BRL-004 Customer Service Management SOLVED ASSIGNMENT 2019-2020

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.
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.


BRL-004, BRL-04, BRL-4, BRL4, BRL 4, BRL 004, BRL 04, BRL004, BRL


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