Karnataka SSLC Answer Key April 2019 Retail

B
CCE RF
CCE RR
Revised & Unrevised

NSQF LEVEL-2
KARNATAKA SECONDARY EDUCATION EXAMINATION BOARD, MALLESWARAM,
BANGALORE – 560 003
NSQF LEVEL-2 EXAMINATION, MARCH/APRIL, 2019
MODEL ANSWERS
Date : 04. 04. 2019 ] CODE NO. : 87-EK
Subject : Retail
( Regular Fresh & Regular Repeater )
[ Max. Marks : 60
Qn.
Value Points Total
SECTION - A

I. Four alternatives are given for each of the following questions /
incomplete statements. Choose the correct alternative and write
the complete answer along with its question number and
alphabet : 8×1=8

1. The retail outlet which gives attention to a particular category
and provides high level of service to the customers is
(A) Malls (B) Discount stores
(C) General stores (D) Speciality stores
Ans : D — Speciality stores 1

2. Which of the following layout plan gives a more sophisticated
look to the store ?
(A) Straight floor plan (B) Diagonal floor plan
(C) Angular floor plan (D) Mixed layout
Ans : C — Angular floor plan 1

RF & RR (B) - 402 [ Turn over

87-EK (Level-2) 2 CCE RF & RR
Qn.
Value Points Total

3. The ISO specified symbol for the First Aid Kit is
(A) Red cross on a Green Background
(B) White cross on a Green Background
(C) Red cross on a White Background
(D) Green Cross on a White Background
Ans : C — Red cross on a White Background 1
4. Employee State Insurance Scheme does NOT cover
(A) Medical Benefits
(B) Workman Compensation
(C) Sickness Benefits
(D) Confinement Expenses
Ans : B — Workman Compensation 1
5. RWDSU stands for
(A) Retail, Wholesale and Department Store Union
(B) Retail, Warehouse and Development State Union
(C) Ready, Warehouse and Department Store Union
(D) Read, Wireless and Database Storage Unit
Ans : A — Retail, Wholesale and Department Store Union 1
6. Billing accuracy is most important for
(A) Customer satisfaction (B) Reseller satisfaction
(C) Purchase satisfaction (D) Owner’s satisfaction
Ans : A — Customer satisfaction 1
7. The Use of Electronic Health Records (EHRs) ensures
(A) transparency (B) accuracy
(C) portability (D) reliability
Ans : B — accuracy 1
8. This is NOT one of the mode of retail transportation.
(A) e-mail (B) Road
(C) Air (D) Water
Ans : A — e-mail 1

RF & RR (B) - 402

CCE RF & RR 3 87-EK (Level-2)

Qn.
Value Points Total

II. Fill in the blanks with suitable answer : 3×1=3

9. The layout that blends the straight floor and diagonal store
layout is………………. .
Ans : Mixed layout. 1
10. The hazard that is present in most retail stores situation
is ………………. .
Ans : Trash disposal. 1
11. Wholesale billing can also be settled using ………………. billing
system.
Ans : Retail. 1
III. The features of different retail stores are given in Column-A
and their related types are given in Column-B. Match them.
4×1=4
12. Match the following :
Column-A Column-B
i) It is a location where a) Super market
goods and services are
exchanged
ii) Has a range of retail b) Hypermarket
shops in a single outlet
iii) It provides variety of c) Departmental stores
huge volumes of
exclusive merchandise
at low margins
iv) It is a self-service retail d) Malls
store
e) A market place
f) Small family run stores
g) Warehouse stores.
i) e) — A market place 1
ii) d) — Malls 1
iii) b) — Hypermarket 1
iv) a) — Super market 1

RF & RR (B) - 402 [ Turn over

87-EK (Level-2) 4 CCE RF & RR
Qn.
Value Points Total

IV. Answer the following questions : 5×1=5
13. What do you mean by ‘Retail merchandising’ ?
Retail merchandising refers to the various activities which
contribute to the sale of products to the consumers for their
end use. 1
14. What is material handling ?
Material handling is any transportation or supporting of a load
by two or more persons. 1
OR

