Rahul is a sales executive trainee who is dealing with customers, Mr. and Mrs. Oberoi, about exchanging shoes. The company's policy is to not accept returns of goods once sold or keep "seconds" items in the showroom. Rahul must decide whether to make an exception in this case given that Mr. Oberoi is a high-valued customer, or clearly state that the return is not possible per company policy.

1. PRESENTED BY:-
AANCHAL NARANG (241)
AYUSH SINGLA (250)
PRATIK ABHISHEK (274)
SHUBHANKAR SORKAR (288)
PARUL GUPTA (297)

3. Customer- Mr. Oberoi
Mrs. Oberoi
Sales Executive Trainee- Rahul
Manager- Mr. Sharma
General Manager (Sales)- Mr. Khare

4. 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

6. STRENGTHS WEAKNESSES
 Confident  Lacks coherence
 Persistent  Casual
 Well-dressed  Lacks logic
 Not persuasive
 Arrogant
 Impatient
 Not precise
 Not consistent

7. STRENGTHS WEAKNESSES
 Did not follow formal
 Rational chain of communication
 Calm
 Well-organized
 Flexible
 Assertive
 Polite
 Convincing
 Sincere
 Manipulative
 Patient

8. STRENGHTS WEAKNESSES
 Clear  Indecisive
 Polite
 Firm
 Good listener
 Strategic
 Conscious of his role
 Effective
communication
 Ability to communicate
by asking intelligent
question

9. STRENGHTS WEAKNESSES
 Non-verbal  Less verbal
communication communication
 Inquisitive
 Understanding
 Certainty
 Assertive
 Factual

10. STRENGHTS WEAKNESSES
 Effective communicator  Shrewd
 Brief
 Clarity
 Humorous
 Decisive
 Firm
 Prompt
 Unimposing
 professional

13.  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

15.  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.

17.  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.

18.  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.

19.  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.

20.  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.