MATHUR SIR - 8777249775

E - COMMERCE

CONTENT
Sl. No. Topic Page No.
1 Introduction 2 – 14
2 E – CRM 15 – 27
3 Enterprise Resource Planning 28 – 37
4 New Trends in Commerce 38 – 46
5 Previous Year Question Papers 47 – 70

BUSINESS COMMUNICATION

CONTENT
Sl. No. Topic Page No.
1 Basics of Communication 71 – 74
2 Tools of Communication 75 – 78
3 Types of Communication 79 – 84
4 Drafting 85 – 91
5 Previous Year Question Papers 92 – 94

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CHAPTER - 1
E – Commerce
E-commerce is the buying and selling of products and services by business and
consumers over the Internet.

E – Business
ICT= information and communication technology.
In e-business, ICT is used to enhance one’s business. A business process using
technology to improve the way in business process work.

M – Commerce
Mobile commerce is usually called s “M-Commerce” in which user can do any sort of
transaction including buying and selling of the goods, asking any services, transaction
and transferring the money by accessing wireless internet service on the mobile
handset itself.

E – Commerce
E-commerce business models
B to C: Business to Consumer /Customer = It involves a direct online transaction
between the business and the consumers.
B to B: Business to Business = It involves online business dealings between two or
more business or organization.
B to G: Business to Government = It involves the communication and transaction
between business and government agencies over the internet.
C to C: Customer to Consumer=It involves the exchange of information or
transaction between two or more customers when this exchange is done without any
third-party involvement; it is Known as peer to peer (p to p).
C to B: Customer to Business = It involves the transfer of data content and
knowledge from customer to business.

Major Activities of B2C E-Commerce (Business to consumers)

1. Information sharing i.e., Company website e-mail, online advertising, discussion in
group.
2. Ordering online fill up and submission.
3. Payment credit or debit card, COD, digital cash.
4. Delivery co-ordination merchant to customers.
5. Services & support e-mail information online surveys.

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Major business models:

Portals: offering integrated package of services and content like search, news, e-mail,
chat ([Link] etc.)
E-tailor: Offering online retail store with distribution channel and mail catalogue (Ex-
[Link] etc.)
Content provider: Providing information & entertainment like newspaper sports etc.
Transaction broker: Stock brokers, travel agents etc.
Market creator: Web based auction bringing buyers and seller together.

M. C. Q. (E-Commerce)
1. E-commerce is an electronic market place.
2. E-Commerce is a paperless & Internet based process of exchange.
3. Which is the advantage of an e-commerce buying/selling 24/7?
4. Which of the following is the pioneer of the use of e-commerce [Link]?
5. ICT stands for Information and Communications Technology.
6. PDA stands for Personal Digital Assistant.
7. PDA is used in M-commerce.
8. SMS stands for Short message service.
9. EFT stands for Electronic funds transfer.
10. WAP stands for Wireless Application Protocol.
11. The best products to be sold through B2C model are digital products.
12. Which form of business model of e-commerce is most popular B2C?
13. Which of the following refers to producing products tailored to individual customer
needs customization?

Book = e-book Study = e-study

1. Electronics = 28%
2. Cloth/apparel = 24%
3. Services= 19%
4. Books= 11%
5. Personal= 6%
6. Home& furnishing= 5%
7. Groceries= 4%
8. Health care= 2%
9. Baby care production= 1%
In India customers spend the following by using e-commerce.

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EACH QUESTION CARRIES 1 MARKS: (MCQ)

1. E-commerce is a ______ Market place.

(a) Retail
(b) Wholesale
(c) Electronic
(d) None
2. E-commerce is _____ process of exchange.
(a) Paper-based
(b) Paper-less
(c) Internet based
(d) B & C
3. Which is the advantage of e-commerce
(a) Buying/selling 24/7
(b) Customers can meet face to face
(c) Complete transparency of transactions
(d) None
4. which one is the advantage of e-commerce
(a) Problem of hacking
(b) Not suitable for perishables goods
(c) Not Speedy process
(d) a and b
5. Which of the following is the pioneer of the use of e-commerce
(a) Flipkart
(b) Snapdel
(c) [Link]
(d) None
6. E-commerce includes
(a) Buying and selling of goods over internet
(b) Buying and selling of service over Internet
(c) Buying goods and services only
(d) Both (a) & (b)
7. The technique of e-commerce includes
(a) Electronic data Interchange (EDI)
(b) e-mail
(c) World Wide Web (www)
(d) All
8. Different types of e-commerce are
(a) B2B
(b) B to C
(c) C to B
(d) All

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9. [Link] is types of e-commerce business

(a) B2B
(b) B to C
(c) C 2 B
(d) All
10. B2B e-commerce includes
(a) Industry related information
(b) Direct selling among business
(c) Industry Portal
(d) All
11. The type of e-commerce that relate to dealing among customers
(a) C2B
(b) C2C
(c) B2C
(d) B2B
12. Wish type of e-commerce deals with auction ?
(a) C2B
(b) C2C
(c) B2C
(d) B2B
13. ICT stands for
(a) Information and Communications Technology
(b) Internet and computer technology
(c) Information and computer technology
(d) None
14. PDA stands for
(a) Personal Digital Assistant
(b) Rational Digital Application
(c) Personal Digital Automation
(d) None
15. PDA is used in
(a) E-commerce
(b) M-Commerce
(c) personal data maintenance
(d) None
16. PDA refers to
(a) A handy device like cellular phone
(b) A device for money transfer
(c) A device attracted to Internet
(d) None
17. SMS stands for
(a) Swift message service
(b) Short message service

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(c) Short message send

(d) None
18. EFT stands for
(a) Electronic Fund Transmission
(b) Electronic Funds Transfer
(c) Electronic Fund Transfer
(d) None
19. WAP stands for
(a) Wireless Application Promotion
(b) Wireless Application Pattern
(c) Wireless Application Protocol
(d) None
20. E-business is
(a) A part of e-commerce
(b) Broader than e-commerce
(c) Both are same
(d) None
21. The best products to be sold through B2 C model are:
(a) Stationary
(b) Furniture
(c) Books
(d) Digital products
22. G2C model is better known as?
(a) E-Government model
(b) E-Government model
(c) E-Customer model
(d) All the above options
23. Which form of Business Model of E-Commerce is most popular?
(a) C2B
(b) B2G
(c) B2C
(d) C2C
24. Which of the following term implies that the percentage of customers visiting
web-site also actually purchase the product?
(a) Conversion rate
(b) Actual rate
(c) Purchasing rate
(d) None
25. Which of the following refers to producing tailored to individual customer
needs?
(a) Customer-oriented production
(b) Customization
(c) Customer specific production

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(d) None

Ture and False (1 Marks)

1. E-Commerce started with the sale of cannabis.

a) True
b) False
2. In India, which act governs the basic applicability of e-commerce.
a) Information Technology Act 2010
b) Information Technology Act 2008
c) Information Technology Act 2017
d) Information Technology Act 2000
3. Purchases made on mobile device will be making up---- of the market by 2017.
a) 5%
b) 15%
c) 25%
d) 35%
4. Indians shop the most online for
a) Apparel
b) Electronics
c) Services
d) Books
5. The cost of running an ecommerce business is much higher than a physical
shop.
a) True
b) False
6. India mart is an example of
a) B2G model
b) B2C model
c) B2B model
d) C2C model
7. Zomato is an example of
a) B2G model
b) B2C model
c) B2B model
d) C2C model
8. OLX is an example of
a) B2G model
b) B2C model
c) B2B model
d) C2C model

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9. Most Indians buy online because

a) There are more variety and more brands
b) It saves time
c) The items are much cheaper
d) It is very convenient
10. The transactions conducted between a business and consumers who are the
end users of products and services is known as a business to consumer or B2C
transactions.
a) True
b) False
11. B2C is different from B2B where both the parties involved are businesses and
the buyer is not end user of the product or service.
a) True
b) False
12. There is a major difference between G2B and B2G.
a) True
b) False
EACH QUESTION CARRIES 2 MARKS: (MCQ)

1. E-commerce refers to
(a) Commerce which is based on transaction using computers connected to
tele-communication network.
(b) Commerce which is based on transaction using computers only
(c) Commerce which is based on transaction using electronic media
(d) None
2. What is SWIFT?
(a) Society for Worldwide Inter Bank Financial Telecommunications
(b) Society for World intra Bank Financial Telecommunication
(c) Social Worldwide Inter Bank Financial Telecommunication
(d) None
3. The form of e-banking is
(a) NEFT/RTGS
(b) ECS
(c) Internet banking
(d) m-banking
4. The largest community in the e-commerce is
(a) C2B
(b) C2C
(c) B2C
(d) B2B
5. The main functional areas of B2C are
(a) Providing Logistic support for delivery of goods

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(b) Authenticating payment through a gateway

(c) Providing customers with available information about the product
(d) All
6. Advantages of B2C commerce are
(a) Privacy is always maintained
(b) Business gets wide range of customers
(c) Transactions can be made throughout the day
(d) b & c
7. B2G model refers to
(a) Communication and transaction between business and government
agencies over the Internet
(b) Communication and transaction between businesses and group
(c) Communication between businesses and government
(d) None
8. Portal refers to
(a) Internet
(b) Offering Integrated package of services and content like search, news, e-
mail, chat, etc. (Example- [Link])
(c) Ethernet
(d) None
9. E-tailing refers to
(a) Electronic media of money transfer only
(b) Electronic media of publishing information only of business
(c) Transaction that are conducted over an electronic network
(d) None
10. Transaction broker refers to
(a) Broker for sale of goods
(b) Stock brokers and travel agents
(c) Broker for all types of transactions
(d) None
11. Which among the following is not an user of B2C e-commerce ?
(a) Manufacturers
(b) Distributors
(c) Publishers
(d) None
12. Intranet refers to
(a) A network within an organisation which maybe worldwide
(b) Is a world wise network
(c) Network collection among different countries
(d) None
13. Which of the following statement is correct ?
(a) Technologies like Eelectronic Data Interchange (EDI) and Electronic Funds
Transfer (EFT) postdate the advent of e-commerce

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(b) Technologies like Electronic Data Interchange (EDI) and Electronic Funds
Transfer (EFT) predate the advent of e-commerce
(c) Technologies like Electronic Data Interchange (EDI) and Electronic Funds
Transfer (EFT) is functional along with E-Commerce
(d) None
14. Which of the following are the features of E-commerce?
(a) E-commerce brings revolution to the concept of market segmentation
(b) E-commerce is the evolution of niche marketing
(c) E-commerce is broader then M-commerce.
(d) E-commerce is cheap mode of commerce through internet or EDI.
(a) (i),(ii),(iii)
(b) (ii),(iii),(iv)
(c) (i),(iii),(iv)
(d) (i),(ii),(iv)
15. Which off the following statement is correct?
(a) E-business is broader in scope than E-commerce
(b) E-commerce is broader in scope than E-business
(c) Both E-commerce and E-business are same
(d) None
16. Which of the following statement is correct ?
(a) E-Business is just an aspect or a subset of E-commerce
(b) E-commerce is just an aspect or a subset of E-business.
(c) E-commerce and E-business has no difference.
(d) None
17. Which of the following statement is correct?
(a) E-commerce essentially involves non-monetary trade whereas in e-
business, money transactions are necessary.
(b) E-business essentially involves monetary trade whereas in a e-commerce,
money transactions are not necessary.
(c) E-commerce essentially involves monetary trade whereas in e-business,
money transactions are not necessary.
(d) None
18. So far as area of application is concerned, which of the following statement is
correct?
(i) E-commerce only convers business transactions such as buying and selling of
goods and services over the internet.
(ii) E-business only covers business transaction such as buying and selling of
goods and services over the internet.
(iii) E-business includes e-commerce but also covers internal processes such as
production, inventory management, product development, risks
management, finance, knowledge management and human resources.

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(iv) E-commerce includes a business but also covers internal processes such as
production, inventory management, product development, ricks
management, finance, knowledge management and human resources.
(a) (i),(ii),(iii)
(b) (ii),(iii)
(c) (i),(iv)
(d) (i),(iii)
19. M-commerce refers to
(a) Wireless electronic commerce used for conducting commerce or
business through a handy device like cellular phone or Personal Digital
Assistant (PDAs).
(b) Wireless electronic commerce used for conducting commerce or business
through a handy device like cellular phone or Public Digital Assistant
(PDAs).
(c) Wireless electronic commerce used for conducting commerce or business
through internet.
(d) Electronic commerce used for conducting commerce or business through
mass media.
20. Which of the following statement is correct?
(a) E-commerce is said to be the next generation wireless M-commerce that
needs no wire and plug- in devices.
(b) M-commerce is said to be the next generation wireless e-commerce that
needs no wire and plug-in device.
(c) Mass media is said to be the next generation wireless e-commerce that
needs no wire and plug-in devices.
(d) E-advertising is said to be the next generation wireless e-commerce that
needs no wire and plug-in devices.
21. B to G E-commerce business model refers to
(a) Any business or organisation that sells its products or service to
Government over the internet.
(b) The communication and transaction between businesses and
government agencies over the internet.
(c) Any business or organisation that sells its products or services to
consumers over the internet.
(d) None
22. Types of B2B market are
(a) Buyer-oriented E-Marketplace
(b) Supplier-oriented E-Marketplace
(c) Vertical E-Marketplace
(d) Horizontal E-marketplace
(e) Diagonal E-Marketplace
(f) Independent E-Marketplace
a) (i),(ii),(iii),(iv)

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b) (i),(ii),(iv)
c) (ii),(iii),(iv),(v)
d) (i),(ii),(iii),(iv),(vi)
23. Major activities of B2B e-commerce model are
(i) Purchasing and procurement
(ii) Supply management
(iii) Inventory management
(iv) Channel management
(v) Payment management
(vi) Service management
(a) (i),(ii),(iii)
(b) (ii),(iii),(iv),(v)
(c) (iii),(iv),(v),(vi)
(d) (i),(ii),(iii),(iv),(v),(vi)
24. C2C Market is supposed to have the following form
(i) Auctions facilitated at a portal, such as eBay
(ii) Tax payment system
(iii) Peer-to-peer systems-
(iv) Carriage facilities to customer
(a) (i),(ii),(iii)
(b) (i),(ii)
(c) (ii),(iii),(iv)
(d) (i),(iii)
25. Advantage of E-commerce are
(i) E-commerce helps to increase the sales revenue of the business.
(ii) Easily we can track the segment of customers who are happy with
purchasing goods through online.
(iii) Instantaneous global sales presence in quick time
(iv) Reduce customer support course via e-mail marketing & customary
newsletters.
(v) Customers can easily buy their products by using different payment
gateways.
(a) (i),(ii),(iii),(iv)
(b) (ii),(iii),(iv),(v)
(c) (iii),(iv),(v)
(d) (i),(ii),(iii),(iv),(v)

