Category: Class 12

Balbharti Maharashtra State Board Class 12 Sociology Solutions Chapter 1 Introduction to Indian Society Textbook Exercise Questions and Answers.

Maharashtra State Board Class 12 Sociology Solutions Chapter 1 Introduction to Indian Society

1A. Complete the following statements by choosing the correct alternative given in the brackets and rewrite it.

Question 1.
Monks in Buddhist monasteries were called __________ (Bhikkus, Bhikkhunis, Rishis)
Answer:
Bhikkus

Question 2.
The Special Marriage Act was passed in the year __________ (1950, 1952, 1954)
Answer:
1954

1B. Correct the incorrect pair and rewrite it.

Question 1.
(a) Raj Marg – Hinduism
(b) Teerthankar – Jainism
(c) Saint Thomas – Sikhism
(d) Eight-fold Path – Buddhism
Answer:
(c) Saint Thomas – Christianity

1C. Identify the appropriate term from the given options in the box and rewrite it against the given statement.

Brahmo Samaj, Dr. B. R. Ambedkar, Harijan Sevak Sangh

Question 1.
An association was established by Raja Rammohan Roy.
Answer:
Brahmo Samaj

Question 2.
Head of the Drafting Committee of the Constitution of India.
Answer:
Dr. B.R Ambedkar

1D. Correct underlined words and complete the statement.

Question 1.
Elementary education was imparted in Khanqahs during the medieval period.
Answer:
Elementary education was imparted in Maktab during the medieval period.

Question 2.
The Theosophical Society was the Initiative of Mahatma Gandhi.
Answer:
The Theosophical Society was the Initiative of Annie Besant.

2. Write short notes.

Question 1.
Education during the Early Vedic period.
Answer:
During the Early Vedic period the content of education was based on sacred literature which was written in Sanskrit – which was not the language of the masses. The Yajur Veda commands education for all classes including women. The Atharva Veda states that “all classes have an equal right to study the Veda”.

To enter Vedic schools, it was a prerequisite for students of the first three Varnas to perform the Upanayana thread ceremony and they had to observe Brahmacharya for as long as they lived at the school to study the Vedas. There was an oral tradition of imparting knowledge, which was through rote-learning. Enunciation and pronunciation were an integral part of the oral tradition of learning. The aim of education was to sharpen the intellect as well as for character formation. Value was attached to being truthful, carrying out one’s duties (dharma), devotion to the guru and to one’s parents, hospitality, faith, and generosity.

The Kshatriyas learned the art of warfare and administration. Vaishyas studied trade and commerce and Shudras learned agriculture and animal husbandry. The Brahmanas stayed in the school until they attained mastery of the four Vedas They were known as Brahmanas – the possessors of Brahman (supreme knowledge)

Question 2.
Status of women during the Medieval period.
Answer:
The status of women deteriorated in Medieval India. Invasions from the Central Asian region along with zealous Brahmanical iron laws were the main causes for the degradation were Invasions from the Central Asian region and zealous Brahmanical iron laws.

Freedom of women was curtailed, knowledge of the scriptures and literacy was denied to them and her status was reduced to being dependent on men throughout her lifetime. Only women from upper castes and aristocracy were given education in private.

Widow remarriage which was permitted in the Vedic period came to be considered taboo. Women continued to be excluded from family inheritances. Practices of child marriage, sati, purdah system, and Devadasi system made women the objects of exploitation.

The patriarchal joint family, the customs of polygamy, and early marriage – all contributed to Curtailing the free development and growth of women.

3. Write differences.

Question 1.
Status of Women in the Early Vedic period and Later Vedic period.
Answer:

Status of Women in the Early Vedic period	Status of Women in the Later Vedic period
(i) Status: Indian women enjoyed a high status during the early Vedic period.	(i) Status: There was a decline in the status of women in society in the Later Vedic period.
(ii) Education: Women during the Early Vedic period had access to Vedic education.	(ii) Education: Women during the later Vedic period were denied access to education.
(iii) Participation in Social Activities: Women during the Early Vedic period could participate in social assemblies (vidath).	(iii) Participation in Social Activities: Women during the Later Vedic period were barred from attending social assemblies.
(iv) Marriage: Women during the Early Vedic period could pursue their education just until they were married or could remain unmarried. Adult marriage was practiced.	(iv) Marriage: Later Vedic period was the beginning of the practice of dowry and child marriage.

Question 2.
Education in the Ancient Period and Colonial Period in Indian society.
Answer:

Education in the Ancient Period in Indian society	Education in the Colonial Period in Indian society
(i) Education: In ancient times, education was provided on the basis of the caste system under the guidance of a guru.	(i) Education: Schools and colleges were open to all individuals, irrespective of caste, creed, gender, etc.
(ii) Medium of Instruction: During the ancient period education was imparted orally and the medium of instruction was Sanskrit.	(ii) Medium of Instruction: During the coloanal period medium of instruction was English and in written form.
(iii) The Content of Education: The content of education was religion-oriented.	(iii) The Content of Education: The content of education was not religion-oriented It was secular.
(iv) Values: The education was based on values like truthfulness, carrying out one’s duties (dharma), devotion to the guru and to one’s parents, hospitality, faith, and generosity.	(iv) Values: The education was based on values like rationality, equality, social justice, secular approach, and individualism.
(v) Centre of Education: During ancient times Buddhists established Nalanda and Takshashila which were centers of education.	Centre of Education: During the Buddhist period, the British established Universities, at Calcutta, Bombay, and Madras.

4. Explain the following concepts with examples.

Question 1.
Varna
Answer:
During the ancient period, Hindu society was divided into four Varna’s namely: The Kshatriyas learned the art of warfare and administration. Vaishyas studied trade and commerce and Shudras learned agriculture and animal husbandry.

The Brahmanas stayed in the school until they attained mastery of the four Vedas. The first three varnas began to call themselves the upper varnas. They became the ‘twice-born (dvija) because they were entitled to the initiation ceremony (upanayana)

In the beginning, there was flexibility and fluidity with respect to occupation. It was only towards the end of the Vedic period that Varna turned into a rigid jati (caste) hierarchy based on the ideology of purity and pollution. Notions of purity and pollution continue to be followed in everyday practices such as food and water intake, dressing, occupation, worship, social interactions, travel, etc. Thus, the flexible varna system was converted into a rigid caste system.
Example:

• Brahmin – priests, teachers, intellectuals
• Kshatriya – rulers, and warriors
• Vaishya – merchants’ traders, farmers
• Shudra – menial work

Question 2.
Social Legislation
Answer:
It refers to laws passed to promote social justice, social welfare, desirable social change, as well as protection of vulnerable and weaker sections of Indian society.

The increase in the number of reformative groups enabled Indians to exert pressure upon the British government, for passing laws against prevalent social evils. Concerns and problems of people and administration get recognized through academic research, scientific studies, media, advocacy groups, and interest groups. Laws are enacted accordingly.

It may be noted that laws by themselves cannot transform society, but they provided hope to those who were victims of injustice oppression, exploitation, and abuse.

Example:
Some significant legislation include

• 1829 – The Sati Prohibition Act
• 1843 – The Indian Slavery Act
• 1856 – The Hindu Widow Remarriage Act
• 1872 – The Civil (or Special) Marriage ACT
• 1929 – The Child Marriage Restraint Act

5A. Complete the concept map.

Question 1.

Answer:

5B. State whether the following statements are True or False with reasons.

Question 1.
The colonial rule has a significant impact on Indian society.
Answer:
This statement is True.

The British continued to rule India till the 20th century. Several systems were set in place under British rule in India. Some of the social reforms were also possible because of British policies. Let us look at some consequences of colonialism in India which had a significant impact on Indian society.

Education: The British set up a system of education that had a far-reaching impact on Indian society. The medium of instruction in the high school communication among the learned people now became English, schools, and colleges were open to all individuals, irrespective of caste, creed, gender, etc.

The content of education was secular – which included subjects like Mathematics, Science, Philosophy, Sociology, History, etc.

This led to the rise of a new class of intelligentsia, who were of Indian origin but trained in ‘Western’ values, customs, and practices. Some of them played a significant role in the reform movements.

New values like rationality, equality, social justice, secular approach, and individualism gained firmer ground in Indian society.

Culture: Many of the educated elite took to the lifestyle of the British with respect to food habits, dressing, customs mannerisms, attitudes, beliefs, language, sports, and entertainment, etc., M. N. Srinivas referred to this process of imitation of the British, as ‘westernization’.

Administration: The British started new systems of administration like the Economic Service, Education Service, Revenue Service, and Administrative Service. It was the English-educated Indians who entered the administrative services to assist the British rulers in governing the land and its people.

A new judiciary system was created, which took into consideration the earlier legal traditions of the Indian communities. However, its implementation was carried out on a secular basis; each individual was judged on an equal basis, irrespective of one’s caste and creed.

The Indian Councils Act, The Indian High Court Act, and The Indian Civil Service Act of 1861, all led to major changes in the Executive, Legislative and Judicial administration of India.

Question 2.
Buddhism spread to several parts of India and beyond.
Answer:
This statement is True.

The teachings of Gautama Buddha did not make reference to the concept of God. Also, the sacred literature (Tripitkas) was written in the language of the common people, namely, Pali. Buddha made monasticism an inseparable part of his creed. The function of monasticism was to provide suitable conditions for personal and societal development.

Thus, Jainism and Buddhism are perceived as ‘protest religions’. Both these religious traditions opened their doors to all sections of society. The right to salvation was no longer limited to a particular stratum of society. Understandably, Buddhism with its fewer rigid rules and regulations in comparison to Jainism was embraced by many.

Buddhism gave great importance to the moral upliftment of human beings and directed people to lead moral lives. It insisted on virtues like charity, self-sacrifice, control over passions, and non-injury in thought and action. These virtues are also advocated in the Upanishads and also widely practiced through the Buddhist way of life.

Buddhism thus spread far and wide even beyond the boundaries of India because of the patronage of the Mauryan emperor, Ashoka. As a missionary religion, Buddhism spread to foreign lands like Tibet, China, Japan, Mongolia, Burma, Java, Sumatra, and Sri Lanka.

6. Give your personal response.

Question 1.
Jainism and Buddhism provided hope to all people.
Answer:
In the Later Vedic period, the caste system and Brahminic supremacy became entrenched. Caste groups became rigid with the passage of time. The varna system now turned into an oppressive Jati (caste) system.

In all this, women became doubly oppressed. Jainism and Buddhism are perceived as “protest religions”. Both these religious traditions opened their doors to all sections of society.

The right to salvation was no longer limited to a particular stratum of society. Understandably, Buddhism with its fewer rigid rules and regulations in comparison to Jainism was embraced by many.

Gautama Buddha permitted women to join his monastic community and to fully participate in it. Buddhist doctrines do not differentiate between women and men, since everyone, regardless of gender, status or age, is subject to old age, illness, and mortality, thus suffering applies to all.

Several Jain nuns have played a very active part in the abolition of sati practice, abolition of slavery of women, and in the prohibition of animal sacrifices.

Jainism, being a religion of religious equality, is devoted to recognizing the rights of all living creatures. Jainism and Buddhism opposed the caste system in India. Thus, Jainism and Buddhism provided hope to all people.

Question 2.
Social reform movements are present even in 21st century India.
Answer:
A social movement is a mass movement and a collective attempt of people to bring about a change or to resist any change. In the 21st century, India, Industrialisation, and urbanisation technological advancements, and ongoing democratization have allowed people to push for change collectively, and question the legitimacy of the existing order. Social movements can be defined as collective challenges based on common purposes.

The emancipation of women, the spread of mass education, the removal of untouchability, the equality of opportunity for both the sexes and the growth of secularism are some examples of cultural drift which have led to the emergence of social movements today.

Changing society is, to some extent, disorganized because changes in different parts of society do not take place simultaneously. One part changes more rapidly than the other, thereby producing numerous lags. When there is an absence of social justice and a threat to the environmental system, social movements emerge.

For example, Meira Paibi struggle in Manipur was for the safety and well-being of their community. They have shifted their focus from anti-alcoholism to human rights. Women played a major role in this movement. Meria Paibi led a boycott of elections and used relay hunger strikes as means to fight for their rights. Irom Sharmila had been on hunger strike for nearly 16 years.

7. Answer the following question in detail. (About 150-200 words)

Question 1.
Discuss with relevant examples, how the following factors have changed Indian society today.
(i) English medium of instruction
(ii) Lowering the age for voting
(iii) Social legislations
(iv) Transport and Communication
Answer:
(i) English medium of instruction: Education in the English language was introduced by the British in India. The increased economic and cultural influence of globalisation has spread English, as has the rapid spread of the Internet and other technologies. As a result of this, in many states throughout Indian society where English is not the predominant language, there are English-medium schools. Also in higher education, due to the recent trend towards internationalization an increasing number of degree courses, are being taught through the medium of English.

(ii) Lowering the age for voting: The present-day youth are literate and enlightened and the lowering of the voting age has provided the unrepresented youth of the country an opportunity to express their feelings and opinions and help them become a part of the political process. It has increased the political participation of the people and the creation of public opinion.

(iii) Social Legislation: It refers to laws passed to promote social justice, social protection of vulnerable and weaker sections of Indian society. Concerns and problems of people and administration get recognized through academic research, scientific studies, media, advocacy groups, and interest groups.

Laws are made by the Indian Parliament. Several laws related to civil and criminal matters have been enacted, which may be amended or repealed. The problems of differences in caste, sex, religion, poverty, terrorism are serious and therefore, the impetus is given to enactment and enforcement of laws.

For example, the untouchability offense act 1955, is enacted and enforced to curb the problem of practice untouchability, to eradicate gender inequality the government has passed various legislations. The Special Marriage Act 1954, The Hindu Dowry Prohibition Act 1961. Prohibition of early marriage and fixing the minimum age of marriage under the Child Marriage Restraint Act 1929, and the Hindu Marriage Act, 1955, have lengthened the period of education for girls.

Now the position of women is far better as a result of the enactment of laws. Similarly, the distinction between touchable and untouchable is not much felt in modern times.

(iv) Transport and Communication: Transport facilitates trade and commerce by carrying goods from the areas of production to that of consumption. Goods from the areas that have surplus are shifted to those areas which are deficient in those items. Movement of people from one place to another place in search of job, education, and emergency through transport facility. Communication keeps us informed about the world’s events and trends. It has brought in positive changes in the life of the people and thereby enhancing their economic conditions.

Class 12 Sociology Chapter 1 Introduction to Indian Society Intext Questions and Answers

Check your progress (Textbook Page No. 15)

1. What was the nature of education during the Early Vedic Period?
Answer:

• During the Early Vedic period the content of education was based on sacred literature which was written in Sanskrit.
• The Yajur Veda commands education for all classes including women.
• To enter Vedic schools it was a prerequisite for students of the first three Varnas to perform the upanayana (thread) ceremony and they had to observe Brahmacharya for as long as they lived at the school to study the Vedas.
• There was an oral tradition of imparting knowledge, which was through rote-learning. Enunciation and pronunciation were an integral part of the oral were to sharpen the intellect as well as for character formation. Most scholars hold the view that the art of writing was unknown during this period.
• Value was attached to being truthful, carrying out one’s duties (dharma), devotion to the guru and to one’s parents, hospitality, faith, and generosity.
• The Kshatriyas learned the art of warfare and administration. Vaishyas studied trade and commerce and Shudras learned agriculture and animal husbandry. The Brahmanas probably stayed in the school until they attained mastery of the four Vedas.

2. State two indicators of the declining status of women during the Later Vedic Period.
Answer:
The first indicator of the declining status of women during the Later Vedic Period, is education being replaced by marriage and the practice of child marriage. In the Later Vedic Period, since education for girls was stopped, so was the sacrament of upanayana (thread ceremony) which initiated them into the Gurukul. It was replaced with marriage (‘vivaha) and child marriage. Marriage now became the only sacrament (samskara) permissible for women.

The second indicator of the declining status of women during the Later Vedic Period is the practice of dowry. The birth of a daughter began to be looked down upon and there is evidence to suggest the beginning of the practice of dowry.

3. Mention any two characteristics of Indian society in the Medieval Period.
Answer:
Status of women:
The status of women deteriorated in Medieval India. Invasions from the Central Asian region along with zealous Brahmanical iron laws were the main cause for this degradation. Freedom of women was curtailed; knowledge of the scriptures and literacy was denied to them and her status was reduced to being dependent on men throughout her lifetime.

Nature of education:
Education during the Medieval Period is centered on the Quran. The Prophet Mohammed exhorts all people of faith to acquire knowledge. Unlike the previous systems of learning, there was no requirement for being through with Vedic schools nor renunciation of the world. The Islamic system of education is open to all followers of the faith irrespective of one’s status.

Check your progress (Textbook Page No. 18)

With reference to the Colonial period:
1. Name two educational changes.
2. State two economic changes.
3. Cite two administrative changes.
Answer:
1. Name two educational changes.

• The medium of instruction in high school now became English which also became the common language of communication among the learned people.
• Schools and colleges were open to all individuals, irrespective of caste, creed, gender, etc.

2. State two economic changes.

• The economic system got transformed by industrial growth and the process of urbanization. Caste-based skills and occupations and social relationships gradually changed due to the impact of a changing economy and the rise of factories.
• New revenue systems were started by the British in different parts of India which affected the peasants adversely. There was the commercialization of agriculture also. The subsistence economy was replaced by a market system that was profit-oriented.

3. Cite two administrative changes.

• A new judiciary system was created, which took into consideration the earlier legal traditions of the Indian communities. However, its implementation was carried out on a secular basis, each individual judged on an equal basis, irrespective of one’s caste and creed.
• The authority of feudal lords and zamindars was abolished, affecting the gradual spread of democratic values into Indian society.

Activity 1 (Textbook Page No. 4)

Find out about the Eight-Fold Path of Buddhism.
Answer:
The Eightfold Path is composed of eight primary teachings that Buddhists follow and use in their everyday lives:

• Right View or Right Understanding: Insight into the true nature of reality
• Right Intention: The unselfish desire to realize enlightenment
• Right Speech: Using speech compassionately
• Right Action: Using ethical conduct to manifest compassion
• Right Livelihood: Making a living through ethical and no harmful means
• Right Effort: Cultivating wholesome qualities and releasing unwholesome qualities
• Right Mindfulness: Whole body-and-mind awareness
• Right Concentration: Meditation or some other dedicated, concentrated practice
• In Buddhist symbolism, the Noble Eightfold Path is often represented by means of the dharma wheel (dharma chakra), in which its eight spokes represent the eight elements of the path.

Activity 2 (Textbook Page No. 8)

Discuss whether there are similarities between the status of women in the Later Vedic period and modern Indian women. To what extent are there changes? Do some beliefs and practices still continue in 21st century India?
Answer:
Similarities between the status of women in the Later Vedic:

• The status of Hindu women in India has been fluctuating. It has gone through several changes during various historical stages.
• The Rig-Vedic society was a free society. During later Vedic, Women were deprived of the Upanayana ceremony and thereby of education. Many evil social practices, like the practice of prepuberty marriages, denial of the right of women to education and also to mate selection, etc. were imposed on women. Efforts have been taken to improve the status of women. According to India’s Constitution, women are legal citizens of the country and have equal rights with men.
• Because of the lack of acceptance from the male dominant society, Indian women suffer immensely. Women are responsible for bearing children, yet they are malnourished and in poor health. Most Indian women are uneducated, the constitutional dream of gender equality is miles away from becoming a reality.
• Even today, ‘the mainstream remains very much a male stream’.
• As compared to the past, the status of women in modern times has changed a lot but in reality, they have to still travel a long way.

Activity 3 (Textbook Page No. 12)

Find out more about the impact of Muslim rule on the following:

• Painting
• Architecture
• Music

Present your findings in class.
Answer:
Painting: Both Hindus and Muslim artists were encouraged at Mughals courts. The development of painting was very fast in the reign, of Jahangir. King Jahangir was interested in collecting pictures of historical interests. Hindu artists were also famous during this period.

Architecture: Mugal architecture started during the reign of Babar. During Mughal, reign mosques were built at Dholapur, Gwalior, and any other places. Akbar was a lover of art. Akbar fort and many other beautiful buildings were constructed during Akbar’s reign. Shahjahan was a great lover of architecture. The Red Fort of Delhi, Jama Masjid, Taj Mahal erected in the memory of his wife Mumtaj are the unforgettable work of Shahjahan.

Music: Babar and Humayun were interested in music. Tansen was one of the nine jewels of Akbar. Singers and musicians were encouraged during the Mughal period. Indian instruments were also influenced by Islam. The Indian Veena and the Irani Tambura merged together to emerge as Sitar.

Activity 4 (Textbook Page No. 18)

Discussion: Social reform movements are still present in India.
Answer:
Today, social movements have raised diverse demands pertaining to the environment, human rights, and equality. These are powerful means for ordinary people to participate directly in creating positive social change. These are deeply rooted in values of justice and democracy and many a time secure public support.

Example of social movements which we can see today: During the last few decades tribal and marginal farmers are also being threatened by commercial farmers, mining corporations, and dam projects. The Narmada Bachao Andolan (NBA) movement combines in itself many strands like the movement of indigenous people, the movement against neo-liberal policies, the struggle of farmers to hold on to their land as attempts are being made to take them over for dams, urbanization, industries, mines, and forests.

Balbharti Yuvakbharati English 12th Digest Chapter 2.8 Small Towns and Rivers Notes, Textbook Exercise Important Questions and Answers.

Maharashtra State Board Class 12 English Yuvakbharati Solutions Chapter 2.8 Small Towns and Rivers

12th English Digest Chapter 2.8 Small Towns and Rivers Textbook Questions and Answers

Question (i)
Most of the civilizations have flourished on the banks of the rivers. Discuss the reasons in the class.
Points:
(a) Availability of water
(b) Fertile soil for agriculture
(c) Fishing ground
(d) Transport

Question (ii)
Write down the names of the famous cities that are situated on the banks of the rivers given below.
Answer:

River	City
Ganga	Varanasi
Yamuna	Mathura
Godavari	Rajahmundry
Varada	Sagara
Krishna	Vijayawada
Tapi	Surat

Question (iii)
Write down the names of the rivers on the banks of which following cities have prospered:
Answer:

City	River
London	Thames
Cairo	Nile
New York	Hudson
Paris	Siene

Question (iv)
Divide your class into groups and discuss the changes that might have taken place when the cities grow on the banks of the rivers.
Points: Dwellings are built – Population grows – Fishing flourishes – Outsiders come to settle – Trading takes place – Prosperity increases – Increased population, trade, traffic and fishing begin to harm the river system – River system shows damage – River starts to decay

Question (v)
Share your views in the class on the topic ‘Conservation of Rivers and Development of the Cities.’
(Students may list their own points of views.)

(A1)

Question 1.
State the importance of Nature in the lives of the people from the North-eastern part of India as expressed in the poem with reference to:
(a) Flowers
(b) River
(c) Bamboo
(d) East
Answer:
(a) Flowers – Tuberoses are woven into wreaths to be placed on the body of a departed as a mark of love and respect.
Sole: Most of the textual ‘Wh’ questions are converted to Activity Format.
(b) River: The people believe the river has a soul. They respect their rivers and even revere it as divine as its waters are immortal.
(c) Bamboo: The poet says ‘in the cool bamboo’. The colour is a cool green. The place where the bamboo grows is also cool.
(d) East: The direction of sunrise is very important for the people of Arunachal Pradesh. They ensure the dead are placed pointing west so that their soul directly enters the golden house of the sun. They believe that finally souls must attain the sun’s abode in the east.

(A2)

Question (i)
The poet has described her small town in Arunachal Pradesh. Pick out from the extract, the lines that describe the poet’s town.
Answer:
1. ‘My hometown lies calmly amidst the trees’,
2. ‘it is always the same In summer and winter With the dust flying Or the wind howling down the gorge’

Question (ii)
Make a list of natural elements mentioned in the extract.
Answer:
trees, winter, summer, wind, tuberoses, life, land, river, fish, stars

Question (iii)
‘The river has a soul.’ Elaborate the concept in your words as the poet has explained in the extract.
Answer:
When the poet says ‘The river has a soul’ she personifies the river. The river flows with great force – ‘like a torrent of grief. The river flowing with great force can be like a person pouring out grief in a storm of emotion. The river also seems to be holding its breath, maybe because it is choking with filth. There are no fishes. It is not clear and sparkling. So the poet says -‘I think it holds its breath seeking a land of fish and stars’.

Question (iv)
The poet is convinced with the thought of immortality of water. Pick out the relevant lines from the extract.
Answer:
‘The river has a soul’.

(v) The poet has used some unconventional expressions. Illustrate them in your words.

Question (a)
‘Torrent of grief.
Answer:
The poet describes the river flowing in summer with great speed. Just like someone becomes emotional in great sadness, the force of the water seems to be like the outpouring of sorrow of the river.

Question (vi)
The poet has connected the need to preserve Nature with the belief of particular community and her childhood memories. Write down the measures you would take to convince the people regarding the need to conserve the Nature.
Answer:
We have to make people at large realize that we are a part of the nature not apart from the nature. Saving nature is to save ourselves, To bring about this realization I can address my steps to two sections. The first would be the children. Saving water would be the first thing to teach children. Story-telling, poems, songs, games, cartoons and can easily bring the conservation ideas to young minds. I would take my ideas to schools, parks, malls and try to spread this to the young ones.

The other section is of course the adult public across economic and social levels. The well- off people must not be careless if they can afford to pay bills they can waste resources.

I will do everything possible. I will use social media to spread various messages/ mottos.

(A3)

Question (i)
Write down the expressions related to ‘the seasons’ from the extract.
Answer:
1. Summer or winter
2. ‘in the summer’

Question (ii)
Match column ‘A’ with column ‘B’.

A	B
1. cool 2. happy 3. dreadful 4. dry	(a) silence (b) earth (c) bamboo (d) pictures

Answer:

1. cool-bamboo
2. happy – pictures
3. dreadful – silence
4. dry-earth

(A4)

Question (i)
Read the expression ‘a sad wreath of tuberoses’.
‘Is the wreath sad?’ Explain the figure of speech.
Answer:
The figure of speech is transferred epithet. The sad mourners have placed the wreath of tuberoses on the dead. The emotion of sadness has been transferred to the flowers for effect.

Question (ii)
List and explain the metaphorical expressions from the extract.
Answer:
1. ‘torrent of grief’. The river sweeps along with great speed as if it is pouring out sorrow.
2. ‘Wind howling down the gorge’. The wind blowing through the narrow gorges creates a sound exactly like howling.
3. ‘The river has a soul’. The river is spoken of as a living being, a human.
4. ‘It holds its breath’. The river may be choking with debris and filth.

Question (iii)
‘The river has a soul.’
‘Life and death.’
These are the two expressions that are repeated in the poem; but both of them indicate different figures of speech. Find out and discuss.
Answer:
(a) ‘Life and death’
In the first usage it is used as antithesis, to emphasise the beginning and end.
In the second instance it is irony to indicate that neither life nor death is permanent. Ironically the rituals are permanent.
(b) ‘The river has a soul’
In the first instance it is used to personify the river. Several human-like qualities are attributed to the river,
= it cuts through the land
= it is cascading in grief
= it holds its breath
= it seeks a land

Question (iv)
Find out the beauty of the free verse reflected in this poem.
Answer:
“Small Towns and Rivers’ is written in free- verse. Since there are irregular lengths of lines and no rhyme, the reading of the poem is almost like a story-telling. Each stanza has a different number of lines and there is no order for mixing up the short and long lines.

The poem is not confined by an obvious rhythm so we feel there is a kind of freedom.We are free to imagine the widespread setting of the North-eastern terrain of mountains and rivers, mists, golden sunlight and the town by the river.

(A5)

Question (i)
Prepare the arguments for group discussion on the topic
‘A balanced progress never harms the Nature’.
For:

• Growth should be planned to take place in stages
• Planning vital for the growth
• Sustainability must be ensured
• Pros and cons of the damage to environment must be weighed
• Short-term gains in progress must not harm long-term eco-factors

Against:

• Growth must not be halted for issues of environment
• Costs will go up due to delays
• Delays in progress will slow down economy and employment
• Slowdown in economy will cause public to protest
• Sacrifices have to be made – one can’t have the cake and eat it too.

Question (ii)
Compose 4 to 6 lines on ‘Gift of the Seasons’.
Answer:
Gift of the Seasons
Each season brings a sweetly wrapt gift;
We can gift her back : no water pollution in
the season of the Sun.
No air pollution when
The rains come down.
And no degradation the rest of the year!

Question (iii)
Write an appreciation of the poem ‘Small Towns and Rivers’. Use the points given below:

• About the poem/poet/title
• Theme
• Poetic devices, language, style
• Special features – tone and type
• Values, message
• Your opinion about the poem

Answer:
The poem ‘Small Towns and Rivers’ written by Mamang Dai is a beautiful word-picture. It is also a lament of the poet about her beautiful native land of Arunachal Pradesh.

This theme shows in the way she begins the poem that small towns remind her of death. It is shocking. She implies the town is unchanging in all weathers, but development comes along and changes everything. There is irony in that the cycle of life and death shows that life is not permanent, but the rituals are permanent.

She uses metaphor that the rivers are not only alive like us humans, but actually immortal. She personifies the river by way the river ‘holds its breath’ because it is choking. It is flowing in search of a place where it will flow clean and clear. The poet uses metaphor of the water-cycle to illustrate the river has a soul and its waters are immortal.

The poet builds a climax with ‘shrine of happy’ childhood memories. This becomes growing up -‘grow with anxiety’. Then she speaks of how the dead are placed pointing west so the soul can ascend directly into the sun’s golden home in the east. This tells us about the traditions of her region.

The poem is in free verse and seems to be in easy language, but we can understand the full depth of meaning only after reading it more than once. The poem is a lament about the destruction of nature for development. We all will feel the sorrow of the poet when we read about how nature’s beauty is damaged for man’s greed called ‘progress’.

Question (iv)
Write a dialogue between two friends on ‘Importance of the rivers’
Answer:
Priya: Jai, it goes without saying that fresh, clean water is essential for humans and nature to survive. Rivers are precious sources of fresh drinking water for people across the world. And when rivers are so badly polluted by industry or by poor water management practices, it can be a case of life-or-death. This unfortunately happens across the world.

Jai: Yes Priya. Freshwater habitats account for some of the richest biodiversity in the world, and rivers are a vital, vibrant ecosystem for many species. Only those who live by the river know about this wealth of nature. Those who live far away and damaging the system with the poisons are not aware.

Priya: People depend on rivers for their way of life and their livelihoods. From fishing to agriculture, the way our waterways are managed has a direct impact on people’s lives. There are millions of people who follow their ancestors’ way of living and earning a livelihood. But modern technology has wrecked the very source of these.

Jai: Rivers are absolutely vital: for fresh drinking water, for people’s livelihoods and for nature. Unfortunately, they’re still threatened. We must commit to recovering freshwater biodiversity, restoring natural river flows and cleaning up polluted water for people and nature to thrive.
Priya: Yes Jai. I agree. It is the crying need of the day.

(A6)

Question (i)
Collect information about rivers in Maharashtra.

Question (ii)
Further reading:
‘The River Poems’ – Mamang Dai
‘The World Is Too Much With Us’ – William Wordsworth

Yuvakbharati English 12th Digest Chapter 2.8 Small Towns and Rivers Additional Important Questions and Answers

Read the extract and complete the activities given below:

Global Understanding:

Question 1.
Describe the river in the 3rd stanza.
Answer:
The river flows with great force -‘like a torrent’-. The river has life and soul. It breathes. But it seems as if the river is holding its breath. It seems to be in search of fishes which will live in it and stars which will be reflected in its waters.

Question 2.
What is meant by immortality?
Answer:
Immortality means the ability to live forever, without death.

Question 3.
Give reasons-The dead are placed pointing to the west.
Answer:
The people of Arunachal Pradesh believe that it will be possible for the soul of the departed person enter ‘the house of the sun’. They hope the soul will be able to ‘walk into the golden east’. So they place the dead (with feet) pointing to the west.

Question 4.
The poet has described her small town in Arunachal Pradesh. Pick out from the extract the lines that describe the poet’s town.
Answer:

1. The town has ‘A shrine of happy pictures’ to mark the days of childhood.
2. Small towns grow with anxiety for the future.
3. Like her town, ‘small towns’ are ‘by the river’.
4. Make a list of natural elements mentioned in the extract.

Question 5.
Make a list of natural elements mentioned in the extract.
Answer:
River, Earth, Mountaintops, Sun, Sunlight, Bamboo

Question 6.
The poet is convinced with the thought of immortality of water. Pick out the relevant lines from the extract.
Answer:
1. The river has a soul.
2. from the first drop of rain to dry earth
3. mist on the mountaintops
4. the immortality of water.

Interpretation/Inference/Analysis:

Question 1.
The land of fish and stars.
Answer:
The poet says she thinks the river is holding its breath. One has to hold one’s breath when he/she is unable to breathe or does not want to breathe. The river may be choking with garbage and is not able to breathe. The river may be stinking and may not be able to breathe.

As the river is so filthy there are no fish. It is dirty; the water is not sparkling in the day and cannot reflect the stars at night. So the river is in search of a land where there it can flow clean, it will have fish and where its clear water will sparkle in the sun and glitter with stars at night.

Question 2.
The river has a soul.’ Elaborate the concept in your words as the poet has explained in the extract.
Answer:
The poet states the river has a soul. The soul is deathless. The water that flows in the river came from the drops of rain. The water evaporated, rose as mist to the mountaintops. Then it formed clouds and poured down as rain to the dry earth and flowed again. Thus the river goes on, immortal, deathless.

Question 3.
The poet has used some unconventional expressions. Illustrate them in your words. Illustrate them in your words. Shrine of happy pictures
Answer:
There is a shrine probably in the town which has pictures inside. The pictures may be those of the happy moments experienced by the people in the town. Those memories are so sacred that it is a shrine to them. They protect and guard it because they have only sad and grim things happening at present.

Personal Response:

Question 1.
Rivers are our lifeline. They are an extremely important part of the eco-system and even considered sacred. Many major rivers and smaller ones have been misused and almost destroyed. Write down how we can restore our rivers to their original state.
Answer:
The condition of rivers worldwide is horrific. Everything from industrial chemical-waste to garbage is being thrown into rivers. Melted snow or the rainwater from springs come down from hills and mountains as sweet water for our survival. Polluting this is a crime against humanity.

Strict laws should be made and enforced to stop industrial activity near rivers. Wastes from industry, city, town or village must not reach the river. Only channels of rainwater must be allowed to reach the river. Awareness should be created for maintaining cleanliness along the banks.

In the olden days lakes, water bodies were considered precious and were guarded, Houses had wells. But people have lost the respect for water sources. Rivers are treated as sewage channels. Fines and punishments must be imposed and security put in for safeguarding our beautiful rivers.

Poetic Creativity:

Question 1.
Compose 4 to 6 lines on ‘River’.
Answer:
The River is our Mother

Like a mother the river soothes us.
When dying of thirst she revives us.
When tired and dirty she cleans us.
When growing our grain she waters the green.
Why! Oh why can’t we keep her clean!

Balbharti Yuvakbharati English 12th Digest Chapter 2.7 She Walks in Beauty Notes, Textbook Exercise Important Questions and Answers.

Maharashtra State Board Class 12 English Yuvakbharati Solutions Chapter 2.7 She Walks in Beauty

12th English Digest Chapter 2.7 She Walks in Beauty Textbook Questions and Answers

Question 1.
While judging any person you would consider certain aspects. Complete the diagram after carefully thinking what aspects you would consider:

Answer:

Question 2.
Make a list of proverbs and quotations related to ‘Beauty’.
Answer:
(a) Beauty is in the eye of the beholder.
(b) Beauty is only skin deep.
(c) Beauty is as beauty does.
(d) There is beauty in simplicity.
(e) Beauty is not in the face, it is a light in the heart.

Question 3.
Discuss your impressions about someone’s personality, and say what you like the most and why-
Answer:
The personality that captures the attention of all who meet her is Ms Murti.

1. Simplicity and warmth: She is a brilliant engineer, extremely wealthy yet is simple, and so cheerful and warm in her interaction with anyone she meets.
2. Humbleness: In spite her achievements, wealth and position she never mentions them, rather praises the efforts and achievements of others
3. Elegance: She is graceful and elegant and yet is never dressed expensively.
4. Motivational: She addresses young people and students in a way that is always encouraging and uplifting.
5. Generous: She is generous in giving those who are disadvantaged. She donates for the emancipation of women for making them economically independent.

(A1)

Question (i)
‘Beauty lies in the eyes of the beholder’ – you have probably heard this saying. Discuss in your class how far the statement is true.
Points:

• Outward appearance gives only an idea
• There may sometimes be an exception to the rule ‘first impression is the best
• The external look may be completely different if one looks deeper
• Henry Ford [founder of Ford Automobiles] dressed in the same old suit and said, ‘people who know me know who I am. People who don’t know me don’t matter, A very wealthy person may choose to appear very ordinary.

Question (ii)
Discuss with your partner about the most inspirational person you have come across. Also explain the reasons behind your opinion.
Points:

• Attended a lecture by A.P.J. Abdul Kalam, before he became President
• His views stayed in my mind
• He stressed on dreaming for high aims
• He stressed on the importance of hard work
• He came from very humble background
• He worked his way to achieve great things
• I also want to achieve something and I have a lot of support which Dr. Abdul Kalam may not have had.

(A2)

Question (i)
Match column A with column B:

Answer:

1. The lady’s beauty – a cloudless starry night
2. Her hair – wavy and black
3. Her eyes – a perfect blend of light and darkness
4. Her smile – soft, calm and eloquent
5. Her mind – at peace with all below a heart
6. Her face – expresses thoughts serenely and sweetly

Question (ii)
Complete the reasons:
The lady in the poem has a winning smile and a glowing skin. According to the poet she is blessed with these things. Explain why.
Answer:
The lady in the poem has a winning smile and a glowing skin. According to the poet she is blessed with these things because in the last stanza the poet says that lovely cheek, the calm brow, the delicate colouring, the glowing skin all are a result of her life spent without sin. She has a peaceful mind and an innocent heart. These come together to make her face glow with an inner beauty.

Question (iii)
The poet brings a perfect balance of outer beauty and inner beauty. Write a few lines from the poem on how the poet brings this balance in his description.
Answer:
One of the themes in the poem is harmony or balance. The poet does not directly call her beautiful, but she ‘walks in beauty’. The overall beauty is compared to a combination of cloudless (clear) climate and starry skies. He says the best of dark and light meet in her eyes and features, to be seen in the soft, dim light. The effect would not be so wonderful if it was even one shade darker or brighter. That balance of the light is important.

The poet says that her calm brow, sweet smile, the lovely colour of her skin, is the result of a peaceful mind, a loving heart and a pure life. Inner beauty is reflected in this ‘nameless grace’ – indescribable beauty.

Question (iv)
‘Beauty is skin deep.’ Do you agree with the statement? Or do you feel that beauty comes from within? Explain your views in a few sentences.
Answer:
I agree with the statement. Beauty is not about perfect features, clear skin, shining hair or smart clothes. Beauty is about the person’s heart. The helpful nature, a mind without guilt, a cheerful attitude, kind way of speaking will all be reflected in the person’s outward appearance.

The eyes are windows to a person’s soul, they say. If a person has wicked thoughts and bad intentions it shows in the eyes. The expression on the face will reflect the nasty mind. Harsh words will show their unkind nature. So beautiful features and perfect skin are not real indicators of beauty.

(A3)

Question (i)
Find out from the poem the words which are used to describe the lady.
Answer:

1. Raven tresses
2. Serene and sweet expression
3. Pure thoughts
4. Dearheart
5. Calm brow
6. Smiling face
7. Gowing skin
8. Innocent heart
9. Peaceful mind

Question (ii)
Find out the instances of contractions from the poem.
Answer:
The contractions in the poem are – ‘that’s’ – that is ‘o’er’ – over

(A4)

Question (i)
The poet creates imagery of light and darkness to bring out the beauty of the lady. Find out the lines with such imageries and complete the table:
Answer:

Lines with imagery	Reason for using
1. And all that’s best of dark and bright	To express the beauty of the eyes
2. Thus mellowed to that tender light – heaven to gaudy day denies	To convey the dim soft light of evening not the harsh brightness of the day
3. One shade the more, one ray the less	To stress the perfect balance between darkness of night and the glare of day

Question (ii)
Find out from the poem examples of:
(a) Simile
(b) Metaphor
(c) Alliteration
(d) Personification
(e) Antithesis.
Answer:

Figure of speech	Example	(Explanation)
1. Simile	like the night of cloudless climes and starry skies	(Her beauty Is directly compared to the cloudless starry skies.)
2. Metaphor	in every raven tress	(Her hair-tress – is shiny and jet black like a raven’s colour.)
3. Alliteration	Cloudless climes and starry skies	(The ‘c’ sound and ‘s’ occur in adjacent words for poetic effect.)
4. Personification	eloquent, The smiles that win	(The beautiful woman does the act of smiling, which wins hearts.)
5. Antithesis	1. best of dark and bright 2. One shade the more, one ray the less	(Words of opposite meanings are used for poetic effect.)

