BRL-004 Solved Assignment 2019-2020
Course Code : BRL–004
Course Title : Customer Service Management
Assignment Code : BRL-004/TMA/2019-20
Coverage : All Blocks
| Title Name |
BRL-004 Solved Assignment 2019-20 |
| University | IGNOU |
| Service Type | Solved Assignment (Soft copy/PDF) |
| Course | Bachelor of Business Administration (BBA) in Retailing |
| Language | ENGLISH |
| Semester | 2019-2020 Course: BBA |
| Session | 2019-20 |
| Short Name | BRL-004 |
| Assignment Code | BRL – 004 /TMA/2019-20 |
| Product | Assignment of BBA 2019-20 (IGNOU) |
| Submission Date | 1. Those who are enrolled in July 2019, it is valid up to June 2020. 2. Those who are enrolled in January 2020,it is valid up to December 2020. |
Attempt all the questions.
(A) Short Type Questions
1. What do you understand by customer service? Explain the role of salesperson in providing
customer service. (10)
2. Discuss the basics of sales closing techniques? (10)
3. List out the prerequisites of selling. Briefly explain each of them. (10)
4. What is service quality? Explain the dimensions of service quality. (10)
5. Explain the key areas of customer experience management? (10)
6. What do you understand by customer loyalty? Explain the factors affecting customer loyalty.
(10)
7. Write short notes on:
a) Customer personalities
b) Meeting and greeting customers (5+5)
(B) Essay Type Questions
8. Describe the different ways of handling customer objections. Give suitable examples. (15)
9. What are the different means of identifying customer needs? Discuss with suitable examples.
(5+10)
BRL-004, BRL-04, BRL-4, BRL4, BRL 4, BRL 004, BRL 04, BRL004, BRL
