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 | December, 2015 | |
| City, State | new delhi, |
Question Paper
Describe the importance of customer service for a Retail Store.
Discuss the points to be kept in mind for effective selling via good customer service.
2. Discuss briefly the ways of dealing with the objections of the Retail Customers.
State the benefits of service quality management to the Retail Organisation.
Describe the issues to be focused for delivery of superior service quality.
4. Explain the concept and benefits of the customer experience management.
Describe the behavioural responses of the aggrieved customers.
Discuss various types of complainers.
Explain the various ways the customers respond. When they experience service failures.
Describe the areas which must be specifically addressed for the employee training to handle the customers with grievance.
7. Explain the attributes of a successful team for the Retail Store.
8. Write short notes on any two of the following:
The customers walks -The Magic Moment.
Types of customers personalities.
Technical and Functional qualities of services.
Internal customer satisfaction in Retail.
Discuss the points to be kept in mind for effective selling via good customer service.
2. Discuss briefly the ways of dealing with the objections of the Retail Customers.
State the benefits of service quality management to the Retail Organisation.
Describe the issues to be focused for delivery of superior service quality.
4. Explain the concept and benefits of the customer experience management.
Describe the behavioural responses of the aggrieved customers.
Discuss various types of complainers.
Explain the various ways the customers respond. When they experience service failures.
Describe the areas which must be specifically addressed for the employee training to handle the customers with grievance.
7. Explain the attributes of a successful team for the Retail Store.
8. Write short notes on any two of the following:
The customers walks -The Magic Moment.
Types of customers personalities.
Technical and Functional qualities of services.
Internal customer satisfaction in Retail.
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