Unit-1

1

Nature and Significance of Management

1. Tick the right option.

2. Fill in the blanks with appropriate answer.

(i) Element of co-ordination is ............................................ .

(a) Team work (b) Integration

(c) Proper placement (d) Unity in diversity.

(ii) In which level of management do the managers oversee the activities of

workers ?

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(a) Top level management (b) Middle level management

(c) Supervisory Management (d) All of the above.

(iii) The process by which a manager synchronize the activities of different

departments is known as ..............................................................................

(a) co-ordination (b) co-operation

(c) organising (d) supervision.

(iv) Managers at the top level spend their time more in ..............................................

(a) Planning (b) organising

(c) staffing (d) directing

(i) Management consists of an on-going series of functions and it is the process of

getting work done. ......................................................................................

(ii) Providing ..................................... environment to employees is one of the main

objective of the management.

(iii) Science is a systematised body of knowledge establising relationship between

.............................................

(iv) The application of knowledge towards the achievement of ................................

is an art.

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3. 'A business needs to add to its prospects in long run'. Idetify the

organisational objectives highlighted by this statement.

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4. Name the level of management involved in :

(a) Policy formation

(b) overseeing the activities of the workers

(c) co-ordination with other department.

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5. Write any three features of an art which are currently present in management.

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6. Name the level of managers who analyse the business environment and its

implications for the survival of the firm.

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7. To meet the objectives of the firm. the management of B ltd. offers

employment to physically challenged persons. Identify the organisational

management objectives, it is trying to achieve.

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8. State any three function of lower level management/supervisonery

management.

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9. 'Management is mutli-dimensional activity'. Its multi-dimensions are :

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10. 'Management is a profession like accounting, medicine and low'. Do you

agree with this statement ? Give any three reasons in support of your answer.

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11. 'Management is skillful and personal application of existing knowledge to

achieve desired results'. Do you agree ? Give reasons in support of your

answer.

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12. 'Management is regarded as a perfect science'. Do you agree ? Give reason in

support of your answer.

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13. 'Co-ordinaiton is the orderly arrangement of group effects to provide unity of

action in the pursuit of common purpose'. In the light of this statement. State

the nature of co-ordination.

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14. A company's production and profits are optimum. Its expansion is also

commendable. It looks after growth of its employees and providers job

satisfaction. State which category of management objectives has been left out.

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15. "An enterprise can be successful if it achieves its goals effectively and

efficiently". Give the reasons in support of your answer.

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Unit-1 Answer

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1. (i) Integration

(ii) supervisory management

(iii) co-ordination

(iv) planning

2. (i) effectively & efficiently

(ii) healthy word

(iii) cause and effect

(iv) desired objectives

6

Unit-2

Principles of Management

1. Tick the right option.

(a) Who has given the principles of scientific management :

(i) F. W. Taylor (ii) Henri Fayol

(iii) Koontz and O'Donnel (iv) Kotler

(b) One best way to perform a task is described by which of the following

technique of scientific management :

(i) Time study (ii) Motion study

(iii) Fatigue study (iv) Method study

(c) Which of the following is not correct with regard to principles of

management:

(i) Universal (ii) Flexible

(iii) Static (iv) Behavioural

(d) Techniques of scientific management includes :

(i) Motion study (ii) Method study

(iii) Time study (iv) All of them.

2. Fill in the blanks with appropriate answer :

(a) .......................... implies that every employee should be assigned only one

type of work so as to bring about specialisation in every activity.

(b) If all the authority in an organisation is concentrated at top level them it

will lead to violation of ........................ principle.

(c) .................................... principle of management promoted team spirit.

(d) Management principles are ............................ as they can be applied to all

types of activities.

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3. State any four features of principles of management.

(i) .................................................

(ii) ................................................

(iii) ...............................................

(iv) ...............................................

4. Explain how principles of management provide useful insights to managers

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5. List the principles of scientific management

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6. Explain functional foremanship techniques of scientific management.

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7. "Taylor principles of scientific management and fayol's principles of

management are mutually complementary to each other". Do you agree ?

Why ?

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8. List any four values which are inculcated by the principles of management in

people.

(i) .................................................................................................................................

(ii) ................................................................................................................................

(iii) ..............................................................................................................................

(iv) ..............................................................................................................................

9. Ram and Ravi both are employed at XYZ ltd at same position, performing

similar task but they are paid salaries at different rates. Which principle of

management is violated by XYZ Ltd. ? What may be its ill effects ?

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10. Explain the following principles of Management.

(i) Order

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(ii) Unity of Direction

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(iii) Espirit De Corps.

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11. Gang Plank is a shortcut to scalar chain without violating it. Explain.

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12. Make three difference between unity of command and unity of direction.

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Unit-2 Answer

1. (a) (i) F. W. Taylor

(b) (iv) Method study

(c) (iii) Static

(d) (iv) All of them

2. (a) Division of work

(b) Balance between centralisation & decentralisation

(c) Esprit de Corps

(d) Universal / Pervasive.

10

Unit-3

Business Environment

1. Tick the right answer regarding the environments referred to in the below

given situations :

2. Fill in the blanks with appropriate answers :

(a) Increase in demand of cards, sweets during Diwali season in India.

(i) Economic environment (ii) Social Environment

(iii) Political environment (iv) Legal environment

(b) Accessing bio-datas and searching for prospective employees through their

Linked-In profile on the internet

(i) Economic environment (ii) Social environment

(iii) Technological environment (iv) Legal environment

(c) Increase in inflation rates leading to increase in cost of business such as

increase in raw material etc.

(i) Economic Environment (ii) Political Environment

(iii) Legal Environment (iv) Social Environment

(d) The advertisement of alcoholic beverages is prohibited :

(i) Economic Environment (ii) Political Environment

(iii) Social Environment (iv) Legal Environment

(a) ............................... means the sum total of all individuals, institutions &

other forces that are outside the control of business enterprise but that may

affect its performance.

(b) .................................... assisted in abolishing licensing requirements in most

industries.

(c) ...................................... refers to bringing in new set of reforms aimed at

giving greater role to the private sector in the nation building process.

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(d) .................................... means the integration of various economics of the

world leading towards emergence of a cohesive global economy.

