Exam Details
| Subject | Customer Service Management | |
| Paper | ||
| Exam / Course | Diploma inRetailing | |
| Department | School of Management Studies (SOMS) | |
| Organization | indira gandhi national open university | |
| Position | ||
| Exam Date | June, 2016 | |
| City, State | new delhi, |
Question Paper
No. of Printed Pages: 2 IBRL-0041
DIPLOMA IN RETAILING (DIR)jBBA IN
RETAILING
Term-End Examination
June, 2016
BRL-004 CUSTOMER SERVICE MANAGEMENT
Time hours Maximum Marks: 50
Note: Attempt any five questions.
All questions carry equal marks.
1. Describe the parameters that help in good customer service.
Discuss the points that you would like to keep in mind for effective selling via good customer service.
2. Explain the pre-requisites for selling from a salesperson's point of view in brief.
3. Explain the characteristics of 'customers based on time' and 'customers based on type'. Also state the techniques to handle these categories of customers.
4. Describe the issues to be considered for delivering the superior service quality.
5. Explain the benefits of customer experience management.
6. Describe various types of loyalty programmes.
Discuss the lessons you can draw from the loyalty programmes.
7. Explain the guidelines for handling customer's complaints.
8. Write short notes on any two of the following
Elements of customer service
Changing scenario in customer expectations
Managing customer experience
Word of mouth communication
DIPLOMA IN RETAILING (DIR)jBBA IN
RETAILING
Term-End Examination
June, 2016
BRL-004 CUSTOMER SERVICE MANAGEMENT
Time hours Maximum Marks: 50
Note: Attempt any five questions.
All questions carry equal marks.
1. Describe the parameters that help in good customer service.
Discuss the points that you would like to keep in mind for effective selling via good customer service.
2. Explain the pre-requisites for selling from a salesperson's point of view in brief.
3. Explain the characteristics of 'customers based on time' and 'customers based on type'. Also state the techniques to handle these categories of customers.
4. Describe the issues to be considered for delivering the superior service quality.
5. Explain the benefits of customer experience management.
6. Describe various types of loyalty programmes.
Discuss the lessons you can draw from the loyalty programmes.
7. Explain the guidelines for handling customer's complaints.
8. Write short notes on any two of the following
Elements of customer service
Changing scenario in customer expectations
Managing customer experience
Word of mouth communication
Other Question Papers
Departments
- Centre for Corporate Education, Training & Consultancy (CCETC)
- Centre for Corporate Education, Training & Consultancy (CCETC)
- National Centre for Disability Studies (NCDS)
- School of Agriculture (SOA)
- School of Computer and Information Sciences (SOCIS)
- School of Continuing Education (SOCE)
- School of Education (SOE)
- School of Engineering & Technology (SOET)
- School of Extension and Development Studies (SOEDS)
- School of Foreign Languages (SOFL)
- School of Gender Development Studies(SOGDS)
- School of Health Science (SOHS)
- School of Humanities (SOH)
- School of Interdisciplinary and Trans-Disciplinary Studies (SOITDS)
- School of Journalism and New Media Studies (SOJNMS)
- School of Law (SOL)
- School of Management Studies (SOMS)
- School of Performing Arts and Visual Arts (SOPVA)
- School of Performing Arts and Visual Arts(SOPVA)
- School of Sciences (SOS)
- School of Social Sciences (SOSS)
- School of Social Work (SOSW)
- School of Tourism & Hospitality Service Sectoral SOMS (SOTHSM)
- School of Tourism &Hospitality Service Sectoral SOMS (SOTHSSM)
- School of Translation Studies and Training (SOTST)
- School of Vocational Education and Training (SOVET)
- Staff Training & Research in Distance Education (STRIDE)
Subjects
- Buying and Merchandising
- Buying And Merchandising - II
- Customer Service Management
- Customer Value Management
- Human Resources
- It-Enabled Retailing
- Overview of Retailing
- Retail Management Perspectives Communication
- Retail Marketing and Communication
- Retail Operation And Store Management II
- Store Organisation-1
- Visual Merchandising And Store Management