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Friday, February 15, 2008

Consumer Behaviour - 2

Q.9. Explain with suitable examples with the importance of customer satisfaction in today’s environment. Describing the various sources of customer dissatisfaction. Explain in brief various measures that can be used for enhancing customer satisfaction.

Source of customer dissatisfaction

When the expected needs of the consumer are met, Consumer Satisfaction occurs. When the consumer gets a value from the product or service in excess of his expectation we say customer delight occurs. Such situation may occur due to many reasons.

Lack of experience with an existing product when a customer buys a CD-Rom package, he may not know what to expect, since this may be his first experience at buying the package

The product under consideration may be new product or an innovation. Doing marketing on the Internet

The quality of service varies spontaneously. Many customers having air travel fright expect that the plane should land smoothly every time. But this may not be possible every time since it depends on the climate, mood of the pilot etc.

Enhancing Consumer Satisfaction

Customer satisfaction is a continuous process, which does not being, or end with a purchase it covers the entire ownership experience, from selecting a product, to purchase through after sales service to repeat purchase. Customer satisfaction process has three phases, which are as under:

Pre-sales
During sales
After sales

Pre-sales

During this stage the customer’s expectations start developing through the various marketing stimuli like advertising, word of mouth, product packaging etc. here the critical issue is the availability of clear and useful information on:

Ø The product or service
Ø Its quality aspects
Ø Core benefits
Ø Price
Ø Availability at sales outlets
Ø How to obtain it.

During sales:

When the customer is experiencing the use of the product to his specific needs through the product catalogue or a sales talk of sales persons for this to happened, the following needs to exist.

Ø Opportunity to inspect the product
Ø Attractive sales environment
Ø Courteous and attentive service
Ø Reasonable and reliable delivery
Ø Enhancing the quality of goods or services
Ø Prompt redressed in case of complaint receipt.
Ø Freedom to choose without undue sales pressure

After sales

It refers to the period when the customer has started using the product or service to meet his specific needs. This will include the following:

Ø Necessary support or advice to be provided.
Ø Prompt replacement or refund if necessary
Ø A smooth and straight forward complaints procedure
Ø Efficient repair and maintenance service.
Ø Efficient and effective consumer follow-up process.




Q. 1. ‘A detailed study of consumer behaviour is essential for the success of any business organization in the present environment’. Examine the statement in the Indian context.

A. Consumer Behaviour
Consumer behaviour is defined as “the dynamic interaction of affect and cognition, behaviour and the environment by which human beings conduct the exchange aspect of their lives.” Means that the buying actions of consumers are greatly affected by their thought process and their feelings experienced.

Scope of consumer behaviour
Consumer behaviour can be looked upon as a study of how individual make decision on how to spend their available resource like time, money and effort on various consumption-related items. A marketer is interested in knowing answers to the following questions

Ø Why do consumers buy a particular product/service brand?
Ø How do they buy them?
Ø Where do they buy these products?
Ø How often do they buy them?
Ø When do they buy them?
Ø How often do they buy them?

Importance of Consumer Behaviour

The present business scenario is extremely complex and some highlights of it are as under:

Ø Ever increasing intensity of competition
Ø More aggressive competitors emerging with greater frequency
Ø Changing bases of competition.
Ø Geographic sources of competition are becoming wider.
Ø Niche attacks are becoming frequent.
Ø Pace of innovation is rapid.
Ø Price competition becoming more aggressive
Ø Product differentiation is declining.

Focus plans of firm’s marketing function

Customer Driven
Mission and Values
Customer Driven
Strategy
Customer Driven Goals
Customer Retention
New Customer
Customer Driven Rewards














Characteristics of consumer behaviour

Consumer behaviour is dynamic

The feelings, thinking, perceptions and actions of the consumers and the society at large keep changing frequently.

Consumer behaviour involves interactions

Consumer behaviour involves interactions among people’s thinking, feelings, and actions, and the environment. This forces marketers to understand three things:

Ø What products and services mean to customers.
Ø What influences shopping purchase and consumption?
Ø What consumers need to do to purchase and consume products and service?

Consumer behaviour involves exchange

Consumer behaviour involves exchanges between human beings. People give up something of value to others receive something in return.

Problems in consumer behaviour

The problem in it is the lack of unified, well-defined and established theory on consumer behaviour. What we have only relevant ideas on buying behaviour. These ideas are based on their studies of:

1. Economics
2. Psychology and psychoanalysis
3. Social science



Q. 5. Short notes on Perceptual Selection, Price-Quality relationship and Risk Perceptions.

A. Price-Quality Relationship
Various research studies indicate that there is a strong relationship between price and quality.

Ø Consumers lack product knowledge and use as quality index.
Ø The source of price information is credible.
Ø When the product differentiation is large (Eg) Mercedes Benz, Rado Watches and Cross-pens etc.

Risk Perceptions

Factors affecting perceived risks

There is very little information about the product for example in case of pharmaceutical products consumers do not like to go in for alternative products unless they re-consult the doctor.

Ø The product is new
Ø The product is technologically complex eg. Laptop
Ø The price is very important to the consumer. For example, purchase of a car or purchase of residential flat.
Ø Price is very high eg. Jeweler.
Ø Consumers have little knowledge and confidence in evaluating the brands.
Ø Perceived absence of product definition when two products are absolutely similar the choice is difficult and people go by the name of the manufacturer.
Selective perception

Consumers in United State are exposed to about six hundred advertisements everyday. In India number is about thirty per day. Each consumer perceives a marketing stimulus selective because every individual is different as regards to his needs, attitudes, experience and personal characteristics.

Selective perception means that two consumers may perceive an identical marketing stimulus, which may be an advertisement, packaging or product very differently. One consumer may perceive a Maruti van to be highly vulnerable and risky for the body and in case of head on collision, the car will become highly useful and risky for the passengers inside while another may perceive the Van to be a highly useful car because of its spacious and large seating arrangement. Similarly followers of ayurveda regard pure ghee to be highly useful because of its medicinal value while the followers of allopathic regard pure ghee as a source of high calorie content and hence not useful.


Q. 4. How can the principles of instrumental conditioning be applied in advertising? In what way do applications of instrumental conditioning differ from those of classical conditioning?

Application of Instrumental conditioning in Marketing

Unrewarded
Unrewarded No Power
Unrewarded No power
Try Brand C
Try Brand
B
Try Brand
A
Stimulus Situation (need for a good automobile)The concept of habit formation in case of a product purchase can well be explained with the help of this conditioning. If a consumer uses a particular shampoo for some time and realizes that his problem of dandruff n substantially reduced. This positive reinforcement become instrumental in motivating the individual to buy the same shampoo again and again in the future. Automobile dealers are extensively applying this conditioning. They motivate potential customers to take a test ride of their automobile. When the individual gets satisfaction of a drive, he gets motivated to buy the automobile.
Model of Instrumental Learning

Classical conditioning:

This theory is based on the postulate of the existence of two stimuli namely, primary and secondary and the two are in association with each other. As the association between the two stimuli becomes strong. It leads to the same reaction being yielded by the secondary stimulus as the primary.

This theory is based on the experiment conducted by a psychologist, pavolv’s experiment was conducted with the help of dogs. Whenever Pavlov gave food to his dogs.

Classical conditioning is more effective when the conditioned stimulus is new i.e., the product should be new.

Unconditioned Stimulus
(Food)
Unconditioned Response
(Salivation)

Unconditioned Stimulus
(Food)
Unconditioned Stimulus
(Ringing of Bell)
Unconditioned Response
(Salivation)
Unconditioned Response
(Salivation)
Unconditioned Stimulus






















Instrumental Conditioning

This also requires development of link between stimulus and the response. Here the individual determines that response which gives him greater satisfaction and the response is within the conscious system of the individual. This learning is based on the research of the American psychologist, Burruhus Skinner. According to him the process of instrumental conditioning rests on the unconditioned stimulus after certain behaviour. The unconditioning response is said to be the positive or negative reinforcement of the performed behaviour. While analyzing the consumer behaviour, consumers learn through trail and error process, in which some purchase decisions can have favourable outcomes. If hypothetically, Pavlov’s dogs were given two levers. One that gives food to the dogs when operated and the second which given an electric shock. When the dogs use these levers, they would after repeated experience, use only that lever which gives food.

Behaviour B
Punishment
Weakening of Behaviour
No Rewards
Behaviour C
Neutral or
No Change
Behaviour A
Reward
Strengthening of Behaviour

















Three types of reinforcement in Instrumental Conditioning



Q. 8. Explain the meaning of Consumerism. What were the efforts taken by the Government of India towards protection of Consumer rights? Explain the limitations for the growth of Consumerism in India.

Consumerism
It is defined as the organized movement of the citizens and the Government to enhance the rights and power of consumers in relation to the sellers.

The basis of consumerism is to protect the consumers from the immoral practices conducted by the marketers. Such practices may be high process, high – pressure selling, unsafe products to influence people.

