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PROGRAM
Master of
Business Administration – MBA
SEMESTER
IV
SUBJECT
CODE & NAME
MKT401
Services
Marketing and Customer Relationship Management
SET
1
Services
3
Characteristics 7
Answer-
Services-
A
service is an intangible activity offered by one person/party to another as a
result of which the receiving party is benefited in some way. This activity may
or may not be offered along with a tangible product. In all the examples just
cited, the beneficiary or customer gains from the activity because it has been
offered to him/her at a time when it was desired and at a price which was
affordable. In other words, a service creates some value for the customer at
the right time by bringing about a desired change. For example, the service
offered to you at a restaurant is experienced by
Q.2 Explain the various types of conflicts in marketing
services.
Types of conflicts
10
Answer-
Types
of Conflicts in Marketing Services-
Front-line
employees generally face interpersonal and inter-organizational conflicts in
their line of work. Their feelings of aggravation and harassment, if left
unattended, lead to stress and dissatisfaction with work. It may also
negatively affect their ability to serve customers. Since they
Qus:3 Write short notes on:
a. Flanking Attack
b. Guerrilla Attack
Answer:
a. Flanking Attack-
Flanking attack involves attacking
unguarded or weakly guarded grounds. I means attacking geographical areas or
market segments where the defender is
poorly represented. The market does not consider the
SET
2
Qus:1 What do you mean by E-CRM?
Explain various benefits of E-CRM.
E-CRM
Benefits
Answer:
E-CRM-
e-CRM
is the effective use of the internet as well as various touch-points as well
other means of using telecommunications to better manage and initiate ties with
existing and potential customers. Today, several e-
Q2. Write short notes on:
i. Service Delivery Encounter 5
ii. Service Recovery 5
Answer-
i. Service Delivery Encounter-
Service
Delivery Encounter
A
service encounter occurs when the producer and the consumer meet so that the
latter can receive the benefits that the
.
Qus:3 Explain the CRM implementation process.
CRM implementation process.
Answer:
CRM implementation process-
Customer life cycle focuses on
understanding the different stages of life of a customer and the value attached
to each stage for delivery of need-based products and services at his doorstep
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DRIVE
Fall 2018
PROGRAM
MBADS (SEM 4/SEM
6) MBAFLEX/ MBA (SEM 4)
SUBJECT CODE
& NAME
MKT402/ML0016-
Advertising Management and Sales
Promotion
SET 1
Q.1
Describe the AIDA model of consumer response hierarchy..
AIDA
Model 10
Answer-
AIDA
model of consumer response hierarchy-
The traditional response
models propose that a consumer typically moves through various stages of
responses ranging from first becoming aware about a product to finally
purchasing it. These responses can typically be divided into cognitive,
affective and behavioural responses. For each stage of consumer readiness or
response, communicators must perform specific actions. For example, the
communicator might need to imprint something into the consumer’s mind
(cognitive response),
Q.2
List some of the factors that affect advertising in India. Factors that affect
advertising in India. 10
Answer-
factors
that affect advertising in India-
Industrial
growth
Industrial growth is
difficult to measure in absolute terms because when one sector is doing well,
another may not be. Industrial lending is a key indicator. Big industries have
been in a tight spot since 2008–09
Q.3
Write Short notes on:
i.
Media Planners 5
ii.
Media Buyers 5
Answer-
Media planner-
It is the job of the media planners and executives to select the best
combination of media to get the maximum mileage out of the client’s budget.
They allocate and distribute the advertising budget sanctioned by the client
amongst different media. Their role may include analysing target audiences,
keeping abreast of media developments, obtaining media costs, discovering
market trends and understanding motivations of consumers. Thus, media planning
requires an analysis of both quantitative and qualitative information. They
have at their fingertips the composition, break-up
Set 2
Q.1:
What are the various factors that are influencing in setting of budget?
Various
factors influencing budget setting
Answer-
Various
factors influencing budget setting-
Historical
method:
Some companies, due to intellectual laziness, lack of enterprise or sheer
complacency, may not wish to go deep into how the advertising budget works, or
may be turned off by the
Q.2:
Explain the theories of Advertising in detail.
Explain
the theories of Advertising in detail.
Answer-
Explain
the theories of Advertising in detail-
Every day people
are exposed to thousands of selling messages, not necessarily through
advertising. Each is trying to sell something the target may or may not want.
All this horrific competition for the target’s
The
Accessibility and
Q.3:
What are the various media that may be used for direct marketing? What are
their pros and cons?
Explanation
of concepts
Pros
and Cons
Answer-
Explanation
of concepts-
Direct
mail
however remains one of the most inexpensive and heavily used media for direct
marketing. In spite of the rise in postal charges, it remains the favoured tool
due to its ability for personalization of mail, flexibility and testability. It
allows businesses to target individuals with known credit rating,
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DRIVE
Fall 2018
PROGRAM
MASTER OF BUSINESS
ADMINISTRATION (MBA)
SEMESTER
IV
SUBJECT CODE &
NAME
MKT403- E-MARKETING
SET-I
Q.1 What are the direct and
indirect benefits of e-marketing?
