CBSE Class 11 Sample Paper 2026 Solution for Retail

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CBSE | DEPARTMENT OF SKILL EDUCATION
RETAIL (SUBJECT CODE-801)
MARKING SCHEME FOR CLASS XI (SESSION 2025-2026)
Max. Time: 3 Hours Max. Marks: 60
General Instructions:
1) Please read the instructions carefully.
2) This Question Paper consists of 24 questions in two sections – Section A & Section B.
3) Section A has Objective type questions whereas Section B contains Subjective type questions.
4) Out of the given (6 + 18 =) 24 questions, a candidate has to answer (6 + 11 =) 17 questions in the
allotted (maximum) time of 3 hours.
5) All questions of a particular section must be attempted in the correct order.
6) SECTION A - OBJECTIVE TYPE QUESTIONS (30 MARKS):
a) This section has 06 questions.
b) There is no negative marking.
c) Do as per the instructions given.
d) Marks allotted are mentioned against each question/part.
7) SECTION B – SUBJECTIVE TYPE QUESTIONS (30 MARKS):
a) This section contains 18 questions.
b) A candidate has to do 11 questions.
c) Do as per the instructions given.
d) Marks allotted are mentioned against each question/part.

SECTION A: OBJECTIVE TYPE QUESTIONS
Source Material
Page no.
Q. (NCERT/PSSCIVE/ Unit/
QUESTION of Marks
No. CBSE Study Chap.
source
Material) No.
material
Q. 1 Answer any 4 out of the given 6 questions on Employability Skills (1 x 4 = 4 marks)
i Table Employability 3 111 1
skills (Text book)
ii (C) Disrespect EmployabilitySkills 4 58 1
(Study
material)
iii (D) Every expression leaves no EmployabilitySkills 2 19 1
impression (Study material)
iv (D) Recreate Employability 5 65 1
Skills (Study material)
v (D) Belief Employability 2 69 1
skills (Text book)
vi Assertive EmployabilitySkills 1 2 1
(Study material)
Q. 2 Answer any 5 out of the given 7 questions (1 x 5 = 5 marks)
i (A) Credit requisition CBSE TEXT BOOK 2 53 1
ii (A) Health and safety program CBSE TEXT BOOK 5 122 1

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iii (A) B2B CBSE TEXT BOOK 3 65 1
iv Credit worthiness CBSE TEXT BOOK 2 57 1
v (D) Creativity CBSE TEXT BOOK 2 58 1
vi First Aid CBSE TEXT BOOK 5 138 1
vii (B) Capital CBSE TEXT BOOK 2 58 1
Q. 3 Answer any 6 out of the given 7 questions (1 x 6 = 6 marks)
i Retailer CBSE TEXT BOOK 3 71 1
ii (D) Hazardous CBSE TEXT BOOK 5 121 1
ii (A) Mannequin CBSE TEXT BOOK 2 43 1
iii (B)Organized CBSE TEXT BOOK 1 5 1
iv Occupational Health and Safety CBSE TEXT BOOK 5 134 1
v (B) Ability CBSE TEXT BOOK 2 57 1
vi (A) Security Guard CBSE TEXT BOOK 5 129 1
Q. 4 Answer any 5 out of the given 6 questions (1 x 5 = 5 marks)
i Customer Relationship Management CBSE TEXT BOOK 4 113 1
ii (B) Straight floor plan CBSE TEXT BOOK 3 66 1
iii (A) Carpentry CBSE TEXT BOOK 1 27 1
iv (C) Reporting CBSE TEXT BOOK 5 138 1
v (B) Loyal CBSE TEXT BOOK 1 24 1
vi With positive language CBSE TEXT BOOK 3 79 1
Q. 5 Answer any 5 out of the given 6 questions (1 x 5 = 5 marks)
i (A) Visual Private Network CBSE TEXT BOOK 4 114 1
ii Skill CBSE TEXT BOOK 1 27 1
iii (A) IT system CBSE TEXT BOOK 4 114 1
iv (D) Electric - based CBSE TEXT BOOK 3 65 1
v (A) MC Donald’s CBSE TEXT BOOK 1 9 1
vi After – sale CBSE TEXT BOOK 4 111 1
Q. 6 Answer any 5 out of the given 6 questions (1 x 5 = 5 marks)
i Merchandise/ goods CBSE TEXT BOOK 4 92 1
ii (C) Wholesaler CBSE TEXT BOOK 1 2 1
iii (C) Product CBSE TEXT BOOK 4 91 1
iv Unorganized CBSE TEXT BOOK 1 4 1
v (c) Product Webpage CBSE TEXT BOOK 4 94 1
vi Customer Service Associates CBSE TEXT BOOK 3 66 1

