AHSEC| CLASS 12| RETAIL TRADE| QUESTION 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.
(ii) Start-up
can be started with minimum investment.
(iii) A sales
associate should give clear reasons if the customer problem cannot be solved.
(iv) A customer is
least important for any business.
(v) Continuous
improvement of customer service is essential for retail store.
(vi) A business
progresses only by attaining a high level of customer satisfaction.
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
(i) What is
customer service delivery? Give examples.
(ii) What will
be your approach to deal with a customer providing negative feedback?
(iii) Mention
any four names of green jobs related to green skills.
(iv) What is the
importance of collecting customer feedback?
(v) What is the
meaning of the acronym ‘SMART’ in goal setting?
(vi) How to deal
with customers in peak hours in a modern retail store?
(vii) Mention
any four examples of ‘Customer Value’.
(viii) What are
the essential qualities required to be an effective sales associate?
5. Answer the following questions: (any two) 3x2=6
(i) What are the
different problems faced by customers in a modern retail store? 3
(ii) What is
CRM? How can CRM be used to improve customer relation with store? 1+2=3
(iii) What,
according to you are the possible measures to improve customer satisfaction in
a modern retail store? 3
(iv) How to deal
with a customer who felt ignored and unattended by any sales associate of your
store? 3
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