Download PTU B.Sc (ATHM) 2020 March 1st Sem 11535 Customer Care And Interpersonal Skills Question Paper

Download PTU (I.K. Gujral Punjab Technical University Jalandhar (IKGPTU) B.Sc Airlines Tourism and Hospitality Management (B.Sc ATHM) 2020 March Previous Question Papers

1 | M-11535 (S2)-1637
Roll No. Total No. of Pages : 02
Total No. of Questions : 09
B.Sc.(ATHM) (2014 to 2017) (Sem.?1)
CUSTOMER CARE & INTERPERSONAL SKILLS
Subject Code : BTA-05
M.Code : 11535
Time : 3 Hrs. Max. Marks : 60
INSTRUCTION TO CANDIDATES :
1. SECTION-A is COMPULSORY consisting of TEN questions carrying TWO marks
each.
2. SECTION-B contains FIVE questions carrying FIVE marks each and students
have to attempt any FOUR questions.
3. SECTION-C contains THREE questions carrying TEN marks each and students
have to attempt any TWO questions.

SECTION-A
1. Explain briefly :
a) Kinesics
b) Dissatisfied customer
c) Complaint management
d) External customer
e) Customer feedback
f) Brand loyalty
g) Customer delight
h) Quality
i) Customer care
j) After sale support


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1 | M-11535 (S2)-1637
Roll No. Total No. of Pages : 02
Total No. of Questions : 09
B.Sc.(ATHM) (2014 to 2017) (Sem.?1)
CUSTOMER CARE & INTERPERSONAL SKILLS
Subject Code : BTA-05
M.Code : 11535
Time : 3 Hrs. Max. Marks : 60
INSTRUCTION TO CANDIDATES :
1. SECTION-A is COMPULSORY consisting of TEN questions carrying TWO marks
each.
2. SECTION-B contains FIVE questions carrying FIVE marks each and students
have to attempt any FOUR questions.
3. SECTION-C contains THREE questions carrying TEN marks each and students
have to attempt any TWO questions.

SECTION-A
1. Explain briefly :
a) Kinesics
b) Dissatisfied customer
c) Complaint management
d) External customer
e) Customer feedback
f) Brand loyalty
g) Customer delight
h) Quality
i) Customer care
j) After sale support


2 | M-11535 (S2)-1637
SECTION-B
2. Write the detail note on after sale services.
3. Why are some service providers better than others? Discuss in detail.
4. ?Complaint management plays an important role in the business success?. Elaborate the
statement.
5. What are the key areas of customer care?
6. Explain the importance of grooming towards customer satisfaction.

SECTION-C
7. What do you mean by quality in customer satisfaction? How can this be converted to
customer delight?
8. Who is a customer? Differentiate between internal and external customer.
9. Write the detail note on importance of customer care and complaint management in
hotels.









NOTE : Disclosure of Identity by writing Mobile No. or Making of passing request on any
page of Answer Sheet will lead to UMC against the Student.
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