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SECTION B: SUBJECTIVE TYPE QUESTIONS
Source Material
Unit/ Page no. of
Q. (NCERT/PSSCIVE/
Chap. source
No. QUESTION CBSE Study Marks
No. material
Material)
Answer any 3 out of the given 5 questions on Employability Skills in 20 – 30 words each (2 x 3 = 6 marks)
Q. 7 (Any 2)
 Use imagination
 Take moderate risks
 Look for economic opportunities
 Enjoy freedom of decision making and
action
 Analyze situations and plan actions
Employability
 Be able to deal with fear
Skills 4 60 2
 Accept feedback and criticism positively
(Study material)
 Get involved in all activities
 Have clarity of purpose
 Believe the change you want to bring
 Be passionate
 Be flexible
 Do not be egoistic
 Strong work ethic
Q. 8 A stakeholder in an economy is someone
who has the ability to affect or be affected
Employability
by the growth or fall of the economy.
Skills(Study 5 68 2
Example:
material)
The government
The Private AgenciesThe people
Q. 9 There are eight parts of speech in the
Employability
English language: noun, pronoun, verb,
Skills(Study 1 14 2
adjective, adverb, preposition, conjunction,
material)
and interjection.
Q. 10 The manage option opens the manage
changes dialog box. In this all the changes
Employability
are displayed in a list. 3 134 2
skills(Text book)
You can select a particular change and
accept or reject it.
Q. 11 (Any 2)
Personal hygiene is important because it-
 Helps us stay healthy. Employability
2 81 2
 Creates a good image of ourselves. Skills(Text book)
Helps us avoid feeling ashamed in public due
to our bad breadth, bodyodour, etc.
Answer any 3 out of the given 5 questions in 20 – 30 words each (2 x 3 = 6 marks)
Q. 12 Ergonomics: It is the science of matching a
retail store’s requirements to the retailer’s
capabilities.
For example, if a retailer hires a weak
CBSE TEXTBOOK 5 121 2
person to lift very heavy boxes for hours on
end, there are more chances of risk injury to
the
employee due to poor ergonomics.

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Q. 13 (Any 4)
The various types of agents who are
involved in agency-based sales are:
• Sales agents
• Sales outsourcing through direct
branded representation CBSE TEXTBOOK 3 64 2
• Transaction sales
• Consultative sales
• Consignment sales
• Telemarketing or telesales
Retail sales
Q. 14 (Any 2)
Product information helps the customers
to
1. Identify the kind of product they are
going to buy,
2. Identify if the product meets their
needs and interest,
3. Understand the size, shape, color,
price, style, brand, availability, etc.,
of aparticular product,
4. Understand how to use a product in
proper manner,
5. Compare the products with other CBSE TEXTBOOK 4 193 2
products regarding the quality, price,
quantity, availability, and substitute
product they should prefer,
6. Understand the packaging, modes of
payment, modes of delivery, any
other specification of the particular
products,
7. Describe the terms and conditions
related to returning of the product,
insurance, damage, etc., and
8. Understand any other information
9. related to the product
Q. 15 Customer satisfaction Customer
satisfaction occurs when the value and
customer service provided through a
retailing experience meets or exceeds
consumer expectations. CBSE TEXTBOOK 1 22 2
‘Customer satisfaction is a measure of
how products and services supplied by a
company meet or surpass customer
expectation’.
Q. 16 Business-to-business (B2B) sale: It refers
to sales made by other businessman
rather than an individual customer. An CBSE TEXTBOOK 3 65 2
industrial or professional sale involves
selling from one business to another.

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Answer any 2 out of the given 3 questions in 30– 50 words each (3 x 2 = 6 marks)
Q. 17 (Any 3)
The objective of sales promotions are as
follows:
1. Stimulate inquiries from consumers
asking for detailed information
about aproduct
2. Increase the product trials in
expectation that the trial would
lead tocustomer satisfaction. CBSE TEXTBOOK 3 70 3
3. Encourage repurchase of goods;
develop loyalty in a customer’s
mind.
4. Initiate inventory building by
retailers to help consumers with a
ready supply.
Get dealers’ promotional assistance by
co- coordinating with personal selling
Q. 18 (Any 2)
The characteristics of credit sale are as
given below.
• The transferor normally deals in
goodsand services.
• The title of the goods lies with the
seller before it is sold on credit.
• There are fewer formalities
especiallyin case of open account.
• It is usually extended for three
months.
CBSE TEXTBOOK 2 41 3
• It depends on terms imposed by
seller.
• No security is required.
• It can be facilitated with different
financial institutions with easy
terms and at acontinuous rate.
• Almost half of short financial
requirement of retail is met by this
type of mutual trust and good
relation.

Q. 19
A credit requisition is a request for
credit. A valid credit requisition includes
the amount and type of credit
requested. It also includes the
CBSE TEXTBOOK 2 54 3
applicant’s credit score,
report and means of security for theloan.
Normally, credit limits are prescribed by
the vendor.

