ASSIGNMENT

Sales and Selling Management

About Max Hospital:-

Max Hospital Gurgaon is centrally air conditioned with more than 100 beds, two modular
operation theatres, a 11-bed ICU and in-house diagnostic service facilities. The clinical
services are supported with the most advanced in-house diagnostic services. It is also
equipped with a state-of-the-art emergency response and management system.  It is
easily accessible from all the satellite townships of Delhi, NCR.

Observations:-
As according to given assignment our task was to observe the Hospital’s staff people
that how they interact with customers i.e. patients or their relatives, for this we first
approach the help desk for the permission to stay there. After concerned with their H.R.
department people they permit us to stand near the counters for observation.

Mainly there are eight places that I had observed where interaction between a customer
and the hospital staff member happen. These are as listed below:-

 Help Desk
 O.P.D. Registration Desk
 Billing Desk
 Cashier Desk
 Health Insurance Desk
 Report Collection Desk
 Admission Desk
 Pharmacy Desk
This division shows how they divide the work as it is required in the hospital to proceed
everything so fast and on time because mistake of just few seconds can take a life of
someone.

So this is the good sign for that hospital management. It’s beneficial for both the
management and the customers.

The authorized person at these counters are well dressed, talk politely to everyone,
trying to communicate in the suitable language with which one feels comfort.

During the observation I observed that the person on the help desk was facing some
difficulties to communicate with a foreigner couple, this was due to the language barrier.
In the solution of that they can appoint someone who have the knowledge about some
foreign languages because foreigners prefer such kind of premier hospitals for their
treatments.

As for a marketer it is required to know what customer expects from our side, means
value to money. For this side Max Hospital trying to utilize their main motive towards the
customer satisfaction for this they provide them better care, better quality which I had
seen there.

It was rain on that day and I observed that the guards were protecting the person from
the rain with umbrella and dropped them to their car and also take care of others who
want to enter in hospital. It deliver better image about the organization as everyone
knows how first and last impression matters.

In marketing perspective if I take this seen the umbrella contains the logo of Max
Hospital which shows the promotion strategy used behind it.

But one negative point I had observed that there was no security check at the
entrance, it made an negative impression from me about the organization.

Feed back and Conclusion:-

In the conclusion I want to say that to be alive in this competitive world one need to
introduce some change in the quality and the services. The other requirement is to
make the good relationship with the customer and provide them value to their money, it
gives them satisfaction.

To make the new customer is so costlier as compare to be with old customer by

maintaining good relationship and providing satisfaction
It was the good learning for me. Before this time a number of times I had visited the
Hospitals but never tried to observe and analyze these things like this. So at last I want
to say TAHNKS to you Sir, THANK YOU for giving us this opportunity.