Customer- Mr. Oberoi Mrs. Oberoi Sales Executive Trainee- Rahul Manager- Mr. SharmaGeneral Manager (Sales)- Mr. Khare
CUSTOMERS’S NEED -exchange of shoes on thebasis that they are from seconds lot. COMPANY’S POLICY - don’t keep any “seconds”in the showroom and goods once sold won’t bereturned CONCLUSION -Exchange the shoes in case he is a high valued customer else tell him clearly that it is not possible
STRENGTHS WEAKNESSES Confident Lacks coherence Persistent Casual Well-dressed Lacks logic Not persuasive Arrogant Impatient Not precise Not consistent
STRENGTHS WEAKNESSES Did not follow formal Rational chain of communication Calm Well-organized Flexible Assertive Polite Convincing Sincere Manipulative Patient
STRENGHTS WEAKNESSES Clear Indecisive Polite Firm Good listener Strategic Conscious of his role Effective communication Ability to communicate by asking intelligent question
STRENGHTS WEAKNESSES Non-verbal Less verbal communication communication Inquisitive Understanding Certainty Assertive Factual
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
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.
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.
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.
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.
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.