Ques 1.

What do you understand by customer service? Discuss the importance of customer service for a retailing organization.

Ques 2.

What do you mean by preparation to sell? Explain the important steps in "preparation to sell" with examples

Ques 3.

List out the perquisites of selling. Briefly explain each of them with suitable examples.

Ques 4.

What are the factors influencing the expected service quality of the customers? Explain the determinants of service quality.

Ques 5.

Explain the key areas of Customer Experience Management (CEM). Discuss the benefits of CEM with examples.

Ques 6.

Explain the various types of complainers. Discuss the guidelines for handling consumer complaints.

Ques 7.

Explain the importance of service recovery. Discuss the different strategies for service recovery

Ques 8.

Define customer loyalty. Explain the factors affecting customer loyalty by giving examples.

Ques 9.

Discuss the types of customer loyalty.

Ques 10.

What are the principles of a positive culture? How can companies build positive culture among new employees. Discuss with suitable examples.