Karnataka 2nd PUC Question Paper 2026 Answer Key Retail

2026 II PUC EXAM – 01 KSEAB 62 RETAIL BUSINESS
KARNATAKA SCHOOL EXAMINATION AND ASSESMENT BOARD
2026 II PUC EXAM-1
SUBJECT: 62 RETAIL BUSINESS MODEL ANSWER MAX. MARKS: 60
QN. No. Value Points MARKS ALLOTTED
PART-A TOTAL
I CHOOSE THE CORRECT ANSWER
1 a) ‘Motive’ 1
2 b) Microsoft Excel 1
3 a) delivery 1
4 d) Authority 1
5 c) Information 1
6 d) executive meet 1
7 a) warranty card 1
8 c) management 1
9 a) Stay in touch 1
10 b) Customer 1
PART-B
II ANSWER THE FOLLOWING QUESTIONS:
11 Personalty disorders involve long term patterns of thoughts and behaviour that 2
unhealthy and rigid.
12 Work sheet: A worksheet is a collection of cells in the form of a grid. 1 2
Work book: A workbook is a spreadsheet that has one or more worksheets. 1
13 1. Take feedback from customers either in writing or in vital form. 1/2 2
2. Take feedback from sales associates. 1/2
3. Take feedback from the cash point. 1/2
4. Customer’s suggestion box. 1/2
14 Reviews written online by consumers who have experience to comment on the 2
product/service delivers on its promises.
15 This system supports with Storing of data electronically & assistance with analysis, 2
retrieval, distribution & Supervision of data. with accuracy.
16 Customers are expecting great products / Services from retailer. To put it simply under 2
promise & over delivary.
17 1. Sender 1/2 2
2. Receiver 1/2
3. Message 1/2
4. Mode/Medium 1/2
5. Feedback 1/2
18 Change is the only constant in business & the country side of the 21st era in littered with 2
companies that have not adapted to the Changing times.
19 The change in services offered by the retailer can be faster an environment that 2
encourages an innovation. New ideas lead to concentrating on developing
creativity. This creatively can help the retail business to grow.

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2026 II PUC EXAM – 01 KSEAB 62 RETAIL BUSINESS
20 o Empathy, endurance and steadiness 2
o Adaptability
o Clear communication
o Work ethics
o Knowledge
o Behavior (any 2)
21 An employee’s dress code essential not discriminatory in admiration of age, disability, 2
sex reassignment, religious conviction or belief, sex, or sexual orientation
22 Mobilizing finances, also knowing the various sources of generating funds for retail 2
unit.
23 Employee’s Provident Fund (EPF) be present a superannuation benefit pattern that is 2
existing to all salaried staffs.
PART-C
III ANSWER THE FOLLOWING QUESTIONS:
24 1. Reusing scrap material: For example, in paper mills, damaged rolls are sent back to the 1 3
beginning of the production line, i.e., they are added as raw material.
2. Ensuring quality control: If the quality of products is maintained, there will be a
1
decrease in rejected products, thus, reducing waste.
3. Waste exchange: This is where the waste product of one process becomes the raw
material for another. 1
25 1. Reduce greenhouse gas emissions. 2. Control waste and pollution. 1+1 3
3. Protect and restore eco system. 4.Increase the efficiency of energy & raw materials. 1+1
26 1. Listen Carefully 2. Collect information 3
3. Empathy 4. Apologize.
5. Provide solutions.
27 Shopping products customers has no sufficient information. First thing that 3
customer is expecting is all sources of information forthe product. Thus, sales
associates need to give all the information regarding product and if any problem
occur how they are resolving it. These types of products customers are not
purchasing on daily basis. The most important thing is to provideafter sales service
to the customer. Customer is ready to purchase only those shopping products
where they are getting after sales service easily and quickly.
Example: mobile phone, laptop
28 1. Personal data can be fairly obtained & processed. 1 3
2. Guarantee that it is acceptable, relevant & motivate. 1
3. Storage of data enables personal data Safe & Secure. 1
29 a. Maintain a Database: It is energetic to keep a databank of customer details, 1/2 3
comprising their names, contact evidence and purchase history.
b. Stay in Touch: Maintain continuous relationships by staying in touch withthe 1/2
customers.
c. Welcome Complaints: Complaints are really opportunities to win the customer’s 1/2
loyalty by showing them that retailer is committed to customer service and
providing the best product.
d. Loyalty Programs: These can remain discounts or point buildup programs based 1/2
on the amount bought or the number of items purchased