3. Name the specific forces which are part of business environment.

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4. What are the general forces involved in business environment ?

(i) ................................................................................................................................

(ii) ................................................................................................................................

(iii) ..............................................................................................................................

5. Clarify 'warning signal' as an importance of business environment.

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6. Demand of sarees may be high in India, where as it is almost nil in France.

"Which feature of business environment is highlighted by this statement ?

Explain

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7. How can one get first mover advantage by being aware of business

environment ?

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8. Specify any three main features of New Industrial Policy, 1991 ?

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9. How has government policy changes impacted business and Industry ? Write

any three points.

(I)................................................................................................................................

(II)................................................................................................................................

(III)...............................................................................................................................

10. Future Pvt. Ltd., a book publishing co., is the first to improvise its all

publications as per new syllabus and introduces projects works as per the

new CBSE syllabus. It is resulting in huge revenues generation for the

company. Which importance of understanding Business environment has

resulted in profitability for the co. ?

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11. The projects of Nano car by Tatas has re-established in Gujrat. Which aspects

business environment affected this decision ?

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12. A statutory warning 'Cigarette smoking is injurious to health' refers to which

element of business environment. What values are represented here ?

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Unit-3 Answer

1. (a) Social Environment

(b) Technology environment

(c)

(d) Legal environment

2. (a) Business environment

(b) Liberalisation

(c) Privalisation

(d) Globalisation

Economic environment

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Unit-4

Planning

1. Tick the right option :

(i) Dreams can be turned into relaity if business thinks in advance what to do and

how to do. Identify the function of management.

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(a) Planning (b) Organising

(c) Directing (d) Controlling

(ii) Which of the following is a feature of planning ?

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(a) Pervasive (b) Primary function

(c) Continuous (d) All of these.

(iii) What is the last step involved in the process of planning ?

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(a) selecting an alternative (b) Implementing the plan

(c) follow up action (d) setting objectives

(iv) Name the type of plan which represents the end point of planning.

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(a) objective (b) strategies

(c) Procedures (d) Rules.

2. Fill in the blanks with appropriate answer.

(i) A procedure is a series of related tasks that make up the ................................

and the established way of performing the work to be accomplished.

(ii) ............................ are routing steps on how to carry out activities.

(iii) In the changing business environment and to face the competition in the

market, to meet ....................... are known as strategres.

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(iv) The act of thinking and determining a course of action, spelt out in detail is

called .........................................

3. Arrange the following steps in the correct order.

(i) Selecting the best alternative course.

(ii) Identify the alternative course of action.

(iii) Evaluating the alternative course.

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4. Identify the type of plan in the following cases.

(i) No smoking

(ii) No credit sales

(iii) Increase the sales by 10%

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5. Strategy is a comprehensive plan which includes three dimensions.

Enumerate them.

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6. "Controlling is not possible without planning". Identify the importance of

planning highlighted by this statement.

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7. "Planning involves working out details for the future, it does not ensure

success". State any three limitations of planning in reference of this statement.

(I) ...............................................................................................................................

(II) ..............................................................................................................................

(III) ............................................................................................................................

8. Differentiate between policy and procedures as the type of plans on any three

basis.

(I) ...............................................................................................................................

(II) ..............................................................................................................................

(III) ............................................................................................................................

9. "Planning is necessary for effective management." Identify the features of

planning highlighted in said statement.

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10. State any three importance of planning for both large and small scale

enterprises.

(I) ...............................................................................................................................

(II) ..............................................................................................................................

(III) .............................................................................................................................

11. Name the type of plan.

(i) 'Alcohol is not permitted with in the factory premises.'

(ii) Company follows the practice of hiring employees who are the above 18

years of age.

(iii) A company needs a detailed plan for its new project-construction of a

shopping mall.

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12. "Planning helps the management to anticipate the future and prepare for the

risks by making necessary provisions." State merit of planning indicated in

the above statement.

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13. "No enterprise can achieve its objectives without systematic planning." Give

any three reasons.

(I) ..............................................................................................................................

(II) ..............................................................................................................................

(III) ...........................................................................................................................

14. Some youngsters visit to a restaurant, where they found a signboard

indicating "No smoking zone". Suggest the values which will help the youth

to become responsible citizen of the nation.

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15. An electronic company is facing a problem of declining market share due to

increased competition from other now & existing players in the market. Its

competitors are introducing lower price models for mass consumers who are

price sensitive. For quality concious consumers, company is introducing new

mode with added feature & new technological advancement.

(i) Name the type of plan the company is preparing.

(ii) Identify the steps involved in such plans.

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Unit-4 Answer

1. (i) planning

(ii) primary function

(iii)

(iv) objectives

2. (i) chronological sequence

(b) procedures

(c) challenges

(d) planning.

follow up action

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Unit-5

Organising

1. Tick the right option :

(I) which function of management is concerned with establishing relationship

for the purpose of enabling people to work most effective together in

accomplishing objectives ?

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(a) Planning (b) Organising

(c) Staffing (d) Directing.

(ii) In which type of organisational structure do the functions become the basis of

departmentalisation ?

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(a) functional structure

(b) divisional structure

(c) autonomous organisational structure

(d) delegated organisational structure

(iii) For delegation to be effective, it is essential that responsibility be

accompanied with necessity .

(a) Authority (b) Manpower

(c) Incentives (d) Promotions

(iv) Name the organisational structure which is developed keeping in mind the

distinct products being produced by an enterprises.

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(a) Decentralised organisation structure

(b) Divisional organisation structure

(c) Functional organisation structure

(d) centralized organisation structure

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2. Fill in the blanks with appropriate answer.

(i) .................................... is the process of defining and grouping the activities

of the enterprise and establising authority relationship among them.

(ii) It is developed by grouping the activities and personal on the basis of

different products manufacturer is called ..........................................

(iii) communication may not be authentic. sometimes rumours are floated in

................................................ . It spreads like a grape-vine.

(iv) Grouping of activities on the basis of functions is a part of .......................

organisation structure.

3. Bharat Ltd. is manufacturing computer, soaps and textiles. Which type of

organisational structure would suit the requirements of such organisation ?

State any two advantages of this organisation structure.

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4. "Can an overpurdened manager take help from his subordinates ?" Give three

important elements which he should keep in mind while taking such help.

