Test Unit -5(Ch-11, 12)
MM:42 Time :1hour 30 min
1. It is necessary that goods and services must be made available to the customers at the
right place, in the right quantity and at right time. Name two components of this element of marketing mix (1)
2. Rita purchased an iPad and her friend Rosy took it for using it. Rosy found that the iPad was not functioning properly. Can she file complaint against the manufacturer or dealer? Give reason(1)
3. A company gives one-touch festive offer for diabetics. The offer is ‘ Buy One-Touch Glucometer and get additional 10 strips and 25 lancets worth Rs. 555 free.’ Identify the sales promotion tool used by the company.(1)
4. What is considered to be silent salesman in marketing?(1)
5. Himesh after completing his graduation started working with a multinational company in Delhi. But due to ill health of his parents he had to go back to his village. There he noticed that the villagers were literate but ignorant about their rights. Many vegetable vendors were using stones as weights to sell their vegetables. Some shopkeepers were selling food items without having ‘FPO mark’. Villagers did not find anything wrong with these practices. So to create awareness among villagers Himesh decided to publish a weekly Journal ‘Jan Jagriti’. State the ‘Right’ which Himesh has exercised by doing so. (1)
6. Pantene shampoos is offering a wide range of shampoos to its customers. They have named them on the basis of special features of hair. The range includes Dry hair, oily hair, coloured hair, damaged hair and grey hair. Identify the function performed by it, in the given case.(1)
7. Bhuvan, who was a vegetarian went to a snack bar for having French fries and later found out that it had non vegetarian content. Neither the advertisement nor the packing of the product displaced that the product has non vegetarian content. Will Bhuvan be able to claim compensation which right of the consumer is violated”?(1)
8. a) Apart from filing case on behalf of consumer or providing them legal assistance, state one other function performed by the NGOs to protect the interest of consumer.
b) Nitin purchased a cooler with two years warranty. The cooler started giving problem within six months. Nitin approached the seller but the seller did not listen to his grievances. Which consumer right is violated?
c) Which claims can be appealable before Supreme Court under Consumer Protection Act? (3)
9. Reema purchased one litre of ‘Edible Oil’ from a local shopkeeper. After using it, she doubted that it was adulterated. She sent it for a laboratory test which confirmed that the oil was adulterated. State any four reliefs available to Reena if she complains and the Consumer Court is satisfied about the genuineness of the complaint.(4)
10. Chandrasekhar Parrikar, a resident of Shankar Nagar area filed a complaint seeking compensation of Rupees four lakh after he found some solid objects inside a sealed bottle of a soft drink. He had bought six various brands of the soft drink— two bottles each of Mazaa, Coca Cola and Sprite from a shop near his house. Identify the Consumer Grievances Forum where he can file complaint and explain the process of handing his grievance. (4)
11. In May 2001, a class action lawsuit was filed against the world's largest fast-food chain McDonald's, in Seattle, US. The lawsuit alleged that the company had, for over a decade, duped vegetarian customers into eating French fries that contained beef extracts. McDonald's lost its image in the market and some of its restaurants in India were vandalized. The CEO gives the responsibility of bringing back the lost image of the company to a Manager.
a) Identify the concept of Marketing Management which will help the Manager getting the firm out of the above crisis.
b) Also explain the role of above identified concept. (6)
12. A consumer is said to be a king in a free market economy. The earlier approach of caveat emptor, has now been changed to caveat venditor .With growing competition and in an attempt to increase their sales and market share, manufacturers and service- providers may be tempted to engage in unscrupulous, exploitative and unfair trade practices like defective and unsafe products, adulteration, false and misleading advertising, hoarding, black-marketing etc.
a) Identify the marketing philosophy which treats consumer as king and what are its means and ends
b) What do you mean by “caveat emptor”, “caveat venditor “?
c) What is importance of consumer protection from point of view of consumer? (3+1+2)
13. A company may produce a good quality product, price it appropriately and make it available at the selling points, which are convenient to customers. But in spite of all this, the product may not sell well in the market. There is a need for developing proper communication with the market. In the absence of communication, the customers would not be able to know about the product and how it can satisfy their needs and wants or may not be convinced about its utility and benefits.
a) Identify the element of marketing mix needed in above case
b) What are its objectives?
C) Also mention its elements (6)
14. Ganesh ltd is manufacturing Vaccum cleaners for household, industrial and corporate users. Till now he had been using wholesalers and retailers for the purpose. Now he has added a team of salespersons to contact the prospective buyers. They will identify customer needs and communicate the product features to to them. He is against using advertisement to promote his product. Identify the concept of marketing mix used by the company. List any two qualities needed in his salesman? Also suggest any three reasons why he does not favour using advertisements for his company?(6)
