Indira Gandhi National Open University (IGNOU) 2010 B.B.A Diploma in Retailing/ in retailing- customer service management - Question Paper
No. of Printed Pages : 2 BRL-004
DIPLOMA IN RETAILING (DIR)/BBA IN RETAILING
O Term-End Examination June, 2010 BRL-004 : CUSTOMER SERVICE MANAGEMENT
Time : 2 hours Maximum Marks : 50
|
Note : |
(i) |
Attempt any five questions. |
|
(ii) |
All questions carry equal marks. |
1. Attempt any four: 4x2V2=10
(a) 'Customer service is not a department but a philosophy - a way of life'. Comment.
(b) List out the parameters that help in good customer service.
(c) Identify the post transaction elements of customer service.
(d) What do you understand by the terms 'Single Bagger' and 'Double Bagger' ?
(e) The mantra for good customer service is ' Ownership'. Comment.
(f) Explain the 'Hospitality' element of customer service.
2. 'One of the key characteristics of good sellers is that they are all well prepared to sell'. Do you agree with the statement ? Explain the important steps in preparing to sell. 3+7=10
3. Explain the importance of product knowledge for a sales person. How can the product knowledge
be built ? 5+5=10
4. What are the different types of customer 10 personalities ? Explain with suitable examples.
5. Explain the factors which influence quality 10 expectations of the consumers relating to retail organisations.
6. Explain the key areas of Customer Experience 10 Management.
7. What are the objectives of 'Internal Marketing' ?
Briefly explain the attributes of a successful team.
8. Write short notes on any two of the following : 5+5=10
(a) Importance of Customer Loyalty.
(b) Benefits of service recovery.
(c) Word of Mouth Communication.
(d) Reasons for customer grievances.
BRL-004 2
|
Attachment: |
| Earning: Approval pending. |
