Karnataka 2nd PUC Model Question Paper 2024 for Retail

MODEL
QUESTION PAPER
II PUC

2024

gÁ¶ÖçÃAiÀÄ P˱À®å CºÀðvÁ ZËPÀlÄÖ (J£ï.J¸ï.PÀÆå.J¥ï)
¢éÃwAiÀÄ ¦AiÀÄĹ (ºÀAvÀ 4)
«µÀAiÀÄ :jÃmÉʯï
«µÀAiÀÄ ¸ÀAPÉÃvÀ – 62
¸ÀªÀÄAiÀÄ : 2.15 UÀAmÉUÀ¼ÀÄ MlÄÖ ¥Àæ±ÉßUÀ¼À ¸ÀASÉå : 37 UÀjµÀÖ CAPÀUÀ¼ÀÄ : 60
__________________________________________________________________________
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¸ÀÆZÀ£ÉUÀ¼ÀÄ:
1. F ¥Àæ±Éß ¥ÀwæPÉAiÀÄÄ 37 ªÀ¸ÀÄÛ¤µÀ× ªÀÄvÀÄÛ«µÀAiÀÄ ¤µÀ× jÃwAiÀÄ ¥Àæ±ÉßUÀ¼À£ÀÄß M¼ÀUÉÆArzÉ.
2. ªÀ¸ÀÄÛ¤µÀ× ªÀÄvÀÄÛ «µÀAiÀĤµÀ× ¥Àæ±ÉßUÀ¼ÉgÀqÀPÀÆÌ «gÀÄzÀݪÁV ¤ÃqÀ¯ÁzÀ ¸ÀÆZÀ£ÉUÀ¼À£ÀÄß C£ÀĸÀj¹
3. §® ¨sÁUÀzÀCAa£À°ègÀĪÀavÀæªÀÅ ¥Àæ±ÉßUÀ½UÉ UÀjµÀ× CAPÀUÀ¼À£ÀÄß ¸ÀÆa¸ÀÄvÀÛzÉ.
4. ¥Àæ±Éß ¥ÀwæPÉAiÀÄ ªÉÄïÁâUÀzÀ°è ¥ÀwæPÉUÉGvÀÛj¸À®ÄUÀjµ ¸ÀªÀÄAiÀĪÀ£ÀÄß ¤ÃqÀ¯ÁVzÉ, EzÀÄ ¥Àæ±Éß
¥ÀwæPÉAiÀÄ£ÀßNzÀ®Ä 15 ¤«Ä¸ÀUÀ¼À£ÀÄß M®UÉÆArzÉ.
5. ¥Àæ±Éß ¥ÀwæPÉAiÀÄ£ÀÄßjªÀ¸ïðeÁPÉmï¤AzÀ ªÀÄÄZÀѯÁVzÉ, ¥ÀjÃPÉëAiÀÄ ¥ÁægÀA¨sÀzÀ ¸ÀªÀÄAiÀÄzÀ°è
¥ÀwæPÉAiÀÄ£ÀÄßvÉgÉAiÀÄ®Ä ¤ÃªÀŧ®¨sÁUÀzÀ°Pè ÀvÀÛj¸À¨ÉÃPÀÄ. ¥Àæ±Éß ¥ÀwæPÉAiÀÄJ¯Áè ¥ÀÄlUÀ¼ÀÄ ºÁUÉÃ
EªÉAiÉÄÃJA§ÄzÀ£ÀÄß ¥Àj²Ã°¹.
¨sÁUÀ - J
J. ¸ÀjAiÀiÁzÀGvÀÛgÀªÀ£ÀÄß Dj¹ §gɬÄj 1x10=10
1. EªÀÅUÀ¼À°è AiÀiÁªÀÅzÀÄa®ègÉ ªÁå¥ÁjUÀ½AzÀ UÁæºÀPÀgÀ ¸ÀªÀĸÉåUÀ¼À£ÀÄß UÀÄgÀÄw¸ÀĪÀ ªÀÄÆ®ªÀ®è.
