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Admissions

It is a University which is committed to excellence and overall development of the student and one where talent is nurtured and honed in the best possible manner. Come, be a part of our never-ending journey of accomplishments and accolades.

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Placements

Excellent education not only imparts knowledge, but also paves the way for a promising and successful career. The Placement Cell at The IIS University has numerous success stories to narrate in this regard...

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Life@IIS Univ

Life @ IISU is nothing less than a kaleidoscope of myriad hues; complete with vibrant events and memorable occasions to cherish for a lifetime.

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Academics

Taking the age-old tradition of enlightenment through education forward, The IIS University - in its continuous pursuit of excellence - firmly believes that an institution’s academic profile determines its worth and value. Therefore, on offer are a wide variety of both conventional and contemporary programmes of study.

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Research

To stimulate curiosity and cater to the global needs of a dynamic education, The IIS University - since inception - has been promoting and encouraging research-based experiential learning among all its students.

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About Us

The IIS University, with its perfect amalgamation of innovation, inspiration and synergy, aims to be a model institution for students across disciplines and programmes.

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IIS Univ
  • Admissions

    It is a University which is committed to excellence and overall development of the student...

  • Placements

    Excellent education not only imparts knowledge, but also paves the way for...

  • Life@IIS Univ

    Life @ IISU is nothing less than a kaleidoscope of myriad hues; complete with...

  • Academics

    Taking the age-old tradition of enlightenment through education forward,...

  • Research

    To stimulate curiosity and cater to the global needs of a dynamic education,...

  • About Us

    The IIS University, with its perfect amalgamation of innovation, inspiration...

IIS (Deemed to be University)

Gurukul Marg, SFS, Mansarovar, Jaipur 302020, (Raj.) India

Phone:- +91-141-2400160-61, 2397906-07,

Fax: 2395494,2781158, Toll Free No.: 1800 180 7750

Customer Service & Personnel Selling in Retailing | Business Studies

Customer Service & Personnel Selling in Retailing

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Paper Code: 
BSR 417
Credits: 
3
Contact Hours: 
45.00
Max. Marks: 
100.00
Objective: 

 

This course aims at providing knowledge about importance of customer service in retail and  role of sales personnel in retail.

8.00
Unit I: 
CUSTOMER SERVICE:

 Meaning, Importance of service in Retail, Steps in evolving effective customer service model in retail

10.00
Unit II: 
SERVQUAL GAPS Model:

 Steps in reducing customer service gap, Collecting customer information and enhancing loyalty, Service recovery

12.00
Unit III: 
Customer Relationship Management:

Meaning, CRM Structure, CRM Process (Customer data collection, Data analysis, Target customer identification, Development of Customer Relationship Management program, Implementation)

8.00
Unit IV: 
PERSONAL SELLING:

Role of Personal Selling in Retail, Retail Selling Process, Difference between Advertisement and Personal Selling, Role of Sales Personnel in retail organization

7.00

Duties and Responsibilities of Sales Personnel, Traits of Sales Personnel, Qualities of Sales Personnel – Appearance – Communication – Vocabulary – Building Rapport – Ego problems – Adequacy of Knowledge

Essential Readings: 
  1. Pradhan, Swapna, Retail Management ,Tata McGraw-Hill Publishing
  2. Levy, Michael and Weitz, Barton A., Retailing Management, Tata McGraw-Hill Publishing Company Ltd., New Delhi, 2003
  3. Davidson, William R., Stampfl W., Sweeney, Daneil J., Retailing Management, John Wiley & Sons Inc
  4. Sudha, G.S., Advertising and Sales Promotion, Ramesh Book Depot, Jaipur
References: 

 

1.      Dunne &Lusch, Retailing, South-Western Educational Publishing, 2004, 5th Edition

2.      Retail Management, ICFAI Centre for Management Research, Hyderabad, May, 2003.

3.      Berman, Berry, Evans, Joel R., Retailing Management- A Strategic Approach, Prentice Hall

 

Academic Year: 
2015-2016
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