Goa Board Class 12 Sample Paper 2023 Office Administration

Sample Paper
&
Question Paper Pattern
2022
2023

GOA BOARD

OFFICE ADMINSTRATION 2022-23
Syllabus to be followed for the Academic Year 2022-23
CLASS XII (Theory) Total Marks: 40
FIRST TERM (20 Marks)
Chapter -1
Office Organisation 06
a. Meaning of Manager
b.Functions and Duties of a Manager
c. Meaning of Accountant
d. Duties and Responsibilities of an Accountant
e. Meaning and duties of Superintendent
f. Meaning, Duties and Responsibilities of Chief Executive Officer
e. Meaning of Cashier
f. Duties and Responsibilities of Cashier
h. Meaning of Clerk
i. Duties and tasks of Office Clerk

Chapter - 2
Leadership 05
a- Meaning and definition of Leadership
b Qualities of good leader----vision and goal, self confidence, discipline etc.
c. Leadership styles –
Factors influencing leadership styles.
d. Types of Leadership styles
i— Autocratic — advantages and disadvantages
ii — Laissez Faire — advantages and disadvantages
iii— Participative leadership — advantages and disadvantages
e. — New styles of leadership — Situational Leadership, Transformational
Leadership, Transactional Leadership.

Chapter -3

Team Work 06
a. Meaning of Team and Group
b. Difference between Group and Team
c. Meaning of Team Work
d. Importance of Team work
e. Task of a team leader
f. Stages of team development Forming, Storming, Norming and Performing
g. Qualities of an ideal team- One common goal, competent member,
co-operation, support or belief, commitment, frankness, good at work execution ,
effective leadership, regular review.

Chapter - 4
Sales letters 03
a. Introduction
b.Importance of sales letters in business
c. Drafting the sales letters - Attention, Interest, Desire , Action.
d. The purpose of sales letters
e. Planning of a sales letter
f. The follow up of sales letters
g. Circulars and multiple letters

SECOND TERM (20 Marks)
Chapter - 5
Consumer Guidance Cell 06
a. Introduction
b. Definition of a Consumer
c. Functioning of the Consumer Cell.
d. Procedure for Redressal.
e. Important Redressal Laws.
f. Right to Information.- Introduction-Definition of Information-Procedure for Right to

Information.

Chapter- 6
Interview 05
a. Meaning of Interview
b. Types of Interview –
i — Telephone Interview ii- Job Promotion Interview
iii - Appraisal Interview iv— Stress interview
V-Panel Interview vi - On-line Interview
vii- Grievance Interview viii— The Exit Interview
ix - Problem Interview x— Selection Interview -Types of Selection Interview
xi— Reprimand Interview
c. Employment or Selection interview
d. Candidates preparations— Physical preparation, Mental preparation, Psychological
preparation.
Chapter -7
Customer Services 09
a. Introduction and Definition of Service
b. Categories of Services Primary , Secondary and Tertiary services
c. Definition of Customer Services
d. Characteristics of Good Customer Services
e. Types of Customer Services
f. Functions of Customer Services
g. Seven essentials of excellent Customer Services
h. Skills for excellent Customer Services

SCHEME OF EXAMINATION FOR THEORY PAPER (2022-23)

I TERM BOARD EXAM (All 20 MCQ Questions)…….……………...………… 20Marks

II TERM BOARD EXAM (Subjective Paper) - No MCQ Questions to be asked...20Marks

INTERNAL TEST MARKS (Average) ………...…..……………………………. 10Marks

(1st Internal test + 2nd Internal Test + Innovative Test/6 = 20+20+20/6)

TOTAL ………………………………..………………………………………… 50Marks

Office Administration – (Practicals) Std: XII Total Marks:100
Practicals to be conducted and evaluated for the Academic Year (CCE) 2022-23.
First Term: 50 Marks
Unit Topic Practicals Marks
I Computer typing in English (Advanced typing skills) lesson 1 & 2 (June) 4
Devnagri Typing Lesson 16 ,17, 18, 19 8
II Computer typing in English (Advanced Typing skills) lesson 3, 4 & 5 (July) 9
Devnagri Typing Lesson 20, 21 4

III Computer Typing in English (Advanced Typing Skills) Lesson 6 & 7 speed @25 w.p.m.)
(August) 8

Devnagri Typing Lesson 22,23 (September)zz 4
IV
Typing Sales letter
1. Sales promotion letter 3
2. Follow up letter
3. After sales letter (Feedback)

Files 5
Viva 5

Total 50

Instructions:
1. Files to be maintained by each student for practicals
2. Printouts of computer typing in English and Devnagri should be duly filed 3. At
least two practicals of Sales Letter should be taken and duly filed 4. Following records
should be maintained.
i Attendance register for practicals ii Register showing marks of
continuous evaluation unit wise.