Efforts taken by Government towards the protection of consumer rights

Statutory regulations enforced by the Government to protect the consumer interest are as follows:-

Trade Marks and Merchandise Marks Act, 1958
Sale of Goods Act 1935
Drugs Control Act 1950
Prevention of Food Adulteration Act 1954
Essential Commodities Act 1955
Trade Marks and Merchandise Marks Act, 1958
The Monopolies and Restrictive Trade Practices (MRTP) Act, 1969
Packaged Commodities (Regulation) Order, 1975

Consumerism in India has not progressed because of various reasons, which are as under:

Ø Vastness of the country, imbalance in distribution of wealth, backwardness
Ø High rate of illiteracy and ignorance
Ø Traditional outlook of the people to suffer in silence, lack of information and education
Ø Inability to understand the technical complexity of the goods and accepting manufacturers at face value
Ø Consumer’s tendency to get carried away by the clever advertising and promotion tactics

Consumerism is still in its infancy stage and hence is not developed and organized. The existing laws are incapable of effectively implementing and enforcing the objective.

Consumerism is the shame of the total marketing concept. Every organization should take marketing decisions keeping in mind the organization long term interests, the consumer’s long-term interests, and society’s long term interests.

In India the developing economy the plight of the consumers is not different from that of their counter parts in the rest of the world India consumers are not all well educated and hence are unable to comprehend and understand the complex methods of marketing.

Consumerism is said to be still its infancy stage. But the consumer movement is slowly gathering momentum. At times, there is deliberate attempt on the part of the marketer to adopt misleading, false or deceptive advertisements, where only half truths are offered to the consumers, so as to give a different impression and create a different image as compared to the actual fact.

Pre-liberalization era consumers in India had hardly any voice as regards to their rights in relation to the sellers. The market has been flooded with goods and services and services and it has become difficult for the consumers to ascertain the quality or utility of these goods and services.



*****

CONSUMER BEHAVIOUR -1

CONSUMER BEHAVIOUR


Q 2. Consumer Research is central to the success of a marketing strategy. Critically examine the above statement in the light of the present business environment in India.

A. Consumer Research
Consumer Research is the systematic collection and analysis of consumer information for the purpose of important decision making in marketing.

Consumer Research plays an important role in marketing process, helps in consumer measurement, market potential, sales forecast, each element like product mix distribution mix, price effectiveness of an advertisement campaign, consumer acceptance of a product. In the fiercely competitive situation, it is extremely critical for an organization to monitor the customer satisfaction on a regular basis.

Consumer Research is primarily used for two applications. These are :

Routine problems analysis i.e., product potential, sales forecasting etc
Non-routine problems analysis i.e. new product launch, success of promotional schemes.

Relevance of consumer Research

Consumer Research has become extremely relevant especially in the present business scenario and the reasons can be stated as under:

1) To day’s business decisions are extremely complex and a large number of variables are involved.

2) Globalization and liberalization has intensified competition and survival of an organization is at stake.

3) Optimization at all levels to reduce costs. An organization need to know the areas, which offer cost reduc5tions without affecting the consumer expectations.

4) Employees and shareholders are becoming increasingly aware of their rights to participate in decision-making process.

5) The tools used for research has increased and organizations are increasingly participating data mining.

Consumer Research and Analysis
Consumer Behaviour Environment
Marketing Strategy Development









Marketing Strategy Implementation




Consumer Research and Analysis














Need for Consumer Research

Marketers are often interested in knowing the feedback of consumers. As it has been discussed earlier the study of Consumer Research is extremely important for the formulation of marketing strategies. A marketer would be interested in knowing the answers to following questions:

How do consumers interpret information about marketing stimuli such as products, stores and advertising?

How do consumers choose from among alternative product classes, products and brands?

How do consumers form evaluations for products and brands?

How do consumers interpret the benefits of marketing offerings?

How do behaviour and environment affect consumer beliefs and attitudes?

Why are consumers more interested or involved in some products or brands than others?

How do marketing strategies influence consumer’s beliefs and attitudes?


Q.6. Define and explain the meaning of ‘Attitude”. Explain in brief the factors affecting the relationship between Attitude, Belief, and Behaviour. Explain the two theories of Attitude.

A. A learned orientation or disposition, toward an object or situation, which provides a tendency to respond favourably or unfavourably to the object or situation.

Attitudes are likes and dislikes.

Attitude is a combination of beliefs of consumers about the product attributes and the evaluation of these attributes as being beneficial or not.

Factors affecting relationships between attitude, Beliefs and Behaviour


Lack of involvement
If the involvement of an individual in a particular issue is low, then the relationship between attitudes and behaviour is also low.

Lack of purchase feasibility
An individual may be highly enthusiastic about the cars. He may collect as much information on cars as possible. He may get totally attracted to the new ad of Toyota after seeing the ad and getting more information about Corolla. He may form strong beliefs about the brand but such a belief may not lead to buy basically because the person may not have the buying capacity. Thus a positive attitude may not necessarily lead to the act of purchase.

Poor attitude accessibility
Consumers retain brand beliefs in memory as scheme representing their associations with the brand. For these beliefs to affect brand evaluations they must be accessible from memory.

Changing market conditions
One might have a very positive attitude towards a brand. He may have continued buying it for a long time. But if the prices are suddenly increased beyond his acceptable level or if the brand vanishes from the market then he will have no option but to go in for a different brand.

Lack of relation between values and beliefs:
An individual may well be aware of the risks of smoking the values an individual has towards smoking can be negative yet the risks of smoking. The values an individual has towards smoking can be negative yet the believes the he does not want to live longer than there will be no association between values and beliefs.

Theories of attitude

Congruity Theory
This theory was developed by C.E. Osgood and P.H. Tannenbaum, is build on the notion of positive and negative attitudes and adds the concept of attitude strength. Congruity exists when a source and concept are positively associated have exactly the same evaluations.

This theory helps to rate attitude on a quantitative scale from – 3 (highly unfavourable to + 3 (Highly favourable) with a middle zero point. In order to obtain congruity one should take into account the direction as well as the strength.

Illustrate this theory with our earlier example of a salesman of microwave oven. Suppose that we are convinced that the microwave is good and will meet our needs well, a rate of +3 may be given. However, if we develop a slight unfavourable for the salesman, a rating of –1 will be given. According to the congruity theory, the final attitude towards the oven is the differences between the two ratings, which in this case will be +1, the mid point between –1 and +3.


Final Rating of Oven








-3







-2
-1
0
+1
+2 +3




Sales Man
Microwave oven









Helder’s Balance Theory:
It maintains that people seek to achieve balance between their thoughts (Beliefs) and feelings (Evaluations). It is mainly concerned with the transfer of information between people. There are three elements in attitude formation

The person
Other person and
Object

There are two generic types of relationships that exist between the elements. They are (1) linking or sentiment relations and (2) unit relations.

Both the relations can be positive or negative. In a three-element system, balance will exist if all three relations are positive or if two are negative and one is positive. Conversely, imbalance exists if all three are negative or if two relations are positive and one is negative people have a tendency to perceive others and objects linked to them such that the system is balanced. This theory is useful to marketers to find ways to communicate better.

Balanced situations

- -




+ +



Object Object










A B
(Person) (Person)
a salesman of a microwave oven has approached you for selling it to you. The process will have three stages, which are as under:

Stage – I
In the first stage the salesman show you the leaflets and understands you needs. He then matches the benefits of the product with your needs, which leads to a positive attitude build by the trust you place on him.

Stage – II
After the sales talk you may either form a positive or negative opinion about the salesman. If you are favourable towards the salesman to achieve stability you will also form a positive opinion about the oven. If you are unfavourable towards the sales man you will also be unfavourable towards the oven.



Q. 10. Explain the characteristics of Organizational Buyers, State the factors affecting organizational buying behaviour and clearly differentiate between organizational buying and individual consumer buying behaviours.

A. Organizational Buying differs largely from consumers buying. One of the salient features of organizational buying is that it is basically a rational buying process. This means that organizational buying is based purely on utilitarian concept. There is nothing called hedonic buying. By principle, organizational buyers do not bring in emotions in their buying process and as such emotional appeals do not make any impact on their buying process.

Factors affecting organizational buyer behaviour

Environmental factors

Physical: climate, Geographical location.
Technological: Procurement related to inventory.
Economic: Price Credit, cost, inventory etc.
Political: Tariff barriers, Defense spending, lobbying
Legal: Local, State, Central regulations

Organizational Factors

Tasks: Buying task performed to achieve corporate goals
Structure
Technology
People

Interpersonal factors

The buying Center: Comprises of those people who interact during the buying process (Decision makers)

Buying center roles i.e. initiators, influences, buyers, deciders, gatekeepers.

Power Relationships: Invisible nature of power wielded by individual in an organization
Individual factors

Motivation of buying personnel
It is well-known fact that the buyer’s overall responsibility is to buy efficiently and at the best possible terms and conditions so as to reduce overall costs of purchase. The purchase department has targets set for them at the beginning of every year.

Perceptions of buying personnel
It is to be clearly understood that although the personnel involved in the buying professional are rational, being human beings, they have their own perceptions. Sellers need to work around their perceptions to effectively achieve their goals. It is known fact that sellers try to collect as much information about the buyers so that they are in better position.

Learning of buying personnel
Organizations take special efforts to train their personnel in improving their buying skill sets. Often, such personnel are not for advanced training programs to sharpen their skills.

Organizational V/s consumer Buying

Geographical concentration
Organizational buyers are concentrated in specific locations. Such concentration can be due to number of reasons like infrastructure availability, nearness to port, and closeness to raw material supply points.

