Case Study On The showroom of DEVOX SPORT SHOES & SPORTSWEAR

The Case of a Less Expensive Customer

Presented By: Tarun Dhiman (97) Thokchom Rajesh Kumar Singh (98) Vaibhav Gupta (100) Vaibhav Agrawal (99)

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COMPANY PROFILE
DEVOX INDIA LTD is a company which is in the business of sports shoes and sportswear. It is located in the posh colony of Delhi that is Khan Market. They have only company owned and operated stores. Its main focus is on high income customers. The company is equipped with the most modern production line. The company is not having a policy of taking the sold goods back. They sell only fresh stocks and no seconds is stocked with them
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OVERVIEW OF THE CASE STUDY

There was a customer named Mr. Oberoi with his wife, who wanted to return their shoes which they purchased from Devox, 15 days ago, as he was not satisfied with the designing of the shoe, thinking that the shoe was that of seconds. As the matter went deep Mr. Oberoi started arguing with the salesperson Rahul. Mr. Rahul (Salesperson) denied to accept the goods because he said that there is no defect on this. Suddenly Mr. Sharma (Manager) came and tried to sort the problem but the customer was immovable on his decision.

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So Finally the manager decided and ask to the customer that we will have to check with our head office. Rahul asked the customer to wait for some time so that they can talk to the head office and find a accurate solution. After couple of days the reply comes with the head office that if its a high customer than you have to replace the shoes otherwise tell him clearly that it is not possible.

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SWOT ANALYSIS OF RAHUL

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2. 3.

Strengths Polite Humble Follows the companys rules and regulations Weaknesses Only tried to resolve the matter orally As a sales executive trainee he was bound by rules and regulations so could not make quick decisions
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Opportunities Can be a responsible sales manager Can learn to handle conflicts

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Threats Could not make decisions of his own

SWOT ANALYSIS OF MR. OBEROI

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2. 3.

Strengths Firm on his self beliefs Commanding Manipulative Weaknesses Impolite Rude Bad listener
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1. 2. 3.

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Opportunities His commanding and manipulative behavior can make his way out of any ordinary salesperson
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Threats His rudeness and impolite nature can lead him to altercations in future.

SWOT ANALYSIS OF MR. SHARMA

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Strengths Helpful Polite

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1. 2.

Weaknesses He was dependent on higher authorities Indecisive

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Opportunities Can be a more effective manager if he himself can take his decisions or make decisions Can be a good conflict handler Threats As he could not make decisions at right moment, customers can make their way out of any situation.

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SWOT ANALYSIS OF MRS. OBEROI

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Strengths Honesty Foresee future after understanding the condition / situation

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Weaknesses Does not understand the situation easily

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Opportunities Because of her honesty she will be appreciated by others

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SWOT ANALYSIS OF MR. KHARE

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2. 3. 4. 5. 6.

Strengths Effective communicator Brief Clarity Decisive Firm Professional

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Weakness Shrewd
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SWOT ANALYSIS OF DEVOX INDIA

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Strengths Knowledgeable and polite sales force Location of the shop Sells only fresh stocks Weaknesses Bad designing No policy of return or exchange No clear picture of company policies

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1. 2. 3.

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Opportunities Can have a good customer base due to its good location Good scope of growth and expansion Expansion of customer base by catering both low end as well as high end customers. Threats Focuses only on high end customers Bad designing of products

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1. 2.

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CONCLUSION

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.

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ANALYSIS

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.

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