Ques 1.

What are the areas of service failures in retailing? Briefly explain the strategies of service recovery.

Ques 2.

Define customer value expectation. How does a retailer create right value expectation in the minds of its customers ?

Ques 3.

What do you mean by customer perception? List the factors that influence perception.

Ques 4.

What is customer value communication? What is the need of customer value communication?

Ques 5.

What do you understand by the term service quality? What are the underlying themes of service quality?

Ques 6.

What are the challenges to retailing in India?

Ques 7.

Explain the 3 Rs of customer value management cycle.

Ques 8.

Explain the concept of customer retention. Enlist main key points to retain customers in the business.

Ques 9.

Write the benefits of technologies in retail businesses. Discuss the various technologies used by retailers.