(A5)

Question (i)
Write an appreciation of the poem considering the following points :

• About the poem / poet / title
• Theme
• Poetic devices, language, style
• Special features – tone and type
• Values, message
• Your opinion about the poem

Answer:
Lord Byron’s poem opens with the same words that form the title: “She walks in beauty.” These four simple words quickly create an atmosphere of admiration and mystery. It is a short eighteen line poem having three sestets (six lines) in praise of an unnamed woman. The poet uses several poetic devices to express how deeply he is impressed.

There are several themes. One is of course beauty. Each feature of the woman – her eyes, her black (raven) tresses, her soft cheek, her calm brow and the lovely colour of skin is praised. The poet speaks of harmony. He speaks of the perfect blend of day and night, of light and dark. He speaks of the ‘mellowed’ or tender light which makes the beauty so rare, delicate and astonishing.

The other theme is the inner beauty which is what brings the outer beauty. He mentions ‘heaven’ [line 6] which may point to a divine side to the beauty. If a person is sinless their mind is pure and calm. There is no evil so the innocence inside causes the outer beauty which is indescribable – ‘nameless grace [line 8]

The poet uses simile [line 1] ‘like the night..’, alliteration – ‘cloudless climes’, ‘starry skies’. There is rhyme ababab in all the sestets. He uses metaphor -raven tress [line 9], and personification – ‘smiles that win’ [line 15]. There are many examples of antithesis through which the poet stresses on balance.

There is harmony of light – ‘dark and bright’, ‘tender light -gaudy day’, ‘one shade more, one ray less’. These are to emphasize that the beauty is not only physical and external, but actually because there is inner beauty. The mind is calm, the heart is innocent and this causes the outer beauty which is seen by him.

The poem is lyrical, has a steady rhythm and the language is rich with poetic devices. Though the poet does not name the woman, or give any details of her age, his admiration is felt in the tone. The message is about the importance of inner beauty, which is almost a divine thing that will make external beauty possible.

I feel the poem makes us realize that one should look deeper than just outward appearance. One should appreciate beauty in its entirety.

Question (ii)
Compose a poem of at least 4-6 lines on ‘Beauty of Nature’.
Answer:
Beauty of Nature

I look up at the majestic peaks I peer into the sapphire deeps I gaze at the endless shades of green My eyes drink the silver threads between.
In this life God I’m quite sure we can see Why? He’s everywhere in Nature’s beauty!

Question (iii)
Write at least one paragraph and expand the inherent idea of the saying ‘A Thing of Beauty is a Joy Forever’.
Answer:
A Thing of Beauty is a Joy Forever

We all love beauty. We are instantly attracted toward anything beautiful. Even children are drawn toward something pretty. We admire its qualities like lovely colour or soft texture. We admire something beautiful created by someone, like a painting or sculpture. We exclaim on the realistic appearance and the artist’s skill. We appreciate beauty in nature. Gorgeous flowers, majestic mountains, the green of hills and the charming waterfalls. We enjoy the sweetness of fruits.

To create something beautiful requires patience, effort and care. When all these come together the result is beautiful. We appreciate it whether it is in nature or is man-made. Our ears keenly listen to birds calling in the morning, melodious music, the rush of waves and the splashing of rain. Thus all our senses are attracted and we feel good when we see, hear or taste something. It brings us happiness.

Thus a thing of beauty is a joy forever.

(A6)

Question (i)
Browse the internet and find out different types of poems on ‘Beauty’.

Question (ii)
Byron’s name is often taken along with his two contemporaries – Shelley and Keats. Go to your school/college library and read some poems written by P. B. Shelley and John Keats to get a better idea about the Romantic Poets.

Yuvakbharati English 12th Digest Chapter 2.7 She Walks in Beauty Additional Important Questions and Answers

Read the poem and complete the given activities:

Global Understanding:

Question 1.
Complete the following:
The colour of the lady’s hair is
Answer:
The colour of the lady’s hair is shiny black (like a raven’s).

Interpretation/Inference/Analysis:

Question 1.
Complete the following:
Answer:
The phrase ‘dwelling – place’ refers to her mind. The poet says that her face sweetly expresses her thoughts and says that the dwelling place of those thoughts (expressed by the face) is very dear. The dwelling place of thoughts is the mind.

Balbharti Yuvakbharati English 12th Digest Chapter 2.6 Money Notes, Textbook Exercise Important Questions and Answers.

Maharashtra State Board Class 12 English Yuvakbharati Solutions Chapter 2.6 Money

12th English Digest Chapter 2.6 Money Textbook Questions and Answers

Question 1.
Discuss in the class about ‘Importance of money.’
Points :
(a) Money is used as capital in business.
(b) It is used by traders to Jill up stocks
(c) It is used by the common man for buying essentials/necessities.
(d) Everyone uses money for paying transport fare/ food-bill/wages and so on.

Question 2.
Complete the web:

Answer:

Question 3.
Make a list of the good qualities of your friend.
Answer:
(a) Calm and good tempered at all times
(b) Helpful and concerned about anyone in trouble
(c) Quick to intervene/calm down any situation that could become unpleasant
(d) Very simple and down to earth in spite of coming from an extremely wealthy background

Question 4.
Share your views on ‘Money is the root of all evils’.
Answer:
Points:

1. Money is a resource.
2. Resources should be available/ used in times of need
3. Money is accumulated by few people/others in need are deprived/some people are not paid fully/workers are paid less for their time and energy
4. Employer gets profit/ imbalance of resources
5. Imbalance in wealth causes discontent among disadvantaged sections of society.
6. Crime increases
7. Haves are targeted by have-nots
8. Normal life becomes unstable
9. Accumulation of money causes this upset in society
10. So important resource becomes reason for evil

Question 5.
Do you lend money to your friend? Give reasons:
Answer:

Yes	No
1. He/She comes from an economically disadvantaged background	1. I know that he/she gets enough money to spend
2. He/She is a very bright student, hopes to study well and find employment	2. He/She wastes time at movies and malls
3. He/She will fall sick if she does not have good nourishment	3. He/She has no intention of returning borrowed money
4. His/Her mother is the only bread winner. His/Her father very sick	4. He/She comes to college only to meet friends and socialize

(A1)

Question (i)
‘Money does not mean everything in life’. Justify the statement by giving examples. Take help of the following points:
(a) Money cannot give you eternal happiness.
(b) Art, music and literature can give you unending happiness.
(c) Money is short-lived.
(d) Money cannot purchase happiness and contentment.
Answer:
Happiness is in the mind. If a person is satisfied with what is on hand then he is happy. Rich clothes, gold, expensive food, servants may all be available. But the owner of these may still be sad and lonely.

Some are happy to make music another may create art or write. They may not have material possessions. But in their hearts they are happy to do what they love.

Money is only a medium to purchase our needs. One cannot give money and buy a bag of joy. Joy is in the heart. Money can be stolen. But joy cannot be stolen. One can earn money but not happiness. No amount of money will satisfy greed or buy happiness.

Question (ii)
Debate on the following topic in groups : Money is the solution for everything For: We need money for – Food-Clothes-Medicines- Education- Travel
Against: One cannot eat money itself/one must have food. We should not buy more than essential clothes/ no need to buy often-Good hygiene and food-habits will ensure health-Government schools are available- Travel is not needed for survival.

(A2)

(i) State whether the following statements are True or False. 

Question (a)
The poet knew no joy till he was rich.
Answer:
False. The poet had no joy as long as he was rich. He was happy when he was poor.

Question (b)
The poet felt that he should talk about his poverty.
Answer:
False. He could not talk about his money.

Question (c)
When the poet had money, he had many true friends.
Answer:
False. When the poet had money, all his friends were false ones.

Question (d)
When poet became poor he had very few real friends.
Answer:
True.

(ii) Write reasons for the following statements.

Question (a)
Friends came knocking all day at the poet’s door.
Answer:
When the poet was rich he had many callers. They claimed they were friends. They were being friendly because he had money. They were not true friends. Such people are called ‘fair-weather friends’.

Question (b)
Poor men’s wives hum like bees.
Answer:
Poor men have no worries. They do not have to safeguard their wealth from liars and cheats. They don’t have false friends who actually love his money and not him. When a man is satisfied with what he has he is happy. He is not chasing wealth and or pretending. The wives are busy and do not have the time to wish for fancy things or gossip. So a happy man has a happy busy wife.

Question (iii)
Money makes the world go round. Explain it in the light of the poet’s experience.
Answer:
Money makes the world go round is a popular saying. It means money is the most important thing in the world. But in ‘Money’, the poet does not accept this view. He had money but he could not say that he possessed it. There were many insincere men who said they were friends.

Contentment is the main thing for being happy, not worldly possessions. Lack of money is a problem. We need it for things like health or education. When all needs are taken care of, then excess money is not necessary. Money is needed in life but it is not the only important thing in life.

The poet repeats that money brought many false men to be near him. But in poverty only a few true friends were with him.

Question (iv)
Poor men need not go up so much as rich men should come down. Express your views regarding this statement.
Answer:
Poor men need not go up as rich men should come down. This statement is perfectly true. The poor will survive. Living a simple, real life, and working hard. They are happy with necessities which may not be expensive. They are content and that brings happiness. They do not have to worry about safeguarding the excess.

But the rich may not know how to live simply, just with basic necessities. They may have servants to do basic chores. They travel in style and sometimes for no reason. They spend unnecessarily. So the poor need not go up as much as the rich need to come down is true.

(A3)

Question (i)
Find out meanings of the phrases given below and use them in your own sentences:
Answer:
(a) Be in the money –
Meaning: to suddenly have a lot of money.
Sentence: It looks he is in the money, by the way he is giving everyone costly gifts.
(b) Win lots of money –
Meaning: get money in a lottery/ gambling/ get money through luck, not work.
Sentence: He bought a lottery ticket every week hoping to win lots of money.
(c) For my money –
Meaning: in exchange for. Worth the amount.
Sentence: The old man asked. ‘Is this all I’m getting for my money?’
(d) Money for old rope –
Meaning: money that is easily earned or gotten
Sentence: She got two thousand just for answering questions in the interview! Money for old rope!
(e) Put one’s money where one’s mouth is Meaning: to take appropriate action to support what one has said.
Sentence: The Municipal Commissioner promised he would put the money where his mouth is and immediately release funds for the school facilities as promised.

Question (ii)
Complete the crossword with the help of the clues from the poem :

Across:
1. A brass musical instrument – TRUMPET
2. A low steady continuous sound – HUM
3. False – UNTRUE
4. Say Something – SPEAK
Down :
5. Not imaginary – REAL
6. Ponder – THINK
7. Stinging insects – BEES
8. In large number – MANY
9. Strike a surface noisily – KNOCK

(A4)

Question (i)
Complete the following table:
Answer:

Figure of speech	Line from the poem	Explanation
1. Inversion	‘felt I like a child’”think I’ Much have I thought of life	The order of words – ‘I felt like a child’, ‘I think’ – is reversed for effect. ‘I have thought much of life’ is reversed to give effect.
2. Simile	‘Like a child. ‘wives do hum like bees about their work’.	The poet compares himself with a child The wives of poor men are as busy as bees in their work.
3. Repetition	‘When I had money, money, O! [line 1 and 17]	The line is repeated and the word money. The word is the theme and it is repeated to emphasize he was very rich.
4. Onomatopoeia	‘do hum like bees’	The word ‘hum’ imitates the humming of bees.
5. Antithesis	‘many a false man as a friend’ ‘many friends proved all untrue’ ‘poor ones laugh – rich ones frown’ ‘poor men need not go up-the rich men should come down’	The quality of friends is supposed to be sincere and loyal. But they are described as opposite – false and untrue. The poor smile and the rich frown. This is opposite of what we expect. The rich must know simplicity says the poet, the opposite of what we say that the poor must come up in life.

Question (ii)
Identify the rhyme scheme of all the stanzas of the poem.
Answer:
The rhyme scheme of the stanzas 1 to 4 is abcb.
The rhyme scheme of the 5th stanza is abab.

Question (iii)
Compose a short poem on ‘Friendship’.
Answer:
‘Friendship’
We knew playtime in the park
Study time in school.
We helped one another
Struggling for each difficult mark.
We grew up, and though we fought
We will meet years later
We fondly thought.

(A5)

Question 1.
Write an appreciation of the poem considering the following points:

• About the poem/poet/title
• Theme
• Poetic devices, language, style
• Special features-tone and type
• Values, message
• Your opinion about the poem

Answer:
William H. Davies – a Welsh poet and writer – in his poem ‘Money’ speaks of both times – when he had money and when he did not. Davies tramped through the United Kingdom and the United States.

So he actually led a poor simple life of a wanderer. He actually experienced the difference in the life of a rich man and a poor one. The theme of the poem is the effect of money on the behaviour of people. False friends are plenty when a man has money. The poet compares himself to a child with a trumpet. He is not allowed to blow it for there has been a death.

He uses simile again when the poor man’s wife is described as humming about busily like a bee. The poet also has seen that the lack of money does not mean lack of happiness. The poor man is able to laugh while a rich man frowns; he feels the rich must become poor to taste the simple joys of life – the use of antithesis helps to stress this point.

The poem has five stanzas of four lines each, The seven or eight syllable lines are short but rich ; in poetic devices. The rhyme scheme lends rhythm. Repetition of the word ‘money’ stresses the way man gives money too much importance when it actually takes away our happiness.

The message is that money does not bring happiness. The poor are cheerful while the rich are worried. The poem is very useful to remind us the value of money. It is a necessity. It is not the only thing to chase.

(A6)

Question (i)
Visit a library and read a few poems written by William H. Davies.

Question (ii)
There are many career opportunities related to finance and planning.

Question (iii)
Try to get information about the following careers by surfing the internet.
(a) Finance Management
(b) Banking and Finance
(c) Actuaries
(d) Economics
(e) Share Market
(f) Accountancy
(g) Company Secretary

Question (iv)
Economics is a very important subject in which you can pursue vour career. Browse the websites of these institutions and get information for various courses in Economics.
(a) Delhi School of Economics
(b) Indian Statistical Institute
(c) Gokhale Institute of Politics and Economics, Pune
(d) Madras School of Economics

Yuvakbharati English 12th Digest Chapter 2.6 Money Additional Important Questions and Answers

Interpretation/Inference/Analysis:

Question 1.
Complete the reasons:
Poor ones laugh because ………………
Answer:
Poor ones laugh because – poor people live a simple life. If the basic needs are fulfilled the poor man is happy. He has nothing to worry about or fear. When a man has wealth he has to safeguard it. The poor man is worry-free like health or education. When all needs are taken care of, then excess money is not necessary. Money is needed in life but it is not the only important thing in life. The poet repeats that money brought many false men to be near him. But in poverty, only a few true friends were with him.

Balbharti Yuvakbharati English 12th Digest Chapter 2.5 Father Returning Home Notes, Textbook Exercise Important Questions and Answers.

Maharashtra State Board Class 12 English Yuvakbharati Solutions Chapter 2.5 Father Returning Home

12th English Digest Chapter 2.5 Father Returning Home Textbook Questions and Answers

Question 1.
Discuss with your partner the difficulties that you face while commuting to and from the college by public transport.
Answer:
(a) crowded buses, trains
(b) are difficult to board in peak-hours
(c) have to miss a couple of trains/buses to board safely
(d) on such days miss an important lecture

Question 2.
The similar problems are faced by the other commuters on the way to their workplace. Imagine their plight and suggest three solutions.

Answer:

Question 3.
Complete the following table:
Answer:

A	B
The way our elders take care of us	The way you can take care of elders in your family.
1. Love and protect us. 2. Support, educate and guide us through childhood and youth until we are independent. 3. Provide us with pocket-money and gifts we ask for.	1. Help them in daily chores. 2. Help with errands to the bank, stores or other requirements. 3. Ensure good health with exercise/ social- engagement/doctor- visits/ meditation.

Question 4.
Write your duties towards the following:

Answer:

(A1)

Question (i)
Discuss with your friend the difficulties focused by the father in the poem.

Question (ii)
Discuss and write the character sketch of the father with the help of the given points.
(His pathetic condition, the treatment he receives at home, his solitude, the way he tries to overcome it)
Answer:
The father is on the late train. This shows he is hard-working. He does not spend any money on himself as his appearance is shown as shabby. He is uncaring about his appearance probably because he is lonely and heart-broken.

He is silent on the train-trip home. He does not speak to co-passengers. Perhaps the sadness in his heart prevents him from even small-talk. He has no travel-mates. He is silent through the trip, and gets off without waving goodbye to any passenger.

His family is cold, distant and uncaring. He is not greeted on arrival. He is given cold food which is not nourishing. He is left to eat the meal alone just reading his book. At the end of the work-day he reads a book, eats by himself, listens to the radio and dreams of the future all alone. Thus the father is a lonely old man, neglected by his own family in spite of working hard for them and heart-sick of his existence.

(A2)

Question (i)
Given below are the ideas conveyed through the poem. Match the pairs and draw out the hidden meaning from those expressions:


Answer:
1. The father hurries home crossing railway line – Father is so eager to meet family members that he doesn’t even bother about his safety.
2. Suburban area, visible through the train, is passed unnoticed – Because there is hardly anything enchanting/interesting in the monotonous routine journey to look out of the window
3. He is just as a small word, dropping from a sentence. – He has so little value in the society where his presence or absence might hardly make any difference
4. He doesn’t get a place in a crowded train. – Uncomfortable journey

(ii) Find the lines to prove the following facts from the extract:

Question (a)
Father is deprived of good food.
Answer:
‘Home again, I see him drinking weak tea Eating a stale chapati’

Question (b)
Children did not have a healthy relation with the father
Answer:
His sullen children have often refused to share
Jokes and secrets with him.

Question (iii)
The poet deals with the theme of man’s estrangement from a man-made world. Analyze it with the help of the extract.
Answer:
The father reaches home. He has a lonely poor meal, served without care. The stale cold food also indicates the coldness in relationships in the family. The weak tea is a metaphor for the fragile family bond. There is no bonding. Home is only a shelter for him and he is only a provider for them. The father is lonely among his own family as well. So the father is alone in the crowd of strangers and also among his own family.

Question (iv)
The father contemplates his past and peeps into his future. Give reasons.
Answer:
The father silently ponders on his past. There is no communication with his family members. He would have sat with family members together to recall happy memories and enjoy them again. Reliving the past would have been one way for the family to bond. But the father thinks of the past alone. Future plans could be also discussed with family members. A lot of discussions could have happened about money, savings, career, a wedding and so on.

Advice, suggestions are given, arguments and disagreements happen, and even anger sometimes. But the father has nothing like this happening in his presence. There is only a sullen silence. He remembers his past and thinks of possible grandchildren. No one shares his dreams. He spends the past, present and future alone and in silence.

(A3)

Question 1.
Complete the following using suitable describing words as they appear in the poem with the help of the words given in the brackets:
(weak, dim, muddy, soggy, stale)
Answer:
(a) Father’s attire – soggy
(b) Father’s tea – weak
(c) Father’s footwear – muddy
(d) Father’s food – stale
(e) Father’s eyesight – dim

(A4)

Question (i)
Identify and write the lines from the extract which expresses the following figures of speech:
Answer:

Figures of speech	Lines
1. Simile	‘Like a word dropped from a long sentence’ The father getting off the train is compared to a word dropped unnoticed as many others words are there.
2. Alliteration	1. ‘My father travels on the late evening train’ [1] The sound ‘t’ is repeated. 2. ’Suburbs slide past his unseeing eyes’ [3] the sound ‘s’ is repeated.

Question (ii)
I see him drinking weak tea, eating a stale chapati.
Here ‘stale chapati’ stands for stale food/ non-nourishing food or diet, where the part symbolizes the whole, i.e. food. Guess the name of the figure of speech.
Answer:
The figure of speech is ‘synecdoche’.

(A5)

Question (i)
Write a counterview on the following topic:
“Every day is a mother’s/ father’s day.”
(a) If you love them, you don’t need to wait for such days.
(b) Celebrating days is just a formality.
(c) Celebrations of the days condition your expression of emotions.
(d) It is a kind of a pretext to neglect your everyday responsibilities.
Answer:
We love and respect our parents. We must be sure to be loving and respectful in our everyday behaviour and actions. They work, laugh, sacrifice – all only for their children -US! When we behave respectfully and lovingly with elders, the cards or a special day in the year are just a formality.

Our feelings for our parents are unconditional. We don’t say ‘if they do something, only then will we do something in return, while interacting with elders in the family. We cannot be loving, caring, obedient and helpful only on a Father’s/Mother’s Day. We have to be all these towards our parents and elders EVERY DAY.

So ‘Every day is Mother’s/Father’s Day!’

Question (ii)
Write an appreciation of the poem considering the following points :

• About the poem/poet/title
• Theme
• Poetic devices, language, style
• Special features – tone and type
• Values, message
• Your opinion about the poem

Answer:
The poem ‘Father Returning Home’, by Dilip Chitre – a bilingual poet – is about a lonely old man’s coming home from a long day at work. The poet describes his silent and lonely journey home in the crowded Mumbai local train. It is a metaphor for the father’s isolated life even though he is among people.

The poet speaks of the ‘unseeing’ eyes on the scenery flashing past the train. The same thing the man sees daily when commuting has nothing new, just like his uninteresting life. The setting is dusk in monsoon. The man’s dress and appearance are also metaphorical.

His soggy clothes and mud stained raincoat symbolize his shabby appearance and also his sad life. The man carries a bag full of books. He is well-read maybe. Thus when the man gets off the train the poet compares it to a word falling from a sentence. He goes unnoticed as an unimportant word dropped from a long sentence – a simile. The ‘long sentence’ – imagery – makes us imagine the long train and the passenger is one word that is getting down.

The platform he crosses is grey, colour imagery for gloominess or dirty surroundings. The poet uses informal language and an easy style. The poet describes him ‘hurries’ along the platform and again ‘hurries’ on to his home. This repeated word shows his eagerness to reach his shelter and I get dry. The words create an imagery of a shabby, pitiable but scholarly man.

The second part of the poem is about the man in his home. The meal he eats shows the poor quality as well as the careless way it is served. He ‘ reads a book while he eats. That is a clear imagery for his loneliness at home also. The family offers no company after his long day and tiring commute.

In the toilet he is pondering on how he has been shut out of the world although he is in the crowd. He is a stranger among his family in his own home. His children don’t speak to him and won’t share any part of their life. They are not interested in his life also. He goes to sleep thinking of the past and future, listening to harsh sounds on the radio.

The message is how the elderly are used by their own children but neglected when they need care. The poem is about a man who may be misunderstood. He is lonely even in the middle of crowds. It teaches how we should not behave to j persons who are in the autumn of their life. I feel sorry for such people who have worked hard in their life but the younger relatives discard them once their use is over.

Question (iii)
Compose a short poem in about 4-6 lines on your father.
Answer:
My Father

He is unselfish, caring,
Honest and hard-working
Simple, strict and well-read
Upright, always respected
By family and every friend.
He tried to excel till the end.

Question (iv)
Write a character sketch of any one of your family member.
Answer:
My Mother
If anyone cannot believe angels walk on the earth they should come and meet my mother. My mother is the most affectionate and gentle human I have ever met. She has never spoken a harsh word to anyone as far as I recall. She is so very concerned for the comfort of every other person that she neglects herself.

She looks after her father-in-law who is in his eighties. He is a great scholar and gets many visitors. She attends cheerfully to them all apart from looking after us. My father, my sister and I help out with as much of the household chores as we can.

But the main load of running the home falls on her. She takes care of that responsibility so cheerfully as if it is very light. She is loving and jovial with our friends when my sister and I invite them home, She advises us not to overspend but always has a tasty meal when friends and relatives gather for a festival meal.

My father does not make any important decisions in my mother’s absence. She discusses everything till they arrive at the most suitable decision. Our grandfather will not eat anything which my mother has not made. After my grandmother passed, he relies on ‘Saru’ my mother, for his diet meals, medicine, his reference books, walking stick, shawl and everything to be in their place.

My mother is our world.

(A6)

Question (i)
Dilip Chitre has translated Sant Tukaram’s ‘Abhangas’ (devotional poems) for which he received Sahitya Akadeini Award. Browse the internet to collect more information about it.

Question (ii)
List various occupations related to services which can be rendered to senior citizens.
(a) To counsel patients of Alzheimers’ disease.
(b) (Students may attempt this on their own.)
(c) (Students may attempt this on their own.)

Yuvakbharati English 12th Digest Chapter 2.5 Father Returning Home Additional Important Questions and Answers

Read the extract and complete the given activities:

Global Understanding:

Question 1.
List the difficulties faced by the father in the extract.
Answer:

1. The father is returning late in the day.
2. He has to stand the entire trip home.
3. He is in wet clothes for a long time till he can reach home.
4. His sight is weak with age.
5. His cheap footwear is muddy and maybe inconvenient in the monsoon.

Question 2.
Find the lines to prove the following facts from the poem.
Father does not bother to buy anything new for himself and makes do with old, worn out possessions.
Answer:
‘His bag stuffed with books is falling apart’ (line 6)

Question 3.
Choose the correct option and give reasons for it:
Refusal of the children to share jokes and secrets indicates:
(a) They are angry
(b) Generation gap
(c) Lack of concern
Answer:
All three could be reasons.
The children are angry that the father is unable to earn more, provide better life for them.
The father is old and the youngsters cannot relate to him. They are selfish and don’t care for the man who is doing his best.
The children have no care, love or respect for the father. It might not be a close-knit family. So there is no concern for the hard-working breadwinner.

Question 4.
List the difficulties faced by the father in the extract.
Answer:

1. The father is not greeted on his arrival home at the end of the day; is not served any nourishing food – has weak tea and stale chapati.
2. The family does not interact with him. His book is his company.
3. His children are bad tempered sharing no details of their life or asking about his day.
4. He must be going to work like this, also returns silently, to a silent home to his unfriendly family for whom he works.
5. He is unnoticed, uncared for, unappreciated, almost like an outsider in his own home and family.

Inference/Interpretation/Analysis:

Question 1.
The poet deals with the theme of man’s estrangement from a man-made world. Analyze it with the help of the extract.
Answer:
There are two scenarios in the poem. The first part is about the father’s time spent time outside, and the second part describes his time in his home. The first line says he is travelling on the evening train. The Mumbai local trains are famously crowded. But among the crowds he does not speak to a fellow passenger. He stands silently through the commute till he gets down. He doesn’t take leave of any friend and no one waves to him. Among the crowds he is alone.

Question 2.
Given below are the ideas conveyed through the poem. Match the pairs and draw out the hidden meaning from those expressions:
Answer:

Expressions	Meaning
1. The father hurries home crossing railway line	(a) Uncomfortable journey
2. Suburban area, visible through the train, is passed unnoticed.	(b) Has least value in the society where his presence or absence might hardly make any difference
3. He is just as a small word, dropping from a sentence.	(c) Because there is hardly anything enchanting/ interesting in the monotonous routine journey to look out of the window
(4) He doesn’t get a place in a crowded train.	(d) Father is so eager to meet family members that he doesn’t even bother about his safety.

Answer:
1. Children avoid expressing themselves – Hostility of children
2. Father was deprived of refreshing hot beverages or nourishing diet – His basic daily requirements were also not catered to.
3. The father was destined to listen only to the crackling sounds on media – The father could not even have some entertainment by himself on the radio.
4. His sordid present is devoid of any hope – He could only indulge in imagination about his past and future.
5. The father’s endless commuting distance him from his children – Father is not less than any tribal wanderer, a modern nomad.

Personal Response:

Question 1.
Write a note on ‘the hard work faced by parents for the family’.
Answer:
Our parents love us from the moment we are born. They watch us grow up and give us everything they can. They try to fulfil our wishes to the maximum extent possible. They work hard. The father works outside the home and the mother in the home. They spend their time, energy and resources on the children.

The children should realize that their parents do so much for them. We must not take their sacrifice for granted. We can never repay them. We must at least try and give them comfort and joy. It is our first duty to obey and love our parents and look after them when they grow old and unable to take care of themselves.

Question 2.
Describe the nature of the family members, from the father’s behaviour in the extract.
Answer:
The family members seems selfish and uncaring. The father drinks weak tea and eats stale food on his return. It is possible to serve fresh food, to the bread-winner returning home even if it is the most simple or poorest of food. If he has a wife then she does not seem to care much about his wellbeing.

The poet clearly states that the children have refused to share any lighter moments or conversation with their father. Probably the mother’s behaviour has made the children also treat him this way. If it is poverty they are facing then the family seems selfish in demanding he work for them but not even offering their company or kindness in return.

Poetic Devices:

Question 1.
Find out the examples of transferred epithets from the extract.
Answer:
‘Suburbs slide past his unseeing eyes. The ‘unseeing’ is transferred to eyes. The eyes are seeing but his mind is not registering any sight. So the quality of ‘not seeing’ is given to the eyes.

Poetic Creativity:

Question 1.
Compose a few lines on ‘Distance’.
Answer:
Distance
I travel for an hour to work, and an hour back.
This is the exact distance of the track
Between myself and the people whom
I go to a place called home.

Balbharti Maharashtra State Board Organisation of Commerce and Management 12th Textbook Solutions Chapter 8 Marketing Textbook Exercise Questions and Answers.

Maharashtra State Board 12th Organisation of Commerce and Management Solutions Chapter 8 Marketing

1. (A) Select the correct options and rewrite the sentence

Question 1.
The term market is derived from the ………………. word ‘mercatus’.
(a) French
(b) Latin
(c) Italian
Answer:
Latin

Question 2.
In the ………………. concept of market, emphasis is given on ‘buying and selling of goods or services’.
[a) Place
(b) Exchange
(c) Customer
Answer:
Exchange

Question 3.
Perishable goods such as vegetables, fruits, milk products, etc. are sold in ………………. Market
(a) Very Short Period
(b) Short Period
(c) Long Period
Answer:
Very Short Period

Question 4.
Retail market is the market where retailer sells goods directly to the ……………… in small quantities.
(a) producer
(b) wholesaler
(c) consumer
Answer:
consumer

1. (B) Match the pairs

Question 1.

Group A	Group B
(A) Market	(1) Single Seller
(B) Registered brands	(2) Stock Market
(C) Monopoly	(3) Distinct Name
(D) Branding	(4) Mercatus
(E) Digital	(5) Single Buyer
	(6) ISI
	(7) Trademark
	(8) Use of traditional media Marketing
	(9) Multiple seller
	(10) Use of digital media

Answer:

Group A	Group B
(A) Market	(4) Mercatus
(B) Registered brands	(7) Trademark
(C) Monopoly	(1) Single Seller
(D) Branding	(3) Distinct Name
(E) Digital	(10) Use of digital media

1. (C) Give one word/phrase/term for the following statements

Question 1.
The market for the commodities which Eire produced in one country and sold in other countries.
Answer:
International market

Question 2.
Type of market where durable commodities which are generally non-perishable in nature are sold.
Answer:
Long period Market

Question 3.
The market where goods Eire sold to the ultimate consumers or the users of the product.
Answer:
Retail Market

Question 4.
Two sellers, selling either a homogeneous product or a differentiated product.
Answer:
Duopoly

Question 5.
Giving of distinct name to one’s product.
Answer:
Branding

1. (D) State whether following the statements are True or False

Question 1.
The term market is derived from the Latin word ‘mercatus’.
Answer:
True

Question 2.
Market may be defined as aggregate demand by potential buyers for a product or service.
Answer:
True

Question 3.
The market for the commodities which are produced in one country and sold in another countries is known as national market.
Answer:
False

Question 4.
In wholesale market sellers are known as retailers and buyers are known as wholesaler.
Answer:
False

Question 5.
Regulated Market operates according to forces of demand and supply.
Answer:
False

1. (E) Find the odd one

Question 1.
Primary Market, Secondary Market, Retail Market, Terminal Market
Answer:
Retail Market

Question 2.
Stock Exchange, Foreign Exchange, Bullion Market, Manufactured Goods Market
Answer:
Manufactured Goods Market

Question 3.
Price, People, Promotion, Product
Answer:
People

Question 4.
People, Promotion, Physical Environment, Process
Answer:
Promotion

1. (F) Complete the sentences

Question 1.
……………. is the place where transaction of buying and selling of goods and services take place in exchange of money or money’s worth.
Answer:
Market

Question 2.
…………… refers to a market situation when there is a single buyer of a commodity or service.
Answer:
Monopsony

Question 3.
…………….. is a slip which is found on the product and provides all the information regarding the product and its producer.
Answer:
Label

1. (G) Select the correct option and complete the following table

(Mercatus, Industrial goods, Oligopoly, E. Jerome McCarthy, Booms & Bitner)

	Group A	Group B
1.	Commodity Market	————–
2.	————–	A few sellers
3.	——————	To trade merchandise
4.	4 Ps	————–
5.	————–	3 Ps

Answer:

	Group A	Group B
1.	Commodity Market	Industrial goods
2.	Oligopoly	A few sellers
3.	Mercatus	To trade merchandise
4.	4 Ps	E Jerome McCarthy
5.	Booms & Bitner	3 Ps

1. (H) Answer in one sentence

Question 1.
What do you mean by ‘Local Market’?
Answer:
Local Market refers to local geographical area in the region within which goods and services are bought and sold, e.g. purchase of grocery from the grocery shop located near to residential area.

Question 2.
What do you mean by ‘Regulated Market’ ?
Answer:
Market which is governed (regulated) by the statutory or legal provisions of the country is called regulated market, e.g. Stock exchange, Foreign exchange, etc.

Question 3.
Define Market.
Answer:
Market is the place where two or more parties, i.e buyer and seller are involved in buying and selling of goods and services for money or money’s worth.

Question 4.
What do you mean by Standardisation?
Answer:
Standardisation means setting up of standards or fixing certain norms in relation to design, quality, size, process, weight, colour, etc. of the product.

Question 5.
What do you mean by Branding?
Answer:
Branding refers to a process in which separate identity to a product is given through unique brand name to differentiate it from other products.

1. (I) Correct the underlined word and rewrite the sentence

Question 1.
Commodity Market refers to the market for borrowing and lending long term capital required by business.
Answer:
Capital Market refers to the market for borrowing and lending long term capital required by business.

Question 2.
In duopoly there is a single seller.
Answer:
In monopoly there is a single seller.

Question 3.
Pricing bridges the time gap between production and sale of goods.
Answer:
Warehousing bridges the time gap between production and sale of goods.

Question 4.
Branding is the process of classification of products according to similar characteristics and/or quality.
Answer:
Grading is the process of classification of products according to similar characteristics and/or quality.

Question 5.
Grading helps in avoiding breakage, damage and destruction of the product.
Answer:
Packaging helps in avoiding breakage, damage and destruction of the product.

1. (J) Arrange in proper order

Question 1.
Local market, International market, National market.
Answer:
Local market, National market, International market.

Question 2.
Grading, Market Planning, Distribution.
Answer:
Market Planning, Grading, Distribution.

2. Explain the following terms/concepts

Question 1.
Market.
Answer:
(1) The word ‘market’ has originated from the Latin word ‘mercatus’ which means ‘to trade’, ‘to trade merchandise’ or ‘a place where business is transacted’. Thus, market refers to the specific place where buyers, sellers and other middlemen gather and buy and sell commodities for certain price which is predetermined or bargained.

(2) In earlier days, place played a significant role in defining the term ‘market’. However, in modern days of information technology it has got wider meaning. Now the term ‘market’ is no more restricted to specific place or area, but it implies a complex network of dealers linked physically by telephone, computer, internet and many other arrangements and facilities which effect transfer of goods and services at a place.

Question 2.
Place Concept of Market.
Answer:
Place concept of market : The place concept of market is usually taken to mean the place where the goods and services are bought and sold for money or money’s worth. In the place concept of market, emphasis is given on the place where trading takes place. It is referred to a place where buyers, sellers and other intermediaries meet and buy and sell goods and services. In ancient days the term market was defined on the basis of place only. However in recent era of information and technology market has wider meaning and not just a place.

Question 3.
Commodity Concept of Market.
Answer:
Commodity concept of market : In this concept of market more stress (significance) is given on exchange of goods and services. In this concept the process of exchange of goods and services is more important and not the place of exchange. The buyer and seller and commodity bought and sold among them play significant role in this process. Accordingly, commodity concept of market means ‘buying and selling of goods and services’.

Question 4.
Digital Concept of Market.
Answer:
Space or Digital concept of market : Growth and development of information technology gave rise to the new concept of the market known as space or digital concept. Now people can buy and sell any commodity easily and conveniently with the help of new and sophisticated E-commerce portals and mobile applications. The direct contact between buyer (customer) and seller is now possible through the communication media such as telephone, mobile, computer, internet, etc.

Question 5.
Product.
Answer:
Product : An article, goods, commodity, or service that is manufactured and offered to the customers for sale is called product. It has capacity to satisfy desire or need of the customers. The products may be either tangible or intangible. It can be in the form of goods or services. By undertaking extensive market research the business enterprises are required to decide the right type of products to be produced and sold. The product creates impact on the mind of the customers on which success or failure of business firm depends.

Question 6.
Price.
Answer:
Price : The amount of money given or required to buy a product is called price. It is essentially the amount that customer ready to pay for a product. The cost of the product, willingness of the customers to pay for the product, value and utility of the product are the main factors that businessmen have to considered while (determining) deciding the price of a product. Price of the product should be neither too high which affects the demand adversely nor too low which reduces the profitability of the business.

Question 7.
Promotion.
Answer:
Promotion : Promotion is one of the basic elements of marketing because it makes the customers aware of its product, creates brand recognition and sales. Promotion refers to any type of marketing communication used to inform and persuade potential buyers or consumers to buy the products by explaining them the regular merits of products, service, brand, etc. Promotion mix comprises of different tools such as advertising, sales promotion, direct marketing, personal selling, etc. promotional strategies to be used in the business depends on various factors such as budget, target market and the message wants to communicate.

Question 8.
Marketing Mix.
Answer:
(1) The term ‘marketing mix’ is of recent origin and it is often used in modern marketing. Marketing mix refers to the mixture or combination of various marketing variables that the business enterprises intermix and control to get expected result from the target market. In other words, marketing mix means placing the right product, at right price, in right place and at right time. It is considered as one of the important tools of marketing. Every business enterprise must develop appropriate marketing mix to expand turnover and achieve its objectives.

(2) The 4 Ps of marketing mix viz. product, price, place and promotion were introduced by E. Jerome McCarthy in 1960. Then in 1981, 4 Ps were further extended by Booms and Bitner by adding 3 new elements viz. People, Process and Physical Environment. The marketing mix is broadly categorised into two types, viz. Product Marketing Mix (first 4 Ps) and Service Marketing Mix (newly added 3 Ps). In brief, marketing mix implies taking appropriate decisions in the above stated 7 broad areas which are supplementary to one another by the business enterprise.

Question 9.
Packaging.
Answer:
Packaging : The term ‘Pack’ means a collected amount of anything wrapped up or tied together for carrying. Package is a parcel, box or container in which things are packed accordingly, packaging means a process by which a finished product is made ready for storage, delivery or transportation, usually by placing the product in container or providing it with a wrapping. It implies designing the package for the product. The aim of packaging is to protect the goods during transport and storage and to preserve the contents and the quality of the product. It facilitates easy handling of goods in transit and helps to avoid breakage, leakage, damage, spoilage, pilferage and destruction of the product.

Question 10.
Labelling.
Answer:
Labelling : The term, ‘label’ means a piece of paper, card or other material attached to an object. It is a slip affixed on the product which provides all detail information in respect to product and its producers. It also gives details of ingredients and their quantity used in the product. Labelling also gives information about the product i.e. its weight, size, price, date of manufacture and expiry name and address of manufacturer, etc. The slip on which all these information are printed is called label and its process is called labelling. A label may be part of the package or it may be attached as a tag on the product. Labelling serves as an effective tool of marketing the product. Label is used to indicate the brand, grade, quality, etc. of the product. Good labelling adds to products overall attractiveness.

3. Study the following case/situation and express your opinion

Question 1.
Mr X purchases goods from nearest shop. Mr Y purchases mobiles from Tokyo. Mr Z of Nandurbar purchases electronic goods from Delhi.

(i) From which type of market does Mr. X purchase?
(ii) Name the type of market from where Mr. Y deals.
(iii) State the type of market from where Mr. Z purchases goods.
Answer:
(i) Mr. X purchases goods from Local market.
(ii) Mr. Y purchase mobiles from Tokyo (foreign market) and hence he deals in International market.
(iii) Mr. Z of Nandurbar purchases electronic goods from Delhi, i.e. from National market.

