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ML0015
1 Define
Customer Relationship Management (CRM). Explain the basic requirements for CRM
implementation process.
Definition of CRM
Basic requirements for CRM implementation
2 What do
you mean by Service quality? Briefly describe the steps involved in Gap
analysis.
Explanation of Service quality
Steps involved in Gap analysis.
3 What do
you mean by Service marketing? Describe the services marketing triangle in
detail with figure.
Definition of Service marketing
Services marketing triangle
4 What do
you mean by Customer acquisition in service marketing? What are all the
essential requisites for an Organisation to be effective in its acquisition
efforts?
Definition of Customer acquisition
Essential requisites
5 Write a
short notes on:
A. Branding
of services
B.
Differentiate between branding services and branding products.
A. Branding of services
B. Differentiate between branding services
and branding products.
6 Write a
short notes on :
A.
Self-service Technologies with examples
B. Customer
Interaction Management(CIM)
A. Self-service Technologies with examples
B. Customer Interaction Management(CIM)
ML0016
1 Define
Sales promotion. Explain the tools and techniques of consumer sales promotion.
Definition of Sales promotion
Tools and techniques
2 Write a
short notes on:
A. Gesalt
Psychology
B. Attitude
change
3
Advertising is a paid form of communication. It has gained its significance
since it attempts to build a positive attitude towards a product. Explain the
characteristics and objectives of advertising.
Definition of advertising
Characteristics
Objectives
4 What is
“above the line” and “below the line” activities with respect to marketing
communications? Explain the concept in detail.
Define media
Explanation of the concepts
5 Explain
Advertising standards council of India (ASCI) and also discuss the Forms of
ethical violations in Advertising.
Explanation of ASCI
Forms of ethical violations
6 What do
you understand by ‘Advertising’? Describe any five factors that affect marketing
and advertising.
Definition of Advertising
Factors
ML0017
1 Elaborate the different models for malls.
Explanation of three types of
model
2 What are the characteristics of
international standards of shopping malls?
Explanation
3 “Developing a suitable tenant mix plan is
crucial to the success of a tenant management strategy in malls. There are
certain guiding factors that help in determining an appropriate tenant mix”.
Comment
Explanation of the statement
4 “Branding creates and communicates a set of
feelings, relations and potentials about a specific company”. Comment on the
experiential marketing in this context.
Explanation of experiential
marketing
5 “Adoption of new technologies is
constrained by a couple of factors”. Explain such factors.
Explanation of Factors that
affect organization
6 Describe the steps of emergency management.
Explanation
ML0018
1 Explain PERT and its advantages.
Explanation of PERT
Explanation of Advantages
2 “Project ideas pass through a brainstorming
process which requires a judgmental process. Explain this judgmental process in
detail.
Explanation
3 Describe the components for retail project
formulation.
Explanation
4 Elaborate the essential skills required for
appraisal of the managerial team for a retail project.
Explanation
5 Explain the techniques for planning retail
project activities.
Explanation
6 Write short notes on:
a) Gantt Chart
b) Fishbone Diagrams
a) Meaning
b) Meaning
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