Second Term (Marks 50)
V Computer typing in English (Typing speed @ 30,35 & 40 w.p.m.) Nov.
6
Devnagri typing lesson 24
2
Preparing Voucher:

1.Expenditure incurred in Travelling. 4
2. Expenditure incurred in Electricity
3. Expenditure incurred in Travelling and Coolie etc.(any two)

Computer typing in English (Typing speed @ 45,50 & 55 w.p.m.) Dec. 4
VI Devnagri typing lesson 25,26,27 Dummy 6
interview: 3
For the post of cashier/Accountant/clerk (any one)
Drafting of R.T.I. Letter (as per the RTI Act 2005)
4
Computer typing in English (Typing speed @60w.p.m.) Jan.
VII 2
Devnagri Typing Lesson 28,29,30
6

Lodging Consumer Complaints with Consumer Forum at District
3
Level (any one letter)
5
Files
5
Viva

Total 50

Instructions:
1. Files is to be maintained by each student for practicals
2. Printouts of computer typing in English and Devnagri should be duly filed
3. At least Two practical’s of voucher and drafting of RTI letter should be taken and
duly filed
4. Following records should be maintained.
i Attendance register for practical’s
ii Register showing marks of continuous
evaluation unit wise.
Note: After completion of English computer typing and Devnagri typing successfully the student should
be given the speed certificate by the institution.
(For English computer typing the minimum speed is 40w.p.m.)

I ST TERM EXAM
MODEL QUESTION PAPER
OFFICE ADMINISTRATION 2022-23
DURATION: 1 HOUR MAX. Marks: 20
------------------------------------------------------------------------------------------------------------------------------
GENERAL INSTRUCTIONS:
i. All questions are compulsory
ii. Question No. 1 to 20 consists of Multiple-Choice Questions.
iii. Figures to the right indicate marks allotted to each question.
iv. Write the number of the questions clearly on the answer book.
------------------------------------------------------------------------------------------------------------------------------
1. An employee who handle all the cash transection of an organization (1)
is the duty of ___________
A. accountant
B. office clerk
C. cashier
D. manager
2. Preparing annual report and financial statement for planning and decision making
is the duty of ____________ (1)
A. Clerk
B. Accountant
C. Cashier
D. Manager
3. A new style of leadership where the leaders engage their team in a way that
moves them to become leader’s is________ (1)
A. Situational leadership style
B. Transformational leadership style
C. Participative leadership style
D. Transactional leadership style.
4. Democratic leadership is also known as ________ (1)
A. Autocratic leadership
B. Situational leadership
C. Participative leadership
D. Laissez fair leadership
5. Which of the following is a good quality of a leader (1)
A. delegation
B. planning
C. vision and goal
D. all of the above

6. The first duty of a cashier is _______ (1)

A. Providing training and assistance to newly joined cashiers.
B. guiding and solving queries of customers.
C. greeting the customers entering the organisation.

D. checking daily cash accounts.
7. A top executive who is responsible for a firms overall operation and performance
is known as ___________ (1)
A. Manager
B. Superintendent
C. Accountant
D. Chief Executive Officer
8. The first and the most important leadership skill required to succeed for a
good leader is _____ (1)
A. patience
B. planning
C. persistence
D. discipline
9. Which of the following is the duty of an office clerk. (1)
A. operating office machines
B. Answering telephone direct calls and taking messages
C. compiling and mailing bills, contracts, policies, invoices and cheques.
D. All of the above.
10. The difference between good and great leader comes down to _________ (1)
A. persistence
B. discipline
C. self confidence
D. communication skill