Question 2.
Mr. X deals in import and export business so he needs different foreign currencies. For the expansion of his business, he borrows money from bank. He invests his funds in the equity shares.

(i) Name the market from where Mr. X borrows money.
(ii) Name the market where Mr. X invests his funds.
(iii) Which type of currency is required for international market?
Answer:
(i) Mr. X borrows money from capital market.
(ii) Mr. X invests his funds in the regulated market.
(iii) The different foreign currency is required by Mr. X for international market.

4. Answer in brief

Question 1.
Explain in detail the significance of marketing to the society.
Answer:
(1) Increase in standard of living : The main aim of marketing is to supply goods and services to fulfil the customers’ requirements. Marketing finds out the requirements of the customers and accordingly make efforts to supply quality products at cheaper prices. This in turn helps to maintain and raise the standard of living of the customers. In recent era, large scale production of products and services have considerably reduced their prices due to which poor people also attain reasonable level of living.

(2) Provide employment : Modern marketing i undertakes almost all functions of organisation such as buying, selling, financing, transport, warehousing, risk bearing, research and development, etc. which generate and create more job opportunities in different capacities and help to solve the problem of unemployment.

(3) Decreases distribution coats : Effective and proper utilisation of channel of distribution reduces overall cost of the products and services, Thus, marketing activities make the goods and services available to the society at cheaper prices. Due to reduction in the cost, number of potential consumers will also increase. It also gives guarantee of timely availability of the product.

(4) Consumer awareness : Marketing helps the society by educating consumers and by giving information of new products and services available in the requirements of consumers by providing relevant information, goods and services to the people as per their demand and taste. Marketing also includes information to help in making a purchase.

(5) Increase in National income : The scientifically well organised marketing activities facilitates rapid economic development of the nation. Well organised and effective marketing of products and services facilitates industrialisation, increases job opportunities and develop the economy. Effective marketing integrates agriculture and industry which in turn bring rapid development in the country.

(6) Managing consumer expectations : Marketing research enables the business organisations to understand the requirements of the consumers which helps in development of products to satisfy the customers expectation. The business organisations make certain changes in the product by considering customers’ review. Through marketing, business enterprises inform consumers about the major changes such as mergers, transfer in ownership which affect product offerings. Government regulations stop marketers to make false and misleading claims.

Question 2.
Explain 4Ps of product marketing mix.
Answer:
7 Ps of marketing are explained as follows:
(1) Product : An article, goods, commodity, or service that is manufactured and offered to the customers for sale is called product. It has capacity to satisfy desire or need of the customers. The products may be either tangible or intangible. It can be in the form of goods or services. By undertaking extensive market research the business enterprises are required to decide the right type of products to be produced and sold. The product creates impact on the mind of the customers on which success or failure of business firm depends.

(2) Price : The amount of money given or required to buy a product is called price. It is essentially the amount that customer ready to pay for a product. The cost of the product, willingness of the customers to pay for the product, value and utility of the product are the main factors that businessmen have to considered while (determining) deciding the price of a product. Price of the product should be neither too high which affects the demand adversely nor too low which reduces the profitability of the business.

(3) Place : The distribution or placement of product is a significant aspect of the marketing, Place is the element of marketing mix that ensures that right product is distribute and made conveniently available to the potential consumers or buyers at right price, at right location and at right time too. The business enterprises are required to distribute the products at a place easily approachable to the potential consumers or buyers. Place in this respect covers location, distribution and the ways of giving the products in the hand of the customers. The system of distribution decides the coverage of the product in the market.

(4) Promotion : Promotion is one of the basic elements of marketing because it makes the customers aware of its product, creates brand recognition and sales. Promotion refers to any type of marketing communication used to inform and persuade potential buyers or consumers to buy the products by explaining them the regular merits of products, service, brand, etc. Promotion mix comprises of different tools such as advertising, sales promotion, direct marketing, personal selling, etc. promotional strategies to be used in the business depends on various factors such as budget, target market and the message wants to communicate.

Question 3.
Explain 3Ps in marketing of services.
Answer:
1. People : The employees, i.e. people inside the business and consumers/customers, i.e. people outside of the business create direct or indirect impact (influence) on the business. People include all individuals that play key role in offering the product or service to the buyer or customer. People inside the business comprise employees who assist to deliver services to the customers. Right people appointed to work at right place definitely add value to the business. The management or employer of the business enterprises are required to recruit right people, train them, develop their skill and retain them for their success.

2. Process : The steps taken by the business organisation in carrying the products and services from the place of business to the doorsteps of customer are called process. Processes are significant to provide a quality service. Good process ensures same standard of service to the customers, save time and cost by enhancing efficiency. The growth and development of technology enable the business organisations in effective monitoring of the process of business and help to take corrective action if necessary.

3. Physical environment : Marketing environment in which the interaction between customer and firm takes place is called physical environment. While providing (offering) intangible services, the service providers always try to incorporate certain tangible elements into their offering to increase experience of customers. In the service market, physical or tangible evidence is essential to ensure that the service is successfully provided. Physical evidence enables the customers to trace conveniently the brand leaders in the market. The physical evidence comprises of location, layout, packaging, branding, interior design, dress of the employees, their action, waiting area, etc.

Question 4.
Explain types of market on the basis of area covered.
Answer:
On the basis of area covered:
(i) Local market: Local market refers to local geographical area in the region within which goods and services are bought and sold, e.g. purchase of grocery from grocery shop located in a market near to residential place.

(ii) National market : National market refers to the area of a country within which goods and services are bought and sold, e.g. purchase of apples on wholesale from the state of Haryana by a customer staying in Mumbai.

(iii) International market : The market where the goods and services which are manufactured in one country and sold in many other countries is called international market, e.g. purchase of petrol by Government of India from Saudi Arabia.

Question 5.
Explain types of market on the basis of time.
Answer:
On the Basis of time:
(i) Very short period market : The market which is organised and carried on for very short period of time is called very short period market. This market has existence for very short period say few hours or for a day at a particular time and place, e.g. market for perishable goods such as vegetables, milk, fish, milk products, meat, fruits, etc.

(ii) Short period market : The market which is organised and carried out its functions for short period of time is called short period market. This market has existence for a short period, weekly market, festival market, market during fairs, etc. are known as short period market. In this market mostly perishable goods and semi-durable goods are bought and sold.

(iii) Long period market : The market which is organised and continued its functions for long period of time is called long period market. This market has existence for long period of time. In this market usually durable commodities are bought and sold.

5. Justify the following statements

Question 1.
Marketing is significant to the consumers.
Answer:
Importance of marketing to the consumers:
(1) Promotes product awareness : Many companies undertake different marketing activities to promote their products and services. Marketing makes consumers aware about the different products, various brands and features of products and services available in the market. Marketing facilitates the consumers to take right decision on purchases of products. On the basis of marketing information consumers can compare product features, availability, price and other essentials. Marketing also improves the quality of life of the consumers.

(2) Provides quality products : On account of increasing competition in the market, consumers easily get information about the product and services available in the market. Marketing creates moral pressure on the business enterprises to sell quality products and services to the consumers. If business enterprises supply defective products to the consumers, sooner or later, it will create negative image of the business and adversely affect customers’ loyalty towards business and products.

(3) Provides variety of products : Marketing provides information to the consumers about the product and attracts them to purchase the same market segment or marketing plan becoming critical in any business on account of increase in customer population their preferences and availability of competitive options. The business organisation are required to launch product by considering market segment. The business organisations are required to make available variety of goods to fulfil the requirements of different market segments of the consumers. According to price, size and quality of products, variety’ may change.

(4) Helps in selection : In the competitive markets, different variety of products with different brands are available. Marketing enables the consumers to select the best products and services from the different options available.

Question 2.
Promotion plays an important role in marketing.
Answer:
(1) Promotion means any type of marketing communication used by the business enterprises to inform and persuade potential buyers to buy the products or services. In promotion merits of products, services, brand benefits, etc. are explained to the potential buyers to attract them towards the products. Promotion mix comprises of different tools such as advertising, sale, promotion, direct marketing, personal selling, publicity, etc.

(2) Business enterprises make use of combination of all or some of these five methods for promotion of their products and services as per the need of the business. Promotional activities help the organisation to increase brand awareness in the market. In brief promotion is concerned with informing the customers about the products of the firm and persuading them to buy the products.

(3) Promotional strategy to be used in the organisation depends on the various factors such as budget, the message it wants to communicate and target market. Promotion is an important element of marketing that creates brand recognition and ultimately increase sales.

(4) Business enterprises through promotion attract consumers to buy and taste the products. Promotion mix to be used will depend upon the nature of the product, type of customers, stage of demand, degree of competition, etc. Promotion helps business organisations to enhance the sales. Increase in sales, increases profit for the organisation. If the increased profit and income is reinvested in the business, it will earn more and more profits in the future. Promotion helps the organisation to create awareness about existing products, new arrivals and the company selling certain products in the market. It creates brand image among the buyers. Business organisations also use promotion to build customers’ layout base. This in turn expands sales and profits.

Question 3.
Market can be classified on the basis of competition.
Answer:
On the basis of competition:
(i) Perfect market : A type of market in which large numbers of buyers and large numbers of sellers exist to buy and sell homogeneous product at prevailing market price is called perfect market. In this market, all buyers and all sellers have equal access to all information and have perfect knowledge about the market conditions. Neither single buyer nor a single seller can influence price. One uniform single price prevails in the market, This model of perfect market is frequently used in economic analysis.

(ii) Imperfect market : A type of market which has distinct features of market imperfection such as single seller, imperfect knowledge of market conditions on the part of buyers or sellers, failure to make adjustment in demand and supply, etc. is called imperfect market, e.g. monopoly market. Imperfect market is further sub-divided into the following categories:

(a) Monopoly : The word monopoly is the combination of two words, viz. ‘mono’ means one and ‘poly’ means seller. Accordingly, a market structure which is characterised by a single seller selling unique product in the market is called monopoly. In monopoly, seller faces no competition as he is the sole seller of goods with no close substitute. He controls the entire supply and enjoys the power of setting the price for his goods. He is price maker.

(b) Duopoly : A market situation in which two suppliers dominate the entire market for a commodity or service. In this market, there are two sellers, who either sell a homogeneous product or differentiated product. They enjoy a monopoly in the product produced and sold by them.

(c) Oligopoly : Oligopoly is a state of limited competition in which market is shared by a limited number (few) of producers or sellers producing and selling either a homogeneous product or a differentiated product.

(d) Monopsony : Market situation in which there is only one buyer substantially controls the market as major and single purchaser of goods and services offered by many producers or sellers, is called monopsony market, e.g. labour market, a firm is the sole purchaser of a certain kind of labour.

Question 4.
Marketing helps in increasing consumer awareness.
Answer:
(1) Many companies undertake different marketing activities to promote their products and services. Marketing makes consumers aware about the different products, brands, features and usefulness of the products and services available in the market. Marketing facilitates the consumers to take right decisions on the purchases of right products and services.

(2) Marketing helps the society by educating consumers and through giving information of new products and services available in the market and their usefulness. Marketing identifies and satisfies the requirements of consumers by providing relevant information, goods and services to the people as per their demand and preferences. Marketing provides information to consumers to take right decisions.

(3) On the basis of marketing information, consumers can compare products features, availability, price and other essentials and chooses right products at right prices. Marketing also helps to improve the quality of life of the consumers. Marketing helps to create awareness about the existing products, new products entering into the market and the company selling specific products in the market. This in turn helps to raise awareness among the potential and prospective consumers. Marketing also creates brand image among the consumers.

(4) The business organisations use marketing to create awareness among the consumers regarding major changes such as mergers and transfer of ownership that influence products offerings or way to improve quality. Thus, marketing creates awareness among the consumers about the products available in the market and attracts the customers to buy the same.

Question 5.
There is a need of branding to get’ recognition among the consumers.
Answer:
(1) A name, design, term, symbol, sign, numeral or combination of them given to the product to identify the goods or services of the one manufacturer and to differentiate them from those of competitors, is called a brand. Branding, therefore means, giving a distinctive identity to a product. Bata, Surf, Coca-Cola, 501 soap, 50-50, etc. are some of the well-known brands. Registered brand is called trade mark. Trade mark cannot be copied by other firms. Branding is done mostly for manufactured goods.

(2) Brands are very effective for wide publicity. It helps sampling. Effectively established brands increases value of business in the industry. Good brand expands the business and create a positive impact on the business and the customers. The customers attracted towards the products are assured dependability and loyalty by using branded products. Strong branding helps to generate new customers and maintain the existing and regular customers.

(3) Branding helps the products and producers to get recognition among the consumers. Branding facilitates advertising and price control. Branded goods enjoy a wider market as the necessity or personal inspection or sample is avoided. By registering his brand, a businessman can protect his products from imitation.

(4) Branding helps to get new business and increase brand awareness in the market. It creates trust in the mind of consumers, potential consumers and people. The consumers prefer to do business with a company that has professional brand name in the market.

6. Attempt the following

Question 1.
Give classification of market in detail on the basis of ‘Volume of Transaction
Answer:
On the basis of volume of transaction:
(i) Wholesale market : Wholesale market refers to market in which goods purchased and sold in bulk (large) quantity at lower (cheaper) prices. In this market goods are purchased by the wholesalers in large quantity from manufacturers. He then sells these goods in moderate quantity to retailers who then sell these goods to consumers in small quantity. In brief, it is a market for bulk purchases and sales of goods. In this type of market, wholesalers are know as sellers and retailers are known as buyers.

(ii) Retail market : Retail market refers to market in which retailers sell goods directly to the ultimate consumers in small quantity or one to one basis, e.g. General provisional goods shop localised in market.

Question 2.
Give classification of market on the basis of ‘Time’.
Answer:
On the Basis of time:
(i) Very short period market : The market which is organised and carried on for very short period of time is called very short period market. This market has existence for very short period say few hours or for a day at a particular time and place, e.g. market for perishable goods such as vegetables, milk, fish, milk products, meat, fruits, etc.

(ii) Short period market : The market which is organised and carried out its functions for short period of time is called short period market. This market has existence for a short period, weekly market, festival market, market during fairs, etc. are known as short period market. In this market mostly perishable goods and semi-durable goods are bought and sold.

(iii) Long period market : The market which is organised and continued its functions for long period of time is called long period market. This market has existence for long period of time. In this market usually durable commodities are bought and sold.

Question 3.
Explain packaging and labelling.
Answer:
(1) Packaging : The term ‘Pack’ means a collected amount of anything wrapped up or tied together for carrying. Package is a parcel, box or container in which things are packed accordingly, packaging means a process by which a finished product is made ready for storage, delivery or transportation, usually by placing the product in container or providing it with a wrapping. It implies designing the package for the product. The aim of packaging is to protect the goods during transport and storage and to preserve the contents and the quality of the product. It facilitates easy handling of goods in transit and helps to avoid breakage, leakage, damage, spoilage, pilferage and destruction of the product.

Sealed packaging reduces the chances of adulteration or duplication of the products. Materials like bottles, containers, plastic bags, bubble bags, tin, jute bags, wooden boxes, packing foam, etc. are used for packing the product. Packaging decorates and beautifies a product and thereby creates a desire in the minds of the customers to buy the product even through they have no immediate need for it. Good packing increases durability of the product. In brief, packaging is an indispensable technique by which the goods are protected, handled, identified, advertised and sold on large scale. Thus, modern packaging promotes sales.

(2) Labelling : The term, ‘label’ means a piece of paper, card or other material attached to an object. It is a slip affixed on the product which provides all detail information in respect to product and its producers. It also gives details of ingredients and their quantity used in the product. Labelling also gives information about the product i.e. its weight, size, price, date of manufacture and expiry name and address of manufacturer, etc. The slip on which all these information are printed is called label and its process is called labelling. A label may be part of the package or it may be attached as a tag on the product. Labelling serves as an effective tool of marketing the product. Label is used to indicate the brand, grade, quality, etc. of the product. Good labelling adds to products overall attractiveness.

Question 4.
Explain standardisation and grading.
Answer:
(1) Standardisation : The term standard means an object, quality or measure serving as a basis or example to which others should confirm. It is a criterion, rule norm or measurement used for distinguishing one product from another so far its quality is concerned. Accordingly standardisation means fixing or determining certain norms or criteria with regard to the quality of a product. It may be related to process, size, quality, design, weight, colour, etc. of the product. It is a mental process of establishing standard as indicator of certain quality. It facilitates grading. Standardised commodities are easily and quickly sold even at high price in the market due to uniformity in their quality. Standardisation helps to achieve customers’ loyalty towards the product.

(2) Grading : The term ‘grade’ means a class or a category. Accordingly grading means physical sorting or classifying of products into different categories of similar characteristics or quality or set standards. Grading is done on the basis of certain features like size, shape, quality, etc. On the basis of grading, the goods are described as superior, good, better, best, inferior, medium, etc. It is necessary in agriculture, dairy, forest and mineral products. Standardisation and grading are interrelated process because without standardisation grading cannot take place and standardisation has no scope without grading.

Question 5.
Explain importance of marketing to the firm.
Answer:
The importance of marketing to the firm is explained as follows:
(1) Increases awareness : Marketing provides information and creates understanding among the consumers about the existing products, new arrivals and the company selling a particular product in the market. This in turn increases awareness among the potential consumers and creates brand image among the consumers.

(2) Increases sales : After providing information successfully about the products or services among the consumers, marketing attracts them to buy the products or services. Successful marketing campaign enables the business organisations to enhance the sales of the organisation. Expansion in sales increases profit for the organisation which is in turn reinvested in the business to earn more and more profits in the future. In recent era, survival of the business organisations depends on the effective and efficient marketing function.

(3) Create trust : The consumers usually prefer to buy required goods and services from those business enterprises which have trustworthy reputation in the market. To create trust among the customers longer time is required. Trustworthy business enterprises earn loyal customers. This trust worthiness creates customers loyalty. Satisfied customers enhance the brand image of the organisation in the market. Efficient and effective marketing plays significant role in creating good relationship between the customers and the organisation. Efficient pricing policy and appropriate after sales service improve image of the business enterprises. Majority of marketing activities move towards building brand equity of the business.

(4) Basis of making decisions : Every business organisation is required to take several decisions before delivering the final products or services to the consumers. The business organisation is required to considered or face many problems such as what to produce, how to produce, when to produce, and for whom to produce? When business expands, the decision making process becomes more complex. Effective marketing facilitates organisation to take right decisions at right time.

(5) Source of new ideas : Marketing enables the business organisations to know the requirements of the consumers. Feedbacks received from the consumers helps the manufacturers or producers to make improvement or desired changes in the existing products. Tastes and preferences of the consumers change rapidly. Due to marketing, business enterprises understand these changes and new demand pattern emerges in the market. Accordingly, Research and Development department develops the products. In the field of product development 4 Ps of marketing mix viz. product, price, place and promotion play major role. Inventions and innovations are made by the Research and Development team of the business when the need arises.

(6) Tackling the competition : On account of ; increasing competition among all the sectors of the economy, it is now difficult for any business enterprise to create monopoly for its products or services. Marketing creates brand loyalty in the mind of potential buyers. Marketing facilitates organisations to communicate the salient features and advantages of products and services to consumers and induce them to buy the same. Efficient marketing strategies depict better image of the business than competitors. The efficient management always uses modern technology for effective marketing.

7. Answer the following

Question 1.
Define Marketing and explain in detail the concepts of marketing.
Answer:
[A] Definition : The concept of ‘marketing’ has originated from the term ‘market’. The term ‘market’ implies any arrangement by which the buyers and sellers come into contact directly or indirectly to exchange goods and services at a price. Accordingly, marketing means an action or business of promoting and selling products including market research and advertising. It includes all the activities responsible for the flow of goods and services from the centre of production to ultimate consumers.

In brief, the sum total of all the activities involved in the promotion, distribution and selling of product or service from the producer or seller to the consumer or buyer is called marketing. According to Philip Kotler, “Marketing is a social process by which individuals and groups obtain what they need and want through creating, offering and freely exchanging products and services of value with others’’. Marketing is consumer-oriented. It creates customers for the goods produced in advance.

[B] Concept of marketing : The different concepts of marketing are explained below:
(1) Place concept of market : The place concept of market is usually taken to mean the place where the goods and services are bought and sold for money or money’s worth. In the place concept of market, emphasis is given on the place where trading takes place. It is referred to a place where buyers, sellers and other intermediaries meet and buy and sell goods and services. In ancient days the term market was defined on the basis of place only. However in recent era of information and technology market has wider meaning and not just a place.

(2) Commodity concept of market : In this concept of market more stress (significance) is given on exchange of goods and services. In this concept the process of exchange of goods and services is more important and not the place of exchange. The buyer and seller and commodity bought and sold among them play significant role in this process. Accordingly, commodity concept of market means ‘buying and selling of goods and services’.

(3) Exchange concept of market : Exchange concept of market has given stress on the selling and buying of goods and services between buyers and seller with free consent and mutual trust. During the buying and selling any coercion, undue influence or fraud should not be applied by either party to the transaction. The process between buyer and seller should be voluntary.

(4) Area concept of market: Area concept of market associated with exchange concept. This concept gives more stress on free association between buyers and seller to determine the price of goods to be bought and sold. To fix price it is not essential for buyer and seller to meet each other personally. With the help of different modern communication media, buyers and sellers can fix the price and complete the transaction of exchange of goods or services.

(5) Demand or customer concept of market : According to this concept, customer being the king of the market, so important side of the market is to assess (measure) then needs or demand of the customers. As per this concept market can be studied from the total size of demand or customers. This concept states that the aggregate (total) demand of prospective (potential) buyers for any product is a market.

(6) Space or Digital concept of market : Growth and development of information technology gave rise to the new concept of the market known as space or digital concept. Now people can buy and sell any commodity easily and conveniently with the help of new and sophisticated E-commerce portals and mobile applications. The direct contact between buyer (customer) and seller is now possible through the communication media such as telephone, mobile, computer, internet, etc.

Now it is easy for the customers to get information of quality, features, price, terms and conditions etc. of any products of any company. In brief, Digital market may be defined as, “market which uses Information Technology for buying and selling of the products or services and facilitate communication of quality, features, price, terms of exchange among them.

Question 2.
Explain different types of market in detail.
Answer:

(1) On the basis of area covered:
(i) Local market: Local market refers to local geographical area in the region within which goods and services are bought and sold, e.g. purchase of grocery from grocery shop located in a market near to residential place.

(ii) National market : National market refers to the area of a country within which goods and services are bought and sold, e.g. purchase of apples on wholesale from the state of Haryana by a customer staying in Mumbai.

(iii) International market : The market where the goods and services which are manufactured in one country and sold in many other countries is called international market, e.g. purchase of petrol by Government of India from Saudi Arabia.

(2) On the Basis of time:
(i) Very short period market : The market which is organised and carried on for very short period of time is called very short period market. This market has existence for very short period say few hours or for a day at a particular time and place, e.g. market for perishable goods such as vegetables, milk, fish, milk products, meat, fruits, etc.

(ii) Short period market : The market which is organised and carried out its functions for short period of time is called short period market. This market has existence for a short period, weekly market, festival market, market during fairs, etc. are known as short period market. In this market mostly perishable goods and semi-durable goods are bought and sold.

(iii) Long period market : The market which is organised and continued its functions for long period of time is called long period market. This market has existence for long period of time. In this market usually durable commodities are bought and sold.

(3) On the basis of volume of transaction:
(i) Wholesale market : Wholesale market refers to market in which goods purchased and sold in bulk (large) quantity at lower (cheaper) prices. In this market goods are purchased by the wholesalers in large quantity from manufacturers. He then sells these goods in moderate quantity to retailers who then sell these goods to consumers in small quantity. In brief, it is a market for bulk purchases and sales of goods. In this type of market, wholesalers are know as sellers and retailers are known as buyers.

(ii) Retail market : Retail market refers to market in which retailers sell goods directly to the ultimate consumers in small quantity or one to one basis, e.g. General provisional goods shop localised in market.

(4) On the basis of importance:
(i) Primary market : The market for primary products like agricultural and forest products are called primary market, e.g. market for food grains, vegetables, fruits, etc.

(ii) Secondary market : The market for semi-manufactured goods and semi-processed goods is called secondary market, e.g. iron ore market, yarn market.

(iii) Terminal market : The market where finished goods are bought and then sold to the ultimate consumers or the users of the product.

(5) On the basis of nature of goods:
(i) Commodity market : The market for goods, material or produce is called commodity market, e.g. market for consumer goods, industrial goods, etc.

(ii) Capital market : A market place where long term funds required by business enterprises are borrowed and lent is called capital market, The financial assets which are bought and sold in the capital market have long or indefinite maturity period. It deals in both debt and equity with maturity ranging from 1 year to 10 years.

(6) On the basis of regulation:
(i) Regulated market : Markets which are governed (regulated) and controlled by the statutory or legal provisions of the country are called regulated market, e.g. stock exchanges, foreign exchanges, commodity exchanges, etc.

(ii) Unregulated or free market : The markets which are usually regulated and operated according to the forces of demand and supply and not controlled by any statutory provisions are called unregulated or free market, e.g. market for various S commodities and services.

(7) On the basis of competition:
(i) Perfect market : A type of market in which large numbers of buyers and large numbers of sellers exist to buy and sell homogeneous product at prevailing market price is called perfect market. In this market, all buyers and all sellers have equal access to all information and have perfect knowledge about the market conditions. Neither single buyer nor a single seller can influence price. One uniform single price prevails in the market, This model of perfect market is frequently used in economic analysis.

(ii) Imperfect market : A type of market which has distinct features of market imperfection such as single seller, imperfect knowledge of market conditions on the part of buyers or sellers, failure to make adjustment in demand and supply, etc. is called imperfect market, e.g. monopoly market. Imperfect market is further sub-divided into the following categories:

(a) Monopoly : The word monopoly is the combination of two words, viz. ‘mono’ means one and ‘poly’ means seller. Accordingly, a market structure which is characterised by a single seller selling unique product in the market is called monopoly. In monopoly, seller faces no competition as he is the sole seller of goods with no close substitute. He controls the entire supply and enjoys the power of setting the price for his goods. He is price maker.

(b) Duopoly : A market situation in which two suppliers dominate the entire market for a commodity or service. In this market, there are two sellers, who either sell a homogeneous product or differentiated product. They enjoy a monopoly in the product produced and sold by them.

(c) Oligopoly : Oligopoly is a state of limited competition in which market is shared by a limited number (few) of producers or sellers producing and selling either a homogeneous product or a differentiated product.

(d) Monopsony : Market situation in which there is only one buyer substantially controls the market as major and single purchaser of goods and services offered by many producers or sellers, is called monopsony market, e.g. labour market, a firm is the sole purchaser of a certain kind of labour.

Question 3.
Explain in detail 7Ps of Marketing.
Answer:
7 Ps of marketing are explained as follows:
(1) Product : An article, goods, commodity, or service that is manufactured and offered to the customers for sale is called product. It has capacity to satisfy desire or need of the customers. The products may be either tangible or intangible. It can be in the form of goods or services. By undertaking extensive market research the business enterprises are required to decide the right type of products to be produced and sold. The product creates impact on the mind of the customers on which success or failure of business firm depends.

(2) Price : The amount of money given or required to buy a product is called price. It is essentially the amount that customer ready to pay for a product. The cost of the product, willingness of the customers to pay for the product, value and utility of the product are the main factors that businessmen have to considered while (determining) deciding the price of a product. Price of the product should be neither too high which affects the demand adversely nor too low which reduces the profitability of the business.

(3) Place : The distribution or placement of product is a significant aspect of the marketing, Place is the element of marketing mix that ensures that right product is distribute and made conveniently available to the potential consumers or buyers at right price, at right location and at right time too. The business enterprises are required to distribute the products at a place easily approachable to the potential consumers or buyers. Place in this respect covers location, distribution and the ways of giving the products in the hand of the customers. The system of distribution decides the coverage of the product in the market.

(4) Promotion : Promotion is one of the basic elements of marketing because it makes the customers aware of its product, creates brand recognition and sales. Promotion refers to any type of marketing communication used to inform and persuade potential buyers or consumers to buy the products by explaining them the regular merits of products, service, brand, etc. Promotion mix comprises of different tools such as advertising, sales promotion, direct marketing, personal selling, etc. promotional strategies to be used in the business depends on various factors such as budget, target market and the message wants to communicate.

(5) People : The employees, i.e. people inside the business and consumers/customers, i.e. people outside of the business create direct or indirect impact (influence) on the business. People include all individuals that play key role in offering the product or service to the buyer or customer. People inside the business comprise employees who assist to deliver services to the customers. Right people appointed to work at right place definitely add value to the business. The management or employer of the business enterprises are required to recruit right people, train them, develop their skill and retain them for their success.

(6) Process : The steps taken by the business organisation in carrying the products and services from the place of business to the doorsteps of customer are called process. Processes are significant to provide a quality service. Good process ensures same standard of service to the customers, save time and cost by enhancing efficiency. The growth and development of technology enable the business organisations in effective monitoring of the process of business and help to take corrective action if necessary.

(7) Physical environment : Marketing environment in which the interaction between customer and firm takes place is called physical environment. While providing (offering) intangible services, the service providers always try to incorporate certain tangible elements into their offering to increase experience of customers. In the service market, physical or tangible evidence is essential to ensure that the service is successfully provided. Physical evidence enables the customers to trace conveniently the brand leaders in the market. The physical evidence comprises of location, layout, packaging, branding, interior design, dress of the employees, their action, waiting area, etc.

Question 4.
Explain the functions of marketing in detail.
Answer:
The functions of marketing are explained as follows:
(1) Marketing research : The process of identifying the need and want of the customers, gathering information from the consumers, analysing and interpreting that information is called marketing research. Marketing research helps to assess the need in the market, requirements of consumers, time of purchases, quantity of purchases and prices at which products are bought and sold, etc. Marketing Research helps the business organisations to take various decisions on the marketing of products.

(2) Buying and assembling : Buying and assembling involve buying and bringing raw materials at one place for production purpose. This marketing functions is more important because quality and price of raw materials determine (fix) cost and quality of the final product.

(3) Market planning : After estimating the need of marketing the business enterprises are required to outiine the marketing plan and strategies to accomplish the predetermined aims and objectives. Marketing planning refers to the process of defining, determining and organising the marketing aims and objectives of the business and preparing strategies to accomplish those aims and objectives. In brief, market planning is nothing but a comprehensive blueprint that outlines overall marketing efforts of the business enterprises.

(4) Product development : In recent years, product development and design become an important function of marketing. It plays significant role in marketing (selling) the products. Every business organisation is required to develop its products to suit the needs of the consumers. Product design implies decisions in the areas of quality, colour, standards, shape, design, packing, etc. of the product. Most of the consumers always buy better and attractively designed products. Good and attractive design of the product also provides competitive benefits to the business by increasing its turnover. Product development is ongoing process because the needs of the consumers change as time passes.

(5) Standardisation and grading : Standardisation means setting up of standards or fixing certain norms in relation to design, quality, size, process, weight, colour, etc. of the product. Standardisation ensures uniformity in quality of products and helps to gain customers’ loyalty towards the product. Grading means physical sorting and classifying of the products according to standards set up, i.e. similar characteristics or features. Grading is completed on the basis of some features such as size, shape, quality, etc. Usually grading is done in the case of agricultural commodities like rice, wheat, potatoes, sugar, cotton, etc.

(6) Packing and labelling : Attractive package and label make the product successful and create long lasting impression on the consumers about the product. Designing the package for the product in attractive manner is called packaging, Packaging protects the product from breakage, leakage, damage, and destruction. Botties, plastic bags, wooden boxes, bubble bags, containers, tins, jute bags, packing foams, etc. are used for packing the products. A slip providing information of product and its producer pasted or affixed on the product container is called label. It gives protection to the product and serves as an effective tool of marketing.

(7) Branding : Branding means giving a name, symbol, mark or numeral to a product for the purpose of giving a distinct identity to that product is called branding. A brand which is registered is called Trademark. No one can copy trademark in marketing field. Branding gives the product a separate identity and recognition among the consumers which helps to expand business and increase brand awareness in the market.

(8) Customer support service : As the customer is regarded as centre point or the king of the market, business organisation must take required steps to satisfy the customers. The business organisations are also required to take every possible steps to render support services to the customers. Regular support services given to the customers increase their loyalty towards the business organisation. The support services like pre-sales services, after-sales services, consumer helpline, technical assistance, product demonstration, etc. are usually provided to the customers by the businessmen. Customer support services facilitate the business organisations to get, retain and increase the customers.

(9) Pricing of product : Pricing of product is an important and challenging functions of marketing and plays significant role in the market having cut-throat competition. Many times success or failure of products depend on the price charged for the product. While fixing the price of the product the business organisation is required to considered several factor such as cost, desired profit, price of the competitions product, market condition, demand for the product, etc. As per the requirement of market, the businessmen are required to change the prices of the products. The price fixed should neither be too high which may lose customers nor too low which may compel business to incur loss. Hence for deciding the right price, extensive market research should be undertaken.

(10) Promotional channels : The process of convening the consumers information of the products, their features, prices, uses, etc. and inducing them to buy the products is called promotion. Important tools of promotion include personal selling, advertisement, publicity and sales promotion. The businessmen can use some of the tools or combination of some tools for promotion of their products. Promotional activities increase brand awareness in the market.

(11) Distribution: The activities which are related to movement of finished products from the place of business to the doorsteps of consumers are called distribution. The distribution comprises of transportation, material handling, order processing, packaging, warehousing, inventory control, market forecasting, plant and warehousing location and customer service. The business organisation is required to spend major part of marketing budget of the business or the distribution. The significance of physical distribution for business organisation mostly depends on the type of product and level of customer satisfaction.

(12) Transportation : Physical movement of finished products as well as raw material from the s place of origin or production to the doorsteps of consumers is called transportation. Transportation is necessary because production, sale and consumption cannot take place at one place. By carrying the products from the place of plenty to place of scarcity the transport creates place utility into the products. The factors such as geographical boundaries, nature of products, cost, target ; market, speed, reliability, frequency, safety, etc. help to decide the mode of transport to be used. The modes of transport used by the business are categorised as road, air, water, railways, pipeline transport.

(13) Warehousing : Warehousing means storing of goods in a godown to held them in stock from the time of production or purchase till the time of their sale. Warehousing enables the business organisation to keep and maintain a smooth flow of goods by maintaining balance between supply and demand of the products warehousing helps to stabilizes the prices in the market. This marketing function is carried out by manufacturers, wholesalers and retailers. By holding the stock of products over certain period, warehousing creates time utility in the products.

Question 5.
Explain importance of marketing to the society and consumers.
Answer:
[A] Importance of marketing to the society:
(1) Increase in standard of living : The main aim of marketing is to supply goods and services to fulfil the customers’ requirements. Marketing finds out the requirements of the customers and accordingly make efforts to supply quality products at cheaper prices. This in turn helps to maintain and raise the standard of living of the customers. In recent era, large scale production of products and services have considerably reduced their prices due to which poor people also attain reasonable level of living.

(2) Provide employment : Modern marketing i undertakes almost all functions of organisation such as buying, selling, financing, transport, warehousing, risk bearing, research and development, etc. which generate and create more job opportunities in different capacities and help to solve the problem of unemployment.

(3) Decreases distribution coats : Effective and proper utilisation of channel of distribution reduces overall cost of the products and services, Thus, marketing activities make the goods and services available to the society at cheaper prices. Due to reduction in the cost, number of potential consumers will also increase. It also gives guarantee of timely availability of the product.

(4) Consumer awareness : Marketing helps the society by educating consumers and by giving information of new products and services available in the requirements of consumers by providing relevant information, goods and services to the people as per their demand and taste. Marketing also includes information to help in making a purchase.

(5) Increase in National income : The scientifically well organised marketing activities facilitates rapid economic development of the nation. Well organised and effective marketing of products and services facilitates industrialisation, increases job opportunities and develop the economy. Effective marketing integrates agriculture and industry which in turn bring rapid development in the country.

(6) Managing consumer expectations : Marketing research enables the business organisations to understand the requirements of the consumers which helps in development of products to satisfy the customers expectation. The business organisations make certain changes in the product by considering customers’ review. Through marketing, business enterprises inform consumers about the major changes such as mergers, transfer in ownership which affect product offerings. Government regulations stop marketers to make false and misleading claims.

[B] Importance of marketing to the consumers:
(1) Promotes product awareness : Many companies undertake different marketing activities to promote their products and services. Marketing makes consumers aware about the different products, various brands and features of products and services available in the market. Marketing facilitates the consumers to take right decision on purchases of products. On the basis of marketing information consumers can compare product features, availability, price and other essentials. Marketing also improves the quality of life of the consumers.

(2) Provides quality products : On account of increasing competition in the market, consumers easily get information about the product and services available in the market. Marketing creates moral pressure on the business enterprises to sell quality products and services to the consumers. If business enterprises supply defective products to the consumers, sooner or later, it will create negative image of the business and adversely affect customers’ loyalty towards business and products.

(3) Provides variety of products : Marketing provides information to the consumers about the product and attracts them to purchase the same market segment or marketing plan becoming critical in any business on account of increase in customer population their preferences and availability of competitive options. The business organisation are required to launch product by considering market segment. The business organisations are required to make available variety of goods to fulfil the requirements of different market segments of the consumers. According to price, size and quality of products, variety’ may change.

(4) Helps in selection : In the competitive markets, different variety of products with different brands are available. Marketing enables the consumers to select the best products and services from the different options available.

(5) Consumer satisfaction : The main and primary aim of marketing policy is to advertise and give assurance of good quality product to the consumer. When the expectations and requirements of customers are fulfilled, the customers become more comfortable and get satisfied. Marketing efforts result into customers’ satisfaction by way of honest advertising, assurance of quality products and accessibility of innovative products. In this manner, marketing makes efforts to give satisfaction to the consumers.

(6) Regular supply of goods : Regular supply of goods to the consumers is practicable through effective and efficient distribution channel of marketing. Marketing also helps to keep and maintain the balance between demand and supply. As a result, prices get stabilised.

Balbharti Maharashtra State Board Organisation of Commerce and Management 12th Textbook Solutions Chapter 7 Consumer Protection Textbook Exercise Questions and Answers.

Maharashtra State Board 12th Organisation of Commerce and Management Solutions Chapter 7 Consumer Protection

1. (A) Select the correct options and rewrite the sentence

Question 1.
In India, the Consumer Protection Act was initiated in the year ………………
(a) 1947
(b) 1989
(c) 1986
Answer:
(c) 1986

Question 2.
The President of District Commission is a ………………..
(a) District Judge
(b) High Court Judge
(c) Supreme Court Judge
Answer:
(a) District Judge

Question 3.
The main objective of the consumer organization is to protect the interest of the …………………
(a) consumer
(b) trader
(c) producer
Answer:
(a) consumer

Question 4.
……………… is the highest authority to settle the consumer dispute under Act.
(a) State Commission
(b) National Commission
(c) District Commission
Answer:
(b) National Commission

Question 5.
The Government has established ……………… to settle the consumer disputes by compromise.
(a) District Commission
(b) Lok Adalat
(c) Consumer organisation
Answer:
(b) Lok Adalat

Question 6.
National Commission has ……………… members.
(a) 2
(b) 3
(c) 4
Answer:
(c) 4

Question 7.
District Commission entertains complaints of consumer for compensation which is less than ………………..
(a) one crore
(b) ten lacs
(c) ten crore
Answer:
(a) one crore

Question 8.
…………………. is celebrated as World Consumer Day.
(a) 24th December
(b) 26th January
(c) 15th March
Answer:
(c) 15th March

Question 9.
In modern competitive market, consumer is regarded as the ………………
(a) King
(b) Agency
(c) Owner
Answer:
(a) King

1. (B) Match the pairs

Question 1.

Group A	Group B
(A) King of the market	(1) 1930
(B) National Commission	(2) Socialist
(C) Mumbai Grahak Panchayat	(3) Exceeds Rs ten crore
(D) Sale of Goods Act	(4) Non-Government Organisation
(E) Consumer Right	(5) Consumer
	(6) Legislative Measures
	(7) Exceeds Rs one crore but does not exceed Rs ten crore.
	(8) 1956
	(9) Consumer Protection Act
	(10) Right to Information

Answer:

Group A	Group B
(A) King of the market	(5) Consumer
(B) National Commission	(3) Exceeds Rs ten crore
(C) Mumbai Grahak Panchayat	(4) Non-Government Organisation
(D) Sale of Goods Act	(1) 1930
(E) Consumer Right	(10) Right to Information

1. (C) Give one word/phrase/term for the following statement

Question 1.
The commission which entertains case where the value of the goods or services paid as consideration does not exceed Rs one crore.
Answer:
District Commission

Question 2.
A legal action initiated in a court of law regarding a matter of general public interest.
Answer:
Public Interest Litigation

Question 3.
Organizations which aim at promoting the welfare of the people.
Answer:
Non-Government Organizations

Question 4.
The right of consumer which is about safety and protection to his life and health.
Answer:
Right to Safety

Question 5.
One who consumes or uses any commodity or service.
Answer:
Consumer.

