TUTOR MARKED ASSIGNMENT (TMA) Course Code : BRL–004 Course Title : Customer Service Management Assignment Code : BRL–004/TMA/2021-22 Coverage : All Blocks
Title Name
BRL-004 Solved Assignment 2021-2022
University
IGNOU
Service Type
Solved Assignment (Soft copy/PDF)
Course
Bachelor of Business Administration (BBA) in Retailing
Language
ENGLISH
Semester
2021-2022 Course: BBA
Session
July 2021 and January 2022
Short Name
BRL-004
Assignment Code
BRL–004/TMA/2021-22
Product
Assignment of BBA 2021-2022 (IGNOU)
Submission Date
You have to submit the assignment of all the courses to The Coordinator of your Study Centre. For appearing in June Term-end Examination, you must submit assignment to the Coordinator of your study centre latest by 15th March. Similarly for appearing in December Term-end Examination, you must submit assignments to the Coordinator of your study centre latest by 15th September.
Price
RS.150
Attempt all the questions. (A) Short Type Questions 1. Describe the concept of ‘Single Bagger’ and ‘Double Bagger’? Distinguish between them. (10) 2. What are the various kinds of customer services? Discuss with the help of examples. (10) 3. Write notes on the following? a) Means of identifying the customer needs b) Changing customer expectations (10) 4. List out the perquisites of selling. Briefly explain each of them. (10) 5. What are the various’ customer contact points? Explain their importance for a Retailer? (10) 6. What do you mean by service quality management? Describe its benefits for a retail organization? (10) 7. Explain the different types of loyalty programmes giving suitable examples. (10) (B) Essay Type Questions 8. How can a company build a positive culture among employees in a Retail Store? Discuss with examples. (15) 9. Explain the guidelines that you will follow in handling customer complaints with examples.
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