J) ¸Éïïì C¸ÉÆùAiÉÄÃmï£À ¥ÀæwQæAiÉÄ, ©) UÁæºÀPÀgÀ ¨sÉÃn
¹) ¸ÁªÀiÁfPÀ UÀÄA¥ÀÄ r) PÁAiÀÄð¤ªÁðºÀPÀgÀ ¨sÉÃn
2. UÁæºÀPÀgÀ ¸ÀªÀĸÉåAiÀÄ£ÀÄß ¤¨sÁ¬Ä¸ÀĪÀ ºÀAvÀUÀ¼À°è F PɼÀV£ÀªÀÅUÀ¼À£ÀÄß ¸ÉÃj¸À¯ÁV®è.
J) UÁæºÀPÀgÀÄ K£ÀÄ ªÀiÁqÀ¨ÉÃPÉAzÀÄJZÀÑjPɬÄAzÀ UÀªÀÄ£ÀºÀj¹ ªÀÄvÀÄÛ CªÀÅUÀ¼À£ÀÄß ¥ÀjºÀj¸À®Ä
CªÀPÁ±ÀªÀiÁrPÉÆr.
©) zÀƶ¸ÀĪÀÅzÀgÉÆA¢UÉ PÀëªÉÄAiÀiÁa¹.
¹).¸ÀºÁAiÀÄPÀ ªÀÄvÀÄÛvÉÆAzÀgÉVÃqÁzÀjÃwAiÀÄ°è ¥Àæ±ÉßUÀ¼À£ÀÄß PÉý.
r) UÁæºÀPÀjUÉAiÀiÁªÀ ¥ÀjºÁgÀªÀÅ ¸ÀÆPÀª Û ÁVzÉJAzÀÄ «£ÀAw¹.
3. ªÀiÁgÁlzÀ ¸ÀºÀªÀwðUÀ¼ÀÄ ¸ÀA§A¢ü¹zÀ zÀÆgÀÄUÀ½UÉ dªÁ¨ÁÝgÀgÁVgÀĪÀÅ¢®è.
J) ºÁ¤UÉƼÀUÁzÀ ¸ÀgÀPÀÄUÀ¼À §zÀ° ©) ¹éÃPÀÈw ¥ÀvÀæªÀ£ÀÄß PÀ¼ÀÄ»¸À¯ÁUÀÄvÀÛzÉ.
¹) ¤¢ðµÀÖGvÀà£Àß zÀÆgÀÄUÀ¼ÀÄ r) dªÁ¨ÁÝj
4. UÁæºÀPÀgÀÄ ¸ÀA§AzsÀªÀ£ÀÄß ¸Áܦ¸À®Ä ªÀÄvÀÄÛ ºÉƸÀzÀ£ÀÄß ¥ÁægÀA©ü¸À®Ä ¸ÀA§AzsÀªÀÅ ¸ÀºÁAiÀÄ ªÀiÁqÀÄvÀÛzÉ.
J) ¥ÀgÀ¸ÀàgÀQæAiÉÄ ©) ªÀiÁvÀÄPÀvÉ
¹) ¸ÀA¥ÀQð¸ÀĪÀÅzÀÄ r) ªÉÄð£À J®èªÀÅ
5. a®ègÉ ªÁå¥ÁgÀzÀ°U è ÁæºÀPÀgÀ ¥ÀæwQæAiÉÄ KPÉ ªÀÄÄRåªÁVzÉJA§ÄzÀPÉÌ ¸ÀA¸ÉÜAiÀÄ PÁgÀtUÀ¼ÀÄ.
J) GvÀà£Àß /¸ÉêÉAiÀÄ£ÀÄß ¸ÀÄzsÁj¸À®Ä ¨ÉA§® ©) G£ÀßvÀvÀAvÀæªÀ£ÀÄß ¤ÃqÀÄvÀÛzÉ.
¹) UÁæºÀPÀ ªÀQîgÀ£ÀÄß ¤®ðQë¸À®Ä §¼À¸ÀĪÀÅzÀÄ r) UÁæºÀPÀgÀzsÁgÀuÉAiÀÄ ¥ÀæUÀwUÉ
¸ÀºÁAiÀĪÀiÁr.
6. ªÀÄÆgÀ£ÉÃWÀl£ÉUÉUÁæºÀPÀgÀ ¸ÁPÀëöåªÀ£ÀÄß §»gÀAUÀ¥Àr¸À®Ä ªÀÄÄAavÀªÁVCUÀvÀå«gÀĪÀ °TvÀM¥ÀàAzÀ ____
J) PÀA¥À¤ ©) UÁæºÀPÀ
¹) ¸ÀPÁðgÀ r) ªÉÄð£À J®èªÀÅ

