AHSEC Class 12 Retail Trade
Question Paper Solution 2022
RETAIL TRADE
Full Marks: 30
Pass Marks: 09
Time: Two hours
The figures in the margin indicate full marks for the questions
Q.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 services to its customers.(Sales/ delivery /Service delivery/Social delivery)
Ans: Service delivery
(ii) Customer_______ leads to customer loyalty.
(service/sales/satisfaction)
Ans: satisfaction.
(iii) ________refers to looking at speakers while listening (Lectures/Eye contact/Email)
Ans: Eye Contact.
(iv) ICT refers to Information and _______ technology
(Computer/Communication/Complete)
Ans: Communication.
(v) Entrepreneurship is a/an________activity.( social/ economic / non-economic)
Ans: Economic Activity.
(vi) Self-management refers to self________(control /prepare/ style)
Ans: Control.
Q.2.State the following statements as True or False: (any four)
(i) A busy period is basically a rush period in a retail store.
Ans: True
(ii) Start-ups can be started with minimum investment.
Ans: True
(iii) A sales associate should give clear reasons if the customer problem cannot be solved.
Ans: True
(iv) A customer is least important for any business.
Ans: False
(v) Continuous improvement of customer service is essential for retail stores.
Ans: True
(vi) A business progresses only by attaining a high level of customer
Ans: Fasle
Q.3. Multiple Choice Questions: (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
Ans: All the above
(ii) Steps(s) to improve reliability customer service (s) is/are
(a) Welcoming Customers
(b) Answering questions
(c) Resolve customer conflict
(d) All of the above
Ans: All 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
Ans: All the above
(iv) Characteristic(s) of an ideal massage is/are
(a) Clear
(b) Concise
(c) Accurate
(d) All the above
(v) Short cut key to underline text in spreadsheet is-
(a) CTRL + B
(b) CTR + C
(c) Ctrl + U
(d) CTRL + Z
Ans: (c) Ctrl + U
Q.4.Answer the following questions in brief: (any six)
(i) What is customer service delivery ? Give examples.
Ans: Customer service delivery refers to the process of providing assistance and support to customers before, during, and after they make a purchase. Examples of customer service delivery include providing product information, answering customer inquiries, handling complaints, and assisting with returns or exchanges.
(ii) What will be your approach to deal with a customer providing negative feedback ?
Ans:When dealing with a customer providing negative feedback, it is important to listen to the customer's concerns and take their feedback seriously. It may be helpful to apologize for any issues that the customer has experienced and offer a solution or compensation to address their concerns. It is also important to be respectful and professional in all interactions with customers, even when they are providing negative feedback.
(iii) Mention any four names of green jobs related to green skills.
Ans: Four examples of green jobs related to green skills are: renewable energy technician, sustainability consultant, environmental educator, and conservation scientist.
(iv) What is the importance of collecting customer feedback?
Ans:Collecting customer feedback is important because it allows businesses to understand how customers feel about their products or services and identify areas for improvement. Customer feedback can also help businesses to build trust and loyalty with their customers and make informed decisions about their operations and strategy.
(v) What is the meaning of the acronym 'SMART' in goal setting ?
Ans:The acronym 'SMART' in goal setting stands for Specific, Measurable, Achievable, Relevant, and Time-bound. This means that goals should be specific and clear, able to be measured, achievable within the given resources and constraints, relevant to the overall objectives of the organization, and have a specific time frame for completion.
(vi) How to deal with customers in peak hours in a modern retail store?
Ans: To deal with customers during peak hours in a modern retail store, it may be helpful to have additional staff on hand to assist with customer inquiries and transactions. It may also be helpful to have clear signage and layout in the store to help customers navigate and find what they need efficiently. Providing excellent customer service and being patient and understanding can also go a long way in helping to manage the high volume of customers during peak hours.
(vii) Mention any four examples of 'Customer Value',
Ans: Four examples of customer value are: high-quality products or services, competitive pricing, convenience, and excellent customer service. Other examples of customer value may include personalized experiences, a wide range of products or services, and a positive overall brand image.
(viii) What are the essential qualities required to be an effective sales associate.?
Ans:To be an effective sales associate, some essential qualities include:
Communication skills: Being able to effectively communicate with customers and convey information about products or services is important for building trust and credibility.
Customer service skills: Providing excellent customer service can help to build customer loyalty and generate repeat business. Sales associates should be friendly, helpful, and responsive to customer needs.
Product knowledge: Having a thorough understanding of the products or services being sold can help sales associates to effectively answer customer questions and make recommendations.
Persistence: Sales associates may encounter customers who are hesitant to make a purchase or who have objections. Being persistent and finding ways to overcome these objections can be key to making successful sales.
Adaptability: Sales associates may need to adapt their approach depending on the needs and preferences of different customers. Being able to adapt and find solutions that meet the needs of different customers can be an important quality for sales associates to have.
Time management skills: Sales associates often have to juggle multiple tasks and prioritize their workload. Having strong time management skills can help sales associates to stay organized and efficiently handle their responsibilities.
Teamwork skills: Working as part of a team is often an important part of a sales associate's role. Being able to collaborate and contribute to the success of the team can be an important quality for sales associates to have
Q.5. Answer the following questions: (any two) 2X3=6
(1) What are the different problems faced by customers in a modern retail store?3
Ans: Some problems that customers may face in a modern retail store include:
Long lines or wait times
Difficulty finding products or getting assistance
Inaccurate or incomplete product information
Difficult or confusing checkout process
Poorly trained or unhelpful sales associates
Difficulties with returns or exchanges
Inconvenient store hours or location
(ii) What is CRM ? How can CRM be used to improve customer relation with store? 1+2=3
Ans: Customer Relationship Management (CRM) is a system or strategy used by businesses to manage and analyze customer interactions and data throughout the customer lifecycle. The goal of CRM is to improve customer relationships and drive sales growth. CRM can be used to improve customer relations with a store by:
Collecting and analyzing customer data to better understand customer needs and preferences
Automating and streamlining customer communication and interactions
Personalizing customer experiences and interactions
Improving customer service and support
Identifying opportunities for upselling and cross-selling
(iii) What, according to you, are the best possible measures to improve customer satisfaction in a modern retail store? 3
Ans: Some measures that may help to improve customer satisfaction in a modern retail store include:
Providing high-quality products or services
Offering competitive prices
Providing convenient store hours and location
Offering a wide range of products or services
Providing excellent customer service and support
Making the checkout process smooth and efficient
Having knowledgeable and helpful sales associates
Responding promptly and effectively to customer inquiries or concerns
(iv) How to deal with a customer who felt ignored and unattended by any sales associate of your store?3
Ans: If a customer feels ignored or unattended by a sales associate in your store, it is important to apologize for the oversight and make an effort to address the customer's needs. This may involve finding a different sales associate to assist the customer or offering a solution or compensation to address the customer's concerns. It is also important to ensure that all sales associates are trained to provide excellent customer service and attentively assist customers in the store.
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