Exam Details
| Subject | Customer Value 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-013I
BBA IN RETAILING
C'JI
Term-End Examination
tt)
June, 2016
o
o
BRL-013 CUSTOMER VALUE MANAGEMENT Time hours Maximum Marks: 50
Note: Attempt any five questions.
All questions carry equal marks.
1. What do you mean by customer value management? Explain briefly the factors influencing customer value generation.
2. Define customer value expectation. What are the factors that influence changes in customer expectations? Explain with suitable examples.
3. Explain the meaning of customer interaction management and state its advantages.
4. What is customer value communication? State the importance of customer value communication.
5. Describe the GAPs model of service quality.
6. Explain the concept of customer retention and state the key points for retaining customers.
7. Define service recovery. What are the internal and external complaint responses?
8. Discuss in detail the advantages of internet retailing.
9. Write short notes on any two of the following:
Customer Relationship Management
Integrated Marketing Communication
Holistic Value Perception
Customer Retention Strategies
BBA IN RETAILING
C'JI
Term-End Examination
tt)
June, 2016
o
o
BRL-013 CUSTOMER VALUE MANAGEMENT Time hours Maximum Marks: 50
Note: Attempt any five questions.
All questions carry equal marks.
1. What do you mean by customer value management? Explain briefly the factors influencing customer value generation.
2. Define customer value expectation. What are the factors that influence changes in customer expectations? Explain with suitable examples.
3. Explain the meaning of customer interaction management and state its advantages.
4. What is customer value communication? State the importance of customer value communication.
5. Describe the GAPs model of service quality.
6. Explain the concept of customer retention and state the key points for retaining customers.
7. Define service recovery. What are the internal and external complaint responses?
8. Discuss in detail the advantages of internet retailing.
9. Write short notes on any two of the following:
Customer Relationship Management
Integrated Marketing Communication
Holistic Value Perception
Customer Retention Strategies
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