DISTANCE EDUCATION
M.B.A. DEGREE EXAMINATION, DECEMBER 2017.
Third Semester
SHOPPER BEHAVIOUR AND RELATIONS MANAGEMENT
(2013-2014 Academic Year 2014 Calendar Year Onwards)
Time Three hours Maximum 100 marks
PART A — X 8 40 marks)
Answer any FIVE questions only.
1. What is shopper behaviour? Explain scope of shopper
behaviour.
2. How did you satisfy the customers?
3. What do you understand about post purchase behaviour?
4. What are the issues arises in shopping behaviour?
5. How did culture and sub culture factors affects shopper
behaviour?
6. What do you understand about international perspective
in shopper behaviour?
7. What are the goals of CRM?
8. How environmental management followed in stakeholder
relationship management?
Sub. Code
34
DE-3315
2
Ws9
PART B — X 15 60 marks)
Answer any FOUR questions only.
9. In recent trend, how market segmentation is supported to
shopper behaviour.
10. How you will make ensure that repeat visit by customers
and how do you motivate the customers for
recommendations to others?
11. Briefly explain about Internal Determinants of shopper
behaviour.
12. How did reference groups, family influences and cross
cultural factors affecting shopper behaviour?
13. Briefly explain about concept and components of CRM.
14. Discuss in detail about channel or other partners of
customer relationship management.
15. What are the strategies followed for the sustained
development in stakeholder relationship management?
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