IGNOU BRL 105 SOLVED ASSIGNMENT
BRL 105: Customer Service Management
₹80 ₹30
| Title Name | IGNOU BRL 105 SOLVED ASSIGNMENT |
|---|---|
| Type | Soft Copy (E-Assignment) .pdf |
| University | IGNOU |
| Degree | BACHELOR DEGREE PROGRAMMES |
| Course Code | BBARIL |
| Course Name | Bachelor of Business Administration in Retailing |
| Subject Code | BRL 105 |
| Subject Name | Customer Service Management |
| Year | 2026 2027 |
| Session | - |
| Language | English Medium |
| Assignment Code | BRL 105/Assignment-1/2026 2027 |
| Product Description | Assignment of BBARIL (Bachelor of Business Administration in Retailing) 2026 2027. Latest BRL 105 2026-27 Solved Assignment Solutions |
| Last Date of IGNOU Assignment Submission | Last Date of Submission of IGNOU BEGC-131 (BAG) 2025-26 Assignment is for January 2026 Session: 30th September, 2026 (for December 2025 Term End Exam). Semester Wise January 2025 Session: 30th March, 2026 (for June 2026 Term End Exam). July 2025 Session: 30th September, 2025 (for December 2025 Term End Exam). |
| Format | Ready-to-Print PDF (.soft copy) |
📅 Important Submission Dates
- July 2026 Session: 15th March, 2027
- January 2027 Session: 15th October, 2026
- July 2026 Session: 15th March, 2027
- January 2027 Session: 15th October, 2026
Why Choose Our Solved Assignments?
• Guidelines: Strictly follows 2025-26 official word limits.
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📋 Assignment Content Preview
BRL 105 (July 2026 - January 2027) - ENGLISH
TUTOR MARKED ASSIGNMENT (TMA)
Course Code: BRL—105
Course Title: Customer Service Management
Assignment Code: BRL—105/TMA/2026–27
Coverage: All Blocks
Maximum Marks: 100
Attempt all the questions.
(A) Short Type Questions
Explain the types of customer service. Discuss the parameters that help in good customer service. (10)
What are the means of identifying customer needs? Describe various ways of handling customer objections. (10)
How does the role of salesperson vary with the different retail formats? Explain giving suitable examples. (10)
Explain the types of customer personalities. Discuss in brief the closing methods with suitable examples. (10)
What is service quality? Discuss the issues to be focused for delivering superior service quality. (10)
What is customer experience management? Explain the key areas of customer experience management with suitable examples. (10)
Write short notes on the following: (5+5)
a) Word of mouth
b) Chatbots
(B) Essay Type Questions
a) Explain the types of complainers. Discuss the reasons for customer grievances in a retail organisation. (8+7)
b) Define complaint management. Briefly explain all five stages of complaint management process.
Define customer loyalty. Explain the factors affecting customer loyalty giving suitable examples, also discuss the ways in which customer loyalty is built.
BRL 105 2025 2026 - Hindi
अध्यापक जांच सत्रीय कार्य
पाठ्यक्रम का कोड : बी. आर. एल. - 105
पाठ्यक्रम का शीर्षक : ग्राहक सेवा प्रबंधन
सत्रीय कार्य का कोड : बी. आर. एल. - 105/टी. एम. ए./2025-26
खण्डों की संख्या : सभी खण्ड
अधिकतम अंक : 100
सभी प्रश्नों के उत्तर दीजिए।
(क) लघु प्रकार के प्रश्न
1. ग्राहक सेवा के प्रकारों की व्याख्या करें। अच्छी ग्राहक सेवा में मदद करने वाले विभिन्न मापदंडों पर विस्तार से चर्चा करें?
2. ग्राहक की जरूरतों को पहचानने के विभिन्न साधन क्या हैं। ग्राहक अपेक्षाओं को बदलने पर एक संक्षिप्त (10) नोट लिखें?
