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IGNOU BRL 105 Solved Assignment 2026-27 English Medium PDF Download Details

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Course Code	BRL 105
Course Title	Customer Service Management
Session	2026 – 2027
Medium	English
Assignment Code	BRL–105/TMA/2026-27

IGNOU BRL 105 Solved Assignment 2026-27 English Medium Question Paper

BRL 105 : Customer Service Management

(A) Short Type Questions

1. Explain the types of customer service. Discuss the parameters that help in good customer service.

2. What are the means of identifying customer needs? Describe various ways of handling customer objections.

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

4. Explain the types of customer personalities. Discuss in brief the closing methods with suitable examples.

5. What is service quality? Discuss the issues to be focused for delivering superior service quality.

6. What is customer experience management. Explain the key areas of customer experience management with suitable examples.

7. Write short notes on the following:

a) Word of mouth

b) Chatbots

(B) Essay Type Questions

8. a) Explain the types of complainers. Discuss the reasons for customer grievances in a retail organisation.

b) Define complaint management. Briefly explain all five stages of complaint management process.

9. Define customer loyalty. Explain the factors affecting customer loyalty giving suitable examples, also discuss the ways in which customer loyalty is built.

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