Attempt all the questions.

(A) Short Type Questions

1. What do you understand by customer service? Explain the role of salesperson in providing customer service. 

2. Discuss the basics of sales closing techniques?  

3. List out the prerequisites of selling. Briefly explain each of them. 

4. What is service quality? Explain the dimensions of service quality. 

5. Explain the key areas of customer experience management? 

6. What do you understand by customer loyalty? Explain the factors affecting customer loyalty. 

7. Write short notes on:

a) Customer personalities

b) Meeting and greeting customers 

(B) Essay Type Questions

8. Describe the different ways of handling customer objections. Give suitable examples. 

9. What are the different means of identifying customer needs? Discuss with suitable examples.