The Case of Less Expensive Customer

Analysis of the Case

The Showroom of Devox sports shoes and sportswear .Mr. & Mrs. Oberoi – Customer Mr. Oberoi HRD Executive with a MNC.Mr. & Mrs. Oberoi went to Shop and complains about the shoes.Salesperson Rahul.

Profile of an effective communicatorRAHULConvicing,polite,calm,cool,flexible,smart,

cleverUse proper gestues,gives options, and behaves as a professional salesperson.“You” attitude.Audience-directed communication.

Mr. Oberoi Confident and persisting.Well dressed ,relaxed MNC executive.But impatient.Tries to force the issue.Jumps one argument to another.Lacks the most important dimensions of communication- coherance,logic,and tone of persuasive reasoning.

MR SHARMAPolite firm and better listenerStrategic in his interventionHas ability as a questioning communicatorDiverts the topic of discussion at critical juncture.

Mrs. OberoiNon verbal communication mode.Choose to say away from the scene of dialogue.Uses short , assertive sentences.Use of connectives such as in fact ,finally and but gives his writing coherence and logic.

Mr KhareProfessional in his adviceUses assertive sentencesUses jargons to justify his argument

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