Direct benefits of e-marketing 5
Indirect benefits of
e-marketing 5
Answer-
Benefits of
E-Marketing-
The benefits of e-marketing
can be classified into two main categories:
1. Direct benefits
2. Indirect benefits
1. Direct
benefits
The efficiency of
e-marketing provides direct advantages like minimum requirement for manual
processing and extremely accurate e-marketing procedures. It also reduces the
expenditure on administration. Trading partners are not required to repeatedly
key in information, which makes the trading cycle
Q.2 What are the main Fears and
Phobias of Online Customers? Explain how to Handle Safety and Security Concerns
of Customers?
Fears and Phobias of Online
Customers 5
How to Handle Safety and Security
Concerns of Customers 5
Answer-
Fears and
Phobias of Online Customers-
Online buying has become a
very important form of buying and selling today, but this new form poses its
own set of problems. Consumers who are too analytical in their purchase and
want to compare sizes, quality and companies after seeing the product are the
most challenging among the consumers. These people do not believe in online
marketing. They would want to go to a store and physically
Q.3 Write short notes on
·
E-Mail
Marketing 2.5
·
Social
Media Marketing 2.5
·
Pay-Per-Click
Advertising 2.5
·
Classified
Advertising 2.5
Answer-
E-Mail Marketing
E-mail marketing can be said
to be the dissemination of a commercial message through electronic mail
(e-mail). E-mails can be used to send advertisements, solicit sales or
donations, request
SET-II
Qus.1
Explain the advertising media commonly used by businesses to implement their
e-marketing plans.
Advertising
media commonly used by businesses to implement their e-marketing plans. 10
Answer-
There are many different types of
advertising media that marketing managers can choose from in order to create a
successful marketing strategy. This lesson covers some of those options,
including printed media, television and outdoor media
Qus.2
What are the word-of-mouth marketing techniques? 10
Answer-
Word-of-mouth can be an effective
way of gaining new clients without investing too much in new marketing
programs. According to the Word of Mouth Marketing Association, word-of-mouth
marketing happens as the result of a
.
Qus.3
Define patent & trade secrets in Digital Property. Differentiate between
patents and trade secrets.
Patent in Digital Property 3
Trade secrets in Digital Property. 3
Difference between patents and trade
secrets. 4
Answer-
Patent
in Digital Property
Creativity and invention are
highly valued within the United States as reflected by patent laws dating back
to 1790, with mention of intellectual property even included in the U.S.
Constitution. Protecting these ideals was seen as key to promoting an innovative
spirit within American society and encouraging the creation of new products.
Ultimately, a steady influx of new products and services translates into a
healthy economic
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Complete Smu assignments available in rs
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If your questions not match with assignment, don’t worry we will provide by
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DRIVE
Fall 2018
PROGRAM
MBADS (SEM 4/SEM 6)
MBAFLEX/
MBA (SEM
4)
SUBJECT
CODE & PGDMMN (SEM 2)
NAME
MK0018–
International Marketing
SET 1
1 Differentiate between GATT and WTO
GATT
WTO
Answer: GATT is a multilateral treaty among the member
countries that lays down certain agreed rules for conducting international
trade. The member countries contribute together to four-fifth of the total
world trade. It is interesting to note that underdeveloped countries form a
sizable majority in GATT. The basic aim of GATT is to liberalise world trade
negotiations among members countries and, for the last forty seven years, it
has been concerned with negotiations on the reduction, even the elimination of
trade barriers – tariff and non-tariff – between countries and improving trade
relations so that the international trade flows freely and swift
2 Write short notes on the following:
A.
International franchising
B.
International contract manufacturing
Answer: a) Franchising is basically a specialized form of
licensing in which the franchiser not only sells intangible property to the
franchisee, but also insists that the franchisee agree to abide by strict rules
as how it
3 What are the stages in which international
markets are screened and analysed?
4
Stages
Answer: Step One – Country Identification
The
World is your oyster. You can choose any country to go into. So you conduct
country identification – which means that you undertake a general overview of
potential new markets. There
SET 2
1 What is counter-trade? Describe the
various types of counter-trade.
Explanation
of the concepts
Types
Answer: Counter trade constitutes an estimated 5-30 percent of
total world trade. Counter-trade greatly proliferated in the 80s. Counter-trade
is one of the oldest forms of trade in the government mandate to pay for goods
and services with something other than cash. It is a practice that requires a
seller as a condition of sale to commit contractually to reciprocate and undertake
certain business initiative that compensate and benefit the buyer. In short, a
good-for-goods deal is Counter-trade.
There
2 Discuss the
role of sales promotion and personal selling in international marketing.
Sales
promotion
Personal
Selling
Answer: Sales promotion is one of the most important aspects
of marketing. Selling is as important as producing. Every manufacturer has to
sell his product in the market – domestic or international. Selling products in
the international market is more difficult than selling them in the
3 Write short notes on the following:
a. Bill of Exchange
b. Packing list
c. Air way bill
d. Certificate of origin
e. Consular invoice
Answer: a) When a draft bill is drawn on a foreign firm, it is
termed as a foreign draft or bill of exchange. It is prepared either in an
international currency or Indian rupee depending on the terms of contract.
Accordingly, the bill is known by the name of currency in which it is drawn.
For example, the bill
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