Long Type (2 Marks)

1. E-commerce is
a) A Transaction of buying and selling at the same time online
b) A Transaction of buying but not selling online
c) A Transaction of not buying but selling online
d) A Transaction of buying and selling online

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2. Full form of EEDI

a) Economic Data Interchange
b) Enterprise Data Interchange
c) Executive Data Interchange
d) Electronic Data Interchange
3. First category of ecommerce is business based on
a) The nature of the participant (B2B, B2C, C2B and C2C)
b) Types of goods sold
c) M-commerce
d) Financial data to facilitate domestic and international business
4. Second category of ecommerce is business based on
a) The nature of the participant (B2B, B2C, C2B and C2C)
b) Types of goods sold
c) M-commerce
d) Financial data to facilitate domestic and international business
5. In 2012, e-commerce sales topped
a) $5 trillion for the first time in history
b) $4 trillion for the first time in history
c) $1 trillion for the first time in history
d) $2 trillion for the first time in history
6. Online shopping has affected industry structure in two areas that have seen
significant growth in ecommerce _____ and _____
a) Bookshop and retail
b) Travel agencies and retail
c) Bookshops and travel agencies
d) Travel agencies and construction agency
7. There are companies that have launched an ecommerce site without ever
having a previous physical business like
a) Anjili Jewelers
b) Shoppers stop
c) Pantaloons
d) Flipcart
8. There are companies that started business as pure E commerce site but
recently added physical stores to supplement their online like
a) Paper Fry
b) Carat Lane
c) Shoppers stop
d) Pantaloons
9. The B2B website Amazon business in is a
a) Supplier oriented e-marketplace

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b) Buyer oriented e-marketplace

c) Intermediary oriented e-marketplace
d) None of the above
10. CISCO website is a
a) Supplier oriented e-marketplace
b) Buyer oriented e-marketplace
c) Intermediary oriented e-marketplace
d) None of the above
11. GE website is a
a) Supplier oriented e-marketplace
b) Buyer oriented e-marketplace
c) Intermediary oriented e-marketplace
d) None of the above
12. Internet
a) Is always a worldwide network
b) Is a network within a single organisation which may be worldwide
c) Is a network between one or more business partners
d) Is a device to set up a network
13. External
a) Is always a worldwide network
b) Is a network within a single organisation which may be worldwide
c) Is a network between one or more business partners
d) Is a device to set up a network
14. Income Tax Department sending a query to a business is
a) B2G
b) B2C
c) G2B
d) G2C

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CHAPTER - 2
E-CRM
E-CRM = Electronic Customer Relationship Marketing
E-CRM is the process of maximizing sales of existing customers, encouraging
continuous relationship through the use of digital communications technologies.

Difference between CRM & E-CRM

CRM = Doesn’t use technology, face to face in store, through phone, tax.
E-CRM = Use technology, E- Mail and social media along with traditional method.

Cross Selling: Cross selling generally occurs when the sales representative has more
than one type of product to offer customers that might be beneficial to them some
fields in which cross selling is most evident includes those of the banking.
Ex- A bank offering home loans and with that asking its consumers to have a life policy
to secure the home loan.

Phase of E-CRM
CRM has gone through three phase of evolutions and is now entering its fourth phase.
1) Technology
2) Integration
3) Process
4) The fourth phase of CRM is called “Customers driven CRM”
Customer driven CRM looks for answers to some very important questions
1. What will our customer buyer?
2. When will our customers buy?
3. How much will our customers pay?
4. What creates value for them?

Type of e-CRM:
1. Cloud solution
2. Virtual CRM
3. Mobile CRM

VCRM = virtual customer relationship management.

The challenge for most companies is to get and retain the attention of the customer.
The company is slowly moving towards virtual customer relationship management
(V-CRM). Through V-CRM, virtual words like second life are created.

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Mobile CRM: M-CRM is a subset of E-CRM. Both in CRM and M-CRM, communication
between the business and customer plays a pivotal role.

SCM = Supply Chain Management

SCM is the defined as the management of the flow of goods and services, involving the
movement and storage of raw materials of W.I.P. inventory, and of finished goods
from the point of origin to the point of consumption.

Types of SCM
i) External supply chain
ii) Internal supply chain

Digital payment/ E-payment

When an electronic or a digital medium is used to pay for goods and services
purchase without cash or cheque. It is knowns as electronic payment or online
payment.

In retail e-payment, generally there are following type of transaction:

i) C2B
ii) B2C
iii) P2P
iv) C2C

Methods of e-payment
1. Card credit card, Debit cards, prepaid cards
2. Television set-up boxes and satellite receiver
3. Financial service kiosks
4. Mobile phone
5. Biometric payment (Voice face)

Electronic / digital wallet

A digital wallet (e-wallet) allows user to make electronics commerce transactions
quickly & securely. Digital wallets are used in conjunction with mobile payment
systems. These have made physical wallet obsolete. A user can securely store his/her
payment information and passwords for numerous payment method and website.

Digital signature

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Digital signatures are similar to physical signature and have a higher level of security
against tampering &forgery. A digital signature establishes the identity of the sender
while filling or sending documents electronically through the internet. Digital
signature establishes the identity of the signee in electronic documents. Adding the
sign also ensures that no information in the document can be altered.

Classes of digital signature certificate (DSC)

Classes 1 DSC: It can be used by employers to communicate with employee but not
used for validating and document tax.
Class 2 DSC: It can be used for income tax & sales tax return filing.
Class 3 DSC: It can be used for e-tenders and e-auctions of Govt. dept & companies.

Payment Gateways
CBS = Core banking solution
CORE= Centralized online Real time exchange
M – Payment (mobile payment)
UPI – Unified payment interface
NPCI – National Payments Corporation of India
Example: Paytm, M – Pesa, Airtel money

CBS: is networking of branches which enable customers to operate their accounts

and avail banking services from any branches of the bank on CBS network.
The customer is no more the customer of a branch. He becomes the bank’s
customers.
Thus, CBS is a step towards enhancing customer convenience through anywhere and
anytime baking.

Online Banking:
A system allows individuals to perform banking activities at home via the internet.
Thus, online banking through traditional banks enable customers to perform all
routine transactions such as transfer of funds, balance inquires, bill payment, stop
payment request, renewal of fixed deposit etc. account information can be accessed
any time, day or night, and can be done from anywhere.

Importance of online banking

1. Easier introduction of new products.
2. Reduction of operation costs.
3. Faster customer services.

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4. Real time transaction

5. 24 x 7.
6. Accuracy.
7. Better fund management.

Electronic fund transfer (EFT)

EFT is a transaction that takes place over a computerized network either among
accounts at the same bank or to different accounts at separate financial institution.
For example, when we use debit card to make a purchase at a store or online, the
transaction is processed using an EFT system just paper free paper free baking
system.

Risks involves in E-payment

1. Legal risk
2. Operational risk
3. Reputational risk
4. Cross border risk
5. Market risk

M.C.Q.
1. Which one is also known as plastic money credit card?
2. E-cheques are prepaid.
3. The presence of microchip makes the smart card.
4. E-baking is also known as Net banking.
5. EFT is back bone of all e-payment in e-commerce.
6. What is ‘C’ stands in CIA of smart card? Confidentially.
7. What is ‘I’ stands in CIA of smart card? Integrity
8. What is ‘A’ stand in CIA smart card? Authority.
9. OTP stands for one time password.
10. NEFT stands for National Electronic Fund Transfer.
11. Which card is known as check card debit card?
12. RTGS stands for Real Time Gross Settlement.

Multiple Choice Questions

Group-A (1 mark)

1. In E-CRM, E stands for

(a) Enterprise

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(b) Electronic
(c) Entity
(d) Energy
2. CRM uses information technology.
(a) True
(b) False
3. E-CRM uses information technology.
(a) True
(b) False
4. System maintenance and modification takes a lot of effort, money, and time
in CRM.
(a) True
(b) False
5. E-CRM has three optional goal components.
(a) True
(b) False
6. No E-CRM can become successful if humans who are part of the organization
don’t take an active part in it.
(a) True
(b) False
7. The full form of SCM is
(a) Standard Chain Management
(b) Standard Commercial Management
(c) Supply Commercial Management
(d) Supply Chain Management
8. Most companies do not use all the SCM modules.
(a) True
(b) False
9. There are two main types of SCM software.
(a) True
(b) False
10. Supply chain spans from the point where natural resources are remove from
the earth to the point where they are replaced in the Earth-from dirt to dirt
(a) True
(b) False
11. ________________is a key e-CRM technique to follow up a customer when
they abandon a shopping cart to encourage them to buy.
(a) Personalisation
(b) Reactivation
(c) Retention

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(d) None
12. In e-CRM, customer acquisition means:
(a) Identifying the appropriate customers to target.
(b) Attracting customers in the target profile to your website and
encouraging them to opt-in.
(c) Encouraging customers to purchase more expensive products which
may also be in other categories.
(d) None
13. What is the typical relationship between satisfaction and loyalty?
(a) There is no relationship between satisfaction and loyalty
(b) Satisfaction determines loyalty
(c) Loyalty determines satisfaction
(d) None
14. Which information would typically be most useful when profiling to deliver a
relevant message to a consumer of a business service?
(a) Position of business person in buying process
(b) Business size/turnover
(c) Business location
(d) All
15. Building long-term relationship with customers is essential for any business.
The application of technology to achieve CRM is a key element of e-business
but what does CRM stand for?
(a) Customer resource management
(b) Consumer resource management
(c) Customer relationship management
(d) None
16. A CRM technique is to encourage existing customers to recommend friends or
colleagues to purchase. This is
(a) Up-sell
(b) Cross sell
(c) Reactivation
(d) Referral
17. Supply Chain can be
(a) Internal supply chain
(b) External supply chain
(c) Both internal and external supply chain
(d) None
18. As a part of features of SCM Warehouse Management relates to
(a) Movement and storage of products
(b) Movement of products

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(c) Storage of products

(d) None
19. As a part of features of SCM Inventory Management relates to
(a) Movement of the stocked goods
(b) Effective management of the quantity of stocked goods
(c) Effective management of movement of stocked goods
(d) None
20. There are _________ kinds of e-SCM
(a) Six
(b) Seven
(c) Five
(d) Two
21. VMI stands for
(a) Vendor Material Inventory
(b) Vendor Managed Inventory
(c) Valuable Material Inventory
(d) None
22. There are two main types SCM Software
a) True
b) False
23. E-commerce means only trading and shopping on the internet
a) True
b) False
24. 3-PL stands for
a) Three point logistic
b) Third party logistic
c) Third place logistic
d) None
25. A supply chain process involves an input a _______ and an output
a) Supplier
b) Consumer
c) Transformation
d) None
26. Due to small change in customers demand, demand for inventor become
large this is known as
a) Valued Inventory effect

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b) Market effect
c) Bullwhip effect
d) None
27. There are ______ kinds of e-SCM
a) Six
b) Seven
c) Five
d) Two
Group-B (2 marks)

1. E-CRM is the modern form of

(a) Customer Resource Management
(b) Commercial Resource Management
(c) Commercial Relationship Management
(d) Customer Relationship Management
2. CRM started as RM, where are RM stood for
(a) Relationship Management
(b) Relationship Marketing
(c) Resource Management
(d) Resource Marketing
3. When it comes to customer contact
(a) In CRM, Customer contact is face to face
(b) In CRM, emphasis is on the back end
(c) In CRM, individual personalization is not possible
(d) In CRM, system is designed for a single department
4. When it comes to system interface
(a) In CRM, Customer contact is face to face
(b) In CRM, emphasis is on the back end
(c) In CRM, individual personalization is not possible
(d) In CRM, system is designed for a single department
5. When it comes to customization and personalization of information
(a) In CRM, Customer contact is face to face
(b) In CRM, emphasis on the back end
(c) In CRM, individual personalization is not possible
(d) In CRM, system is designed for a single department
6. When it comes to system focus
(a) In CRM, Customer contact is face to face
(b) In CRM, emphasis is on the back end
(c) In CRM, individual personalization is not possible

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(d) In CRM, system is designed for a single department

7. When it comes to customer contact
(a) In E-CRM, Customer contact is through email, social media and
traditional methods
(b) In E-CRM, emphasis is on front end
(c) In E-CRM, individual personalization is possible
(d) In E-CRM, system is designed for the whole enterprise
8. When it comes to system interface
(a) In E-CRM, Customer contact is through email, social media and
traditional methods
(b) In E-CRM, emphasis is on front end
(c) In E-CRM, individual personalization is possible
(d) In E-CRM, system is designed for the whole enterprise
9. When it comes to system focus
(a) In E-CRM, Customer contact is through email, social media, and
traditional methods
(b) In E-CRM, emphasis is on front end
(c) In E-CRM, individual personalization is possible
(d) In E-CRM, system is designed for the whole enterprise
10. The full form of SFA a is
(a) Sales Force Automation
(b) Settled Financial Automation
(c) Settled Financial Account
(d) Sales Financial Account
11. Which of the following is not part of E-CRM life cycle?
(a) customer data about customer preference is collected
(b) Data collected are analysed
(c) No pattern is searched in the data
(d) Once the company knows the customer preference, they can fulfil it
12. Which of the following is not a type of E-CRM?
(a) Cloud solution
(b) Multiple servers solution
(c) V-CRM
(d) M-CRM
13. V-CRM stands for
(a) Value added CRM
(b) Virtual CRM
(c) Valuable CRM
(d) Viral CRM
14. Which of the following is not a functional component of E-CRM?

