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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 Cool-headed Well-organized Clear-headed Assertive Smart sales
executive Convincing Sincere
STRENGTHS
Polite Calm Flexible Clever Patient Manipulative Audience-conscious
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 VERBAL
VOCAL
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
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
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
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.
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