Name:- Amlan Panda

Roll Number:- 21MBAOPE033

EBC Case Study Report 1:- The Profile of an Effective communicator

1) Who is the most effective communicator? Explain with reasons and use quotes
from the case to support your answer.

a) In my opinion Mr. Sharma is the most effective communicator

 Instead of rejecting Mr. Oberoi's complaint outright by telling him that he
was mistaken and that there was no defect in the shoes, he asked him
calmly, "Did you notice this when you made the purchase?" This proves
that Mr. Sharma was communicating wisely and carefully assessing the
entire situation rather than directly accusing Mr. Oberoi.
 Mr. Oberoi did not have the receipt, so Mr. Sharma excused himself, with
Rahul by his side, and went to discuss the matter further in his cabin. He
advises Rahul to inform Mr. Oberoi that they will seek advice with their
head office and get back to him. This was effective at preventing any
further chaos at the store.
 Mr. Sharma also suggested Rahul to bring the matter to Mr. Khare's
attention and seek additional of his opinion on it. This clearly shows
effective communication with higher authority.

2. In your opinion what will Mr. Rahul and Mr. Khare do / should do next. Write in
detail.
 Rahul, with assistance of Mr. Sharma, sent an email to Mr. Khare in
lookup of a solution. Mr. Khare replied via fax, trying to remind them
that "the customer is king, but kings are also big and small and rich
and poor," so if he's a 4500 customer, no questions asked, return the
shoes, and salute him. However, if he is a 1250 customer, advise him
emphatically that it is not possible. Rahul has already left town on a
work trip.
 Mr. Sharma will first review Mr. Oberoi's billing receipt in his
system/book of records. Mr. Sharma now knows which King Mr.
Oberoi is (big or small). As an outcome, Mr. Sharma will call Mr.
Oberoi and ask for information whether or not he found the invoice.
 Otherwise, the pair of shoes were unable to be returned or replaced. If
Mr. Oberoi has the invoice, then the Size of the king; if he is a large
king, an immediate replacement should be provided to him; if he is a
small king, an immediate replacement should be provided to him; and
if he is a small king, an immediate replacement should be provided to
him.
 The small king then conveyed to him the message that it could not be
replaced or returned, but instead provided him with the promotional
code.
 3. Write your descriptive narrative for each of the character in the case.
i) Mr. Sharma (Manager of the store)
 He is an expert at understanding how to communicate with consumers.
 When it comes to disputing Mr. Oberoi's remark, he is an amazing
communicator.
 Mr. Oberoi's claim that the shoes are damaged is questioned by him, who
asks, "Did you notice this when you made the purchase?" and "Do you have
the shoes' receipt?" As a result of these statements, Mr. Oberoi found
himself in a desperate situation.
ii) Mr. Rahul (Sales Executive Trainee)
 Mr. Rahul is very patient and understanding when it comes to the Client.
 Yet is a fresher, he knows how to successfully control customer
communication.
  Rahul was quite self-assured in his job and the task given, and he is not
an aggressive person. He also maintained the hierarchy level of
communication with his superiors and with customer. 
iii) Mr. Khare (General Manager Of Sales at Headquarter)
 He’s very professional.
 He gives a clear and firm decision.
 He’s judgmental (his decision comes on buying capacity of a customer)
iv) Mr. Oberoi (Customer)
 Mr. Oberoi, the main character in this case, He buys a pair of shoes from
Devox sport shoes and sportswear, appears to believe the product is
defective, and wishes to return it.
 Mr. Oberoi is a well-educated hr executive working for a multinational
firm.
  His clothing and appearance scheme recommend that he is an arrogant
and aggressive person. Mr. Oberoi is a persuasive communicator, but he
is also a bit irresponsible, ignoring other people's comments in various
scenarios of the case.
 He merely wanted to convey his point of view.
 Mr. Oberio has a manipulative personality including being careless.

v) Mrs. Oberoi (Customer’s wife)

 She decided to remain away from the dialogue scene.
 She mainly communicates nonverbally and she is a great judge and is
aware of the rules of the showroom.