Fewer, larger buyers
Organizational buyers are considerably fewer in number then the individual consumers but at the same time, these are very high volumes. Companies like Bajaj Auto, Telco, Maruti etc are huge buyers having purchase running in hundreds of crores.

Vertical or horizontal markets
When the product of the seller is such that it has a universal application, then it can cater to a large number of buyers in diverse industries. Computers are used in automotive, chemical, pharmaceutical, textile and other industries. Similar is the case with seller of generating sets, transformers, stapler pins and so on. There is the case with sellers of generating sets, transformers etc are referred to as horizontal markets. Sellers who cater to the needs of buyers in one particular industry will have vertical markets.

Fluctuating demand
Organizational buyers do not have uniform demand. This is because the demands are directly related to consumer demands. In India for example the industrial demand goes up just before the festival season.




Q.12. Define consumer learning Explain the various components of learning process.
A. Consumer learning: Learning is defined as a permanent change in the behavior of consumer as a result of past experience.

Learning involves change in behaviour. It is a process it can occur by increase in knowledge through reading of books, articles, observation, and thinking and through discussions.

Components of learning process

Everyday an individual receives a variety of stimulus inputs. When a specific stimulus becomes associated with a specific response in a sufficiently permanent manner then the occurrences of the stimulus tends to bring a particular responses. The components are as under:

Drive
Drive is said to be a strong stimuli that forces action. The drive arouses in an individual an urge to respond to the stimuli and thus forms the basis of motivation. One needs to differentiate motive from a drive.

Cues
A cue is an object existing in the environment, as perceived by the individual cues give direction to the motives. Hence marketers need to determine the conditions that a cue will increase the probability of getting a specific response.

Responses
A stimulus leads to responses. It is the reaction of an individual to a stimulus. Such a response may be in the physical form or maybe in terms of complex phenomena such as attitudes, perceptions etc. psychologists have the opinion that responses must be operationally defined and physically observable.

Reinforcement
Reinforcement is a very basic condition of learning. Without it we cannot observe any measurable modification of behaviour. Reinforcement is closely associated to the psychological process of motivation. Reinforcement refers to those environmental events.

Retention
The stability of learned behaviour maintained by the individual over a period of time is called retention. Under repeated conditions of positive reinforcement, there is a tendency for the condition response to continue for a long period of time.




Q. 14. Explain the various Attitude measurement techniques. It is possible to change the attitude of consumers towards products and brands?

Attitude Measurement Techniques

Thurston Scale:

This scale also known as thrustone and clave scale is one of the best technique of measuring attitude with the help of equal appearing intervals. In this large number of statements are collected regarding a subject. This can be done through past experience, brain storming, expert opinions etc Thurstone and Clave had collected 130 statements regarding the attitude of the respondents towards church. Respondents were asked to sort these statements into 11 piles evenly divided into those having extremely favourable to extremely unfavourable attitude.

Summated Rating Scale

Ø The methodology used in development of this scale for the purpose of attitude measurement is as under:

Ø Researcher collects a large number of statements and eliminates those, which are ambiguous, irrelevant or deficient.

The remaining statements are administered to one or more respondents for there reaction using a five point rating system i.e. strongly approve, approve, undecided, disapprove and strongly disapprove.


Scalogram Analysis
Guttman proposed this attitudinal scale. This method of scaling is based on the assumption that, an individual with a more favourable attitude score than another must be just as favourable or more favourable in his response to every statement.

Semantic Differential
This technique involves three dominant factors viz. evaluation potency and activity factor. It is a bi-polar scale confirming to the basis concept of motivation, attraction or repulsion from an object. Here respondents are asked to give their opinion on the several point scale.

Attitude Change

Beliefs are easier to change than desired benefits
Desired benefits are more enduring, ingrained, and internalized than beliefs as they are more closely linked to consumer values. A manufacturer of pain relievers produces a brand that consumers regard as significantly stronger and as providing more immediate relief. But however may consumers put more value on the benefits of a mild safe brand that doctors recommend.

Brand beliefs are easier to change than brand attitudes
Cognitions are easier to change than affect. A change in beliefs precedes a change in brand attitudes. When consumers are involved. Changing their beliefs is easier than changing brand attitudes.

For hedonic products, attitudes are a more relevant, vehicle for change than beliefs
When consumers buy a product based on emotion or fantasy, they are relying on affect rather than cognitions. Hence attitudes are more relevant strategic vehicle for change.

Attitudes are easier to change when there is a low lever of involvement
Consumer attitudes are easier to change if there is little self-identification with the product, little emotional attachment to it and no badge value associated with it.

Friday, February 8, 2008

Marketing Management - 6

LIST OF ATTEMPTED QUESTIONS AND ANSWERS



Multiple Choice Single Answer
Question
It is is the data which has been converted to a useful form for decision making
Correct Answer
Information
Your Answer
Information

Match The Following
Question
Correct Answer
Your Answer
Biogenetic needs
Hunger, Thirst
Hunger, Thirst
Actual self concept
How person views himself
How person views himself
Others self concept
How the person thinks others see him
Esteem, Recognition
Personality
Deference, Autonomy
How the person thinks others see him

Select The Blank
Question
Customers are brand,style and type conscious when buying ________ products.
Correct Answer
Special
Your Answer
Special

Multiple Choice Multiple Answer
Question
Types of Organisational Market
Correct Answer
Reseller market , Industrial market , Government market
Your Answer
Reseller market , Industrial market , Consumer market , Government market

Select The Blank
Question
In ________ pricing buyers pay different prices under the same conditions , in the same quantities and at the same time
Correct Answer
Variable
Your Answer
Prestige

Multiple Choice Single Answer
Question
What is Market development?
Correct Answer
Existing product-New market
Your Answer
New product-New market

Select The Blank
Question
________ provides more information than Advertising and is relatively inexpensive.
Correct Answer
Publicity
Your Answer
Publicity

True/False
Question
Consumer behaviour is more challenging across international border.
Correct Answer
True
Your Answer
True

Multiple Choice Single Answer
Question
What is the most important promotion activity required in Industrial buying process
Correct Answer
Personal selling
Your Answer
Sales promotion

True/False
Question
Communicating with middlemen requires information which is different to the information required in communicating with the final buyers.
Correct Answer
True
Your Answer
True

Multiple Choice Multiple Answer
Question
Characteristics for effective market segmentation are:
Correct Answer
Accessible , Actionable , Measurable
Your Answer
Actionable , Measurable , Accessible

Multiple Choice Single Answer
Question
In Cost Optimisation :
Correct Answer
Overall physical distribution costs are minimised
Your Answer
Cost-trade off is achieved

True/False
Question
Shorter production runs are required to produce large number of products in multi-segment strategy
Correct Answer
True
Your Answer
True

Multiple Choice Multiple Answer
Question
Business is rated on which dimensions
Correct Answer
Market attractiveness , Business strength
Your Answer
Market attractiveness , Business strength , Profit margin , Competition level

Multiple Choice Multiple Answer
Question
What are psychogenetic needs
Correct Answer
Belonging , Recognition
Your Answer
Hunger , Thirst

Select The Blank
Question
________ research involves using past experiences to find solutions to marketing problems
Correct Answer
Historical
Your Answer
Historical

Select The Blank
Question
Demographic, cultural, political, natural etc combine to form ________ environment.
Correct Answer
Macro
Your Answer
Macro

Multiple Choice Multiple Answer
Question
For a low involvement regular purchase product, consumer goes through what all stages of buying process
Correct Answer
Need recognition , Purchase decision
Your Answer
Need recognition , Information research , Evaluation of alternatives , Purchase decision

Select The Blank
Question
The factor of satisfaction and ________ motives are consistent in society
Correct Answer
Profit
Your Answer
Profit

Select The Blank
Question
Product, price, place and promotion are the 4p's of ________ mix
Correct Answer
Marketing
Your Answer
Sales

Multiple Choice Single Answer
Question
This method enables the forecaster to take into consideration seasonal fluctuations and long term fluctuations
Correct Answer
Time Series Analysis
Your Answer
Time Series Analysis

Select The Blank
Question
Customer's changing wants and their behaviour can be better understood in ________ distribution.
Correct Answer
Direct
Your Answer
Direct

Multiple Choice Multiple Answer
Question
Marketing channels for consumer products is longer because
Correct Answer
Number of consumers are more , Consumers buy smaller quantities , Buying patterns of consumers is easy to detect.
Your Answer
Number of consumers are more , Consumers buy smaller quantities , Buying patterns of consumers is easy to detect.