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5. It is system of well defined jobs, each with definite measure of authority,

responsibility and accountability. Identify the systems and write any two

merit of such system.

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6. In an organissation top level management has not distributed work among

the subordinates according to their abilities and skills but has been

distributed on the basis of caste and religion. Which values are neglected

here?

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7. Distinguish between 'formal' and 'informal' organisation on any thre points.

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8. State any three limitations of functional structure of an organisation.

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9. Enumerate the steps involved in the process or organising.

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10. In a fashion designing unit, following me the main functions. (a)

manufacturing (b) finance (c) marketing (d) personnel management. Identify

the structure of the organsiation and two advantages of the organisational

structure.

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11. Distinguish between 'divisional' and 'functional' structure in an organisation

on the basis of :

(a) suitability (b) cost (c) size

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12. The employee of Hans Ltd. a software company have formed a dramtic group

for their recreation. Name the type of organisation so formed and state its two

features.

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13. State any three limitations of divisional structure of an organisation.

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14. State any three demerits of Formal organisation.

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15. Sushma Ltd. is engaged in the production of marble products. The members

of the organisation have very friendly relations among them. Which type of

organisation exists in Sushma Ltd. ? Identify any two limitations of

developing such an organisation.

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Unit-5 Answer

1. (i) organising

(ii) functional structure

(iii)

(iv) divisional organisation structure

2. (i) organisation

(b) divisional organisation

(c) informal organisation

(d) functional.

authority

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Unit-6

Staffing

1. Tick the right option :

2. Fill in the blanks with appropriate answers :

(a) Which is the management process that refers to "putting people to jobs"?

(i) Directing (ii) Staffing

(iii) Controlling (iv) Organising

(b) Which of the following is not the feature of staffing ?

(i) deals with human beings

(ii) a sperate managerial function

(iii) improves job satisfactions moral of employess

(iv) main aim is social responsibility

(c) Process of finding possible candidates for a job is called :

(i) selection (ii) recruitment

(iii) Training (iv) None of these.

(d) Which of these is not an external source of recruitment ?

(i) Promotion (ii) Direct recruitment

(iii) advertisement (iv) Casual callers

(a) .................................... is the process of choosing from among the pool of

prospective job candidates.

(b) Introducing the selected employee to other employees & familiarising

him/here with rules & policies of the organisation is called...............................

(c) ..................................... refers to the employees occupying the position or post

for which the person has been selected.

(d) ............................. and ...................... are internal sources of recruitment.

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3. 'Our assets walk out of the door every evening. We have to make sure that

they come back the next morning'. What is being referred to here ?

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4. Write the evolution of human resources management stages :

5. A company emphasis on internal source of recruitment. What according to

your are the merits associated with it ? Write nay three

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6. Even though internal sources are cost effective still companies go for external

sources of recruitment. Why ? Write any three points to support this

statement.

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7. There are certain limitation of internal sources of recruitment because of

which external sources are used. What are they ? Mention any three.

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8. ABC Ltd., a BPO wishes to hire staff for customer care handling. Identifying

the following methods of recruitment.

(i) Going to various universities in metropolitan cities for selecting required

candidates

(ii) Considering applicants introduced by present employees for eg their

friends & relatives.

(iii) Having a tie up with calibre consultants for searching of appropriate

personnel for the company.

(iv) using www.naukri.com to search for prospective employees.

9. There are certain limitation to external sources of recruitment. Mention any

three :

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10. XYZ Ltd. Co, presides facilities for growth & development to its employees on

regular basis. It financially assists its employees if they want to pursue further

studies. What values of the company are indicated here ?

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11. Explain employment exchange & advertising as external sources of

recruitment.

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Unit-6

Staffing1. Tick the right option :

2. Fill in the blanks with appropriate answer :

(a) The process of learning new skills & application of knowledge is called :

(i) Development (ii) Education

(iii) Training (iv) None of these.

(b) Which of the given methods is not 'on the job method' ?

(i) Apprenticeship program (ii) Internship training

(iii) Job Rotation (iv) Programmed Instruction

(c) Which of the given test is not meant for selection of employees ?

(i) Intelligence test (ii) Trade test

(iii) Qualification test (iv) Interest test

(d) Which test provides clues to a person's emotion his/her reactions, maturity &

value system etc.

(i) Aptitude test (ii) Personality test

(iii) Interest test (iv) None of these.

(a) .............................. helps the manager eliminate unqualified or unfit job seeker

based on the information supplied in the application forms.

(b) After the selection decision and before the job offer is made, the candidate is

required to undergo a .................................................

(c) ......................................... is the process of increasing the knowledge &

understanding of employees.

(d) ....................................... refer to learning opportunities designed to help

employees grow not only in the job but also enhance their personality.

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3. What kind of training would you recommend for plumbers, electricians or

iron workers & why ?

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4. Why is recruitment called a positive process while selection as a negative

process ?

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5. Identify the method of training in the following cases :

(a) It is classically used when the trainee is being groomed to replace the

senior manager & relieve him from some of his duties .........................................

(b) It is joint programme of training in which educational institutions &

business firms cooperate selected candidates work in office along with

regular studies for a prescribed period of time ...................................................

(c) It simulates the work environment by programming a computer to initiate

some of the realities of the job. ................................................

(d) Employees learn their jobs on the equipment they will be using but the

training is conducted away from the actual work floor. ......................................

(e) Cases are taken from actual experiences of organisation representing

attempts to describe as accurately as possible real problems faced by

managers. ...................................................................

6. Define 'selection'.

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7. LMN Ltd. is conducting the following texts to select the most suitable

candidates art of the various applicants. Identify the selection test referred to

in following cases :

(a) It measures the existing skills of the individual.

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(b) It is done to analyse the pattern of interests or involvement of a person

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(c) The test measures the ability of an applicant to learn new skills.

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8. Mention the steps involved in selection process.

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9. What are the advantages of training & development to an organisation ?

Mention any three.

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10. What is the benefit of training & development for an employee ? Write any

three.

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11. What values of an candidate should be analysed & observed in-the seleciton

process so that the organisation can work orward towards the objective of

growth ?

(i) ........................................ (ii) ......................................(iii)......................................

