BUSINESS COMMUNICATION

PRESENTED BY:-

AANCHAL NARANG (241)AYUSH SINGLA (250)

PRATIK ABHISHEK (274)SHUBHANKAR SORKAR (288)

PARUL GUPTA (297)

DEVOX (INDIA) LTD.THE CASE OF A LESS EXPENSIVE

CUSTOMER

CHARACTERS INVOLVED

Customer- Mr. OberoiMrs. Oberoi

Sales Executive Trainee- Rahul Manager- Mr. Sharma

General Manager (Sales)- Mr. Khare

CASE CUSTOMERS’S NEED -exchange of shoes on the basis that they are from seconds lot.

COMPANY’S POLICY - don’t keep any “seconds” in the showroom and goods once sold won’t be returned

CONCLUSION -Exchange the shoes in case he is a high valued customer else tell him

clearly that it is not possible

STRENGTHS AND WEAKNESSESOF THE CHARACTERS

Mr. Oberoi

STRENGTHS Confident Persistent Well-dressed

WEAKNESSES Lacks coherence Casual Lacks logic Not persuasive Arrogant Impatient Not precise Not consistent

Rahul

STRENGTHS

Rational Calm Well-organized Flexible Assertive Polite Convincing Sincere Manipulative Patient

WEAKNESSES Did not follow

formal chain of communication

Mr.Sharma

STRENGHTS Clear Polite Firm Good listener Strategic Conscious of his role Effective

communication Ability to communicate

by asking intelligent question

WEAKNESSES Indecisive

Mrs.Oberoi

STRENGHTS Non-verbal

communication Inquisitive Understanding Certainty Assertive Factual

WEAKNESSES Less verbal

communication

Mr.Khare

STRENGHTS

Effective communicator Brief Clarity Humorous Decisive Firm Prompt Unimposing professional

WEAKNESSES

Shrewd

IMPORTANCE OF 3 V’S IN THIS CASE

VISUAL

VISUAL

BODY LANGUAGE RAHUL HAD HIS HANDS AT THE BACK Shows he is a professional salesman

ATTIRE Shows Mr. oberoi’s casual attitude

FACIAL EXPRESSIONS Rahul had a grim look. Disgust and anger– identifies Mr. oberoi’s

helpless attitude

VERBAL

VERBAL

Rahul– encodes his ideas in words properly Mr. oberoi– his words identify him as a

customer who always want to enjoy upper hand in dealings

Mr. sharma– uses impersonal verbal mode to manipulate the situation

Mr. khare– uses assertive sentences showing his imposing nature

Mrs. oberoi– her words lead to the fact that she has a cool understanding of the facts.

VOCAL

VOCAL

Rahul– amount of force in his statements prove that he is categorical and brief.

Mr. oberoi- questioning statements and raised voice shows his sheer disgust.

Mr. sharma- polite tone identifies him as an effective communicator.

Mrs. oberoi- tone of certainty shows that she is factual.

CONCLUSION

Purpose of communication is to inform, persuade, motivate the listener towards a desired action.

One of the very basic dimension of effective communication is the knowledge and use of proper language for a specific purpose.

Verbal communication is given its full force and meaning by the personality of the communicator, who also communicates non-verbally.

ANALYSIS

The goal of the case study is to cater to the needs of the customer by giving proper facts.

The entire act of communication is the index of his or her mind, thought and concerns and attitude which helps in effective communication and finally achieving the goal.

In the ultimate analysis, all business communication is purposive and goal-directed. Therefore, the measure of effectiveness depends on the extent to which the final goal is achieved.

OUR RECOMMENDATION

Rahul should have taken the matter to Mr. sharma rather then stretching the matter.

Mr. khare should treat all the customers equally. As its not necessary that if the customers buys a low-end shoe once, he may not a buy a high end next time.