Multiple Choice Single Answer
Question
Interpersonal communication is between:
Correct Answer
Source and receiver
Your Answer
Source and receiver

Multiple Choice Single Answer
Question
It is a paid form of non personal communication.
Correct Answer
Advertising
Your Answer
Advertising

Match The Following
Question
Correct Answer
Your Answer
Wide market coverage is achieved.
Intensive distribution.
Intensive distribution.
Helps in the process of matching demand and supply.
Marketing channel
Marketing channel
No intermediaries between producer and consumer.
Direct channel
Direct channel
Combining two or more levels of a channel under one participant's control.
Vertical integration
Vertical integration

Multiple Choice Multiple Answer
Question
For exchange to take place, which conditions must be satisfied ?
Correct Answer
Atleast two parties , Each party is capable of communication and delivery , Each party has something that might be of value to the other party
Your Answer
Atleast two parties , Each party is capable of communication and delivery , Each party has something that might be of value to the other party

Multiple Choice Multiple Answer
Question
Planning of long term strategies are based on following factors:
Correct Answer
Opportunity , Objectives, Strategies, Situation assessment, Organisation mission , Resources
Your Answer
Opportunity , Strengths , Objectives, Strategies, Situation assessment, Organisation mission , Resources

Select The Blank
Question
________ directs the flow of goods and services from the producer to the ultimate consumer
Correct Answer
Marketing
Your Answer
Marketing

True/False
Question
Services can be stored in inventory.
Correct Answer
False
Your Answer
False

Multiple Choice Multiple Answer
Question
Key concepts of systems view of management includes
Correct Answer
Optimisation concept , Total cost concept , Cost trade-off concept
Your Answer
Optimisation concept , Cost trade-off concept , Inventory carrying cost concept

True/False
Question
Consumer behaviour is easy to understand in familiar country like India for Indians.
Correct Answer
False
Your Answer
True

Multiple Choice Single Answer
Question
Recession stage in business cycle is also called
Correct Answer
Slowdown
Your Answer
Slowdown

Select The Blank
Question
Wholesalers and retailers help manufacturer in carrying ________ flow to final buyers.
Correct Answer
Title
Your Answer
Risk

True/False
Question
In pure competition many sellers and buyers are there and have major effect on demand and supply of the product's market price
Correct Answer
False
Your Answer
False

True/False
Question
The demand for necessities tends to be more price elastic than the demand for luxury products.
Correct Answer
False
Your Answer
False

True/False
Question
"To increase the market share of our product" .Is it a well defined objective?
Correct Answer
False
Your Answer
True

True/False
Question
Changes in consumer's buying patterns affects channel's horizontal and vertical dimensions.
Correct Answer
True
Your Answer
True

Multiple Choice Multiple Answer
Question
What is Marginal cost?
Correct Answer
The additional cost of each unit of product , It ignores non price competition , Marginal revenue is less than average revenue
Your Answer
The additional cost of each unit of product , Marginal revenue is less than average revenue , It is useful for new products

Multiple Choice Multiple Answer
Question
Disadvantages of Primary data are :
Correct Answer
Cost factor , Time factor
Your Answer
Cost factor , Time factor , Credibility

Multiple Choice Multiple Answer
Question
When is demand price elastic?
Correct Answer
Price cut causes revenue to increase , Price rise causes revenue to decrease
Your Answer
Price cut causes revenue to increase , Price rise causes revenue to decrease

Select The Blank
Question
Major reason for success for new product is ________ product.
Correct Answer
Superior
Your Answer
Superior

True/False
Question
Product concept testing through physical presentation increase the reliability of test.
Correct Answer
True
Your Answer
True

Multiple Choice Single Answer
Question
It is the most influential primary reference group shaping a buyer's behaviour
Correct Answer
Family
Your Answer
Friends

Multiple Choice Single Answer
Question
Decline in buying power due to price levels rising more rapidly than income is called
Correct Answer
Inflation
Your Answer
Inflation

Multiple Choice Single Answer
Question
It refers to formal and informal rules, regulations and procedures that complements the company structure
Correct Answer
Systems
Your Answer
Systems

Multiple Choice Single Answer
Question
Profits are negative in which stage of product life cycle?
Correct Answer
Introductory
Your Answer
Growth

Human Resource Management (HRM) - 4

LIST OF ATTEMPTED QUESTIONS AND ANSWERS



Select The Blank
Question
Federation & union at all levels are managed on the lines of management of ________
Correct Answer
A political body
Your Answer
An economic activity

Select The Blank
Question
In indian since the liberalisation process in 19991, FDI flows have developed each year & exports are up by more than ________
Correct Answer
0.5
Your Answer
0.59

True/False
Question
Monitoring and Follow-up follows the distribution of questionnaires to all assessors.
Correct Answer
True
Your Answer
False

Multiple Choice Single Answer
Question
What can give significant inputs about existing state of accountability of employees.
Correct Answer
HRD audit
Your Answer
TQM Interventions

True/False
Question
Human resource Audit is full-fledged methodology to bring about a change.
Correct Answer
False
Your Answer
False

Multiple Choice Multiple Answer
Question
What are the areas where the auditors should physically visit the workplace?
Correct Answer
Canteens , Living colony , Training rooms
Your Answer
Canteens , Training rooms

True/False
Question
The diamensions of the Human Resources portfolio matrix do not have the same form as for product & market portfolio.
Correct Answer
False
Your Answer
True

Multiple Choice Multiple Answer
Question
What are the preparations to be done during pre-interview session by the employer about the employee.-
Correct Answer
Background , Training , Experience
Your Answer
Background , Experience , Checking

Multiple Choice Single Answer
Question
The liberalization swept through the nation bringing in a new era which compelled Indian business to value up from shumber & reassess its assumption. The characterstics were that of
Correct Answer
a complete or perish situation
Your Answer
an open economy

Multiple Choice Multiple Answer
Question
What are aims & objectives of HRA?
Correct Answer
Increase manarginal awarness of human resourcess , Developing new meaure of effective manpower utilzation . , Enabling a longer time horzon for planning & budgeting .
Your Answer
Increase manarginal awarness of human resourcess , Developing new meaure of effective manpower utilzation . , To act as a objective measure for rationalization programmes.

True/False
Question
The final step in manpower planning is to ensure that the supply will match the demand in future.
Correct Answer
False
Your Answer
True

Multiple Choice Multiple Answer
Question
Name the various steps considered under Factor comparision system:
Correct Answer
Selection of job characteristics , Determination of correct rates of key jobs , Allocation of correct rate to each key job
Your Answer
Selection of job analysis , Allocation of correct rate to each key job , Selection of job characteristics , Determination of correct rates of key jobs

Multiple Choice Single Answer
Question
Who found that customer perceptions & attitudes were affected by what employees experienced?
Correct Answer
Schneider
Your Answer
Schneider

Select The Blank
Question
The ________ are mostly for the employees of the marketing department .
Correct Answer
Commissions
Your Answer
Commissions

Select The Blank
Question
Employer has to pay ________ of the basic wages to the employees during the lay off period
Correct Answer
0.5
Your Answer
0.45

Multiple Choice Single Answer
Question
At a certain stage the upword mobility stops for many employees. This is inescapable in view of pyramid organisation structure. This phenomenon is called :
Correct Answer
Plateauing
Your Answer
Saturation

Multiple Choice Single Answer
Question
A new professional body called the National HRD Network took birth in :
Correct Answer
1985
Your Answer
1988

Multiple Choice Single Answer
Question
Why is it that in dual career groups there is restricted freedom from the side of the human resource manager?
Correct Answer
because of restriction & reservations in adhering to organisational rules & regulations
Your Answer
because of an increase in stress levels

Select The Blank
Question
In no phase of business life is ________ as important as in making promotion decesions.
Correct Answer
Integrity
Your Answer
Integrity

Multiple Choice Multiple Answer
Question
It is said that versality will be the key factor in determining employee value with following factors :
Correct Answer
Technology , Leadership , Motivation
Your Answer
Leadership , Motivation , Problem solving

Multiple Choice Single Answer
Question
In resent times, which department and head of the same usually initiates the manpower plan.
Correct Answer
HR department
Your Answer
HR department

Select The Blank
Question
________ leads to conflict between various departments is a functional organisation
Correct Answer
The lack of appreciation for the constraints of other department
Your Answer
Faulty communication

Select The Blank
Question
________ assignment can also be recommended for career development.
Correct Answer
Rotational
Your Answer
Vocational

Multiple Choice Single Answer
Question
What is that describes the duties of the job, authority relationship, skills requirement, conditions of work etc.
Correct Answer
Job analysis
Your Answer
Job analysis

Multiple Choice Single Answer
Question
If supply of labour is higher than demand, which factor would be relatively low?
Correct Answer
Wage
Your Answer
Price

True/False
Question
As per the Human Development Balance sheet, 1997 30% of the total population (world) lives in abolute poverty
Correct Answer
False
Your Answer
True

Multiple Choice Multiple Answer
Question
Under the grading system, name the separate geades included:
Correct Answer
Office , Clerical , Managerial
Your Answer
Clerical , Managerial

True/False
Question
If the assessee is transferred after Feb. the immediate superior will complete the appraisal as at 31st Aug.
Correct Answer
False
Your Answer
True

True/False
Question
Counselling involves a one to one discussion between the participant and administrator.
Correct Answer
True
Your Answer
True

Multiple Choice Multiple Answer
Question
Under orientation programmes, some very important issues discussed and clarified are :
Correct Answer
Who analyzes the data? , Who are going to provide feedback? , Purpose of 360 Degree Feedback
Your Answer
Purpose of 360 Degree Feedback , Who analyzes the data? , Who are going to provide feedback? , Who are the participants?