Unit-6 Answer

1. (a) staffing

(b) main aim is social

responsibility

(c)

(d) promotion

2. (a) selection

(b) orientation

(c) placement

(d) transfer and promotion

recruitment

Worksheet-1

1. (a) training

(b) programmed instruction

(c)

(d) personality test

2. (a) preliminary screening

(b) medical examination

(c) education

(d) development

qualification test

Worksheet-2

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Unit-7

Directing

1. Tick the right option :

2. Fill in the blanks with appropriate answer :

(a) The elements of directing does not include :

(i) communication (ii) delegations of authority

(iii) motivation (iv) supervision

(b) The need hierarchy theory of motivation was given by :

(i) peter F. Drucker (ii) Abraham H. Maslow

(iii) George Terry (iv) F. Herzberg

(c) Which of the following is not a financial incentive ?

(i) Profit sharing (ii) Bonus

(iii) Job security (iv) salary/wages

(d) Which of the following is not a function of a supervisor :

(i) Link between workers & management

(ii) Facilitates control

(iii) Maintain discipline

(iv) Give direction to manager regarding workers.

(a) .............................. function of management includes instructing, guiding,

counseling, motivating and leading people in the organisation.

(b) Supervisor acts as a ....................... between workers and management.

(c) ......................................... sets is motion the action of people and ensures

achievement of organisational goals.

(d) ........................................, motivation, leadership and communication are the

elements of directing.

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3. List four importance of directing.

(i) ................................................................................................................................

(ii) ...............................................................................................................................

(iii) ..............................................................................................................................

(iv) ..............................................................................................................................

4. Enumerate any four functions of a supervisor.

(i) ................................................................................................................................

(ii)...............................................................................................................................

(iii) ..............................................................................................................................

(iv) ..............................................................................................................................

5. How does motivation improve the efficiency of workers in an organisation ?

Give four points.

(i) ................................................................................................................................

(ii)...............................................................................................................................

(iii) ..............................................................................................................................

(iv) .............................................................................................................................

6. List three financial and three non financial incentives.

Financial incentives Non financial incentives

(i) ................................................. (i) ..........................................................

(ii) ................................................ (ii) .........................................................

(iii) ............................................... (iii) ........................................................

7. List the five needs as per the need hierarchy theory of motivation given by

Abraham H Maslow.

(i) .................................................................................................................................

(ii)................................................................................................................................

(iii) ..............................................................................................................................

(iv) ...............................................................................................................................

(v) ................................................................................................................................

33

8. Top officials of ABC Ltd try to motivate their employees by means of financial

and non-financial incentives. Which values are highlighted here ?

(i) ................................................................................................................................

(ii)...............................................................................................................................

(iii) ..............................................................................................................................

(iv) ..............................................................................................................................

9. List the various elements of directing.

(i) ................................................................................................................................

(ii)...............................................................................................................................

(iii) ..............................................................................................................................

(iv) ..............................................................................................................................

10. Directing initiates action and facilitates change." Explain.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

34

Unit-7

Directing

1. Tick the right option :

2. Fill in the blanks :

(a) The process of converting the message in to communication symbols is

known as :

(i) Media (ii) Encoding

(iii) Decoding (iv) Feedback

(b) Which of the following is not an example of semantic barriers.

(i) Technical Jargon (ii) Badly expressed message

(iii) Distrust (iv) Faulty translations.

(c) Which process/activity influence people to strive willingly towards the

achievement of group goals.

(i) Motivation (ii) Communication

(iii) Leadership (iv) Selection

(d) The communication which takes place without following the formal lines of

communication and which is not recognised officially is :

(i) Formal communication (ii) Informal communication

(iii) Vertical communication (iv) Horizontal communication

(a) ..................................... communication involves flow of information from

higher level to lower level.

(b) An effective communication system ensures smooth flow of .............................

in the organisation.

(c) Flow of communication between persons holding position at the same level of

the organisation is known as ................................. communication.

(d) ............................... is the response of the receiver to the message.

WORKSHEET-2

35

3. List four qualities of a good leader.

(i) ................................................................................................................................

(ii)...............................................................................................................................

(iii) ..............................................................................................................................

(iv) .............................................................................................................................

4. List the different styles of leadership.

(i) ................................................................................................................................

(ii)...............................................................................................................................

(iii) ..............................................................................................................................

5. State any four semantic barriers to effective communication.

(i) ................................................................................................................................

(ii)...............................................................................................................................

(iii) ..............................................................................................................................

(iv) .............................................................................................................................

6. Give four measures which should be taken to improve communication

effectiveness.

(i) ................................................................................................................................

(ii)...............................................................................................................................

(iii) ..............................................................................................................................

(iv) .............................................................................................................................

7. State four advantages of informal communication

(i) ................................................................................................................................

(ii)...............................................................................................................................

(iii) ..............................................................................................................................

(iv) .............................................................................................................................

8. Sahil, the manager of XYZ Ltd generally try to skip communication with the

people of supervisory level. State the organisational barrier which may be

responsible for it. What values Sahil is lacking, (State any three)

36

(i) ................................................................................................................................

(ii)...............................................................................................................................

(iii) ..............................................................................................................................

9. State any four advantages of the democratic leadership.

(i) ................................................................................................................................

(ii)...............................................................................................................................

(iii) ..............................................................................................................................

(iv) .............................................................................................................................

10. "Lack of attention" relates to which type of communication barrier ? State any

other three of its types.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

Unit-7 Answer

1. (a) (ii) Delegation of authority

(b) (ii) Abraham H. Maslow

(c)

(d) (iv) Give direction to

managers regarding workers.

2. (a) Directing

(b) Link

(c) Motivation

(d) Supervision

(iii) Job security

Worksheet-1

1. (a) (ii) Encoding

(b) (iii) Distrust

(c)

(d) (ii) Informal Communication

2. (a) Downward

(b) Information

(c) Horizontal

(d) Feedback

(iii) Leadership

Worksheet-2

37

Unit-8

Controlling

1. Tick the right option :

2. Fill in the blanks with appropriate answer (s) :

(a) Controlling process is :

(i) Forward looking (ii) backward looking

(iii) looking nowhere (iv) forward as well as backward looking

(b) Which of the following is not a feature of controlling :

(i) continuous process

(ii) action oriented

(iii) reflects the pattern of human relationships

(iv) looking back

(c) Controlling leads to :

(i) attainment of organisational goals

(ii) decision making

(iii) order and discipline

(iv) all of the above.

