ASSEB| CLASS 12| RETAIL TRADE| QUESTION PAPER - 2025| H.S. 2ND YEAR
2025
RETAIL TRADE
(Theory)
Full Marks: 80
Pass Marks: 15
Time: Two hours
The figures in the margin indicate
full marks for the questions.
PART-A
(Employability Skills)
1. Choose the correct answer from the following: (any two) 1x2=2
(a) Which of
the following is not a stage of active listening?
(i) Receiving
(ii) Understanding
(iii) Non-responding
(iv) Evaluating
(b) What is
the ‘shortcut key’ to underline text in a spreadsheet?
(i) Ctrl + b
(ii) Ctrl + i
(iii) Ctrl + l
(iv) Ctrl + u
(c) The
ability to act in a situation before others do is _________.
(i) interpersonal
skills
(ii) taking
initiative
(iii)
perseverance
2. Write the full form of the following: (any two) 1x2=2
(a) NAPCC
(b) CNG
(c) EESL
3. Answer the following questions in short: (any three)
2x3=6
(a) What is
motivation? Write its types.
(b) Write the
components of spreadsheet.
(c) Write a short
note on Green jobs in agriculture.
(d) Write the
various factors that affect active listening.
PART-B
(Vocational Skills)
4. Choose the correct answer from the following: (any
two) 1x2=2
(a) CRM is
focused to ---
(i) Management
(ii) Customer
(iii) Creditors
(iv) All of the
above
(b) Which of
the following is free social site?
(i) Facebook
(ii) Email
(iii) Telephone
(iv) All of the
above
(c) Customer
service refers to meeting the desires and wants of a __________.
(i) retailer
(ii) wholesaler
(iii) Customer
(iv) All of the
above
5. Write the full form of the following: (any two) 1x2=2
(a) CRM
(b) B2B
(c) ID-Card
(d) SA
6. Answer the following questions in short: (any nine)
2x9=18
(a) What are the
guidelines to identify the problems of customers?
(b) Why
customers does not lodge a complaint with retailers?
(c) What are the
types of feedback?
(d) What is
service culture?
(e) What do you
mean by win-win situation?
(f) How to meet
customer expectations?
(g) What is
warranty card?
(h) What are the
ways to solve customer problems?
(i) How CRM
reduce process time?
(j) What do you
mean by lead management?
(k) What do you
mean by customer service?
7. Answer the following questions: (any six) 3x6=18
(a) Discuss how
to resolve customers’ complaints.
(b) What is
E-CRM and explain how it is different from CRM?
(c) Discuss the
reason for gap between retailer’s service and customer expectation.
(d) What is
dress code? Explain the various standard of appearance.
(e) Discuss the
various types of communication.
(f) Explain the
term ‘teamwork’.
(g) Explain the
various techniques, which are used by retailer to retain the customer?
(h) Discuss the
various tools used in getting customer’s feedback.
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