3. आप सेवा की गुणवत्ता से क्या समझते हैं? खुदरा संगठनों को सेवा गुणवत्ता प्रबंधन के लाभों की संक्षेप में (10) व्याख्या करें।
4. ग्राहक अनुभव प्रबंधन के प्रमुख क्षेत्रों की व्याख्या करें। ग्राहक अनुभव प्रबंधन के महत्व पर चर्चा करें।
5. ग्राहक वफादारी के महत्व पर चर्चा करें। ग्राहक वफादारी में नवीनतम रुझानों की संक्षेप में व्याख्या करें।
6. ग्राहक शिकायतों के कारणों की व्याख्या करें? शिकायत प्रबंधन प्रक्रिया पर संक्षेप में चर्चा करें।
7.निम्नलिखित पर संक्षिप्त नोट्स लिखें:
(क) सेवा पुनर्प्राप्ति
(ख) कर्मचारी प्रशिक्षण
(ख) निबंध प्रकार के प्रश्न
8.(क) सेवा विपणन त्रिभुज की व्याख्या करें। आंतरिक विपणन के उद्देश्यों और क्षेत्रों पर चर्चा करें।
(ख) संगठनात्मक संस्कृति को परिभाषित करें। सकारात्मक संस्कृति के सिद्धांत क्या हैं?
9.खुदरा विक्रेता के लिए मौखिक संचार के महत्व को समझाएँ। ग्राहक संचार में चुनौतियों पर चर्चा करें।
BRL 105 (July 2026 - January 2027) - HINDI
पाठ्यक्रम का कोड: बी. आर. एल. — 105
पाठ्यक्रम का शीर्षक: ग्राहक सेवा प्रबंधन
सत्रीय कार्य का कोड: बी. आर. एल. - 105/टी. एम. ए./2026 - 27
खण्डों की संख्या: सभी खण्ड
अधिकतम अंक : 100
सभी प्रश्नों के उत्तर दीजिए।
(क) लघु प्रकार के प्रश्न
ग्राहक सेवा के प्रकार बताएं। अच्छी ग्राहक सेवा में मदद करने वाले पैरामीटर पर चर्चा करें। (10)
ग्राहक की जरूरतों को पहचानने के तरीके क्या हैं? ग्राहक की आपत्तियों को संभालने के अलग-अलग तरीकों का वर्णन करें। (10)
अलग-अलग रिटेल फॉर्मेट में विक्रेता की भूमिका कैसे बदलती है? सही उदाहरण देकर समझाएं। (10)
ग्राहक के व्यक्तित्व (Customer Personality) के प्रकार बताएं। सही उदाहरणों के साथ समापन (Closing) के तरीकों पर संक्षेप में चर्चा करें। (10)
सर्विस क्वालिटी क्या है? बेहतर सर्विस क्वालिटी देने के लिए किन बातों पर ध्यान देना चाहिए, इस पर चर्चा करें। (10)
ग्राहक अनुभव प्रबंधन क्या है? सही उदाहरणों के साथ ग्राहक अनुभव प्रबंधन के मुख्य क्षेत्रों को समझाएं। (10)
निम्नलिखित पर संक्षिप्त नोट्स लिखें: (5+5)
(क) वर्ड ऑफ माउथ (लोगों की जुबानी बातें)
(ख) टेलीमार्केटिंग
(ख) निबंध प्रकार के प्रश्न
(क) शिकायत कर्ताओं के प्रकार बताएं। रिटेल संगठन में ग्राहक की शिकायतों के कारणों पर चर्चा करें। (8+7)
(ख) शिकायत प्रबंधन (complaint management) को परिभाषित करें। शिकायत प्रबंधन प्रक्रिया के सभी पांच चरणों को संक्षेप में समझाएं।
ग्राहक निष्ठा को परिभाषित करें। सही उदाहरण देकर ग्राहक निष्ठा को प्रभावित करने वाले कारकों को समझाएं, और उन तरीकों पर भी चर्चा करें जिनसे ग्राहक निष्ठा बनती है।
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| Course Name | Bachelor of Business Administration in Retailing |
| Course Code | BBARIL |
| Programm | Courses |
| Language | English |
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