Goa Board Class 12 Question Paper 2022 Retail

2022 XI 11 0230 Seat No.

Time : 1 Hour FIRST-TERM RETAIL
Subject Code

H 4 0 7 5
Total No. of Questions : 20 (Printed Pages : 8) Maximum Marks : 20

INSTRUCTIONS : (i) Every question has four choices for its answers (A),

(B), (C) and (D) and only one of them is the correct

answer.

(ii) On the OMR sheet, from each question number, darken

with a ball point pen ONLY ONE bubble corresponding

to what you consider to be the most appropriate answer,

from among the four choices.

(iii) Please note that it is not possible to change the

answer once you have filled up the bubble with

a ball point pen. Hence sufficient care must be

taken while darkening the bubbles.

(iv) For each question, you will be awarded ONE mark if

you have darkened only the bubble corresponding to

the correct answer. In all other cases, you will get zero

mark. There is no negative mark.

(v) Only one OMR sheet will be provided.

(vi) Use only Black or Blue Ball Point Pen.

H-4075 [FT] 1 P.T.O.

Select the correct alternative from the following sentences : 20×1=20

1. Prashant has started an education centre where he also sells stationery
supplies. In this case it’s a .......................... Business.

(A) Product

(B) Service

(C) Hybrid

(D) Cross

2. An ..................... question motivate the respondents to put their feedback into
words without restricting their thoughts.

(A) Unasked

(B) Unanswered

(C) Open-ended

(D) One word

3. Sharing a message or information by using image is .................. method of
communication.

(A) Verbal

(B) Non-verbal

(C) Visual

(D) Oral

4. The ................... is not an element of the communication cycle.

(A) Sender

(B) Receiver

(C) Channel

(D) Time

H-4075 [FT] 2

5. Various ................. like Flipkart, Amazon and Myntra make influences on
customer buying decision.

(A) TV channels

(B) Social sites

(C) Phones

(D) Shopping sites

6. Leaders implement ................. change when they identify a need to address
deficiencies or poor company performance.

(A) Transformational

(B) Remedial

(C) Organizational wide

(D) Personnel

7. Retailer should always focus on creating ..................... centric brand.

(A) Competitor

(B) Employer

(C) Customer

(D) Shareholder

8. Neema left the company and started food catering business for marriage
programmes. She is an ...................... by profession.

(A) Educator

(B) Entrepreneur

(C) Entertainer

(D) Employee

H-4075 [FT] 3 P.T.O.

9. Sales Associate should take the time to .................. and truly understand what
is driving their concern, while dealing with customer problem.

(A) neglect

(B) apply

(C) cry

(D) listen

10. Customer data protection safeguards customer information from ....................
or loss.

(A) Aggression

(B) Corruption

(C) Preparation

(D) Neglection

11. Conducting surveys is one of the way to collect ................... of the customers.

(A) Warranty cards

(B) Products

(C) Money

(D) Information

12. Important activity of a Sales Associate is to ................ customer problem.

(A) Avoid

(B) Add

(C) Anticipate

(D) Aim

H-4075 [FT] 4

13. To stay ....................., retailer need to adapt new technologies.

(A) Competitive

(B) Negative

(C) Authorised

(D) Polite

14. Building ..................... with customers is one of the ways to improve customer
service.

(A) ground

(B) influence

(C) trust

(D) tower

15. Customer ................... is the act of taking care of the customer’s needs by
providing professional, helpful, high-quality service before and after sale.

(A) Ship

(B) Service

(C) Satisfaction

(D) Sale

16. Sales Associate should treat all customers ....................... and equally.

(A) Casually

(B) Professionally

(C) Disrespectfully

(D) Unprofessionally

H-4075 [FT] 5 P.T.O.

17. Retailer helps the ............... by making products or services available in lesser
quantities in different locations.

(A) Teacher

(B) Wholesaler

(C) Employer

(D) Employee

18. Domino’s pizza offer 10% off on the next purchase for the customers who fill
their feedback form is an example of customer ................. programs.

(A) Competition

(B) Enquiry

(C) Satisfaction Survey

(D) Reward

19. Good Customer Service Delivery is about ensuring that the area you work
is ...................... efficiently.

(A) Organised

(B) Spoiled

(C) Unorganised

(D) Destroyed

20. The ............... process helps to analyse customer information to find purchasing
trends and identify your best customers.

(A) Billing Counter

(B) Trial room

(C) CCTV

(D) CRM
H-4075 [FT] 6

H-4075 [FT] 7 P.T.O.

H-4075 [FT] 8