BRL-13 Customer Value Management Solved Assignment 2021-2022

BRL-13 Customer Value Management

Solved Assignment 2021-2022

TUTOR MARKED ASSIGNMENT
Course Code : BRL-13
Course Title : Customer Value Management
Assignment Code : BRL-13/TMA/2021-22
Coverage : All Blocks

Attempt all the questions.
(A) Short Type Questions
1. Explain the different stages of perceptual process. (10)
2. “Customer interaction is a dominant factor in marketing strategies because
it’s the interaction with customers which diverts customer’s expectations
and perception towards retention and loyalty of customers.” Elaborate.
(10)
3. Discuss the various tools used by retailers for customer value
communication.
(10)
4. Describe the various strategies for customer retention? (10)
5. Explain the potential areas of service failures in retailing. (10)
6. Discuss the various technologies used by retailers to deliver value to their
customers.
(10)
7. “India is a land of ‘unity in diversity’ which poses a great challenge to
retailers.” Elaborate.
(10)
(B) Essay Type Questions
8. What do you mean by Customer Value Expectations? Elaborate various
determinants of the customer value expectations.
(15)
9. What do you understand by the term Service Quality? Briefly describe the
gaps model and explain the significance of the five gaps that the model
identifies.

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