Indira Gandhi National Open University (IGNOU) 2010 B.B.A Brl-004 : customer service management - Question Paper
No. of Printed Pages : 2 BRL-004
DIPLOMA IN RETAILING (DIR)/BBA IN RETAILING
Term-End Examination December, 2010 BRL-004 : CUSTOMER SERVICE MANAGEMENT
Time : 2 hours Maximum Marks : 50
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Note : |
(i) |
Attempt any five questions. |
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(ii) |
All questions carry equal marks. |
1. (a) Describe the various parameters that help
in good customer service. 5+5=10
(b) Discuss the barriers to good customer service.
2. Discuss the classification of Customer Service in 10 Retail Organisations.
3. What are the different steps in selling ? Briefly explain any two of them. 2+8=10
4. Explain the 'Gronroos Perceived Service Quality - 10 Model' giving suitable examples.
Explain the various stages in the customer 10
complaint management process.
(a) Why should companies listen to their 5 customers ? Explain.
(b) Explain the importance of customer 5 education.
Discuss the principles of a positive culture. Give 10
suitable examples.
Write short notes on any two of the following : 5+5=10
(a) Benefits of customer experience management.
(b) Personal hygiene and appearance of salesperson.
(c) Loyalty programmes.
(d) Causes behind customer switching.
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Attachment: |
| Earning: Approval pending. |