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Answer any 3 out of the given 5 questions in 50– 80 words each (4 x 3 = 12 marks)
Q. 20 The 4 Ps of customer service include:
(a) Promptness: A retailer should fulfill
his promises by delivering products on
time. There should be no delay in
delivering the products or in the case of
cancellation.
(b) Politeness: Politeness here means
putting the customers’ needs before
your own. It means consistently being
welcoming, using their name, being
respectful and interested in the
customer. It means listening to them and
watching language around customers.
(c) Professionalism: All customer
interactions should be professional. A
retailer should demonstrate CBSE TEXTBOOK 1 21 4
competence, knowledge and expertise in
the field, and should avoid
demonstrating anxiety, frustration, fear,
or weakness.

Personalization: A retailer should
personalize a customer’s experience.
Clients appreciate when a business
owner remembers their name, their
preferences and their unique needs.
Personalization should be incorporated
wherever possible in the service
delivery. It makes clients feel valued and
increases their loyalty and engagement
towards the business.
Q. 21 System of reporting accidents and
emergencies to right persons.
It is important to report to the relevant
enforcing authority — employers, or in
certain circumstances
others who control or manage the
premises and keep records — of injuries,
accidents and emergencies about:
CBSE TEXTBOOK 5 139 4
• work-related deaths,
• work-related accidents which cause
injuries to the retail staff, and
• injuries to customers in a retail
store.
• In this way the accidents and
emergencies are reported in a retail
store.

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Q. 22 Techniques to encourage customers
loyalty
Following are the ways to generate
strong customer loyalty:
(a) Keep customers informed: Let the
customers know about the business and
how the product and service offerings
can help them. The retailer should
produce a newsletter or greeting card
series that can be mailed or e-mailed to
customers regularly and ensure that the
website contains plenty of information
on customer care service.
(b) Send handwritten notes: There is a
lot of power in a handwritten, personal
note. It is the cheapest and most
CBSE TEXTBOOK 4 100 4
effective loyalty building and customer
retention tool in existence. Handwritten
notes leave a positive impact on the
customer.
(c) Talk to the customers: The retailer
should give the customers a call to
inform them about offers. He or she
should make the time to chat with them
briefly and ask if there is anything that
can be done for them.
(d) Remember important occasions:
Wish and greet the customers on their
birthdays, anniversaries, and other
important days.
Send personalized cards or letters in
conjunction with these occasions.
Q. 23 There are four types of promises made to
customers as discussed below:
Type 1 – Offer-related promises:
Here, a sales associate can promise
different offers that are to be offered by
the company to the customer. Offers
may include trade discount, cash
discount, free shipping, free gift, weekly
discount, discounts on special goods, etc.
CBSE TEXTBOOK 4 116 4
Type 2 – Quality-related promises: Here,
a sales associate can promise about the
different qualities of the product, such
as usability, appearance, reliability,
operability, stability, durability, etc.
Type 3 – Promises related to easy
shopping:
Customers should be promised an easy
shopping experience, in terms of

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flexibility, availability, transportation,
durability, delivery, efficiency,
reputability, etc. These qualities of a
product make its shopping process easy.
Type 4 – Promises related to competent
service:
Lastly, the promises related to after-sale
service, such as delivery of products,
support by phone calls, follow-up with
the customer and any technical support,
are made.
Q. 24 A sales associate is required to be very
polite to take burden of an emotional
and angry customer. The sales associate
may keep the following in mind:
(i) Apologies sincerely: “I am sorry” is
a mandatory response in such situations.
Make a personal apology to the
customer who has faced an ugly
experience.

(ii) Sympathize: Many a times angry
customers need to be empathized with.
Even small phrases spoken by the sales
associate, like, “I understand how
upsetting that must have been,” can
help the customer realize that the sales
CBSE TEXTBOOK 3 81 4
team is in this pursuit to make things
right.

(iii) Accept responsibility: The sales
associate should accept responsibility for
a customer’s unhappiness. It does not
make the sales associate ‘at fault’.

(iv) Prepare to help: Fixing a problem
by setting the things right is important. A
sales associate places a replacement
order for customers. Even if things are
handled perfectly, some customer
simply cannot calm down. In such a
situation, the sales associate should try
making thebest effort.

Page 8 of 8

Study Materials
Notes

Model Papers Class 6 Notes

Sample Papers Class 7 Notes
Half Yearly Sample Papers Class 8 Notes

Class 9 Notes
Important Resources
Class 10 Notes
Periodic Table
Class 11 Notes
Writing Skills / Formats

Maps of India / World Class 12 Notes

Books and Solutions

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HC Verma Chapter Wise Solutions
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