1. (D) State whether the following statements are True or False

Question 1.
The seller has to recognize the rights of Consumer.
Answer:
True

Question 2.
Consumer Protection Act provides protection to the producer.
Answer:
False

Question 3.
Consumer Protection Act is not required in India.
Answer:
False

Question 4.
Lok Adalat cam righty be described as “People’s Court”.
Answer:
True

Question 5.
Consumer, being the king of market, does not have any responsibility.
Answer:
False

1. (E) Find the odd one

Question 1.
District Commission, State Commission, NGO, National Commission.
Answer:
NGO

Question 2.
District Judge, High Court Judge, Commissioner, Supreme Court Judge.
Answer:
Commissioner

1. (F) Complete the sentences

Question 1.
National Commission is to be established by ………………. Government.
Answer:
Centred

Question 2.
Any person who does not agree with the decision of District Commission can appeal to the ……………….
Answer:
State Commission

Question 3.
State commission has ……………….. members.
Answer:
four

Question 4.
The President of National Commission is ………………. judge.
Answer:
Supreme Court

Question 5.
National Commission entertains complaints of consumer for compensation that exceeds Rs ………………
Answer:
ten crore

Question 6.
The Consumer Protection Act established ………………… tier quasi judicial system for consumer protection.
Answer:
three

1. (G) Select the correct option and complete the following table

(High Court Judge, Four, Consumer Organisations, does not exceeds Rs one crore, 2019)

	Group A	Group B
A.	Amount of compensation in District Commission	—————
B.	———————-	State Commission
C.	Consumer Protection Act	——————
D.	———————	Non-profit and non Political organisation
E.	Members of National Commission	——————-

Answer:

	Group A	Group B
A.	Amount of compensation in District Commission	Does not exceed Rs one crore
B.	High Court Judge	State Commission
C.	Consumer Protection Act	2019
D.	Consumer Organisations	Non-profit and non Political organisation
E.	Members of National Commission	4

1. (H) Answer in one sentence

Question 1.
When do we observe a National Consumer Day?
Answer:
On 24th December every year we observe a National Consumer Day.

Question 2.
Who is a consumer?
Answer:
A consumer means any person who buys any goods, hires any service or services for a consideration which has been paid or promised to be paid in future or under any system of deferred payment.

Question 3.
What information should one check before buying a product?
Answer:
Before buying a product the consumer should enquire about the quality, quantity, price, utility of goods and services, etc.

Question 4.
Which forum is set up at the national level for redressal of consumer complaints?
Answer:
National Consumer Disputes Redressal Commission or National Commission is set up at the national level for redressal of consumer complaints.

Question 5.
Who shall be appointed as President of National Commission?
Answer:
A person, who is or has been a Judge of the Supreme Court, shall be appointed by the Central Government as the President of National Commission in consultation with Chief Justice of India.

Question 6.
When do we observe World Consumer’s Rights Day?
Answer:
On 15th March every year we observe World Consumer’s Rights Day.

1. (I) Arrange in proper order

Question 1.
National Commission, District Commission, State Commission.
Answer:
District Commission, State Commission, National Commission.

Question 2.
District Judge, Supreme Court Judge, High Court Judge.
Answer:
District Judge, High Court Judge, Supreme Court Judge.

1. (J) Correct the underlined word and rewrite the sentence

Question 1.
An appeal can be filed against the order of the National Commission to the State forum.
Answer:
Supreme Court

Question 2.
National Commission is established by the State Government.
Answer:
Central Government

Question 3.
District Commission is also referred as People’s Court.
Answer:
Lok Adalat

Question 4.
In India, sellers are widely dispersed and are not united.
Answer:
consumers

Question 5.
National Commission entertains complaints where the value of the goods or services paid as consideration does not exceed Rs one crore.
Answer:
District Commission.

2. Explain the following term/concept:

Question 1.
District Commission.
Answer:
(1) Meaning : A consumer redressal agency established by the State Government in each district to give relief or settle the disputes of consumers who complain against manufacturers or traders, is called District Commission.

(2) Territorial Jurisdiction : District Commission can exercise its jurisdiction within the limits of its district.

(3) Monetary jurisdiction : District Commission has the jurisdiction to entertain complaints where the value of goods and services, including compensation, if any, does not exceed Rs 1 crore.

(4) Appeal : Any person not satisfied with the order of District Commission can appeal against it to the State Commission within 45 days from the date of the order in such form and manner may be prescribed.

Question 2.
National Commission.
Answer:
Meaning : A consumer disputes redressal agency at the national level established by the Central Government by notification is known as National Commission. It is also called as National Consumer Disputes Redressal Commission.

Composition : The National Commission shall consist of:
(a) President: A person who is or has been a Judge of the Supreme Court to be appointed by the Central Government as President of National Commission. Such appointment shall be made after consultation with the Chief Justice of India.

(b) Tenure : Every member of the National Commission shall hold office for a term of 5 years or up to the age prescribed whichever is earlier.

Question 3.
State Commission.
Answer:
Meaning : A consumer disputes redressal agency at state level established by each State Government is known as State Commission.

Composition : Each State Commission shall consist of:
(a) President : A person who is or has been a Judge of a High Court, shall be appointed by the State Government as the president of the State Commission in consultation with the Chief Justice of the High Court.

(b) Members : The number of other members shall not be less than 4 or not more than such number of members as may be prescribed in consultation with the Central Government.

(c) Tenure : Every member of the state commission shall hold office for a term of 5 years or up to the age of 67 years whichever is earlier.

Question 4.
Lok Adalat.
Answer:
Lok Adalat : Lok Adalat, i.e. People’s Court is established by the government to settle the disputes by compromise. It is the effective and economical system for quick redressal of public complaints and grievances. In this system the aggrieved party can directly approach the Lok Adalat with his complaint. In Lok Adalat, issues are discussed immediately and decisions are taken without delay.

The order passed by the Lok Adalat is given statutory recognition. In public sector, some organisations such as Railways, Maharashtra State Electricity Distribution Co. Ltd (MSEDCL). Maharashtra State Road Transport Corporation (MSRTC), Insurance Companies, Banks, etc. regularly hold Lok Adalat to resolve consumer’s problems through compromise.

Question 5.
Janhit Yachika.
Answer:
Public Interest Litigation (Janahit Yachika) : As name indicates it is a legal action initiated in a court of law in regard to a matter of general public interest. Under this, any person can approach a court of law in the interest of the public and ask for justice. It does not involve individual interest but interest of unrepresented groups of the society. After studying and verifying the case, the court gives justice which will benefit the specific group of society or entire society. It can be filed by any party which may not be related to grievance. In some cases Janahit Yachika can be filed in the High Court as well as in Supreme Court directly.

3. Study the following case/situation and express your opinion

Question 1.
Mr. Ashok visited a shop to buy a pair of shoes for Rs 700. The salesman forced him to buy a pair of bigger size shoes of ordinary company by claiming this size would be suitable to him. After reaching home, he discovered that shoes are still too big for him. He complained about the shoes to the shopkeeper. It was denied by the shopkeeper to replace the shoes despite of availability of stock. In above case-
(i) Which right has been violated?
(ii) Comment on the right which has been violated.
(iii) Where can Mr. Ashok file his complaint?
Answer:
(i) In the above case, Right to Choose has been violated.

(ii) In India, the choices are available to consumers to select goods and different services like telecommunications, travel and tourism, banking, electronics, consumer goods, etc. According to right to choose, consumer should be given full liberty j to select an article as per his requirements, liking and purchasing capacity. The seller cannot force or compel the customer to buy specific product or service In this manner monopoly is avoided and j prevented.

(iii) According to the Right to be Heard, Mr. Ashok can lodge complaint to the consumer forum. Mr Ashok can also file online complaint through portal or mobile applications to the trader as well as to the appropriate consumer commission or forum.

Question 2.
Mrs. Meera a resident of Nagpur District bought a washing machine worth Rs 50,000 without cash memo with a warranty period of 2 years. After 1.5 years she noticed some defect and asked the company to repair or replace it. The company did not accept her complaint despite of the defective product.
In the above case,
(i) Suggest suitable redressal machinery to protect her right.
(ii) If she is not satisfied with the decision given by redressal machinery, where should she appeal?
(iii) What was the negligence of Mrs. Meera while buying the washing machine?
Answer:
(i) According to Right to Redressal, Mrs. Meera should file complaint for fair settlement of claim. This right enables Mrs. Meera to demand repair or replacement or compensation for defective product i.e., in above case washing machine supplied. Three tier quasi-judicial consumer dispute redressal machinery is established for the settlement of claim. Mrs. Meera can file complaint in District Commission established in her district as the value of machinery does not exceed Rs 1 crore.

(ii) If Mrs. Meera is not satisfied with the order or judgement given by District Commission, then she can appeal against such order to State Commission within 45 days from the date of such order, in such form and manner as may be prescribed.

(iii) Mrs. Meera did not collect or ask for cash memo and guarantee/warranty card for a period of 2 years as soon as she purchased the washing machine worth Rs 50,000.

4. Distinguish between

Question 1.
District Commission and State Commission
Answer:

	District Commission	State Commission
1. Meaning	A consumer disputes redressal agency at the district level established by the State Government is known as District Commission.	A consumer disputes redressal agency at the state level established by the State Government is known as State Commission.
2. President	A person who is or retired or qualified as a judge of a district court is appointed as president of the. District Commission.	A person who is or retired as a judge of a High Court is appointed as president of State Commission
3. Membership tenure	Every member of District Commission shall hold office for a term of 5 years or up to the age of 65 years whichever is earlier.	Every member of State Commission shall hold office for a term of 5 years or up to the age of 67 years whichever is earlier.
4. Area covered	It has jurisdiction over a particular District.	It has jurisdiction over a particular State.
5. Monetary jurisdiction	It has the jurisdiction to entertain complaints where the value of goods or services, including compensation, if any, does not exceed Rs 1 crore.	It has the jurisdiction to entertain complaints where the value of goods or services, including compensation, if any, exceeds Rs 1 crore but does not exceed Rs 10 crore.
6. Appeal	Any person not satisfied with the order of District Commission can appeal against such order to the State Commission within 30 days of the order.	Any person not satisfied with the order of the State Commission can appeal against such order to the National Commission within 30 days of the order.

Question 2.
State Commission and National Commission
Answer:

	State Commission	National Commission
1. Meaning	A consumer disputes redressal agency at the state level established by each State Government is known as State Commission.	A consumer disputes redressal agency at the national level established by the Centred Government is known as National Commission.
2. President	A person who is or retired or qualified as a judge of a High Court is appointed as president of State Commission.	A person who is or retired as a judge of a Supreme Court is appointed as president of National Commission.
3. Membership Tenure	Every member of District Commission shall hold office for a term of 5 years or up to the age of 65 years whichever is earlier.	Every member of State Commission shall hold office for a term of 5 years or up to the age of 67 years whichever is earlier.
4. Area covered	It has jurisdiction over a particular State.	It has jurisdiction over the entire nation
5. Monetary jurisdiction	It has the jurisdiction to entertain complaints where the value of goods or services, including compensation, if any, exceeds Rs 1 crore, but does not exceed Rs 10 crore	It has the monetary jurisdiction to entertain complaints where the value of goods and services, including compensation, if any, exceeds Rs 10 crore.
6. Appeal	Any person not satisfied with the order of District Forum can appeal against such order to the State Commission within 30 days of the order.	Any person not satisfied with the order of the National Commission may appeal against such order to the Supreme Court within a period of 30 days from the date of the order.

Question 3.
District Commission and National Commission
Answer:

	District Commission	National Commission
1. Meaning	A consumer disputes redressal agency at the district level established by the State Government is known as District Commission.	A consumer disputes redressal agency at the national level established by Central Government is known as National Commission.
2. Nature of complaint	It can entertain only original cases which are within the local limits of district.	It can entertain original cases as well as appeals against the order of State Commission which are within the geographical limits of the entire nation.
3. Membership Tenure	Every member of District Forum shall hold office for a term of 5 years or up to the age of 65 years whichever is earlier	Every member of National Commission shall hold office for a term of 5 years or up to the age prescribed whichever is earlier.
4. Area covered	It has jurisdiction over a particular district.	It has jurisdiction over the entire nation.
5. Monetary jurisdiction	It has the jurisdiction to entertain complaints where the value of goods and services, including compensation, if any, does not exceed Rs 1 crore.	It has the jurisdiction to entertain complaints where the value of goods and services, including compensation, if any, exceeds Rs 10 crore.
6. Appeal	Any person not satisfied with the order of District Commission can appeal against such order to the State Commission within 30 days of the order.	Any person not satisfied with the order of National Commission can appeal against such order to the Supreme Court within a period of 30 days from the date of the order.

5. Answer in brief

Question 1.
Explain any four needs of consumer protection.
Answer:
The need of consumer protection is explained as follows:
(1) Need of participation of consumers : It is noticed that most of the organisations or manufacturing companies take certain decisions which directly or indirectly affect the consumers’ interest without consulting them or their organisations. This leads to consumer exploitation. Only a Strong consumers’ organisation can force business organisations to allow consumers to participate in the decision-making process.

(2) Lack of information : Today consumers live in a dynamic and complex world. Due to vast distance between manufacturer and consumer, it is very difficult to establish direct contact between them. Now market is fully flooded with domestic as well as foreign products due to globalisation and liberalisation. However, it is very difficult for the consumer to get correct and reliable information about the products before they are purchased. He has to rely on trial and error method or on advertisements. In both the cases chances of consumer exploitation cannot be denied.

(3) Ignorance : One of the important causes of consumer exploitation is ignorance of consumers. In India, consumers are mostly ignorant about their rights, market conditions, price levels, product details, etc. Many a time consumers are not aware that they are being cheated by the sellers. An appropriate system is required to protect consumers from business malpractices.

(4) Unorganised consumers : The consumers are widespread and unorganised. Moreover, they are not united. Hence, they are easily exploited by the producers and sellers. Sellers are in better position as compared to unorganised consumers. An individual consumer cannot fight against the powerful manufacturers or sellers.

Question 2.
State any four rights of the consumer.
Answer:
The rights of consumers are explained as follows:
(1) Right to Safety : The right to safety means the right to be protected against products, production processes and services which are hazardous to consumer’s lives or health and property. It includes consumer’s long term interest and immediate requirements. This right demands that consumer must get full safety and protection to his/her life and health in relation to medicines, food, electrical appliances, etc. AGMARK, ISI – Indian Standard Institute, BIS – Bureau of Indian standards, Hallmark, etc. are the safety standards prescribed by the Government of India (GOI).

(2) Right to Information : The consumer has a right to get correct and adequate information of all aspects of goods and services like price, name of manufacturer, contents used, batch number, date of manufacture and expiry date, use manual and safety instructions, etc. This information helps the consumers to make right choice of goods and services. This right is applicable to medicines, food products, spare parts and other consumer products or services.

(3) Right to Choose : According to this right, the consumer has full freedom to select or choose the product or service as per his/her liking, requirement and purchasing capacity. The seller cannot force a consumer to purchase a particular product. This right aims at removing monopoly. The choices available to consumers in India include goods and different services such as telecommunications, travel and tourism, banking, electronics, Fast Moving Consumer Goods (FMCG) etc.

(4) Right to Be Heard : It is the responsibility of every business organisation to listen and solve difficulties, complaints and grievances of the consumers. This right gives an opportunity to the consumers to express and voice their complaints to the consumer forum. The consumers also have rights to give suggestions to the manufacturer as well as to the trader on the quality, quantity, price, packaging, etc. of the products they use. Nowadays consumers can file online complaints through portal or mobile applications.

Question 3.
Explain any four responsibilities of the consumer.
Answer:
The responsibilities of the consumer are explained as follows:
(1) Consumer should use his rights : The consumers have many rights in respect to the goods and services they purchase. They must be aware of their rights while buying the products. They can use their rights if they are misled by advertisement or get faulty or defective articles.

(2) Cautious consumer : The consumers should be alert while dealing with the trader. They should be aware of their responsibilities while buying goods and services. Before buying any product or service, the consumer should make detail enquiry about the quality, quantity available, price, date of manufacture, expiry date, utility of goods and services, etc.

(3) Filing of complaint : If consumer has complaint about the products or services he has purchased, he should immediately approach the officer concerned and lodge complaints about the products or services. A delay in making complaints loses the rights and results in expiry of guarantee or warranty. If consumers ignore the dishonest acts of the traders, it may indirectly amount to encouragement to unethical business practices.

(4) Quality conscious : It is the responsibility of the consumers to buy quality goods. They should never compromise on the quality of goods. They should never buy inferior goods out of greed at lesser prices. For such behaviour of consumers, there is no protection. It is the responsibility of the consumer to ensure about the quality symbols like, ISI, AGMARK, Hallmark, Fruit Products Order (FPO), Food Safety and Standards Authority of India (FSSAI), etc. These are indicative of the good quality of the goods.

Question 4.
State the role of NGO in consumer protection.
Answer:
The role of Non-Government Organisations (NGOs) in consumer protection is explained as follows:
(1) NGOs organise campaigns and various programmes on consumer issues to create social awareness.

(2) They initiate and organise training i programmes for the consumers and make them : aware and conscious of their rights and various modes of redressal of their grievances.

(3) They publish journals and periodicals at regular interval to make the consumers understand and keep them informed about various consumer ) related developments.

(4) They provide legal advice free of charge to the members on the matters of consumer interest and help them to put up grievances before appropriate authority.

(5) NGO’s active members interact (communicate) with the businessmen and Chambers of Commerce and Industry for ensuring better deal for the consumers.

6. Justify the following statements

Question 1.
The Consumer Protection Act was passed in the interest of consumers.
Answer:
(1) The Consumer Protection Act came into force from 1986. Thereafter the Ministry of Law and Justice proposed new act in 2019. The Act has for the first time recognised six rights of the consumer:

• the right to be protected against marketing of hazardous goods
• the right to be informed about the price and features of goods
• the right to make a choice out of a variety of goods
• the right to make a complaint against unsatisfactory goods
• the right to seek redressal against unfair trade practices
• the right to consumer education. All the above rights are in the interest of the consumer and not the seller.

(2) The Act has made provision for the establishment of Consumer Protection Councils at the central and state levels for promoting and protecting these rights.

(3) The Act has created a quasi-judicial machinery consisting of the District Commission, State Commission and National Commission to entertain complaints and to give fair justice to the aggrieved consumers. The Act prescribes punishment of imprisonment not less than one month which may extend to 3 years and a fine which shall not be less than ? 25,000 which may extend to Rs 1 lakh or with both for guilty person.

(4) The strict enforcement of these rights creates a competition among the sellers. Consequently, the consumers get quality goods at fair prices. The government has also adopted various measures for creating public awareness about the rights of consumers. Various programmes are shown on television channels as well as programmes are broadcasted by All India to educate consumers.

Question 2.
Consumers have many responsibilities.
Answer:
The responsibilities of the consumer are explained as follows:
(1) Consumer should use his rights : The consumers have many rights in respect to the goods and services they purchase. They must be aware of their rights while buying the products. They can use their rights if they are misled by advertisement or get faulty or defective articles.

(2) Cautious consumer : The consumers should be alert while dealing with the trader. They should be aware of their responsibilities while buying goods and services. Before buying any product or service, the consumer should make detail enquiry about the quality, quantity available, price, date of manufacture, expiry date, utility of goods and services, etc.

(3) Filing of complaint : If consumer has complaint about the products or services he has purchased, he should immediately approach the officer concerned and lodge complaints about the products or services. A delay in making complaints loses the rights and results in expiry of guarantee or warranty. If consumers ignore the dishonest acts of the traders, it may indirectly amount to encouragement to unethical business practices.

(4) Quality conscious : It is the responsibility of the consumers to buy quality goods. They should never compromise on the quality of goods. They should never buy inferior goods out of greed at lesser prices. For such behaviour of consumers, there is no protection. It is the responsibility of the consumer to ensure about the quality symbols like, ISI, AGMARK, Hallmark, Fruit Products Order (FPO), Food Safety and Standards Authority of India (FSSAI), etc. These are indicative of the good quality of the goods.

(5) Beware from exaggerated advertisement: The sellers always provide various information of the products or services through advertisements to buyers. Many a time they exaggerate the facts in their advertisements. It is the responsibility of the consumers to find out or identify the truth of advertisement and then buy the products, or services.

Question 3.
Aim of consumer organization is to protect the rights of the consumers.
Answer:
The role of Non-Government Organisations (NGOs) in consumer protection is explained as follows:
(1) NGOs organise campaigns and various programmes on consumer issues to create social awareness.

(2) They initiate and organise training i programmes for the consumers and make them : aware and conscious of their rights and various modes of redressal of their grievances.

(3) They publish journals and periodicals at regular interval to make the consumers understand and keep them informed about various consumer ) related developments.

(4) They provide legal advice free of charge to the members on the matters of consumer interest and help them to put up grievances before appropriate authority.

(5) NGO’s active members interact (communicate) with the businessmen and Chambers of Commerce and Industry for ensuring better deal for the consumers.

(6) They file Public Interest Litigation (Janhit Yachika) on important consumer issues like ban on a product or medicine injurious to public health. They also file cases in the court of law to safeguard the rights and protect the interest of general public.

(7) Few examples of NGOs working for the consumers are : Consumer Guidance Society of India (CGSI), Voluntary Organisation in Interest of Consumer Education (VOICE), Consumer Education and Research Centre (CERC), Consumers Association of India (CAI), Mumbai Grahak Panchayat (MGP), Grahak Shakti (GS), etc.

7. Attempt the following

Question 1.
State rights of the consumer.
Answer:
The rights of consumers are explained as follows:
(1) Right to Safety : The right to safety means the right to be protected against products, production processes and services which are hazardous to consumer’s lives or health and property. It includes consumer’s long term interest and immediate requirements. This right demands that consumer must get full safety and protection to his/her life and health in relation to medicines, food, electrical appliances, etc. AGMARK, ISI – Indian Standard Institute, BIS – Bureau of Indian standards, Hallmark, etc. are the safety standards prescribed by the Government of India (GOI).

(2) Right to Information : The consumer has a right to get correct and adequate information of all aspects of goods and services like price, name of manufacturer, contents used, batch number, date of manufacture and expiry date, use manual and safety instructions, etc. This information helps the consumers to make right choice of goods and services. This right is applicable to medicines, food products, spare parts and other consumer products or services.

(3) Right to Choose : According to this right, the consumer has full freedom to select or choose the product or service as per his/her liking, requirement and purchasing capacity. The seller cannot force a consumer to purchase a particular product. This right aims at removing monopoly. The choices available to consumers in India include goods and different services such as telecommunications, travel and tourism, banking, electronics, Fast Moving Consumer Goods (FMCG) etc.

(4) Right to Be Heard : It is the responsibility of every business organisation to listen and solve difficulties, complaints and grievances of the consumers. This right gives an opportunity to the consumers to express and voice their complaints to the consumer forum. The consumers also have rights to give suggestions to the manufacturer as well as to the trader on the quality, quantity, price, packaging, etc. of the products they use. Nowadays consumers can file online complaints through portal or mobile applications.

(5) Right to Consumer Education : The consumers have right to know about consumer rights and solutions to their problems. This is to create awareness among the consumers to make rational choice of goods and services and to protect themselves from the exploitation of unscrupulous (dishonest) businessmen. In this regard, the government, media and various Non-Government Organisations (NGOs) can play an important role to create awareness among the consumers and to educate them, e.g. Jago Grahak Jago campaign.

(6) Right to Represent : The Consumer Protection Act, 2019 gave an opportunity to individual consumer as well as to consumer groups to be represented by a person who is not professional advocate for consumer’s interest or complaint before consumer forum. This provision made in the Act in recognition of consumers’ right to represent.

Question 2.
State responsibilities of the consumer.
Answer:
The responsibilities of the consumer are explained as follows:
(1) Consumer should use his rights : The consumers have many rights in respect to the goods and services they purchase. They must be aware of their rights while buying the products. They can use their rights if they are misled by advertisement or get faulty or defective articles.

(2) Cautious consumer : The consumers should be alert while dealing with the trader. They should be aware of their responsibilities while buying goods and services. Before buying any product or service, the consumer should make detail enquiry about the quality, quantity available, price, date of manufacture, expiry date, utility of goods and services, etc.

(3) Filing of complaint : If consumer has complaint about the products or services he has purchased, he should immediately approach the officer concerned and lodge complaints about the products or services. A delay in making complaints loses the rights and results in expiry of guarantee or warranty. If consumers ignore the dishonest acts of the traders, it may indirectly amount to encouragement to unethical business practices.

(4) Quality conscious : It is the responsibility of the consumers to buy quality goods. They should never compromise on the quality of goods. They should never buy inferior goods out of greed at lesser prices. For such behaviour of consumers, there is no protection. It is the responsibility of the consumer to ensure about the quality symbols like, ISI, AGMARK, Hallmark, Fruit Products Order (FPO), Food Safety and Standards Authority of India (FSSAI), etc. These are indicative of the good quality of the goods.

(5) Beware from exaggerated advertisement: The sellers always provide various information of the products or services through advertisements to buyers. Many a time they exaggerate the facts in their advertisements. It is the responsibility of the consumers to find out or identify the truth of advertisement and then buy the products, or services.

(6) Demand of Invoice and Guarantee, Warranty Card : After purchasing the products, the consumer should ask for cash memo, guarantee or warranty card. The consumer should read and understand the contents of guarantee or warranty card. He should preserve the cash memo and guarantee or warranty card. If the products purchased are of inferior quality or become defective these cards are useful to settle the disputes and claim compensation or replacement of articles.

(7) Pre-planned buying : It is the responsibility of the consumer to make proper planning before buying any product. He should make an estimate of products they want to buy and quantity required, money to spend, etc. He should also decide in advance from which place to buy the products. He should not buy any product in a hurry or without thought.

(8) Organised efforts : The consumer is expected to shoulder the responsibility to promote and protect the interests of his own and other consumers. He should join the group or organisation which is working for the welfare of consumers. It is the responsibility of every consumer to unite for the welfare of all the consumers.

Question 3.
State the need of consumer protection.
Answer:
The need of consumer protection is explained as follows:
(1) Need of participation of consumers : It is noticed that most of the organisations or manufacturing companies take certain decisions which directly or indirectly affect the consumers’ interest without consulting them or their organisations. This leads to consumer exploitation. Only a Strong consumers’ organisation can force business organisations to allow consumers to participate in the decision-making process.

(2) Lack of information : Today consumers live in a dynamic and complex world. Due to vast distance between manufacturer and consumer, it is very difficult to establish direct contact between them. Now market is fully flooded with domestic as well as foreign products due to globalisation and liberalisation. However, it is very difficult for the consumer to get correct and reliable information about the products before they are purchased. He has to rely on trial and error method or on advertisements. In both the cases chances of consumer exploitation cannot be denied.

(3) Ignorance : One of the important causes of consumer exploitation is ignorance of consumers. In India, consumers are mostly ignorant about their rights, market conditions, price levels, product details, etc. Many a time consumers are not aware that they are being cheated by the sellers. An appropriate system is required to protect consumers from business malpractices.

(4) Unorganised consumers : The consumers are widespread and unorganised. Moreover, they are not united. Hence, they are easily exploited by the producers and sellers. Sellers are in better position as compared to unorganised consumers. An individual consumer cannot fight against the powerful manufacturers or sellers.

(5) Spurious Goods : The consumers also face a major problem of duplicate goods. Some traders cheat the consumers by supplying them duplicate or defective goods of the popular brands. It is not possible for the consumers to find difference between genuine and duplicate product. It is therefore necessary to protect the consumers from such exploitation by fixing prescribed norms of quality and safety standards.

(6) Misleading advertising : Sometimes the advertisements of goods and services shown on television, in newspapers and magazines are misleading. They make tall claims about the benefits of the products but do not disclose the drawbacks. Most of the consumers are misled by the misleading advertisement and do not know the real and true quality of advertised products. Appropriate system or mechanism is required to prevent misleading advertisements.

(7) Malpractices of Businessmen : Many businessmen adopt fraudulent, unethical and monopolistic trade practices to earn more money. This leads to exploitation of consumers. Some times consumers get defective, inferior and substandard goods and services. Appropriate measures are necessary to protect the consumers against such malpractices.

(8) Trusteeship : The Gandhian philosophy states that businessmen are the trustees of the society’s wealth. So they should not misuse the society’s wealth for their own benefits. They should use the wealth of the society for the benefit of the people.

Question 4.
State the role of NGOs and consumer protection.
Answer:
The role of Non-Government Organisations (NGOs) in consumer protection is explained as follows:
(1) NGOs organise campaigns and various programmes on consumer issues to create social awareness.

(2) They initiate and organise training i programmes for the consumers and make them : aware and conscious of their rights and various modes of redressal of their grievances.

(3) They publish journals and periodicals at regular interval to make the consumers understand and keep them informed about various consumer ) related developments.

(4) They provide legal advice free of charge to the members on the matters of consumer interest and help them to put up grievances before appropriate authority.

(5) NGO’s active members interact (communicate) with the businessmen and Chambers of Commerce and Industry for ensuring better deal for the consumers.

(6) They file Public Interest Litigation (Janhit Yachika) on important consumer issues like ban on a product or medicine injurious to public health. They also file cases in the court of law to safeguard the rights and protect the interest of general public.

(7) Few examples of NGOs working for the consumers are : Consumer Guidance Society of India (CGSI), Voluntary Organisation in Interest of Consumer Education (VOICE), Consumer Education and Research Centre (CERC), Consumers Association of India (CAI), Mumbai Grahak Panchayat (MGP), Grahak Shakti (GS), etc.

Question 5.
State the composition and monetary jurisdiction of district commission.
Answer:
Composition : Each District Commission shall consist of-

• President : A person who is or has been a .judge of a district court is appointed as president
  of the District Commission.
• Members : The number of other members shall not be less than 2 and not more than such number of members as may be prescribed in consultation with the Central Government.
• Tenure : President and every member of the District Commission shall hold office for a term of 5 years or up to the age of 65 years whichever is earlier.

Monetary jurisdiction : District Commission has the jurisdiction to entertain complaints where the value of goods and services, including compensation, if any, does not exceed Rs 1 crore.

Question 6.
State the composition and monetary jurisdiction of state commission.
Answer:
(2) Composition : Each State Commission shall consist of:

• President : A person who is or has been a Judge of a High Court, shall be appointed by the State Government as the president of the State Commission in consultation with the Chief Justice of the High Court.
• Members : The number of other members shall not be less than 4 or not more than such number of members as may be prescribed in consultation with the Central Government.
• Tenure : Every member of the state commission shall hold office for a term of 5 years or up to the age of 67 years whichever is earlier.

Monetary Jurisdiction : To entertain complaints where the value of the goods or services and compensation exceeds Rs 1 crore but is not more than Rs 10 crore.

Question 7.
State the composition and monetary jurisdiction of national commission.
Answer:
Composition : The National Commission shall consist of:
(a) President: A person who is or has been a Judge of the Supreme Court to be appointed by the Central Government as President of National Commission. Such appointment shall be made after consultation with the Chief Justice of India.
(b) Tenure : Every member of the National Commission shall hold office for a term of 5 years or up to the age prescribed whichever is earlier.

Monetary Jurisdiction : To entertain the complaints where the value of the goods or services and compensation exceeds Rs 10 crore.

8. Answer the following

Question 1.
Who is Consumer? Explain the rights of the consumers.
Answer:
[A] Meaning : The word ‘consumer’ is derived from the Latin word ‘consumere’ which means ‘to eat or drink’. Accordingly consumer is one who consumes or uses any product or service available to him either from nature or through market. In other words, a consumer means any person who buys any product, hires any service or services for certain consideration in exchange of money which has been paid or promised to be paid in future for consumption or use and not for resale. For instance, if a businessman purchases furniture for selling it to the buyers, he is not a consumer. But if he buys a sofa set for his own use in his house, he becomes a consumer. We are all consumers when we use or consume foodgrains or use services like railways, hospitals, banks, etc.

[B] Rights of the Consumers : The rights of the consumers are shown:
Consumer Rights:

1. Right to Safety
2. Right to Information
3. Right to Choose
4. Right to be Heard
5. Right to Consumers Education
6. Right to Represent
7. Right to Redress
8. Right to Healthy
9. Environment
10. Right to Protect from Unfair Business Practices
11. Right against Spurious Goods

The rights of consumers are explained as follows:
1. Right to Safety : The right to safety means the right to be protected against products, production processes and services which are hazardous to consumer’s lives or health and property. It includes consumer’s long term interest and immediate requirements. This right demands that consumer must get full safety and protection to his/her life and health in relation to medicines, food, electrical appliances, etc. AGMARK, ISI – Indian Standard Institute, BIS – Bureau of Indian standards, Hallmark, etc. are the safety standards prescribed by the Government of India (GOI).

2. Right to Information : The consumer has a right to get correct and adequate information of all aspects of goods and services like price, name of manufacturer, contents used, batch number, date of manufacture and expiry date, use manual and safety instructions, etc. This information helps the consumers to make right choice of goods and services. This right is applicable to medicines, food products, spare parts and other consumer products or services.

3. Right to Choose : According to this right, the consumer has full freedom to select or choose the product or service as per his/her liking, requirement and purchasing capacity. The seller cannot force a consumer to purchase a particular product. This right aims at removing monopoly. The choices available to consumers in India include goods and different services such as telecommunications, travel and tourism, banking, electronics, Fast Moving Consumer Goods (FMCG) etc.

4. Right to Be Heard : It is the responsibility of every business organisation to listen and solve difficulties, complaints and grievances of the consumers. This right gives an opportunity to the consumers to express and voice their complaints to the consumer forum. The consumers also have rights to give suggestions to the manufacturer as well as to the trader on the quality, quantity, price, packaging, etc. of the products they use. Nowadays consumers can file online complaints through portal or mobile applications.

5. Right to Consumer Education : The consumers have right to know about consumer rights and solutions to their problems. This is to create awareness among the consumers to make rational choice of goods and services and to protect themselves from the exploitation of unscrupulous (dishonest) businessmen. In this regard, the government, media and various Non-Government Organisations (NGOs) can play an important role to create awareness among the consumers and to educate them, e.g. Jago Grahak Jago campaign.

6. Right to Represent : The Consumer Protection Act, 2019 gave an opportunity to individual consumer as well as to consumer groups to be represented by a person who is not professional advocate for consumer’s interest or complaint before consumer forum. This provision made in the Act in recognition of consumers’ right to represent.

7. Right to Redress : Right to redress implies fair settlement, just and reasonable claims of the consumers. In other words, consumer has the right to receive a fair amount of compensation or get the articles replaced or repaired free of cost for defective products and for poor services received from the manufacturer or trader. It is done through the Consumer Protection Act, 1986 under which District Commission, State Commission and National Commission are established. Thus, consumers are protected from cheating and malpractices.

8. Right to Healthy Environment: A consumer has a right to have a clean and healthy physical environment which is badly affected by pollution of noise, air and water. This is the direct effect of speedy industrialisation. Certain industries like chemicals, fertilisers, etc., add considerably to the pollution. As per this right, consumer can demand actions against such business organi¬sations. Businessmen and companies must take suitable measures to control pollution. All consumers have right to clean and healthy environment in present as well as in the future.

9. Right to Protect against Unfair Business Practices : This right protects the consumers against any kind of unfair business practices. The consumers have right to reuse the voice against the unfair business practices adopted by any trader e.g. using false measurement (weights), hoarding or stocking products to create artificial scarcity, black marketing, profiteering, adulteration, charging exorbitant high prices, selling goods after their expiry dates, etc.

10. Right against Spurious Goods : This right is against the marketing of goods which are health hazards, spurious (false or not genuine) and pose a danger to life itself. This right protects public health and life.

Question 2.
Explain the ways and means of Consumer Protection.
Answer:
The ways and means of consumer protection are stated as follows:

1. Lok Adalat (People’s Court)
2. Public Interest Litigation (Janhit Yachika)
3. Redresssl Forums
4. Awareness Programmes
5. Consumer Organisations
6. Consumer Welfare Fund
7. Legislative Measures

1. Lok Adalat : Lok Adalat, i.e. People’s Court is established by the government to settle the disputes by compromise. It is the effective and economical system for quick redressal of public complaints and grievances. In this system the aggrieved party can directly approach the Lok Adalat with his complaint. In Lok Adalat, issues are discussed immediately and decisions are taken without delay. The order passed by the Lok Adalat is given statutory recognition. In public sector, some organisations such as Railways, Maharashtra State Electricity Distribution Co. Ltd (MSEDCL). Maharashtra State Road Transport Corporation (MSRTC), Insurance Companies, Banks, etc. regularly hold Lok Adalat to resolve consumer’s problems through compromise.

2. Public Interest Litigation (Janahit Yachika) : As name indicates it is a legal action initiated in a court of law in regard to a matter of general public interest. Under this, any person can approach a court of law in the interest of the public and ask for justice. It does not involve individual interest but interest of unrepresented groups of the society. After studying and verifying the case, the court gives justice which will benefit the specific group of society or entire society. It can be filed by any party which may not be related to grievance. In some cases Janahit Yachika can be filed in the High Court as well as in Supreme Court directly.

3. Redressal Forums : Under the Consumer Protection Act, 2019, Consumer Dispute Redressal agencies have been established by the Government to protect the rights of consumers and to offer speedy and inexpensive redressal for their complaints. These agencies are District Commission at district level. State Commission at state level and National Commission at national level. Any aggrieved consumer or association of consumers can file a complaint with respective commission depending on the value of goods and amount of claim for compensation.

4. Awareness Programmes : The Government of India has initiated various publicity measures such as use of journals, brochures, booklets and various posters depicting the rights and responsibilities of consumers redressal machineries, i.e. consumer courts, observation of International (World) Consumer Rights Day on 15th March and National Consumer Day on 24th December every year to create awareness among the consumers about their rights and responsi¬bilities. Various consumer related programmes are also telecast on various TV channels and broadcasted on radio, FM channels and social media to create awareness among the consumers.

5. Consumer Organisations : Many consumer organisations such as Consumer Guidance Society of India, Grahak Panchayat, Grahak Shakti, Consumers’ Association, etc., are active throughout India to fight for consumers’ rights through protest, campaigning, lobbying, etc. Consumer movement is also well active in India and helps individuals to get quick and adequate compensation and justice for their grievances. It is also necessary to strengthen consumer movement throughout India.

6. Consumer Welfare Fund (CWF) : This fund is created by the Department of Consumer Affairs for providing financial help to voluntary consumer movement specially in rural areas. This financial assistance is used for training and research in consumer education, complaint handling, counselling and guidance mechanism, product testing labs, etc.

7. Legislative Measures : The Government of India has passed several acts such as Sale of Goods Act, 1930; Essential Commodities Act, 1955; the Standards of Weights and Measures Act, 1956; Bureau of Indian Standards Act, 1969; Food Safety and Standards Act, 2006; National Food Security Act, 2013, etc. to protect the interest of consumers from unethical practices of businessmen.

However, these laws could not protect the consumers as such and therefore the Government of India has passed a powerful Act known as Consumer Protection Act, 2019 to protect the interest of consumers.

Question 3.
Explain the three tier quasi-judicial machinery under the Act.
Answer:
The Consumer Protection Act, 2019
provides for three-tier quasi-judicial machinery as follows:

1. District Commission
2. State Commission
3. National Commission

1. District Commission :
A. Meaning : A consumer redressal agency established by the State Government in each district to give relief or settle the disputes of consumers who complain against manufacturers or traders, is called District Commission.

B. Composition : Each District Commission shall consist of-

• President : A person who is or has been a .judge of a district court is appointed as president
  of the District Commission.
• Members : The number of other members shall not be less than 2 and not more than such number of members as may be prescribed in consultation with the Central Government.
• Tenure : President and every member of the District Commission shall hold office for a term of 5 years or up to the age of 65 years whichever is earlier.

C. Qualifications : The members of a District Commission shall have the following qualifications :

• Age : The age of each member should not be less than 35 years.
• Education : They should possess a Bachelor’s Degree from a recognised University.
• Experience : Members should have adequate knowledge and experience of at least 10 years in dealing with problems related to economics, law, commerce, accountancy, industries, public affairs or administration.