The short distance movement of material between two or more
points refers to material handling.
15. What do you mean by standard operating procedures ?
Standard operating procedure (SOP) is a set of written
instructions that document a routine or repetitive activity
followed by an organisation. 1
16. Expand ‘OSHA’.
OSHA– Occupational Safety and Health Activity. 1
17. What is store layout ?
Store layout means the physical location of various units of the
stores that facilitate shoppers. 1
V. Answer the following questions : 4×2=8
18. List any four main functions of an admin junior merchandiser.
The four main functions of an admin junior merchandiser are :
a) Managing site and location
½
b) Managing the operative process at the stores
c) Managing customer services
d) Managing cash and stock ½
e) Managing store facilities
f) Managing security ½
g) Managing personnel
h) Crisis and IT management. ½
( Any four ) 2

RF & RR (B) - 402

CCE RF & RR 5 87-EK (Level-2)

Qn.
Value Points Total
19. As a retailer, what are the four objectives that you would
consider in retail loading and unloading ?
The objectives of retail loading and unloading are :
i) When a bulk order is obtained, send the delivery of the
material directly from the factory /wholesale dealer to the
customer
½
ii) Load the materials for delivery to the customer as early as
possible ½
iii) Protect the material from fire, rain, water, theft etc. ½
iv) Delicate materials must be handled carefully ½
v) Extra care should be taken while loading and unloading
vi) Rules must be followed
vii) Perishable goods must be handled with care. (Any four ) 2
20. Briefly explain any four importances of store layout.
Any four importances of store layout are : ½
i) It provides for impulse buying ½
ii) It permits the store to maximise the use of space in case
of selling
½
iii) It aids the customer in selecting and comparing
merchandise ½
iv) It leads to maximisation of sales
v) It guides the flow of customers to all parts of the sale.
( Any four ) 2
21. What is Retail Delivery Process ? List any two stages of Retail
Delivery Process.
The Retail Delivery is the management process designed to
help and guide the tenants from the design stages through to
1
the successful opening and trading of a store within a westfield
centre.
Any two stages of Retail Delivery process are : ½
i) Tenant’s Briefing
ii) Design Approval
iii) Fit-out ½
iv) Completion stage. ( Any two ) 2
OR

RF & RR (B) - 402 [ Turn over

87-EK (Level-2) 6 CCE RF & RR
Qn.
Value Points Total
Any four retail delivery services through different agencies are : ½
i) Show me moving and Home Delivery
ii) Retail delivery by CKDC ½
iii) Retail delivery services Dynamix
iv) We offer
½
v) Home Delivery courier
vi) E-commerce courier. ( Any four )
½ 2
VI. Answer the following questions : 3×3=9
22. Write about the principles of visual merchandising.
The principles of visual merchandising are :
a) Make it easier for the customer to locate the desired ½
category and merchandise
½
b) Make it easier for the customer to self-select
c) Make it possible for the shopper to co-ordinate and access
d) Recommend, highlight and demonstrate particular ½
products at strategic location ½
e) Educate the customer about the product in an effective
and creative way
½
f) Make proper arrangements in such a way to increase sale
of the unsought goods.
½ 3
23. Explain :
i) Personal Security Guards
ii) Residential Security Guard
iii) Corporate Security Guards.
a) Personal Security Guards : They are appointed for the
purpose of providing physical security to their employees.
They are also known as black cats or bouncers
b) Residential Security Guards : They are employed in
residential areas, apartments, aged homes and other
residential areas for providing security to their clients 1
c) Corporate Security Guards : They are employed for
internal and external security of the business assets. 1
Corporate security includes protection of corporate
buildings, shopping malls, private organisation, hospitals
etc. 1 3
OR

RF & RR (B) - 402

CCE RF & RR 7 87-EK (Level-2)

Qn.
Value Points Total

Explain any three security points in retail stores.