11. The four stages of team development are forming, storming, norming (1)
and ___________
A. guiding
B. performing
C. leading
D. non of the above
12. The most highly individualized form of advertisement and publicity is ________ (1)
A. circular
B. multiple letter
C. purchase letter
D. sales letter

13. A group of people who come together and work to achieve a common goal or purpose

is____________________ (1)
A. group
B. goal

C. team
D. work group
14. The full form of TEAM is ________ (1)
A. Together Everybody Achieves More
B. Together Everyone Achieves Much
C. Together Everyone Achieves More
D. Together Everybody Achieves Many
15. Which of the following is not a good quality of an Ideal Team (1)
A. one common goal
B. competent member
C. cooperation
D. planning

16. A letter in which many copies are made and send out is_________ (1)
A. advertisement
B. multiple letter
C. promotion letter
D. circular
17. In teamwork, workgroup produce individual work products and team___________ (1)
A. focus on goal
B. focus on team
C. produce collective work product
D. produce work product
18. The full form of AIDA is __________________ (1)
A. Attention, Interest, Desire, Action
B. Attention, Interest, Desire, Activity
C. Attention, Interest, Decision, Action
D. Attention, Internet, Desire, Activity

19. The functions of Manager’s are planning, organizing, staffing, Leading and ______ (1)
A. communication
B. training
C. controlling
D. non of the above.

20. The process of working collaboratively with a group of people in order to achieve a goal
is ______________________ (1)
A. team work
B. work group
C. team
D. group

Goa Board of Secondary and Higher Secondary Education, Alto, Betim-
Goa.
Blue-Print
H.S.S.C. Examination
Duration: 1 Hours Maximum Marks: 20
Subject: Office Administration

Objectives Knowledge Understanding Application Skill Marks

Content area VSA VSA VSA VSA VSA VSA SA-II LA VSA SA-I SA-II LA VSA SA-I SA-II LA
1(1
Office Organization 1(1) 1(1) 1(1) ) 1(1) 1(1) 6

Leadership 1(1) 1(1) 1(1) 1(1) 1(1) 5

1(1
Team Work 1(1) 1(1) 1(1) ) 1(1) 1(1) 6

Sales Letters 1(1) 1(1) 1(1) 3

4 4 4 2 3 2 1 20

OFFICE ADMINISTRATION

Second Term Model Question Paper 2022-23

DURATION : 1 hours Marks: 20
Total No of Questions: 12
_______________________________________________________________
INSTRUCTIONS:

I) There are three sections in this question paper. (A ,B & C)

II) In Section A there are four questions of which question

number 1 & 2 are to be answered in a word, phrase or figure

and question number 3 and 4 are to be answered in one

sentence only.

III) Answer all the questions from Section A and Section B

IV) Answer any two questions from Section C.

V) Figures to the right indicate marks allotted to each question.

VI) Write the number of each question clearly on the answer book.

SECTION A
1. A person who buys or hires goods or services for a consideration i.e. price
which has been fully or partly paid.
01

2. An activity or benefit that one party can offer to another that is essentially
intangible and does not result in the ownership of anything.
01

3. What is a Reprimand Interview? 01

4. What is the full form of R. T. I. 01

5. State four important Redressal laws passed in India. 02

6. Write a short note on Problem Interview. 02
7. As a candidate how will you physically and mentally prepare yourself
before an interview. . 02
8. Explain any two skills for excellent Customer Services. 02
9. Explain the procedure for Redressal under Consumer Guidance Cell. 02
(Four Points)

SECTION C ( Answer Any Two Question)
10. Explain three categories of Customer Service. 03
11. Explain any three characteristics of good customer service. 03
12. Explain any three types customer service. 03

Goa Board of Secondary and Higher Secondary Education , Alto, Betim-Goa.
Blue-Print
H.S.S.C. Examination
Duration: 2 Hours Maximum Marks: 20
Subject: Office Administration

Objectives Knowledge Understanding Application Skill Marks

Content area VSA SA-I SA-I SA-I VSA SA-I SA-II SA -II VSA SA-I SA-II LA VSA SA-I SA-II LA
Consumer Guidance
Cell 1(1) 1(2) 1(2) 1(1) 6

Interview 1(1) 1(2) 1(2) 5

Customer Service 1(1) 1(2) 1(3) 1(3) 9

3 4 2 1 2 3 3 2 20