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.
(4+6)
2. (i) Describe the importance of
product knowledge.
(5+5)
(ii) How can you build product
knowledge in a retail outlets.
3. Explain the factors which influence
service quality expectations of the consumers relating to retail organization.
10
4. Explain the key areas of Customer
Experience Management.
10
5. Describe the importance of customer
loyalty with examples.
10
6. What do you mean by customer
grievance? Discuss the reasons for customer grievances. Substantiate your
answer with examples.
(3+7)
7. Write notes on the following?
(5+5)
(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.
(3+12)
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.
(7+8)
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BRL 004 Solved Assignment Solved Assignment 2020-21 :- Those students who had
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it'd take 40 days to declare BRL 003 Solved Assignment 2020-21
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