7. CRM ªÀiÁgÁlzÀ ¤ªÀðºÀuÉUÁæºÀPÀDgÉÊPÉ ªÀgÀ¢AiÉÆA¢UÉ §gÀÄvÀÛzÉ ªÀÄvÀÄÛ _______
J) ªÀiÁgÁl ©) Rjâ
¹) ªÀiÁPÉðnAUï r) ªÉÄð£ÀªÀÅUÀ¼À°è AiÀiÁªÀÅzÀÆC®è.
8. CªÀ£À/CªÀ¼À£ÀÄß gÀQë¸ÀĪÀÅzÀÄ ªÀiÁ°ÃPÀgÀGvÀÛgÀzÁ¬ÄvÀéªÁVzÉ. PÁ«ÄðPÀjUÉ «±ÉõÀªÁV __________
PÉ®¸ÀzÀ°z è ÀÝgÀÆgÀQë¸À¯ÁUÀÄvÀÛzÉ.
J) ºÉtÄÚ ©) UÀAqÀÄ

¹) vÀÈwÃAiÀÄ °AV r) CªÀÅUÀ¼À°è AiÀiÁªÀÅzÀÆE®è.
9. F PɼÀV£À UÀÄjUÀ¼À£ÀÄß ¸Á¢ü¸À®ÄvÀAqÀzÀ PÉ®¸ÀªÀÅ ªÀÄÄRå
J) vÀgÀ¨ÉÃw ©) GvÁàzÀPÀvÉ
¹) ¤²ÑvÁxÀð r) ªÉÄð£À J®èªÀÇ
10. ¸ÀAªÀºÀ£ÀªÀÅ __________C£ÀÄß w½¸ÀĪÀ PÉ®¸ÀªÁVzÉ.
J) vÀgÀ¨ÉÃw ©) ªÀiÁ»w
¹) eÁÕ£À r) ¸ÀAzÉñÀ
¨sÁUÀ - ©
II. F PɼÀV£À AiÀiÁªÀÅzÁzÀgÀÆ ºÀvÀÄÛ ¥Àæ±ÉßUÀ½UÉ GvÀÛj¹: 10 x 2 = 20
11. UÁæºÀPÀgÀ ¸ÀªÀĸÉåUÀ¼À£ÀÄß UÀÄgÀÄw¸ÀĪÀ ªÀÄÆ®UÀ¼À£ÀÄß w½¹
12. £ÀPÁgÁvÀäPÀvÉAiÀÄ ¥ÀæAiÉÆÃd£ÀUÀ¼À£ÀÄß ¥ÀnÖªÀiÁr.
13. ªÀÄÄPÀÛ ¥Àæ±ÉßUÀ¼ÀÄ JAzÀgÉãÀÄ?
14. SÁ¸ÀV ¤ÃwJAzÀgÉãÀÄ?
15. UÁæºÀPÀgÀ ¤jÃPÉëUÀ¼À£ÀÄß ¥ÀÆgÉʸÀĪÀÅzÀÄ ºÉÃUÉ?
16. ªÀiÁgÁlªÀ£ÀÄß ªÁåSÁ夹.
17. CRM ¥ÀæQæAiÉÄAiÀÄ ¸ÀªÀÄAiÀĪÀ£ÀÄß ºÉÃUÉ PÀrªÉĪÀiÁqÀÄvÀÛzÉ?
18. UÁæºÀPÀgÀ ¤jÃPÉëAiÀÄ£ÀÄß ¥ÀÆgÉʸÀ¢gÀ®ÄAiÀiÁªÀÅzÁzÀgÀÆJgÀqÀÄ PÁgÀtUÀ¼À£ÀÄß PÉÆr.
19. UÁæºÀPÀgÀ ¸ÉÃªÉ JAzÀgÉãÀÄ?
20. ¸À®ºÉ ¥ÉnÖUÉUÀ¼À£ÀÄß KPÉ §¼À¸À¯ÁUÀÄvÀÛzÉ?
21. a®ègÉ ¸ÉêÉUÀ¼À «zsÀUÀ¼À£ÀÄß ¥ÀnÖªÀiÁr.
22. AiÉÆÃfvÀªÀ®èzÀ §zÀ¯ÁªÀuÉJAzÀgÉãÀÄ?
23. vÀAqÀzÀ PÉ®¸À JAzÀgÉãÀÄ ?
