If you’re a student preparing for the HS 2nd Year Final Exam, especially for the subject of History, then this article is for you. Below, you’ll find the full AHSEC/ASSEB Class 12 Retail Trade Question Paper 2025, including all sections and options as asked in the original exam conducted by the Assam State School Education Board (ASSEB).
ASSEB Class 12 Retail Trade Question Paper 2025
H.S. 2nd Year Assam Board
Subject: Retail Trade (Theory)
Full Marks: 80
Pass Marks: 15
Time: 2 Hours
Figures in the margin indicate full marks.
Part-A: Employability Skills
1. Choose the correct answer (Any 2) – 1×2 = 2 Marks
(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 forms (Any 2) – 1×2 = 2 Marks
(a) NAPCC
(b) CNG
(c) EESL
3. Answer the following questions in short (Any 3) – 2×3 = 6 Marks
(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 (Any 2) – 1×2 = 2 Marks
(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 forms (Any 2) – 1×2 = 2 Marks
(a) CRM
(b) B2B
(c) ID-Card
(d) SA
6. Answer the following questions in short (Any 9) – 2×9 = 18 Marks
(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 6) – 3×6 = 18 Marks
(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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