| List-I | List-II |
| (a) Conflict between managers and workers is normal and inescapable | (i) Psychological approach |
| (b) Both management and workers see each other as less reliable | (ii) Pluralistic approach |
| (c) There is a power relationship between the two classes | (iii) Marxist approach |
| List-I (Macro strategies developing customer value) | List-II (Specific strategy) |
| (a) Customer excellence | (i) Store on the corner of a busy intersection |
| (b) Operational excellence | (ii) Unique merchandise |
| (c) Product excellence | (iii) Strong relationships with their suppliers |
| (d) Locational excellence | (iv) Effective branding |