Select The Blank
Question
________ of managers assessed in the same study were positioned in the "Stars" category.
Correct Answer
0.15
Your Answer
0.09

Multiple Choice Multiple Answer
Question
Western and Third World Studies of organisational excellence indicate major keys to organisational excellence , those are -
Correct Answer
Mission , Goals , Policies
Your Answer
Mission , Goals , Policies

Multiple Choice Multiple Answer
Question
Name the process of 360 degree appraisal which can be broken into three stages or levels -
Correct Answer
Planning , Implementation , Result
Your Answer
Planning , Implementation , Result

Multiple Choice Multiple Answer
Question
Some problems are inherent in the performance Appraisal System, they are -
Correct Answer
Discrimination , First impression , Central tendency
Your Answer
Discrimination , First impression , Central tendency

True/False
Question
At Intel the Work Force Solution Company (WFS) was framed & given monopoly over business process.
Correct Answer
False
Your Answer
True

Select The Blank
Question
Generally, training need identification forms a part of ________.
Correct Answer
Management Appraisal System
Your Answer
Career Planning

Multiple Choice Multiple Answer
Question
What is Business Process Re-engineering?
Correct Answer
The ability of an organisation to step back & rethink the way it does business , Focus on all form business components: strategy, business process, people and technology. , Encouraging enterprenewal adaptation on capabilities with stress on innovative skills & collaborative decision-making
Your Answer
Process re-design & system re-engineering , The ability of an organisation to step back & rethink the way it does business , Focus on all form business components: strategy, business process, people and technology.

Multiple Choice Single Answer
Question
Name one of the components / elements of the flow of decisions in the employees organisation as a bid to increase union member loyalty :
Correct Answer
Providing wrong information about management
Your Answer
Providing wrong information about management

Select The Blank
Question
For closure , if there is no response ( from government ) within ________ permission is deemed to have been granted
Correct Answer
60
Your Answer
30

Multiple Choice Single Answer
Question
Name one of the components / elements of the flow of decisions in the Management quadrant :
Correct Answer
Sound Industrial relations
Your Answer
Collective bargaining

True/False
Question
HRD audit can give significant inputs about existing stage of accountability of employees.
Correct Answer
True
Your Answer
True

Select The Blank
Question
________ phase involves generating confidence in the employee to open up and frankly share his perceptions, feeling etc.
Correct Answer
Rapport building
Your Answer
Rapport building

True/False
Question
Proper implementation and support of all management levels are not very crucial for the success of HRD audit
Correct Answer
False
Your Answer
False

Multiple Choice Multiple Answer
Question
A key HR role in the firm will be multidisciplinary consulting around -
Correct Answer
Individual , Team , Business unit
Your Answer
Business unit

Multiple Choice Single Answer
Question
What is step1 / phase1 of a 360 degree Feedback approach?
Correct Answer
Orientation
Your Answer
Training

Match The Following
Question
Correct Answer
Your Answer
An efficient plant layout & a good menchmark
Ford Motors
Xerox (1989)
Simple act of comparision & learning for organisational improvement
Benchmarking
Ford Motors
The Malcolm Bridge National Quality Award
Xerox (1989)
Ishikawa (1992)
Japanese firms had ling been benchmarking other companies, many of them American
Ohirata (1994)
Ford Motors

Match The Following
Question
Correct Answer
Your Answer
Merit pay
It is based on performance in the company as per his set roles.
It compensates with the price index.
Stock Options
It is issued to the employees to be a shareholder in the company.
It compensates with the supply index.
Commissions
It is assigned on completion of targets set.
It is issued to the employees to be a shareholder in the company.
Dearness Allowance
It compensates with the price index.
It compensates with the supply index.

Financial Management - 2

LIST OF ATTEMPTED QUESTIONS AND ANSWERS



Multiple Choice Single Answer
Question
The technique where the interest is compounded and becomes a part of initial principal at the end of compounding period is termed as
Correct Answer
Compounding
Your Answer
Compounding

True/False
Question
A good Budget manual promotes standardization and simplification of budgetary procedures
Correct Answer
True
Your Answer
True

Multiple Choice Single Answer
Question
The Investment decisions are mainly concerned with
Correct Answer
Application of funds
Your Answer
Costing of funds

Select The Blank
Question
As per the Tandon Committee, the norms suggested for consumption of raw materials should be in ________
Correct Answer
months
Your Answer
months

Multiple Choice Multiple Answer
Question
Internal sources of cash are
Correct Answer
Depreciation , Amortization of intangible assets
Your Answer
Issue of new shares , Amortization of intangible assets

Multiple Choice Multiple Answer
Question
The collection programme of the firm consists of
Correct Answer
Maintaining the state of receivables , Dispatch of letters to customers whose due date is approaching , Telegraphic and Telephonic advice to customers around the due date
Your Answer
Maintaining the state of receivables , Dispatch of letters to customers whose due date is approaching , Maintaining record of bills payable

True/False
Question
Ratio should be computed on the basis of inter-related figures which have a cause and effect relationship
Correct Answer
True
Your Answer
True

True/False
Question
A partnership is an incorporated association of individuals.
Correct Answer
False
Your Answer
True

Match The Following
Question
Correct Answer
Your Answer
Advantage of Net present value
considers cash inflows from the project throughout its life
uses profits after depreciation and taxes and not the cash inflows for evaluating the projects
Disadvantage of Accounting rate of return
uses profits after depreciation and taxes and not the cash inflows for evaluating the projects
ignores time value of money
Disadvantage of Pay back period
ignores time value of money
can be computed even in the absence of the knowledge about the firm's cost of capital
Advantage of Discounted Pay back period
considers time value of money
considers cash inflows from the project throughout its life

Multiple Choice Multiple Answer
Question
The Proprietary concern is better than the Partnership concern on the following points
Correct Answer
Minimum Government regulations , Where the business is small
Your Answer
Minimum Government regulations , Where the business is small

True/False
Question
Undercapitalisation indicates sound financial position and efficient management of the company
Correct Answer
True
Your Answer
False

Multiple Choice Single Answer
Question
The accounting report which summarises the revenues and expenses for a specified accounting period is referred to as
Correct Answer
Profit and loss Account
Your Answer
Balance Sheet

Select The Blank
Question
________ and return always go hand in hand
Correct Answer
Risk
Your Answer
Risk

Select The Blank
Question
Cost management is the function of a ________.
Correct Answer
Treasurer
Your Answer
Finance manager

Multiple Choice Single Answer
Question
Increase in the amount in debtors results in
Correct Answer
Decrease in cash
Your Answer
Increase in cash

Select The Blank
Question
Factor can purchase the debts of the client making the immediate payment of the same, this reduces the strain on the ________ requirements of the client
Correct Answer
Working Capital
Your Answer
Working Capital

Select The Blank
Question
________ implies arithmetical relationship between two related figures
Correct Answer
Ratio
Your Answer
Ratio

True/False
Question
In funds flow statement, net decrease in working capital is shown on sources side
Correct Answer
True
Your Answer
False

Match The Following
Question
Correct Answer
Your Answer
Financial leverage
Earning before interest and tax / ( Earning before interest and tax - Interest )
( Net Profit after tax - Preference dividend ) / Shareholders funds
Earnings per share
(Profit after tax - Preference dividend) / Number of Equity shares
Earning before interest and tax / ( Earning before interest and tax - Interest )
Price earning ratio
Market Price per share / Earnings per share
( Sales - Variable cost ) / ( Earning before interest and tax - Interest )
Operating leverage
Contribution / Earnings before interest and tax
Contribution / Earnings before interest and tax

Multiple Choice Single Answer
Question
The method of subtracting present value of cash outflows from present value of cash inflows is known as
Correct Answer
Net present value
Your Answer
Pay Back period

Multiple Choice Multiple Answer
Question
Advantages of Debentures from company's point of view are
Correct Answer
The specific cost of debt capital represented by debentures is lower than the cost of preference or equity capital , Debenture financing does not result in dilution of control
Your Answer
The specific cost of debt capital represented by debentures is lower than the cost of preference or equity capital , Carry voting rights , Debenture prices are vulnerable to increase in interest rates

Multiple Choice Multiple Answer
Question
The sources of cash are
Correct Answer
Cash from operations , sale of machinery , Issue of new shares
Your Answer
Cash from operations , sale of machinery , Issue of new shares

Multiple Choice Single Answer
Question
Requirement of working capital is low is case of
Correct Answer
Infrastructure oriented projects
Your Answer
Trading organisation

Select The Blank
Question
Carriage Inward is normally debited to ________
Correct Answer
Manufacturing Account
Your Answer
Profit and Loss Account

Multiple Choice Single Answer
Question
Receipt of loans/borrowings appear in the cash budget under the head
Correct Answer
Non-operating cash inflow
Your Answer
Operating Cash Inflow

Multiple Choice Multiple Answer
Question
The cost of managing inventory includes
Correct Answer
Ordering cost , Carrying cost
Your Answer
Maintenance cost , Ordering cost , Carrying cost

Select The Blank
Question
In ABC analysis B class consist of ________.
Correct Answer
relatively less important items
Your Answer
that quantity which is fixed in such a way that the total variable cost of managing the inventory can be minimised

True/False
Question
In narrow sense funds means only cash resources of the business
Correct Answer
True
Your Answer
True

True/False
Question
Current ratio and Acid test ratio are categorised under liquidity group
Correct Answer
True
Your Answer
True

Multiple Choice Single Answer
Question
According to the Irrelevance approach of dividend policy, the value of the company
Correct Answer
remains unaffected by the dividend policy of the company
Your Answer
will increase if dividend payout is on the higher side