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(a) Foundational services

(b) Customer centred services
(c) Employee centred services
(d) Value added services
15. Which of the following is not a feature or module of SCM?
(a) Forecasting and planning
(b) Financial management
(c) Order management
(d) Inventory management
16. Competition in the 21st century is across________________ not individual
companies.
(a) Production Lines
(b) Supply Chains
(c) Human Resource
(d) Customer Contact
17. Modern______________ tools have advanced delivery efficiency in a
tremendous way.
(a) Production
(b) Marketing
(c) Transportation
(d) Procurement
18. The global rush toward ________________ is having a profound impact on
organizations in every industry.
(a) Finance
(b) Customers
(c) Production
(d) E-Commerce
19. There are different techniques to both initiate and build relationships with
techniques. What is the ‘customer life cycle’ though?
(a) Technique to encourage customers to increase their involvement with
an organization.
(b) The stages each customer will go through in a long-term relationship
with a supplier
(c) An approach to build an sustaining long term business with a customer
(d) All are correct
20. Using digital communications technologies to maximise sales to existing
customers and encourage continued usage on online services is known as:
(a) Mass customisation
(b) Personalization
(c) Electronic customer relationship management

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(d) None
21. By integrating customer databases with website, marketing can be improved
and the benefits of electronic customer relationship management (e-CRM)
then include
(a) Achieve mass customisation
(b) Targeting more cost-effectively
(c) Lower costs, increase depth, breadth, and nature of the relationship
(d) All the above options are correct
22. The three important phases of E-CRM are
(a) Technology, integration and process
(b) Technology, intimation and process
(c) Technology, information and presentation
(d) None
23. Technology phase of E-CRM refers to
(a) The automation of what had previously been handled manually,
including the customer database and customer communications.
(b) The automation related to customer communication only
(c) The automation process of maintaining customer database only
(d) All are correct
24. Integration phase of E-CRM is what
(a) Organisations start to direct their operations toward providing
customer satisfaction and create links between various operating
sections that share information and facilitate customer service.
(b) Organisations start to direct their operations toward providing
customer goods and services
(c) Organisations start to direct their operations toward providing
customer information about the goods and services
(d) None
25. Process phase of E-CRM is what
(a) Organisation is engaged in providing goods
(b) Organisations begin to restructure themselves around their customer
relationships, rating their efficiency on the degree of customer
satisfaction created
(c) Organisation start to direct their operations toward providing customer
information about the goods
(d) None
26. Analytical strategy of E-CRM solutions
(a) Helps to avoid redundant processes
(b) Helps the organization for maintaining long term customer relationship
(c) Is very effective in sharing the information

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27. Operational strategy of E-CRM solutions

(a) Helps to avoid redundant processes
(b) Helps the organisation for maintaining long term customer
relationship
(c) Is very effective in sharing the information
28. Customer centered services of E-CRM includes
(a) Services like website responsiveness, effectiveness, and order
fulfilment.
(b) Product configuration, order tracking, customisation, and security.
(c) Major services like online education and training, and online auctions
(d) All are correct
29. Foundational services of E-CRM includes
(a) Services like website responsiveness, effectiveness, and order
fulfilment.
(b) Product configuration, order tracking, customisation, security.
(c) Major services like online education and training, and online auctions.
(d) None
30. Value added services of E-CRM includes
(a) Services like website responsiveness, effectiveness, and order
fulfilment.
(b) Product configuration, order tracking, customisation, and security.
(c) Major services like online education and training, and online auctions
(d) All are correct
31. The feature of e-SCM which integrate all trading partners, customers and
suppliers is known as
(a) Aggregate planning
(b) Demand planning
(c) Collaborative planning
(d) None
32. The three important phases of E-CRM are
(a) Technology, integration and process
(b) Technology, intimation and process
(c) Technology, information and presentation
(d) None
33. Collaborative strategy of E-CRM solutions
(a) Helps to avoid redundant processes
(b) Helps the organisation for maintaining long term customer relationship
(c) Is very effective in sharing the information
34. Operational E-CRM involves

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(a) Actual contact with the customer through Electronic means such as an
online web form or fax
(b) Virtual contact with the customer
(c) Contact between seller and customer through electronic mass media
(d) None
35. Functional Components of E-CRM are
(i) Customer Cantered Service
(ii) Foundational Service
(iii) Value Added Service
(iv) Basic Service
a) (i), (ii), (iii) and (iv)
b) (i), (ii) and (iii)
c) (ii), (iii), and (iv)
d) (i)
36. Features of E-CRM are
(i) Entirely web-based
(ii) Customers are guided through a questionnaire to the most suitable choice
of products or service
(iii) E-commerce id guided towards the collection and the processing of users’
raw data to build a user profile
(iv) Building customer loyalty through customers satisfaction
(v) E-CRM leads to e-personalisation
a) (i), (ii), (iii) and (iv)
b) (iii), (ii), (iv) and (v)
c) (i), (ii), (iii), (iv) and (v)
d) (iii), (iv) and (v)
37. Features of Supply Chain Management are
(i) Processing Customers Requirement
(ii) Inventory Management
(iii) Purchase Order Processing
(iv) Supplier Relationship Management
(v) Warehouse Management
a) (i), (ii), (iii)
b) (i), (ii), (iv) and (v)
c) (i), (ii), (iii), (iv) and (v)
d) (iii), (ii), (vi) and (v)

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CHAPTER - 3
Enterprise Resource Planning (ERP)
ERP is a process of integrating and managing important part of a company’s
business. An ERP management Information System, which integrates human
resources, sales, planning marketing, purchasing and finance is implemented through
software most of the time.
Thus, ERP is an integrated software solution used to manage a company’s resources.

Features / characteristic of a good ERP system

1. Flexible
2. Modular & open
3. Comprehensive
4. Online connection with other ERP system
5. Best Business parties
6. Multi facilities
7. Strategic planning
8. Optimize the data
9. Project management
10. Automatic function

Benefits of ERP:
1. Competition
2. Efficiency
3. Cost savings
4. Integrated information
5. Collaboration
6. Productivity
7. Fore casting
8. Scalability
9. Stream lined process
10. Flexibility
11. Security
12. Reporting
13. Customer service
14. Mobility
15. Regulatory compliance

Levels of ERP

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Level / Tier 1: ERP is deployed in this level internet is not a must to use ERP because
data & ERP are installed on LAN. Important software is SAP. Oracle E-Business suite.
Level / Tier 2: Upgrade to ERP do net version. User can access ERP software using
“browser” such as Mozilla fire fox or Google chrome software are Microsoft
dynamics, Epicor.
Level / Tier 3: ERP dot net version used users can access ERP using browser &
internet connection anytime. Important software Quick books, Sage 50 etc.
Level / Tier 4: Could computing user can work from home “Internet” is a must.
Level / Tier 5: Optional in this level the shopping cart software is used that make easier
for buyers to actual buy or place orders online.

Modules of ERP
1. Inventory
a. Receive material
b. Send to quality control
c. Rejected material
d. Monitor rejected stock
e. Returned Rejected material to supplier
f. Send accept stocks to store
2. Purchase
3. Production planning & control
4. Sales & marketing
5. Finance
6. Human resource management

M.C.Q.
1. What is at the heart of any ERP system database?
2. What must a system do to quality as a true ERP solution be flexible?
3. In the 1990 ERP packages were targeted at the manufacturing industry.
4. ERP system is built on a centralized database utilizing a common computing
platform.
5. What does AHP stands for Analytical Hierarchy process.
6. MRP stands for Material Requirement planning.
7. Level 4 of ERP is cloud computing.
8. Who is the head in ERP Implementation team executive committee?
9. The full form of ERP is Enterprise resources planning.
10. IFRS is the International Accounting Standard.
12. The full form of IFRS is International Financial Reporting Standard.

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13. ISO 9000 is the International quality management standard.

14. The full form of SLA is Service level agreement.
15. SAAS stand for software-as-a-service.
16. The full form of KPI is Key performance indicators.
17. The full form of TCO is Total cost of ownership.
18. Full name of SAP is System applications & products in data processing.
19. The full form of SBU is Strategic business unit
20. The full form of QAS is Quality assurance servicer.
21. The full form of QBM is Query by mail.

Social commerce concept:

Social commerce is a very new concept but recently it has become a hugely popular
tool of e-commerce. Social commerce is port of e-commerce in social commerce online
buying and selling of products are affected by user’s contribution in social media. In
recent years, the impact of social commerce has spread very quickly. Even a few years
ago. we did not know about Facebook, Twitter, YouTube, etc.
Social media is the concept of word of mouth applied to e-commerce. Right
now, there are three social media sites that is owning the social commerce space,
Facebook, Twitter & Pinterest.

Multiple Choice Questions

Group-A (1 marks)

1. What is at the heart of an ERP system?

a) Information
b) Employees
c) Customers
d) Database
2. What must a system do to qualify as a true ERP solution?
a) Be flexible
b) Be modular and closed
c) Extend within the company
d) All of the above
3. Who are the primary users of ERP systems?
a) Sales, marketing, customer service
b) Accounting, finance, logistics, and production
c) Customers, resellers, partners, suppliers, and distributors
d) All of the above

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4. In the __________, ERP packages were targeted at the manufacturing

industry.
a) 1970’s
b) 1990’s
c) 1980’s
d) 1960’s
5. The ______________ should plan well and execute perfectly the
implementation of ERP.
a) Organisation
b) System developers
c) Vendors
d) Top management
6. Which is one of the most critical steps in the ERP implementation?
a) Creation of Organisational Model
b) Creation of Integrated Data Model
c) Creation of Business Model
d) Creation of Data Model
7. What is one of the key resources of every organisation, in today’s competitive
business environment?
a) Employee
b) Information
c) ERP
d) Database
8. When a customer needs to check the performance of the company before he
places an order, which Department has to be in a position to provide the
necessary information?
a) Production
b) Quality
c) Marketing
d) Finance
9. In an integrated data model, what gives a snapshot of the organisation at any
given time?
a) ERP
b) Database
c) Management
d) MIS
10. ERP system is built on _____________ a utilising a common computing
platform
a) Centralised database
b) Individual databases

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c) Modular databases
d) centralised layout
11. ERP vendors usually designed their systems around standard business
processes, based upon____________
a) Business standards
b) Global standards
c) Best business practices
d) Best profitable standards
12. ____________Maintains reports of warehouse supplies
a) ERP financial module
b) ERP inventory software module
c) ERP resource module
d) ERP verification module
13. What does AHP stands for?
a) Analytical Hierarchy Process
b) Analytical Hierarchy Part
c) Analytical Hierarchy Program
d) None
14. MRP stands for
a) Material Requirements Planning
b) Material Resource Planning
c) Master Resource Planning
d) None
15. Who is the head in ERP implementation team?
a) Engineer
b) Executive committee
c) Project manager
d) None
16. An ERP software seems like a central nervous system of an organization
a) True
b) False
17. A good ERP system supports mobile functionality
a) True
b) False
18. ERP is a very cheap software
a) True
b) False
19. Full form of BPCL is Bharat Petroleum Corporation limited
a) True
b) False

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20. There are no additional indirect costs due to ERP implementation

a) True
b) False
21. SAP is the biggest ERP legacy software vendor in the world.
a) True
b) False
22. Level 4 of ERP is
a) Cloud computing
b) Optional
c) ERP is deployed
d) None
Group-B (2 marks)

1. The full form of ERP is

a) Entrepreneurship Research Program
b) Enterprise Resource Planning
c) Enterprise Research Programme
d) Entrepreneurship Resource Planning
2. IFRS is the
a) International Foreign Trade Standard
b) International Accounting Standard
c) International Quality Management Standard
d) International Marketing Standard
3. The full form of SLA is
a) State Level Arrangements
b) Service Legal Agreements
c) State Legal Agreements
d) Service Level Agreements
4. The full form of IFRS is
a) Indian foreign resources standard
b) International foreign resources standard
c) Indian financial reporting standard
d) International financial reporting standard
5. Human resource management has come to be known recently as Human
Capital Management or HCM
a) True
b) False
6. The full form of KPI is
a) Knowledge Process Indexing
b) Knowledge Process Indicators

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c) Key Process Indicators

d) Key Performance Indicators
7. Gap detection is a part of
a) project establishment
b) Procedure development
c) Application software customization
d) Acceptance testing
8. ERP implementation starts with
a) Project establishment
b) Procedure development
c) Application software customization
d) Acceptance testing
9. ERP implementation ends with
a) end user training
b) Conference room trial
c) Data loading
d) Live trial
10. Which of the following describes an ERP system
a) ERP systems provider foundation for collaboration between
departments
b) ERP systems enable people in different business areas to communicate
c) ERP systems have been widely adopted in large organizations to store
critical knowledge used to make the decisions that right the
organisation’s performance
d) All of the above
11. Which of the following is a reason for ERPs explosive growth?
a) ERP is a logical solution to the mess of incompatible applications
b) ERP addresses the need for global information sharing and reporting
c) ERP is used to avoid the pain and expense of fixing legacy systems
d) All of the above
12. What are the primary business benefits of an ERP system?
a) Sales forecast, sales strategies, and marketing campaign
b) Market demand, resource and capacity constraints, and real-time
scheduling
c) Forecasting, planning, purchasing, material management,
warehousing, inventory, and distribution
d) All of the above
13. The sales and distribution modules of many ERP vendors, offer are
comprehensive set of best of its kind components for both ____________and
_____________ management

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a) Manufacturing, production
b) Sales, distribution
c) Planning, business
d) Order, logistics
14. The direct benefits of an ERP system include
a) Business integration, flexibility, improved customer goodwill, customer
satisfaction
b) Business integration, better analysis and planning capabilities,
flexibility, use of latest technology
c) Better analysis and planning capabilities, flexibility, use of latest
technology, customer satisfaction
d) Improved customer goodwill, customer satisfaction, use of latest
technology, flexibility.
15. Which is not the benefit of ERP?
a) Information Integration
b) Better Customer Satisfaction
c) Use of Latest Technology
d) Better Program Management
16. Which of the following is the potential of ERP?
a) Standardisation of system and process across the organisation
b) Cross functional relation
c) Business Networking System
d) None
17. As the process become more automated and efficient
a) It is best to treat ERP as an investment and not as cost-cutting
measure
b) It is best to treat ERP as an investment measure
c) It is best to treat ERP as both investment and as cost-cutting measure
d) None
18. Material Required Planning (MRP) utilises software application of scheduling
a) Production Management
b) Human Resource Management
c) Financial Management
d) Sales Management
19. Which is not the limitation of ERP?
a) Problem with customization
b) Long implementation time
c) Dependence on terminal
d) Transformation difficulty
20. ERP is suitable for

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a) Only small organisations

b) Only large organisations
c) Both small and large organisation
d) Only medium size organisation
21. Pre-evaluation screening and project planning are the
a) First and second phase of ERP implementation.
b) First and third phase of ERP implementation.
c) Second and third phase of ERP implementation
d) First and fourth phase of ERP implementation.
22. In cloud computing
a) Server computer is not needed but Internet is must
b) Server computer is needed and Internet is must
c) Server computer is needed but Internet is not must
d) Supercomputer is not needed but Internet is must
23. In the optional level of ERP ‘shopping cart software’ is used to
a) Make easier for buyers to actually buy or place orders, online.
b) Make easier for seller to actually sale, online.
c) Make easier for buyers to see the advertised product, online.
d) None
24. Business intelligence can be defined as the
a) Transformation of raw data for running business with intelligence.
b) Transformation of raw data into meaningful matrics reflective upon
historical, current and predictive business operations and
performance.
c) It refers to the use of intelligent managers for efficient running of
business.
d) None
25. ERP is often referred to as
a) Back-office software
b) Front office software
c) Software for customers management
d) None
26. SaaS stands for
a) Software-as-a-structure
b) Software-as-a-service
c) Software-as-a-secret
d) Software-as-a-supply
27. Project teams formation is part of
a) Project Establishment
b) Procedure Development

