ASSEB Class 12 Retail Trade Solved Question Paper 2025 [HS 2nd Year Retail Trade Solved Question Paper 2025]

Are you looking for the ASSEB Class 12 Retail Trade Solved Question Paper 2025? This post provides the complete solution to the HS 2nd Year Class 12 Retail Trade Solved Question Paper 2025, designed as per the latest exam pattern of the Assam Higher Secondary Education Council (AHSEC). Whether you refer to it as the AHSEC Class 12 Retail Trade Solved Question Paper 2025 or by any other similar term, this solved paper will help you understand the question format, marking scheme, and ideal answers for better exam preparation.

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 for the Questions.

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
Answer: (iii) Non-responding

(b) What is the shortcut key to underline text in a spreadsheet?
(i) Ctrl + B (ii) Ctrl + I (iii) Ctrl + L (iv) Ctrl + U
Answer: (iv) Ctrl + U

(c) The ability to act in a situation before others do is ___________.
(i) Interpersonal skills (ii) Taking initiative (iii) Perseverance
Answer: (ii) Taking initiative

2. Write the full forms (Any 2) – 1×2 = 2 Marks
(a) NAPCC
Answer: National Action Plan on Climate Change

(b) CNG
Answer: Compressed Natural Gas

(c) EESL
Answer: Energy Efficiency Services Limited

3. Answer the following questions in short (Any 3) 2×3 = 6
(a) What is motivation? Write its types.
Answer:  Motivation means the inner force or reason that pushes a person to take action and do something. It helps people to achieve their goals and stay focused on their work.
There are mainly two types of motivation:

1. Intrinsic motivation: This comes from inside a person. For example, a person studies because they enjoy learning.

2. Extrinsic motivation: This comes from outside, like rewards, prizes, or fear of punishment. For example, a student studies to get good marks or win a prize.

(b) Write the components of spreadsheet.
Answer: A spreadsheet is a computer application used for storing, organizing, and calculating data. The main components of a spreadsheet are:

1. Rows: These are horizontal lines numbered 1, 2, 3, and so on.

2. Columns: These are vertical lines labeled A, B, C, etc.

3. Cells: A cell is the box where a row and column meet. Each cell can store text, numbers, or formulas.

4. Formula Bar: It shows the content or formula written in the selected cell.

5. Worksheets: A spreadsheet file can have many sheets called worksheets.

(c) Write a short note on Green jobs in agriculture.
Answer: Green jobs in agriculture are jobs that help protect the environment and use natural resources in a better way. These jobs are related to farming that is environment-friendly.
Examples include:

1. Organic farming: Growing crops without using harmful chemicals.

2. Water conservation: Using methods to save water like drip irrigation.

3. Use of solar energy: Using solar pumps instead of diesel pumps.

Green jobs help reduce pollution, save energy, and promote sustainable farming.

(d) Write the various factors that affect active listening.
Answer: Active listening means fully focusing, understanding, and responding to the speaker. Some factors that affect active listening are:

1. Noise: Background noise or loud sounds make it hard to hear properly.

2. Distractions: Mobile phones, talking, or other things can break attention.

3. Lack of interest: If the listener is not interested, they won’t pay attention.

4. Body language: Poor eye contact or facing away shows lack of attention.

5. Emotions: Anger, stress, or tiredness can affect how well a person listens. Good active listening needs focus, patience, and an open mind.

Part-B: Vocational Skills

Of course, Rahul! Here’s your content updated with “The following are the...” before each list or explanation:

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
Answer: (ii) Customer

(b) Which of the following is free social site?
(i) Facebook (ii) Email (iii) Telephone (iv) All of the above
Answer: (i) Facebook

(c) Customer service refers to meeting the desires and wants of a __________.
(i) Retailer (ii) Wholesaler (iii) Customer (iv) All of the above
Answer: (iii) Customer

5. Write the full forms (Any 2) – 1×2 = 2 Marks

(a) CRM
Answer: Customer Relationship Management

(b) B2B
Answer: Business to Business

(c) ID-Card
Answer: Identity Card

(d) SA
Answer: Savings Account

6. Answer the following questions in short (Any 9) – 2×9 = 18 Marks

(a) What are the guidelines to identify the problems of customers?
Answer: The following are the guidelines to identify the problems of customers:

1. Listen carefully to the customer.

2. Ask clear and simple questions.

3. Understand the root cause of the issue.

4. Stay calm and polite while talking.

(b) Why customers does not lodge a complaint with retailers?
Answer: The following are the reasons why customers do not complain:

1. They feel it will not solve the problem.

2. They don’t want to waste time.

3. They are afraid of rude behavior.

4. They don’t know the complaint process.

(c) What are the types of feedback?
Answer: The following are the types of feedback:

1. Positive feedback: When the customer is happy.

2. Negative feedback: When the customer is unhappy.

3. Neutral feedback: When the customer feels okay or gives suggestions.

(d) What is service culture?
Answer: Service culture means the way a company behaves and treats its customers.
The following are the features of service culture:

1. Focus on customer satisfaction.

2. Being helpful, respectful, and polite.

3. Making customer needs a priority.

(e) What do you mean by win-win situation?
Answer:  A win-win situation means both the customer and the business get benefits.
The following are the features of a win-win situation:

1. Both sides are happy.

2. It creates long-term trust.

3. It avoids conflict or loss.

(f) How to meet customer expectations?
Answer:  The following are the ways to meet customer expectations:

1. Understand what the customer wants.

2. Provide good quality service or product.

3. Communicate clearly and solve issues quickly.

4. Keep promises and deliver on time.

(g) What is warranty card?
Answer: A warranty card is a document that gives a product guarantee for a fixed time.
The following are the uses of a warranty card:

1. It helps the customer get free repair or replacement.

2. It builds trust between buyer and seller.

3. It proves the product is under warranty.

(h) What are the ways to solve customer problems?
Answer:  The following are the ways to solve customer problems:

1. Listen to the problem properly.

2. Say sorry and assure a solution.

3. Offer a quick and fair fix.

4. Follow up to check if the customer is satisfied.

(i) How CRM reduce process time?
Answer:  The following are the ways CRM reduces process time:

1. Stores all customer data in one place.

2. Helps employees work faster.

3. Reduces the time needed to solve customer issues.

(j) What do you mean by lead management?
Answer: Lead management means handling new customer leads properly.
The following are the steps in lead management:

1. Collecting customer interest.

2. Contacting them on time.

3. Giving follow-up to convert them into buyers.

(k) What do you mean by customer service?
Answer: Customer service means helping and guiding customers before and after sales.
The following are the tasks included in customer service:

1. Answering questions.

2. Solving problems.

3. Making sure the customer is satisfied.

7. Answer the following questions (Any 6) – 3×6 = 18 Marks

(a) Discuss how to resolve customers’ complaints.
Answer: The following are the steps to resolve customers’ complaints:

1. Listen carefully to the customer without interrupting.

2. Understand the problem and show empathy.

3. Apologize sincerely for the issue.

4. Offer a quick and suitable solution to the problem.

5. Follow up to check if the customer is satisfied.

Good complaint handling builds trust and improves customer loyalty.

(b) What is E-CRM and explain how it is different from CRM?
Answer: E-CRM means Electronic Customer Relationship Management.
The following are the differences between E-CRM and CRM:

1. E-CRM uses digital platforms like email, websites, mobile apps, and social media, while CRM may be offline or manual.

2. E-CRM gives faster communication and is available 24×7.

3. E-CRM provides better data analysis and personalized service using technology.

(c) Discuss the reason for gap between retailer’s service and customer expectation.
Answer: The following are the reasons for the gap between retailer’s service and customer expectation:

1. Poor communication or unclear information.

2. Lack of training for staff in handling customer needs.

3. Delay in service or product delivery.

4. Not listening to feedback or complaints properly. 

This gap leads to customer dissatisfaction and loss of trust.

(d) What is dress code? Explain the various standard of appearance.
Answer: Dress code means a set of rules about what employees should wear at work.
The following are the standards of appearance:

1. Neat and clean clothes that are suitable for the workplace.

2. Proper grooming like trimmed nails and tidy hair.

3. Wearing uniforms or name badges if required.

4. Looking professional and polite to leave a good impression on customers.

(e) Discuss the various types of communication.
Answer: The following are the types of communication:

1. Verbal communication: Using spoken words (face-to-face, phone calls).

2. Non-verbal communication: Body language, gestures, and facial expressions.

3. Written communication: Emails, letters, messages, and notices.

4. Visual communication: Using pictures, signs, or graphs to share information.

(f) Explain the term ‘teamwork’.
Answer: Teamwork means working together with others to achieve a common goal.
The following are the benefits of teamwork:

1. It helps to complete tasks faster and better.

2. It improves understanding and cooperation among team members.

3. Everyone shares ideas and responsibilities.

4. It builds strong relationships at the workplace.

(g) Explain the various techniques, which are used by retailer to retain the customer?
Answer: The following are the techniques used to retain customers:

1. Providing good quality service regularly.

2. Giving discounts, offers, or loyalty rewards.

3. Taking feedback and improving based on it.

4. Building strong relationships through regular communication and support.

5. Giving after-sale service and solving issues quickly.

(h) Discuss the various tools used in getting customer’s feedback.
Answer: The following are the tools to get customer feedback:

1. Feedback forms or survey sheets.

2. Online surveys using Google Forms or websites.

3. Suggestion boxes placed at stores.

4. Social media reviews and comments.

5. Phone calls or emails for direct feedback.

These tools help to improve service quality and meet customer needs.

⎚⎚⎚⎚⎚

Last Words

We hope this ASSEB Class 12 Retail Trade Solved Question Paper 2025 proves helpful in your preparation and revision. Practicing from the HS 2nd Year Class 12 Retail Trade Solved Question Paper 2025 ensures a better understanding of important concepts and improves your confidence before the exam. Don’t forget, whether you search for the AHSEC Class 12 Retail Trade Solved Question Paper 2025 or any similar term, all refer to the same valuable resource aimed at helping Class 12 students succeed in their Retail Trade subject.