BRL 004 Solved Assignment 2020-21


Solved Assignment 2020-21


Course Code : BRL 004

Course Title : Customer Service Management

Assignment Code : BRL-004/TMA/2020-2021

Coverage : All Blocks


Maximum Marks: 100

Attempt all the questions


(A) Short Answer Type Questions

1. What do you mean by customer service ? Discuss the impact of good and bad customer service on the customers. Substantiate your answer with suitable examples.


2. (i) Describe the importance of product knowledge.


(ii) How can you build product knowledge in a retail outlets.

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3. Explain the factors which influence service quality expectations of the consumers relating to retail organization.


4. Explain the key areas of Customer Experience Management.


5. Describe the importance of customer loyalty with examples.


6. What do you mean by customer grievance? Discuss the reasons for customer grievances. Substantiate your answer with examples.


7. Write notes on the following?


(i) Employee training

(ii) Types of customer personalities

(B) Essay Type Questions

8. What do you mean by customer objections ? Explain various ways for handling customer objections.


9. How can you understand the customers based on time, type, talk and tone ? Explain the characteristics of customers based on the above criteria along with the techniques to handle them.


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