la{ksi esa Li"V djsaA 3

Briefly explain the importance of lights, colors, texture, shape and dimensions
in visual display.

5. LokLF; ,oe~ lqj{kk ds fy, fjVsy LVksj esa mi;ksx fd, tkus okys dksbZ rhu izdkj ds midj.k@lkexzh
fy[ksaA 3

Write any three type of equipments and materials used in the stores for health
and safety.

6. fjVsy LVksj esa nq?kZVuk@vkikrdky ls fuiVus dh izfØ;k ds dksbZ rhu fcUnq fy[ksaA 3

Write any three points of procedure to deal accident/emergency in a retail
store.

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

7. fjVsy D;k gS \ 1

What is retailing ?

8. izf'k{kq lg;ksxh ds fy, lapkj dkS'ky D;ksa vko';d gS \
Why communication skills are necessary for Trainee Associate ?

9. fcØh@xzkgd lsok lg;ksxh dh fdlh Hkh ,d ftEesnkjh dks fy[ksaA 1

Write any one responsibility of a sales/customer service associate.

10. epsZUMkbt fMLiys dk dksbZ ,d ekud fy[ksaA 1

Write any one standard for display of merchandise.

(4) 1538
11. epsZUMkbt fMLiys dk D;k vFkZ gS \ 1

What is meaning of merchandise display ?

12. yscfyax dk vFkZ D;k gS \ 1

What is the meaning of Labeling ?

13. iSdsftax dh dksbZ nks rduhdksa ds uke fy[ksaA 1

Write name of any two techniques of packaging.

14. n`'; izn'kZu dk ewY;kadu djrs le; fopkj fd, tkus okys fdlh Hkh ,d rF; dks fy[ksaA 1

Write any one point to be considered while evaluating the Visual Display.

15. n`'; izn'kZu esa lq/kkj ds fy, dksbZ Hkh ,d fn'kk funsZ'k fy[ksaA 1

Write any one guideline for improvement of Visual Display.

16. eky izn'kZu esa fujkdj.k dk D;k vFkZ gS \ 1

What is the meaning of dismantling in merchandise display ?
17. eky izn'kZu esa vokafNr lkexzh D;k gS \ 1

What is the unwanted material in merchandise display ?

18. {kfrxzLr eky dk D;k vFkZ gS \ 1

What is the meaning of damaged goods ?

19. fjVsy LVksj ij ^tksf[ke* dk D;k vFkZ gS \ 1
What is the meaning of 'Risk' at retail store ?
20. fjVsy LVksj ij dksbZ ,d laHkkfor tksf[ke fy[ksaA 1
Write any type of potential risk at retail store.

21. fjVsy LVksj ij LokLF; ,oe~ lqj{kk tksf[keksa ls fuiVus ds fy, dksbZ Hkh ,d dk;Zokgh ¼,D'ku½ dks fy[ksaA
1

Write any one action to deal with health and safety risks at retail store.
22. ekSf[kd lapkj D;k gS \ 1
What is oral communication ?

23. ^gkFk /kksu*s ds vko';d pj.k fy[ksaA 1

Write essential steps of 'Hand Washing'.

(5) 1538
24. ^oMZ izkslslj* ds mi;ksx dk dksbZ ,d ykHk fy[ksaA 1

Write any one advantage of using 'Word Processor'.

25. ^fofuekZ.k* O;olk; D;k gS \ 1

What is 'manufacturing business' ?

26. ^LoPN Hkkjr vfHk;ku* (SBA) D;k gS \ 1

What is 'Swachh Bharat Abhiyan (SBA)' ?

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

27. buesa ls dkSu-lk dkS'ky ugha gS \ 1

(a) c<+bZxhjh (b) [kkuk cukuk
(c) i<+uk vkSj fy[kuk (d) Å¡pk mBuk
Which is not a skill ?

(a) Carpentry (b) Cooking

(c) Reading and writing (d) Rising up

28. [kqnjk O;kikj dks laHkkyus esa y{; gksuk egRoiw.kZ ugha gSA 1

(a) lR; (b) vlR;
It is not important to have goal in handling retail business.