Any three security points in retail stores are :

a) Prevention : Starting from a simple lock, to boundary
walls, gates, they are all means of preventing loss and
damage to personnel, property and information.
1
b) Detection : An intruder may overcome protective barriers
but may still be thawed in his/her plans by a detection
and warning system that can alert the whole security
apparatus.
1
c) Interference : Once an intrusion or breach is detected,
immediate action is taken to interfere with the designs of
the intruder and prevent him/her from executing it.

d) Delay : The stronger the security system, the greater is
the delay caused to an intruder, thereby increasing the 1
chances of detection. ( Any three ) 3

24. What are the objectives of a store design ?

The objectives of a store design are :

a) Implement the retailer’s strategy

b) Influence customer buying behaviour

c) Provide flexibility

d) Control design, maintenance costs

e) Meet legal requirements

f) To optimize the sales volume of the store

g) To provide convenience in buying and to encourage the art
of exploration. ( Any six ) 6×½ 3

RF & RR (B) - 402 [ Turn over

87-EK (Level-2) 8 CCE RF & RR
Qn.
Value Points Total
VII. Answer the following questions : 2×4=8

25. As junior merchandiser, what are your basic duties ?
The basic duties of a junior merchandiser can be divided into :
a) Plainning : Though the merchandisers are not actually
involved in the actual purchase of merchandise, they
formulate the policies for the areas in which they are
responsible. 1

b) Directing : Merchandiser has to guide and train buyers
whenever need arises. Inspiring commitment and
performance in the part of the buyers is necessary
1
c) Co-ordinating : Merchandise managers supervise the work
of more than one buyer, co-ordinate the buying efforts
which fits the store image with other products being bought
by other buyers.
1
d) Controlling : Buying performance is evaluated on the basis
of net sales, marked up percentages, marked down
percentages, gross margin percentages and stock turn. It is
necessary to provide control and maintain high
1
performance results. 4
OR
Discuss the ‘Responsibility to NOT to do things’ as a junior
merchandiser.
The ‘Responsibility to NOT to do the things of a junior
merchandiser are :
a) Do not go overhead cleaning and prepping the
merchandise, this may lead to waste of time and money.
b) Do not place the tables and clothing lacks close to each
other, spread them away to get bigger and better outlook.
c) Do not deliberately set out the condition to merchandise
the old or damaged or repair, or do not lie.
d) It is fine to sell a non-working radio, to someone who
wants it, but be honest about the condition
e) Do not tell the shopper about the functioning of the
product, if it not. ( Any four ) 4×1 4

RF & RR (B) - 402

CCE RF & RR 9 87-EK (Level-2)

Qn.
Value Points Total

26. Explain any four Health care measures.
Any four Health care measures are as :
a) Liftings, carrying and standing : Loads should be broken
down into smaller units. Heavy loads should not be lifted
directly from the floor. Standing for long periods of time
should be avoided.
b) Compute operators and Data processors : The monitor
should be placed 18-30 inches from the user and the top
of the monitor should be level with the user’s eyes.
c) Fire Prevention : Good housekeeping and proper storage
and disposal of combustible and flammable materials are
used in preventing fire.
d) Floor ships Trips and Falls : Wet floors, uneven cracked
flooring, spills should be cleaned to avoid contingencies. 1
e) Machine Guarding : Machine parts frequently must be
cleaned to protect ourselves from damages.
1
f) Trash disposal : Trash compactors and loading doors
should be interlocked with drive mechanism.
1
g) Electricity shocks : Electric shock injuries are a danger
when retail workers are exposed to live, temporary or
damaged wiring. ( Any four ) 1 4
OR

