AHSEC| CLASS 12| RETAIL TRADE| SOLVED PAPER - 2022| H.S. 2ND YEAR
2022
RETAIL TRADE
(Theory)
Full Marks: 30
Pass Marks: 09
Time: Two hours
The figures in the margin indicate full marks for the questions.
1. Fill in the blanks with appropriate words given in the brackets: (any four) 1x4=4
(i) _______refers to the mechanism by which an organisation provides a services to its customers. (Sales delivery /Service delivery /Social delivery)
(ii) Customer _______leads to customer loyalty. (service/ sales/ satisfaction)
(iii) ________refers to looking at speakers while listening. (Lectures/ Eye contact/ Email)
(iv) ICT refers to Information and ________Technology. (Computer/ Communication/ Complete)
(v) Entrepreneurship is a/ an ________activity. (social/ economic/ non-economic)
(vi) Self-management refers to self - _______. (control/ prepare/ style)
2. State the following statements as True or False: (any four) 1x4=4
(i) A busy period is basically a rush period in a retail store. True
(ii) Start-up can be started with minimum investment. True
(iii) A sales associate should give clear reasons if the customer problem cannot be solved. True
(iv) A customer is least important for any business. False
(v) Continuous improvement of customer service is essential for retail store. True
(vi) A business progresses only by attaining a high level of customer satisfaction. True
3. Multiple Choice Question: (any four) 1x4=4
Choose the correct alternatives:
(i) Skill development includes -
(a) Communication skill
(b) Time management
(c) Knowledge
(d) All of the above
(ii) Step(s) to improve reliability customer service(s) is/ are –
(a) Welcoming Customers
(b) Answering questions
(c) Resolve customer conflict
(d) All of the above
(iii) Benefit(s) of suggesting alternative solutions to customers is/ are –
(a) Customers do not go empty-handed
(b) They may pick nearest substitute, which satisfies them
(c) Customers build trust on store
(d) All of the above
(iv) The way(s) to collect customer feedback is/ are
(a) Requesting Customers to fill questionnaire
(b) Keeping a suggestion booklet at the counters
(c) Using direct questioning technique
(d) All of the above
(v) Characteristic(s) of an ideal massage is/ are –
(a) Clear
(b) Concise
(c) Accurate
(d) All the above
(vi) Short cut key to underline text in spreadsheet is –
(a) Ctrl + b
(b) Ctrl + c
(c) Ctrl + u
(d) Ctrl + z
4. Answer the following question in brief: (any six) 2x6=12
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