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

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Roll No. Total No. of Pages : 02

Total No. of Questions : 09

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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

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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

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1. Explain briefly :
   1. Kinesics
   2. Dissatisfied customer
   3. Complaint management
   4. External customer
   5. Customer feedback

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   6. Brand loyalty
   7. Customer delight
   8. Quality
   9. Customer care
   10. After sale support

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SECTION-B

1. Write the detail note on after sale services.
2. Why are some service providers better than others? Discuss in detail.
3. “Complaint management plays an important role in the business success”. Elaborate the statement.

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4. What are the key areas of customer care?
5. Explain the importance of grooming towards customer satisfaction.

SECTION-C

1. What do you mean by quality in customer satisfaction? How can this be converted to customer delight?
2. Who is a customer? Differentiate between internal and external customer.

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3. 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.