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Total number ofprinted pages-4
4(Sem 5) CRMN
2013

CUSTOMER RELATIONS &

RETAIL TRADE MANAGEMENT

(Management Major)
Paper: 5-05
Full Marks : 80

Time : Three hours

The figures in the margin indicate full marks for

the questions.
Answer the following questions as directed,
1x10=10

'1. (a) Which one of the following is the foremost

goal of CRM?
•Establishing Customer Loyalty.
• A ■'

• Customer Satisfaction.
• Standardisation of Custome Service.

• All of the above.

(b) What is the end result in reaching perfection

in customer retention ?

Contd.
 f
(c) Which one ofthe following is not an important
step in relationship marketing ?
•Identifying the customers.
• Differentiating the customers.
• Interacting with customers.
• Organizing dealers meet.
(d) Name the route best suited for customer
interaction where intemet penetration is low.
(e) Identify the marketing concept that is closely
linked to co-creation of value.
(f) Which one of the following is the unique
advantage of a KIRANA SHOP ?
•Price
•Product Range
• Customer Service
• Location.
(g) Name the theory of retailing propounded by
Malcomb Mc Nair.
(h) Name the store that creates nuisance in public
places.
9
4(Sem 5)CRMN/G 2 4(Sem 5)CRMN /G
(i) Transportation of used product from point of
consumption to point of origin refers to
(Fill in from the following)
• Reverse Logistic
• Business Logistics
• Service Logistics
• Event Logistics
(j) What is the form ofretailing that requires
personal Digital Assistant ?
2. Write,short answer to the following : 2x5=10
(i) What is customer equity ?
(ti) What is the essence ofcollaborative component
of CRM?
(Hi) Mention twp characteristics ofa parasite store.
(iv) What is an Outlet-Mall ?
(v) State two objectives ofLogistics Management.
3. Write short notes on anyfour of the following :
5x4=20
(a) Reason for Losing customers.
(b) Steps in CRM process.
(c) Factors affecting customer interaction.
(d) Three basic tenets of retailing.
Contd.
 Total number ofprinted pages-^
{e). Five features of a Discount Store. 4(Sem 5) RFBU-I
(f) An ideal tenant mix plan. 2013

Outline six leading strategies for building customer REGULATORY FRAMEWORK

relationship and four relationship based pricing OF BUSINESS-I
schemes. 6+4=10 Paper : 504
Or
Full Marks:80
What are the steps in Customer Retention Process ?
Explain the benefits of customer retention. Time : Three hours
4+6=10
Discuss the 4 Cs ofthe CRM process. What are the figures in the margin indicate full marks for
key requirements for CRM ? 4+6=10 the questions.

Or Answer all the questions.

State the major steps necessary, for effective CRM
implementation. 10
1. ifAJ Choose the correct option from the
Explain any two cyclical theories of retailing. following: 1x5=5
5+5=10
Or

Give an account of changed scenario of retailing in

India today. 10 {aj An expression ofinto^to buy a showcase
item firom a shopkeeper is a/an :
Mention the guidelines for an effective catalogue.
What are advantages and disadvantages ofcatalogue
Marketing ? 4+4+2=10 RhK
Or

What is Logistics Management ? What are the

decisions involved in this regard ? 4+6=10 (i) acceptance

Cnnt^
4(Sem5)CRMN/G 4000
 (ii) choice

(Hi) request (Hi) void agreement

(iv) offer (^tJ^ <lit<qx2j)
(iv) voidable agreement
(b) A minor under the Indian Contract Act
(^lR)c1(.4i9U .
is one who has not completed the age
of: (d) Co-operative is a form of organisation
owned by the
cwiSt %rr w ^T5RT?i n2IR)^h Rcyi^

(i) 12 years (12^^) (i) government

(it) .. 14 years (14 (ii) Society TTSlW
(Hi) 18 years (18 (Hi) Members
(iv) ,21 years (21
(iv) Beneficiaries
(c) An agreement to procure a Government (e) A finder of a lost goods becomes
job is a/an : a/an :

Rc^jfo'
C<1»HU51 HICVIW^^
(i) unenforceable agreement (i) holder

(ii) pledgee
(ii) illegal agreement
(Hi) Bailee I^SltfeT

4(Sem 5)RFBU-1 /G
(iv) Owner vii(^4

4(Sem 5)RFBU-I /G
Contd.
 (B) Choose whether the following statements are (v) A member of a Co-operative Society
correct or not : 1x5=5 can have as many number of votes as
the number of shares held by that
person.

