BRL-105 IGNOU Guess Paper 2026-27

BRL-105 Customer Service Management Guess Paper (Term-End Exam Focus)

This structured guess paper aligns with IGNOU’s official syllabus for BRL-105, prioritizing high-scoring units and exam patterns observed in June/December TEE sessions over the past decade. It includes chapter-wise question weightage, time management tips, and solved previous year question trends.

Key Scoring Units & Question Patterns

• Unit-5: Customer Expectations
  • Consistently carries 15-20% of total marks, with 3-4 short-answer questions (SAQs) and 1-2 case studies.
  • Focus areas: Gap theory (expectations vs. perceptions), service quality dimensions (RATER model), and psychological factors influencing expectations.
  • Previous year trends: 2 MCQs (5 marks each) on expectancy-disconfirmation paradigm and 1 descriptive question (10 marks) on managing unrealistic expectations.
• Unit-6: Service Quality
  • High-weightage unit (20-25%), often paired with Unit-5 in exam combinations. Expect 1 essay-type question (20 marks) and 2 SAQs.
  • Critical topics: SERVQUAL model, service quality gaps (knowledge, policy, delivery), and gap 5 (service recovery).
  • Exam tip: Diagrams (e.g., SERVQUAL framework) fetch partial marks; focus on real-world retail examples (e.g., Zara, Flipkart).
• Unit-10: Service Recovery
  • Emerging focus in recent exams (15-20% weightage), blending theory with practical scenarios. 1 long question (15 marks) on complaint handling and 1 SAQ on recovery strategies.
  • Key themes: Service failure types, recovery strategies (compensation, apology, empowerment), and post-recovery service quality.