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Case Study On
The showroom of DEVOX SPORT SHOES
& SPORTSWEAR“The Case of a Less Expensive
Customer”
Presented By:Tarun Dhiman (97)Thokchom Rajesh Kumar Singh (98)Vaibhav Gupta (100)Vaibhav Agrawal (99)
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COMPANY PROFILEDEVOX INDIA LTD is a company which is in the
business of sports shoes and sportswear. It is located in the posh colony of Delhi that is
Khan Market. They have only company owned and operated stores. Its main focus is on high income customers.
The company is equipped with the most modern production line.
The company is not having a policy of taking the sold goods back.
They sell only fresh stocks and no ‘seconds’ is stocked with them
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OVERVIEW OF THE CASE STUDY There was a customer named Mr. Oberoi with
his wife, who wanted to return their shoes which they purchased from Devox, 15 days ago, as he was not satisfied with the designing of the shoe, thinking that the shoe was that of ‘seconds’.
As the matter went deep Mr. Oberoi started arguing with the salesperson Rahul.
Mr. Rahul (Salesperson) denied to accept the goods because he said that there is no defect on this.
Suddenly Mr. Sharma (Manager) came and tried to sort the problem but the customer was immovable on his decision.
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So Finally the manager decided and ask to the customer that we will have to check with our head office.
Rahul asked the customer to wait for some time so that they can talk to the head office and find a accurate solution.
After couple of days the reply comes with the head office that if it’s a high customer than you have to replace the shoes otherwise tell him clearly that it is not possible.
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SWOT ANALYSIS OF RAHUL
Strengths1. Polite 2. Humble3. Follows the company’s rules and regulations
Weaknesses1. Only tried to resolve the matter orally2. As a sales executive trainee he was bound
by rules and regulations so could not make quick decisions
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Opportunities1. Can be a responsible sales manager2. Can learn to handle conflicts
Threats 1. Could not make decisions of his own
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SWOT ANALYSIS OF MR. OBEROI
Strengths1. Firm on his self beliefs2. Commanding3. Manipulative
Weaknesses1. Impolite2. Rude3. Bad listener
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Opportunities1. His commanding and manipulative behavior
can make his way out of any ordinary salesperson
Threats 1. His rudeness and impolite nature can lead
him to altercations in future.
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SWOT ANALYSIS OF MR. SHARMA
Strengths1. Helpful2. Polite
Weaknesses1. He was dependent on higher authorities2. Indecisive
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Opportunities1. Can be a more effective manager if he
himself can take his decisions or make decisions
2. Can be a good conflict handler
Threats1. As he could not make decisions at right
moment, customers can make their way out of any situation.
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SWOT ANALYSIS OF MRS. OBEROI
Strengths1. Honesty2. Foresee future after understanding the
condition / situation
Weaknesses1. Does not understand the situation easily
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Opportunities
1. Because of her honesty she will be appreciated by others
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SWOT ANALYSIS OF MR. KHARE
Strengths1. Effective communicator2. Brief 3. Clarity 4. Decisive 5. Firm 6. Professional
Weakness1. Shrewd
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SWOT ANALYSIS OF DEVOX INDIA
Strengths1. Knowledgeable and polite sales force2. Location of the shop3. Sells only fresh stocks
Weaknesses1. Bad designing2. No policy of return or exchange3. No clear picture of company policies
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Opportunities 1. Can have a good customer base due to its
good location2. Good scope of growth and expansion3. Expansion of customer base by catering
both low end as well as high end customers.
Threats1. Focuses only on high end customers2. Bad designing of products
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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.
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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.
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Thank You