(i) A gift is not a contract since it lacks

consideration

v2rt%5tH Write briefly on the following :(in not exceeding

30 words for each answer)

(ii) An offer made by post cannot be

withdrawn. Rjvs^^s (7^1^ ^ISvo) 2x5=10

.21^ ^ (a) Time Barred Debt

I . ^oTsrR

(Hi) A minor can become a member of a (b) Anticipated breach of contract

partnership firm through agreement.

(c) Remote damage

WR^^I

(7v^ Violation of warranty does not entitle

(d) unpaid seller
the aggrieved party to claim for setting
aside of the sale contract.

(e) Registrar of Co-operative Society.

^^^5% (?TRn:^i

4(Sem 5)RFBU-I /G Contd.

4(Sem 5)RFBU-I /G
 Or /

Write short notes on cinyfout of the following : State the remedies available to an aggrieved party
^ #NT): 5x4=20 against breach of contract. 1.0

(Each answer should not exceed 200 words)

^oo ^<1 v2if%wrp mswn w I
(q) Dissolution of Co-operative Society. 5. State the circumstances in wMch an agent becomes
personally liable for acts done by him on behalf
of his principal. 10 *
(b) Conditions of Sale Contract.

4jfe9|\S\!5i(i^ TPftSt 1
(c) Contingent Contract
Or /"Sfum

State the types of Guarantee Contracts. Also

(d) Doctrine of Caveat Einptor explain the term Continuing Guarantee. How can
a continuing guarantee be revoked ?
(e) "No consideration, not contract" 1% 1%? 1%
— Comment I^Flt I ^R*^^ ^R*h <pR<^ i
6. Discuss the rights and liabilities of a finder of
(f)■ Free Consent
goods under the Indian Contract Act. Can a finder
of goods sell the goods ? Discuss. 10
^
4. What test would you apply to determine whether ^srt^ "pTtR^ ^ccib*ii I R^l "^R^
an agreement is a Contract or not ? 10

Contd.
4(Sem 5)RFBU-I/G

4(Sem 5)RFBU-I /G 6
 Total number ofprinted pages—8
Or/^9tWt
4(Sem 5)MKMN
Explain the nature of the right of lien and the
; right of stoppage-in-transit of an unpaid seller. 2013
How are these rights affected owing to sub-sale
by the buyer ? 10 MARKETING MANAGEMENT

Paper : 502
Full Marks:80

^src^vSjsotRvo ^ I Time:Three hours

The figures in the margin indicate full marks
7. Define die term goods under the Sale of Goods for the questions.
Act 1930. Also distinguish between a sale and a
Answer the following as directed : 1x10=10
hire-purchase agreement. 10
^5^ "fet %It g
^ftfl"^sritsT 1930-^ #?rf I Choose the correct answer from the given options :
5% 1%^ vQ
Or/
(a) "Marketing is the delivery ofstandard." This
Explain the privileges enjoyed by a registered Co definition of marketing has been given by :
operative Society under the Assam Co-operative ^'5^ "sipTPrQ siTO r
Societies Act. 10

^spfsr ttsri?!- (i) Stantbn C§^

^ ^srfCcTMT^I
(ii) Koder C^^TR
(Hi) Mazur
(iv) Tousley
Contd.
4(Sem 5)RFBU-I /G 9000
 (b) Consumer behaviour is affected by :
(d) Sales promotion activities are conducted
(
by —
(i) Family

(ii) Age ^?PT

(i) Producers
(Hi) Income ^5n?r
(ii) Wholesalers
(iv) All the above
(Hi) Retailers
(c) Product simplification is the process of —
(iv) State b<M(A
^'51 ^ sri^Fm —
Fill in the blanks with suitable answers:
(i) increasing the product-line
^isft ^s

(e) Marketing begins and ends with ■ .

