CP II SEM II MCQ QUESTION BANK

Q.1 (a) Fill in the blanks with appropriate option given in the bracket: (any 10)

1. Following is an example of service insurance.

(insurance, bread, car)

2. Goods and services are different.

(same, different, simple)

3.Consumers expect quick service from the service provider.

(quick, delayed, improper)

4.A store layout must offer convenience to the customers.

(inconvenience, problem, convenience).

5.B2B stands for business-to-business online transactions.

(business-to-better, busy-to-busy, business-to-business.

6. KPO stands for Knowledge Process Outsourcing.

(know point outsourcing, knowledge point outsourcing, knowledge process outsourcing).

7. ATM stands for Automated Teller Machine.

(automated time money, automated teller machine, any time money)

8. In debit card, the amount gets deducted from the bank balance of the customer.

(increased, deducted, added)

9. E-commerce reduce cost in the long-run.

(increase, reduce, does not impact)

10. Transportation is an element of logistics.

(Transportation, Discounts, Promotion)

11. E-commerce facilitates interaction between the customer and the organizations via internet.
(internet, store, bank)

12. Credit cards are those cards which are used by customers without having a bank account.

(debit, credit, transit)

13. A doctor must be physically present at the time of treating the patient, it is a feature of. -----------------
---------in service.

(Inconsistency / Inseparability / Intangibility)

14. Services are . -------------------------- (durable / storable / perishable)

15. Services are . --------------------------in nature. (tangible / intangible / retangible)

16. A special gift given to a consumer is a. -------------------------- product.

(Basic / Core / Augmented) level of service

17. . -------------------------- is an example of non store retail format in India. (Electronic retailing / Hyper
marts / Department stores)

18. The extent to which customers are willing to accept variations in service performance is called the
zone of. --------------------------

(handling / tolerance / behavior)

19. If service is not delivered as per the expectations of the consumer, it is termed as. ------------------------
--

(satisfaction / dissatisfaction / delight)

20. . --------------------------management of a mall involves managing the football inside and outside the
mall. (Zoning / Traffic / Ambience)

21. C2C stands for . --------------------------model of e-commerce.

(court to consumer / consumer to consumer / company to company)

22. McDonald is an example of. --------------------------

(Franchising / Merger / Venture)

23. . --------------------------is one of the major challenge for logistics in India. (warehousing / government
policy / agriculture)

24. E-commerce . --------------------------the cost of operating the business.

(reduces / increases / does not impact)

Q.1 (b) State whether the following statements are true or false: (any 10)

1. Services sector play an important role in the growth of a nation. (True)

2. When customer expectations are met customer is dissatisfied. (False)

3. There are no challenges faced by services sector. (False)

4. Local kirana store is an example of unorganized sector. (True)

5. Vegetable vendors on the footpath are an example of organized sector. (False)

6. Franchise is a contract between two parties from same or different countries. (True)

7. Foreign direct investment in organized retail sector does not help in its growth. (False)

8. ATM card facilitates withdrawal of cash from the bank account anytime. (True)

9. Logistics helps in moving a product from consumer to manufacturer. (False)

10. Indians prefer to enjoy the touch and feel shopping experience which is lacking in e-retailing. (True)

11. The B2B transactions increase the distribution cost. (False)

12. There are no cases of fraud in case of e-commerce transactions. (False)

13. Service performance varies across at different times. (True)

14. Marketing of services is very easy due to its features. (False)

15. It is very difficult to bring in tangibility in services. ( True)

16. FDI in retailing helps to increase the inflation in the market. (False)

17. There are less number of career opportunities available in retail sector. (False)

18. Retail in India is observing an increase in the number of malls opening in major parts of the country.
(True)

19. ATM card offers only cash withdrawal facility to the bank customers. (False)

20. To access online banking account, the customer needs to go to the bank's website. (True)

21. Logistics in India do not face any challenges with regard to infrastructure. ( False)

22. Foreign banks have large number of ATM's in India. (False)

23. B2B model of e-commerce involves business between business and the buyer. (False)

24. Currently the major part of Indian population does not buy online due to lack of internet
penetration. (True)