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c) Application Software Customization

d) Acceptance Testing
28. Establishment of Access Rights and Passwords is part of
a) end user training
b) Conference room trial
c) Data loading
d) Life trial
29. The full form of TCO is
a) Total Condition of Ownership
b) Total Cost of Ownership
c) Terms and Conditions of Ownership
d) Terms of Cost of Ownership
30. The following are Tier 1 ERP software
a) QuickBooks, sage 50
b) Microsoft Dynamics, Epicor
c) Excel, Access
d) SAP, Oracle e-business suite
31. The following are Tier 2 ERP software
a) QuickBooks, sage 50
b) Microsoft Dynamics, Epicor
c) Excel, Access
d) SAP, Oracle e-business suite
32. The following are Tier 3 ERP software
a) QuickBooks, sage 50
b) Microsoft Dynamics, Epicor
c) Excel, Access
d) SAP, Oracle e-business suite
33. Full name of SBU is
a) Social Business Unit
b) Social Bond Unit
c) Strategic Bond Unit
d) Strategic Business Unit
34. The full form of QBM is
a) Quality by Matrices
b) Quantity by Matrix
c) Query by Mail
d) Query by Matrices

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CHAPTER - 4
NEW TRENDS IN COMMERCE
Digital marketing
The marketing of products or service using digital channels to reach consumers. The
key objective is to promote brands through various forms of digital media such as m-
phone (SMS & MMS), social media marketing, display advertising, search engine etc.
Digital marketing objective should be “SMART”
S - Specific
M – Measurable
A – Achievable
R – Relevant
T – Time related

Digital marketing objectives

1. Increase sales
2. Improve conversion rate -> Keywords landing page location, etc.
3. % of return visitors -> Knowing how many visitors return
4. Organic Traffic volumes -> is natural traffic from search engine result page
5. Reduce bounce rate -> People who enter your site

Methods of Digital Marketing

1. Search engine optimization (SEO)
2. Pay per click advertising (PPC)
3. Public relations (PR)
4. Social media marketing.
5. Content marketing (SEO, PR & Social)
6. Affiliate marketing - Are like sales people that you pay on commission.
7. Viral marketing: Is amazing if you can get some content it could turn your business
into an overnight success.
8. Influencer marketing -New concept – striking a deal.

M. C. Q.
1. Social commerce is a subject of e- commerce& the use of social Network
2. The Air of social commerce is to increase brand equity, customer engagement,
traffic
3. Whose content dominate in social media users?
4. The category of social commerce is7 types
5. SEM stands for Search Engine Marketing

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6. Social commerce is relatively newly coined concept by Yahoo

7. The term social commerce was 1st wined in Nov.2005
8. Which page is the first page of a website homepage
9. Google is recognized as the search engine
10. Search engine data base selected by computer robot programs known as spiders
11. The language used for preparing web page is html.
12. Which class of online advertising method is unethical malware?
Multiple Choice Questions

Group-A (1 marks)

1. Social Commerce is
a) A sub-set of e-Commerce
b) The use of Social network
c) Both a and b
d) None
2. The aim of Social Commerce is to increase
a) Brand Equity
b) Customer engagement
c) Traffic
d) All
3. Who’s contain dominate in social media?
a) Users
b) Publisher
c) Editor
d) None
4. The category of social Commerce is
a) 6 types
b) 5 types
c) 7 types
d) None
5. Digital Marketing includes
a) E-mail ads
b) Promotional tweets
c) Search results ads
d) All
6. Digital marketing refers to that integrated marketing services which
a) Engage
b) Concert customer online
c) Attract
d) All
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7. All of the following are characteristics of a social network except

a) features shared social interaction
b) Involves a group of people
c) Always features shared goals and per poses
d) Common ties among members
8. Social Commerce is relatively newly coined concept be
a) Yahoo
b) Google
c) [Link]
d) Ready
9. The term Social Commerce was first coined in
a) November, 2005
b) December, 2006
c) December, 2008
d) November, 2009
10. In Social Media Advertising the initial step is
a) Social identity
b) Content strategy
c) Social campaigns
d) Community activation play
11. Which of the following is the method of Digital Marketing?
a) E-mail marketing
b) Peer-Peer
c) Social Media Options
d) All the above options
12. Which is the most important function of website?
a) Displaying information regarding contract
b) Capturing e-mail id of visitors
c) Providing download facilities
d) None
13. What is the best way to make money online ‘While you sleep’?
a) By having product on the website of the business house
b) By appointing door to door sales person
c) By advertising in the mass media
d) None
14. Which page is the first page of a website?
a) Domain
b) Web page
c) Homepage
d) None

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15. Google is recognize as the

a) Webpage
b) Domain
c) Search engine
d) Homepage
16. Which portal is the entry point to a specific market place for industry niche?
a) Horizontal portal
b) Vertical portal
c) Diagonal portal
d) None
17. Search engine database selected by computer robot program is known as
a) Search engine
b) Computer robot
c) Spiders
d) None
18. The language used for preparing webpage is
a) htnl
b) html
c) htlm
d) None
19. What is the name is the of an email that contain useless information?
a) Junk mail
b) Jurk mail
c) Spam
d) None
20. Which class of online advertising method is unethical?
a) Spam
b) Junk Advertising
c) Malware
d) Pop-up
21. Full form of SEM is
a) Semester
b) Single Economy Market
c) Search Engine Market
d) Search Engine Marketing
22. No technical error can ruin a digital marketing strategy.
a) True
b) False
23. The full form of ROI is
a) Return On Investment

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b) Run On Investment
c) Run On Interest
d) Return On Interest
24. Customer satisfaction and brand loyalty go hand in hand.
a) True
b) False
25. There are too many social networking sites to choose from.
a) True
b) False
26. Social media advertising does not have any hidden costs.
a) True
b) False
Group-B (2 marks)

1. The term social Commerce was first introduced by Yahoo in

a) December 2005
b) November 2005
c) December 2015
d) November 2015
2. Social Commerce is the concept of _______________ applied to e-commerce.
a) Human Resource Management
b) Word-of-mouth
c) Supply Chain Management
d) Supply Media Advertising
3. Digital marketing is also known as
a) Computer marketing
b) Social media marketing
c) Data driven marketing
d) Technological marketing
4. In Social Media Advertising, the first step is
a) Creating a Social Identity
b) Community Activation
c) Developing ah Content Strategy
d) Running a Social Media Campaign
5. In Social Media Advertising, the second step is
a) Creating a Social Identity
b) Community Activation
c) Developing ah Content Strategy
d) Running a Social Media Campaign
6. In Social Media Advertising, the third step is

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a) Creating a Social Identity

b) Community Activation
c) Developing ah Content Strategy
d) Running a Social Media Campaign
7. In Social Media Advertising, the fourth step is
a) Creating a Social Identity
b) Community Activation
c) Developing ah Content Strategy
d) Running a Social Media Campaign
8. Social Commerce is a sort of
a) Online Commerce composed of electronic Commerce and social
media which is designed to satisfy daily demands of consumers
b) Offline Commerce composed of electronic Commerce and social media
c) Online Commerce composed of electronic Commerce and social media
which is designed to satisfy daily demands of supplier
d) None
9. Social network driven sales under social Commerce refers to the fact when
a) Consumer has purchased a product because he has been referred to
via a newspaper, radio television
b) Consumer has purchased a product because he has been referred to
the site via a social media websites such as Facebook or Twitter
c) Consumer has purchased a product because he has been referred to by
word of mouth
d) None
10. Participatory Commerce under social Commerce refers to the fact when
a) buyers of products and services actively participate in providing
negative feedback to friends and others in the community
b) Buyers of products and services actively participate in selling such
products and services directly to friends and others in the community
c) Buyers of products and services actively participate in providing
feedback and recommendations to friends and others in the
community
d) None
11. SMART stands for
a) Specific, miserable, active, relevant and time related
b) Specific, measurable, achievable, relevant and time related
c) speedy, measurable, achievable, relevant and time relatable
d) None
12. Bounce rate in Social Commerce is defined as

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a) People who enter your site and leave rather than continue viewing
other pages
b) People who exit your site for ever
c) People who enter your site and continue viewing other pages
d) None
13. SEO is one of the
a) First and still strongest types of digital marketing
b) Last types of digital marketing
c) First and now the weakest type of digital marketing
d) None
14. Public relations (PR) is best suited for
a) service related business
b) established business
c) New businesses
d) None
15. Which methods of Digital Marketing includes all the best stuff of Search Engine
optimization, public relations and social media marketing
a) affiliate marketing
b) Content marketing
c) Influencer marketing
d) Viral marketing
16. Affiliate marketing of digital marketing is
a) where you do the marketing on your own
b) Where you site back and relax______ and let someone else do the
marketing for you
c) Where you do after sale service of marketing
d) None
17. The features of social Commerce are
i. Represents the integration of shopping and social media
ii. Social Commerce is a social network driven sales
iii. Social Commerce is actually platform from peer to peer sale that offer a
community based market place whereby individuals sale to one another
iv. Buyers of products and services actively participate in providing feedback
and recommendations to friends and others in the community
a) (i), (ii), (iii)
b) (i), (ii), (iii), (iv)
c) (i), (ii)
d) (ii), (iii), (iv)
18. Which is the best way to improve the website stickiness i.e. attracting visitors to
the website time and again?

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a) To collect huge number of email address of prospective customers

b) Offer large number of helpful information at free of cost
c) To go for aggressive advertising in the webpage of the organization
d) Making the website very attractive and interactive
19. Which is the characteristics of a firewall?
i. Block spam report
ii. Block all reports
iii. Detect those communications which are not approved
iv. Cannot those communications which are not approved
a) (i), (iii)
b) (ii), (iv)
c) (i), (iv)
d) (iii), (iv)
20. Spam refers to
a) Unwanted e-mail
b) Important e-mail
c) Visuals and reports in the website of the business
d) Advertisement about the products marketed online by a company
21. HTTP is used for
a) Providing security and privacy for the use of web page contents
b) Providing security and privacy for the use of email content
c) Providing security and privacy for the use of search engine
d) Providing security and privacy for the use of home page content
22. Dynamic website refers to
a) That website which does not change automatically based on certain
criteria but is changed by the user only
b) That website which changes automatically based on certain criteria or
is changed by the user
c) That website which only changes automatically based on certain
criteria
d) That website which can be changed by the user only
23. What does phish site mean?
a) site created to have sensitive information
b) Site created to display trustworthy information
c) Site created to acquire fraudulently sensitive information pretending
as trustworthy person
d) Site created to display valuable sensitive information
24. Which statement correctly denote the relationship between social and strategic
intelligence?
a) Social intelligence is more tactical than strategic intelligence

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b) Strategic intelligence is more tactical than social intelligence

c) social intelligence is also known as strategic intelligence
d) Social intelligence is same as strategic intelligence
25. Content marketing includes
a) All the best stuff of SEO, PR and Social Media Marketing, working in
harmony
b) All the best stuff of Social Media Marketing
c) All the stuff of Mass Media Marketing
d) All the best stuff of Viral Marketing
26. Participatory Commerce as a features of social Commerce refers to
a) Active participation of sellers in selling products or providing services
b) Active participation of customers in providing feedback and
commendations to friends and others in the community
c) Active participation of customers in purchasing goods and services
d) Participation of sellers in promotion of the products or services
27. Search engine optimisation refers to
a) Increase organic visitor traffic by achieving high search engine
rankings
b) Increase organic visitors traffic by achieving low search engine rankings
c) Increase organic visitors traffic by achieving moderate search engine
rankings
d) Increase organic visited traffic by achieving optimum search engine
rankings
28. Community Activation refers to
a) Understanding of the company of about the community development
programme
b) Understanding of the company of the importance of involving
community people
c) Understanding of the company of who their audiences are and what
those audiences expect from them
d) Understanding of the community about the company
29. In Social Media Advertising, Higher Conversion Rate means
a) Higher rate of conversion for rupees against Dollars
b) Higher rate of conversion from non-digital to digital
c) Higher rate of conversion from a satisfied customer to a repeat
customer
d) Higher rate of conversion from a visitor to a website to a consumer

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E-Commerce
GE 2.1 Chg.
C. U.- 2018
Group - A
Questions carrying Marks 1
Q1. Buying and selling information, products and services over internet-based
communication network is known as:
a) E-Business
b) E-Shopping
c) E-Commerce
d) All of these

Q2. E-Commerce creates ________ market place.

a) A Wholesale
b) A Retail
c) A Virtual
d) A Common

Q3. Which form of E-Commerce currently considered as the largest of all E-

Commerce revenue?
a) B2B
b) B2C
c) C2C
d) C2B

Q4. [Link] and [Link] are examples of:

a) Content provider
b) E-tailer
c) Transaction Broker
d) Postals

Q5. Which of the following is not an E-CRM activity?

a) Operational Activities
b) Analytical Activities
c) Technological Activities
d) Collaborative Activities

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Q6. The core objective of SCM is:

a) Meet the sellers need
b) Meet the consumers need
c) Earning profit
d) All of these

Q7. Which one of the following is an offline payment method?

a) Net Banking
b) Digital Wallet
c) Debit Card
d) Demand Draft

Q8. UPI stands for:

a) Unified Performance Index
b) Unified Payment Interface
c) United Payment Interface
d) Unified Public Interface

Q9. What does ERP stand for?

a) Enterprise Resource Planning
b) Enterprise Reverse Planning
c) Enterprise Resolution Planning
d) Enterprise Reform Planning

Q10. Which one is the most critical step in ERP implementation?

a) Gap Analysis
b) Evaluation and Selection of objectives
c) Training
d) Re-engineering
GROUP - B
Questions carrying Marks - 2
Q1. Which of the following is correct?
a) E-Business and E-Commerce are synonymous
b) E-Commerce is a subset of E-Business
c) E-Business is a subset of E-Commerce
d) E-Business and E-Commerce has got no relation

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Q2. Out of the following models which one represents E-Governance?

a) B2G
b) G2B
c) G2C
d) C2G

Q3. Transaction Broker means:

a) A Dual Agent
b) A Neutral Agent
c) An Agent of the buyer
d) An Agent of the seller

Q4. Customer retention within the framework of E-CRM means:

a) Approaching customers to attract towards the target group
b) Find out target customers
c) Encouraging customers to buy more and more
d) Approaching customers to buy further products by means of personalized web
based communication

Q5. In which type of E-CRM, feedback of customers' experience is emphasized?

a) Acquisitive E-CRM
b) Responsive E-CRM
c) Interactive E-CRM
d) Persuasive E-CRM

Q6. The SCM process integrates value chain combining customer relationship,
management and supplier relationship management into one system.
a) Front-end to Back-end
b) Back-end to Front-end
c) Back-end
d) Front-end

Q7. Which of the following refers to Core Banking Solution (CBS)?

a) It enables customer to operate his/her account and avail banking services only
from his/her branch of the bank on CBS network.
b) It enables customer to operate their account and avail banking services from any
branch of the bank on CBS network in the same locality.