Multiple Choice Single Answer
Question
The effect of Purchase of machinery by issue of debentures on the funds flow is that there will be
Correct Answer
No effect on the funds flow
Your Answer
Increase in application of funds

Select The Blank
Question
As per the II method suggested by the Tandon committee, the borrower should finance ________ of current assets out of long term funds and the banks provide the remaining finance
Correct Answer
0.25
Your Answer
0.25

Multiple Choice Multiple Answer
Question
Fund based lending of banks include
Correct Answer
Overdraft , Bills Purchased
Your Answer
Overdraft

Select The Blank
Question
Proprietory ratio indicates the relationship between the owner's fund and ________
Correct Answer
Total assets
Your Answer
External liabilities

True/False
Question
Inventory is the intermediate stage between purchase of raw materials and consumption of raw materials
Correct Answer
True
Your Answer
True

Multiple Choice Multiple Answer
Question
The recommendations of the Tandon committee included
Correct Answer
the norms for inventory and accounts receivables for as many as 15 industries excluding heavy engineering industry , that the amount of bank credit should not be decided by the capacity of the borrower to offer security to the banks but it should be decided in such a way to supplement the borrower's resources in carrying a reasonable level of current assets in relation to his production requirement
Your Answer
the norms for inventory and accounts receivables for as many as 15 industries excluding heavy engineering industry , all cash credit accounts with banks should be bifurcated in two categories

Multiple Choice Multiple Answer
Question
If Profit maximization is accepted as the only goal of finance function, it is criticised on the following grounds
Correct Answer
Ignores risk factor , Does not consider social obligation , Ignores quality aspect of benefits associated with a financial course of action
Your Answer
Does take into consideration time value of money , Ignores risk factor , Does not consider social obligation

True/False
Question
Private limited company can commence business immediately on incorporation
Correct Answer
True
Your Answer
False

True/False
Question
If the customer fails to pay the amount due from him the legal action should be initiated against the customer after the limitation period is over
Correct Answer
False
Your Answer
True

Multiple Choice Single Answer
Question
The cost which is attached with the source of capital apparently is termed as
Correct Answer
Explicit cost
Your Answer
Implicit cost

Select The Blank
Question
When a company issues bonus shares ________ of the company get reduced
Correct Answer
Reserves
Your Answer
Sharecapital

Select The Blank
Question
Inflow of funds may not necessarily result in ________
Correct Answer
Inflow of cash
Your Answer
stability of funds

Multiple Choice Multiple Answer
Question
The Economic Order Quantity model is based on the assumption of
Correct Answer
Placing and receiving orders is without any delay , Ordering costs and carrying costs associated with the orders are variable in nature and they behave exactly opposite to each other , The demand for the material concerned is uniform throughout the year
Your Answer
Placing and receiving orders is without any delay , The demand for the material concerned is uniform throughout the year

Multiple Choice Multiple Answer
Question
Advantages of Internal rate of return is
Correct Answer
It considers time value of money , It considers cash inflows from the project throughout its life , It can be computed even in the absence of the knowledge about the firm's cost of capital
Your Answer
It considers cash inflows from the project throughout its life , It can be computed even in the absence of the knowledge about the firm's cost of capital , It is easy to use

Multiple Choice Multiple Answer
Question
Shortcomings of Debentures from company's point of view
Correct Answer
The debenture interest and capital repayment are obligatory payments , Debenture financing enhances the financial risk associated with the firm
Your Answer
The debenture interest and capital repayment are obligatory payments , Debenture financing enhances the financial risk associated with the firm , They have lowest priority in the event of liquidation , Controlling the affairs of the company

Multiple Choice Single Answer
Question
The highest form of maintaining liquidity of cash is
Correct Answer
Cash balance in the current account
Your Answer
Trading in capital market

Multiple Choice Single Answer
Question
Overcapitalisation is
Correct Answer
Existence of excess capital as compared to the level of activity and requirements
Your Answer
Existence of excess capital as compared to the level of activity and requirements

e-Business - 1

LIST OF ATTEMPTED QUESTIONS AND ANSWERS



Multiple Choice Single Answer
Question
The banking which allows banks to set up retail branches on subscriber based online services is
Correct Answer
Online Services Based Banking
Your Answer
Online Services Based Banking

Multiple Choice Single Answer
Question
To create temper proof electronic cash that can be traced back to its origin, what is used?
Correct Answer
Complex Cryptographic algorithm
Your Answer
Serial numbered electronic cash

Multiple Choice Multiple Answer
Question
Hit counter
Correct Answer
Counts number of hits for a web site , Provided by ISP , Is a s/w
Your Answer
Counts number of hits for a web site , Provided by ISP , Is a s/w

Select The Blank
Question
________ auction sites involve a customer selling an item to another customer through auction site.
Correct Answer
C2C
Your Answer
C2C

True/False
Question
Secure Electronic Transactions is a s/w that handles credit card information of a customer.
Correct Answer
True
Your Answer
True

Multiple Choice Single Answer
Question
Agile wallet secure electronic server was developed by :
Correct Answer
Cybercash
Your Answer
Digicash

Select The Blank
Question
In ________ personalization the inputs of many users is compared before the program comes up with a recommendation to the visitor.
Correct Answer
Collabrative Filtering
Your Answer
Rule Based

True/False
Question
In Millicent system consumer has to deal with dozens of brokers to satisfy his or her scrip needs for many merchants.
Correct Answer
False
Your Answer
True

Select The Blank
Question
________is the act of storing a document on local server,enabling it to be presented faster than if it is accessed from the document's original server.
Correct Answer
Caching
Your Answer
Caching

Select The Blank
Question
________ command produces a query to the database tables according to condition specified by user.
Correct Answer
Select
Your Answer
Select

True/False
Question
Company Information lets the potential online shopper know the sort of outfit of the eshop.
Correct Answer
True
Your Answer
True

True/False
Question
Recovery from error is thought of in the planning phase.
Correct Answer
False
Your Answer
False

Multiple Choice Multiple Answer
Question
A trusted operating system provides
Correct Answer
strong access controls , create virtual lockbox , protect against unauthoprized tampering with private account information
Your Answer
strong access controls , create virtual lockbox , protect against unauthoprized tampering with private account information , to limit access to the system form external networks

Multiple Choice Multiple Answer
Question
The basic requirements for transaction security are
Correct Answer
Privacy , Confidentiality , Integrity
Your Answer
Privacy , Confidentiality , Integrity

Multiple Choice Single Answer
Question
The planning process for e-business include
Correct Answer
Deciding about the products and services you want to sell
Your Answer
Deciding about the products and services you want to sell

Multiple Choice Single Answer
Question
The act of sending a message pretending to be authorized user is called as
Correct Answer
Spoofing
Your Answer
Spoofing

Multiple Choice Multiple Answer
Question
Off-the-shelf home finance software are
Correct Answer
Microsoft Money , Intuit's Quicken
Your Answer
Compuserve , Microsoft Money , Intuit's Quicken , Talley

Multiple Choice Multiple Answer
Question
Select the three options due to which credit theft is impossible with smart card
Correct Answer
Key to unlock encrypted information required , There is no external account number on the card
Your Answer
Key to unlock encrypted information required , No physical signature on the card , Smart cards can be used with only acquainted merchants

Select The Blank
Question
________ is online shopping device that seals personal information in a free plugin that can be invoked when making a purchase.
Correct Answer
Digital Wallet
Your Answer
Digital Buyer

Multiple Choice Multiple Answer
Question
Select the three important factors required for gaining acceptance of smart cards
Correct Answer
Availability of smart card readers , Compatibility between smart cards , Application
Your Answer
Availability of smart card readers , Compatibility between smart cards , Security

True/False
Question
The downloading time for java applets is much higher than that of HTML
Correct Answer
True
Your Answer
True

True/False
Question
Banking on Internet is same as banking vai online services
Correct Answer
False
Your Answer
True

Match The Following
Question
Correct Answer
Your Answer
TEXT
Default text color in webpage
Default text color in webpage
LINK
Unvisited Hyperlink's color
Unvisited Hyperlink's color
ALINK
Active Hyperlink's color
Active Hyperlink's color
VLINK
Visited Hyperlink's color
Visited Hyperlink's color

Multiple Choice Multiple Answer
Question
Methods for ensuring inforamtion integrity include
Correct Answer
Error detection codes , Checksums , Sequence Numbers
Your Answer
Checksums , Sequence Numbers

Select The Blank
Question
A ________ is digital cash minted by a small number of third party organizations
Correct Answer
Scrip
Your Answer
Smart card

Multiple Choice Multiple Answer
Question
The ecoin system uses a three link consistng of a
Correct Answer
Consumer , Merchant , Server
Your Answer
Consumer , Merchant , Server

Multiple Choice Single Answer
Question
Where does the error occur ? Does the system give prompts on how to proceed? Does the system let one know where one is? This indicates which factor of usability of computer software?
Correct Answer
System Feecback
Your Answer
Error Detection

Multiple Choice Multiple Answer
Question
Which of the following tags are related to formatting of text?
Correct Answer
, ,
Your Answer
,

Multiple Choice Single Answer
Question
While delivering educational materail on internet in Eeducation, which issue is most important?
Correct Answer
Model:Push/Pull
Your Answer
Information

