IGNOU BRL-105 Assignment 2026-27
Customer Service Management
Last updated by IGNOU: 07 Aug 2026. Guide written from the official PDF on 23 Oct 2026, 04:10 am.
| Course code | BRL-105 |
|---|---|
| Course title | Customer Service Management |
| Programme | Bachelor of Business Administration in Retailing (BBARIL)BBARIL |
| School | School of Management Studies |
| Assignment code | BRL-105/TMA/2026-27 |
| Session |
About the BRL-105 assignment
The BRL-105 assignment covers all blocks of Customer Service Management in the third semester of BBARIL. Topics include customer needs, service quality, sales roles, customer experience, complaint handling and customer loyalty.
This Tutor Marked Assignment has nine compulsory questions worth 100 marks. Section A contains seven short-type questions worth 10 marks each, including a short-note question divided into two parts. Section B contains two essay-type questions worth 15 marks each. The assignment carries 30% of the final assessment.
What the assignment asks
| Question | Marks | Topic |
|---|---|---|
| Q1 | 10 | Explain different forms of customer service and the factors that contribute to effective service. |
| Q2 | 10 | Describe how customer needs can be identified and how customer objections can be handled. |
| Q3 | 10 | Explain how a salesperson’s responsibilities differ across retail formats, using relevant examples. |
| Q4 | 10 | Discuss customer personality types and sales-closing methods with examples. |
| Q5 | 10 | Explain service quality and the areas retailers need to address to deliver a high standard of service. |
| Q6 | 10 | Explain customer experience management and its main areas, supported by examples. |
| Q7 | 5+5 | Write brief notes on word-of-mouth communication and chatbots. |
| Q8 | 8+7 | Discuss types of complainants, causes of retail customer grievances, and the meaning and five stages of complaint management. |
| Q9 | 15 | Explain customer loyalty, the factors influencing it with examples, and ways of building it. |
This is a summary of each question. Download the official PDF above for the exact questions and word limits.
Assignment details and PDFs come from IGNOU's official website; the guide is a summary of the official PDF. Always check the latest instructions and last dates on ignou.ac.in or with your Regional Centre before submitting.