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c) It enables customer to operate their account and avail banking services from any
branch of the bank on CBS network in spite of where the account is maintained.
d) It enables inter-connection of all branch offices of all banks within a country.

Q8. In Real Time Gross Settlement (RTGS), 'Real Time' refers to processing and
execution of instructions:
a) At the wish of the banker
b) At any later point
c) At the wish of the depositor
d) At the time they are received

Q9. ___________ is defined as any transfer of funds initiated through an electronic

terminal, telephonic instrument, computer or magnetic tape so as to order, instruct
or authorize a financial institution to debit or credit an account.
a) HTTP
b) EFT
c) MICR
d) IFSC

Q10. Out of the following which one is not the feature of ERP?
a) It is dependent on time and location
b) It creates the platform on which different departments can perform in unison.
c) It provides data and information out of a common database which is required for
all functional areas in real-time basis.
d) It eliminates conflicting departmental objectives and prevents the departments
from functioning in isolation.

Q11. The Human Resource Management module of any ERP platform offers a
comprehensive set of best of its kind components for both ___________ and
___________ management.
a) Promotion, Marketing
b) Warehousing, Billing
c) Personnel, Payroll
d) Component tracking, Warranty claims tracking

Q12. Identify the first and last phase of ERP implementation from the following:
a) Package evaluation, Practical operation
b) Project planning, Gap analysis

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c) Pre-evaluation screening, Process re-engineering

d) Pre-evaluation screening, Post implementation support

Q13. Social Commerce refers to:

a) A kind of E-Commerce that uses social networks to satisfy the needs of the
supplier.
b) A kind of E-Commerce that uses social networks to help the buying and selling of
goods and services.
c) A kind of E-Commerce which focuses on the buying and selling of goods and
services usually at macroeconomic scale
d) A kind offline commerce composed of E-Commerce and social media.

Q14. Which one of the following is not a method of Digital Marketing?

a) Social Media Marketing
b) Viral Marketing
c) Affiliate Marketing
d) Direct Marketing

Q15. It has changed the way we socialize, interact and shop. It refers to:
a) Digital Marketing
b) Social Commerce
c) Social Media
d) Online shopping
E-Commerce
GE 2.1 Chg.
C. U.-2019
Group- A
Questions carrying Marks-1
Q1. Which one of the following is viewed as "gateways" to the Internet?
a) Transaction Broker
b) E-tailor
c) Content Provider
d) Portals

Q2. Wholesaler to retailer transactions represents which model?

a) B2B
b) B2G
c) C2C

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d) C2B

Q3. With a common computing platform ERP system is built on a ___________.

a) Centralized layout
b) Centralized database
c) Individual database
d) Modular database

Q4. Out of the following which one is not a part of an ERP implementation?
a) Consultants
b) Employee
c) Customer
d) Vendor

Q5. The Strategic aspects of E-CRM are :

a) Analytical aspect
b) Operational aspect
c) Collaborative aspect
d) All of the above

Q6. Supply Chain Management (SCM) helps an enterprise in:

a) Reducing the time it takes to make a product available
b) Reducing the production costs
c) Increasing the production costs
d) All of the above.

Q7. By E-commerce we mean :

a) Commercial activities using computer only
b) Commerce which depends on electronics
c) Commerce which is based on electronic transactions using telecommunication
network
d) Commercial transactions of electronic goods.

Q8. Which one of the following is the key factor for faster growth of E-commerce?
a) Increase in mobile application
b) The Internet facility
c) The World Wide Web concept
d) Both (b) and (c)

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Q9. Which type of E-commerce deals with auction?

a) B2B
b) C2C
c) B2C
d) C2B

Q10. What is the full form of NEFT?

a) National Electronic Fund Transmission
b) National Electronic Fund Transfer
c)National Electronic Fund Terms
d) National Electronic Fund Treatment
GROUP - B
Questions carrying Marks 2
Q1. Referral stands for
a) A key E-CRM technique to follow up a customer when they abandon a shopping
cart to encourage them to buy.
b) A key E-CRM technique to tailor messages according to stated preferences or
observed buyer behavior.
c) A key E-CRM technique to encourage existing customers to recommend friends
and colleagues to purchase.
d) A key E-CRM technique of selling higher end version of the product than that of
the customer originally came to buy.

Q2. From the following which statement represents Supply Chain Management?
a) Streamlining of activities and processes involved in supplying goods and services to
the customers.
b) Streamlining of activities and processes involved in sourcing, procurement,
conversion and delivery of goods and services to the customers.
c) Streamlining of selection processes of right supplier from a wide variety of
suppliers.
d) Streamlining of all internal and external functions of supply of goods and services
of an organization.

Q3. E-Governance means :

a) Application of Information and Communication Technology for providing services
between business to customers.
b) Application of Information and communication Technology for delivering
government services and exchange of information.

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c) Application of information and communication technology for providing services

between customers to customers.
d) All of the above.

Q4. ERP system is for __________ and the cost of ERP ___________.
a) Entire organization; depends on the package
b) Major departments only; depends on the size
c) Marketing and sales; depends on the time period
d) Production department; depends on the number of employee.

Q5. Identify the full form of MRP and AHP

a) Master Resource Planning, Analytical Hierarchy Part
b) Material Resource Planning; Analytical Hierarchy Programme
c) Manufacturing Resource Planning, Analytical High Performance
d) Material Requirement Planning, Analytical Hierarchy Process

Q6. ____________ is a form of electronic commerce which uses __________ to

assist online buying and selling of products and services.
a) Mobile Commerce; mobile media
b) Virtual Commerce, virtual media
c) Electronic transaction; electronic media
d) Social commerce; Social media.

Q7. The most secure encryption technique used in present-day data transmission is
__________. It demands a ____________ trusted by everyone with whom secret key
can be shared.
a) Digital Wallet; Local Authority
b) Digital signature; Certificate Authority
c) Digital Encryption; Permanent Authority
d) Digital Payment; National Authority

Q8. Out of the following which service provided by National Payments corporation of
India (NPCI)?
a) United Payment System (UPS)
b) National Project House (NPH)
c) Aadhaar Payment Bridge System (APBS)
d) National Payment Switch(NPS)

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Q9. Out of the following statements which one is correct?

a) M-commerce is the next generation form of E- commerce.
b) E-commerce generally used for conducting business through electronic media.
c) E-promotion is the next generation from of E- commerce.
d) E-commerce is the next generation form of M- commerce

Q10. Which one of the following is not a type of B2B market place?
a) Buyer-oriented
b) Independent
c) Supplier-oriented
d) Dependent

Q11. Which of the following is not the limitation of Digital Marketing?

a) Digital Marketing has got a high set up cost for an attractive website layout.
b) Still there are many customers who are not aware of online facilities and go for
products on store rather than buying it digitally.
c) It allows marketer to have real item results relating to performance of the
campaign.
d) When it comes digital marketing one needs to be careful about fraudulent
activities and it is the prime challenge to prevent the hacking possibilities.

Q12. Which of the following is the advantage of advertisement in Social Media?

a) In case of advertisement in social media, customer service is not easily accessible.
b) It is the most cost-effective marketing tool in the present business scenario to
promote a brand in front of existing and potential buyer.
c) Advertisement in social media is considered as a slower process of promotion of
goods and services.
d) In case of advertisement in social media, user can post anything which may have
huge consequences for any business.

Q13. Identify the correct one from the following:

a) Electronic Data Interchange (EDI) technology and Electronic Funds transfer (EFT)
technology antedate the arrival of E-commerce.
b) Electronic Data Interchange (EDI) technology and Electronic Funds Transfer (EFT)
technology is introduced along with E-commerce.
c) Electronic Data Interchange (EDI) technology and Electronic Funds Transfer (EFT)
technology succeed the arrival of E-commerce.
d) None of the above.

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Q14. Out of the following which one represents persuasive E-CRM?

a) Which aims at acquiring new customers by leveraging the relationship with
existing customers.
b) Whereby enterprise uses knowledge about customers to convince them with
different offerings that fit their needs and meet their requirements more closely.
c) In which customers experience and interaction feedback are emphasized in terms
of integration and collaboration for the purpose of providing more customized
products or services.
d) Which involves regular communication with customers to develop closer customer
relation and to create a bond with customers by personalizing communication.

Q15. In today's highly competitive and fast paced market place, Supply Chain
Management module of an ERP offers a comprehensive set of components for both
_____________ and _____________ management.
a) Planning; strategic
b) Order; logistics
c) Manufacturing; distribution
d) Sales; distribution.
E-Commerce
GE 2.1 Chg.
C. U.- 2018
Group - A
Questions carrying Marks 1
Q1. Buying and selling information, products and services over internet-based
communication network is known as:
a) E-Business
b) E-Shopping
c) E-Commerce
d) All of these

Q2. E-Commerce creates ________ market place.

a) A Wholesale
b) A Retail
c) A Virtual
d) A Common

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Q3. Which form of E-Commerce currently considered as the largest of all E-

Commerce revenue?
a) B2B
b) B2C
c) C2C
d) C2B

Q4. [Link] and [Link] are examples of:

a) Content provider
b) E-tailer
c) Transaction Broker
d) Postals

Q5. Which of the following is not an E-CRM activity?

a) Operational Activities
b) Analytical Activities
c) Technological Activities
d) Collaborative Activities

Q6. The core objective of SCM is:

a) Meet the sellers need
b) Meet the consumers need
c) Earning profit
d) All of these

Q7. Which one of the following is an offline payment method?

a) Net Banking
b) Digital Wallet
c) Debit Card
d) Demand Draft

Q8. UPI stands for:

a) Unified Performance Index
b) Unified Payment Interface
c) United Payment Interface
d) Unified Public Interface

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Q9. What does ERP stand for?

a) Enterprise Resource Planning
b) Enterprise Reverse Planning
c) Enterprise Resolution Planning
d) Enterprise Reform Planning

Q10. Which one is the most critical step in ERP implementation?

a) Gap Analysis
b) Evaluation and Selection of objectives
c) Training
d) Re-engineering

GROUP - B
Questions carrying Marks - 2
Q1. Which of the following is correct?
a) E-Business and E-Commerce are synonymous
b) E-Commerce is a subset of E-Business
c) E-Business is a subset of E-Commerce
d) E-Business and E-Commerce has got no relation

Q2. Out of the following models which one represents E-Governance?

a) B2G
b) G2B
c) G2C
d) C2G

Q3. Transaction Broker means:

a) A Dual Agent
b) A Neutral Agent
c) An Agent of the buyer
d) An Agent of the seller

Q4. Customer retention within the framework of E-CRM means:

a) Approaching customers to attract towards the target group
b) Find out target customers
c) Encouraging customers to buy more and more
d) Approaching customers to buy further products by means of personalized web
based communication

58
 MATHUR SIR - 8777249775

Q5. In which type of E-CRM, feedback of customers' experience is emphasized?

a) Acquisitive E-CRM
b) Responsive E-CRM
c) Interactive E-CRM
d) Persuasive E-CRM

Q6. The SCM process integrates value chain combining customer relationship,
management and supplier relationship management into one system.
a) Front-end to Back-end
b) Back-end to Front-end
c) Back-end
d) Front-end

Q7. Which of the following refers to Core Banking Solution (CBS)?

a) It enables customer to operate his/her account and avail banking services only
from his/her branch of the bank on CBS network.
b) It enables customer to operate their account and avail banking services from any
branch of the bank on CBS network in the same locality.
c) It enables customer to operate their account and avail banking services from any
branch of the bank on CBS network in spite of where the account is maintained.
d) It enables inter-connection of all branch offices of all banks within a country.

Q8. In Real Time Gross Settlement (RTGS), 'Real Time' refers to processing and
execution of instructions:
a) At the wish of the banker
b) At any later point
c) At the wish of the depositor
d) At the time they are received

Q9. ___________ is defined as any transfer of funds initiated through an electronic

terminal, telephonic instrument, computer or magnetic tape so as to order, instruct
or authorize a financial institution to debit or credit an account.
a) HTTP
b) EFT
c) MICR
d) IFSC

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 MATHUR SIR - 8777249775

Q10. Out of the following which one is not the feature of ERP?
a) It is dependent on time and location
b) It creates the platform on which different departments can perform in unison.
c) It provides data and information out of a common database which is required for
all functional areas in real-time basis.
d) It eliminates conflicting departmental objectives and prevents the departments
from functioning in isolation.

Q11. The Human Resource Management module of any ERP platform offers a
comprehensive set of best of its kind components for both ___________ and
___________ management.
a) Promotion, Marketing
b) Warehousing, Billing
c) Personnel, Payroll
d) Component tracking, Warranty claims tracking

Q12. Identify the first and last phase of ERP implementation from the following:
a) Package evaluation, Practical operation
b) Project planning, Gap analysis
c) Pre-evaluation screening, Process re-engineering
d) Pre-evaluation screening, Post implementation support

Q13. Social Commerce refers to:

a) A kind of E-Commerce that uses social networks to satisfy the needs of the
supplier.
b) A kind of E-Commerce that uses social networks to help the buying and selling of
goods and services.
c) A kind of E-Commerce which focuses on the buying and selling of goods and
services usually at macroeconomic scale
d) A kind offline commerce composed of E-Commerce and social media.

Q14. Which one of the following is not a method of Digital Marketing?

a) Social Media Marketing
b) Viral Marketing
c) Affiliate Marketing
d) Direct Marketing

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 MATHUR SIR - 8777249775

Q15. It has changed the way we socialize, interact and shop. It refers to:
a) Digital Marketing
b) Social Commerce
c) Social Media
d) Online shopping

E-Commerce
GE 2.1 Chg.
C. U.-2019
Group- A
Questions carrying Marks-1
Q1. Which one of the following is viewed as "gateways" to the Internet?
a) Transaction Broker
b) E-tailor
c) Content Provider
d) Portals

Q2. Wholesaler to retailer transactions represents which model?

a) B2B
b) B2G
c) C2C
d) C2B

Q3. With a common computing platform ERP system is built on a ___________.

a) Centralized layout
b) Centralized database
c) Individual database
d) Modular database

Q4. Out of the following which one is not a part of an ERP implementation?
a) Consultants
b) Employee
c) Customer
d) Vendor

Q5. The Strategic aspects of E-CRM are :

a) Analytical aspect
b) Operational aspect

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c) Collaborative aspect
d) All of the above

Q6. Supply Chain Management (SCM) helps an enterprise in:

a) Reducing the time it takes to make a product available
b) Reducing the production costs
c) Increasing the production costs
d) All of the above.