Multiple Choice Multiple Answer
Question
Site navigation is aided by
Correct Answer
Site Index , Site Search Engine , Logical sequencing of facilities
Your Answer
Site Index , Site Search Engine , Logical sequencing of facilities , Type of browser

Multiple Choice Multiple Answer
Question
E-business can spread because of
Correct Answer
Word-of-mouth , An integrated supply-chain , Best shipping and after sales service
Your Answer
An integrated supply-chain

Multiple Choice Single Answer
Question
In creating anonymous electronic cash what is bank required to do
Correct Answer
Digitally sign the electronic cash
Your Answer
Associate the electronic cash with a particular consumer

Multiple Choice Multiple Answer
Question
Secureware has designed a secure web platform utilizing three tiered architecture ,the three tiers are
Correct Answer
Encryption technologies , Trusted Operating System , Firewalls
Your Answer
Encryption technologies , Decryption Technologies , Firewalls

Select The Blank
Question
________ is a software that locates web pages based on matching keywords.
Correct Answer
Search engine
Your Answer
Search engine

Multiple Choice Single Answer
Question
The example of E-service which enhances original service is
Correct Answer
Eeducation
Your Answer
Eeducation

Multiple Choice Single Answer
Question
KDD communications (kCOM) is the internet subsidiary of
Correct Answer
Kokusai Denshin Denwa
Your Answer
kokee Denshiv Deva

True/False
Question
The efficiency of user interface increases if error prevention is good
Correct Answer
True
Your Answer
False

Match The Following
Question
Correct Answer
Your Answer
Secret data
Existance is secret
Content is secret
Public data
Protected from modification
Content is not secret
Copyright data
Content is not secret
Protected from modification
Confidential data
Content is secret
Existance is secret

Multiple Choice Single Answer
Question
The main security feature to prevent double spending is
Correct Answer
Threat of prosecution
Your Answer
Serial numbering of electronic cash

True/False
Question
A credit card contains cash.
Correct Answer
False
Your Answer
True

True/False
Question
There is no preset spending limit based on the user's credit limit in a credit card.
Correct Answer
False
Your Answer
False

Multiple Choice Single Answer
Question
The cheap delivery system for Ecommerce purchases is
Correct Answer
Post
Your Answer
Electronic Delivery

Select The Blank
Question
The SSl protocol operates at ________layer
Correct Answer
Transport
Your Answer
Presentation

Select The Blank
Question
An ________ system is one that people can easily enhance without providing any earlier work on the system
Correct Answer
extensible
Your Answer
expanded

Select The Blank
Question
In ________ style sheets the style definitions are store in seprate file with extension CSS.
Correct Answer
External
Your Answer
Inline

True/False
Question
Customers must have an account with central online bank in most digital cash systems
Correct Answer
True
Your Answer
True

Select The Blank
Question
The Packet Filtering Router operates at the ________ layer.
Correct Answer
Network
Your Answer
Network

Database Management System - 4

LIST OF ATTEMPTED QUESTIONS AND ANSWERS



Multiple Choice Multiple Answer
Question
Security considerations apply to
Correct Answer
users and applications , data, database , dbms
Your Answer
data, database , dbms , users and applications

Select The Blank
Question
________is the process by which the user's access to physical data in the application is limited, based on his privileges.
Correct Answer
Access control
Your Answer
Access control

Multiple Choice Multiple Answer
Question
Advantages of Database Management System
Correct Answer
Reduced redundancy , Sharing of data , Security
Your Answer
Reduced redundancy , Sharing of data , Security , Work Space required for execution and storage is less

Multiple Choice Multiple Answer
Question
Which of the following is a database privilege
Correct Answer
The right to connect the database , The right to create table , The right to select rows from another user's table
Your Answer
The right to connect the database , The right to create table , System programming

True/False
Question
You cannot grant or revoke system privileges to users and roles.
Correct Answer
False
Your Answer
False

True/False
Question
Centralised Database Management cannot support multiple users.
Correct Answer
False
Your Answer
False

Match The Following
Question
Correct Answer
Your Answer
Menu driven interface
Stand alone user
Query language interface
Casual user
DBA
Programming language interface
Application user
Application user
Forms and command code
Parametric user
Storage Manager

Multiple Choice Multiple Answer
Question
Different syntaxes used for update command in SQL are as follows.
Correct Answer
update
set = , update
set = where
Your Answer
update
set = where

Multiple Choice Multiple Answer
Question
Some examples of select command are as following using emp_table
Correct Answer
select * from emp; , select empno,name from emp , select empno,name from emp where salary in(9000,10000);
Your Answer
select * from emp; , select empno,name from emp where salary in(9000,10000);

Multiple Choice Multiple Answer
Question
Strong entities are also called as
Correct Answer
dominant , Parent , owner
Your Answer
dominant , owner

Multiple Choice Multiple Answer
Question
Specify any three string functions used in SQL
Correct Answer
lower(char) , initcap(char) , upper(char)
Your Answer
lower(char) , upper(char) , stringlength(char)

Multiple Choice Single Answer
Question
What will you get when Data items are grouped together.
Correct Answer
Entity
Your Answer
Entity

Select The Blank
Question
A________ mechanism that can be used to provide authorization
Correct Answer
role
Your Answer
role

Multiple Choice Multiple Answer
Question
Which of the following is a database privilege
Correct Answer
The right to connect the database , The right to create table , The right to select rows from another user's table
Your Answer
The right to connect the database , The right to create table , The right to select rows from another user's table , System programming

Multiple Choice Single Answer
Question
In order to implement checkpoint the log is checked :
Correct Answer
Backwards
Your Answer
Backwards

Multiple Choice Single Answer
Question
( _ ) stands for
Correct Answer
any single character in character string
Your Answer
any single character in character string

True/False
Question
A role provides authorisation.
Correct Answer
True
Your Answer
True

Select The Blank
Question
Entities are represented in ________in E-R diagram
Correct Answer
Rectangular box
Your Answer
square box

True/False
Question
The SSL protocol developed by microsoft corporation, is an industry accepted standard for network transport layer security
Correct Answer
False
Your Answer
True

Multiple Choice Single Answer
Question
One method of protecting the privacy and integrity of a system is to place a firewall between internet and
Correct Answer
Public network
Your Answer
intranet

True/False
Question
SQL is low level language
Correct Answer
False
Your Answer
True

True/False
Question
To update city_name to bombay following command is used. UPDATE EMP_TABLE SET CITY='BOMBAY';
Correct Answer
True
Your Answer
True

Select The Blank
Question
________are binary computer representations of stored logical entities
Correct Answer
Data
Your Answer
Program

Multiple Choice Single Answer
Question
Degree of relationship indicates no of associated -
Correct Answer
Entities
Your Answer
Entities

Multiple Choice Single Answer
Question
To enter new field city in the table 'branch_master' following command is used
Correct Answer
alter table branch_master add(city varchar2(25))
Your Answer
alter table branch_master add(city varchar2(25))

Multiple Choice Single Answer
Question
The set of all relationships of the same type called as
Correct Answer
Relationship set
Your Answer
Relationship set

True/False
Question
In Database management system, protection includes against hardware and Software malfunctions and not against unauthorized access.
Correct Answer
False
Your Answer
False

Select The Blank
Question
UML additionaly provide set of ________that can be invoked to compute values on the basis of attributes of the object
Correct Answer
functions
Your Answer
functions

True/False
Question
A role provides authorisation.
Correct Answer
True
Your Answer
True

Multiple Choice Single Answer
Question
Data can be inserted by row in a table following command can be used.
Correct Answer
INSERT
Your Answer
INSERT

Select The Blank
Question
________is a process by which the user's privileges are ascertained
Correct Answer
Authorisation
Your Answer
Authentication

True/False
Question
Logical 'OR' operator returns true if both component conditions are true otherwise returns false
Correct Answer
False
Your Answer
False

Select The Blank
Question
The information collected in requirement analysis stage is ________for information modeling
Correct Answer
input
Your Answer
input

Multiple Choice Multiple Answer
Question
Attributes are classified as
Correct Answer
Simple , Composite , Multivalued
Your Answer
Simple , Composite , Multivalued

Multiple Choice Single Answer
Question
In three tier architecture, the layer which provides user interface and interacts with the user is :
Correct Answer
Presentation layer
Your Answer
Presentation layer

Match The Following
Question
Correct Answer
Your Answer
Authorisation
permission given to user
Provide authority
Previlege
Permission for accessing objects
Permission for accessing objects
Role
Provide authority
permission given to user
Integrity
hallmark of data security
hallmark of data security

Multiple Choice Single Answer
Question
Overheads can be reduced by is introducing :
Correct Answer
checkpoints
Your Answer
checkpoints

Multiple Choice Multiple Answer
Question
What are secured using authorisation and access control.
Correct Answer
The intranet , local clients , opearators
Your Answer
The intranet , the internet

Multiple Choice Single Answer
Question
Which type of attribute holds single value for single entity?
Correct Answer
single valued attribute
Your Answer
simple attribute

Select The Blank
Question
________regulates all user access to named objects through privileges
Correct Answer
Discretionary access control
Your Answer
System access control

Multiple Choice Multiple Answer
Question
Which of the following are object oriented features
Correct Answer
Inheritance , Abstraction
Your Answer
Inheritance , Polymerisation

Multiple Choice Multiple Answer
Question
Three levels of database service
Correct Answer
External level , Conceptual level , Physical level
Your Answer
External level , Conceptual level , Physical level