(d) Controlling is blind without :

(i) Planning (ii) Directing

(iii) Organising (iv) Staffing

(a) In controlling the actual performance is compared with standard

performance to find ....................... and to take .................................

(b) Planning and controlling are ................................. and ........................ activities.

(c) Controlling helps in judging the accuracy of .......................................

(d) Controlling helps in achievement of organisational ...........................

WORKSHEET-1

38

3. Define controlling.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

4. How does controlling help in efficient utilisation of resources ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

5. "Controlling ensure work accomplishment according to plans". Explain.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

6. "If we try to control everything, we may end up controlling nothing. "Explain"

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

7. State the steps involved in the controlling process.

(i) .................................................................................................................................

(ii)................................................................................................................................

(iii) ..............................................................................................................................

(iv) ...............................................................................................................................

(v) ................................................................................................................................

8. "Planning is looking ahead and controlling is looking back." Comment.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

39

9. What values are inculcated by the controlling function of management.?

(i) .................................................................................................................................

(ii)................................................................................................................................

(iii) ..............................................................................................................................

(iv) ...............................................................................................................................

10. Sachin Ltd produce machine components. As per its policy at the most 1% of

the daily production could be defective but over the past couple of months it

has been observed that 5% of the production is defective.

Identify the management function required to correct the above situation.

What may be reasons which leads to such a large deviation from the pre-

determined standards.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

Unit-8 Answer

1. (a) (iv) Forward as well as backward looking.

(b) (iii) Reflects the pattern of human relationships.

(c) (iv) all of the above

(d) (i) Planning

2. (a) (i) Deviation (ii) Corrective action

(b) (i) Interrelated (ii) Interdependent

(c) Standards

(d) Goals.

40

Unit-9

Financial Management

1. Tick the right option :

2. Fill in the blanks with appropriate answer :

(a) Other things remaining the same, an increase in tax rate on corporate profits

will :

(i) make debt relatively cheaper

(ii) make debt relatively dearer

(iii) have no impact on the cost of debt

(iv) none of above.

(b) Companies with higher growth potential are likely to :

(i) pay lower dividends

(ii) pay higher dividends

(iii) dividends are not affected by growth consideration

(iv) none of above.

(c) A fixed asset should be financed through :

(i) a long term liability

(ii) a short term liability

(iii) a mix of long and short term liability

(iv)

(d) Which is not a source of fixed capital :

(i) issue of shares (ii) issue of debentures

(iii) loan from IBRD (iv) Bank overdraft

(a) Gross working capital is also known as ..............................................

(b) Cost of raising funds is a factor which may influence .............................

(c) Modern approach of financial management involves .................... of funds.

(d) Finance resource management is concerned with ...........................

WORKSHEET-1

41

3. What are two types of sources of Finance :

(i) ................................................ (ii) ...........................................................

(iii) ............................................. (iv) ..........................................................

4. Identify the decision taken in Financial management which affects the

liquidity as well as profitability of business.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

5. It is essentially preparation of a blue print of an organisation's future

operations related to finance. Identify it.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

6. How is Financial leverage computed ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

7. Which is the most important criteria to select a project by taking investment

decision.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

8. How does the choice of technique and technology up-gradation affect captial

budgeting decisions ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

42

9. Suggest in the following cases whether a manufacturing concern would

require large working capital or less working capital.

(a) Sugar ..............................................

(b) Motor car .......................................

(c) Cooler ............................................

(d) Bread .............................................

10. Give any one merit of issuing debentures over equity shares.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

11. EPS =

12. State why the working capital needs for service Industry are different from

that of manufacturing industry.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

13. "Fixed capital decisions involves more risk" How ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

14. What is the role of 'Leasing' in determining the requirement of fixed capital.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

43

15. What is the relationship between inflation and working capital requirement ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

16. A company wants to show higher profits and for this depreciation was

charged at lower rates and goodwill. Patent and other intangible assets were

shown at higher value :

Write the values which are affected here :

(i) ................................................................................................................................

(ii) ..............................................................................................................................

17. What determines the overall Financial risk.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

18. What is Interest coverage ratio.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

19. The following picture demonstrates the primary objective of Financial

Management. Name and briefly explain it.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

Increase inShare Prices

RegularDividends

Share Holders

44

20. Differentiate between fixed and working capital on basis of :

Basis Fixed Capital Working Capital

Purpose

Main Source

Time Period

45

Unit-9

Financial Management

1. Tick the right option :

2. Fill in the blanks with correct answer :

(a) A decision to acquire a new and modern plant to upgrade an old one is a :

(i) Financing Decision (ii) Working Capital Decision

(iii) Investment Decision (iv) Dividend Decision

(b) Higher debt-equity ration results in :

(i) lower financial risk (ii) higher degree of operating risk

(iii) higher degree of financial risk (iv) higher EPS

(c) Using a loan component in the capital structure so as to maximize the wealth

of shareholders refers to :

(i) Trading on Equity (ii) Financial Planning

(iii) Capital Budgeting

(d) Financial leverage is called favourable if :

(i) ROI is lower than cost of debt (ii) ROI is higher than cost of debt

(iii) Debt is nearly available

(i) ................................... is cheapest source of finance.

(ii) ............................... is prime consideration in dividend decision.

(iii) ........................... and .......................... are two main criteria for financing

decision.

(iv) higher working capital results in ................................,

3. Big Bazaar plant to open a new branch in the festive season. Identify the type

of decision indicated in the given statement.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

WORKSHEET-2

46

4. There is a boom in the demand for i-pads. How does if affect the requirment of

working capital for companies manufacturing i-pads.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

5. What is Floatation cost.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

6. What is the main objectives of Financial Planning.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

7. How is Management's control over the business diluted ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

8. How is market value of Equity shares maximized ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

9. State the meaning of Financial risk.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

47

10. How does stock market condition affect capital structure.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

11. Which type of securities should be issued to improve the debt equity ratio ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

12. "Cost of debt" is lower than cost of "Equity share captial". Give reason why

even then a company cannot work only with a debt.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

13. From the point of view of 'control' which source of finance should be avoided.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

14. How the wealth of shareholder can be computed.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

15. EBIT-EPS analysis helps in

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

48

16. "Tax benefit is available only in case of payment of interest and not on the

payment of preference dividend". Why ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

17. How scale of operations affect the requirement of fixed capital ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

18. Name any two essential ingredients of sound working capital management.

(i) ..................................................... (ii) .............................................................