Q7. By E-commerce we mean :

a) Commercial activities using computer only
b) Commerce which depends on electronics
c) Commerce which is based on electronic transactions using telecommunication
network
d) Commercial transactions of electronic goods.

Q8. Which one of the following is the key factor for faster growth of E-commerce?
a) Increase in mobile application
b) The Internet facility
c) The World Wide Web concept
d) Both (b) and (c)

Q9. Which type of E-commerce deals with auction?

a) B2B
b) C2C
c) B2C
d) C2B

Q10. What is the full form of NEFT?

a) National Electronic Fund Transmission
b) National Electronic Fund Transfer
c)National Electronic Fund Terms
d) National Electronic Fund Treatment

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GROUP - B
Questions carrying Marks 2
Q1. Referral stands for
a) A key E-CRM technique to follow up a customer when they abandon a shopping
cart to encourage them to buy.
b) A key E-CRM technique to tailor messages according to stated preferences or
observed buyer behavior.
c) A key E-CRM technique to encourage existing customers to recommend friends
and colleagues to purchase.
d) A key E-CRM technique of selling higher end version of the product than that of
the customer originally came to buy.

Q2. From the following which statement represents Supply Chain Management?
a) Streamlining of activities and processes involved in supplying goods and services to
the customers.
b) Streamlining of activities and processes involved in sourcing, procurement,
conversion and delivery of goods and services to the customers.
c) Streamlining of selection processes of right supplier from a wide variety of
suppliers.
d) Streamlining of all internal and external functions of supply of goods and services
of an organization.

Q3. E-Governance means :

a) Application of Information and Communication Technology for providing services
between business to customers.
b) Application of Information and communication Technology for delivering
government services and exchange of information.
c) Application of information and communication technology for providing services
between customers to customers.
d) All of the above.

Q4. ERP system is for __________ and the cost of ERP ___________.
a) Entire organization; depends on the package
b) Major departments only; depends on the size
c) Marketing and sales; depends on the time period
d) Production department; depends on the number of employee.

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Q5. Identify the full form of MRP and AHP

a) Master Resource Planning, Analytical Hierarchy Part
b) Material Resource Planning; Analytical Hierarchy Programme
c) Manufacturing Resource Planning, Analytical High Performance
d) Material Requirement Planning, Analytical Hierarchy Process

Q6. ____________ is a form of electronic commerce which uses __________ to

assist online buying and selling of products and services.
a) Mobile Commerce; mobile media
b) Virtual Commerce, virtual media
c) Electronic transaction; electronic media
d) Social commerce; Social media.

Q7. The most secure encryption technique used in present-day data transmission is
__________. It demands a ____________ trusted by everyone with whom secret key
can be shared.
a) Digital Wallet; Local Authority
b) Digital signature; Certificate Authority
c) Digital Encryption; Permanent Authority
d) Digital Payment; National Authority

Q8. Out of the following which service provided by National Payments corporation of
India (NPCI)?
a) United Payment System (UPS)
b) National Project House (NPH)
c) Aadhaar Payment Bridge System (APBS)
d) National Payment Switch(NPS)

Q9. Out of the following statements which one is correct?

a) M-commerce is the next generation form of E- commerce.
b) E-commerce generally used for conducting business through electronic media.
c) E-promotion is the next generation from of E- commerce.
d) E-commerce is the next generation form of M- commerce

Q10. Which one of the following is not a type of B2B market place?
a) Buyer-oriented
b) Independent
c) Supplier-oriented

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d) Dependent

Q11. Which of the following is not the limitation of Digital Marketing?

a) Digital Marketing has got a high set up cost for an attractive website layout.
b) Still there are many customers who are not aware of online facilities and go for
products on store rather than buying it digitally.
c) It allows marketer to have real item results relating to performance of the
campaign.
d) When it comes digital marketing one needs to be careful about fraudulent
activities and it is the prime challenge to prevent the hacking possibilities.

Q12. Which of the following is the advantage of advertisement in Social Media?

a) In case of advertisement in social media, customer service is not easily accessible.
b) It is the most cost-effective marketing tool in the present business scenario to
promote a brand in front of existing and potential buyer.
c) Advertisement in social media is considered as a slower process of promotion of
goods and services.
d) In case of advertisement in social media, user can post anything which may have
huge consequences for any business.

Q13. Identify the correct one from the following:

a) Electronic Data Interchange (EDI) technology and Electronic Funds transfer (EFT)
technology antedate the arrival of E-commerce.
b) Electronic Data Interchange (EDI) technology and Electronic Funds Transfer (EFT)
technology is introduced along with E-commerce.
c) Electronic Data Interchange (EDI) technology and Electronic Funds Transfer (EFT)
technology succeed the arrival of E-commerce.
d) None of the above.

Q14. Out of the following which one represents persuasive E-CRM?

a) Which aims at acquiring new customers by leveraging the relationship with
existing customers.
b) Whereby enterprise uses knowledge about customers to convince them with
different offerings that fit their needs and meet their requirements more closely.
c) In which customers experience and interaction feedback are emphasized in terms
of integration and collaboration for the purpose of providing more customized
products or services.

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d) Which involves regular communication with customers to develop closer customer

relation and to create a bond with customers by personalizing communication.

Q15. In today's highly competitive and fast paced market place, Supply Chain
Management module of an ERP offers a comprehensive set of components for both
_____________ and _____________ management.
a) Planning; strategic
b) Order; logistics
c) Manufacturing; distribution
d) Sales; distribution.

E-Commerce
GE 2.1 Chg.
C. U.-2020 - 21
Group- A
(Each question carries 2 marks)
Answer any five questions. 2×5
Q1. Find out the correct statement out of the following options:
(a) E-Commerce and E-Business has got no relation.
(b) E-Business and E-Commerce are synonymous.
(c) E-Business is a subset of E-Commerce.
(d) E-Commerce is a subset of E-Business.

Q2. Which model of E-Commerce currently covers the largest size of E-Commerce revenues
over other models?
(a) B2B (b) C2C (c) B2C (d) C2B.

Q3. In the arena of E-Commerce activities, building and sustaining long-term relationship
with customers is the aim of:
(a) Customer Retailing Management
(b) Electronic Customer Relationship Management
(c) Customer Relationship Management
(d) Customer Resource Management

Q4. Out of the following which is not a feature of Supply Chain Management?
(a) Inventory Management
(b) Logistic Management
(c) Integration of different marketing & other services
(d) Procurement Management

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Q5. Out of the following, for which card one has to made advance payment?
(a) Gold Card (b) Debit Card (c) Credit Card (d) Smart Card.

Q6. __________ is a software-based system that securely stores users’ payment information
and passwords for numerous payment methods.
(a) ATM (b) E-Cheque (c) Digital Wallet (d) Credit Card.

Q7. Which one of the following is not falls under the ERP Human Resource Management
Module?
(a) Segment Management (b) Human Resource Information System
(c) Training and Event Management (d) Payroll Accounting.

Q8. What is ‘Social Media Optimization’?

(a) Creating content which easily creates publicity in a social media
(b) Hiring people to create content for social media
(c) Writing clear content
(d) Creating short content which is easily indexed.

Q9. IMPS stands for

(a) Important Payment Services (b) Immediate Payment Services
(c) Institutional Payment Services (d) Integrated Payment Services.

Q10. Web 2.0 refers to

(a) Wide Area Network (b) World Wide Web
(c) Wide Wide Web (d) World Wide Network.

Group – B
(Each question carries 3 marks)
Answer any ten questions. 3x10
Q11. In respect of area of application, which one is correct?
(a) E-Business only covers business transactions such as buying and selling of goods and
services over the internet.
(b) M-Commerce is said to be the next generation wireless E-Commerce that needs no wire
and plug-in-devices.
(c) E-Advertising is said to be the next generation E-Commerce that needs no wire and plug-
in-devices.
(d) Mass Media is said to be the next generation E-Commerce that needs no wire and plug-
in-devices.

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Q12. _____________ allows a business application on the computer of one organization to

communicate directly with the business application on the computer of another company.
(a) EDI (b) Protocols (c) Standards (d) Business applications.

Q13. B to G E-Commerce model refers to

(a) any business organization that sells its goods or services to customers over internet.
(b) any business organization that sells its goods and services to Government over internet.
(c) the communication and transaction between business and Government over internet.
(d) any business organization that sells its goods and services to other business organization

Q14. In E-Commerce activities buyer-seller relationship characterized by a close co-

operative relationship where the seller adopts to meet the customer’s needs without
expecting much adaptation or change on the part of the customer in exchange is referred
to:
(a) Buyer-Seller relationship is transactional (b) Customer is the King
(c) Seller is the King (d) None of these.

Q15. The retaintion of customer is an essential strategy in E-CRM because

(i) Existing customers generally induce others to buy products from the same digital shop
where from they brought for their own.
(ii) Loyal customers are comparatively high price sensitive.
(iii) Cost of winning a new customer in six times more than retaining an existing customer.
(iv) A strong relationship with the existing customer throughout customers’ life cycle makes
customer comparatively less disagreeing.
(a) (i), (iii) & (iv) (b) (i), (ii) & (iii)
(c) (ii), (iii) & (iv) (d) (i), (ii) & (iv)

Q16. Customer acquisition in E-CRM means

(a) Identifying the appropriate customer to target.
(b) Encouraging customer to purchase further products through personalised web and e-
mail communications.
(c) Attracting customers in the target profile to your portal and encouraging them to click
the button ‘Buy’.
(d) Pursuing customers to purchase more expensive products which is also available in the
same category.

Q17. Supply Chain Management (SCM) is the process of

(a) SCM accommodates only planning of all activities involved in supply of goods only.
(b) SCM accommodates the planning and management of all activities involved in sourcing,
procurement, conversion and logistics.

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(c) SCM accommodates only planning and management of all activities involved in supply of
goods and services.
(d) None of the above.

Q18. What does NEFT and NCPI stands for?

(a) National Electronic Fund Transmission; National Payment Company of India.
(b) National Electronic Fund Transfer; National Payments Corporation of India.
(c) National Electronic Fund Transaction; National Payment Co-operative of India.
(d) National Electronic Fund Terms; National Payment Co-operation of India.

Q19. A digital signature is ____________.

(a) Bit string giving identity of a correspondent
(b) Unique identification of a sender
(c) An authentication of an electronic record by tying it uniquely to a key only a sender
knows
(d) An encrypted signature of a sender.

Q20. E-Cash means

(a) To transfer money between different parties over a network
(b) To transfer cheque between different parties over a network
(c) To credit money between different parties over a network
(d) To credit cheque between different parties over a network.

Q21. ____________ integrates all the functional areas and operations. ____________ is not
just a mere transfer of information across an organization but a total transformation with
everyone contributing their best.
(a) Enterprise Resource Planning (ERP); Management Information System (MIS)
(b) Enterprise Resource Planning (ERP); Total Quality Management (TQM)
(c) Enterprise Resource Planning (ERP); Computer Integrated Manufacturing (CIM)
(d) Enterprise Resource Planning (ERP); Enterprise Resource Planning (ERP).

Q22. Which of the following statement is false?

(a) ERP systems implementation is a complex organizational activity.
(b) ERP systems are set to proliferate locally.
(c) ERP systems implementation requires strong project management oversight.
(d) ERP systems provide improved and added functionality for an organization.

Q23. The ___________ and ___________ manage the supplier relation, monitor the vendor
activities and the supplier quality in an organization.
(a) Supplier maintenance; Customization processes
(b) Supplier management; Control processes

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(c) Supplier maintenance; Control processes

(d) Supplier management; Customization processes.

Q24. Each ERP software module corresponds to a major —

(a) functional areas of the organisation (b) problems of the organisation
(c) purchases of the organisation (d) deficiencies of the organisation.

Q25. The downstream part of the supply chain includes all the activities involved in
(a) reaching to the origin of the material.
(b) in-house processing of inputs.
(c) after-sale services.
(d) delivering products to final consumers

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CHAPTER - 1
BASICS OF COMMUNICATION
Importance of Communication in Management
Management leverages communication skills and decision making to keep production and
services in effect. An effective leader will be able to make critical decision to communicate
instructions. Inspire motivation and increase moral. An effective & sound communication
provides the following advantages:

Elements of Communication
The different elements of communication process is discuss below:
1. Sender (Source): The sender is the person, group of organization which initiates the
communication process.
2. Message: Message is the physical form in which an idea is expressed.
3. Encoding: Encoding is the process by which the message is translated in to symbols
which can be transmitted.
4. Channel (Media): Channels mean the medium or mode which carries the message to the
receiver.
5. Receiver
6. Decoding
7. Response
8. Feedback
9. Noise

Important of Communication
10. Facilitates sound planning: Communication facilities planning by providing information
as is needed by the planners of the organization.
11. Facilitates organizing function: Communication facilities organizing function of the
management by providing information about the duties, responsibilities, authority
positions and jobs
12. Facilitates co-ordination: Co-ordination of various efforts becomes easy if
communication is effective.
13. Facilitates decision making: Communication helps the management in arriving at vital
decision. Effective communication helps in implementing the decision of the
management.
14. Creates interpersonal relations: Communication help in improving relationship between
the superior and his sub-ordinates by providing clear and accurate information timely.
15. Creates mutual trust and confidence
16. Facilitates directing function
17. Ensure democratic management
18. Facilitates controlling function
19. Improves public relations

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Principle of Effective Communication

1. Clarity of massage
2. Unbiasness = free from personal prejudices.
3. Reciprocal communication = two-way communication
4. Consistency = believes to be true and proper
5. Speed
6. Correct channel
7. Accuracy, safety, flexibility, feedback
Barriers to Communication
External barriers Organizational Personal barriers
barriers
Semantic barriers External Barriers in Barriers in Others
barriers superior sub-
ordinates

i) Badly expressed i) Premature i)Organizational i) Attitude of i)Unwillingne i) Culture

message evaluation policy the superior ss to
ii) Lack of
communicate
ii) Faulty translation ii) In ii)Organizationa ii) Ignoring proper
attention l rules & communication ii) Lack of incentive
iii) Unclarified
regulations proper
communication iii) Failure to iii) Lack of time
incentive
communicat iii) Complexity
iv) Technical iv) Lack of
e in organization
language awareness
structure

iv) Status
relationship

Semantic barriers: →The same words/ symbol may carry different people. It is very common
that different people interpret the same message differently.
Cultural barriers: → Cultural difference give rise to culture barriers in the communication like
India there exist culture differences among people belonging to different states the norms of
social interaction vary greatly in different culture.