D. Territorial Jurisdiction : District Commission can exercise its jurisdiction within the limits of its district.

E. Monetary jurisdiction : District Commission has the jurisdiction to entertain complaints where the value of goods and services, including compensation, if any, does not exceed Rs 1 crore.

F. Appeal : Any person not satisfied with the order of District Commission can appeal against it to the State Commission within 45 days from the date of the order in such form and manner may be prescribed.

2. State Commission:
A. Meaning : A consumer disputes redressal agency at state level established by each State Government is known as State Commission.

B. Composition : Each State Commission shall consist of:

• President : A person who is or has been a Judge of a High Court, shall be appointed by the State Government as the president of the State Commission in consultation with the Chief Justice of the High Court.
• Members : The number of other members shall not be less than 4 or not more than such number of members as may be prescribed in consultation with the Central Government.
• Tenure : Every member of the state commission shall hold office for a term of 5 years or up to the age of 67 years whichever is earlier.

C. Qualifications : The members shall have the following qualifications:

• Age : The age of each member should not be less than 35 years.
• Education : They should possess a Bachelor’s Degree from a recognised University.
• Experience : Members should have adequate knowledge and experience of at least 10 years in dealing with problems related to economics, law, commerce, accountancy, industries, public affairs or administration.

D. Territorial Jurisdiction : The State Commission entertains original cases as well as appeals against the order of District Commission within the geographical limits of the state.

E. Monetary Jurisdiction : To entertain complaints where the value of the goods or services and compensation exceeds Rs 1 crore but is not more than Rs 10 crore.

(6) Appeal : Any person aggrieved by an order passed by the State Commission may make an appeal against such order to the National Commission within a period of 30 days from the date of the order in such form and manner as may be prescribed.

3. National Commission
A. Meaning : A consumer disputes redressal agency at the national level established by the Central Government by notification is known as National Commission. It is also called as National Consumer Disputes Redressal Commission.

B. Composition : The National Commission shall consist of:

• President: A person who is or has been a Judge of the Supreme Court to be appointed by the Central Government as President of National Commission. Such appointment shall be made after consultation with the Chief Justice of India.
• Tenure : Every member of the National Commission shall hold office for a term of 5 years or up to the age prescribed whichever is earlier.

C. Qualifications : The members shall have the following qualifications :

• Age : The age of each member should not be less than 35 years.
• Education : They should possess a Bachelor’s Degree from a recognised University.
• Experience : The members should have adequate knowledge and experience of at least 10 years in dealing with problems related to economics, law, commerce, accountancy, industries, public affairs or administration.

D. Territorial Jurisdiction : National Commission entertains original cases as well as appeals against the order passed by the State Commission which are within the geographical limits of the state.

E. Monetary Jurisdiction : To entertain the complaints where the value of the goods or services and compensation exceeds Rs 10 crore.

F. Appeal : Any person who does not agree with the order of the National Commission can appeal to the Supreme Court within 30 days from the date of such order.

Balbharti Maharashtra State Board Organisation of Commerce and Management 12th Textbook Solutions Chapter 6 Social Responsibilities of Business Textbook Exercise Questions and Answers.

Maharashtra State Board 12th Organisation of Commerce and Management Solutions Chapter 6 Social Responsibilities of Business

1. (A) Select the correct options and rewrite the sentence

Question 1.
Business is a ………………. activity.
(a) socio-economic
(b) service
(c) charitable
Answer:
socio-economic

Question 2.
Business organisation should try to make ……………… utilisation of natural resources.
(a) minimum
(b) maximum
(c) optimum
Answer:
optimum

Question 3.
For economic growth and national security ………………. stability is required.
(a) political
(b) social
(c) economic
Answer:
political

Question 4.
Making timely payment of proper taxes is the responsibility of organisation towards ………………
(a) Shareholders
(b) Customers
(c) Government
Answer:
Government

Question 5.
Businessmen are ………………… of the society.
(a) Representatives
(b) Leaders
(c) Trustees
Answer:
Trustees

Question 6.
Business should provide periodic information to ………………
(a) customers
b) owners
(c) employees
Answer:
owners

Question 7.
Business should offer adequate opportunities of promotion to their ………………
(a) employees
(b) customers
(c) investors
Answer:
employees

Question 8.
The term ‘Ethics’ is derived from the ………………. word ‘Ethos’ which means character.
(a) Latin
(b) French
(c) Greek
Answer:
Greek

Question 9.
Business ethics refers to the ……………… system of principles.
(a) economic
(b) social
(c) moral
Answer:
moral

Question 10.
Business organisation should protect health and provide safety measures to ………………
(a) employees
(b) owners
(c) investors
Answer:
employees

Question 11.
At least ………………….. of the average net profit should be spent on C.S.R.
(a) 5%
(b) 2%
(c) 3%.
Answer:
2%.

1. (B) Match the pairs

Question 1.

Group A	Group B
(A) Employees	(1) Good quality product
(B) Responsibility to investors	(2) To maintain solvency and prestige
(C) Responsibility towards government	(3) To serve society
(D) Economic objective	(4) Voluntary
(E) Business ethics	(5) Job security
	(6) Compulsory
	(7) Respecting rules and regulations
	(8) To earn profit
	(9) Branch of Social Science
	(10) Protection and environment

Answer:

Group A	Group B
(A) E-business	(5) Job security
(B) B2C	(2) To maintain solvency and prestige
(C) Outsourcing	(7) Respecting rules and regulations
(D) Digital cash	(8) To earn profit
(E) Registration	(9) Branch of Social Science

1. (C) Give one word/phrase/term for the following statement

Question 1.
Name the philosophy related to social responsibility propounded by Mahatma Gandhi.
Answer:
Trusteeship

Question 2.
Duties, obligations of business directed towards welfare of society.
Answer:
Social Responsibility

Question 3.
Getting good quality products is the basic right of this group of society.
Answer:
Consumers

Question 4.
Providing fair returns on investment is the responsibility of organisation towards this group.
Answer:
Investors

Question 5.
Rules of standard dealing with morality in business environment.
Answer:
Business Ethics

Question 6.
An activity motivated by profit.
Answer:
Business

Question 7.
Earning foreign exchange is the responsibility of the organisation towards this group.
Answer:
Government

Question 8.
Employment generation is the responsibility of the organisation towards this group.
Answer:
Society

1. (D) State whether following statement are true or false

Question 1.
Businessmen are trustees of the society.
Answer:
True

Question 2.
Business ethics is a code of conduct.
Answer:
True

Question 3.
The commercial organisation are expected to uplift the weaker section of the society.
Answer:
True

Question 4.
It is the responsibility of commercial organisation to maintain industrial peace.
Answer:
True

Question 5.
Owners should not get complete and accurate information about the financial position.
Answer:
False

Question 6.
Media does not play important role in public life.
Answer:
False

Question 7.
Social responsibility is broader than legal responsibility of business.
Answer:
True

1. (E) Find the odd one

Question 1.
Job security, health and safety measures, good working condition, reasonable profit.
Answer:
reasonable profit

Question 2.
Good quality products, fair prices, honest advertising, prevent congestion in cities.
Answer:
prevent congestion in cities

Question 3.
Timely payment of taxes, earning foreign exchange, creating goodwill, political stability.
Answer:
creating goodwill

Question 4.
Protection of environment, maintain transparency, employment generation, development of backward region.
Answer:
maintain transparency

Question 5.
Proper conduct of meeting, careful use of capital, fair prices of products, maintain solvency and prestige.
Answer:
fair prices of products.

1. (F) Complete the sentences

Question 1.
Business organisation can maximise profitability by …………….. wastage.
Answer:
minimising

Question 2.
Social responsibility is broader than …………….. responsibility.
Answer:
legal

Question 3.
The concept of trusteeship was propounded by ……………….
Answer:
Mahatma Gandhi

Question 4.
Business should earn ………………. profit.
Answer:
reasonable

Question 5.
……………….. should be fixed according to the nature and importance of work.
Answer:
Remuneration

Question 6.
The word ‘Ethics’ is derived from the Greek word ………………..
Answer:
Ethos

1. (g) Select the correct option

(Responsibilities towards shareholders, Responsibilities towards consumers, Responsibilities towards government. Responsibilities towards society)

	Group A	Group B
1.	(1) After sales service	————–
2.	(2) Timely payment of proper taxes	————–
3.	——————	Protest Anti-Social activities
4.	—————–	Fair practices on Stock Exchange

Answer:

	Group A	Group B
1.	After sales service	Responsibilities towards consumers
2.	Timely payment of proper taxes	Responsibilities towards Government
3.	Responsibilities towards Society	Protest Anti-Social activities
4.	Responsibilities towards shareholders	Fair practices on Stock Exchange

1. (H) Answer in one sentence

Question 1.
Who can raise voice against business malpractices?
Answer:
Media can raise voice against business malpractices.

Question 2.
What should be done by management to keep workers updated?
Answer:
Guidance methods like ‘Introduction Training’, Refresher Training should be conducted to keep employees updated on the latest development to increase their efficiency and confidence.

Question 3.
What type of advertising should be avoided?
Answer:
False, misleading and vulgar advertisement should be avoided by the organisations.

Question 4.
What organisation should do to improve quality of goods and to reduce cost of production?
Answer:
Organisation should conduct research and development to improve the quality of goods and to reduce the cost of production which in turn will minimise the final prices charged to consumers.

1. (I) Correct the underlined word and rewrite the sentence

Question 1.
Social responsibility is narrower term than legal responsibility of business.
Answer:
Social responsibility is broader term than legal responsibility of business.

Question 2.
All sorts of fair practices related to stock exchange should be avoided.
Answer:
All sorts of unfair practices related to stock exchange should be avoided.

Question 3.
Management and union should agree strikes and lockouts to protect the interest of both the parties.
Answer:
Management and union should ban strikes and lockouts to protect the interest of both the parties.

Question 4.
MRP (Maximum Retail Price) should not be printed on every packet.
Answer:
MRP (Maximum Retail Price) should be printed on every packet.

Question 5.
Dishonest advertising can be appreciated by customers in the long run.
Answer:
Honest advertising can be appreciated by customers in the long run.

Question 6.
Financial help should be provided by business organisation for anti-social activities.
Answer:
Financial help should not be provided by business organisation for anti-social activities.

Question 7.
Business ethics is a compulsory term.
Answer:
Business ethics is a voluntary term.

Question 8.
Business ethics is not a relative term.
Answer:
Business ethics is a relative term.

Question 9.
Social values are based on perceptions of right or wrong.
Answer:
Moral values are based on perceptions of right or wrong.

Question 10.
Moral values provide general guidelines for social conduct.
Answer:
Social values provide general guidelines for social conduct.

2. Explain the following term/concept

Question 1.
Social Responsibility.
Answer:
(1) Good Quality Products : It is the responsibility of a commercial organisation to produce and supply good quality products and services. To improve the quality, every business unit must have quality control department to reject inferior and substandard products. In this respect, International Standards Organisation (ISO) is the latest trend towards quality control. This ensures customers’ loyalty to products.

(2) Fair Prices : The commercial organisation must charge fair and reasonable prices for its goods. Maximum Retail Price (M.R.E) inclusive of all taxes must be printed on all packed products. The customers should not be cheated by being charged higher prices. It is not fair and practicable to fool the customers every time. Such practices bring disrepute to the organisation and spoil its image in the long run.

(3) Customer’s Safety : The organisation must ensure that the product supplied has no adverse effect on the life and health of the consumers. Unsafe products must not be marketed by the organisation. The manufacturers of the genuine products must warn the consumers about the imitation and unsafe products well in time.

Question 2.
Concept of Trusteeship.
Answer:
(1) Trusteeship is a socio-economic philosophy that was propounded by Mahatma Gandhi. According to the principle of trusteeship, “A business must be carried out in trust, legally and morally for the benefit and welfare of the people.” Businessmen are treated to be trustees of society.

(2) Trusteeship provides a means through which rich or wealthy people become trustees of different trusts that take care or look after the welfare (well-being) of the people in the society. Business organisations function and operate within society. They are the part and parcel of the society to which they belong. Therefore, it is now realised that the activity which is harmful to the society is not good (suitable) for the business organisations.

Question 3.
Business Ethics.
Answer:
Meaning : The word ‘ethics’ is derived from Greek word ‘Ethos’ which refers to human character and conduct. The dictionary meaning of ‘ethics’ is moral principles that control or influence a person’s behaviour. The term ‘business ethics’ refers to a system of moral principles or rules of conduct applied to business operations or activities. It is a code of conduct for regulating the activities of business towards society and others. Ethics is a branch of social science.

According to Wheeler, “Business ethics is an art or science of maintaining harmonious relationship with society, its various groups and institutions as well as reorganising the moral responsibility for the right or wrong conduct of business

Question 4.
Moral Values.
Answer:
(1) Moral values are the standards of right and wrong which govern an individual’s behaviour and choices. Moral values may be derived from society, government, religion or self. Moral values are based on the understanding of right and wrong. Business ethics deals with morality in the business environment.

(2) Business may be guided by some moral principles such as not to get involved in unfair trade practices, to be honest and truthful about quality, not to sell adulterated products as pure product, not to give false and misleading advertisements, charging fair prices, paying taxes, duties and fees to the government honestly, and in schedule time, etc.

Question 5.
Social Values.
Answer:
(1) Social values are set of moral principles that provide the general guidelines for our social conduct. Social values constitute an important aspect of the culture of the society. They are based on tradition, ego, honesty, integrity, fairness, hard work, co-operation, forgiveness, etc.

(2) Social values are the values (standards) concerned with the social aspects of human life, e.g. truth, justice, kindness, generosity, tolerance, patriotism, respect for seniors, excellence, etc. The business organisations should develop social, values through educative advertising, cultural programmes, national integration programmes, assistance to the educational institutes, etc.

3. Study the following case/situation and express your opinion

Question 1.
Yashwant Co. Ltd. is providing facilities for their female staff like day care centre for kids and work from home facility. Even management takes their suggestions while taking the decisions though they are members of trade union.

(i) By doing this they are following social responsibilities towards which interest groups?
(ii) What values are they presenting?
(iii) What kind of responsibilities employer follows in above case?
Answer:
(i) By treating the staff with dignity and respect the company follows the social responsibilities towards the employees.
(ii) Yashwant Co. Ltd. are presenting social values by showing co-operation to their female staff.
(iii) Management takes the employees’ suggestions while taking the decisions even though they are members of trade union. By doing this, management recognizes the right of employees to join, Trade Unions. The company also does not restrict employees from forming Trade Union. Thus they follow social responsibility towards employees.

Question 2.
An organisation manufacturing paints has been enjoying a prominent market position since many years. It has been dumping its untreated poisonous waste on the river bank: which has created many health problems for the nearby villages.

(i) Which responsibility is neglected by manufacturing organisation?
(ii) What kind of pollution are they doing?
(iii) What precautionary measures they need to take?
Answer:
(i) Responsibility towards protection of environment is regulated by manufacturing industries.
(ii) They are creating water pollution by dumping its untreated poisonous waste on the river bank.
(iii) Proper waste management techniques should be adopted by the organisation under which waste should be reduced, effort should be made to reuse the waste. Waste that cannot be reduced or reused should be recycled.

Question 3.
A vehicle manufacturing company has adopted the following practices:
(A) Only those components will be used by the company which are environment-friendly.
(B) There will be discharge of harmful wastes only after their proper treatment.
(C) Pollution level of every vehicle will be maintained as per international standards.

(i) By doing this, business organisation follows social responsibility towards which interest group?
(ii) What kind of pollution do they want to avoid ?
(iii) What kind of message do they want to convey ?
Answer:
(i) Business organisation follows social responsibility towards society for protection of environment.
(ii) They want to avoid air pollution.
(iii) They want to convey the message that business should be committed to protect the environment and should not create imbalance in nature.

4. Answer in brief

Question 1.
Give any four types of social responsibilities towards consumers.
Answer:
The social responsibilities of commercial organisation towards consumers are explained as follows:
(1) Good Quality Products : It is the responsibility of a commercial organisation to produce and supply good quality products and services. To improve the quality, every business unit must have quality control department to reject inferior and substandard products. In this respect, International Standards Organisation (ISO) is the latest trend towards quality control. This ensures customers’ loyalty to products.

(2) Fair Prices : The commercial organisation must charge fair and reasonable prices for its goods. Maximum Retail Price (M.R.E) inclusive of all taxes must be printed on all packed products. The customers should not be cheated by being charged higher prices. It is not fair and practicable to fool the customers every time. Such practices bring disrepute to the organisation and spoil its image in the long run.

(3) Customer’s Safety : The organisation must ensure that the product supplied has no adverse effect on the life and health of the consumers. Unsafe products must not be marketed by the organisation. The manufacturers of the genuine products must warn the consumers about the imitation and unsafe products well in time.

(4) Honest Advertising : The advertisement conveys varied information of the products like the facts, features, side effects, advantages, uses, etc. to the customers. The commercial organisations must see to it that their advertisement should not mislead the consumers by exaggerating the actual facts. The commercial organisations must not indulge in vulgar, false and misleading advertisement. Honest advertisements are always appreciated by the consumers and become beneficial in the long run.

(5) After Sales Service: The commercial organisation should offer quick, satisfactory and efficient after sales service specially in the case of consumer durable products for their maintenance during the period of warranty. Effective and efficient after sales services enable them to establish and maintain good relation with the consumers.

Question 2.
What is Business Ethics ? What are elements of business ethics ?
Answer:
[A] Meaning : The word ‘ethics’ is derived from Greek word ‘Ethos’ which refers to human character and conduct. The dictionary meaning of ‘ethics’ is moral principles that control or influence a person’s behaviour. The term ‘business ethics’ refers to a system of moral principles or rules of conduct applied to business operations or activities. It is a code of conduct for regulating the activities of business towards society and others. Ethics is a branch of social science.

According to Wheeler, “Business ethics is an art or science of maintaining harmonious relationship with society, its various groups and institutions as well as reorganising the moral responsibility for the right or wrong conduct of business.

[B] Elements of business ethics : The elements of business ethics are explained as follows:
(1) Trustworthiness : Every business unit or organisation must work in all areas to maintain trustworthiness. This increases the confidence of clients or customers in the organisation. The clients usually believe in organisations for reliability and quality performance. Company or organisation functions and prospers on character, i fairness, truth, honour and ability.

(2) Honest service delivery : It is much better to be honest about what one can do rather than making empty promises. Empty or false promises ruin the reputation of the business organisation. Business organisation should fulfil or complete all its commitments and obligations and leave every customer feeling well served and satisfied.

(3) Confidentiality : The company or business organisation should strictly obey and follow its i internal confidential policy. It is utmost important for every business organisation to keep in secret the confidential details of its own clients. For private gain it should not disclose such information to any one. Similarly, it should not use any means to get information from competitors about certain formulae or methods of production.

(4) Openness : Good business ethics and continuous improvement also come from keeping an open mind. Business unit should follow the principle of openness. It should regularly demand opinions and feedback from both clients and team members. Even in times of business disagreement, business unit should welcome other’s opinions and ideas with respect and courtesy.

(5) Other common business ethics : (1) A large portion of our society is composed of common people with low purchasing power. Business enterprises should consider likes, dislikes and financial position of these people and accordingly manufacture and provide goods and services. (2) The guaranties and warranties given by the manufacturer should be proper and acceptable by the customers. (3) Advertisements given by the businessmen should not cross limit of decency.

Question 3.
State responsibilities of business towards government.
Answer:
Responsibilities of business towards government:
(1) Timely payment of taxes : Business organisations are expected to pay various taxes such as sales tax, income tax, corporate tax, excise duty, wealth tax, etc. levied by the government from time to time. These funds enable the government to undertake various development projects.

(2) Observing rules and regulations : The business organisations are expected to comply with the various laws, rules and regulations enacted by the government. The company should follow the laws regarding obtaining license of business operation, price determination and production, etc. They should conduct business in lawful manner.

(3) Earning foreign exchange : The business organisations Eire expected to export their products to foreign countries to earn foreign exchange. Foreign exchange is required by the government to import various goods, valuable and important products.

(4) Economic development : The government sets the targets for balanced growth and rapid economic development of the country. The business organisation is expected to provide necessary support to the government.

(5) Implementing socio-economic policies : The business organisations are expected to provide co-operation and required funds to the government in implementing various socio-economic programmes and policies.

Question 4.
State any four CSR activities.
Answer:
CSR, supports the following activities:

1. Eradicating hunger, poverty & malnutrition, promoting preventive health care & sanitation & making available safe drinking water.
2. Promoting education, including special education & employment enhancing vocation skills especially among children, women, elderly & the differently abled & livelihood enhancement projects.
3. Reducing child mortality and improving maternal health by providing good hospital facilities and low cost medicines.
4. Ensuring environmental sustainability, ecological balance, protection of flora & fauna, animal welfare, agro forestry, conservation of natural resources & maintaining quality of soil, air & water.
5. Employment enhancing vocational skills, etc.

5. Justify the following statements.

Question 1.
Role of media has major influence on business organisation.
Answer:
(1) Media refers to the various means used by advertisers to inform the public about the products or services. The mass media include the press, social media, radio and television. Active media plays crucial role in the life of the people. Through internet, reach of social media to common people has become very easy.

(2) Media has efficiency to disburse any information, wrong policy, unfair trade practice adopted by any business organisation at a very fast pace to public at large that too at every corner of the world. Media is very vibrant and active.

(3) Media connects the people and creates influence on masses. It can make propaganda (or raise voice) against business malpractices and exploitation of consumers. It can do publicity through repetition of messages by different means.

(4) Newspapers, radio, television, internet, social media, etc. can easily give publicity to unfair practices of business organisations. So, media makes business organisations understand social values and exerts major influence.

Question 2.
Business should allow workers participation in management.
Answer:
(1) Workers are the real architects of success in any business unit. Investments in human resources (capital) gives rich rewards in the long run.

(2) The success and failure of the business organisations to greater extent depend on the support and participation of employees. Therefore, business organisations should encourage workers to participate in management through various schemes like giving suggestions, saving costs, quality circles, profit sharing co-ownership, etc.

(3) When workers are given opportunity to participate in the management, it will raise their morale. This in turn will give the workers a sense of belongingness. They will take an active part in completion of the work assigned to them.

(4) Workers’ participation in the management r enables the organisation to win the confidence of employees. It creates and maintains good, healthy and improved relationship between labour and management which is necessary for the success of any organisation.

Question 3.
Expectations of society towards business are changing.
Answer:
(1) Today the world is changing and expanding very fast. Social demands have changed gradually over the years. The business has to respond them positively.

(2) Now the people all over the globe are well aware of their rights. Overall knowledge level has also increased. In order to fulfil the growing needs of the people, the business firms must operate as per the expectations of society. Business units must give society what it actually wants.

(3) Consumer satisfaction is the ultimate purpose of business activities. A business organisation must give priority to consumer satisfaction over profit motive. Its survival, progress and reputation depend upon the consumer satisfaction. It must win the confidence of its customers by giving them useful services.

(4) Business organisations are expected to act in broad public interest and serve the objectives of mankind and society at large along with the objectives of earning profit. It must provide quality products to society at reasonable prices and above all contribute to the social welfare.

Question 4.
Business organisations should avoid environmental pollution and ecological imbalance.
Answer:
(1) Functioning of business units and industrialisation create air, water and sound pollution. The carbon particles, dust, harmful gases, chemicals, etc. create air pollution.

(2) Harmful chemicals, untreated sewage, industrial waste, fertilizers, pesticides, refuse, e-waste, etc. when get mixed with water, creates water pollution. Aeroplanes, motor vehicles, construction machines and industrial equipment create sound pollution.

(3) The business organisations are expected to take all possible measures to prevent air, water and sound pollution and to maintain the ecological balance. For the well-being of society every organisation should assist the concerned organisations engaged in pollution control programmes such as plantation of trees, preservation of wildlife and natural resources.

(4) Protecting the environment and maintaining ecological balance in the following manner:

1. Business organisations save cost and money through minimising waste
2. Business organi¬sations which follow green practices (plantation of more and more trees) get support from customers
3. Business organisations which take precautions to protect environment create awareness among employees
4. Protection of environment process cut carbon emission and create conditions for green growth which is beneficial to society
5. Business organisations showing awareness towards environment protection get support and encouragement from the government.
   Thus, business organisation should avoid environmental pollution and ecological imbalance.

Question 5.
All sorts of unfair practices related to stock exchange should be avoided.
Answer:
(1) The persons who provide finance for short term as well as for long term to the company are called owners or investors. They invest their money and accept risk factor. Management is expected to provide full and factual information about the financial performance of the company to the owners and investors.

(2) Securities and Exchange Board of India (SEBI) plays a pivotal role in regulating and maintaining the interests of investors in the securities market. Law prohibits any sort of activity that are manipulative or unfair in the securities market. Thus, business organisations must avoid unfair practices related to stock exchange like insider trading, providing wrong and secret information about buying/selling or dealing with securities, etc. Any breach in the above mentioned practices may be considered unlawful and be made accountable by SEBI.

(3) Therefore, business organisation should consider responsibilities toward the owners and should avoid all sorts of unfair practices related to stock exchange.

Question 6.
Business ethics contains moral and social values for doing business.
Answer:
(1) Business Ethics refer to code of conduct that a business organisation are expected to follow while doing a business. According to ‘Wheeler’, “Business ethics is an art or science of maintaining harmonious relationship with society, its various groups and institutions as well as recognizing the moral responsibility for right or wrong conduct of business. ”

(2) Moral values are based on perceptions of right and wrong. They provide the general guidelines for distinguishing between wrong and right path of business, between good and bad, fair and unfair, just and unjust, legal and illegal, proper and improper in respect to human actions. Ethics contain moral values for doing business, Honesty, transparency, fairness, integrity, etc. are moral values that create goodwill and gives economic gain in the long run.

(3) Social values form an important part of the culture of the society. They provide general guidelines for social conduct. Values such as fundamental rights, patriotism, respect for human dignity, rationality, sacrifice, equality, democracy, etc. influence our behaviour in many ways. These social values made the business socially acceptable. As business is a part of society, it can be successful in the long run by adopting social values.

Question 7.
Business ethics can be considered as a tool for social development.
Answer:
(1) Business ethics is a code of conduct evolved for regulating the activities of business towards the society and others.

(2) It calls for the importance of fair treatment to be given to the consumers, workers, suppliers, shareholders, competitors, government and the community at large. Business ethics promote the principles of honesty, sincerity, fairness, justice in business dealings.

(3) It protects the interests of all the constituents of the society. It creates healthy and competitive business atmosphere. It induces businessmen to introduce social security and welfare measures.

(4) The businessmen promote activities enhancing the cultural values of the society. Thus, business ethics, if practised by businessmen in the right spirit, can be considered as a tool for social development.

6. Attempt the following

Question 1.
What is social responsibility of commercial organisation towards consumers ?
Answer:
The social responsibilities of commercial organisation towards consumers are explained as follows:
(1) Good Quality Products : It is the responsibility of a commercial organisation to produce and supply good quality products and services. To improve the quality, every business unit must have quality control department to reject inferior and substandard products. In this respect, International Standards Organisation (ISO) is the latest trend towards quality control. This ensures customers’ loyalty to products.

(2) Fair Prices : The commercial organisation must charge fair and reasonable prices for its goods. Maximum Retail Price (M.R.E) inclusive of all taxes must be printed on all packed products. The customers should not be cheated by being charged higher prices. It is not fair and practicable to fool the customers every time. Such practices bring disrepute to the organisation and spoil its image in the long run.

(3) Customer’s Safety : The organisation must ensure that the product supplied has no adverse effect on the life and health of the consumers. Unsafe products must not be marketed by the organisation. The manufacturers of the genuine products must warn the consumers about the imitation and unsafe products well in time.

(4) Honest Advertising : The advertisement conveys varied information of the products like the facts, features, side effects, advantages, uses, etc. to the customers. The commercial organisations must see to it that their advertisement should not mislead the consumers by exaggerating the actual facts. The commercial organisations must not indulge in vulgar, false and misleading advertisement. Honest advertisements are always appreciated by the consumers and become beneficial in the long run.

(5) After Sales Service: The commercial organisation should offer quick, satisfactory and efficient after sales service specially in the case of consumer durable products for their maintenance during the period of warranty. Effective and efficient after sales services enable them to establish and maintain good relation with the consumers.

(6) Research and Development: The commercial organisation is expected to conduct research and development for the purpose of improving the quality of the product and reducing the cost of production. The commercial organisations must provide quality and branded products such as BIS – Bureau of Indian Standards, AGMARK – Agricultural Marketing, ISI – Indian Standards Institute, etc.

(7) Regular Supply: The commercial organisations are expected to provide goods and services to the consumers regularly as and when needed by them. The commercial organisations are not supposed to create artificial scarcity of goods by hoarding. They should not indulge in black marketing.

(8) Attend Complaints : The commercial organisations must attend to the complaints of consumers without any delay. For this, every organisation should implement quick, effective and suitable grievances redressal system. Suggestions of the customers for the improvement of products should be welcomed and gratefully acknowledged. Required modification in the products should be carried out.

(9) Training: The commercial organisation should organise training to their regular and potential consumers, from time to time, either free of cost or by charging nominal fees.

(10) Avoid Customer Exploitation : In order to avoid exploitation of consumers, the commercial organisations should not indulge in unfair trade practices. To protect the interest of consumers, organisations should avoid monopolistic competition in the market.

Question 2.
State different types of responsibilities towards society.
Answer:
The following are the social responsibilities of a business unit towards society community/ public in general:
(1) Protection of environment : In recent years, pollution becomes one of the major problems. Industries, chemical plants, cement plants, etc. create air pollution and water pollution. The business organisations must take all possible measures to prevent or minimise air and water pollution and maintain ecological balance.

(2) Better and maximum use of resources : The business firms must make proper and optimum use of available resources in the larger interest of the society. The resources such as water, land, fuel, raw materials, etc. should be used fairly and efficiently. However, care should be taken not to misuse or waste such resources.

(3) Reservation for weaker section : For upliftment of economically weaker section of society, the business organisations are expected to reserve certain positions in their organisations. They should also provide financial and other necessary help to them wherever expected.

(4) Development of backward regions : The society expects that the business firms should start their industries in less developed (backward) areas to create employment opportunities. It will increase purchasing power among these people. In this manner, business organisations should make development in backward regions.

(5) Protect against anti-social activities : The business organisations should neither undertake nor participate in anti-social activities. They should not provide any financial assistance to anti-social elements. The business firms should avoid anti-social activities such as smuggling, association with underworld (criminal) people, bribing government officials, etc.

Question 3.
Describe the responsibilities of commercial organisation towards investors.
Answer:
Responsibilities of business towards investors:
(1) Proper conduct of meetings : Whenever need arises, a company should call and organise meetings of investors to provide information about the business. Prior to meeting, proper notice and agenda should be sent well in advance. During the period of financial crisis, investors should be convinced and taken into confidence. Reasons for failure should be explained to the investors to gain their confidence.

(2) Return on Investment : Investors invest their money in the company by accepting risk. They are entitled by get fair returns on their investment at regular interval in the form of interest. Investors expect the following from the business organisations : (a) fair returns on their investment, (b) safety of their investment and (c) steady and gradual appreciation of the business.

(3) Handling grievances : A company is required to pay attention and handle the grievances and complaints of the investors amicably. There should be orderly procedure to solve and deal with grievances without any delay. The business management should answer all the queries of investors regarding any issue in satisfactory manner.

(4) Maintain transparency : Investors supply funds for long term and for working capital to carry on business more efficiently. Investors expect that business firms should maintain high degree of transparency in their operations.

(5) Proper disclosure of information : A company is expected to disclose full and factual information through regular reports, circulars and statement of profit. The company must provide its financial performance more correctly so that prospective investors are able to take right decisions to invest their money in future.

(6) Maintain solvency and prestige : Business organisation or a company is expected to maintain sound financial position, prestige, solvency and goodwill to gain confidence of investors. For this, company should undertake innovation, research and expansion programme on the continuous basis.

Question 4.
Describe the features of Business Ethics.
Answer:
The features of Business Ethics are explained as below:
(1) Code of conduct : Business ethics is a code of conduct developed and evolved for regulating business activities toward welfare of society. It explains what activities one is suppose to do and not do for the welfare of the society. All business units must follows this code of conduct.

(2) Based on moral and social values : Business ethics comprises social and moral principles i.e. rules for carrying out business activities smoothly. This contains self control, consumer protection and welfare, fair treatment to social group, service to society, not to harm (exploit) others, etc.

(3) Gives protection to social groups : Business ethics protects the interests of all the constituents (groups) of the society which include consumers, creditors, employees, small businessmen, shareholders, government, etc.

(4) Provides basic framework : Business ethics specifies the social, cultural, legal, economic and other limits of business within which business units are expected to plan, work out and conduct their functions and activities.

(5) Voluntary : The businessmen must follow (accept) business ethics voluntarily, i.e. on their own. Business ethics must be similar to self¬discipline. It should not be made compulsory by law.

(6) Requires education and guidance : Prior to introduction of business ethics in the organisation, businessmen must be properly educated, trained and given guidance. The businessmen must be convinced and motivated to implement business ethics.

(7) Relative term : Business ethics is a relative term. It differs or changes from one business to another business and from one country to another.
In one country whatever is considered good may be banned or bad for other country.

(8) New concept : Business ethics is considered as newer concept. It is strictly followed and applied in developed, i.e. advanced countries. It is not accepted and followed in developing and poor (backward) countries.

Question 5.
What is Corporate Social Responsibility?
Answer:
(1) Corporate Social Responsibility (CSR) is the recent and newest management strategy which creates positive impact on society while doing business. It is a global concept. It is self regulating business model which aims at contributing towards social welfare and support ethically oriented practices. CSR makes a company socially accountable and responsible. CSR makes a company accountable towards itself, its stakeholders, public in general, etc. By undertaking and practising social responsibility company can be alert and awake about social, economic and environmental aspects of the society.

(2) According to UNIDO (United Nations Industrial Development Organization), “Corporate Social Responsibility is a management concept whereby companies integrate social and environmental concerns in their business operations and interactions with their stakeholders”.

According to Section 135 of the Companies Act, 2013 and Companies (CSR Policy) Rules 2014, the companies having net worth of 1500 Cr. or more or turnover of 1000 Cr. or more; or net profit of 15 Cr. or more during any financial year have to form a Corporate Social Responsibility Committee of the Board. The Board’s report will give information about the compositions of CSR committee with effect from 1st April, 2014.

(3) In every financial year, all companies should spend at least 2% of average net profits of last 3 years on their CSR policy. The CSR committee consists of 4 directors who meet at least 2 times in a year to discuss and review the CSR policy and CSR activities, prepare budget, explain the way to implement projects and to establish a transparent means to check progress.

(4) CSR, supports the following activities:

1. Eradicating hunger, poverty & malnutrition, promoting preventive health care & sanitation & making available safe drinking water.
2. Promoting education, including special education & employment enhancing vocation skills especially among children, women, elderly & the differently abled & livelihood enhancement projects.
3. Reducing child mortality and improving maternal health by providing good hospital facilities and low cost medicines.
4. Ensuring environmental sustainability, ecological balance, protection of flora & fauna, animal welfare, agro forestry, conservation of natural resources & maintaining quality of soil, air & water.
5. Employment enhancing vocational skills, etc.

(5) Penalties for non-compliance of CSR activities (duties) would attract a fine of not less than Rs 50,000 which may increase to Rs 25,00,000 and every officer of the company in default is given punishment of imprisonment for 3 years or with fine of Rs 50,000 which may increase to Rs 5,00,000 or with both.

7. Answer the following

Question 1.
Explain the responsibilities of business towards employees.
Answer:
The responsibilities of business towards employees are explained as follows:
(1) Job security: Job security (guarantee) gives mental peace to the employees. In order to encourage employees to work with full concentration, dedication and commitment, the business organisation must give job security and frame rules for confirmation of their service and strictly adhere to them. This will in turn raise their morale, interest and loyalty towards the organisation.

(2) Fair remuneration : The business organisation should pay adequate and attractive salaries along with incentives like overtime allowance, bonus, etc. to all employees. Wages or salaries payable to employees should be fixed by considering nature of work. The business organisations should frame suitable wage plans for increments and timely revision of wages.

(3) Health and safety measures : The business organisations is expected to take necessary steps for protecting the health and hygiene of the employees. Proper sanitation, canteen, medical facilities, hygienic conditions, etc. must be provided to them. Proper maintenance of machines and premises must be done to prevent accidents and control pollution. Business organisation should provide safety equipment such as helmets, safety goggles, gloves, shoes, masks, etc. to the employees.

(4) Good working condition : The business organisations must provide good working conditions to their employees such as adequate lighting, ventilation, safe drinking water, etc. The business organisations are expected to take necessary steps to avoid and minimise air, sound and water pollution. The business organisation must fix proper working hours and norms (shiftwise, if any) with due provisions for lunch break, tea intervals, restrooms, etc.

(5) Recognition of Trade Unions : The business organisation must recognise the right of a worker to join a recognised trade union. The management or employer should not prevent workers from forming a trade union. The management should not follow the policy of “Divide and Rule”. Further, the management should solve the problems of the workers amicably by holding face to face interactions, talks, meetings and negotiations with unions. The management and union should agree to ban lockouts and strikes to protect the interest of both the parties. A business organisation is expected to maintain industrial harmony and peace.

(6) Education and training : The business organisations are expected to take efforts to educate and train the employees. Depending on the nature of job, the business organisation should offer education, training and guidance to their employees free of cost. To update their knowledge, on the latest development and to increase the S efficiency of the employees, the organisation should arrange ‘Refresher in service training’ and ‘Introduction Training’ at regular intervals.

(7) Workers participation in management : The business organisations are expected to encourage workers to participant in the management by forming workers’ committee. The management should encourage the workers ; through different schemes like suggestion schemes, profit sharing, etc. These schemes enable the management to raise employees’ morale and help the management to give them a sense of belonging.

(8) Promotion and career opportunities : Business organisations should offer enough opportunities of promotion to their qualified and talented employees. They should give detailed information about qualification, skills and I experience required to get promotions. This will increase awareness and motivate the workers to work hard.

(9) Proper grievance procedure : The organi-sation must introduce a suitable grievance (redressal) procedure to deal with the employees’ complaints. All their queries or problems should be sorted out and solved quickly and amicably.

The employees must feel satisfied that their complaints are attended properly. Management or employer must investigate and take necessary actions to settle the grievances and complaints.

(10) Miscellaneous : Management or employer should-

1. give fair treatment to all employees.
2. recognise, appreciate and encourage special skills and talents of the employees.
3. introduce code of conduct for the employees.
4. protect religious, social, political rights of the employees.
5. allow employees to form informal groups.

Question 2.
Define the concept of Social Responsibility and what is the need for social responsibility.
Answer:
[A] Meaning and Definition : Social responsibility is an obligation of the business organisation to take those decisions and perform those actions which are desirable to fulfil the objectives and add values to our society. The business organisations are expected to perform all the activities of their business in such a manner that such activities will not cause any harm to any part of the society.

In other words, the business enterprises should undertake such activities which will protect and contribute to the interest of society and fulfil their expectations. According to Howard D. Bowen “Social Responsibility is to pursue those policies to make those decisions, or to follow those lines of action which are desirable in terms of the objectives and values of our society.” In brief, social responsibility comprises of an element of voluntary action taken by the business people for the benefit of the society.

[B] Need for social responsibility:
(1) Concept of Trusteeship : Trusteeship is a socio-economic philosophy that was advocated by Mahatma Gandhi. According to it, rich (wealthy) people would be trustees of the trusts that take care of the welfare of the people in general. Businessmen are treated as trustees of society.

(2) Changing expectations of society : Over the years, society’s expectations from the business organisation have undergone severe change. In earlier days, business firms were recognised as the providers of goods and services. However in recent years society expects that every business organisation as a responsible citizen should contribute towards social welfare of the people in the society.

(3) Reputation : Business organisations spend large amount of money in brand building and in creating and strengthening their favourable image. The business organisations which care for every organ of the society and contribute to social well¬being enjoy a good reputation in the society. Such organisations always get good support from the public which in turn increases sales, profitability, attraction of talent and sustained growth.

(4) Protection of environment : It is the social responsibility of the business organisations to make proper and careful use of country’s natural resources. They should not cause environmental pollution (degradation) like contamination pollution of water resources, depletion of ozone layer, etc. Such type of pollutions result in poor health of the community and put a question mark on the survival of human species/race.

(5) Optimum utilisation of resources : Usually, large business organisations have huge amount of resources such as manpower, talent, finance and expert at their disposal to use. It is the social responsibility of business organisations to make optimum use of available resources to protect society’s interests. The organisation should always avoid wastage of resources.

(6) Pressure of trade union : The workers have now become more conscious of their rights and privileges. In recent years, trade unions play significant role in business environment. The workers have realised that their efforts contribute to the profits of the business organisation and expect management to pay them fair wages, bonus, etc. to minimise or avoid conflicts between trade unions and management. The business organisations should understand the responsibility towards employees to avoid conflicts and act accordingly.