¨sÁUÀ -¹
III. F PɼÀV£À AiÀiÁªÀÅzÁzÀgÀÆDgÀÄ ¥Àæ±ÉßUÀ½UÉ GvÀÛj¹: 6 x 3 = 18
24. UÁæºÀPÀgÀ ¸ÀªÀĸÉåAiÀÄ£ÀÄßUÀÄgÀÄw¸ÀĪÀ ªÀÄÆ®ªÀ£ÀÄß w½¹.
25. UÁæºÀPÀgÀ ¥ÀæwQæAiÀÄ ¥ÀjPÀgÀUÀ¼ÀÄ AiÀiÁªÀŪÀÅ?
26. UÁæºÀPÀgÀ ¥ÀæwQæAiÉÄAiÀÄ£ÀÄß ¥ÀqÉAiÀÄĪÀ ªÀiÁUÀðUÀ¼ÀÄ AiÀiÁªÀŪÀÅ?
27. UÁæºÀPÀ ¸ÉêÉAiÀÄ£ÀÄßvÀ®Ä¦¸ÀĪÀ PÁAiÀÄð«zsÁ£ÀªÀ£ÀÄß §gɬÄj.
28. ¸ÀAªÀºÀ£À ¥ÀæQæAiÉÄAiÀÄZÁmïð gÀa¹.
29. UÁæºÀPÀgÉÆA¢V£À ¸ÀAªÀºÀ£ÀUÀ¼À£ÀÄß ¸ÀÄzsÁj¸À®ÄUÁæºÀPÀgÀ M¼ÀºÀjªÀÅUÀ¼À£ÀÄß ¸ÀÄzsÁj¸À®Ä ¸ÉêÁ ¹§âA¢UÉ
30. PÉ®ªÀÅ ¥ÀæªÀÄÄR ¸À®ºÉUÀ¼À£ÀÄß ¥ÀnÖªÀiÁr.
31. a®ègÉ ªÁå¥Áj ¤ÃqÀĪÀ ¸ÉêÉAiÀÄ°è ªÀiÁrzÀ §zÀ¯ÁªÀuÉAiÀÄ ¥ÀjuÁªÀĪÀ£ÀÄß M¼ÀUÉÆArgÀĪÀZÁmïðC£ÀÄß
gÀa¹.
32. ¥ÀæwQæAiÉÄAiÀÄ£ÀÄß ¸ÀAUÀ滸ÀĪÀ «zsÁ£ÀUÀ¼ÀÄ AiÀiÁªÀŪÀÅ?
33. a®ègÉ ªÁå¥ÁjUÀ¼À ¸ÉÃªÉ ªÀÄvÀÄÛUÁæºÀPÀgÀ ¤jÃPÉëAiÀÄ £ÀqÀÄ«£À CAvÀgÀPÉÌPÁgÀtªÀ£ÀÄß ZÀað¹.vÀAqÀzÀ ¸ÀzÀ¸ÀågÀ
dªÁ¨ÁÝjUÀ¼ÀÄ AiÀiÁªÀŪÀÅ?
¨sÁUÀ– r
IV. F PɼÀV£À AiÀiÁªÀÅzÁzÀgÀÆJgÀqÀÄ ¥Àæ±ÉßUÀ½UÉ GvÀjÛ ¹: 2 x 6 = 12

34. UÁæºÀPÀgÀ ¥ÀæwQæAiÉÄAiÀÄ£ÀÄß ºÉÃUÉ ¸ÀAªÀºÀ£À ªÀiÁqÀĪÀÅzÀÄ.
35. «±Áé¸ÁºÀðUÁæºÀPÀ ¸ÉêÉAiÀÄ£ÀÄßvÀ®Ä¦¸À®Ä ¥Àæw ¸ÀA¸ÉÜAiÀÄÄC£ÀĸÀj¸À¨ÉÃPÁzÀ PÉ®ªÀÅ PÁAiÀÄð«zsÁ£ÀªÀ£ÀÄߥÀnÖ
ªÀiÁr.
36. UÁæºÀPÀgÀ ¤jÃPÉëUÀ¼À£ÀÄß ¥ÀÆgÉʸÀ¢zÁÝUÀ £ÁªÀÅ AiÀiÁªÀ ¥ÀjºÁgÀªÀ£ÀÄß ¤ÃqÀ§ºÀÄzÀÄ ? «ªÀj¹.
37. UÁæºÀPÀgÉÆA¢UÉ ªÀåªÀºÀj¸ÀĪÁUÀ ªÀvÀð£ÉAiÀÄ CA±ÀUÀ¼À£ÀÄß «ªÀj¹.