19. In a company profits are heavy and in future less scope of expansion exists.

Company has decided to pay a very less dividends. Here, which value and

whose interest have been affected.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

20. Which cycle of a manufacturing concern is show in diagramm ? Also tell its

relation with working capital.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

Cash

Debtros

Sales

Finished goods

Raw material

49

Unit-10

Financial Markets

1. Tick the right option :

2. Fill in the blanks with correct answer :

(a) Primary and secondary markets :

(i) complete with each other (ii) complement each other

(iii) control each other (iv) function independently

(b) Total no. of stock exchanges in India :

(i) 20 (ii) 21

(iii) 22 (iv) 23

(c) NSE of India was recognised as stock exchange in the year :

(i) 1992 (ii) 1993

(iii) 1994 (iv) 1995

(i) New issue of shares is made in .............................. market.

(ii) SEBI was established in ..................... by Govt. of India.

(iii) Treasury bills are available for a minimum amount of ......................... and

in multiples there of.

(iv) Instruments with a maturity period of less than one year are traded in

...........................

3. What are 2 major segments in financial market.

(i) .................................................. (ii) ............................................................

4. Which money market instrument is issued by RBI on behalf of Govt.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

WORKSHEET-1

50

5. Under which method of floatation, securities are issued to existing

shareholders ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

6. Re-arrange the steps of trading procedure in a stock exchange.

(1) selecting broker, (2) settlement, (3) placing older (4) selecting security

(5) executing order.

(i) ..................................................... (ii) .............................................................

(iii) ................................................... (iv) ............................................................

(v) ....................................................

7. Explain the term Price rigging.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

8. Who may be a broker ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

9. What is Right Issue of shares ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

10. Name a bearer document issued by a bank against deposits kept by the

companies and institutions for a short period of time.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

51

11. What is the objective of listing of securities.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

12. Identify X and Y in the diagram

Capital Market

X Y

X =

Y =

13. Explain the terms :

(1) offer for sale ..........................................................................................................

.....................................................................................................................................

(2) Private Placement ................................................................................................

.....................................................................................................................................

14. When does a trade bill becomes a commercial bill ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

15. How "SEBI" is the watch dog of securities market ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

52

16. Which method of short term finance do the banks adopt to maintain their cash

reserve ratio.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

17. Explain : Dematerialisation of securities.

....................................................................................................................................

.....................................................................................................................................

18. Name the method of making an electronic book entry form of holding,

transferring securities that has been introduced to eliminate the problems of

theft, forgery, delays and time involved in paper work.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

19. What is D-mat account ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

53

20. Name the Index of Bombay stock exchange ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

21. Who can be participants of depository services ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

22. A Public Ltd. Co. achieved the minimum subscriptions by private placement.

Whose interest has been ignored here ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

23. Write full form of :

(1) SEBI.......................................................................................................................

(2) ROI .......................................................................................................................

24. What are the documents required for opening Demat account ?

(1) .................................................... (2) ............................................................

(3) .................................................... (4) ...........................................................

25. Give the functions of SEBI : (Any 3) each

Regulatory functions Development functions Protective functions

54

26. What is zero coupan Bond ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

27. Define "Financial Assets".

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

Unit-9 Answer

1. (a) i (b) i (c) iii (d) iv

2. (1) Total current assets

(2) Capital structure of a company

(3) Procurement and Utilisation

(4) Forecasting, Raising, Controlling & Utilisation of funds.

1. (a) iii (b) iii (c) i (d) ii

2. (1) Debt (2) Liquidity of a company

(3) Cash flow position, level of fixed operating cost (or any other)

(4) Liquidity

Worksheet-1

Worksheet-2

Unit-10 Answer

1. (a) ii (b) iv (c) i

2. (1) Primary (2) 1992

(3) Rs. 25,000 (4) Money Marekt

Worksheet-1

55

Unit-11

Marketing Management

1. Tick the right option :

2. Fill in the blanks with appropriate answers :

(i) A person or an organisation which provides goods or series to satisfy needs is:

(a) customer (b) marketeer

(c) seller (d) Market

(ii) For consumer goods like soaps, clothes, shampoos etc which type of channel

of distribution is most suitable?

(a) Direct channel (b) One level channel

(c) Two level channel (d) three level channel

(iii) When products having same characteristics are placed in a given cateogry,

this placement is called :

(a) standardisation (b) grading

(c) product designing (d) none of above.

(iv) Giving a name or a sign or a symbol to a product is :

(a) Packaging (b) Labelling

(c) Advertising (d) Branding

(a) A good market after is always prepared keeping in minds the needs and

priorities of the ...............................................

(b) Time utility is created by ...........................................

(c) Handling customer complaints, maintenance and after sales services are

related to ............................. services.

(d) ........................................... is a strategy of using lower initial price to capture a

large market.

WORKSHEET-1

56

3. In the given figure, fill the qualities of a good sales person (any four)

4. Identify the concept of marketing in the following cases :

(i) This concept places more importance to selling and promotional efforts to sell

the product ...................................................................

(ii) This concept believes in cost reduction through mass production ......................

(iii) Customer's satisfaction and welfare of the society is given importance

...............................................................

(iv) This concept assumes that customer can be attracted by making continuous

improvement in the product. .........................................................

5. Fill the four inputs of marketing mix in given blanks :

57

6. An important taste in the marketing of goods relates to designing the label as

it provides useful and detailed information about the product. In the light of

this statement, fill the label on the chocolate wrapper in the given space and

highlight the important information to be provided on it.

Front Side Back Side

58

7. Identify and explain any four Sales Promotion Techniques shown in the

diagram.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

59

8. Fill the element of promotion mix in figure given below :

9. Fill the tools of Public Relations in Given figure :

10. A leading shampoo manufacturing company claimed in its advertisement on

TV that it makes hair completely dandruff free and cures hair fall. However

all its claims turned out to be false. Which values have been ignored here ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

11. Identify the type of products in the following cases and give one example of

each type :

(i) Purchase of goods in which buyers devote considerable time to compare

quality, price and style

.....................................................................................................................................