(7) Growth of consumer movement : Advancement and growth in education, development of mass media and growing competition in the market create awareness among the consumers about their rights and powers. Hence, business organisation are required to follow consumer-oriented policies.

(8) Government control : From the side of business organisation, government rules and regulations are not desirable. This is because government put certain restrictions and limit the freedom of business organisations. In order to put moral and legal pressure on business, the government has enacted several laws such as Consumer Protection Act, 1986, Air Pollution Act, Food Adulteration Act, etc.

(9) Long term self interest : A business organisation and its image stand to earn handsome profit in the long run if its motive is providing services to the society. When the workers, consumers, shareholders, government officials and members of the public feel that a business organisation is indifferent to the social interests, they may withdraw their support to end co¬operation. Therefore, it is in the long-term interest of the business organisation to be socially useful and fulfil its social responsibility.

(10) Complexities of social problems : Many a time some business organisations themselves create social problems such as discrimination in treatment, unsafe workplaces, different types of pollutions, etc. It is the moral and social obligation of the business organisation to solve these social problems.

(11) Globalisation : In globalisation, business activities are conducted throughout the world. In recent years, the entire globe (world) has becomes the market place for buying and selling goods and services produced in any part of the world. Globalisation creates and provides more opportunities, threats and challenges to the business organisations. Those countries in the world which have followed good and fair trade practices capture and influence the entire world trade.

(12) Role of media : By using internet, it is easier to approach the common people. Media is dynamic and active which can influence large number of people in the society. Media is useful to raise voice against malpractice and exploitation of the consumers. Media plays important and active role in public life. Thus, Business organisation should not neglect the social values.

Question 3.
Explain the responsibilities of a business unit towards society at a large.
Answer:
The following are the social responsibilities of a business unit towards society community/ public in general:
(1) Protection of environment : In recent years, pollution becomes one of the major problems. Industries, chemical plants, cement plants, etc. create air pollution and water pollution. Business organisations must take all possible measures to prevent or minimise air and water pollution and maintain ecological balance.

(2) Better and maximum use of resources : The business firms must make proper and optimum use of available resources in the larger interest of the society. The resources such as water, land, fuel, raw materials, etc. should be used fairly and efficiently. However, care should be taken not to misuse or waste such resources.

(3) Reservation for weaker section : For upliftment of economically weaker section of society, business organisations are expected to reserve certain positions in their organisations. They should also provide financial and other necessary help to them wherever expected.

(4) Development of backward regions : The society expects that the business firms should start their industries in less developed (backward) areas to create employment opportunities. It will increase purchasing power among these people. In this manner, business organisations should make development in backward regions.

(5) Protect against anti-social activities : The business organisations should neither undertake nor participate in anti-social activities. They should not provide any financial assistance to anti-social elements. The business firms should avoid anti-social activities such as smuggling, association with underworld (criminal) people, bribing government officials, etc.

(6) Financial assistance : The society expects financial helps and donations from the business organisations for various social welfare activities such as eradication of poverty, illiteracy, etc. The society also expects financial assistance from them to organise various awareness programmes like anti-drug campaigns, antinoise pollution campaigns, etc.

(7) Prevent congestions : The society expects that the business firms start industries in industrial zones and at different locations. It will minimise the adverse effects like pollution and overcrowded cities in residential areas. This facilitates business firms to provide jobs to local people. This in turn avoids congestion in big cities.

(8) Employment generation : The business units should generate and provide better job opportunities to young and well qualified people in all sections of the society. It should make maximum efforts to generate employment through expansion and diversification of its business. This will avoid unemployment and poverty in the society.

Question 4.
What are the responsibilities of business towards investors and government?
Answer:
[A] Responsibilities of business towards investors:
(1) Proper conduct of meetings : Whenever need arises, a company should call and organise meetings of investors to provide information about the business. Prior to meeting, proper notice and agenda should be sent well in advance. During the period of financial crisis, investors should be convinced and taken into confidence. Reasons for failure should be explained to the investors to gain their confidence.

(2) Return on Investment : Investors invest their money in the company by accepting risk. They are entitled by get fair returns on their investment at regular interval in the form of interest. Investors expect the following from the business organisations : (a) fair returns on their investment, (b) safety of their investment and (c) steady and gradual appreciation of the business.

(3) Handling grievances : A company is required to pay attention and handle the grievances and complaints of the investors amicably. There should be orderly procedure to solve and deal with grievances without any delay. The business management should answer all the queries of investors regarding any issue in satisfactory manner.

(4) Maintain transparency : Investors supply funds for long term and for working capital to carry on business more efficiently. Investors expect that business firms should maintain high degree of transparency in their operations.

(5) Proper disclosure of information : A company is expected to disclose full and factual information through regular reports, circulars and statement of profit. The company must provide its financial performance more correctly so that prospective investors are able to take right decisions to invest their money in future.

(6) Maintain solvency and prestige : Business organisation or a company is expected to maintain sound financial position, prestige, solvency and goodwill to gain confidence of investors. For this, company should undertake innovation, research and expansion programme on the continuous basis.

[B] Responsibilities of business towards government:
(1) Timely payment of taxes : Business organisations are expected to pay various taxes such as sales tax, income tax, corporate tax, excise duty, wealth tax, etc. levied by the government from time to time. These funds enable the government to undertake various development projects.

(2) Observing rules and regulations : The business organisations are expected to comply with the various laws, rules and regulations enacted by the government. The company should follow the laws regarding obtaining license of business operation, price determination and production, etc. They should conduct business in lawful manner.

(3) Earning foreign exchange : The business organisations Eire expected to export their products to foreign countries to earn foreign exchange. Foreign exchange is required by the government to import various goods, valuable and important products.

(4) Economic development: The government sets the targets for balanced growth and rapid economic development of the country. The business organisation is expected to provide necessary support to the government.

(5) Implementing socio-economic policies: The business organisations are expected to provide co-operation and required funds to the government in implementing various socio-economic programmes and policies.

(6) Suggestions to the Government: The business organisations are expected to give suggestions to the government in framing important policies such as Industrial Policy, Import-Export Policy, Licensing Policy, etc. They are helpful to government in framing organisation friendly policies.

(7) No favours : The business organisation should not take any favour from the government officials by giving bribes or influencing them in any matter.

(8) Contributing to government treasury: The business organisation must contribute by extending financial aid to the government during emergencies and natural calamities like floods.

Balbharti Maharashtra State Board Organisation of Commerce and Management 12th Textbook Solutions Chapter 5 Emerging Modes of Business Textbook Exercise Questions and Answers.

Maharashtra State Board 12th Organisation of Commerce and Management Solutions Chapter 5 Emerging Modes of Business

1. (A) Select the correct options and rewrite the sentence

Question 1.
For online transactions ……………… is required.
(a) registration
(b) trading
(c) business
Answer:
(a) registration

Question 2.
The term ‘e-business’ is derived from the term ……………….. and e-commerce.
(a) Cash
(b) e-pay
(c) e-mail
Answer:
(c) e-mail

Question 3.
The transactions under ………………. are between consumers and consumers.
(a) B2B
(b) C2C
(c) B2C
Answer:
(b) C2C

Question 4.
The process of contracting a business function to someone else is called as …………….
(a) Outsourcing
(b) Trading
(c) e-business
Answer:
(a) Outsourcing

Question 5.
In online shopping customers put the product in the ……………..
(a) shopping mall
(b) shopping cart
(c) shopping bag
Answer:
(b) shopping cart

1. (B) Match the pairs

Question 1.

Group A	Group B
(A) E-business	(1) Consumer to consumer
(B) B2C	(2) Exist everywhere
(C) Outsourcing	(3) First step
(D) Digital cash	(4) Business to Consumer
(E) Registration	(5) Electronic business
	(6) BPO
	(7) RTO
	(8) Efficient business
	(9) Exist only in cyberspace
	(10) Last step

Answer:

Group A	Group B
(A) E-business	(5) Electronic business
(B) B2C	(4) Business to Consumer
(C) Outsourcing	(6) BPO
(D) Digital cash	(9) Exist only in cyberspace
(E) Registration	(3) First step

1. (C) Give one word/phrase/term for the following statement

Question 1.
The stage where the goods bought are delivered to the customer.
Answer:
delivery stage

Question 2.
The term derived from the terms e-mail and e-commerce.
Answer:
e-business

Question 3.
The transaction which is done with the help of the internet.
Answer:
online transactions

Question 4.
The first step in online transaction.
Answer:
Registration

Question 5.
The process of contracting a business function to specialized agencies.
Answer:
outsourcing

Question 6.
Subset of outsourcing.
Answer:
BPO

Question 7.
Sub segment of BPO.
Answer:
KPO

Question 8.
One of the value added BPO service which involves legal work.
Answer:
LPO.

1. (D) State whether following statement are true or false

Question 1.
It is easy to set up e-business as compared to traditional business.
Answer:
True

Question 2.
The term e-business is derived from the term e-mail and e-commerce.
Answer:
True

Question 3.
e-business allows you to work across the globe in any field.
Answer:
True

Question 4.
LPO stands for legal product outsourcing.
Answer:
False

Question 5.
KPO requires advanced analytical and technical skills.
Answer:
True

Question 6.
With the help of outsourcing, company cannot focus on the core areas.
Answer:
False

1. (E) Find the odd one

Question 1.
BPO, RTO, LPO, KPO
Answer:
RTO

Question 2.
B2B, B2C, A2Z, C2C.
Answer:
A2Z

Question 3.
Debit card, Credit card, Aadhar card, ATM card.
Answer:
Aadhaar card

1. (F) Complete the sentences

Question 1.
E-business is an abbreviation for ………………….
Answer:
Electronic business

Question 2.
The term e-business came into existence in the year ………………..
Answer:
1997

Question 3.
E-business means using the …………….. to connect people and process.
Answer:
Internet

Question 4.
E-business is …………….. of e-commerce.
Answer:
superset

Question 5.
E-commerce is …………….. of e-business.
Answer:
subset

Question 6.
The process of contracting a business function to specialized agencies is known as ……………….
Answer:
Outsourcing

1. (G) Select the correct option and complete the following table

(Business to Business, First step, e-commerce, Payment mechanism, e-business)

	Group A	Group B
A.	Registration	—————
B.	Superset of e-commerce	————–
C.	——————	Last step
D.	Subset of e-business	————-
E.	—————–	B2B

Answer:

	Group A	Group B
A.	Registration	First step
B.	Superset of e-commerce	e-business
C.	Payment mechanism	Last step
D.	Subset of e-business	e-commerce
E.	Business to Business.	B2B

1. (H) Answer in one sentence

Question 1.
What is E-business?
Answer:
E-business i.e. electronic business means and includes buying and selling of goods and services along with providing technical or consumer support through internet.

Question 2.
What is outsourcing?
Answer:
Outsourcing is the process of contracting (transferring) any specific business activity, the non-core functions, of the business to specialised agencies to carry out for some money consideration.

Question 3.
What is online transaction?
Answer:
Online transaction refers to a process of buying and selling of goods and services with the help of internet.

Question 4.
What is Shopping cart?
Answer:
Shopping cart is an online record of what buyer has picked up while browsing the online store, i.e. number of units, quantity, price, etc.

Question 5.
What is digital cash?
Answer:
A form of electronic currency that exists only in cyberspace and has no real physical properties but offers the ability to use as real currency in am electronic format.

Question 6.
What is BPO?
Answer:
Business Process Outsourcing (BPO) refers to the outsourcing (transferring to perform) of peripheral (not important) activities (functions) of the organisation to am external organisation or a service provider to minimise cost and increase efficiency.

Question 7.
What is KPO?
Answer:
KPO i.e. Knowledge Process Outsourcing ; described as the functions related to knowledge and information outsourced (transferred to perform) to third party which may be in the same country or in an off shore location.

Question 8.
What is LPO?
Answer:
Legal Process Outsourcing (LPO) is a form of outsourcing in which legal services, ranging from drafting legal documents, performing legal research to offering legal advice are hired or obtained from outside law firm or legal support services company for money consideration.

1. (I) Correct the underlined word and rewrite the sentence:

Question 1.
E-business is hard to start.
Answer:
easy

Question 2.
There are five stages of online transactions.
Answer:
three

Question 3.
Registration is the Last step in online transaction.
Answer:
First

Question 4.
Digital cash is form of plastic currency.
Answer:
electronic currency

Question 5.
KPO includes less knowledge based and specialized work.
Answer:
more

1. (J) Arrange in proper order

Question 1.
Purchase or sale, Delivery stage, Pre purchase or sale.
Answer:
Pre purchase or sale, Purchase or sale, Delivery stage.

Question 2.
Placing an order, Cash on delivery, Registration
Answer:
Registration, Placing an order, cash on delivery

2. Explain the following term/concept:

Question 1.
E-business.
Answer:
(1) E-business is abbreviated form of electronic business which implies application and use of information and communication technologies (ICT) to conduct and complete all business activities. In 1997, International Business Machines (IBM) used this term. It refers to the use of the web, internet, intranets, extranets, etc. to connect people, process and to conduct business.

(2) The entire process of settling up a website, helping the customers navigate through the website, offering available products, discounts, to attract the prospective buyers, e-business establishes more closer relationship between partners, employees, suppliers and helps companies to manage their business efficiently.

In India, till today most of the business firms are managed as per traditional methods. Now most of the businesses are well aware of benefits of e-business and hence they started incorporating e-business in their business policy and strategy. Google pay, swiggy, ola, ebay are the examples of e-business. Various types of ’e’ business transactions are B2B, B2C, C2B, C2C, B2A, and C2A.

Question 2.
B2B.
Answer:
Business to Business (B2B) : The transactions under B2B include the transactions between one business firm with other business firms. In this type of transactions individual consumers are not involved. In order to get raw materials, catering services, manpower, components of machinery, etc., business firms interact with each other. B2B transactions include supplying ancillary parts/components to manufacturers, providing value added services like catering, providing man power, etc. The business must depend upon one another in order to survive.

Question 3.
B2C.
Answer:
Business to Consumer (B2C) : The transactions under B2C include transactions between business firms and consumers. When consumer identifies a need or requirement, he searches for the product or services to fulfil his need. He then selects a vendor, negotiates the price, receives product or services, makes payment and gets service and warranty claims. The business firms use their website for different range of marketing activities such as sales or product promotion, product information, reviews about the product or service and delivery of the products at doorstep. In order to get more response from the customers, the cost of products and services is kept low through this method and the speed of transaction is faster, e.g. www.flipkart.com, www.yebhi.com, etc.

Question 4.
C2C.
Answer:
Consumer to Consumer (C2C) : The transactions under Consumer to Consumer are between two people. Using e-business facility on internet, the consumers can buy and sell goods and services to other consumers, through some third party. A common consumer posts the product or services for sale with the price and other details online and other consumers tries to buy them. The sites are performing the role of intermediaries, just to match the consumers. For buying and selling, internet allows a lot of space for consumers group to be formed. The consumer forums interact with each other for best variety of goods and services. Through such groups redressal of complaints is also possible. One may sell his products through an online retail space operated by eBay or Yahoo! shopping, etc.

Question 5.
Outsourcing.
Answer:
(1) Outsourcing is a process of allocation of specific business processes or functions to a specialist external service provider or agency for certain monetary consideration. In outsourcing, the service provider or contractor enters into an agreement or formal contract with the company or the firm for providing services against certain monetary charges. After this the service provider, will take the responsibility of carrying out the tasks as per the expectation of the company.

(2) When services such as security, canteen, sanitation, etc. are outsourced by a company, then the security guards, waiters, cooks, sanitation scavangers, etc. are not the employees of the company although they work inside the company premises. They directly work under the control of service provider or contractor. Many organisations, companies, corporate houses, establishments, hospitals, shops, malls, housing societies, offices, etc. outsource their non-core (less important) areas of business such as canteen, sanitation, security services, etc. to outside agencies.

Question 6.
BPO.
Answer:
(1) BPO stands for Business Process Outsourcing. BPO basically refers to the outsourcing of some work or functions of the organisation to third party or service provider to save overall cost of the organisation. In other words, BPO is a business system in which one company hires another company or service provider to do certain process of work (or task) for certain money consideration.

(2) In brief, BPO is a subset of outsourcing that involves the contracting of the operations and responsibilities to a third party to minimise cost and increase efficiency.

Question 7.
LPO.
Answer:
(1) LPO stands for Legal Process Outsourcing. LPO is a type of KPO that renders legal services ranging from drafting legal documents, performing legal research to offering legal advice. LPO implies practice of law firm. It refers to obtaining legal services from outside legal support service company or law firm for certain consideration.

(2) In some industry or organisation in house legal department or a company outsourced legal work to such law firms where it can be done or performed at less cost. For instance, many companies in Europe or US outsource their legal work to Indian law firms where it can be done at considerably lower cost.

Question 8.
KPO.
Answer:
(1) KPO stands for Knowledge Process Outsourcing. In KPO, the important functions related to knowledge and information are outsourced (assigned to perform) to third party service providers. KPO is the sub-part (Section) of BPO in which services of outside or third party service provider are hired not only for its ability to do particular business process or function but also to provide expertise it has.

(2) KPO is nothing but the allotment of more important or relatively high level tasks or functions to an outside organisation or to a different group specially in a different geographic location. KPO is a subset of Business Process Outsourcing (BPO). KPO implies outsource of more important or core functions or business process to third party service provider or organisation to perform which may or may not reduce its cost of the parent company but surely assists in value addition.

3. Study the following case/situation and express your opinion

Question 1.
Abhay purchases some gift articles online from www.flipkart.com. At the same time Sheetal purchased gift from e-bay.com.

(i) Which website is related to C2C?
(ii) Which website is related to B2C?
(iii) What first step does Abhay need to follow?
Answer:
(i) eBay.com website is related to Consumer to Consumer (C2C).
(ii) www.flipkart.com website is related to Business to Consumer (B2C).
(iii) Before online shopping, Abhay has to register with the www.flipkart.com by filling up a registration form. Registration is the first step in online transaction. Abhay needs to login a particular website to buy particular gift articles.

Question 2.
Satvik purchases watch from Titan shop and his friend Shambhavi purchases watch from online shopping site.

(i) Which shopping is from traditional business?
(ii) Which shopping is from e-business?
(iii) Which business involved high risk ?
Answer:
(i) Purchase of watch by Satvik from Titan shop is an example of traditional business.
(ii) Purchase of watch by Shambhavi from online shopping site is an example of e-business.
(iii) e-business i.e. purchase of watch from online shopping site involves high risk as there is no direct contact between Shambhavi and e-business owner.

Question 3.
Mr. Ved made his payment by cheque at the same time Mr. Shlok made his payment by fund transfer.

(i) Whose payment is faster?
(ii) Whose payment is related to traditional business?
(iii) Whose payment is related to e-business?
Answer:
(i) The payment made by Mr. Shlok by fund transfer is faster than payment made by Mr. Ved through cheque.
(ii) The payment made by Mr. Ved by cheque is related to traditional business.
(iii) The payment made by Mr. Shlok by fund transfer is related to e-business.

4. Distinguish between

Question 1.
Traditional business and E-business
Answer:

	Traditional business	E-business
1. Meaning	Business which is managed and carried out in accordance with specific custom or a trading practice for long time is called traditional business.	Business which is managed and carried out by using information technology i.e. the internet is called e-business.
2. Formation	Traditional business is comparatively difficult to form as it requires lengthy and complicated procedure to start.	E-business is comparatively easy to form.
3. Setting up cost	To start, establish and manage traditional business large amount of capital is required.	To start, establish and manage e-business very less amount of capital is required.
4. Risk involved	In traditional business, less risk is involved as interaction between parties is possible due to personal contact.	In e-business, high risk is involved as there is no direct contract between the parties.
5. Scope of business	Traditional business is limited to specific area so its scope is limited.	E-business covers the entire world so its scope is vast and unlimited.
6. Physical inspection and delivery of goods	In traditional business, goods can be inspected physically before they are purchased and their delivery is instant.	In e-business, goods cannot be inspected physically before they are purchased and their delivery takes time.

Question 2.
E-business and E-commerce
Answer:

	E-business	E-commerce
1. Meaning	E-business means buying and selling of goods or services along with providing technical or customer support through the internet.	E-commerce is the trading aspect of e-business where commercial transaction are done over internet.
2. What is it?	E-business is superset of E-commerce.	E-commerce is subset of E-business
3. Features	E-business involves all types of re-sale and post¬sale efforts.	E-commerce just involves buying and selling of products and services.
4. Concept	E-business is broader concept. This is because it involves market surveying, supply chain, logistic management and using determining.	E-commerce has narrow scope. This is because it is restricted to buying and selling of product and services.
5. Transaction	E-business is used in the context of Business to Business (B2B) transactions.	E-commerce is more suitable in Business to Consumer (B2C) transactions.
6. Which network is used?	E-business includes the use of internet, intranet or extranet.	E-commerce involves the compulsory use of internet.

Question 3.
BPO and KPO
Answer:

	BPO	KPO
1. Meaning	BPO implies the outsourcing of non-primary peripheral activities of the organisation to an external organisation to decrease cost and increase efficiency of parent organisation.	KPO is a form of outsourcing in which knowledge related and information related work are outsourced to third party service providers to help in value addition and to get cost benefits.
2. Degree of complexity	BPO is comparatively less complex.	KPO is relatively more complex.
3. Requirement	BPO requires process expertise.	KPO requires knowledge expertise.
4. Talent required in employees	BPO requires personnel having good communication skills.	KPO requires professional qualified personnel.
5. Focus on	BPO focus on low level process.	KPO focus on high level process.

5. Answer in brief

Question 1.
What is Outsourcing? Illustrate with suitable example.
Answer:
(1) Outsourcing is a process of allocation of specific business processes or functions to a specialist external service provider or agency for certain monetary consideration. In outsourcing, the service provider or contractor enters into an agreement or formal contract with the company or the firm for providing services against certain monetary charges. After this the service provider, will take the responsibility of carrying out the tasks as per the expectation of the company.

(2) When services such as security, canteen, sanitation, etc. are outsourced by a company, then the security guards, waiters, cooks, sanitation scavangers, etc. are not the employees of the company although they work inside the company premises. They directly work under the control of service provider or contractor. Many organisations, companies, corporate houses, establishments, hospitals, shops, malls, housing societies, offices, etc. outsource their non-core (less important) areas of business such as canteen, sanitation, security services, etc. to outside agencies.

(3) Similarly arrangements for wedding, anniversary, birthday celebration, etc. can also be outsourced to such agencies. This is because many a time an organisation cannot handle all the functions or aspects of business process internally. Some processes are temporarily required to be performed. In such cases, organisation does not want to recruit and appoint professionals to perform such tasks. Most of the services require finely tuned skills which organisation cannot provide. With increasing global competition, most of the companies are focussing their attention on the improvement of quality of their products. Hence, they outsource their non-core business areas so that they can concentrate fully on their core business activities.

(4) Outsourcing benefits the organisation in two ways, viz. (i) It helps to reduce overall costs and (ii) It can use the expertise of the specialised agencies to perform certain tasks more efficiently.

Question 2.
What is BPO? Explain in detail.
Answer:
(1) BPO stands for Business Process Outsourcing. BPO basically refers to the outsourcing of some work or functions of the organisation to third party or service provider to save overall cost of the organisation. In other words, BPO is a business system in which one company hires another company or service provider to do certain process of work (or task) for certain money consideration.

(2) In brief, BPO is a subset of outsourcing that involves the contracting of the operations and responsibilities to a third party to minimise cost and increase efficiency.

(3) It refers to the outsourcing of less important (non-core) or non-primary activities of the organisation to an external organisation or service provider to minimise the cost and increase efficiency of the organisation.

(4) For instance, customer care centres for various banks, service providers, etc. BPO is less complex and requires process expertise. It also requires good communication skills. It focuses on low level process.

Question 3.
What is KPO? Explain in detail.
Answer:
(1) KPO stands for Knowledge Process Outsourcing. In KPO, the important functions related to knowledge and information are outsourced (assigned to perform) to third party service providers. KPO is the sub-part (Section) of BPO in which services of outside or third party service provider are hired not only for its ability to do particular business process or function but also to provide expertise it has.

(2) KPO is nothing but the allotment of more important or relatively high level tasks or functions to an outside organisation or to a different group specially in a different geographic location. KPO is a subset of Business Process Outsourcing (BPO). KPO implies outsource of more important or core functions or business process to third party service provider or organisation to perform which may or may not reduce its cost of the parent company but surely assists in value addition.

(3) Thus, in KPO the business processes which are outsourced are exceptionally more specialised and knowledge based in comparison to Business Process Outsourcings. In brief, KPO is a form of outsourcing in which knowledge related and information related work is done or carried out by the workers working in different company or by a subsidiary of the some organisation which may be in the same country or on off shore location to save cost.

(4) In KPO, both core as well as non-core activities are performed. It requires advanced analytical and technical skills and high degree of specialist expertise. Margarent Rouse defines KPO as, “KPO is the allocation of relatively high- level tasks to an outside organisation or a different group within the same organisation’’

Question 4.
What is LPO? Explain in detail.
Answer:
(1) LPO stands for Legal Process Outsourcing. LPO is a type of KPO that renders legal services ranging from drafting legal documents, performing legal research to offering legal advice. LPO implies practice of law firm. It refers to obtaining legal services from outside legal support service company or law firm for certain consideration.

(2) In some industry or organisation in house legal department or a company outsourced legal work to such law firms where it can be done or performed at less cost. For instance, many companies in Europe or US outsource their legal work to Indian law firms where it can be done at considerably lower cost.

(3) In recent years, LPO an high end industry has been growing rapidly in India. LPO is superficially a media invention which is derived from BPO. LPO has made tremendous progress in India in past few years.

(4) LPO gained success by producing and rendering services such as document review, legal research and writing, drafting of briefings, etc. Important benefits of outsourcing legal functions is cost savings and to access high level talent and niche expertise that may not exist within the firm or company.

6. Justify the following statements

Question 1.
It is easy to set up e-business as compared to traditional business,
Answer:
(1) e-business is run, managed and carried out with the help of information technology, i.e. web (internet). However, traditional business is run, managed and carried out in accordance with specific old custom or a trading practices of long lasting.

(2) In traditional business large, physical space is needed, to arrange and display the variety of goods. It needs large amount of capital to have infrastructure, staff and other required facilities, e-business can be started, managed and operated with the help of the internet from any place or even from one’s own home. Naturally, it requires very less capital. It is also easy to set up.

(3) In traditional business, time is required to travel, to convince, to negotiate and to interact with the customers. In such process lot of time, energy and money are wasted. While in e-business required information is provided and accepted with terms and conditions more instantly.

(4) e-business is also free from most of the problems as faced by the traditional business. Thus, it is easy to set up e-business.

Question 2.
E-business allows user to work across the globe in any field.
Answer:
(1) e-business i.e. electronic business may be defined as the application of information and technologies to support all the activities of business. It involves electronic buying and supply, chain management, processing orders electronically, online payments via debit or credit cards, handling customer service, etc.

(2) In order to begin with e-business, a business owner must have an internet presence. He has to obtain an e-mail address for communicating the same to the customers and other business associates. This helps speedy communication between business firms and customers. Communication is easy as there is no face to face interaction.

(3) Once the owner of e-business has acquired an electronic means of contact, he may sell goods to the customers residing in any part of the world. There is no need of any wholesalers, retailers, etc. This reduces costs and increases profit. In e-business, goods can be purchased on internet from any place across the globe, payments can be made with the help of debit, credit card, internet banking and the goods are physically delivered at the doorstep of the buyer.

(4) Similarly, he can do trading in any field, e-business uses internet to connect people and processes. The World Wide Web (WWW) offers lot of exposure to e-business on a global platform. International relationship is very strong in e-business. The Government also offers lot of support to e-business. Thus, it allows one to work across the globe in any field he likes.

Question 3.
Online transaction is done with the help of the internet.
Answer:
(1) Online transactions take place when a process of buying and selling are completed through the internet. For online transaction, registration is required. The consumer needs to login a particular website to buy a particular article or service. The customer’s email ID, name, address and other details are saved and safe with the website for further contact.

(2) When a customer likes a product or service, he/she selects, pick ups and drops the items or things in the shopping cart. The shopping cart keeps the systematic and detail record of what items have been picked up while browsing the online store.

(3) The buyer then proceeds to the payment option after selecting all the products. Payment can be made by accepting cash on delivery mode of payment, after receiving physical delivery of goods. The customer may pay in cash or by debit or credit card. The buyer also sends a cheque to the seller and the seller sends the products after the realisation of the cheque.

(4) If the payment is transferred by the buyer from his account to the seller’s account electronically, then after the payment is received by the seller, he sends the goods to buyer. The credit card or debit card is also used by the card holder for. making payment of purchases. The amount gets immediately transferred to vendor’s bank account. After the successful transfer of funds, goods are delivered by the vendor to buyer. Thus, all the aspects of online transaction are completed with the help of the internet.

7. Attempt the following

Question 1.
What are the advantages and disadvantages of e-business?
Answer:
[A] Advantages of e-business : The advantages of e-business are explained as follows:
(1) Ease of formation : In comparison to the traditional method of business, e-business is very easy to set up. The advent of internet has afforded entrepreneurs the ability to open small businesses with a minimal overhead.

(2) Lower investment requirements : As compared to traditional business, the investment requirements of e-business are very low. This is because for conducting e-business, the entrepreneurs do not need a large store or professional space, e-business can be managed with minimum manpower. If entrepreneurs have good contact (network), they can do extremely good business with less investments.

(3) Convenience : In e-business, seller and buyer get advantages of internet platform. Internet offers the convenience of 24 × 7 × 365 days a year to both buyer and seller. Business can be done any time with great flexibility. Truly speaking, e-business has enabled and enhanced by electronics. It offers benefits of accessing anything, anytime and from anywhere.

(4) Speed : Web facilitates direct communication between the seller and buyer. It helps the customer to direct or point out his needs and expectation. Similarly, using website seller can show the available products, offer discount and do everything 1 possible to sell his products. Thus, much of buying or selling involves exchange of information through internet at the click of mouse.

(5) Global access : Truly speaking, internet is boundaryless. Internet facilitates and allows the seller an access to the national as well as global market. Internet also offers freedom to buyer to select products from any part of world. There is no need of face to face interaction between buyer and seller. All the things are completed by using internet.

(6) Movement towards a paperless society : Use of internet has considerably reduced its dependence on the paperwork. Due to use of internet, recording and referencing of information are very easy and less time consuming.

(7) Government support : In e-business transactions, cost reduction and availability of products at relatively low prices are possible. This is beneficial to society at large. Hence, government always supports or favours e-business by providing favourable environment for establishing e-business. This support facilitates maximum transparency in the business.

(8) Easy payment : The payment in e-business can be done by credit card, debit card, fund transfer, etc. These facilities are available round the clock.

[B] Disadvantages of e-business : The disadvantages of e-business are explained as follows:
(1) Lack of personal touch : Before buying the products most of the customers want to see, handle, touch, inspect or test the products which is not possible in e-business system. Because of this reasons, most of the customers do not look for online purchase of products on the internet.

(2) Delivery time : In e-business, the delivery of products takes considerable time. In traditional business, immediate delivery of products is given to buyer after he buys the products. The considerable time lag discourages the customer to buy products from e-business. Now a days most of the e-business assures one day delivery. This improvement does not solve the issue completely.

(3) Security issues : The scam through online business by many people cannot be denied. It is also easier for hackers to obtain one’s financial details which can be misused for their personal gain. Thus, online business has less security and integrity issues. Because of these reasons the potential buyers are also discouraged to buy anything from e-business.

(4) Government interference : Many a time, the government monitors, interferes and controls the e-business system. This may put a great hurdle on its growth and prosperity.

(5) High risk : In e-business system, transaction risks such as supply of inferior quality of goods, supplied products do not match with the sample shown, high prices, defects in products, cheating, etc. cannot be denied. In case of any fraud, it becomes very difficult to take legal action due to lack of direct contact between the parties.

Question 2.
What are the types of e-buslness? Explain.
Answer:
The types of e-business is shown in the following:
e-business-

1. Business to Business (B2B)
2. Business to Consumer (B2C)
3. Consumer to Business (C2B)
4. Consumer to Consumer (C2C)
5. Business to Administration (B2A)
6. Consumer to Administration (C2A)

The type of e-business are explained as follows:
(1) Business to Business (B2B) : The transactions under B2B include the transactions between one business firm with other business firms. In this type of transactions individual consumers are not involved. In order to get raw materials, catering services, manpower, components of machinery, etc., business firms interact with each other. B2B transactions include supplying ancillary parts/components to manufacturers, providing value added services like catering, providing man power, etc. The business must depend upon one another in order to survive.

(2) Business to Consumer (B2C) : The transactions under B2C include transactions between business firms and consumers. When consumer identifies a need or requirement, he searches for the product or services to fulfil his need. He then selects a vendor, negotiates the price, receives product or services, makes payment and gets service and warranty claims.

The business firms use their website for different range of marketing activities such as sales or product promotion, product information, reviews about the product or service and delivery of the products at doorstep. In order to get more response from the customers, the cost of products and services is kept low through this method and the speed of transaction is faster, e.g. www.flipkart.com, www.yebhi.com, etc.

(3) Consumer to Business (C2B) : Consumer to Business is rapidly growing where the consumer demands or requests a specific service from the business lender. In this transaction, buyers quote their own price for specific product or services. A consumer who is in need of product or services posts his request with a specific budget. The companies interested in providing services or products review the customer’s requirement, negotiate price and finalise the deal. Pest control service, doorstep food delivery, taxi services, etc. are the examples of Consumer to Business transaction.

(4) Consumer to Consumer (C2C) : The transactions under Consumer to Consumer are between two people. Using e-business facility on internet, the consumers can buy and sell goods and services to other consumers, through some third party. A common consumer posts the product or services for sale with the price and other details online and other consumers tries to buy them. The sites are performing the role of intermediaries, just to match the consumers.

For buying and selling, internet allows a lot of space for consumers group to be formed. The consumer forums interact with each other for best variety of goods and services. Through such groups redressal of complaints is also possible. One may sell his products through an online retail space operated by eBay or Yahoo! shopping, etc.

(5) Business to Administration (B2A) : The transactions under Business to Administration are between the business and public administration. This part of e-commerce entirely includes all transactions conducted online between firm at one end and public administration on the other end. For instance, registration of companies, filing returns, payment of taxes, getting permits, etc.

(6) Consumer to Administration (C2A) : The transactions under Consumer to Administration are between the Consumer and Public Administration. This part of e-commerce includes entirely all transactions conducted online between consumer at one end and public administration on the other end. For instance, obtaining passport, aadhaar card, licenses, etc.

Question 3.
What are the advantages of outsourcing?
Answer:
Advantages : The advantages of outsourcing are explained as follows:
(1) Overall cost advantages : Outsourcing reduces cost. Outsourcing avoids the need to hire employees in houses. Hence, recruitment and training costs can be eliminated or minimised. It S also saves time and efforts on training the employees. Similarly, cost of outsourcing services is much less than recruiting work force for the company.

(2) Stimulates entrepreneurship, employment and experts : Outsourcing encourages and stimulates entrepreneurship, employment and expertness in the country from where outsourcing is done.

(3) Low manpower cost : In every organisation manpower is required to operate machineries, to do routine work, to perform jobs, to administer and manage business affairs. Recruitment and appointment of personnel on permanent basis are costly. Manpower through outsourcing is available at a lower cost. Outsourcing is beneficial in some portions of business process.

(4) Access to professional, expert and high quality services : Usually the non-core areas or tasks are given to the people who are expert, specialised and skilled in that particular field. These people provide better level of services. They commit less errors and avoid wastage and misuse.

(5) Emphasis on core process rather than the supporting ones : Outsourcing supporting the business processes, facilitates the organisation to concentration on its core (more important) areas to improve the quality of its products and services. This in turn leads to better profits and increase output and turnover.

(6) Investment requirements are reduced : By outsourcing the non-core areas, the organisation can easily save on investing in the latest technology. These organisation allow the outsourcing partners to handle the entire infrastructure. Thus, the organisation itself is required to manage only remaining portion of business process. Hence, investment requirements of the organisation are very less.

(7) Increased efficiency and productivity : Many a time tasks are outsourced to the vendors who are specialised in their fields. Outsourced vendors have deep knowledge, experience, specific equipment and technical expertise. They give performance or do assigned task much better than the ones at the outsourcing organisation. As a result the tasks can be completed faster, with greater efficiency and with better quality output.

(8) Knowledge sharing : Most of the times tasks are outsourced to the vendors who are specialised and expert in their fields. While working together outsourced partners (vendors) share their knowledge, experience, technical expertise, etc. with the employees of the organisation. This is one of the prime advantages of outsourcing. Organisation also uses and shares particular kind of service. Thus, outsourcing helps to develop both the companies and also boosts goodwill in the industry.

Question 4.
What are the disadvantages of outsourcing ?
Answer:
Disadvantages of outsourcing : The disadvantages of outsourcing are explained as follows:
(1) Lack of customer focus : An outsourced vendor may be catering to the expertise needs of several companies at a time. In such cases, the vendors may lack complete focus on outsourcing company’s needs or tasks. As a result, the quality of the outsourced service may not be up to the mark.

(2) A threat to security and confidentiality : When an organisation outsources some portions of business process, it involves a risk of exposing its confidential information to a third party. Similarly, there is danger of the misuse of company’s confidential information by the contractors. So outsourcing involves security issues.
(3) Dissatisfactory services : In case the organisation does not select right partner for outsourcing, it has to face several problems such as substandard quality output, delayed delivery, inappropriate categorisation of responsibilities, etc. It has to compromise on the quality of outsourcing.

(4) Ethical issues : In some cases, the company outsourcing its non-core areas, ignores ethical issues related to outsourcing. When the functions of the organisation are outsourced to a company from another country, the employment opportunities from one’s own country get reduced, which in turn aggravates the unemployment problem.

(5) Other disadvantages :

1. Misunderstanding of contracts ultimately creates many problems for the organisations.
2. Lack of effective communication also creates many problems to the organisations outsourcing their functions.
3. Some times the quality of the outsourced service is not up to the mark, poor and delayed services. In such cases company has to suffer heavy loss on account of wastage.

8. Answer the following

Question 1.
Explain the steps involved in online transaction.
Answer:
In online transaction there are three stages, viz. pre-purchase/sale, actual purchase/ sale and delivery stage. Online transaction involves the following steps:
(1) Registration : Registration is compulsory for online transactions. One who wants to do online shopping is required to register his name with online vendor by filling up a registration form. The consumer is required to login a particular website. The customer’s details such as email ID, name, address and other information are saved and are safe with the website along with a ‘Password’ relating to the registered ‘account’ and ‘Shopping cart’. To avoid misuse by anyone ‘Account’ and ‘Shopping Cart’ are password protected.

(2) Placing an order : The online shopper can select, pick up and drop the items or things in the shopping cart. The shopping cart keeps the systematic and detail record of what items or things have been picked up, quantity to be bought, the price of each product while browsing the online store. After confirmation, the customer or shopper has to choose a payment option.

(3) Payment : Making payment is the last step in online transaction. The buyer is required to select the payment option. The payment systems in online transactions are secured with very high level encryption. Because of these arrangements, the personal financial information gets completely secured. Payment can be made in one of the following ways:
(i) Cash on Delivery (COD) : According to Cash on Delivery mode of payment, after receiving physical delivery of goods, payments is effected at the doorstep of the customer. The customer can make payment in cash or through debit or credit card.

(ii) Cheque : Under this mode of payment, the S vendor collects the cheque from the customer and j after realisation of the cheque, delivery of the goods is given to the buyer.

(iii) Net banking transfer : Under this mode, the payment is made by buyer to vendor by transfer of funds through the internet. The buyer transfers the agreed purchase amount to the online vendor’s account. It is an electronic facility i of transferring funds though the internet. After receiving the amount, the vendor delivers the goods to the buyer.

(iv) Credit or Debit Cards : Credit card and Debit card are also called Plastic Money. The vendor gets the amount from the buyer through credit or debit card. The amount gets immediately transferred to vendor’s bank account. After the successful transfer of funds, goods are delivered by the vendor to buyer.

(v) Digital Cash : Digital cash is a form of electronic currency which has no reed physical properties. However, digital cash offers the ability to use real currency in an electronic format.

Question 2.
What is Outsourcing? Explain the advantages and disadvantages of outsourcing.
Answer:
[A] Meaning : Outsourcing is a process of allocation of specific business processes or functions to a specialist external service provider or agency for certain monetary consideration. In outsourcing, the service provider or contractor enters into an agreement or formal contract with the company or the firm for providing services against certain monetary charges. After this the service provider, will take the responsibility of carrying out the tasks as per the expectation of the company.

