PRESENTED BY:AANCHAL NARANG (241) AYUSH SINGLA (250) PRATIK ABHISHEK (274) SHUBHANKAR SORKAR (288) PARUL GUPTA (297)
Customer- Mr. Oberoi Mrs. Oberoi Sales Executive Trainee- Rahul Manager- Mr. Sharma General Manager (Sales)- Mr. Khare
CUSTOMERSS NEED -exchange of shoes on the basis that they are from seconds lot.
COMPANYS POLICY - dont keep any seconds in the showroom and goods once sold wont be returned
CONCLUSION -Exchange the shoes in case he is a high valued customer else tell him clearly that it is not possible
STRENGTHS Confident Persistent Well-dressed
WEAKNESSES Lacks coherence Casual Lacks logic Not persuasive Arrogant Impatient Not precise Not consistent
Rational Cool-headed Well-organized Clear-headed Assertive Smart sales executive Convincing Sincere
Polite Calm Flexible Clever Patient Manipulative Audience-conscious
STRENGHTS Clear Polite Firm Good listener Strategic Conscious of his role Effective communication Ability to communicate by asking intelligent question
STRENGHTS Non-verbal communication Inquisitive Understanding Certainty Assertive Factual
WEAKNESSES Less verbal communication
Effective communicator Brief Clarity Humorous Decisive Firm Prompt Unimposing professional
BODY LANGUAGERAHUL HAD HIS HANDS AT THE BACK Shows he is a professional salesman
ATTIRE Shows Mr. oberois casual attitude FACIAL EXPRESSIONS Rahul had a grim look. Disgust and anger identifies Mr. oberois 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 nonverbally.
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.