business communication

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.