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BRL 004 Solved Assignment 2021-22


BRL 004 Solved Assignment 2021-22

Customer Service Management

BRL 004 Solved Assignment 2021-22 : All assignments are in PDF format which would be send on email/WhatsApp (9958676204) just after payment.

Course Code : BRL 004

Course Title : Customer Service Management

Assignment Code : BRL 004/TMA/2021-22

Coverage : All Blocks

Maximum Marks: 100

Attempt all the questions.

(A) Short Type Questions

1. Describe the concept of 'Single Bagger' and 'Double Bagger'? Distinguish between them.


2. What are the various kinds of customer services? Discuss with the help of examples.


3. Write notes on the following?


a) Means of identifying the customer needs

b) Changing customer expectations

4. List out the perquisites of selling. Briefly explain each of them.


5. What are the various' customer contact points? Explain their importance for a Retailer?


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6. What do you mean by service quality management? Describe its benefits for a retail organization?


7. Explain the different types of loyalty programmes giving suitable examples.


(B) Essay Type Questions

8. How can a company build a positive culture among employees in a Retail Store? Discuss with examples.


9. Explain the guidelines that you will follow in handling customer complaints with examples.


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BRL 004 Solved Assignment 2021-22 : All assignments are in PDF format which would be send on email/WhatsApp (9958676204) just after payment.


Dear Learner,

You have to submit one assignment in each course, i.e. BRL 004, BRL 004. All these are Tutor Marked Assignments (TMAs). Before attempting the assignments, please read the instructions provided in the Programme Guide carefully.

Kindly note, you have to submit these assignments to the Coordinator of your Study Centre within the stipulated time for being eligible to appear in the term-end examination. You must mention your Enrolment Number, Name, Address, Assignment Code and Study Centre Code on the first page of the assignment. You must obtain a receipt from the Study Centre for the assignments submitted and retain it. Keep photocopies of the assignments with you.

After evaluation, the assignments have to be returned to you by the Study Centre. Please insist on this and keep a record with you. The marks obtained by you will be sent by the Study Centre to the Student Evaluation Division at IGNOU, New Delhi.

Guidelines for Doing Assignments

There are five questions in each assignment, all carry equal marks. Attempt all the questions in not more than 500 words (each). You will find it useful to keep the following points in mind:

Planning: Read the assignments carefully. Go through the units on which they are based, make some points regarding each question and then rearrange them in a logical order

Organization and Presentation: Be analytical in your selection of the information for your answer. Give adequate attention to the introduction and the conclusion. Make sure that your answer is logical and coherent; has a proper flow of information.

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