(H) Changing the product line

(Hi) reducing the product-line (f) "The product life cycle is an attempt to
recognise distinct stages in the sales history
of the product." This definition has been
(iv) amending the product line given by

Wto^
viq'l;

4(Sem 5)MKMN/G 2
4(Sem 5)MKMN/G Gontd.
 fe) Sociar class, religion, race, culture etc. are 2. Answer the following questions within thirty
significant variables for . y^ords : 2x5=10
segmentation of markets. V50^ Rjvo^vo ■ %
(i) Explain the societal marketing concept.
'^^Nc<pISr<p ^TWJt^I
(ii) How does sales forecasting help in the field
State whether the following statements are true
of production ?
orfalse:'
?

^I (in) Explain the term "trade mark" with

examples.
(h) Sales forecasting for a longer period is more
accurate than that of a shorter period. ^"^Tptej ^^TNlf w I
(iv) What is prestige pricing policy ?
-sr^n^jcf
(v) What do you understand by "personal
(i) The concept of"Unique Selling Proposition" selling"?
was evolved by Rosser Reeves. , ft
"Unique Selling Proposition" ^
3. Answer the following questions within 200 words
. Svsl^-i <pRRci I
each :(any four) 5x4=20
(j) Under "Skimming pricing policy", the price, sifted ^oopt
of a new product fixed at the initial stage is ^s (Rmmi ^tf^)
low. (i) Compare and contrast selling and marketing.
^
' ^I I

4(Sem5)MKMN/G 4 4(Sem 5)MKMN/G 5 Contd.

 4. .Answer the follwoing questions within 600 words
(ii) Explain the important economic factors that each : . ' 10x4=40
influence the consumer behaviour.
%rr s.
21^
(i) Discuss the Seven-P.s framework of
marketing mix. lo
(Hi) How can you measure the effectiveness of
an advertisement ? ^1

Or,
^
Discuss the various environmental forces
(iv) Write down the differences between Brand influencing marketing. ^ lo
and Trade mark. efxsWfRxs

Rr^lt I (ii) Define market segmentation. Discuss the

various demographic characteristics
(v) Discuss the extemal factors that have to be influencing market segmentation. 2+8
considered by an organisation in pricing. WR '^\s<p^cR "3^^^ R?it 1 WR
C^lMRf RR?s|
^cij RwbHf <pR<iciflRt
(Hi) Define product planning. Describe the
(vi) Explain the distribution policies which are various stages involved in the product
generally adopted by the manufacturers. planning process. 2+8
4®IR ^R<P9i*iR "3^®^ Rilt I ^ctR ^R<p9iHt

4(Sem 5)MKMN/G Contd.

4(Sem 5)MKMN/G
 Or,
Total number ofprintedpages-4
Discuss the stages in product life cycle. What 4.(Sem5) INTR
strategies a marketing manager should take 2013
at the decline stage of a product ? 5+5
INTERNATIONAL TRADE(FIN)

Paper : 505

Full Marks .* 80

(iv) What are the elements in promotion mix ? Time: Three hours
Design a sales promotion programme for a
newly introduced cosmetic product. 4+6 The figures in the margin indicate full marks
for the questions.

^ ^ 1^ 1. Answer as directed : 1x10=10

(a) "Laissez-faire Policy cannot be applied in

Or, toto to the intemational trade theory."

What are the objectives ofpricing ? What is Write whether the statement is true or false ?
meant by selective and intensiye distribution
strategy? 5+5 (b) General equilibrium mathematical model of
intemational trade was developed by
and (Fill in the blanks)
^^<p\sl^<si<ii (Intensive) ^^ (c) Write the full form of the term GATS.