Select The Blank
Question
The most widely used conceptual model is________
Correct Answer
E-R model
Your Answer
E-R model

Select The Blank
Question
A________ mechanism that can be used to provide authorization
Correct Answer
role
Your Answer
role

Select The Blank
Question
A________is a situation,event or Personnel that will adversely affect the database security and the smooth functioning of organization
Correct Answer
Threat
Your Answer
Threat

True/False
Question
Using database redumdancy can be removed
Correct Answer
True
Your Answer
True

Multiple Choice Single Answer
Question
What is alternative name for functions
Correct Answer
methods
Your Answer
programs

Production and Operations Management - 6

Multiple Choice Multiple Answer
Question Why graphical method of recording is preferred over the descriptive method during method study?
Correct Answer It segregates effective part form ineffective parts , It reduces effort involved in writing , Critical examinations easier and more effective
Your Answer Critical examinations easier and more effective , It segregates effective part form ineffective parts , It reduces effort involved in writing

Multiple Choice Multiple Answer
Question Which are the subfactors of community facilities or social infrastructure?
Correct Answer Accomodation , Educational , Entertainment
Your Answer Accomodation , Educational , Entertainment

Select The Blank
Question The ________ is the probability that a bad lot will be accepted by the sampling plan.
Correct Answer Consumer's risk
Your Answer Consumer's risk

Multiple Choice Multiple Answer
Question Which of the following are examples of consumption of physical effort during recording for method study?
Correct Answer Bending , Positioning , Unloading
Your Answer Bending , Positioning , Unloading

Multiple Choice Single Answer
Question How to claculate the producer risk in the OC Curve?
Correct Answer Probability that a good lot will be rejected by the sampling
Your Answer Probability that a good lot will be rejected by the sampling

Select The Blank
Question The ________ are the definitions of the measurable as well as nonmeasurable characteristics of the product.
Correct Answer Specifications
Your Answer Specifications

Select The Blank
Question The ________ is the watch dog which ensures that every element of production and activities which could affect the quality of end product are regulated to the extent desirable.
Correct Answer Quality control
Your Answer Quality control

True/False
Question Expediting action is necessary if the delays and interruptions are abnormal and hence any subsequent delay is bound to extend the promised delivery date.
Correct Answer True
Your Answer True

Multiple Choice Single Answer
Question Process Engineer does not get sufficient time for designing tooling for most economic production run when
Correct Answer Delivery time is less
Your Answer Delivery time is less

Select The Blank
Question The ________ includes preventive maintenance activities whose needs are identified through inspection which requires stoppage of machines.
Correct Answer Shutdown Maintenance
Your Answer Shutdown Maintenance

True/False
Question Breakdown of machines, absenteeism of worker does not dislocate the manufacturing activity in process layout
Correct Answer True
Your Answer True

Select The Blank
Question The ________ is the maximum percentage defective that for the purpose of sampling inspection can be considered satisfactory as a process average.
Correct Answer Acceptable quality level
Your Answer Acceptable quality level

Multiple Choice Single Answer
Question What do you mean by lowest possible direct cost required to complete an activity within it's crashed time?
Correct Answer Crash cost
Your Answer Crash cost

Multiple Choice Multiple Answer
Question Which are the first three steps of Critical Path Analysis technique?
Correct Answer Activity relationships , Activity identification , Network construction
Your Answer Activity relationships , Activity identification , Network construction

True/False
Question Dust gets mixed with lubricants, forms an abrasive substance and causes pre-mature failure of machinery.
Correct Answer True
Your Answer True

Multiple Choice Multiple Answer
Question Which of the following can be subtypes of corrective maintenance?
Correct Answer Shutdown Maintenance , Design-out Maintenance , Design-in Maintenance
Your Answer Shutdown Maintenance , Design-out Maintenance , Design-in Maintenance

Select The Blank
Question The ________ is the maintenance work initiated on a result of knowledge of the condition of an item from routine or continuous checking.
Correct Answer Condition monitoring
Your Answer Condition monitoring

Multiple Choice Single Answer
Question The process of changing inputs into outputs thereby adding some value to entity can be defined as
Correct Answer Operation
Your Answer Production

Match The Following
Question Correct Answer Your Answer

Toung Sweet Sweet

Eye Crack Crack

Nose Burnout Burnout

Ear Impact Impact


Select The Blank
Question The ________ is a set of tools and techniques by which products are made to comply with the specifications at minimum cost to the firm.
Correct Answer Quality control system
Your Answer Quality control system

Multiple Choice Single Answer
Question What is the meaning of " Product features" according to J.M.Juran?
Correct Answer Quality of design
Your Answer Quality of design

Multiple Choice Multiple Answer
Question Which of the following method can be used to record the facts during the method study?
Correct Answer Micromotion study , Cyclegraph , Chronocyclegraph
Your Answer Micromotion study , Photograph , Cyclegraph , Chronocyclegraph

True/False
Question All activities must not be tied up into the network
Correct Answer False
Your Answer False

Multiple Choice Multiple Answer
Question Which of the following are types of sampling plan?
Correct Answer Single sampling plan , Double sampling plan , Multiple sampling plan
Your Answer Single sampling plan , Double sampling plan , Multiple sampling plan

Multiple Choice Multiple Answer
Question How many of the following are types of specification?
Correct Answer Material specifications , Dimensional specifications , Performance specifications
Your Answer Material specifications , Dimensional specifications , Performance specifications

Multiple Choice Multiple Answer
Question Plant layout facilitates processing of products in most effective manner through the following
Correct Answer Shortest possible distance , Shortest processing time , Minimum movement
Your Answer Shortest possible distance , Minimum movement

Select The Blank
Question Work study is also called ________ study
Correct Answer Time and Motion
Your Answer Time and Motion

True/False
Question Operation Process Chart provides information on time and distances
Correct Answer False
Your Answer False

Multiple Choice Multiple Answer
Question Plant Layout is concerned with optimum arrangement of the following
Correct Answer Storage space , Machines , Material Handling Equipment
Your Answer Storage space , Machines , Sequence of operation

Multiple Choice Single Answer
Question Management often fails to realize the importance of efficient layout due to following reason
Correct Answer losses resulting from poor layout are not directly shown in the financial statements
Your Answer losses resulting from poor layout are not directly shown in the financial statements

True/False
Question Inspection order is must even for simple jobs which can be inspected by shop inspector with the tooling available on shop.
Correct Answer False
Your Answer True

True/False
Question Feasibility of time schedule requires that an activity be scheduled before any of it's predecessors are scheduled.
Correct Answer False
Your Answer True

Multiple Choice Single Answer
Question Any premise in which persons are employed for purpose of making any product/s is called
Correct Answer Factory
Your Answer Factory

True/False
Question Planned lubrication is said to be the nervous system of the equipment.
Correct Answer True
Your Answer True

Multiple Choice Single Answer
Question What is the basic philosophy of statistical process control?
Correct Answer Prevention is better than cure
Your Answer Prevention is better than cure

Multiple Choice Single Answer
Question How does the control chart of statistical quality control helps the operating personnel?
Correct Answer Identify the presence of an assignable cause before it develops
Your Answer Identify the presence of an assignable cause before it develops

Multiple Choice Single Answer
Question Where does the central line is located in case of p-chart?
Correct Answer at p bar
Your Answer at p bar

Multiple Choice Multiple Answer
Question Which of the following may be the objectives of project crashing?
Correct Answer To complete the project in the least possible time , To reduce project cost below it's normal cost , To achieve uniformity in requirement of resources
Your Answer To complete the project in the least possible time , To reduce project cost below it's normal cost , To achieve uniformity in requirement of resources

Select The Blank
Question The ________ advocates maintenance procedures whereby the condition of the plant is constantly watched through systematic inspection to unearth unhealthy conditions and preventive
Correct Answer Preventive Maintenance
Your Answer Preventive Maintenance

True/False
Question A network should be progression of activities always moving forward.
Correct Answer True
Your Answer True

Multiple Choice Single Answer
Question Which is the ideal place to write a description of an activity in a network?
Correct Answer Above the arrow
Your Answer Above the arrow

Select The Blank
Question In case of an OC curve, the risk of rejecting a good quality lot may vary between ________.
Correct Answer 0.01 to 10%
Your Answer 0.01 to 10%

True/False
Question For p-chart, the central line of fraction defectives is determined by average percentage defectives.
Correct Answer True
Your Answer True

Multiple Choice Single Answer
Question Which phase of method study is concerned with analyzing the facts critically, generating alternatives which form the basis for selection and development of improved methods?
Correct Answer Critical examination
Your Answer Critical examination

Multiple Choice Single Answer
Question Which of the following policies is advisable in case of low product variety and large volumes?
Correct Answer Low Skilled Labour & Special Purpose Machines
Your Answer Low Skilled Labour & Special Purpose Machines

Multiple Choice Single Answer
Question Which kind of inspection is followed in case of product layout?
Correct Answer Pilot inspection
Your Answer Pilot inspection

Match The Following
Question Correct Answer Your Answer

Emerson Efficiency Plan Wage Payment Wage Payment

Craft Facilities Planning Facilities Planning

Work Sampling Machine utilization Sampling Inspection

Gantt Chart Production Scheduling Production Scheduling

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