Customer Relationship and Retail Management 2014 Question Paper [Gauhati University BCom Marketing Management Major]

In this post, we have shared the Gauhati University Customer Relationship Management and Retail Management Question Paper 2014 (Non-CBCS Pattern). While Customer Relationship and Retail Management are two separate subjects under the FYUGP NEP syllabus, the Non-CBCS pattern combined both topics into a single paper.

This question paper is highly beneficial for FYUGP NEP 4th Semester students of Marketing Management Major, as it covers key concepts relevant to both subjects. We strongly recommend studying this Gauhati University FYUGP NEP B.Com 4th Semester Customer Relationship and Retail Management question paper from 2014 Marketing Management Major thoroughly to enhance your preparation. This resource will help you master important topics under both Customer Relationship and Retail Management, ensuring a comprehensive understanding for your Marketing Honours Course.

2014

CUSTOMER RELATIONS AND RETAIL TRADE MANAGEMENT

Full Marks: 80

Time: 3 hours

(The figures in the margin indicate full marks for the questions)

1. Answer the following questions as directed: (1x10=10)
a) Customer defection is also known as _______.

1. Disloyal Customer

2. Churn

3. Lapsed Customer

4. Ex-customer

b) What is the full form of ‘FUD’?

c) IDIC framework in CRM is associated with _______.

1. One-to-one Marketing

2. Customization

3. Personalization

4. None of the above

d) What is the maximum period to implement a CRM project to avoid the risk of failure?

e) What is the full form of ‘MKIS’?

f) The purpose of the CRM process is to originate a powerful tool for the customer.

1. Retention

2. Exploration

3. Acquisition

4. All of the above

g) What is brick-and-mortar retailing?

h) Name the theory propounded by S. C. Hollander.

i) Which stores are known as “mom-and-pop” stores?

2. Answer the following questions: (2x5=10)
a) What are the five stages of the customer life cycle?
b) State two primary objectives of the CRM process.
c) Outline two factors responsible for the emergence of mall culture in India.
d) What do you mean by ‘Anchor Store’?
e) Define Relationship Marketing.

3. Write short notes on any four of the following: (5x4=20)

1. Customer Lifetime Value

2. Role of Information Technology in CRM

3. Relationship-based pricing

4. Retail Mix

5. Hypermarket

6. Cross-Docking

4. State five inputs for acquisition and requisites for making acquisition effective. (5+5=10)

Or

Outline the CRM process of a marketing organization, specifying the key responsibilities of the functional heads. (10)

5. Elaborate in detail the principles of Retailing. (10)

Or

Explain in detail the various components of PEST Analysis. (10)

6. Mention the reasons for the growth of Direct Marketing in India. How is it different from Conventional Marketing? (5+5=10)

Or

What are the essential features of a popular e-Marketing Website? (10)

7. What are the three basic hurdles in maintaining an ideal tenant mix? How can such hurdles be overcome? (5+4=10)

Or

What are the objectives of Market Logistics? Why is importance on market logistics increasing day by day in India? (5+5=10)

-000-

Also Explore:

• GU NEP BCom 4th Sem All Previous Year Question Paper,Solved Papers, Important Questions