Meaning of Communication / Define Communication

Answer: Communication is an exchange of ideas, facts, opinion, information, understanding,
feeling and emotion between two or more persons. It is systematic & continuous process of
telling, listening, and understanding, communication is the essence of management.
Communication is the life blood modern business and industry.

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Meaning of Business Communication

Answer: Business communication refers to the process sharing or exchanging information
between two or more than two people both within and outside the organization in order to
have mutual understanding for the commercial benefit of the organization. Ex:
communication with debtors, creditor’s insider& outsider, banker etc.

Discuss the Process of Communication with Diagram

Answer: The communication starts when the sender has a message to communicate to some
other person known as receiver. Information which is transferred to the receiver has to be
interpreted. Interpretation is known as decoding. The process of replying is known as
feedback.
Diagram:
Sender has an idea
↓
Sender encodes idea
↓
Sender transmits message
↓
Channel & medium
↓
Receive gets message
↓
Receiver codes message
↓
Receiver sends feedback

Encoding: This step consists of converting the idea or message into symbols, pictures or action
for transmission.
Decoding: In this step, this message received is decode to understand it. The message
received is analyzed and interpreted so that it is correctly understood.

Seven Cs of Effective Communication:

The message is said to be effective when the receiver understand the same meaning that
the sender had intended to convey, for any communication in business in order to be
effective it must have seven qualities. These seven attributes are called seven Cs of effective
business communication. All these attributes start with the alphabet ‘c’ so are called seven
Cs.
i. Correctness: Implies using the right language, correct use of grammar, spelling and
punctuation and accuracy is stating facts and figures.
ii. Clarity: Demands the usage of simple language and easy sentence structure while
composing the message.

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iii. Conciseness: A concise message saves time as well as cost of both the sender and receiver.
It underlines and highlights the main message since it avoids using excessive and needless
words.
iv. Completeness: The message must bear all the necessary information to bring response
that the sender desires. The sender should answer all the questions with facts and figures
v. Consideration: In communication means understanding the human nature. It demands to
put one self in the place of the receiver while composing a message.
vi. Concreteness: Facts and figures being presented in the message should be specific
concreteness reinforces confidence of the sender of the message.
vii. Courtesy: Means valuing the felling of the receiver. The sender of the message should
sincerely be polite. In business almost everything starts & ends in courtesy.

Models of Business Communication

1. Simple model -> Sender meaning endorse -> Channel message -> Receiver decode meaning
2. Aristotle model (rhetorical model) ->Sender -> Message ->Receiver
3. Shannon & weaver model -> Message -> Transmitter -> Signal -> Recipient -> Final
destination
4. Berol’s model or SMCR model -> Source (knowledge) -> Message (content) -> Channel
(seeing) -> Receiver (communication skill)

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CHAPTER - 2
TOOLS OF COMMUNICATION
Emergence of Communication Technology (Origin):
This era is very competitive one. Where technology brings time saving factor today’s business
totally dependent on communication. Hence technology plays a very vital factor
communication technology is the transmission of message through use of modern tools and
equipment’s by which information is generated collected, stored, proceeds and distributed.

According to Alvin Toffler: “NO” nation can operate a 21st century economy without a 21st
century electronic infrastructure, embracing computers, data communication and other
new media.
Ex – FAX, E-mail, Video-conferencing etc. modern trend has replaced letter writing with e-
mailing.

Objectives of Emergence of Communication Technology

With the growth of civilization and business the technology of the transmission of message
and feedback the sender and the receiver have grown at a fast pace especially during the last
hundred years. Therefore, emergence of communication technology has more objects, which
are:
1. To change of old communication system.
2. To present practical information.
3. To have universal culture.
4. To widen the area of operation.
5. To have qualitative improvement.
6. To assist management.

Reasons for Emergence of Communication Technology

i. Reduction of time for business transactions.
ii. New market.
iii. Inventory control (to use JIT = Just-in-time-inventor)
iv. Global programs.
v. Expansion of customer base.
vi. Reduction of error.

Benefit of Communication Tools.

There has been a revolution in the communication tools over the decade’s communication
tools have. Now became essential for any time of organization. (i.e., big or small) The benefit
of communication tools are as under:
i. Ease in getting feedback: Modern communication tools, like mobile or video
conferencing, enable in getting instant feedback, which was much difficult to obtain in case
of letters, notice, circular etc.

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ii. Attainment of time economy: The use of modern communication tools, such as mobile, E-
mail, FAX, saves the time of both the sender and the receiver.
iii. Rapid transmission of message to distant location: Modern tools have made it very easy
to transmit message to distant places, no matter where it is location in the world.
iv. Ensuring confidentially: It helps in securing information that is supposed to be kept
private.
v. Increasing efficiency and productivity: Faster communication helps in improving the
efficiency and productivity of employees. Modern tools make the communication an easy task
and help them in exchanging information quickly.

Modern Forms (Tools) of Communication

People in business have always been looking for better means of communication. There are
different types of modern technology. They are:
1. E-mail.
2. Fax.
3. Video-conferencing.
4. SMS (short message services)
5. Cloud computing.
6. Book reader.
7. Internet
8. Mobile phone
9. Computer
10. Laptop
11. CCTV (Close Circuit Television)

E-mail: E-mail is a fast and efficient method to exchange of message between two or more
persons. E-mail can be defined as the exchange of messages through a computer network.
The message to be sent through e-mail is typed on the computer and is transmitted on the
internet address (i.e., website) of the receiver. It is a latest device to send and receive written
message anywhere in the world with the help of internet.

Advantage of E-mail
1. Speed: The main advantage of e-mail is that message can be transmitted very quickly.
2. Auditing: Even the simple e-mail system provides a number of a features that allow to users
to audit their message. It provides date and time of transmission of the message.
[Link] copies: When a particular message is to be send to numerous persons, it is not
necessary to send the message to each person individually.
[Link] sharing: E-mail message can be used to transmit data files to other persons, it is not
necessary but mailing list containing the e-mail address of all such person is used for this
purpose.
[Link] cost: It cost is very lower than formal communication tools.

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[Link] saving: It provides the advantage of storage of message in the money. As a result, it
saves the sender’s time wasted in telephone talk.

Disadvantage /Demerits
1. Regular checking: The message could lie there for days if the person does not check the e-
mail regularly.
2. Security problem: Issue of confidentiality and security pose the greatest problem.
3. Technical problem: Sending or receiving message through e-mail requires some technical
Knowledge about e-mail hardware and software. Therefore, no vice user cannot send.
[Link] problem
6. Computer based
7. Computer ID & address

FAX: Fax is a mechanical device used for transmitting drawings, sketches, diagram etc. from
one office of the business to its other office situated at a distant place. It is also used for
quick and easy transmission of written message from one office to another.
The machine scans the page and makes an electronic representation of the text and
graphics.

Advantage of FAX
1. Quick exchange
2. Exact photocopy
3. Time saving
4. Evidence
5. Auto paper cutter

Disadvantage of FAX
1. Not confidential
2. Not clear
3. Incremental cost
4. Photo only
5. Traditional: As the percentage of computer where-mail technology produces a dozen
of page a single or two pages of fax is still being transmitted at a time.
6. Quick a photocopy of image to return

Video Conferencing: Video conferencing allows people at different location to see and hear
each other at the same time, it is fully interactive and almost like face-to-face meeting. In
other words, video conference system enables people at different place can discuss certain
issues of common interest. This method of communication is very effective for executives,
political leader, consultants etc. with the help of this facility.

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Advantages / Merits of Video-Conference

1. Face to face communication
2. Building relationship
3. Time and cost saving
4. Global office
5. Improve appeal& retention: Including diverse media like video and audio clips graphics,
animation for demonstration.

Disadvantages/ Demerits of Video-Conferencing

1. High cost of equipment.
2. Impossible in case of any negotiation.
3. Uncomfortable.
4. Complex technology.

Explain Whatsapp: Whatsapp is a free to download messenger application for smart phones
whatsapp user the internet to send message, image, video or audio. The service is very similar
to text messaging services, however because whatsapp user the internet to send message the
cost of using whatsapp is costly them SMS. (C.U. 2017)

Mention 4 Audio-Visual Tools of Communication. (C. U. 2015)

Sol. i) Television – Telephone system ii) Television
iii) Projection iv) Computers

The Steps Involved in Sending E-mail

i. Connect to the internet and start an internet browser (such as Google chrome, Mozilla
etc.)
ii. Visit the website where you have created your e-mail ID (i.e. [Link];
[Link] etc.)
iii. Compose a new mail & write the e-mail ID of the receiver.
iv. Click on the “send” option.

What is the CCTV? (Close Circuit Television)

Answer: CCTV is a security device used for video surveillance. CCTV is combination of
surveillance cameras. Multiple TV monitors and a centralized control unit. CCTV commonly
used for a variety of purpose i.e.
i. Maintaining perimeter security.
ii. Monitoring traffic.
iii. Obtaining a visual record of human activity.

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CHAPTER - 3
TYPE OF COMMUNICATION
No organization can function satisfactorily or achieves its goal without effective
communication that operates both internally & externally. Internal communication may be
divided into four categories:
Categories
1. Based on organization structure
i. Formal communication.
ii. Informal communication or grapevine communication.
2. Based on flow of direction
i. Upward communication / bottom up.
ii. Downward communication / top down.
iii. Horizontal communication / lateral.
iv. Diagonal communication / crosswise.
3. Based on way of transmission
i. One way communication.
ii. Two-way communication.
4. Based on media
i. Verbal communication.
a. Oral communication.
b. Written communication.
ii. Non-verbal communication.

Formal Communication:
Formal communication is system designed by management to channelize the flow of
communication along formal organization structure. It refers to official communication which
follows the chain of command. Examples- manuals reports, orders etc.

Advantages/ Merits of formal Communication

1) Ensure accountability.
2) Develop relationship.
3) Validity.
4) Uniformity.

Disadvantage/ Demerits of formal Communication

1) More workload.
2) Communication gap.
3) Reduced accuracy.
4) Unnecessary harassment.

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Informal / Grapevine Communication

The communication which does not follow any predefined channel for the transmission of
information is known as informal communication. The network of informal communication is
also known as ‘grapevine’ because the origin and the direction of such communication cannot
be traced easily.

Advantage/ Merits:
1) Speedy transmission.
2) Feedback value.
3) Support to another channel.
4) Satisfaction.
5) Social entity.

Disadvantage:
i. Less credible.
ii. Incomplete information.
iii. Distortions.
iv. Counter product.

Types of Information / Grapevine Chains:

Keith Davis has identified its type of grapevine chains:
1) Single strand chain: In this type of chain ‘x’ tells something to ‘y’ who tells it to ‘z’ and so
it goes down the line.
2) Gossip chain: In it one person speaks out and tells everyone the information he or she
has obtained. This chain is often used when information(message) regarding an
interesting but ‘Non-job related’ nature is being conveyed.
3) Probability chain: In it individual are indifferent to the person to whom they are passing
some information. In this network, one person tells randomly with other individual and
those individuals tell other as random.
4) Cluster chain: in this type of one person will communicate with any those people whom
he trusted.

Different Between Formal & Informal Communication

Basic of different Formal communication Informal communication
1. Type It is written communication. It is an oral and gestural communication.
2. Speed Slow. Very fast.
3. Reliability More reliable than informal Comparatively less reliable.
communication.
4. Another name Official communication. Grapevine communication.
5. Time taken Time consuming process. Lesser time taken.

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Downward/ Top-Down Communication

The communication in which the flow of information goes from superior (top level) to sub-
ordinates.
Advantage:
i. It helps to explain to the sub-ordinates the organizational plane, policies, programs etc.
ii. It helps to convey to the sub-ordinates the expectation of management from them.
iii. It Acts as a means to control the activities of the sub-ordinates with active feedback.
Disadvantage:
i. Dilution: -Quite often the communication organization at the highest level gets diluted on
the way to the lower levels
ii. Delay
iii. Co-ordination
iv. Resistance.
v. Fettering.

Upward/ Bottom-up Communication

The communication in which the flow of information goes from subordinates to the
superior.
Advantage/ Merit/ Objective:
1. Creates insight into behavioral problems
2. Creates confidence and trust: - It creates mutual confidence and trust among executives
and employees.
3. Enhance learning and excellence.
4. Total quality management.
Disadvantage:
1. Delays and distortions.
2. By passing.
3. Poor listening.
4. Hesitation of employees.
5. Psychological

Horizontal/ Lateral Communication

The communication between two employees of different departments working at the same
level. Horizontal communication is one at the best method of co-ordination between equals.
Advantage/ Merits:
1) It provides co-ordinations among various departmental managers or individual.
2) It promotes the social relations along the employees of the organization.
3) It reduces the conflicts among the employees or workers.
4) Information is exchange smoothly between the various departments
Disadvantage/ Demerits:

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1. Sometimes employees at the same level insecure in the environment of competition

among themselves. So, it may be possible, they do not communicate with open heart and
broad mind.
2. Lack of motivation among employees to work and co-operate with other employees may
be one of the major problem of communications,

Diagonal/ Crosswise Communication

The communications between the employee of two different departments or divisions
working at different levels called diagonal communication.
Advantages:
1. Harmonization: It serves the important purpose of communication through informal
meeting lunch meeting etc.
2. Feasible: This is important for operational efficiency and emergency situations. As we
know not all communication take place strictly downward or upward
3. Confidence improving: By providing opportunities to lower-level worker’s to interact with
managers in informal meeting it helps to boost their moral and further communication to
the organization.
Disadvantage:
1. Panic of violation: The superior may feel that his subordinate has been given under
importance and that he has been by passed.
2. Hesitance to compliance: The superior may not implement the suggestions as he has not
been consulted.
3. Chaos: The lack of accepted procedures may lead internal chaos and external bitterness.

One way Communication:

In one way communication, there is no feedback from the receiver to sender. The news
reader reading news on TV or radio, the speaker reading out a pre-planned message to the
audience etc.
The success of one-way communication depends upon the speaker’s inferential ability and
receiver listening skill.

Two-way Communication
In two ways communication there is active feedback from the receiver to the sender. Here
the receiver has understood the same meaning which the sender intended to convey. This
form of communication being allows better mutual understanding.