(d) Mention two types of sales of goods in the

overseas trade.
4(Sem 5)MKMN/G 9000
Contd.
 (e) Write the meaning of 'Non-tariff Barrier'.
(f) Duty free Import Authorisation Scheme came
into force from (Fill in the blank)
(g) In India, all dealings in foreign exchange
are regulated by which Act ?
(h) Under which agreement, restrictions on entry
of foreign investment have been removed ?
(i) What is Foreign Currency Pre-Shipment
Credit?
(j) "Guarantee Commission is charged at rates
stipulated by the Foreign Exchange Dealers
Association or by guarantee issuing bank."
Write whether the statement is 'true' or
'false' ?
2. Answer the following questions as directed.
2x5=10
(i) Define the concept of International trade.
(ii) Give the meaning of 'Gains from trade'.
(Hi) What is Entrepot Trade ?
4(Sem 5) INTR/G
(iv) Write about Revocable Letter of Credit.
(v) What is the objective of Duty Entitleinent
Pass Book (DEPB) Scheme ?
3; Answer any four of the following : 5x4=20
(a) Write a short note on the Non-Tariff Barriers
. in international trade.
(b) Explain how the gains from trade can be
measured.
(c) Write about Special Economic Zones
(SEZS).
(d) List Ae items which are freely exportable
. from India.
. (e) Write a note on Import Procedure.
• (f) Briefly explain about Greenfield Investment.
4. (a) Explain various Intematiohal Trade Theories.
10
Or,
Discuss causes and effects of declining foreign
trade in less developed countries. lo
4(Sem 5) INTR/G
Contd,
 Total number ofprinted pages-7
(b) Explain the various steps involved in filing
marine insurance claim. 10 4(Sem 5)FNSA
2013
Or,
FINANCIAL STATEMENT ANALYSIS
State the various provisions of Exim Policy
of India about the Duty Entitlement Pass Paper : 505
Book. 10
Full Marks:80
(c) What are the gains fi*om international trade ?
Explain how these gains lead to fair and Time:Three hours . .
equitable income distribution. 10
The figures in the margin indicate full marks
Or, for the questions.

Explain the purchasing Power Parity theory

and mention its limitations. >10 1.' Answer as directed :

(d) Discuss the role played by the Indian (a) Write the meaning of(i) Assets,(it) Income
Commercial banks in coimection with and (in)Expense in the context of Fin^cial
foreign trade transactions. .10 Statements. 3
Or,
(b) Write two objectives of Financial Statement
What is Foreign Exchange Reserve ? Discuss Analysis. 1
briefly the management offoreign exchange (c) How is ROI computed ? 1
reserves. 10
(d) Write two limitations of Accounting Ratios.
1

4(Sem 5) INTR/G 3000 Contd.

m
 (e) Write the meaning of(i) Fund Flow (ii) Cash (i) Purchase of a machine valued
* Flow and (Hi) Working capital. 3 Rs. 5,00,000; payment is settled as
below : Issue of Equity Shares of Rs.
(f) What is Corporate Annual Report ? 1 4,00,000 (Face value Rs. 10) and the
balance in Cash.

2. Answer the following : 5x2=10 (ii) Redemption of Preference Shares of

Rs. 2,00,000.
(a) Opening Stock : Rs. 5,000; Closing Stock :
Rs. 7,000; Purchases Rs. 36,000 and Sales 3. Answer the following : 5x4=20
Rs. 70,000. Calculate Inventory Turnover
Ratio.
(a) Describe very briefly the limitations of
Financial Statements.

(b) State the features of Balance Sheet. (b) Explain the need and objectives ofcorporate
Financial reporting.
(c) Mention yhwr mandatory disclosures to be
made in Corporate Annual Report. (c) Write a critical note on common-size-
statement stating its merits and demerits.
(d) Why are Voluntaiy Disclosures made in the OR
annual reports of a company ?
Current Ratio 2.5

(e) State whether there is any Inflow or Outflow Liquid Ratio 1.5
of Fund from the following transactions. Working Capital Rs. 60,000
State the amount of such inflow/outflow. Bank Overdraft Rs. 11,000
Calculate : Current Assets, Current Liabilities,
Liquid Assets and Quick Liabilities.

4(Sem 5)FNSA/G 4(Sem 5)FNSA/G Contd.

