DISTANCE EDUCATION
M.B.A. DEGREE EXAMINATION, MAY 2018.
Third Semester
SHOPPER BEHAVIOUR AND RELATIONS MANAGEMENT
(Upto 2012-13 Academic Year and 2013 Calendar Year)
Time Three hours Maximum 100 marks
PART A — × 8 40 marks)
Answer any FIVE questions.
1. State the concept of ''Shopper behaviour''.
2. Draw the model of shopper decision making.
3. Give a brief note on purchase considerations.
4. Bring out the factors that influence shopping behaviour.
5. Explain the responsibilities of customer relation
management.
6. Discuss the role of shopper behaviour in market
segmentation.
7. Write a brief account on planning''.
8. Discuss the significance of stakeholder relationship
management.
Sub. Code
31
DE-4217
2
Ws 5
PART B — × 15 60 marks)
Answer any FOUR questions.
9. Discuss the process of problem solving by shopper
decision.
10. Give a note on 'Post Purchase Behaviour' by
shopper.
11. Explain the importance of supplier relations.
12. Narrate the concept and role of 'Customer Equity'.
13. ''Culture and subculture is an important external
determinant of shopper behaviour'' Discuss in detail.
14. How does technology support CRM? Analyse critically
with reference to a selected industry.
15. Briefly explain the employee relations in stakeholder
relationship management.
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