(ii) Consumer products which are purchased frequently immediately with

least time and efforts

.....................................................................................................................................

12. State any three functions of marketing from the management viewpoint.

.....................................................................................................................................

PromotionMix

5160

Unit-11

Marketing Management

1. Tick the right option :

2. Fill in the blanks with appropriate answers :

(i) The act of designing and producing the container or wrapper for a product is :

(a) Labelling (b) Packaging

(c) Branding (d) Sales promotion

(ii) Place utility is created by :

(a) Warehousing (b) Promotion

(c) Transportation (d) Branding

(iii) Lifeboy soap, close-up toothpaste, surf detergent powder are manufactured

by :

(a) Hindustan Unilever Ltd. (b) Proctor and Gamble

(c) Nestle (d) Kwality Walls

(iv) This is an important public relations tool

(a) News (b) Sponsorships

(c) Events (d) all of these

(a) .......................... refers to determining the standards regarding size, quality,

design, weight, color etc.

(b) ............................... is a strategy where high introductory price is charged for

innovative products.

(c) ................................ refers to what customer desires to have after fulfilling his

basic needs.

(d) ............................... is that social process by which individuals and groups

obtain what they need and want through creating offer and freely exchanging

products and services of value with others.

WORKSHEET-2

61

3. Enumerate the features of advertising in following figure :

Features of Advertising

4. Identify the tool or element of promotion in the following cases :

(i) It is highly flexible as message can be adjusted as per situation .......................

(ii) It is a paid form of non-personal presentation by an identified sponsor

.....................................................................................................................................

(iii) The information given through this tools has more credibility as it is given

by an independent source ........................................................................................

5. Laxman, the marketing manager of a reputed watch company is facing a

problem in selecting the distributer channel level for the company's new

expensive watch (premium segmend). Which level of channel should be

selected and why ?

6. Name the type of Consumer Products shown here. Also state any two features

of such products.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

62

7. Identify and explain the three levels of packaging shown in the diagrams :

(i) ............................ (ii) .................................... (iii)..............................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

8. A Pan-masala manufacturing company made an attractive package with an

attractive label for their product, but they did not mention its date of

manufacture, ingredients and even forgot to give statutory compulsory

warning. State which values have been ignored by the company.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

9. A good brand name should be :

63

10. Which channel of distribution should be used for the sale of the following

products :

(i) Cars

(ii) Shampoo

(iii) A product having limited number of customer concentrated in small

geographical location

(i) .................................................................................................................................

(ii)................................................................................................................................

(iii) ..............................................................................................................................

11. Complete the given figure with role of Public Relations

Role of PR

12. Which tool of promotion will primarily be used for the following :

a) An existing product meant for mass usage by literate people.

.....................................................................................................................................

b) To introduce a new product to a particular class of people through door to

door visits.

.....................................................................................................................................

5164

Unit-11

Marketing Management

1. Tick the right option :

2. Fill in the blanks with appropriate answers :

(i) A variety of programmes to promote and protect a company's image or its

products is :

(a) Advertising (b) Public Relations

(c) Sales promotion (d) None of the above.

(ii) "Reliance connection free with Motorola cell phone" is an example of one of

the techniques of sales promotion. Identify the technique.

(a) Product combination (b) Rebate

(c) Quantity Gift (d) Discount

(iii) According to which concept of marketing, availability and affordability of the

product are considered to be the key to the success of the firm ?

(a) Production concept (b) Product concept

(c) Sales concept (d) Marketing concept

(iv) Eye drops usually come in glass bottle containers this is an example of :

(a) Primary package (b) Secondary package

(c) Transportation package (d) None of these.

(a) .......................... refers to the real and the group of potential buyers of products

and services.

(b) ....................... is termed as a silent salesman.

(c) ....................... is the term used to describe the combination of 4 inputs which

constitute the core of a company's marketing system.

(d) Paid form of .............................. presentation and promotion of idea,

goods/services by an identified sponsor is advertising.

WORKSHEET-3

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3. Identify the missing members in the chain of distribution.

(i) Zero level

Customer

(ii) One level

Manufacturer Customer

(iii) Two level

Customer

(iv) Three level

Manufacturer Customer

4. Future publications has hired you as Marketing Manager whereby you are

assigned the task of determining the price of its new book for competitive

aspirants for IAS. List any 4 factors for determining the price of new book.

(i) ...............................................................................................................................

(ii) ..............................................................................................................................

(iii) .............................................................................................................................

(iv) .............................................................................................................................

5. Choose the suitable words from bracket to fill the blanks in figure given

below:

(Brand mark, Brand name, Brand)

6. Identify the following methods of Sales Promotion.

(i) Acompany offer a pack of 1/2 kg of sugar with the purchase of a 5 Kg bag of

wheat flour. ................................

(ii) Scratch a card and get a gold coin with the purchase of a cold drink.

......................................................................................................

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7. Name the type of consumer products shown here. State any two features of

such products.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

8. Aman is a salesman in a diet food showroom. In order to sell his product at a

higher price to the customer, he made false chains about a health drink that it

is diabetic friendly sugar free drink. On consuming the drink, customer's

sugar level increased. Which values are lacking in Aman (Salesman) ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

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9. State the merits of advertising in given boxes :

Merits of Advertising

10. Satya is manufacturing Luch boxes for school going children. To maximise

she decided to improve the quality and addeda warmer for the lunch boxes.

Due to this improvement in the product, the sale is increasing day by day.

Identify and explain the marketing strategy involved.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

11.

Fill the circles given in above figure with decision in physical distribution.

Merits of Advertising

Decisionin

PhysicalDistribution

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13. Identify the channel of distribution :

(i) Mc. Donalds is selling fast food items to its customers.

.....................................................................................................................................

(ii) Hindustan Lever Ltd. sells its cosmetics through wholesalers and retailers.

.....................................................................................................................................

(iii) Authorised Hyundai showroom sells cars to its customers.

.....................................................................................................................................

Fill the circles given in above figure with decision in physical distribution.