 (d) Discuss briefly the advantages ofCash Flow Rs.
statement over Fund Flow Statement. Opening Debtors : 9,000

4. Answer the following questions : Closing Debtors ; 7,000

(a) (i) Explain the purposes of accounting Equity Share Capital : 20,000
information. 2

(ii) Describe . briefly the following 10% Preference Share Capital 20,000
qualities of accounting information —
Reliability, Relevance, Understandabiljty 8% Debentures : 30,000
and Comparability. g
Reserve and Surplus : 15,000
(b) Explain the relevant provisions of '
Companies Act in regard to the preparation Earnings before Interest and Tax : 50,000
. of Balance Sheet. 10
You are required to calculate *.
(c) Consider the following information collected
from the books of KK Co. Ltd. (i) Inventory Tumover Ratio (at cost)
Rs.
(ii) Debtors' Tumover Ratio
Opening Stock : 40,000
(Hi) Debt-Equity Ratio
Closing Stock : 30,000
(iv) Capital Gemng Ratio
Sales : 2,00,000
(v) Fixed Charge bearing Ratio. 10

Purchases : 1,10,000

4(Sem5)FNSA/G 4(Sem 5)FNSA/G Contd.

 (d) You are supplied with the following Rs.
infonnation by the accountant of B. Bora Proceeds from Cash Sales 6,50,000
Co. Ltd related to the accounting year
Interest Paid 20,000
2012-13. You are required to prepare Cash
Flow Statement as per AS-3. 10 Dividend Paid 10,000

Donation Paid 5,000

Opening Balances:
Cash in hand : Income Tax Paid 3,000

Cash at bank :

Summary_ of transactions:

Cash received from customers : 4,50,000

Purchase of Fixed Assets

Redemption of 10% Bonds

Proceeds from issue of

10% Preference Shares

Cash paid to suppliers :

Office and Employee Expenses met 7,00,000

4(Sem 5)FNSA/G 4(Sem 5)FNSA/G 5000

1

Total number of.printed pages-8

- 4'(Sem 5) FNMN

2013

FINANCIAL MANAGEMENT

Paper : 503
Full Marks: 80

Pass Marks: 24

Time : Three hours

The figures in the margin indicate full marks

for the questions.

1. Give the meaning of the following terms : 10

(a) Leverage
Rival

(b) Pay-back period

(C^

(c) Profitability Index

Contd.
 (d) Capital budgeting
Answer the following questions in about 30 words
each. 2x5=10

(e) Watered capital

(a) State two factors influencing Capital

Structure.
(f) Capital gearing

f9r?rlf%N

Gross Working Capital

(b) What do you mean by financial leverage ?

(h) Dividend (c) Write the methods of capital budgeting.'

%

^'^R)C<ih 1^1

(i) Share Valuation (d) Write the disadvantages of excessive

Working Capital. .

(j) Ploughing back of profit.

(e) State the different types of dividend policy.

^R)C<ih
4(Sem 5)FNMN/G 2

4(Sem 5)FNMN/G Contd.

3. Answer the following within 150-200 words: (d) Distinguish between Gross Working Capital
5x4=20 and Net Working Capital.
-200l^ fer :

(a) Wliat are the recumng finance functions ?

Or 4. Answer the following questions in about 600

words:
State the limitations of Financial
Management.
\Jjoo^ 1^v5W RNI :
%riwstw wI
(a) "Profit Maximisation is not the adequate
(b) What is the difference between Capital criterion to judge the efficiency of a firm".
Structure and Capitalisation ? Explain the statement. 10

"cTl^ WIRI -21Ri^M4 W5H

Or (?iRn%" I — ^I
.Write the significance of Cost of Capital. Or
RNI I
What is meant by Financial Management ?

(c) What are the factors that determine the Explain the importance of Financial
needs of Working Capital ? Management.

<2farFgr%r<sR> R^ 1% '^(Rfic'rr
R^«t^? 10

4(Sem 5)FNMN/G 4 4(Sem 5)FNMN/G Contd.

 Or

(b) State the symptoms of over capitalisation. From the following information of Capital
What are the effects of over capitalisation ? Project, determine
10 (i) pay-back period
(ii) present value index,(cost of capital is

v2l^ 71^ ?
^4^ ^sfi^ ^('sSpT^TO
Or ^^^10%)

What is a balanced Capital Structure ? Why Initial Capital Investment ^ 12,000

should a firm aim at a balanced capital
structure? 10
Annual Cash inflow ^ 2,000

1%?r ^ ?
Life in years 8

What is the significance of Profitability

Index ? How is it useful in projects having
Present value of Re. 1 received annually
different sizes ? 10 for 8 years is ^ 5.3349.
>Oj\sR >5^^1% ? Rl^sf ^5|t^5|^ 1 <i^{.^<p\o 8 51^^
^ 5.3349.

