Solve your IGNOU Doubts
Solve your IGNOU Doubts
Question:

 Read the passage given below and answer the questions that follow: 

Alexander Fleming was a Scottish bacteriologist who is best known for his discovery of penicillin,
the world's first antibiotic. Fleming's discovery revolutionized the medical field and has saved
countless lives. Born in 1881 in Lochfield, Scotland, Fleming showed an early interest in science. He
studied medicine at St. Mary's Hospital Medical School in London, where he later worked as a
researcher.

In 1928, while experimenting with influenza virus, Fleming noticed that a mold called Penicillium
notatum had killed a number of bacteria on a petri dish. He isolated the mold and found that it
produced a substance, which he named penicillin, that was effective against a wide range of harmful
bacteria. Despite the potential of his discovery, Fleming's initial findings did not receive much
attention, and it was only years later, with the help of other scientists, that penicillin was developed
into a widely-used antibiotic.

Fleming's work earned him numerous accolades, including the Nobel Prize in Medicine in 1945.
Despite his fame, he remained humble and dedicated to his work. Fleming's discovery not only
transformed the treatment of bacterial infections but also paved the way for future research in
antibiotics and immunology. He passed away in 1955, leaving behind a legacy of scientific
achievement and medical advancement.

1. Fleming's discovery of ________ revolutionized the medical field.
a) mold b) influenza virus c) penicillin d) bacteria e) antibiotics
2. Alexander Fleming showed an early interest in ______.
a) sports b) medicine c) teaching d) literature e) business
3. Fleming's discovery initially received ______.
a) widespread acclaim b) significant funding c) little attention d) immediate application e)
none of the above
4. Penicillin was found to be effective against a wide range of ______.
a) viruses b) fungi c) harmful bacteria d) insects e) plants
5. Fleming remained ______ despite his fame.
a) arrogant b) humble c) distant d) indifferent e) disillusioned
6. Fleming's work earned him numerous accolades, including the ______.
a) Pulitzer Prize b) Nobel Prize in Medicine c) Oscar d) Grammy e) Booker Prize
7. Fleming's discovery transformed the treatment of ______.
a) viral infections b) bacterial infections c) genetic disorders d) neurological conditions e)
cardiovascular diseases
8. Write the word similar to 'humble' from the passage.
9. Write a synonym of the 'discovery'.
10. Write the opposite of the word 'humble'.

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Question:

Explain the concept of internal customer satisfaction through an appropriate retail example.

 What do you understand by educating the customer. Discuss the advantages and pitfalls therein.

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Question:

Discuss the reasons for customer grievances. Explain how aggrieved customers behave when they identify and experience service deficiencies and failures.

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Question:

Loyalty programmes

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Question:

 Customer satisfaction

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Question:

Discuss the benefits of service quality management to a retail firm. What are the issues to be focused for delivery of superior service quality

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Question:

Explain the types of customer personalities. Describe the methods through which closing of sales can be effectively done.

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Question:

How does the role of salesperson vary with the different retail formats? Explain giving suitable examples.

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Question:

What are the main reasons of customer objections? Describe various ways of handling customer objections.

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Question:

Briefly explain the classification of customer service with examples. Discuss the goal of any customer service.

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Question:

What is customer service? What do you understand by the terms 'single bagger' and 'double bagger'? Explain with examples.

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Question:

What is non verbal communication? Explain the various types of nonverbal communication process.

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Question:

Explain the concept of Transactional analysis and its application to retail interactions.

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Question:

What are the benefits of Listening? Discuss the types of listening and poor listening habits.

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Question:

Write about five best practices of customer communication management.

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Question:

Define leadership. What are the functions of leadership? Explain the different leadership styles.

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Question:

What is intercultural sensitivity? Elaborate.

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Question:

What is accounting process? Explain the important of books and accounts.

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Question:

What are the various types of plans? Explain in detail.

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Question:

What are the design considerations for working out a suitable retail organization structure? Explain.

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