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 | December, 2016 | |
| City, State | new delhi, |
Question Paper
1. Define customer value. Explain the benefits of customer value management to a retailer.
2. Explain the various types of customer knowledge and its importance.
3. State the need and importance of customer value communication.
4. What is integrated marketing communication What are its benefits?
5. Explain the SERVQUAL model of service quality.
6. Discuss the different customer retention strategies.
7. Explain the concept of service recovery and various recovery strategies.
8. Explain the various types of technologies used by retailers to create customer delivery value.
9. Write short notes on any two of the following:
Customer Value Perception
Customer Loyalty Grid
Determinants of Customer Value
Positioning of Retail Services
2. Explain the various types of customer knowledge and its importance.
3. State the need and importance of customer value communication.
4. What is integrated marketing communication What are its benefits?
5. Explain the SERVQUAL model of service quality.
6. Discuss the different customer retention strategies.
7. Explain the concept of service recovery and various recovery strategies.
8. Explain the various types of technologies used by retailers to create customer delivery value.
9. Write short notes on any two of the following:
Customer Value Perception
Customer Loyalty Grid
Determinants of Customer Value
Positioning of Retail Services
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