Goa Board Class 12 Question Paper 2024 Retail

2024 III 01 0930 Seat No.

Time : 1½ Hours RETAIL
Subject Code

H 4 0 7 5

Total No. of Questions : 42 (Printed Pages : 10) Maximum Marks : 40

INSTRUCTIONS : (i) All questions are compulsory.

(ii) Write the question numbers clearly.

(iii) Figures to the right indicate full marks.

Choose the correct alternative from the given options and rewrite
complete sentence : ½×6=3

1. A ......................... is a paid service can be installed in retailers’ site where
customer can offer suggestion.

• User Echo

• Suggestion box

• Facebook

• Instagram

2. Soft drinks, ice-creams, chocolates and biscuits are products that fall under
......................... buyer category.

• Impulsive

• Discounted

• Wondering

• Expensive

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3. The ......................... one of the following is an example of hybrid intangible
service offering.

• Farming

• Mining

• Insurance

• Teaching

4. One of the following is not a source of identifying customer problem by the
retailer :

• Feedback of sales associate

• Customer meet

• Social group

• Executive meet

5. Service delivery becomes difficult without the support of the .................... .

• Character

• Customer

• Competitor

• Community

6. The agreement used to define the outlines of employment details is classified
as ......................... agreement.

• Financial

• Closing

• Negotiation

• Employment

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Answer the following questions in two sentences each : 2×2=4

7. What are the benefits of green jobs ? Give any four points.

8. Differentiate between CRM and E-CRM.

Answer the following questions one sentence each : 1×3=3

9. What is customer feedback ?

10. APG Sweet Mart gives qualitative service for their customers as a result they

have more 3 new outlets within the state. List down any two impacts of good

customer service.

11. “Libra car accessories store” close down due to less stock available and not

good customer service. Mr. Manuel a manager of the store, face loss in his

business. What are the barriers which he can overcome and achieve success

in his business ? (Give two points)

State whether the following statements are true or false : 1

12. An effective customer relationship management system, is all about

recognizing the customer equally and systematically.

13. Eye contact is when you look down on someone while they are talking.

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Give a single term for the following : 1

14. Raju has feeling of emptiness, rejection and suicide. Name the type of

personality disorder he is suffering from ......................... .

• Paranoid

• Borderline

• Dependent

• Histrionic

15. Self-management skills refers to ......................... oriented.

• Unplanned

• Negativity

• Anger

• Goal

16. Match the following items in Column A with correct items in

Column B and write the correct pair : 1

Column ‘A’ Column ‘B’

(i) Turning thoughts into (a) Decoding message

information (b) Passive listening

(ii) Listening and providing (c) Encoding message

feedback (d) Active listening

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Answer the following questions in two sentences each : 2×2=4

17. You have summer vacation project on self-employment. You have done a lot

of research, clicked pictures of different business units and taken videos of

people who are self-employed. Now you have to make a presentation before

the class. How will you create a new presentation ?

18. How will you deliver good customer service ? (Give any four points)

Answer the following questions in one sentence each : 1×3=3

19. Discuss the reason for gap between retailer’s service and customer

expectation. (any two points)

20. Ram who is not able to speak, use non-verbal communication to communicate

with his family. Name any two examples of non-verbal communication.

21. Define customer service.

Choose the correct alternative from the given options and rewrite the

complete sentence : ½×6=3

22. A customer or consumer is ..................... when actual performance exceeds the

expected performance of the product.

• Dissatisfied

• Angry

• Delighted

• Unhappy

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23. The ..................... is a best describes team work.

• Individuals working independently.

• Co-operation among team members.

• A competitive environment.

• Ignoring team objective.

24. A ..................... benefit granted for women in an industry at the time of

pregnancy.

• Health and Safety

• Employees Provident Fund

• Gratuity

• Maternity

25. Seema’s job role is receiving the goods, delivering the products, providing

necessary information to customers appropriately and systematically. Seema

is a ..................... .

• Cashier

• Retail sales associate

• Consumer

• Producer

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26. In order to meet customer expectation, it is important to verify KYC which

means ..................... .

• Know Your Computer

• Know Your Customer

• Know Your Company

• Know Your Complains

27. Mr. Sonu a sales associate fails to give service to customer, due to .....................

in his store.

• Fulfillment of promises

• Good presenting skill

• Understanding customer

• Non-delivery of quality goods

Answer the following questions in two sentences each : 2×2=4

28. In order to improve product image in the mind of customers. Feedback plays

an important role. List any four benefits of collecting customer feedback.

29. Nest Beauty and Spa saloon works very smoothly for a few months suddenly

there was downfall of customers Walkin’s. As a manager how will you

improve customer retention. (Give any four points)

H-4075 7 P.T.O.

Answer the following questions in one sentence each : 1×3=3

30. After struggling a lot Sara open her first boutique store at Ponda city.

Which competences make Sara a successful entrepreneur ? Mention any two

points.

31. Give any two points on various factor influencing self-motivation.

32. Almost every aspect of retail has changed, from traditional means to in-store

shopping to e-commerce, cash payment to cashless payments. Name any two

types of changes which retail organization has to adopt in order to sustain

in the market.

State the following statements are true or false : 1

33. Talking among each other to sort out problems is a good way of

communication.

34. The ability of a business to increase the number of repeat customers and

to increase the profitability is called customer retention.

Give a single term for the following : 1

35. Mohan the retailer recognized customer needs or desire, and consistently

deliver high quality goods and services. Mohan understands ..................... .

• Customer retention

• Customer expectation

• Customer feedback

• Customer service

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36. Customized products and services for customers and interaction to individual

customers are part of ..................... relationship management.

• Company

• Retailer

• Supplier

• Customer

37. Match the following items in Column A with correct items in

Column B and write the correct pair : 1

Column ‘A’ Column ‘B’

(i) Twitter (a) Website

(ii) Courtesy (b) Politeness

(c) Rude

(d) Social media

Answer the following questions in two sentences each : 2×2=4

38. State and explain the benefits of Customer relationship management

(give 4 points).

39. River stone event company is very famous in organizing events. The

manager is very cautious about presenting his/her employees’ personality.

What precautions has to be taken by male/female staff while working in an

organization ?

H-4075 9 P.T.O.

Answer the following questions in one sentence each : 1×3=3

40. Give any two effective ways of getting customer feedback.

41. What is an open-ended question ?

42. In a competitive market it is important to understand needs and

wants of customers. What are the ways to meet customer expectation.

(Give two ways)

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