Karnataka 2nd PUC Question Paper 2025 Answer Key Retail Business

Government of Karnataka
Karnataka Secondary Education Examination Board

Question Paper
ANSWER KEY

1
KARNATAKA SCHOOL EXAMINATION AND ASSESMENT BOARD
II PUC EXAM-1 MARCH -2025
SUBJECT: 62- RETAIL BUSINESS MODEL ANSWER
QN. No. Value Points MARKS
PART-A TOTAL
I CHOOSE THE CORRECT ANSWER 10
1 b.Listening 1
2 d. Ctrl + X 1
3 a..Employee 1
4 b . Listen 1
5 a.Retain 1
6 c .Customer 1
7 a. Organization 1
8 d. Management 1
9 a. Customer 1
10 a .Teamwork 1
PART-B
II ANSWER THE FOLLOWING QUESTIONS:
11 Stress is a state of feeling upset annoyed and helpless called stress. 2
12 1.Microsoft excel 1 2
2. Libra office calc 1
3. Google sheets (any 2) 1
13 1.Conflit resolution 1 2
2.Problem solving 1
3. Satisfaction of customer 1
4. Develop customer loyalty (any 2) 1

14 Suggestion Box is suggestion-putting box, which help the management 2
system. A Suggestion Box can be installed on retailer location where
customers can make Suggestions for retailer’s company without its consent.

15 Customer feedback is a procedure of finding the customer’s opinion about a 2
business, product or service.

IIPUC EXAM -1, MARCH 2025 KSEAB 62-RETAIL MODEL ANSWERS

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16 1. Mobile 1/2 2
2. Laptop 1/2
3. Furniture 1/2
4. Car 1/2
17 E-CRM Today the widely used techniques to develop customer relationship 2
are E-CRM functions with the usage of the clear environmental intranet,
extranet and internets refers to managing all forms of relationships with
customer with use of information technology.
18 1. Communicate 1 2
2. Exceed expectation 1
3. Request for feedback 1
19 Customer Retention is an activity that the retailing organization 2
carries out in orderto decrease customer dissatisfaction.
20 1. Organization-Wide Change: 2
2. Transformational Change:
3. Personnel Change:
4. Unplanned Change:
5. Remedial Change:
21 Right skills should be demonstrated by sales person repeatedly. Pay attention 2
to the important details of the problem and demonstrate the skills accordingly.
22 1. Trustworthy 1/2 2
2. Dependable 1/2
3. Co-operative 1/2
4. Tolerant 1/2
23 An employee’s dress code essential not discriminatory in admiration of age, 2
disability, sex reassignment, religious conviction or belief, sex, or sexual
orientation.
PART-C
III ANSWER THE FOLLOWING QUESTIONS:
24 1. Service Entrepreneur 1/2 3
2. Business Entrepreneur 1/2
3. Industrial Entrepreneur 1/2
4. Agricultural Entrepreneur 1/2
5. Technical Entrepreneur 1/2
6. Non –technical Entrepreneur 1/2
7. Professional Entrepreneur 1/2
8. IT Entrepreneur (any 6) 1/2
IIPUC EXAM -1, MARCH 2025 KSEAB 62-RETAIL MODEL ANSWERS

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25 1. Reuse scalp material 1/2 3
2. Ensure quality control 1/2
3. Waste exchange 1/2
4. Managing e-waste 1/2
5. Use of ecofriendly material 1/2
6. Reuse , Recycle 1/2
26 1.Listen well, Let the irate customer off steam 1/2 3
2. Acknowledge the problem 1/2
3.Get the facts 1/2
4.Offer a solution 1/2
27 1. Connect with customer 1/2 3
2. Identity wants & expectations of the customers 1/2
3. Know about Resources 1/2
4. Take action/expectation 1/2
5. Fallow up 1/2 3
6. Thank them 1/2
28 1. Refine products or services 1/2 3
2. Identify ideal customers 1/2
3. Improve the quality of the product to build the customer loyalty 1/2
4. Pricing strategy 1/2
5. Effective marketing and sales strategy 1/2
29 • Empathy, endurance and steadiness
• Adaptability
• Clear communication
• Work ethics
• Knowledge
• Behavior
30 • Social Influences: 3
• Online shopping mechanism:
• Incentive mechanism:
• Mechanism of effective delivery:
• Online perceived value:
• Word of mouth mechanism:
• Measures Customer service performance:

IIPUC EXAM -1, MARCH 2025 KSEAB 62-RETAIL MODEL ANSWERS

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31 • Response Cards 3
• Customer Surveys
• Talking to Customers
• Customer Incentives
• Survey Organizations
• Comment boxes
• Call Customers Regularly
• Feedback Forms
• Social Media
Suggestion Boxes
32 • Updating: 3
• Create new opportunities:
• Innovation:
• Increase efficiency:
• Attitudes:
• Adopts a new technology:
• Fulfill customer needs: (any 6)
33 • Members support the team leader for helping in achieving 3
organizational goals.
• Team members should give honest feedback.
• Collective efforts are required for success of team process.
PART-D
IV ANSWER THE FOLLOWING QUESTIONS:
34 1.Have a Strategic Plan: 6
The retailers should have a clear, flexible, welcoming and open
procedure on problems.
2. 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.
3. Provide Sufficient Priority and Authority for complaints handling:
Employees should be attentive that complaints remain a top important
item for their operation,
4. Getting to the Root: Once the customer's problem is taken care of one
should find out why it happened.
5. Ensure to Process the Problems from all Sources:
Organization must handle all problems efficiently
6. Analyze the Problems and Share with Everyone:
Organizations must acquire a lot of information about problems

IIPUC EXAM -1, MARCH 2025 KSEAB 62-RETAIL MODEL ANSWERS

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35 1. Referrals 6
2. Repeat business
3. Loyalty
4. Retention
5. Reputation
6. Sales opportunities
7. Improve products and services
8. Customer satisfaction
9. Helps in taking business decisions
10. Gives good customer experience
36 • Be friendly with the customer. 6
• Thank the customer.
• Train organizational staff members.
• Respect customers.
• Listen attentively to customers.
• Be responsive to customers.
• Take regular feedback.
• Respond quickly.
• Knowledge of product and services:
37 • Good Selling Skills. 6
• Good communication skills.
• Patience.
• Good interpersonal skills.
• Customer-Centric Mindset
• Empathic Attitude
• Active listening and Trust building
• Basic accounting skills
• Time management skills
• Personal Autonomy
• Attentiveness Positive.
• Body Language.
• Convincing skills
• Negotiation skills
• Presentation skills

IIPUC EXAM -1, MARCH 2025 KSEAB 62-RETAIL MODEL ANSWERS

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