Technical Aptitude Test

Marks: 50

Date of the Test: 31/07/2010

Time: 2.15 to 3.15 Pm

Class: II Year MBA students

All questions carry equal marks

1. Service industries are everywhere. They include the government sector, private
nonprofit sector, business sector, manufacturing sector, and the ________.
a. insurance salespeople
b. seasonal workers
c. temporary workers
d. retail sector
e. none of the above
2. Manufacturers, distributors, and retailers can provide ________ services, or simply
excellent customer service, to differentiate themselves.
a. financial
b. value-added
c. sales
d. marketing
e. distribution
3. There are five categories of offerings for a service. It can be either a minor or a major
component of the company’s offerings. Which of the following is NOT one of these five
categories?
a. Pure tangible good
b. Tangible good with accompanying services
c. Hybrid
d. Major service with accompanying minor goods and services
e. Major service with accompanying major goods
4. Which of the following would be an example of a hybrid service?
a. University
b. Professor
c. Restaurant
d. Soap manufacturer
e. Airline
5. Which of the following would be an example of a pure service?
a. Insurance
b. Airlines
c. Car dealer
d. Copier company
e. None of the above
6. Services vary as to whether they are equipment based or ________.
a. service based
b. people based
c. process based
d. historical based
e. none of the above
7. Some services require that the client be present to conduct the service. An example of
such a service is a ________.
a. vending machine
b. fast-food meal
c. medical operation
d. car repair
e. tax service
8. Services differ as to whether they meet a personal need or a ________.
a. quality need
b. production need
c. business need
d. functional need
e. customer need
9. Services high in ________qualities are those services that have characteristics the
buyer normally finds hard to evaluate even after consumption.
a. equipment
b. search
c. experience
d. personal attention
e. credence
10. Services have four distinctive characteristics that greatly affect the design of marketing
programs. Which of the following is NOT one of these characteristics?
a. Intangibility
b. Communicability
c. Variability
d. Perishability
e. None of the above
11. Services cannot be seen, tasted, felt, or heard before they are bought. To reduce
uncertainty, buyers will look for evidence of quality. They will draw inference about
quality from place, people, and price they see. Therefore, the service provider’s task is
to “________.”
a. communicate value
b. manage the evidence
c. go full speed ahead
d. provide high touch, high price
e. none of the above
12. Service companies can try to demonstrate their service quality through physical
evidence and ________.
a. predatory pricing
b. people
c. pricing
d. profits
e. presentation
13. Unlike physical goods, services are produced and ________ simultaneously.
a. launched
b. consumed
c. created
d. maximized
e. none of the above
14. One of the special features of services marketing is the provider–client interaction. This
is defined as when the client is also ________ as the service is produced.
a. prominent
b. productive
 c. producing
d. present
e. paying
15. Services depend on who provides them and when and where they are provided. They
are highly ________.
a. suspect
b. variable
c. consistent
d. substandard
e. none of the above
16. Better-trained personnel exhibit several characteristics such as ________, which
means they perform the service consistently and accurately.
a. reliability
b. courtesy
c. credibility
d. competence
e. responsiveness
17. Better-trained personnel exhibit several characteristics such as ________, which
means they respond quickly to customers’ requests and problems.
a. reliability
b. courtesy
c. credibility
d. competence
e. responsiveness
18. There are three steps service firms can take to increase quality control. Which of the
following is NOT one of these steps?
a. Reduce customer contact points
b. Monitor customer satisfaction
c. Standardize the service-performance process
d. Invest in good training procedures
e. Invest in good hiring procedures
19. A ________ is a tool that allows service providers to simultaneously map out the service
process, the points of customer contact, and the evidence of service from the customer’s
point of view.
a. service guarantee
b. service blueprint
c. communication material
d. credence quality
e. tangible good
20. Services cannot be stored. This concept is unique to service marketers and is called
________.
a. standardization
b. heterogeneity
c. perish ability
d. intangibility
e. none of the above
21. Which among the following is not a Long Term source of Capital?
a. Mortgage
b. Share capital
c. Debenture
d. Bank overdraft
22. What does accounting mean?
a. Preparing journal entries
 b. Preparing the ledger accounts
c. Calculating the profit or loss
d. All of the above
23. What is a debenture?
a. share capital
b. current liabilities
c. long term investment