Unit-11 Answer

1. (a) b (b) c (c) b (d) d

2. (a) customers

(b) warehousing

(c) customer support

(d) penetration pricing

1. (a) b (b) c (c) a (d) d

2. (a) Standardization (b) Skimming price

(c) Want (d) Marketing

Worksheet-1

Worksheet-2

1. (a) b (b) a (c) a (d) a

2. (a) Market

(b) Packaging

(c) Marketing mix

(d) non-personal

Worksheet-3

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Unit-12

Consumer Protection

1. Tick the right option :

2. Fill in the blanks with appropriate answer :

(a) The consumer protection act was enacted in :

(i) 1956 (ii) 1955

(iii) 1986 (iv) 1982

(b) Mr Sharma went to a restaurant to have dinner with his family. At the time of

billing he realised that the restaurant had charged double the MRP Price of the

mineral water bottle he had ordered. He wishes to file a complain against the

restaurant. Where shall he seek redressal ?

(i) State commission (ii) District Forum

(iii) National commission (iv) Supreme court

(c) You wish to buy jewelery. As a responsible consumer which mark needs to be

checked by you for quality assurance ?

(i) ISI (ii) FPO

(iii) Hallmark (iv) Agmark

(d) Each manufacturer is required to provide information such as Date of

manufacturing, price quantity etc on the package and label of the product.

Which right of consumer is taken care of here ?

(i) Right of safety (ii) Right to be heard

(iii) Right to choose (iv) Right to be informed

(a) ............................................... states that the consumer has the right to be

protected against goods & service which are hazardous to life and health.

(b) A ................................................. si any person who buys any goods for a

consideration, which has been paid or promised or partly paid & partly

promised or under any scheme of deferred payment.

WORKSHEET-1

(c) ..................................................... provides the consumer freedom to choose

from variety of products at competitive prices.

(d) If a consumer is dissatisfied with a good or service, he/she can exercise the

right ............................... & life a complaint.

3. As per consumer protection Act, 1986 against whom can a complaint be filed

by a consumer ?

(i) .................................................. (ii) ..............................................................

4. Specify the 3 tier enforcement machinery setup for redressal of consumer

grievances a per consumer protection act, 1986 along with jurisdiction of each

level as to the value of goods & services along with compensation claimed.

Redressal Agency Jurisdiction of each level for value of

goods & services with compensation

claimed

5. Mention the three points emphasising the importance of consumer protection

from the consumers point of view

(i) (ii) (iii)

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6. Why do you think consumer protection is important from point of view of

business ?

Specify any 3 points.

(i) ................................................................................................................................

(ii) ...............................................................................................................................

(iii) ..............................................................................................................................

7. Sukhvinder Singh had booked his ticket for Jet Airways. The confirmation for

the same had been received. On the schedule day, the flight was cancelled due

to a technical problem. Is it a deficiency in service? What relief can

Sukhvinder Singh seek in this regard ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

8. As a consumer, we have to follow certain responsibilities. Write any three.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

9. John bought a refrigerator of a branded co. Samsung Ltd. from Croma, a

showroom which keeps electronic items of different brands. The microwave

was found defective. Against whom can John file a complaint ? What relief

can be seek ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

10. Jyothi K bought a frock for her daughter from a branded outlet. At home, she

found that it was defective. She went back to the outlet to complaint. The dress

was promptly changed. What values of the outlet are presented here ?

.....................................................................................................................................

.....................................................................................................................................

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Unit-12

Consumer Protection

1. Tick the right option :

2. Specify the rights of consumer referred to in the given statements :

(a) A consumer is said to be a king in the market economy. So, the approach now

is :

(i) caveat emptor (ii) caveat venditor

(iii) none of these (iv) both of these.

(b) Karim wishes to buy a juicer mixer. Which marks should he verify to be

assured of the quality of the product ?

(i) FPO (ii) AGMARK

(iii) ISI (iv) Halmark

© Mr. Julie bought a luxury end car worth Rs. 28 lakh. She found that the card

was defective. The company was not forthcoming in correcting it. Where shall

she file a complain to seek redressal ?

(i) State commission (ii) District Forum

(ii) National commission (iv) Supreme Court

(d) Who can file a complaint ?

(i) any consumer or one or more consumers on behalf of the consumers

(ii) central/state government

(iii) a legal heir

(iv) all of these

(a) Many business firms have set up their own consumer grievance cells because

of this right .....................................................................

(b) By using this right, the consumers can seek relief in case the product or service

falls short of his/her expectations.

.....................................................................................................................................

WORKSHEET-2

(c) Many consumer organisations are taking part in providing knowledge to the

consumers to fulfill this right of the consumers.

.....................................................................................................................................

3. Name any two NGO's engaged in protecting and promoting consumers'

interests.

(i) .................................................... (ii) ..............................................................

4. Heena and Ranjita are friends. Ranjita gives her mobile to Heena for some

days. Will Heena be considered a consumer ? Why ?

.....................................................................................................................................

.....................................................................................................................................

5. Which quality mark shall a consumer check while purchasing the following

products :

(a) Agricultural products ..................................................................................

(b) Food Products ...............................................................................................

6. What are the ways and means of consumer protection ? Write any three.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

7. Specify the composition of the following:

(a) District forum .......................................................................................................

(b) State commission .................................................................................................

(c) National commission ..........................................................................................

8. Tanmay bought a branded computer from an authorised dealer with a proper

receipt. There was a warranty of one year on it. Six months later he realised

that the CD Drive was not operating properly. Can you guide him for the

rights available to him and what can he claim from the dealer?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

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9. Mention any three points regarding role of NGOs & consumer organisations

in protection & promotion of interest of consumers.

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

10. An international health drink manufacturer was found violating the health

norms as certain impurities were found in a sample of its products. Which

values are lacking in the company ?

.....................................................................................................................................

.....................................................................................................................................

.....................................................................................................................................

Unit-12 Answer

1. (a) 1986 (b) District Forum

(c) Hallmark (d) Right to be informed

2. (a) right to safety (b) consumers

(c) right to choose (d) right to be heard

1. (a) caveat venditor (b) ISI

(c) State commission (d) All of these

2. (a) Right to be heard (b) Right to seek redreesal

(c) Right to consumer education

Worksheet-1

Worksheet-2

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