Description
TUTOR MARKED ASSIGNMENT
COURSE CODE : BRL-013
COURSE TITLE : CUSTOMER VALUE MANAGEMENT
ASSIGNMENT CODE : BRL-013/TMA/2023-2024
COVERAGE : ALL BLOCKS
Maximum Marks: 100
Attempt all the questions:
(A) Short Type Questions
Q.1 What are the areas of service failures in retailing? Briefly explain the strategies
of service recovery.
(10)
Q.2 Define customer value expectation. How does a retailer create right value
expectation in the minds of its customers ?
(10)
Q.3 What do you mean by customer perception? List the factors that influence
perception.
(10)
Q.4 What is customer value communication? What is the need of customer value
communication?
(10)
Q.5 What do you understand by the term service quality? What are the underlying
themes of service quality?
(10)
Q.6 What are the challenges to retailing in India? (10)
Q.7 Explain the 3 Rs of customer value management cycle. (10)
(B) Essay Type Questions
Q.8 Explain the concept of customer retention. Enlist main key points to retain
customers in the business.
(15)
Q.9 Write the benefits of technologies in retail businesses. Discuss the various
technologies used by retailers.
Reviews
There are no reviews yet.