(a) True (b) False

29. xzkgd lsok lg;ksxh dh fo'ks"k xfrfof/k gSA 1
(a) xzkgd iwNrkN dk nLrkosthdj.k (b) xq.koÙkk lsok esa lq/kkj
(c) u, mRikn dh igpku (d) mijksDr lHkh
Special activities of sales/customer service Associate.
(a) Documenting customer inquiries (b) Improve quality service
(c) Identifying new product (d) All of the above

(6) 1538
30. buesa ls dkSu-lj yscfyax dk izdkj ugha gS \ 1
(a) uke yscy (b) xzsM yscy
(c) czkUM yscy (d) o.kZukRed yscy
Which is not the types of labeling ?
(a) Name Lable (b) Grade lable
(c) Brand lable (d) Descriptive Lable
31. lHkh fMLIys lapkj ds mn~ns'; ds fy, fMtkbu fd;s tkrs gSaA 1
(a) lR; (b) vlR;
All displays are designed for purpose of communication.
(a) True (b) False
32. fjVsy LVksj cgqr lkjk vif'k"V mRiUu djrk gS] ftuesa vf/kdka'k vif'k"V fjlkbfdy djus ;ksX; inkFkZ
gksrs gSaA 1
(a) lR; (b) vlR;
Retail store generate lot of waste ; in that most of the waste are recyclable
materials.
(a) True (b) False
33. …………….esa fcØhdrkZ xzkgd ds lHkh langksa vkSj iz'uksa dks Li"V djrk gSA 1
(a) vkifÙk fuiVku (b) tk¡p djuk
(c) lekiu (d) dksbZ ugha
Sales person clarifies all doubts and questions of customer in ……….. .
(a) Handling objection (b) Follow-Up
(c) Closing (d) None
34. ……………..esa fcØhdrkZ igyh ckj xzkgd ls feyrk gSA 1
(a) igq¡p ¼vizksp½ (b) izLrqrhdj.k
(c) iwoZs{k.k (d) mijksDr lHkh
Sales person meets customer for first time in …………….. .
(a) Approach (b) Presentation
(c) Prospecting (d) All of the above

(7) 1538
35. fo|qr midj.kksa ds lkFk lEidZ dk dkj.k ugha cu ldrk gS % 1

(a) fctyh dk >Vdk (b) nq?kZVuk
(c) tyuk (d) dksbZ ugha
Contact with electrical equipment can not cause.

(a) Shock (b) Accident

(c) Burns (d) None

36. …………… LokLF; vkSj lqj{kk ds fy, LVksj esa mi;ksx fd, tkus okys midj.k vkSj lkexzh dk izdkj
gS % 1

(a) pkdw (b) gFkksM+k
(c) izkFkfed fpfdRlk fdV (d) cYyk
………….. is the types of equipment and materials used in the stores for health
and safety.

(a) Knife (b) Hammer

(c) First aid kit (d) Bat

37. …………………. dks iqfyl] Qk;j ;k esfMdy vkikr fLFkfr ds fy, funsZ'k nsaA 1

Instructing ……………….. to call police, fire or medical emergencies.

38. buesa ls dkSu&lk vkSipkfjd vfHkoknu gS \ 1

(a) xqM ekfuZax (b) xqM bofuax
(c) xqM vk¶Vj uwu (d) mijksDr lHkh
Which of these are formal greetings ?

(a) Good Morning (b) Good Evening

(c) Good Afternoon (d) All of the above

(8) 1538
39. Mªsflax vkSj laojuk nwljksa ij vkids lexz izHkko dks izHkkfor ugha djrk gSA 1

(a) lR; (b) vlR;

Dressing and Grooming does not affect your overall impression on others.

(a) True (b) False

40. vki fycjs vkWfQ+l ys[ku esa orZuh ijh{k.k dks 'kq: djus ds fy,] fdl esuw fodYi dk mi;ksx djsaxsa \ 1
(a) Tools > Spelling (b) Tools>Automatic Spell checking
(c) Tools > Language (d) Tools > Options
Which menu option will you use to start the spell checker in Libre Office
Writer ?

(a) Tools > Spelling (b) Tools>Automatic Spell checking

(c) Tools > Language (d) Tools > Options

41. ,d m|eh vius ckWl ;k izcU/kd dks fjiksZV djrk gS % 1

(a) lR; (b) vlR;

An entrepreneur reports to the boss or a manager :
(a) True (b) False

42. jklk;fud moZjdksa vkSj dhVuk'kdksa dk iz;ksx Ñf"k i;kZoj.k dks uqdlku igq¡pk ldrk gS % 1

(a) lR; (b) vlR;

The use of chemical fertilizers and pesticides can harm the agricultural
environment :

(a) True (b) False

S