Verbal Communication:
Verbal communication is communication through speaker or written words. Verbal
communication is made by spoken words through face to face or through electronically
device such as phone, teleconferencing etc. in other words; the communication in which the

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sender or the communication uses words to transmit the message to the receiver is called
verbal communication.

Non-Verbal Communication:
The communication that takes place between sender and receiver with the use of sign or body
language or non-verbal communication means transmission of meaning other than oral or
written words. This communication can be through facial expression, eye contact, smile, body
language etc.

Oral Communication:
When communication is made by spoken words through face to face or through any electrical
device such as phone, teleconferencing etc. it is called oral communication.
It is basically in the forms of speech and listening. It is found useful where a detailed
explanation of a message is required. It is a flexible method of communication, where the
message can be changed to suit needs of the receiver.
Difference between Verbal Communication & Non-Verbal Communication:
Basic of Verbal Communication Non-Verbal Communication
Comparison.
1. Definition It means transmission of The communication that takes
meaning through oral or place between sender & receiver
written words. with the use of sign or body
language.
It is based on face to face, It is based on facial expression, eye
2. Media (medium) phone or teleconferencing contract, smile etc.
etc.

3. Period Short- or long-term period. Short term period only.

It is both formal & informal It is a verbal way of

4. Class way of communication. communication.

It is built up human relation. It did not build up individual

[Link] relations.

Corporate Communication
Definition: Corporate communication is the process of exchanging information among
individuals in the different organizational levels of any corporate organization so as to bring
about coordinated and integration among different departments by way of mutual
understanding for smooth flow of message, ideas, opinions and information.

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Importance of Corporate Communication

Corporate Communication is exceptionally important for smooth functional of business as
well as performing all managerial functions. The importance of corporate communication is
discuss below:
1. Smooth functioning
2. Co-ordination
3. Control
4. Motivation
5. Evolution process
6. Human relations aspect
7. Public relations
8. Total quality management

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CHAPTER - 4
DRAFTING
Circular: Circular is a written document conveying the same information from a
businessman to a large number of customers and suppliers for general circulation.

Situation/ Purpose of Circular Letter:

1. Introducing a new product or service
2. Opening a new branch, new shop etc.
3. Change in address
4. Seasonal discount, price etc.
5. Increase in price

Features of Circular Letter

1. Effective information: A circular letter is essentially an information giving letter. In order
to be effective, it should convey the information as clearly as possible.
2. Attractive: It is important to catch the reader’s interest in the very beginning.
3. Simplicity & Precision: Accurate tabulation is the feature of a circular letter announcing
new parties.
4. Mass applied
5. Detailed information: New product or service.

Resolution
A resolution is the final form of a decision taken at a meeting, by voting on a motion, with or
without amendment. When a motion is passed or by a simple majority of members present
in the meeting, the motion becomes a resolution.
Resolutions may be of two types i.e.
a. Ordinary resolution: Can be passed by a simple majority of the members present in the
meeting. The following matters required to be passed through ordinary resolution:
1. Declaration of dividend at the AGM
2. Appointment of auditors, secretary
3. Alteration of share capital
4. Issue of shares at discount
b. Special resolution: Can be passed by the consent of ¾ or 2/3 members present in the
meeting. The following matters required to be passed: -
1. Change in the name of the company.
2. Shifting the registered office from one state to another.
3. Alteration of article of association
4. Reduction of share capital
5. Voluntary winding up of the company

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Minutes
The word ‘Minutes’ means the summarized official evidence of the proceedings of the
meeting and the decisions reached therein. Minutes are the official records of the
proceedings of a meeting. Minutes are placed in the next meeting for its confirmation.
Minutes may be of two types i.e.
1. Minutes of narration (matters which do not require formal resolution)
2. Minutes of resolution (matters which require formal resolution)

Importance of Minutes
1. Minute should be prepared & preserved for future reference.
2. Minutes keep record of the matters transacted.
3. Minutes can be placed in the court as documentary evidences.
4. Minutes supply information for the history of an organization.

Rules for Writing or Drafting Minutes/ Requisites of Minutes

1. The minutes should follow the agenda.
2. For each item of agenda, one separate paragraph should be given.
3. Each paragraph should have a short heading
4. The language of minutes should be simple and in past tense.
5. The minutes of the last meeting must be read out, confirmed & signed by the chairman.
6. There must be a ‘Minute book’ to record the proceeding of meeting.

Report
A report is a logical presentation of facts and information.

Report of Meeting
A written record of all the discussions and arguments held in the meeting along with
decisions prepared after an investigation for submission to proper authority is called ‘Report
of meeting’.

Different Types of Reports

1. Ordinary reports i.e., Auditor’s & Director’s reports- Prepared at specific intervals.
2. Special reports i.e., report on a fire break out- Prepared in response to some specific
inquiry.
3. Formal reports i.e., reports submitted by committees of official bodies- Has a prescribed
format & presented via proper channel.
4. Informal reports i.e., stating opinions & suggestions- Does not have a prescribed format.

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Bio-data/ Resume/ C.V. (Curriculum Vitae)

People use the word resume, C.V. and Bio-data highlighting skills, education and experience
that a candidate submits when applying for a job. On the surface level, all the three mean
the same. However, there are intricate differences.
Resume: Is a French word meaning ‘summary’ and true to the word meaning, and other
skills used in applying for a new position. A resume one side of an AV sheet, and at the most
two sides.
C.V.: Is a ‘Latin’ word meaning ‘Course of life’. C.V. is therefore a regular or particular course
of study pertaining to education and life. A C.V. is more detailed than a ‘resume’. Usually, 2
to 3 pages but can run even longer as per requirement.
Bio-data: The short form for ‘Biographical data’ is the old-fashioned terminology for resume
or C.V. The emphasis in a bio-data is on personal particulars like date of birth, religion, sex,
nationality, residence, marital status and the like. Next comes a chronological listing of
education and experience.

Resume
Nilesh Kumar Singh
Residential address
72. G.T. Road, Howrah
Contact No. 9830489622
E-mail Id: nksingh@ 1234
Career objective
Seeking to leverage my technical & professional expertise and to improve my present set of
abilities by gaining exposure to the corporate world, thereby adding value to the
organization.
Professional Qualification
Year Examination/Degree Name of the professional institute
Academic qualification
Year Examination Board/ University Name of the institute Marks secured
Work experience
Completed C.A. article ship training from Rajkumar Lohariwal & Associates
Personal details
Date of birth: Nationality:
Place of birth: Religion
Gender: Marital status:
Interest and extra-curricular activities
Singing, playing guitar, etc.
Leadership & position of responsibility
Achievements and awards
Language known: English, Hindi

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Business letters: Letters are the most important means of written communication. It is
needless to say that the success and failure of an organization depends to a large extent on
its correspondence.

Types of business letters:

1. Offers, orders, quotation & enquiry letters.
2. Confirmations, refusal and cancellation of order.
3. Claims, complaints and adjustment.
4. Collection letters.
5. Agency letters.
6. Status enquiry letters.
7. Recommendations and credit letters.
8. Banking and insurance letters.

Rules for Writing Business Letters

1. Heading: It includes: i) The company’s name & address. ii) Telephone, FAX & E-mail
addresses.
2. Date: Every official letter must be dated.
3. Reference number: It appears on the left on level with the date. It gives letter no., file no.
or filing details.
4. Inside address: It is the name & address of the receiver.
5. Attention line
6. Subject line: The word ‘Sub’ or ‘Re’
7. Body of the letter: It carries its message or content.
8. Formal close: Salutation “yours faithfully” or “sincerely”
9. Signature block: Signature of the writer
10. Enclosures: All related documents must be enclosed i.e., Enclosures

Banking Letter
Banking letter is a letter written y a person to a bank for the purpose of opening a A/c,
overdraft facilities, cash loans or lockers.
Q: Draft a letter to your bank requesting them to grant overdraft facilities for your business.
(C.U.2017)
Super steel works Ltd.
2. N.S. road, Kolkata-01
Phone- 033 2655 5921
Date: 01.06.2018
To
The manager
State bank of India
N.S. Road, Kol-01

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Re: Request for overdraft facilities

Sir,
Our firm has been a customer of your bank for the past seven years. We wish to have
overdraft facility with your bank for which we are also prepared to provide as collateral
security with you the LIC bond of the surrender value of Rs.15,00,000 approx.
We shall appreciate if you could send us the requisite forms to be filled in and submitted
for the same. In case of any further information, the undersigned would be glad to assist
you personally.
Thanking you
For Super steel works Ltd.
Insurance Letter
Insurance letter generally covers three forms of insurance
i) Life insurance
ii) Fire insurance
iii) Marine insurance
Q: Draft a letter to the general insurance company reporting damages caused to your
factory by fire and requesting immediate action for survey and settlement of the claim.
(C.U. 2016)
Super steel works Ltd.
2, N.S. Road, Kolkata- 01
Phone no. 033 2655 5921
Ref no./ 5/SSWL/2018
Date: 01.06.2018
To
The branch manager
GICI, city branch-5
12, M.G. Road, Kol-6
Re: Abnormal loss by fire and request for settlement of insurance claim
Sir,
We regret to inform you that a fire broke out in our godown/ shop/ factory at 102, strand
road, Kolkata. At night of Monday, the 28th May, 2018 perhaps due to a short circuit. The
steel items costing Rs. 20 lacs were fully destroyed by fire. The night guard immediately
called in fire bridge. The local police station was also informed of the fire accident and the
general diary no. is 35 dated 29th May, 2018.
In the circumstance, we request you to send your inspector immediately to inspect and
settle our claim of Rs.20 lacs or let us know the formalities to be complied with for putting
up a claim for the loss.
Your’s faithfully
For super steel works Ltd.

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Claims, Complaints and Adjustment

Sometimes, the buyers are not satisfied with the quality of the goods supplied. People get a
chance to complain. There may be various causes for complaint or claim i.e.
1. Goods found damaged
2. Supply of sub-standard quality
3. Delay in supplying goods
4. Wrong invoice
5. Inferior quality, etc.
Q: Complaint regarding goods of inferior quality
B.C.M. Music House
12, Lalbazar, Kolkata-700001
Phone no. 033 2655 5921
Date: 01.06.2018
Ref No. BCM/25/2018
To
The manager
R.C.M Musicals
2, strand road
Kolkata- 700010
Reg: Complaint regarding goods of inferior quality and reference to adjustment
Dear sir,
We thank you for the prompt delivery of our order no. BCM/2018 date 20.05.18. However,
we hereby like to inform you that the goods supplied by you this time are of inferior quality.
It does not tally with the ones that you have supplied to us on earlier occasions.
We may, however, retain the goods on the condition that an allowance of 25% will be
made in the price, failing which the goods will be kept pending till the receipt of instructions
from you, as to how should they be disposed of we wait for your prompt response.
Thanking you,
Yours sincerely
For BCM Music house

Drafting- It means preparation in writing of any documents and letters. It involves

preparation of notice, agenda, minutes, reports, resolutions, circulars and other things.

Agenda: It is the list of items of business to be transferred in the meeting. Agenda serves
the purpose of a systematic record of the items of business in their proper order of
importance. It includes:
1. Secretary’s annual report.
2. Confirmation of the minutes of the last meeting.
3. appointment of auditor.
4. Declaration of dividend etc.

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Notice: It is a tool of giving intimation to all allowed persons to attend a meeting regarding
the place, date, time & purpose of the meeting.

Purpose of Notice/ Situations Requiring Notice

1. Making calls or forfeiture of shares
2. Notifying declaration of dividends
3. Notifying loss of shares certification
4. Inviting tenders
5. Notifying any changes in internal business arrangement
6. Notifying some administrative orders to the staff.

Rules of Drafting Notice/ Requisites of a Valid Notice

1. The notice must specify the date, time and place of meeting.
2. The notice must share the nature of business to be transacted at the meeting.
3. Proper length of notice should be given (for AGM 21 clear days & for other 14 days)
4. Issue of notice must be written
5. The language of notice must be simple.

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Business Communication -C. U.- 2018

GE 2.1 Chg.
Module
Full marks: 40
Q1. What is meant by communication? When a communication is called a business
communication? (2+2)

Q2. Discuss the barriers to communication from different viewpoints. (4)

Or,
What role does communication play in resolving conflicts? (4)

Q3. What is Grapevine Communication? How can such communication be made effective?
(2+4)
Or,
What do you mean by communication network? Describe briefly the importance of
corporate communication network. (2+4)

Q4. "With the increasing use communication tools, the world seems to be a of modern
global village". Justify the statement with suitable examples. (6)

Q5. Draft the minutes of the first Board Meeting of New Print Co. Ltd. (10)

Q6. Draft a C. V. with cover letter for appointment as a marketing trainee in a Ltd. Company.
(10)
Or,
Write a letter to the manager of a branch of a nationalized bank seeking a loan for a small-
scale enterprise. (10)

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2019
Business Communication
Paper: GE - 2.1 Chg.
Module
Full Marks: 40
Q1. 'Communication is a dynamic process' - Explain the statement. (4)

Q2. State the objectives of communication. (4)

Or,
State the principles of effective communication. (4)

Q3. Distinguish between formal and informal communication. (6)

Or,
Discuss the characteristics of corporate communication. (6)

Q4. Write notes on (any two): (3 ×2)

(a) e - mail
(b) Fax
(c) Video - conferencing.

Q5. Draft the notice along with the agenda of the 15th Annual General Meeting of Alfa
Company Ltd., 20, B. B. D. Bag Kolkata - 700001. (10)

Q6. Write a letter to M/s Dhar Brothers, 41 Camaca Street, Kolkata - 700017, requesting
payment of their outstanding bill no. 521/19 dated 19.03.19 for Rs. 50,000 without delay.
(10)
Or,
Draft a circular notifying the increase in selling price of your product due to rise in cost and
seeking continuous patronage of the customers. (10)

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2020 - 21
Business Communication
Paper: GE - 2.1 Chg.
Module - II
Full Marks: 40
Answer any two questions. 5×2

Q1. Define Business Communication.

Q2. Distinguish between formal and informal communication.

Q3. What are the requisites of a valid notice?

Q4. Why video conferencing is so important in the modern business world?

Group – B
Answer any three questions.
Q5. State the principal barriers to communication. 10

Q6. Discuss the different elements of communication. 10

Q7. Draft a notice of the 9th Annual General Meeting of Indial Co. Ltd. with usual agenda. 10

Q8. Write a letter to the manager of a bank seeking a medium-term loan for your
enterprise. 10

Q9. (a) Mention the elements of a communication.

(b) What are the socio-psychological and cultural barriers in corporate communication? 5+5

Q10. (a) Explain the role of communication in conflict resolution. 5+5

(b) Distinguish between inter-group and intra-group conflict.

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