4(Sem 5)FNMN/G Contd.

4(Sem 5)FNMN/G

,/>
 (d) Discuss the factors which determine the
■

dividend policy of a firm. 10 Total number ofprintedpages-8

4(Sem 5)BUEN
2013

BUSINESS E^fVTOONMENT

Paper : 501

Full Marks:80

Time:Three hours

The figures in the margin indicate full marks

for the questions.

1. (a) Answer the following : 1x5=5

^0^ f§?rf t

(i) Mention one macro component of

business environment.

(ii) Define Poverty.

4(Sem 5)FNMN/G
9000

Conid.
 (Hi) What is meant by ASEAN ?

ASEAN 1% ^vsrm? (Hi) The International Monetary Fund

started operation fi-om .
(iv) Mention one Priority area ofthe current.
Five Year plan.

^
CrRgI I

(iv) After independence the Government of

(v) What is econoimc liberalization ? India appointed the National Income
Committee with as its
,1%? ■
Chairman.

(b) Fill in the blank of the following : 1x5=5

t^rrrc^W iift; ^%
4

(i) National Rural Employment Guarantee (v) WTO came into existence in j .
Act was passed in .
WTO ^ I

•R^ fen feflgr I 2. Write short answer within 30 words each :

organisation collects data on 2x5=10
(W
poverty in India.
^ V2)0^ /Sv5W %

(a) What is deficit financing ?

4(Sem 5)BUEN/G

4(Sem 5)BUEN/G Contd.

 (b) Suggest two measures to increase capital (b) Write a note on Value Added Method of
formation in India.
calculating national income in India.
^ ggy I
^9tct^ -sjpd
(c) What do you mean by the CRR of RBI ?

R.B.I. ^ CRR ?
(c) Give your views regarding existence of the
(d) What is free trade policy ? parallel economy in India.

\ol^\o<i<i^
(e) Give two measures to reduce regional WSTo
imbalance in India.

v»Hvo<l<vs t^iWsT ^ (d) Explain the role offiscal poUcy in promoting

economic development.

Answer any four from the following : (within

^5rfR|% ^^TNlt
3.
200 words each) 5x4=20
^5^ btROH^^(Sri^ ^oo a^. (e) Give some concrete measures to eradicate
/5tf><yvs>) §
Poverty in India.
Explain the factors responsible for India's
balance of Pajmients crisis. ^h\D<q<f\S

CffRlt

4(Sem 5)BUEN/G 4(Sem 5)BUEN/G Contd.

 (f) Explain the role ofWTO in promoting world Describe the developmental and regulatory role
of the government in regard to business activities
-.trade.
of the country. 10

^TNJt ^^1

4. Discuss the nature and significance of Business 6. Evaluate the impact of economic reforms in the
Environment in India. 10 Indian Economy. 10

^n^5T(5^Tt ^5rfR|% ^i

OrAsf^
OrM^
Discuss the role of Foreign Direct Investment in
Define national income. How is it measured ? India. iq
10 \oh\s<)<f\s RPic^Jt^ n^R<pt ^5r[i:5TfF5Tf
^5ri?R I ^:?n^ c<pc«ic<p ^^?

5. Explain the monetaiy policy measures that can be 7. Discuss the problems and prospects of the Silk
industry of Assam. ' iq
used for stabilizing the economy in times of
inflation and recession. 10 WR WDT^

(recession)

^1 4(Sem 5)BUEN/G Contd.

4(Sem 5)BUEN/G 6
 Or/^^

Discuss the present status of industriall]

development in Assam. In what possible ways do)f
you think the economic development of this statel
can be acceler^d ? 5+5=10

^ ^^^ ^?

■ -j ■' •
/T '.

4 (Sem 5) BUEN/G 8 9000

V''
 ■ m

I LV

.;■ - ■ •'■ 'jJ

-,«- •-*

'■ ■ ■ '■' '^'''' ■

' /• ' ■^,K i' '•, . .

> ,:w^ • .•/.r-n..T. ,-.
:• ;'
■ •. !"•• ■ '«• A .

T>\.