State any six supervisor’s responsibilities in the retail stores.
The supervisor’s any six responsibilities are :
1
a) Instruct your co-workers to work in safe work procedures
b) Train yourself for all assigned tasks and check that work
is done safely 1
c) Enforce health and safety measures
d) Correct unsafe acts and conditions ½
e) Ensure that equipment and materials are handled, stored
and maintained ½
f) Follow up with interviews and referrals when necessary
g) Formulate healthy and safety rules and inspect the
½
workplace for hazards
h) Ensure only authorised persons only operate the tools,
equipment and hazardous chemicals. ( Any six ) ½ 4

RF & RR (B) - 402 [ Turn over

87-EK (Level-2) 10 CCE RF & RR
Qn.
Value Points Total
SECTION - B

I. Four alternatives are given for each of the following questions /
incomplete statements. Choose the correct alternative and write
the complete answer along with its question number and
alphabet : 2×1=2

27. Non-Verbal communication does not include

(A) Gestures (B) Body Language

(C) Facial expressions (D) Writing

Ans : D — Writing 1

28. Information flowing from the top of the Organisation
management hierarchy is

(A) Horizontal communication

(B) Formal communication

(C) Downward communication

(D) Lateral communication.

Ans : C — Downward communication 1

II. Fill in the blank with suitable answer :

29. The most important thing in communication is
to ……………………. .

Ans : Listen 1

III. Answer the following question :

30. What is GPS navigation device ?

GPS navigation device is any device that receives Global
Positioning System (GPS) signals for the purpose of
determining the device’s current location on earth. 1

RF & RR (B) - 402

CCE RF & RR 11 87-EK (Level-2)

Qn.
Value Points Total

IV. Answer the following questions : 2×2=4

31. State any four advantages of horizontal communication.
Any four advantages of horizontal communication are :
a) It is the flow of information between the persons of the
same hierarchial level
b) It is a real check of the power of the top leaders. ½

c) Information flow between the department is necessary to
avoid same problems faced by the different departments ½
d) Enabling horizontal communication in an organization
enables free information exchange
½
e) It enables an atmosphere where employees are comfortable
to talk with different departments and gain from their
learning. ( Any four ) ½ 2
32. What is communication media ? Mention the two forms of
communication media.
1
Communication media refers to the means of delivering and
receiving data or information.
The two forms of communication media are ½
i) Analog
ii) Digital. ½ 2
OR
Mention any two important skills in effective written
communication.
Any two important skills in effective written communication
½
are:
a) Write clearly and legibly, giving all the information needed
½
b) Use approved styles and formats for written
communication
c) Prepare and maintain various types of documents ½
d) Careful choice of words, correct sentence formation. ½ 2

RF & RR (B) - 402 [ Turn over

87-EK (Level-2) 12 CCE RF & RR
Qn.
Value Points Total

V. Answer the following question : 3

33. List the different purpose of vertical communication.
The different purposes of vertical communication are :
a) To control the flow of information and division making ½
b) It consists of orders, mandates, policy, dicisions etc.
c) It typically flows and follows a chain of command from
½
superiors to sub-ordinates
d) The information flown involves exchange from executives
to the lower levels ½
e) It might also include complaint, report, requests ½
classifications or news about trends ½
f) The achievement of goals of the organisation are clearly
½
spelled out in vertical communication. 3
VI. Answer the following question : 4

34. Explain any four methods of overcoming the barriers in
communication.
The methods of overcoming the barriers of communication
are :
a) The organisational goals must be clear, unambiguous term
promotion in the organisation
b) The subject matter to be communicated determines the
policy of the organisation
c) The channels of communication must be proper, the
persons who are in need of the communicated should be
explicity informed.
d) Top level management must share the responsibility and 1
the channels should be chacked time to time.
e) Encouragement to supportive attitude and behavioural 1
needs must be emphasized
f) Development of inter-personal aspects must be based on
mutual-respect, trust and confidence 1
g) Flow of communication must be continuously evaluated in
different directions. ( Any four ) 1 4

RF & RR (B) - 402