d. long term loan
24. How bank interests are going on hike?
a. when inflation rate is high
b. when supply is more than demand
c. when demand is more than supply
d. or a mixture of a & c
25. Who is the present chairman of SEBI?
a. S. Damodaran
b. C. B. Bhave
c. O. P. Bhat
d. N. Chandrasekhar
26. Which of the following would not be regarded as an asset?
a. A piece of equipment owned by a business
b. A sum of money
a. owed to the business
c. An inventory of goods that have yet to be sold
d. A building that has been rented for use by the business
27. A building is purchased using cash for use by the business. Which of these would
represent the entry for the transaction?
a. Debit a liability account, Credit an expense account
b. Debit the bank account, Credit an expense account
c. Debit an asset account, Credit an asset account
d. Debit an asset account, Credit a sales account
28. A business sells goods on credit. Which of the following statements are true?
a. A sale has not been made because the business has not been paid
b. The business owes money for the sale.
c. The business is owed money from the sale.
d. The liabilities of the business have increased.
29. The owner of a business starts up using $5000 of her own money. The entry of this
transaction is best shown as:
a. A debit to an asset account and a credit to an expense account.
b. A credit to a purchase account and a debit to a sales account.
c. A debit to a liability account and a credit to an asset account.
d. A credit to a capital account and a debit to an asset account
30. Which of the following is true about a partnership?
a. All partners have invested an equal amount of capital.
b. All partners are personally liable for the debts of the business.
c. Partnerships do not get favorable tax treatment compared to corporations.
d. A partnership requires at least three people.
31. Select the correct word that describes the amount by which expenses exceed revenues.
a. retained earnings
b. assets
c. cost principle
d. net loss
32. What is the correct accounting name given to distributions of cash or other assets from
an incorporated business to its shareholders?
 a. Drawings
b. Business perks
c. Dividends
d. Bonuses
33. What is the correct accounting name given to the net income which is kept in a
corporation for future use and not distributed to shareholders?
a. Additional assets
b. Reserve assets
c. Preference shares
d. Retained earnings
34. What is owned by a business and used in carrying out its operating activities is best
described as:
a. Liabilities
b. Purchases
c. Revenues
d. Assets
35. A financial statement to show what a business owes and owes at a particular point in
time is:
a. A cash flow statement.
b. The bank statement for the business.
c. A balance sheet.
d. A statement of retained earnings.
36. A financial document that indicates the success or failure of a business trading over a
period of time is called:
a. A cash flow statement
b. A retained earnings statement
c. An income statement
d. A balance sheet
37. HRM is associated with the management of:
a. General people
b. Financial resources
c. Organizational people
d. Community members
38. Which of the following management function includes setting standards for
everyone in the organization?
a. Planning
b. Organizing
c. Leading
d. Controlling
39. Motivating the employees is classified as:
a. Informational role
b. Interpersonal role
c. Decisional role
d. Conceptual role
40. Which of the following is the main responsibility of an HR department?
a. Attracting candidates for job
b. Ensure staff development
c. keep employees motivated
d. All of the given options
41. HR managers are generally the _______________ managers:
a. Line
b. Middle
c. Staff
 b. Top
42. Manufacturing was the main concern of personnel department during:
a. Mechanistic period
b. Catalytic period
c. Organist period
d. Strategic period
43. Running the organizational activities is called:
a. Management process
b. Executive position
c. Quality management
d. Performance measurement
44. Jobs are identified & grouped while:
a. Planning
b. Organizing
c. Leading
d. Controlling
45. Effective HRM leads to:
a. Organizational success
b. Organizational failure
c. Organizational complexity
d. Organizational inefficiency
46. Organizational goals should be:
a. Achievable
b. Ambiguous
c. Random
d. Vague
47. Customers of an organization fall under which of the following category?
a. Shareholders
b. Staff
c. Partners
d. Stakeholders
48. What could be the best approach for an organization to sustain in a dynamic
environment?
a. Be stagnant
b. Responsive to change
c. Reluctant to change
d. Merge with others
49. The thorough & detailed study regarding jobs within an organization is
represented by:
a. Job analysis
b. Job description
c. Job specification
d. Job evaluation
50. A practice used by companies to assign their costly activities to outside providers
is known as:
a. Planning
b. Decentralization
c. Restructuring
d. Outsourcing

*************************