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2026 II PUC EXAM – 01 KSEAB 62 RETAIL BUSINESS
e. Extraordinary Customer Service: The never-ending recreation of excellence to 1/2
retain customers to help them happy that they speak to others how fine they lease
treated while doing business with retailer.
1/2
f. Ask for feedback: Most dissatisfied customers will simply walk away from
business rather than make their displeasure known.
30 a. Updating: 1/2 3
b. Create new opportunities: 1/2
c. Innovation: 1/2
d. Increase efficiency: 1/2
e. Attitudes: 1/2
f. Adopts a new technology: 1/2
g. Fulfill customer needs: 1/2
31 1. Work force: The staff or labor involved in if services to the customers is the 1 3
important cost element. The staff must be talented and good in addressing the
queries of the customers.
2. Communication/Electronic Media: The retailers must ensure availability of 1
telephone or electronic media to receive complaints from the customers. These
arrangements often include office equipment, Internet access, and receptionist
services.
3. Maintenance and up gradation of equipment: The equipment needed for
providing the services are the high cost element. Their maintenance and
upgradation is very vital to meet the requests of the customers. 1
32 a. Ask questions: Asking question after discussing the whole program is solitary of 1 3
the top way of clearing all the doubt of an employee, as one will understand the
problem of other by this question sensation.
b. Plan and organize work place information: Every company should plan and
organize a workplace consequently that they be able to give proper information
to their worker where they have to execute the plan. 1
c. Priorities and complete task: Priorities and completing of task is very
crucial part in any company have to finish some task in an appropriate period. 1
d. Balancing the work and personal priorities: Balancing of work is very important
part, as the retail firm has to do number of work in an appropriate time so they 1
haveto balance the work with their personal priorities. (any 3)
33 a. Team leader safeguards smooth and actual actions of the team. 1 3
b. He guarantees that all participants contribute during the summits and he/ she
stops members from prominent the minutes unnecessarily. 1
c. He serves as an intermediary among team then the Quality Council. 1
d. He implements the changes recommended by the team. 1
e. He makes the schedule of entire meetings and certify essential resources are 1
accessible for conducting the meeting. (Any 3)
PART-D
IV ANSWER THE FOLLOWING QUESTIONS:
34. a. Have a Strategic Plan: The retailers should have a clear, flexible, welcoming and 1 6
open procedure on problems. A problem is a gift once a customer provides up
his/her time to assistance you improve the organization.
1
b. Train Sales or Front-Line Staff and Management in Problems Handling: Retailers
should give sales staff the confidence to contact the problematic customers and
upkeep in their movements.
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2026 II PUC EXAM – 01 KSEAB 62 RETAIL BUSINESS

c. Provide Sufficient Priority and Authority for complaints handling: Employees 1
should be attentive that complaints remain a top important item for their operation,
d. Getting to the Root: Once the customer's problem is taken care of one should find 1
out why it happened.
e. Ensure to Process the Problems from all Sources: Here are four main ways to
lodge the problems – in person, through telephone, through email/internet. 1
Organization must handle all problems efficiently.
f. Analyze the Problems and Share with Everyone: Organizations must acquire a
lot of information about problems with internal processes, training, specific 1
employees/managers.
35. a. Online Reviews: Online reviews by consumers who have experience to comment on 1 6
the product/service deliver on its promises.
b. Rating Agency: An organization that gives a rating to companies or other organizations 1
through customer feedback.
c. Customer Meet: Many companies organize customer meet on annual or yearly
basis, in which they focus on customer feedback. 1
d. The Notice Board: A simple, low-tech notice board is unique and effective way
to part decent customer feedback. 1
e. Big Screen: Large retail outlets with plasma-screen televisions on customer service
flooring may find them suitable such as a high-tech substitute to the feedback 1
notification board
f. Monday Morning Meetings: A brief assembly at the starting of week is a great 1
approach to motivate the group and get everybody goes for work mode after the
weekend.
g. Letter from Customer: Noble customer service at all levels should recognize 1
throughout a company. re organization.
h. The Company Intranet: Involve sharing feedback taking place the retail outlet through 1
intranet can rise the prominence of customer feedback.
i. Social Media: Social media can be used to share customer feedback.
(Any 6) 1
34 a. Privacy Policy: The retail store or a person on behalf of the retail store that collects, 1 6
store, deals, or handles customer information is required to have a privacy policy in
place with the prescribed details.
b. Consent: While collecting customer data, the retail store must seek express written
consent from the customer via a SMS, letter, e-mail, or consent given by any 1
mode of electronic communication.
c. Transfer and Disclosure: Disclosure of customer evidence to a third event requires
preceding written accord of the customer unless such exposer has been agreed to 1
in the agreement between the retailer and the customer.
d. Reasonable Security Practices: Retail organizations have to comply with ''reasonable
security practices and procedures'' designed to safeguard customer information from
illegal access, damage, usage, modification, exposer or impairment. 1
e. Payment Gateways: Payment gateways facilitate the transmission of data between
payment portal (like website, mobile phone, etc.) and the retail store. 1
f. Sharing of Information with Third Parties: Throughout the conduct of retail
activities, retail organizations share customer data with third parties, requiring
compliance with the transfer and disclosure provisions stated in the Rules. 1

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