NBSE Class 12 Question Paper 2022 Retail (Vocational)

Total number of printed pages : 2 NB-XII/R(V)/1 2022 Retail (Vocational) Total marks : 50 Time : 2 hours General instructions : i) Approximately 15 minutes is allotted to read the question paper and revise the answers. ii) All questions are compulsory except Q. nos.18 to 23 where general option is given. iii) The question paper consists of 23 questions. iv) Marks allocated to every question are indicated against it. N.B: Check to ensure that all pages of the question paper are complete as indicated on the top left side. 1. Choose the correct answer from the given alternatives: 10x1=10 i. Which one of the following is a fundamental part of identifying customers’ pain points? a) Quantitative research b) Qualitative research c) Surveys d) Live chats ii. The single greatest challenge facing agencies today is a) getting new clients b) retaining current clients c) time management d) lack of knowledge iii. The most important thing to do when a customer complain, is to a) give excuses b) ignore c) give explanation d) listen iv. Which of the following is the organizational procedure to deal with customer problems? a) Getting to the root b) Attention c) Discipline d) Politeness v. Once the complaint of the customer is heard and understood, the issue should be a) elevated to the Manager b) resolved immediately c) reported to the police d) closed vi. A popular way of getting customer feedback is a) live chat b) research c) survey d) advertisement vii. Which of the following is not a stage of active listening? a) Receiving b) Understanding c) Non-responding d) Evaluating viii. Understanding of one’s own needs, desires, habits, traits and feelings is known as a) consciousness b) self-awareness c) personality traits d) individuality ix. An arrangement of cells in a horizontal (sleeping) manner in a spreadsheet is the a) column b) cell c) worksheet d) row

-2- NB-XII/R(V)/1 x. UNEP stands for a) United Nations Energy Program b) United Nations Environment Program c) United Nations Employment Program d) United Nations Emergency Program Answer the following questions in one word or one sentence: 2. What is customer pain point? 1 3. What happens when we are defensive while dealing with customer complaints? 1 4. Why is the way a company approaches an issue important? 1 5. Which method is the easiest way to receive customer feedback? 1 6. What is communication? 1 7. Write any one step to overcome personality disorder. 1 8. Mention any two presentation software. 1 9. State any one benefit of green jobs. 1 Answer the following questions in 20-50 words: 10. Mention the two primary sources of information that is needed to identify customers’ pain points. 2 11. What is meant by ‘let customer try before they buy’? 2 12. Why is it important to fix customers’ problem immediately? 2 13. ‘Customer complaints are inevitable’. Justify the statement with two reasons. 2 14. Write two things that can be learned through customers’ complaint. 2 15. Distinguish between prompted and unprompted feedback. 2 16. Why should a company put the customer in the centre of the business and treat their feedback as the most valuable source of information? 2 17. Mention any two characteristics of entrepreneurship. 2 Answer any four from the following questions in 60-100 words: 18. Explain the four types of customer pain points. 4 19. Explain the meaning of ‘give customers an easy way to share their ideas’. 4 20. Briefly explain how the following can help to negotiate with customer and convince them to resolve the complaints: 2+2=4 i) No fighting ii) Resolution 21. Examine how customer feedback helps to improve products and services in business. 4 22. Discuss the method of live chats and social channels to get feedback on solving customers’ problems. 4 23. What is stress? State any three ways to manage stress. 1+3=4 ***********************************