[B] Advantages : The advantages of outsourcing are explained as follows:
(1) Overall cost advantages : Outsourcing reduces cost. Outsourcing avoids the need to hire employees in houses. Hence, recruitment and training costs can be eliminated or minimised. It is also saves time and efforts on training the employees. Similarly, cost of outsourcing services is much less than recruiting work force for the company.

(2) Stimulates entrepreneurship, employment and experts : Outsourcing encourages and stimulates entrepreneurship, employment and expertness in the country from where outsourcing is done.

(3) Low manpower cost : In every organisation manpower is required to operate machineries, to do routine work, to perform jobs, to administer and manage business affairs. Recruitment and appointment of personnel on permanent basis are costly. Manpower through outsourcing is available at a lower cost. Outsourcing is beneficial in some portions of business process.

(4) Access to professional, expert and high quality services : Usually the non-core areas or tasks are given to the people who are expert, specialised and skilled in that particular field. These people provide better level of services. They commit less errors and avoid wastage and misuse.

(5) Emphasis on core process rather than the supporting ones : Outsourcing supporting the business processes, facilitates the organisation to concentration on its core (more important) areas to improve the quality of its products and services. This in turn leads to better profits and increase output and turnover.

(6) Investment requirements are reduced : By outsourcing the non-core areas, the organisation can easily save on investing in the latest technology. These organisation allow the outsourcing partners to handle the entire infrastructure. Thus, the organisation itself is required to manage only remaining portion of business process. Hence, investment requirements of the organisation are very less.

(7) Increased efficiency and productivity : Many a time tasks are outsourced to the vendors who are specialised in their fields. Outsourced vendors have deep knowledge, experience, specific equipment and technical expertise. They give performance or do assigned task much better than the ones at the outsourcing organisation. As a result the tasks can be completed faster, with greater efficiency and with better quality output.

(8) Knowledge sharing : Most of the times tasks are outsourced to the vendors who are specialised and expert in their fields. While working together outsourced partners (vendors) share their knowledge, experience, technical expertise, etc. with the employees of the organisation. This is one of the prime advantages of outsourcing. Organisation also uses and shares particular kind of service. Thus, outsourcing helps to develop both the companies and also boosts goodwill in the industry.

[C] Disadvantages of outsourcing : The disadvantages of outsourcing are explained as follows:
(1) Lack of customer focus : An outsourced vendor may be catering to the expertise needs of several companies at a time. In such cases, the vendors may lack complete focus on outsourcing company’s needs or tasks. As a result, the quality of the outsourced service may not be up to the mark.

(2) A threat to security and confidentiality : When an organisation outsources some portions of business process, it involves a risk of exposing its confidential information to a third party. Similarly, there is danger of the misuse of company’s confidential information by the contractors. So outsourcing involves security issues.
(3) Dissatisfactory services : In case the organisation does not select right partner for outsourcing, it has to face several problems such as substandard quality output, delayed delivery, inappropriate categorisation of responsibilities, etc. It has to compromise on the quality of outsourcing.

(4) Ethical issues : In some cases, the company outsourcing its non-core areas, ignores ethical issues related to outsourcing. When the functions of the organisation are outsourced to a company from another country, the employment opportunities from one’s own country get reduced, which in turn aggravates the unemployment problem.

(5) Other disadvantages :

1. Misunderstanding of contracts ultimately creates many problems for the organisations.
2. Lack of effective communication also creates many problems to the organisations outsourcing their functions.
3. Some times the quality of the outsourced service is not up to the mark, poor and delayed services. In such cases company has to suffer heavy loss on account of wastage.

Balbharti Maharashtra State Board Organisation of Commerce and Management 12th Textbook Solutions Chapter 4 Business Services Textbook Exercise Questions and Answers.

Maharashtra State Board 12th Organisation of Commerce and Management Solutions Chapter 4 Business Services

1. (A) Select the correct option and rewrite the sentence.

Question 1.
Door to door service is provided by …………….. transport.
(a) railway
(b) road
(c) air
Answer:
(b) road

Question 2.
…………….. creates time utility.
(a) Warehouse
(b) Transport
(c) Communication
Answer:
(a) Warehouse

Question 3.
…………….. warehouses provide facilities for perishable commodities.
(a) Bonded
(b) Cold storage
(c) Government
Answer:
(b) Cold storage

Question 4.
……………. policy covers all types of risks of a vessel while it is anchored at the port for a particular period of time.
(a) Port risk
(b) Voyage
(c) Floating
Answer:
(a) Port risk

Question 5.
Principle of …………….. is not applicable to life insurance.
(a) insurable interest
(b) utmost good faith
(c) indemnity
Answer:
(c) indemnity

1. (B) Match the pairs.

Question 1.

Group A	Group B
(A) Air Transport	(1) Time utility
(B) Warehousing	(2) Intangible in nature
(C) Money remittance	(3) Fastest mode of transport
(D)  Pipeline Transport	(4) April,2019
(E) Business Service	(5) Western Union Money Transfer
	(6) Fixed deposit account
	(7) Petroleum and gas
	(8) Tangible
	(9) Place utility
	(10)  Savings account

Answer:

Group A	Group B
(A) Air Transport	(3) Fastest mode of transport
(B) Warehousing	(1) Time utility
(C) Money remittance	(5) Western Union Money Transfer
(D)  Pipeline Transport	(7) Petroleum and gas
(E) Business Service	(2) Intangible in nature

1. (C) Give one word/phrase/term for the following sentence.

Question 1.
These warehouses are owned, managed and controlled by central and state governments or public authorities.
Answer:
government warehouse

Question 2.
An art of exchanging ideas, facts, information etc. from one person or entity to another.
Answer:
Communication

Question 3.
A rail system in which the track consists of a single rail or a beam.
Answer:
monorail

Question 4.
A transport system used to carry petroleum and gases.
Answer:
pipeline transport

Question 5.
A ministry who looks after development of surface transport throughout country.
Answer:
Ministry of Road Transport and Highways

1. (D) State whether following statements are true or false.

Question 1.
Business services are important for the growth of business.
Answer:
True

Question 2.
Current Account is opened by salaried persons.
Answer:
False

Question 3.
NEFT stands for National Electric Fund Transfer.
Answer:
False

Question 4.
Air transport is cheapest mode of transport.
Answer:
False

Question 5.
The Internet is the global system of interconnected computer networks that use the internet protocol suite to link devices worldwide.
Answer:
True

1. (E) Find the odd one.

Question 1.
Primary credit co-operative society, state co-operative bank, district co-operative bank, exchange bank.
Answer:
exchange bank

Question 2.
NABARD, RBI, SIDBI, EXIM.
Answer:
RBI

Question 3.
Direct mail, Logistics post, Business post, Parcel
Answer:
Parcel

Question 4.
Endowment policy, Whole life policy, Money back policy, Blanket policy.
Answer:
Blanket policy.

1. (F) Complete the sentence.

Question 1.
The term bank comes from the French word …………….. .
Answer:
Banco

Question 2.
…………….. warehouses provide facilities for perishable commodities
Answer:
Cold storage

Question 3.
In ……………… policy, several ships belonging to one owner are insured under the same policy.
Answer:
fleet

Question 4.
…………….. banking refers to the use of banking services with the help of mobile phones.
Answer:
Mobile

1. (G) Select the correct option and complete the following table.

(RTGS, SIDBI, apex financial institution in banking industry of country, recurring deposit, long term loans)

	Group A	Group B
A.	……………	fund transfer on real time and gross basis
B.	loans to meet long term capital requirements	……………
C.	……………	Account  operated  by  salaried  and businessmen both.
D.	Central bank	……………
E.	……………	Principal financial institution for MSMEs

Answer:

	Group A	Group B
A.	RTGS	fund transfer on real time and gross basis
B.	loans to meet long term capital requirements	long term loans
C.	Recurring Deposit	Account  operated  by  salaried  and businessmen both.
D.	Central bank	apex financial institution in banking industry of country
E.	SIDBI	Principal financial institution for MSMEs

1. (H) Answer in one sentence

Question 1.
What is debit card?
Answer:
A debit card is a card which is used by the cardholders to make purchases and avail of services at different places without making cash payment but payment is deducted from or debited to the account of the debit cardholders immediately.

Question 2.
What is ‘subject matter’ In insurance?
Answer:
‘Subject matter’ In Insurance refers to life, property, cargo or ship, etc. which is Insured against whose insurance policy Is taken.

Question 3.
What is government warehouse?
Answer:
The warehouses which are owned. managed and controlled by the Central and State Governments or public authorities to assist small farmers, businessmen, traders in storing goods at nominal charges are called government Warehouses.

Question 4.
What is air transport?
Answer:
The mode of transport which is operated above the surface of the earth and carries goods and passengers through airways by using different aircrafts Is called air transport.

Question 5.
What is communication?
Answer:
The term ‘communication’ means any exchange of Ideas, facts, information, messages. feelings and emotions among two or more persons in a way that they share common understanding about it.

1. (I) Correct the underlined word and rewrite the following sentences.

Question 1.
Overdraft facility is available for savings bank account holder.
Answer:
Current

Question 2.
Services are tangible in nature.
Answer:
Intangible

Question 3.
Insurance helps to maximize the risks in the business.
Answer:
Minimise

Question 4.
The foreign bank is the apex financial institution in banking industry in the country.
Answer:
Centrals

Question 5.
RTGS stands for Reasonable Time Gross Settlement.
Answer:
real

1. (J) Arrange in proper order.

Question 1.
Claim, Accident, Taking the policy, Compensation.
Answer:
Taking the policy, Accident, Claim, Compensation

Question 2.
Email, Inland letter, Courier
Answer:
Inland letter, Courier, E-mail

2. Explain the following terms/concepts.

Question 1.
Transport
Answer:
(1) Service or facility which creates physical movement of men, materials, goods. animals. etc. from one place (location) to another is called transport. Transportation can be defined as a means of carrying or transferring goods. people, animals, material. etc. from one place to another.

(2) Usually transportation is carried through various modes like land transport (i.e Railways and Roadways), water transport and air transport. It brings mobility both to human resources and physical resources. Transport plays key role in nations economy and economic development. After 1991, in India. development of infrastructure within the country has made progress at rapid rate and today there are different modes of transport operated in India. Transport helps in production. expands market, create place utility in goods and services, brings stability to prices, creates employment opportunities, improves standard of living of the people, provides help during emergency and facilitates economic development.

Question 2.
Communication
Answer:
(1) The term ‘communication’ means any interchange of ideas, messages, facts, information, feelings and emotions among two or more persons In a way that they share common understanding about it. It Is a process of giving away or passing on any information by any person to some other person with the help of some medium. Thus, receiver after receiving the message understands it in the desired form and acts accordingly.

(2) Means of communication consist of magazines, newspaper, post and telegraphs. telephone. Internet, e-mail, television, etc. Communication facilitates transmit business Information more quickly among the businessmen. The difficulty of distance is effectively solved by various means of communication. Effective communication facilitates the development and growth of domestic and international markets which bring prosperity to the country.

Question 3.
Banking
Answer:
(1) The term ‘Bank’ Is derived from the French word ‘Banco’ which means a ‘bench’. In olden days, moneylenders used to display coins and currencies on the tables or benches for the purpose of lending or exchanging. An organisation which is dealing with money is called bank. An institution offering certain financial services such as the safe keeping of money and lending money to needy people is called Bank.

(2) According to the Indian Banking Regulation Act, 1949, bankIng company means “any company which transacts the business of banking in India.” The word banking has defined further as “acceptingfor the purpose of lending or investment of deposits of money from the public repayable on demand or otherwise and withdrawable by cheques. drafts, order or otherwise.” Bank accepts deposits repayable on demand by cheques or drafts and lends or invests the surplus money as a part of normal business. It makes a profit by accepting deposits at a lower rate of Interest and lending money at a higher rate of Interest.

Question 4.
Insurance
Answer:
(1) Business involves various risks like accident, fire, theft, flood, cyclone, etc. It is very difficult for a trader to bear risks of loss. Similarly, human life is subject to various risks such as death by accident, premature death, etc. The specialised agency called insurance company has emerged to provide financial protection against the possible loss due to the happening of such events. Insurance company gives financial protection by charging certain amount as a premium. It. is a risk management, primarily meant to hedge or for compensating against the risk of a contingent or uncertain loss.

(2) Insurance is a contract between two parties whereby one of them (the insurer) agrees in return for a premium to indemnify the other (the insured) against a monetary loss that may be suffered by the other on the happening of some specified event. According to Insurance Act of 1938, “Insurance Is defined as, “A provision which a prudent man makes against inevitable contingencies”.

Question 5.
Warehousing
Answer:
(1) Warehousing means storing of goods in a godown to hold them in stock from the time of production or purchase till the time of their sale. It is generally used to denote all those activities which are concerned with the storage of goods in a godown or warehouse. One of the marketing processes or a group activity is to hold the goods in stock from the time of production till the time of consumption. When storage of goods is required to be arranged on a large scale In a specified manner, it is called warchousing’. Warehouse means a building in which especially retail goods are stored.

(2) Warehousing is defined as “an establishment for the storage of or accumulation of goocis.’ Warehousing gives protection to goods and helps businessmen to raise finance. It facilitates and provides space for grading. branding and processing. It creates time utility and help in price stabilisation of goods. Thus, warehousing implies a group of activities connected with the storing and preserving of stored goods from the time of their production or purchase till the Urne of their sale or consumption.

3. Study the following case/situation and express your opinion.

Question 1.
Ms. Harshali has started new business two years ago. Her customers are located in different parts of the country and hence they are directly depositing bill amount in her business account. At the same time she used to pay various payments from this account only.

(i) Identify Type of account maintained by Ms. Harshali.
(ii) Suggest any one modern way of money transfer to Ms.Harshali.
(iii) State any one facility she gets on her bank account?
Answer:
(i) Ms. Harshali is a businesswoman and hence she has maintained current account to suit the needs of her business.

(ii) NEFT which stands for National Electronic Funds Transfer is the one of the modern ways of transferring fund (money) from one branch to another branch or from one bank to another bank safely can be suggested to Ms. Harshall to transfer money.

(iii) Ms. Harshali gets overdraft facility on her current account.

Question 2.
Mr. Jagan is a salaried person. He wants to take policy for his two children which assures them protection as well as completes their financial needs once they become major by age.

(i) Suggest him a policy which can satisfy requirements of his children.
(ii) Who are beneficiaries of policy?
(iii) In above case which principle is involved?
Answer:
(i) Mr. Jagan. a salaried person should take “Child Insurance Policy” to satisfy the financial requirements of his children.
(ii) In child insurance policy, children of the insured person are the beneficiaries.
(iii) In the above case, principle of Insurable interest is involved.

Question 3.
Mr. Sharan is successful manufacturer. He is having production units at various locations. He is having multiple production units, he has large stock of raw material and finished goods. He is worried about safeguarding goods from any unwanted financial loss. He also requires to transfer raw material and finished goods from one unit to other but does not have any facility for that. He also requires funds for expansion.

(i) Name the service which will help him to safeguard goods from any damage?
(ii) Which service will help him to remove difficulty of place?
(iii) From which service sector will he get financial support?
Answer:
(i) Warehousing’ is the service that helps Mr. Sharan to safeguard his goods from any damage.
(ii) Transport service will help Mr. Sharan to remove the difficulty of place.
(iii) Mr. Sharan will get financial support from Banking sector.

Question 4.
Mr. Amit is a businessman. He has his own factories in Pune and Nashik. He lives in Pune with his wife and 2 daughters aged 5 and 8 years.

(i) Can Mr. Amit take a life insurance policy for his wife and 2 children?
(ii) Can Mr. Amit take a marine insurance policy for his factories?
(iii) Which type of insurance should Mr. Amit take for protecting his factories from loss due to fire?
Answer:
(i) Mr. Amit can take whole life policy or term insurance policy for his wife and child insurance policy or money back policy for his daughters.
(ii) Mr. Amit cannot take marine insurance policy for his factories.
(iii) Mr. Amit can take Floating Fire Insurance Policy for protecting his factories at Pune and Nashik.

4. Distinguish between.

Question 1.
Duty Paid Warehouse and Bonded Warehouse
Answer:

	Duty Paid Warehouse	Bonded Warehouse
1. Meaning	Duty-paid warehouse is a warehouse which stocks on which duty is already paid.	Bonded warehouse is the warehouse which stocks goods the goods on which duty is yet to be paid.
2. Location	These warehouses are situated near dock area or port.	These warehouses are situated within the dock area.
3. Markets	Goods stored in duty-paid warehouses are meant mostly for the domestic markets.	Goods stored in bonded warehouses are meant mostly for re-export.
4. Supervision	These warehouses are free from the supervision of customs authority. However, they are controlled by port authority	These warehouses are under the close supervision of customs authority.
5. Delivery	Delivery of goods is given only after the payment of rent and service charges of the warehouse.	Goods are held in bond and its delivery is given only after the payment of import duty.
6. Ownership	This warehouse is owned and managed by the dock (public) authorities.	This warehouse is owned by the dock or private authorities.

Question 2.
Central Bank and Commercial Bank
Answer:

	Central Bank	Commercial Bank
1. Meaning	The central bank regulates money supply in the country by exercising control over the commercial banks.	A commercial bank accepts deposits from the public, grant loans to businessmen and public.
2. PrInting and Currency	The central bank is authorised to print currency notes.	The commercial bank is not authorlsed to print currency notes.
3. Acceptance of deposits	The central bank does not accept deposit from the public.	The commercial bank accepts deposit from general public.
4. Loans	The central bank provides loans and advances to banks and other financial institutions.	The commercial bank grants loans and advances to businessmen, industry and people.
5. Ownership	The central bank is owned and controlled by the Central government of the concerned country.	The commercial banks can be owned and controlled by the government as well as private sector organisations.
6. Number	There can be only one central bank for the whole country.	There is a large network of different commercial banks in the country.

Question 3.
Road Transport and Air Transport
Answer:

	Road Transport	Air Transport
1. Speed	Road Transport vehicles have limited speed particularly over long distances due to rough roads, hilly areas, traffic jams, observation of signaling system, road accidents, etc.	Air transport has very high speed. It is fastest mode of transport. It is due to aerial route, no signaling system to observe, straight route, no disturbance in speed, etc.
2. Suitability	It is suitable for short distances and for carrying perishable goods such as fruits, fish, vegetables, foodgrains and other consumer goods.	Air transport is suitable to carry light, perishable and valuable goods to any part of the world.
3. Door-to-door service	It provides door-to-door service. It reaches the goods at the doorsteps of the buyer.	It cannot provide door to door services. It carries goods and passengers from one airport to other air port.
4. Cost	It requires limited capital investment for construction of roads and their maintenance.	It requires relatively huge capital investment in terms of construction of airport, aircraft, runways, air control towers and their maintenance.
5. Means of transport	Road transport uses bullock carts, cycles, motor- cycles, autorickshaws, cars, tempos, trucks, buses, etc.	Air transport uses aircraft, cargo planes, jets, helicopters, etc.
6. Accidents	Chances of accidents are more due to poor road conditions and negligent drivers.	Changes of accident are very less because maintenance and appointment of expert and trained pilots.

Question 4.
Life Insurance and Marine Insurance
Answer:

	Life Insurance	Marine Insurance
1. Meaning	Life insurance is a contract whereby the insurance company in consideration of a premium, undertakes to pay a certain sum of money either on death of assured person or on maturity of policy whichever is earlier.	Marine insurance is a contract of indemnity against loss or damage to cargo (goods) or ships arising due to perils of sea.
2. Who takes it?	Life insurance policy is usually taken by an individual for his own life or for the benefit of his family members.	Marine insurance policy is taken by importers, exporters and shipping companies.
3. Subject-matter	In life insurance, the life of the insured person is a subject-matter.	In marine insurance, goods lying in the ship, cargo and freight are the subject-matter.
4. Period	Life insurance is usually a long term contract, usually more than ten years or even death.	Marine insurance is usually for a short period which may range from one month to a year.
5. Principle of Indemnity	The principle of indemnity is not applicable to life insurance contract because life of human being cannot be valued in terms of money for calculating actual loss.	The principle of indemnity is applicable to marine insurance as insurance company indemnifies the financial loss to bring back insured in the same financial condition that he was before the event.
6. Insurable Interest	In life insurance contract, insurable interest must exist at the time of contract.	The insurable interest must exist at the time of the contract and also at the time of happening of the event.

Question 5.
Savings Account and Current Account
Answer:

	Savings Account	Current Account
1. Meaning	A savings account is a type of bank account meant for any individual for safe keeping of his money and for making savings.	A current account is a type of bank account meant for a businessman or a firm or commercial organisations for facilitating regular trading operations.
2. Facilities	The facilities of overdraft and cash credit Eire not given to the saving accountholders.	Overdraft and cash credit facilities are given to the current accountholders only.
3. Suitability	Saving account is suitable for regular income earners and salaried or wage earners.	Current account is suitable for traders, businessmen, commercial organisations and institutions.
4. Restrictions on withdrawal	There are certain restrictions on the number of withdrawals and the amount to be withdrawn at a time.	There are no restrictions on withdrawal of money from this account as long as there is balance in the account.
5. Interest	Interest at low rate is credited monthly, quarterly, half-yearly and yearly basis in this account.	No interest is paid in this account.
6. Documents	The documents like passbook, balance on SMS, account statement, etc. are provide in this account.	Banks provide monthly statement of account every month in this account.

Question 6.
Life Insurance and Fire Insurance
Answer:

	Life Insurance	Fire Insurance
1. Meaning	Life insurance is a contract whereby the insurance company in consideration of a premium, undertakes to pay a certain sum of money either on death of assured person or on maturity of policy whichever is earlier.	Fire insurance is a contract of indemnity against loss or damage to goods or property arising from fire or related events.
2. Who takes it?	Life insurance policy is usually taken by an individual for his own life or for the benefit of his family members.	Fire insurance policy is taken by individuals, property owners or businessmen for their goods and business properties.
3. Subject-matter	In life insurance, the life of the insured person is a subject-matter.	In fire insurance, the property, assets or goods of the insured is the subject-matter.
4. Period	Life insurance is usually a long term contract, usually more than ten years or even death.	Fire insurance contract is generally for one year or even for a lesser period.
5. Principle of indemnity	The principle of indemnity is not applicable to life insurance contract because life of human being cannot be valued in terms of money for calculating actual loss.	The principle of indemnity is applicable to fire insurance contract because the amount of loss of property can be calculated easily. The-amount of loss or the policy amount whichever is less is paid to the insured.
6. Insurable interest	In life insurance contract, insurable interest must exist at the time of contract.	In fire insurance contract, insurable interest must exist both at the time of taking policy and also at the time of event.

Question 7.
Road Transport and Rail Transport
Answer:

	Road Transport	Rail Transport
1. Meaning	Road Transport vehicles have limited speed particularly over long distances due to rough roads, hilly areas, traffic jams, observation of signaling system, road accidents, etc.	Rail transport operates at a high speed due to mechanical devices, straight railway tracks and absence of obstructions on the railway tracks.
2. Suitability	It is suitable for short distances and for carrying perishable goods such as fruits, fish, vegetables, foodgrains and other consumer goods.	It is suitable for carrying heavy and bulky goods such as machinery, cotton, coal, etc. for long distances.
3. Door to Door services	It provides door-to-door services. It reaches the goods at the doorsteps of the buyer.	It cannot provide door-to-door services. It carries goods and passengers from one railway station to another.
4. Carrying Capacity	It has limited carrying capacity.	It has large carrying capacity.
5. Cost of construction and maintenance	It requires relatively less capital investment in terms of construction of roads and their maintenance.	The cost of construction and maintenance of trains, railway tracks and stations is very high.
6. Transport charges	Transport charges are not fixed but they are usually high due to increase in fuel charges.	Transport charges are fixed according to the distance and they are relatively low.

Question 8.
Rail Transport and Air Transport
Answer:

	Rail Transport	Air Transport
1. Speed	Railway transport has comparatively low speed.	Air transport has very high speed. It is the fastest mode of transport.
2. Carrying capacity	Its carrying capacity is very high.	Its carrying capacity is comparatively limited.
3. Suitability	It is more suitable to carry bulky and heavy goods over long distance.	It is suitable to carry light, perishable and valuable goods to any part of the world.
4. Transport charges	Transport charges are relatively low.	Transport charges are very high.
5. Ownership	It is owned only by public sector i.e. the government.	It is owned by both public sector as well as private sector.
6. Means of transport	It uses passenger trains and goods trains.	It uses aircraft, jets, cargo planes, helicopters, etc.

Question 9.
Current Account and Fixed Deposit Account
Answer:

	Current Account	Fixed Deposit Account
1. Meaning	A Current Account is a type of bank account under which there are no restrictions on depositing and withdrawing money.	A Fixed Deposit Account is a type of bank account under which fixed amount is deposited for a fixed period of time.
2. Withdrawals	There are no restrictions on withdrawal of money from this account as long as there is balance in the account.	No withdrawal is permitted before the date of maturity. However, a certain amount by way of loan can be granted against the FDR.
3. Facilities	Overdraft and cash credit facilities are given to the current account holders only.	Overdraft and Cash credit facilities are not given to the fixed deposit account holders.
4. Rate of interest	Generally no interest is paid on the balance standing in this account.	Banks offer higher rates of interest. Longer the period, higher will be the rate of interest and vice versa.
5. Duration	This account has no fixed duration. It may run as long as the accountholder desires.	This account is run for a fixed period after which the amount is repaid along with interest thereon.
6. Receipt	Bank provide statement of account at the end of every month to the current accountholders.	A Fixed Deposit Receipt (FDR) is issued by the bank to the accountholder.

5. Answer in brief.

Question 1.
State four types of deposits.
Answer:
The different types of deposits are explained below:
(1) Fixed Deposits : Fixed deposit is a type bank account in which certain fixed amount is deposited and kept in the bank for certain fixed period of time bearing fixed interest rate. The rate of interest paid on fixed deposit is higher than the rate of interest paid on other types of deposits. This rate of interest varies with the deposit period. Interest may also be paid periodically or annually. On Premature withdrawal of deposit before maturity date lower rate of interest is given. The deposit holder gets Fixed Deposit Receipt (FDR) issued by the bank. Loan can be obtained against this FDR.

(2) Recurring deposit : Recurring deposit is an account where depositor is required to deposit certain fixed amount at regular interval say monthly for certain fixed period. On the date of maturity, depositor gets the total amount deposited and interest accrued on such deposit amount. Rate of interest paid is higher and varies according to period of time. The depositor is given pass j book to record the entries of deposits, ft is taken by salaried people and businessmen who have regular income.

(3) Demand deposit: The demand deposit is one in which deposited amount is repaid to the accountholder as and when demanded. The amount of money can be withdrawn by the accountholder from the bank by using withdrawal slips, cheques, ATM cards, online transfer, etc.

(4) Savings deposit : A bank account designed for the personal savings is called savings account. The main aim of this deposit account is to inculcate the regular habit of savings among the common people. This account is suitable for those people who have fixed and regular income like salaries, wages, etc. Although there is no restriction on the depositing of money but frequent withdrawals are not permitted by the bank. Interest on balance amount is credited in this account quarterly or half yearly. Pass book, cheque book, balance on SMS, account statement, etc. are provided to the accountholders to know the position of account.

Some banks provide to their accountholders flexi deposit facility which combines the advantages of savings account and fixed deposit account. In case of multiple option deposit account, the excess amount above certain predetermined limit gets automatically transferred from Savings Account to fixed deposit account. Under this type of account, if adequate fund is not available in savings account to honour the cheques, then the funds get transferred automatically from fixed deposit account to savings deposit account.

Question 2.
State four modes of transport.
Answer:
The four modes of transport are explained as follows:
(1) Road transport : Road transport is the oldest mode of transport. It means and includes various means of transport which move on the surface of the earth without the use of railway tracks. Roads are the means which connect people and places on the surface of the land. It provides connectivity on any terrain (land) in comparison to other modes of transport. The different types of vehicles plying on the road include bullock carts, cycles, motor-cycles, autorickshaws, cars, tempos, trucks, buses, etc. They are called means of road transport.

(2) Rail transport : The mode of transport which moves on the surface of the earth with the help of parallel railway tracks is called rail transport. In other words, transportation of goods and passengers over long distances on rail lines through trains is called rail transport. It is an important land transport system of our country. The services of railways are provided by Ministry of Railways. Indian Railways operate different types of trains such as passenger trains, mails, express and cargo or goods trains. Some popular trains run by Indian Railways are Rajdhani Express, Duronto Express, Shatabdi Express, Intercity Express, Vande Bharat Express, holiday special trains, etc. Some luxury trains like Palace on Wheels, Deccan Odyssey, Ramayana Express, Maharaja Express, etc. are run to promote domestic tourism business.

(3) Air transport: The mode of transport which is operated above the surface of the earth i.e., in the sky through airways is called air transport. It has recent origin. Air transport uses different air crafts such as passenger air crafts, cargo aircraft, helicopters, etc. to carry the goods and passengers through airways at distant places. As compared to other modes of transport, air transport has fastest speed. It does not provide door to door services. Air transport is convenient mode in hilly or mountainous areas where other modes of transport cannot reach. It is also suitable mode of transport in emergency situations like war, natural calamities, etc. Air transport is classified into domestic and international air transport. The different national and international private and public sector airways companies are giving services.

(4) Water transport: The mode of transport which is carried out on the surface of water is called water transport. It represents transport facilities in water. It is the cheapest mode of transport. Water transport carries passengers and goods to different places on water ways by using various means like boats, steamers, launches, ships, etc. Water transport can be sub-divided into two categories viz. inland water transport which carries goods and passengers within the country and ocean transport which carries goods and passengers on ocean, sea route. In India, the Ministry of Shipping takes care of development of ocean transport.

Question 3.
State four life insurance policies.
Answer:
The different types of life insurance policies are explained as follows:
(1) Whole Life Policy : Under this policy, whole life of a person is insured and that he is required to pay premium up to his death. The policy holder (assured) cannot get any benefits i.e. money from insurance policy till he is alive. After his death, the amount of the policy is paid to his nominee or to the legal heir. Such a policy is meant for making a provision for the dependents of the assured. The rate of premium is usually low.

(2) Endowment Insurance Policy : An endowment insurance policy is for a specific period and the amount of such a policy along with bonus is paid after the maturity to the assured himself or on the death of the assured to the nominee or his dependents whichever is earlier.

(3) Term Insurance Policy : This type of policy is issued for a specific period. Premium is very low, fixed and remains unchanged during the term of the policy. In case of untimely death of assured, the nominee or dependents are paid the benefit amount mentioned in the insurance policy.

(4) Annuity Policy : Under this policy, insured has to pay the premium in lump sum or in instalments over certain number of years. After that, a certain amount is paid to the assured ; regularly on monthly basis for fix period or up to his death. It is similar to pension payment scheme.

(5) Money back Policy : Under this policy, the policyholder is paid regular or pre-determined percentage of the sum assured after every 10 years or 5 years during life time of policy and also provided the benefit of full sum assured to the nominee or dependents in the event of untimely death of the assured. Usually money back policy is available for 12 years, 15 years, 20 years, 25 years, etc.

Question 4.
State any four features of business services.
Answer:
The features of business services are explained as follows:
(1) Intangibility : Business services are intangible in nature. This is because business services cannot be seen, touched and smelt. They are not physical or material product. For instance, the building of the insurance company can be seen but insurance services offered by such company cannot be seen. People can avail of the benefits of insurance services although they are intangible in nature. On account of intangibility, services cannot be demonstrated as like goods. Hence services providers have to provide quality services to create good impression on the customers.

(2) Inseparability: One of the important features of business service is that the service and service provider cannot be separated from each other. At the time of rendering the services to the customers, the presence of service provider is must, e.g. medical treatment given by doctor to patient. In the case of services, production and its use (consumption) take place simultaneously.

(3) Inconsistency : Business services are heterogeneous i.e. they are not identical or exactly similar in all cases. They may differ from one person to another and from one place to another although service provider remains same. In fact, business services are heterogeneous, e.g. the services of a salesman in a Mall may have good impact on one customer and may not be liked by another customer.

(4) Perishability : Business services are perishable in nature. Hence, they cannot be stocked. The production and consumption (use) of services cannot be separated because services cannot be stored for future consumption. Since business services are intangible and perishable, there can never be inventory of services. Unlike products services cannot be stored for future sale, e.g. vacant seats of a morning bus from Mumbai to Pune cannot be utilised for evening trip of the same bus.

(5) Non-transferability : Business services are non-transferable in nature. The ownership of business services cannot be exchanged. We can exchange the ownership of products but not of services. A lady goes to a beauty parlour and hires services of the beautician by paying the fees. The lady cannot buy the ownership as its ownership remains with the beautician. If she needs such services again, she has to go to the beauty parlour and pay the beautician again for her services.

(6) Consumer participation : The participation of consumer is important for services. The seller or service provider will not be able to provide its services in absence of a consumer and vice versa. So, the presence or participation of both is necessary.

Question 5.
State money remittance services of postal department.
Answer:
Money remittance services : The money remittance services are explained as follows:
(i) Electronic Money Transfer (eMO) : A money order is the most convenient method of remitting money to distant places. It is an order issued by one post office to another to pay a certain amount of money to a person specified therein. The person to whom money is to be paid is called ‘Payee’. Under this service of the post office, money is delivered at the house or the place of stay of the receiver.

(ii) Instant Money Order (iMO) : Instant Money Order (iMO) is an instant web based money transfer service by which minimum Rs 1000 and maximum Rs 50,000 can be transferred to distant places from designated iMO post offices. It is the instant on-line money transfer service which is safe, convenient, reliable and affordable. The money can be sent to close relative residing at distant place in India. It is simple, quick and economical to send and receive money.

(iii) International Money Transfer : International Money Transfer is the most convenient, quick and easy way of transferring personal remittances from foreign country to family members or other beneficiaries in India. Now this service is made available in all post offices in India by Department of Post, Government of India with the help of Western Union Financial Services. The remittances of money are permitted from around 195 countries to India.

6. Justify the following statements.

Question 1.
Air transport is fastest mode of transport.
Answer:
(1) The mode of transport which is operated above the surface of the earth i.e. in the sky through airways is called air transport. For carrying passengers and goods, air transport uses different aircrafts such as passengers aircrafts, cargo aircraft, helicopters, etc.

(2) Among the means of transport available at present, air transport is the fastest and the quickest means of transport. It uses natural ways and no separate construction of routes is required. It is also due to use of modern and advanced technology and highly qualified and professional technicians. Thick forests, high mountains, vast deserts and oceans cannot obstruct its speed and air routes.

(3) Air transport adopt shortest route to reach destination. It has faster speed without any disturbance of observing signal system speed. Air transport is useful to provide valuable services in hilly and mountainous areas, in situations like war and areas affected by natural calamities such as floods, cyclones, earthquakes, etc.

Question 2.
Communication is essential for growth of business.
Answer:
(1) Exchange of ideas, facts, information etc. from one person to another is called communication. It is a process of transfer of information from one place to another or from one person to another with the help of some medium. Means of communication comprise magazines, newspapers, post and telegraphs, radio and television, telephone, internet, e-mail, etc. Communication is essential for growth of business, which include industry, commerce, trade, etc.

(2) The difficulty of distance is effectively solved by various means of communication. Communication helps to transmit business information more quickly among the businessmen. Effective communication facilitates carrying required raw materials and other requirements from the place of their origin or market to the place of their production to facilitate large scale production. The communication also helps to carry finished products from the place of production to the places of consumption as well as market.

(3) Communication helps to make goods and services available wherever they are demanded. It helps to widen the market. Effective communications facilitates the development and growth of domestic and international market and bring prosperity to the country.

(4) Effective communication facilitates the reduction in the cost of production and distribution of goods at low prices which increase their demand and widen market. Increase in demand in turn leads to large scale production and supply. Thus, communication is essential for growth of business.

Question 3.
Principle of subrogation is applicable to all contracts of indemnity.
Answer:
(1) The principle of subrogation is a colliery to the principle of indemnity. According to the principle of subrogation, after the insured is fully compensated for the total loss of the property or goods insured by him, all the rights in such property or goods pass on to the insurer.

(2) Insured person cannot claim any right in the property saved from the damage or loss, once he is fully compensated by the insurer. This is necessary because, if part of the goods or property saved from the fire, accident, damage, floods or cyclone, etc. could fetch any price, the same cannot be retained by the policyholder or insured. In that case he would realise more than the actual loss, which is against the principle of indemnity.

(3) As like the principle of indemnity, the principle of subrogation is applicable to all insurance policies except life insurance policies. In life insurance contracts, the question of indemnity and subrogation does not arise. The insurer cannot indemnify the insured because the loss due to death cannot be determined exactly in terms of money.

(4) In all insurance contracts, except life insurance contract, principle of indemnity and principle of subrogation are applicable. On indemnifying the insured, the insurer can sell the remains of the property damaged and reduce his loss. However, this principle is applicable only if the damaged property has any value after the happening of the event.

Question 4.
Warehousing is important.
Answer:
(1) The term ‘warehousing’ is generally used to denote all those activities which are concerned with the storage of goods in a godown or warehouse. In modern days, these is a time gap between production of goods and their distribution. Warehousing is essential to hold the stock of goods till they have suitable demand.

(2) Agricultural goods such as rice, wheat, sugar, spices, etc. are produced seasonally but consumed throughout the year. It is necessary to store them in large quantity. Some goods may be required to be stored for conditioning, canning or processing, e.g. oil seeds, fish, fruits, etc. Some perishable goods such as eggs, meat, butter, fruits, vegetables, medicines, etc. are preserved in cold storage so that their quality remains as it is.

(3) Warehousing plays an important role in price stabilisation. It helps to protect the goods from theft, deterioration, i.e. future risks. Warehouses nowadays provide facilities like packing, processing, grading, etc. Warehousing is necessary to facilitate dispersion of goods from production centres to different markets.

Question 5.
Cash can be withdrawn from ATM at any time.
Answer:
(1) ATM is the abbreviation of Automated Teller Machine. It is popularly known as All Time Money or Any Time Money. ATM is an electronic cash dispensing machine. It is free standing self service terminal. There is no specific time limit for withdrawals of cash from ATM.

(2) ATM is one of important facilities provided by the bank to its savings accountholder. To avail of this facility, bank installs ATM terminals at the places of public utility such as railway stations, shopping malls, airports, post offices, busy streets, etc.

(3) For withdrawal of cash from ATM, every accountholder is given specific code number. By operating this system, the accountholder can withdraw the cash up to a specific limit or the quantum of amount available in the account whichever is less. ATM also provides other information like cash deposits, withdrawals, balance in the account, etc.

(4) Under this system, the accountholder has cent per cent liquidity of banking funds. ATM avails twenty four hours service. Hence, the accountholder can withdraw cash any time, i.e. even after banking hours, on holidays, Sundays or in the case of emergency by operating ATM. This facility is available in different parts of the country as well as outside the country.

7. Attempt the following.

Question 1.
Explain money remittance services of post department.
Answer:
Money remittance services : The money remittance services are explained as follows:
(i) Electronic Money Transfer (eMO) : A money order is the most convenient method of remitting money to distant places. It is an order issued by one post office to another to pay a certain amount of money to a person specified therein. The person to whom money is to be paid is called ‘Payee’. Under this service of the post office, money is delivered at the house or the place of stay of the receiver.

(ii) Instant Money Order (iMO) : Instant Money Order (iMO) is an instant web based money transfer service by which minimum Rs 1000 and maximum Rs 50,000 can be transferred to distant places from designated iMO post offices. It is the instant on-line money transfer service which is safe, convenient, reliable and affordable. The money can be sent to close relative residing at distant place in India. It is simple, quick and economical to send and receive money.

(iii) International Money Transfer : International Money Transfer is the most convenient, quick and easy way of transferring personal remittances from foreign country to family members or other beneficiaries in India. Now this service is made available in all post offices in India by Department of Post, Government of India with the help of Western Union Financial Services. The remittances of money are permitted from around 195 countries to India.

Question 2.
Explain marine insurance policies.
Answer:
The different types of marine policies are:
(1) Voyage Policy : Under the Voyage Policy, the cargo is insured for a specified voyage, from one port to another, irrespective of the time taken. For instance, the voyage may be from Mumbai to Tokyo. In this type of policy, risk begins as soon as ship starts from Mumbai and ends when it reaches Tokyo.

(2) Time Policy : Under the Time Policy, the subject-matter is insured for a specific period of time. It covers risks of the voyage undertaken during the specified period. Time policy cannot be issued for a period more than 1 year but may contain continuation clause which explains that if voyage is not completed within the specified time, the risk shall be covered until voyage is completed.