MODEL QUESTION PAPER 2023 - 2024
NATIONALSKILLSQUALIFICATIONFRAMEWORK(NSQF)
IIPUC (LEVEL–4)
SUBJECT: RETAIL
SUBJECT CODE - 62
Time:2.15Hours Total Number of Questions: 37 MaxMarks:60
INSTRUCTIONS:
1. This question paper consists of 37 objective and subjective types of questions.
2. Follow the instruction given against both the objective and subjective types of questions.
3. Figure in the right-hand margin indicates maximum marks for the questions.
4. The maximum time to answer the paper is given at the top of the question paper. It
includes 15 minutes for reading question paper.
5. The question paper has been sealed by reverse jacket you have to cut on the right side to
open the paper at the time of commencement of examination. Check whether all the
pages of the question paper intact.

PART – A
I. Choose the correct answer 10*1=10
1. Which one of these is not a source of identifying customer problem by the retailer
a) Feedback of sales associate b) Customer Meet
c) Social group d) Executives Meet
2. 2.The following is /are not included in steps in dealing with the customer problems
a)Pay attention continuously cautiously to what the customer has to & let them
resolve
b)Make an apology with blaming
c)Ask questions in helpful and troubled manner
d)Request the customer, what solution would be suitable to them.
3. Sales associate are not responsible for complaints related to__________________
a) Replacements of damaged group b) Sending acknowledgement letter
c) Specific product complaint d) Responsibility
4. 4.With the customer helping to establish rapport and begin a new relationship
a) Interaction b) Negotiating
c) Connecting d) All of the above
5. The reason has to why customer feedback remains important in retail
organisation_________________________
a) Support to improve a product or service
b) Offers the top techniques
c)Use to ignore customer advocates
d) Helps to progress customer retention
6. Disclosure of customer evidence to a third event requires preceding written accord of
the__________________

a) Company b) Customer
c) Government d) All of the above
7. CRM comes with management of sales, customer care report and __________________
a) Selling b) Buying
c) Marketing d)Sales

8. 8.It is the accountability of the proprietor to safe guard that his/her workers
essentially__________________ workers are protected through at work
a)Female b)Male
c) Transgender d)Both a & b
9. Team work in important to achieve for the following targets__________________
a) Training b) Productivity
c) Engagement d)All of the above
10. Communication is the job of conveying_______________________
a) Training b) Information
c) Knowledge d)Message

PART-B
II. ANSWER ANY TEN OF THE FOLLOWING QUESTIONS: 10X2=20
11. State the sources of identification of customer problem.
12. List two benefits of negotiation.
13. What is an open ended question?
14. What is private policy?
15. How to meet customer expectations?
16. Define Sale.
17. How CRM reduces process time?
18. Give any two reasons for not meeting customer expectation.
19. What do you mean by customer service?
20. Why suggestion boxes used?
21. List the types of retail service.
22. What is unplanned change?
23. What is Team work?
PART-C
III. ANSWER THE ANY SIX OF THE FOLLOWING QUESTIONS: 6X3=18
24.State the sources of identifying customer problems.
25. What are the customer feedback tools?
26. What are the ways are getting customer fee back.?
27. Write procedure for delivering customer service.
28. Draw a chart of process of communication.
29.To improve interaction with customers. List some important tips for service staff to
improve customer interaction.
30. Draw a chart containing the impact of change made in service offered by retailer.
31. What are the methods of collection of feedback.?
32.Discuss the reason for gap between retailer service and customer expectation.
33. What are the responsibilities of a team member.?

PART-D
IV. ANSWER THE ANY TWO OF THE FOLLOWING QUESTIONS: 2X6=12

34.How to communicate customer feedback?
35. For delivering reliable customer service every organization must follow some
procedure. List the procedure.
36. What solution we can offer when customer expectation is not meet? Explain.
37. Explain the behavioral aspects in dealing with customer.

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