DISTANCE EDUCATION
M.B.A. DEGREE EXAMINATION, DECEMBER 2017.
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. Discuss the internal determinants of shopper behaviour.
2. Give a brief note on post purchase behaviour.
3. Explain the importance of CRM.
4. Narrate the significance of shopper decision process in
ensuring customer satisfaction.
5. Write a short note on 'customer equity'.
6. Briefly explain the role of shopper behaviour in market
segmentation.
7. Explain the concept of stakeholder relationship
management.
8. What are the components of customer relationship
management?
Sub. Code
31
DE-3105
2
Ws 5
PART B — × 15 60 marks)
Answer any FOUR questions.
9. Narrate the significance of studying shopper behaviour.
10. Give a brief account on influence of personality of shopper
behaviour.
11. How do your family and reference groups influence your
purchase decision?
12. How do the culture and sub culture is an important
external determinant of shopper behaviour?
13. Discuss the importance of customer life time value.
14. Narrate the process of problem solving by shopper
decision.
15. Briefly explain the responsibilities of customer relation
management and their contributions.
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