(3) Mixed Policy : This policy is the combination of the two policies, viz. time policy and voyage policy. It insures the cargo (i.e. goods loaded on a ship, etc.) on a particular voyage for a specific period of time. For instance, the policy may contain the clause ‘Mumbai to Singapore, for one month starting from 25th February, 2020 to 25th March, 2020’.

(4) Valued Policy : The valued policy is a policy in which the value of the subject-matter is agreed upon between the insurer and the insured at the time of taking out the insurance policy. Agreed amount of policy becomes payable by the insurance company to the insured i.e. policyholder in the event of loss. It facilitates easy settlement of claim, where it is difficult to find out real market value S of the cargo.

(5) Blanket Policy: Under this policy, the maximum limit of the needed amount of protection is estimated and premium is paid in advance. This policy gives information of nature of goods insured, ports and places of voyages, specific route and risks covered. This policy covers multiple 1 risks on one property or it may cover different properties under one policy.

(6) Port Risk Policy : This policy is taken by the shipowner. It undertakes to indemnify the shipowner for any loss that may occur to the ship while it is anchored at a port. This policy is held applicable till the departure of the vessel from the port.

(7) Composite Policy : This policy is purchased from many insurance companies when the amount of insurance is very high. However, the liability of each insurance company to pay the amount of j claim is separate and distinct.

(8) Single vessel policy : The small shipowner having only one ship in different fleets, usually purchases single vessel policy to cover the risk of loss. This policy covers the risk of one vessel of the insured.

(9) Fleet policy and Block policy : The marine policy which insures several ships belonging to one owner is called Fleet Policy. The Block Policy is another marine policy under which the cargo owner is given protection against the loss or damage of cargo in all modes of transport i.e. rail, road and sea.

Question 3.
Explain types of warehouses.
Answer:
The different types of warehouses are:
(1) Private warehouses : The warehouses owned and operated by the big manufacturers and wholesalers for storing their own goods are called private warehouses. Big companies which need large storage capacity on a regular basis, can afford to construct and maintain their own warehouses. Many public sector organisations also have their own private warehouses, e.g. the Food Corporation of India (FCI) has constructed warehouses in different parts of the country for its own use. Usually these warehouses are constructed near to ones business factory or industry for convenience. They have network of warehouses in different parts of the country.

(2) Public warehouses : Warehouses which are established to provide storage facilities to the general public, small manufacturers and traders on rental basis are called public warehouses. These warehouses are owned and managed by an individual or co-operative societies. These warehouses are located near railway junctions, highways, waterways, airport, seaport, etc. They are well guarded and specially designed to protect goods from several types of risks. These warehouses have to obtain licence from the government. They provide warehousing facilities at low cost. Many marketing facilities such as standardisation, grading, labelling, packing, branding, etc. are provided in these warehouses.

(3) Bonded warehouses : Warehouses which are licensed by the government to accept and store imported goods till the customs duties are not paid on such goods are called bonded warehouses. These warehouses are managed and controlled by customs authorities. These warehouses are located near the ports. The importers cannot take possession of goods from such warehouses unless and until the duty on the goods is paid. The warehouse-keeper is required to give undertaking or ‘Bond’ that without the consent of the customs authorities goods will not be removed from the warehouse. Hence, such warehouses are called ‘Bonded Warehouses’. If an importer is unwilling or unable to pay customs duty immediately, he can withdraw them in instalments and pay customs duty proportionately.

(4) Duty-paid warehouses : The duty-paid warehouses provide the facility of storing the imported goods but not yet sold or transported to importers’ place or godown. These warehouses are owned and managed by the dock authorities only and hence they are also known as public warehouses. These warehouses are located near port and dock areas. They are more useful to importers who re-export the imported goods. The concerned authorities take all the due and reasonable care to ensure their safety. Processing of imported goods such as sorting, re-packing is done in these warehouses.

(5) Government warehouses : Warehouses which are owned, managed and controlled by the Central and State Governments or public authorities are called Government warehouses. These warehouses offer storage facilities to small traders, farmers, businessmen, etc. who are in need of the same on payment of reasonable rent. Central Warehousing Corporation of India (CWC), State Warehousing Corporation (SWC) and Food Corporation of India (FCI) own warehouses for keeping stock of foodgrains and other goods In different states and countries.

(6) Co-operative warehouses : These are warehouses owned, run, managed and controlled by co-operative societies to provide warehousing facilities to the members who are farmers in rural areas. These warehouses are similar to private warehouses but they run on the principle of co-operation. They are used for storing agricultural commodities, consumer goods, raw materials, etc. Farmers, small producers and traders are benefited by such warehouses as they charge at economical rates.

(7) Cold storage warehouses : Cold storage warehouses are largely used to store and preserve perishable goods such as flowers, fish, eggs, meat, vegetables, fruits, medicines, dairy products, etc. These products are kept in cold storage warehouses at very low temperature so that their quality and freshness would remain intact. These warehouses ensure continuous supply of seasonal and perishable products throughout the year. International trade for seasonal and perishable goods such as green peas, mangoes, etc., becomes possible only because of cold storage facilities.

Question 4.
Explain utility function of banks.
Answer:
The utility functions of the commercial bank are explained as follows:
(1) Issue of drafts and cheques : The Bank draft/cheque is an order issued by the bank upon the other branch of the same bank or other bank to pay money to the person whose name is specified thereon. The bank issues bank drafts to its accountholders or non-account holders. However, cheque are issued by the bank only to its account holders. For issuing the bank draft, bank charges some commission.

(2) Locker facility: The bank provides safe deposit vaults to the customers for keeping their valuables like gold ornaments, jewels, securities, valuables, documents, etc. in safe custody. Safe deposit vaults/lockers are made available to the customers on rental basis.

(3) Project reports : As per the request of the clients, bank prepare project report and feasibility study (i.e. a study designed to determine practicability of a system or plan) on their behalf. This helps the business organisation to get funds from the market and clearance from the government authorities.

(4) Gift cheques : The commercial banks also issue gift cheques and gold coins to the customers as well as to the general public by charging nominal charges. It is more popular and has wider acceptance in India. Instead of giving gifts in cash, one can give gift cheques as a present on various occasions such as birthdays, weddings, marriage anniversaries, etc.

(5) Underwriting Services : Underwriting services are given by the banks to the companies in which the bank gives guarantee to the issuing company to purchase unsubscribed portion of the shares, debentures, bonds and other securities if the public demand is not enough to fulfil the minimum subscription amount. For this services bank charges underwriting commission.

(6) Gold related services : Nowadays, many commercial banks offer gold related services to its customers. The banks on commercial basis buy and sell gold and gold ornaments to the customers on large scale basis. Some banks even gives advisory services to its customers in regard to gold funds, gold Exchange Traded Fund (ETF) etc.

Question 5.
Explain modes of traditional communication.
Answer:
(I) Postal Services : The postal services in India are provided by the Department of Post which comes under Ministry of Communication and Information Technology. India has the largest postal network in the world with 1,54,965 post offices of which 1,49,067 are in the rural areas. The different types of postal services are explained below:
(1) Mail Services : The different types of mail services are described below:
(i) Inland letters : The inland letter is one of the cheapest means of conveying written message. It contains a blank sheet of paper of prescribed size and folding for writing messages. It is folded and sealed. Only names and addresses of the receiver and sender can be seen from outside. So, it ensures complete secrecy. Inland letters are used for transmission of messages within India only.

(ii) Envelopes : A postal envelope is a small size paper cover with postage stamps affixed on it having one side open to put in papers, written messages and enclosures like cheques, photos, resumes, etc. It ensures maximum secrecy. On the front outside space name and address of receiver are written and on the backside space name and address of sender are written.

(iii) Parcel : Parcels help to send small articles from one place to the other by post. Parcel post provides economical and reliable parcel delivery service. Parcels of specified weight and size can be sent at different places within the country as well as outside the country Anything except those items which are banned can be sent. Parcel can be insured by paying extra charges for insurance. In case of insured parcel is lost in transit post office pays insured amount.

(iv) Book post : Printed materials such as publications, newspapers, printed books, wedding, cards, greeting cards, periodicals, legal documents, etc. can be mailed as book post. The book post packets should simply be closed and should not be sealed. The words ‘Book Post’ should be written on the face of the cover.

(2) Specialised Postal Services : The following specialised postal services are provided by the post offices:
(i) Business Post : Business post arranges complete mailing services right from preparation of mail to delivery of mail. It is most suitable for small business and large companies. As per requirement, customers can select from a range of cost effective and professional mailing services which include printing, collating (comparing or examining), inserting, sealing and addressing. Indian post has established Business Post centres in major cities to handle business post consignment.

(ii) Logistics Post : Logistics post provides its business customers a cost-effective and timely solution that manages the entire value chain from collection to storage to transmission to distribution throughout the country.

(iii) Bill Mail Service : Communications in the nature of financial statements, bills, monthly account statements or any such other items of similar nature are sent by service providers to the customers by using bill mail service of post office. This service is used at least once in 90 days. Under this service, at a time minimum 5000 articles can be posted. The bill mail service does not include communication in the nature of letter mail or having personal communication or exclusive commercial publicity material. The mail is to be received at specified location provided. Bill mail is to be sorted pin code wide and bundled delivery post office wise.

(3) Money remittance services : The money remittance services are explained as follows:
(i) Electronic Money Transfer (eMO) : A money order is the most convenient method of remitting money to distant places. It is an order issued by one post office to another to pay a certain amount of money to a person specified therein. The person to whom money is to be paid is called ‘Payee’. Under this service of the post office, money is delivered at the house or the place of stay of the receiver.

(ii) Instant Money Order (iMO) : Instant Money Order (iMO) is an instant web based money transfer service by which minimum Rs 1000 and maximum Rs 50,000 can be transferred to distant places from designated iMO post offices. It is the instant on-line money transfer service which is safe, convenient, reliable and affordable. The money can be sent to close relative residing at distant place in India. It is simple, quick and economical to send and receive money.

(iii) International Money Transfer : International Money Transfer is the most convenient, quick and easy way of transferring personal remittances from foreign country to family members or other beneficiaries in India. Now this service is made available in all post offices in India by Department of Post, Government of India with the help of Western Union Financial Services. The remittances of money are permitted from around 195 countries to India.

(4) Retail services : The retail services are explained as follows:
(i) Retail post : Under retail post service, the department of post offers services to general public by making available some products and services of third party available in their areas through selected post offices. Under this, post offices offer a range of services including the collection of electricity bills, telephone bills, insurance premia, collection of taxes and fee for the government, etc. The post office also sells application form.

(ii) e-post : Recently, the department of posts has introduced e-post services, e-post service is service under which printed messages of customers are scanned and transmissed as email through internet. At the destination place or offices, these messages are printed, enveloped and delivered at the postal address. Thus, it is the combination of electronic transmission and physical delivery. Through e-post customers can send their messages to any address in India through network of more than 1,55,000 post offices. Corporate customers get special e-post rates and value additions.

Question 6.
Explain disadvantages of air transport.
Answer:
The disadvantages of air transport are as below:

1. Costliest mode : In comparison to all other modes of transport air transport is most expensive.
2. Affected by adverse weather conditions : It is exposed to the vagaries of weather changes, heavy rains, snow, storm, etc.
3. Unsuitability : Air transport is not suitable for short distances. It is also not suitable for carriage of bulky and heavy goods.
4. Huge capital investments : As compared to other modes of transport, air transport requires huge capital investment costs like construction of airports, aircrafts, runways, air traffic control tower, etc. Huge capital investment increases freight and fare charges.
5. International restrictions : Air transport is required to observe international restrictions such as aeroplane of some nations are not permitted to fly over other countries.
6. Limited carrying capacity : In comparison to other means of transport, the carrying capacity of air transport is very limited. It is not suitable to carry heavy and bulky goods.

Question 7.
Describe the role of transport.
Answer:
The role of transport are explained as follows:
(1) Helps in production : Transport carries raw materials and other requirements from the place of their origin or market to the place of their production to facilitate large scale production. It also carries labour from their residence to place of factory. It carries finished products from the place of production to the places of consumption or markets.

(2) Expanding markets : Producers and consumers are separated by geographical distance. Transport bridges this gap and facilitates distribution. It makes goods available wherever they are demanded. This helps to widen the market. With the development and growth of transport, the domestic and international markets for both agricultural and industrial products expand, bringing the prosperity to the country.

(3) Creates place utility : Transport is a public utility service which creates time and place utilities. Transport mainly creates place utility by carrying goods from the place of plenty to places where they are in more demand but not available, e.g. Apples which are produced on large quantity in Himachal Pradesh are brought over to Mumbai and other places throughout the country by transport to get high prices.

(4) Stability of prices : Transport carries goods from the areas of plenty to the areas of scarcity. It helps to regulate and balance the supply of goods and services in relation to demand and thereby helps to stabilise the prices of goods. The shortage of goods at any place can be easily removed by efficient transport system.

(5) Creates employment : Transport creates job opportunities directly for transport owners, drivers, conductors, cleaners, mechanics, helpers, etc. It helps to move labour and goods from the place of abundance to the place of scarcity. This movement of goods and labour creates indirect employment. Transport an industry by itself has provided job opportunities to millions of people all over the world.

(6) Improves standard of living : By generating employment, transport leads to increase purchasing power with people. Further, it makes products of their choice from different regions available in local markets. This results in higher standard of living.

(7) Cost reduction : Efficient, cheap and quick means of transport facilitate the reduction in the cost of production and distribution of goods. On account of low cost of production, the goods can be sold at low prices which increase their demand and widen market. Increase in demand again leads to large scale production of goods and supply.

(8) Provides help during emergency : The life of the people is badly affected during natural calamities such as floods, earthquakes, landslides, droughts, etc. and also during man-made disasters such as bomb blasts, riots, accidents, etc. In such circumstances, urgent and timely help in the form of food, water, medicines, clothes and other provisions, etc. can be provided quickly with the help of transport to save the lives of affected people. Rescue operations are possible only with the help of helicopters, fire brigades, railways, etc.

(9) Economic development : An efficient transportation system contributes to the rapid development of commerce and industry. Transport also helps to develop agriculture of a country. New industries are established and rapidly developed due to efficient network of transport. Further, a country can make progress in international trade and thereby earn foreign exchange only through efficient transport services.

Question 8.
What are the functions of warehouses?
Answer:
Functions : The functions of warehouses are explained as follows:
Function of Warehouses

1. Storage
2. Price Stabilisation
3. Risk-Bearing
4. Financing
5. Grading and Packing
6. Transportation
7. Time and Place Utility
8. Processing

1. Storage : Storage of goods is the basic function of warehousing. Warehouses provide space for storage of goods in large quantity and in good condition. The commodities which are not required immediately are stored in the warehouses. Stored goods are supplied as and when they are required by the customers.

2. Price stabilisation : Warehousing facilitates price stabilisation by maintaining proper balance between demand for and supply of commodities. It is achieved by creation of time utility by warehousing. Usually, large stock of goods is kept in the warehouse. Wherever, there is shortage of goods in the market, goods are released from the warehouse which increases supply and facilitates price stabilisation. Thus, it helps to avoid any rise in prices.

3. Risk-bearing : While the goods are stored in the warehouse, the warehouse-keeper takes reasonable care to protect the goods from risks of loss or damage due to heat, cold, moisture, dryness, insects, fire and thefts. This is because he has to return the goods in the same condition. For any loss or damage of goods during storage, warehouse-keeper will be held liable to the owner of the goods. Thus, the risk is transferred from the owner to the warehouse-keeper.

4. Financing : On the basis of goods stored in the warehouse, loans can be raised from the financial institutions or warehouse-keeper. The goods act as a security for financial institution. This loan can be used to meet other operations of business by the owners of goods.

5. Grading and Packing : Warehousing provides enough space for undertaking various marketing functions like grading, processing and packing of goods. Goods can be packed in suitable sizes as per the instructions of the owner. Thus, services of warehousing are very useful to manufacturers, wholesalers and the importers of goods.

6. Transportation : Some warehouses also provide transport facility to the traders who store large quantity of goods in the warehouse. It brings the goods from the places of production and also sends them to the places of delivery on behalf of depositors.

7. Time and Place Utility: Warehousing creates time utility by storing goods and releasing the same at the time when they are demanded. It also creates place utility by transporting goods at the far away places, where they are required.

8. Processing : For certain commodities processing is necessary to make them consumable or useable. This is because those commodities cannot be consumed in the form they are produced in the nature, e.g. paddy, raw fruits, etc. The activities such as polishing the paddy, ripening the fruits, etc. are undertaken by the warehouses on behalf of the owners.

8. Answer the following.

Question 1.
What is insurance ? Explain principles of insurance.
Answer:
[A] Meaning : The term insurance refers to the method (means) of protection from financial loss which may occur due to happening of specific uncertain events. It is a type of risk management primarily used to compensate against the risk of a contingent loss. Insurance is a contract between two parties whereby one of them (the insurer) agrees in return for a consideration (premium) to indemnify (compensate) the other (the insured) against a monetary loss that may be suffered by the other on the happening of some specified event.

According to Insurance Act of 1938, Insurance is defined as, “A provision which a prudent man makes against inevitable contingencies”.

[B] Principles of insurance : The different principles of insurance are:

1. Principle of Utmost Good Faith
2. Principle of Insurable Interest
3. Principle of Indemnity
4. Principle of Subrogation
5. Principle of Contribution
6. Principle of Mitigation of Loss
7. Principle of Causa-Proxima

1. Principle of Utmost Good Faith : The principle of utmost good faith is applicable to all types of insurance. According to this principle, both the parties in an insurance contract are under am obligation to make the fullest disclosure of all material facts relating to the insurance contract clearly, correctly and completely. Insured must provide correct and complete information of the subject-matter of the insurance whereas insurer must provide correct and complete information about the terms and conditions of the insurance contract. Failure to provide correct, complete information on the part of insured may lead to non-settlement of claim by the insurer.

For example, Mr. Hari has not given information about his kidney ailment to the insurance company while taking policy. So, if the insurance company discovers it after his death, then his family will not get compensation.

2. Principle of Insurable Interest : No person can enter into a valid insurance contract unless he has insurable interest in the object insured. Insurable interest of an insured is said to have in the subject matter if the existence of it provides financial benefit to the insured and non-existence of that subject matter put the insured to financial loss. Principle of insurable interest is applicable to all contracts of insurance. In the case of life insurance it is enough if the insurable interest s exists at the time of entering into the contract. In the case of marine and fire insurance interest the insurable must exist both at the time of the contract as well as at the time of the happening of the event.

A person has insurable interest in his own life and his property. A businessman has insurable interest in the goods he trades and in his property. Similarly, a wife has insurable interest in the life of her husband and vice versa.

3. Principle of Indemnity : Indemnity refers to a guarantee or assurance given by the insurer to place the insured in same financial position in which he was before the happening of the uncertain event. Principle of indemnity is applicable to marine, fire and general insurance as in such cases actual loss can be measured in terms of 1 money. Under this principle, the insurer undertakes to indemnify the policyholder or insured to the extent of the policy amount or the actual monetary loss suffered, whichever is lower, e.g. if a property owner has insured his property for Rs 5 lakh and it is destroyed by fire and incurred a loss of Rs 2 lakh, then the property owner will be paid only Rs 2 lakh i.e. the actual loss. This principle prevents a policyholder from making a profit out of his actual loss. However, in case of death of the insured, insurance company pays the actual sum assured to the nominee of the insured.

4. Principle of Subrogation : The principle of subrogation is a corollary to the principle of indemnity and is applicable to all contracts of j indemnity. According to it, after the insured is fully compensated for the total loss of the property or goods insured by him, all the remaining rights in such property or goods pass on to the insurer. Suppose a car owner has insured his car for Rs 2,00,000 against risk of loss due to accidents. If his car meets with an accident and is completely damaged, the insurance company pays Rs 2,00,000, the policy amount, to the car owner. On indemnifying the insured, the insurer can sell the remains of the car in scrap and reduce his loss.

5. Principle of Contribution : The principle of contribution is applicable to all contracts of indemnity. A person can insure his property with two or more insurance companies. It is done mainly to have better security, i.e. if one insurer fails to pay the claim, it can be recovered from another insurer. In the case of loss, the insured cannot recover compensation from both the insurance companies. All the insurers will jointly compensate the total amount of loss. According to the principle of contribution, each insurance company will contribute to the loss in proportion to the amount of policy undertaken from each company. If the insured chooses to collect the amount of compensation from one particular insurer, the insurer can in turn recover proportionate amount from the other insurers.

For instance, Dr, Ashok has insured his property of Rs 2,00,000 with two insurance companies viz. with X insurance company for Rs 1,20,000 (i.e. 60% of property value) and with Y insurance company for Rs 80,000 (i.e. 40% of property value).

If Dr. Ashok’s property is destroyed and he incurred a loss of Rs 1,50,000, then both the insurance companies will contribute towards actual loss of Rs 1,50,000. Here X insurance company will pay Rs 90,000 (i.e. 60% of Rs 1,50,000) and Y insurance company will pay Rs 60,000 (i.e. 40% of Rs 1,50,000).

6. Principle of Mitigation of Loss : Under this principle, the insured is required to take all possible steps to minimise the loss to the insured property on the happening of the event. He should not remain indifferent merely because the property which is getting damaged is insured. For example, Mr. Kishor’s house is on fire due to short circuit. In this case Mr. Kishor, must take necessary steps to put off the fire and to save the insured property as much as possible.

7. Principle of Causa-Proxima : The term ‘Causa-Proxima’ means a proximate, i.e. nearest or immediate cause or reason. Accordingly, when loss is occurred due to more than one cause, then proximate or nearest cause of loss is taken into consideration to fix the liability of insurer. If proximate cause is one of the causes from list of insured causes, then insurer is liable to pay compensation. In other words, the insurance company will indemnify the insured only if it is definitely established that the said loss is caused directly by the occurrence of the event covered by the policy.

Question 2.
Define bank. Explain. Different types of banks.
Answer:
[A] Definition : Bank is a dealer in money and credit. It is a financial institution whose basic activities are to accept deposits and advance, lend money and provide other related services, According to The Indian Banking Regulation Act, 1949, “any company which transacts the business of banking in India.” The term banking is further defined as, “accepting for the purpose of lending or investment of deposits from the public, repayable on demand or otherwise and withdrawable by cheque, draft and order or otherwise.”

Types of Bank:

1. Central Bank
2. Commercial Bank
3. Co-operative Bank
4. Industrial Development Bank
5. Exchange Bank
6. Regional Rural Bank
7. Savings Bank
8. Investment Bank
9. Specialised Bank

The different types of banks are explained below:
1. Central Bank: The central bank in a country is the financial institution at the top (apex) of all the banking institutions operating in the country. In India, The Reserve Bank of India was established in 1945 under a special statute called the Reserve Bank of India Act, 1944. It performs the functions like framing monetary policy, issuing currency notes, acting as a banker to the Government and acting as the banker’s bank to commercial and other banks in India.

2. Commercial Bank : The Commercial bank plays key role in the economic, industrial and social development of a country. It performs broadly two functions such as (i) Primary functions which include accepting deposits and lending money in different forms and (ii) Secondary function which include agency functions and utility functions. The different types of commercial banks in India are as follows:
(i) Public Sector Banks : The banks in which majority of the share capital or stake (interest) is held by the Government of India are called Public Sector Bank, e.g. State Bank of India, Bank of India, etc.

(ii) Private Sector Banks : The banks in which majority of the share capital or stake is held by private individuals are called Private Sector Banks, e.g. Axis Bank, HDFC Bank, etc.

(iii) Foreign Banks : The banks which are registered and have their headquarters in foreign country but operate in different countries including India through their branches established there, are called Foreign banks e.g. Standard Chartered Bank, American Express Bank, HSBC, etc.

3. Co-operative Banks : Co-operative banks are formed, registered and organised under the Indian Co-operative Societies Act and regulated under Banking Regulation Act. These banks are more popular in rural and semi-urban areas. These banks are primarily meant for catering to the financial needs of economically backward people, farmers and small scale units. They operate at three different levels:
(a) Primary Credit Societies : The primary credit societies work at village level. These credit societies collect the savings and surplus money in the form of deposits from members and common people. They are also financed by the State Co¬operative Banks and District Co-operative Banks for the purpose of lending to needy people for productive purpose.

(b) District Central Co-operative Banks : The District Central Co-operative Banks operating at district level and financed by the State Co-operative Bank for the purpose of providing finance to primary credit societies.

(c) State Co-operative Banks : The State Co-, operative Banks Eire working at state level. These banks provide funds to District Central Co-operative Banks and Primary Credit Societies to enable them to provide finance to rural and semi urban areas. Apart from this, they also supervise the working of district banks and credit co-operative societies.

4. Industrial Development Banks : The banks which provide medium and long term equipment, latest technology, expansion and modernisation of business, etc. are called Industrial Development Banks. Industrial Finance Corporation of India (IFCI), State Financial Corporations (SFCs), Maharashtra State Finance Corporation (MSFC), etc. are the examples of Industrial Development Banks. These banks perform the following functions:

1. Provide medium and long term finance to business organisations for expansion and modernisation.
2. Underwriting i.e. giving guarantee to buy shares issued by public limited companies.
3. Purchase debentures and bonds.

5. Exchange Banks : An exchange bank specialises in financing import and export trade and in foreign exchange transactions. The American Express Bank, Bank of Tokyo, Barclays Bank, etc. are the examples of Exchange Banks functioning in India. The Exchange Banks perform the following functions:

1. Finance foreign trade transactions,
2. Issue letter of credit on behalf of importer,
3. Discount foreign bills of exchange,
4. Remit dividend, interests and profits.

6. Regional Rural Banks : These banks were constituted (established) in 1975 and are sponsored by large public sector banks. 50%, 35% and 15% of the capital of these banks are provided by the Central Government, sponsored banks and State Government respectively. These banks collect (mobilise) funds in the form of deposits from rural and semi-urban areas. They provide loans and advances to small and marginal farmers, agricultural workers, rural artisans for productive purpose.

7. Savings Bank : A savings bank is one which has the main object of inculcating the habit of saving among the community. It collects scattered savings of the community especially from rural areas and invests the same in good securities. In India, Postal Savings Bank is an example of such a bank. Commercial Banks and Co-operative Banks act as savings banks as they have separate savings accounts departments.

8. Investment Bank : Investment banks offer financial and advisory assistance to their customers which usually include business firms and government organisations. These banks provide advice on investment decisions and facilitate mergers and acquisitions by undertaking research. These Banks do not directly deal with the common people.

9. Specialised Banks: The banks which make available to the requirements of the business and provide possible support to set up business activities in specific area are called Specialised Banks. The different types of specialised banks are:
(a) Export Import Bank of India (EXIM Bank) : These banks provide the needed financial assistance and support to the exporters and importers in setting up business for exporting and importing products respectively. They work to expand and promote country’s international trade.

(b) Small Industries Development Bank of India (SIDBI) : SIDBI was established on 2nd April, 1990 under the Act of Parliament of India. Its main function is to act as the main institution for financing, promoting and developing the Micro, Small and Medium Enterprises (MSMEs) as well as co-ordinator of the institutions engaged in similar activities.

(c) National Bank for Agricultural and Rural Development (NABARD) : NABARD has been established to work as an apex institution to finance agricultural and rural sector. It provides long term and short term loans through regional rural banks. It provides loans to financial institutions and not individuals. It is also concerned with the function of policy planning and operations relating to agricultural credit and credit for other activities in rural areas.

Question 3.
What is warehouse? Explain its different functions.
Answer:
[A] Meaning : A warehouse can be defined as, “an establishment for the storage or accumulation of goods.” The term ‘warehousing’ is generally used to denote storage of goods and consists of all those activities which are connected with the storage and preservation of goods in a godown or warehouse. One of the group activity or functions is to hold the goods in stock from the time of production till the time of consumption is called storage of goods. When storage of goods is required to be arranged on a large scale in a specified manner, it is called ‘warehousing’.

[B] Functions : The functions of warehouses are explained as follows :
Function of Warehouses

1. Storage
2. Price Stabilisation
3. Risk-Bearing
4. Financing
5. Grading and Packing
6. Transportation
7. Time and Place Utility
8. Processing

1. Storage : Storage of goods is the basic function of warehousing. Warehouses provide space for storage of goods in large quantity and in good condition. The commodities which are not required immediately are stored in the warehouses. Stored goods are supplied as and when they are required by the customers.

2. Price stabilisation : Warehousing facilitates price stabilisation by maintaining proper balance between demand for and supply of commodities. It is achieved by creation of time utility by warehousing. Usually, large stock of goods is kept in the warehouse. Wherever, there is shortage of goods in the market, goods are released from the warehouse which increases supply and facilitates price stabilisation. Thus, it helps to avoid any rise in prices.

3. Risk-bearing : While the goods are stored in the warehouse, the warehouse-keeper takes reasonable care to protect the goods from risks of loss or damage due to heat, cold, moisture, dryness, insects, fire and thefts. This is because he has to return the goods in the same condition. For any loss or damage of goods during storage, warehouse-keeper will be held liable to the owner of the goods. Thus, the risk is transferred from the owner to the warehouse-keeper.

4. Financing : On the basis of goods stored in the warehouse, loans can be raised from the financial institutions or warehouse-keeper. The goods act as a security for financial institution. This loan can be used to meet other operations of business by the owners of goods.

5. Grading and Packing : Warehousing provides enough space for undertaking various marketing functions like grading, processing and packing of goods. Goods can be packed in suitable sizes as per the instructions of the owner. Thus, services of warehousing are very useful to manufacturers, wholesalers and the importers of goods.

6. Transportation : Some warehouses also provide transport facility to the traders who store large quantity of goods in the warehouse. It brings the goods from the places of production and also sends them to the places of delivery on behalf of depositors.

7. Time and Place Utility: Warehousing creates time utility by storing goods and releasing the same at the time when they are demanded. It also creates place utility by transporting goods at the far away places, where they are required.

8. Processing : For certain commodities processing is necessary to make them consumable or useable. This is because those commodities cannot be consumed in the form they are produced in the nature, e.g. paddy, raw fruits, etc. The activities such as polishing the paddy, ripening the fruits, etc. are undertaken by the warehouses on behalf of the owners.

Question 4.
What is Services? Explain in detail different business services.
Answer:
[A] Meaning : A service is an act of performance that one party offer to another for certain consideration. Service is essentially intangible i.e. cannot be touched, seen and felt. Services are neither manufactured nor stocked or transported. They are produced and consumed simultaneously. So, Services are intangible, heterogeneous, inseparable, inconsistent, instantly perishable in nature, not transferable and require consumer participation. Services which help in successful running of a business are called business services.

Business cannot be run without business services. These services are provided to the customers which fulfil their needs. Banking, insurance, transport, warehousing, communication, etc. are the examples of business services. According to American Marketing Association, services implies, “Activities, benefits or satisfaction which are offered for sale or provided in connection with the sale of goods.”

[B] Types : The different types of services are shown:

1. Banking
2. Insurance services
3. Transport services
4. Warehousing
5. Communication

The different types of business services are explained as follows:
1. Banking : As the production has to take place on a large scale, adequate finance is required. Further, there must be facilities for the exchange of goods. Banks provide necessary finance and to facilitate exchange issue different types of facilities such as cheques, drafts, debit card, credit card, net banking, mobile banking, etc. The banks also provide loans to the business and industry to buy properties and to pay for routine expenses.

2. Insurance services : There are several business risks involved during the period from the stage of production to the stage of consumption. Insurance company in consideration of a definite fees called premium, undertakes all such risks through fire, marine, life and other insurance contracts. Insurance is a service contract in which insurance company in consideration of specific premium amount promises to pay a fixed amount to insured person either on the expiry of pre-determined fixed period or in case of happening of any unlucky accident whichever is earlier. Thus, by protecting the traders against the risks, an
insurance company enables the traders to concentrate on their day-to-day business activities.

3. Transport services : Transport is a service or facility which creates place utility by carrying essential products, raw materials and human resources from one place to another. It plays an important role in the development of all sectors of the economy. Transport helps to widen the market for agriculture and manufactured goods. The efficient transport network facilitates development of commercial activities. It facilitates movement of labour and capital assets from different areas to developed areas.

4. Warehousing : Warehouse is a place or a room or a building where goods are stored prior to their use, distribution or sale. Warehousing creates time utility. It solves the problem of holding the stock of goods during the time-gap between production and consumption. It also provides enough place to perform certain marketing services like grading, weighing, packing, branding, labelling, etc. Warehousing also equalises demand for and supply of goods in the market and helps to stabilise the prices of goods.

5. Communication : George Terry defines communication as, ‘the process of transmitting and interchanging ideas, facts and actions’. It is a main aid to trade. Communication services such as post, telegraph, telephone, cell phones, telex, fax, courier, e-mail, internet, etc. help to transmit and communicate business information quickly among the businessmen

Question 5.
What is communication? Explain in detail various types of communication.
Answer:
[A] Meaning : The term ‘communication’ means any interchange of ideas, messages, facts, information, feelings and emotions among two or more persons In a way that they share common understanding about it. It Is a process of giving away or passing on any information by any person to some other person with the help of some medium. Thus, receiver after receiving the message understands it in the desired form and acts accordingly.

[B] Types of Communication : The different types of communication are shown in the following diagram:

The different types of communication are explained below:
(I) Postal Services : The postal services in India are provided by the Department of Post which comes under Ministry of Communication and Information Technology. India has the largest postal network in the world with 1,54,965 post offices of which 1,49,067 are in the rural areas. The different types of postal services are explained below:
(1) Mail Services : The different types of mail services are described below:
(i) Inland letters : The inland letter is one of the cheapest means of conveying written message. It contains a blank sheet of paper of prescribed size and folding for writing messages. It is folded and sealed. Only names and addresses of the receiver and sender can be seen from outside. So, it ensures complete secrecy. Inland letters are used for transmission of messages within India only.

(ii) Envelopes : A postal envelope is a small size paper cover with postage stamps affixed on it having one side open to put in papers, written messages and enclosures like cheques, photos, resumes, etc. It ensures maximum secrecy. On the front outside space name and address of receiver are written and on the backside space name and address of sender are written.

(iii) Parcel : Parcels help to send small articles from one place to the other by post. Parcel post provides economical and reliable parcel delivery service. Parcels of specified weight and size can be sent at different places within the country as well as outside the country Anything except those items which are banned can be sent. Parcel can be insured by paying extra charges for insurance. In case of insured parcel is lost in transit post office pays insured amount.

(iv) Book post : Printed materials such as publications, newspapers, printed books, wedding, cards, greeting cards, periodicals, legal documents, etc. can be mailed as book post. The book post packets should simply be closed and should not be sealed. The words ‘Book Post’ should be written on the face of the cover.

(2) Specialised Postal Services : The following specialised postal services are provided by the post offices:
(i) Business Post : Business post arranges complete mailing services right from preparation of mail to delivery of mail. It is most suitable for small business and large companies. As per requirement, customers can select from a range of cost effective and professional mailing services ! which include printing, collating (comparing or examining), inserting, sealing and addressing. Indian post has established Business Post centres in major cities to handle business post consignment.

(ii) Logistics Post : Logistics post provides its business customers a cost-effective and timely solution that manages the entire value chain from collection to storage to transmission to distribution throughout the country.

(iii) Bill Mail Service : Communications in the nature of financial statements, bills, monthly account statements or any such other items of similar nature are sent by service providers to the customers by using bill mail service of post office. This service is used at least once in 90 days. Under this service, at a time minimum 5000 articles can be posted. The bill mail service does not include communication in the nature of letter mail or having personal communication or exclusive commercial publicity material. The mail is to be received at specified location provided. Bill mail is to be sorted pin code wide and bundled delivery post office wise.

(3) Money remittance services : The money remittance services are explained as follows:
(i) Electronic Money Transfer (eMO) : A money order is the most convenient method of remitting money to distant places. It is an order issued by one post office to another to pay a certain amount of money to a person specified therein. The person to whom money is to be paid is called ‘Payee’. Under this service of the post office, money is delivered at the house or the place of stay of the receiver.

(ii) Instant Money Order (iMO) : Instant Money Order (iMO) is an instant web based money transfer service by which minimum Rs 1000 and maximum Rs 50,000 can be transferred to distant places from designated iMO post offices. It is the instant on-line money transfer service which is safe, convenient, reliable and affordable. The money can be sent to close relative residing at distant place in India. It is simple, quick and economical to send and receive money.

(iii) International Money Transfer : International Money Transfer is the most convenient, quick and easy way of transferring personal remittances from foreign country to family members or other beneficiaries in India. Now this service is made available in all post offices in India by Department of Post, Government of India with the help of Western Union Financial Services. The remittances of money are permitted from around 195 countries to India.

(4) Retail services : The retail services are explained as follows:
(i) Retail post : Under retail post service, the department of post offers services to general public by making available some products and services of third party available in their areas through selected post offices. Under this, post offices offer a range of services including the collection of electricity bills, telephone bills, insurance premia, collection of taxes and fee for the government, etc. The post office also sells application form.

(ii) e-post : Recently, the department of posts has introduced e-post services, e-post service is service under which printed messages of customers are scanned and transmissed as email through internet. At the destination place or offices, these messages are printed, enveloped and delivered at the postal address. Thus, it is the combination of electronic transmission and physical delivery. Through e-post customers can send their messages to any address in India through network of more than 1,55,000 post offices. Corporate customers get special e-post rates and value additions.

(II) Modern means of communications : The modern means of communication are explained as follows:
(i) Courier Service : A courier service is a service that allows someone to send a parcel or consignment from one place to some other distant place. Usually, courier services are provided by a company and charge flat rates to the parties using the courier service regularly. Courier services differ from ordinary mail services in respect to speed, security, tracking, signature, delivery time, etc. Usually, premium courier services are more expensive as compared to ordinary mail services. DHL, DTDC, etc. are the examples of courier services.

(ii) Internet : The internet is one, in which users at one computer can, if it has permission, get information from other computer. It is a networking infrastructure. It connects millions of computers together globally, framing a network in which any computer can communicate with any other computer as long as they are both connected to internet. It is a network of networks that include of private, public, academic, business and government networks of local to global scope linked by a broad array of electronic, wireless and services such as world wide web, etc.

(iii) E-mail : E-mail stands for Electronic mail. E-mail refers to the transmission of information, from one computer terminal to another. It is a method of exchanging mail between the users of electronic devices. E-mail servers accept, forward, deliver and store messages. Users are not required to be online simultaneously. They are required to connect to a mail server briefly for as long as it takes to send or receive messages.

Question 6.
What is road transport. Explain its advantages and disadvantages.
Answer:
[A] Meaning : Road transport is the oldest mode of transport. It means and includes various means of transport which move on the surface of the earth without the use of railway tracks. Roads are the means which connect people and places on the surface of the land. It provides connectivity on any terrain (land) in comparison to other modes of transport. The different types of vehicles plying on the road include bullock carts, cycles, motor-cycles, autorickshaws, cars, tempos, trucks, buses, etc. They are called means of road transport.

[B] Advantages : The advantages of road transport are explained as follows:
(1) Cheaper mode of transport : As compared to other modes of transport, road transport is relatively cheaper mode of transport. Its operational cost is relatively low.

(2) Useful for perishable goods : Road transport is suitable and more useful to carry and deliver perishable goods such as milk, vegetable, fish, mutton, fruits, flowers, eggs, etc., over a short distance and that too at a faster speed.

(3) Flexible mode of transport : Road transport is flexible mode of transport because loading and unloading of goods are possible at any destination. Similarly, it is more flexible because of the choice of different routes, timings and types of vehicles.

(4) Door-to-Door service : Road transport facilitates door-to-door delivery of goods. It carries the goods and passengers directly to the godowns, factories and places of residence, i.e. user.

(5) Good reach : Roads constructed in plain areas and also in hilly areas can be used by different road vehicles such as trucks, tempos, motor cars and even carts driven by animals for carrying goods and passengers from one place to another. Wherever any other mode of transport cannot reach, road vehicles can easily reach and thus cover even hilly areas.

(6) Less capital investment : The cost of construction and maintenance of a road system is relatively less than that of railways.

[C] Disadvantages : The disadvantages of road transport are explained as follows:
(1) Not economical for long distance : In comparison to other modes of transport carrying capacity of road transport is very limited. High cost of fuel, tolls, etc. make the road transport uneconomical for long distance transportation.

(2) Not suitable for heavy and bulky goods : Road transport is not suitable for carrying heavy and bulky goods for any distance and involves high cost.

(3) Affected by adverse weather conditions : Road transport is affected more by adverse weather conditions such as fogs often greatly reducing visibility, heavy rain, floods, landslides, storm, etc.

(4) Accidents : The possibility of road accidents is frequent due to poor condition of roads and negligent drivers.

(5) Causes pollution : The vehicles plying on the road release smokes and gases. So, it creates air pollution which affect the health of the people.