DEVOX INDIA LIMITED

THE CASE OF A LESS EXEPNSIVE CUSTOMER

Presented By

BUSINESS • G E O R G E G U P TA
COMMUNICATION
DEVOX INDIA LIMITED

MULTINATIONAL COMPANY ENGAGED IN THE

BUSINESS OF SPORTSWEAR AND SPORTS

OBJECTIVE POLICY

Don’t Keep
Maximizing Refrain return
Goods From
Profit of sod goods
The Second Lot
DEVOX INDIA LIMITED

CHARACTERS
MR. OBEROI (Customer)
MRS. OBEROI (Wife of customer)
RAHUL (Sales Executive Trainee)
MR. KHARE (General Manager )
MR. SHARMA (Store Manager)
P.S. – COLOR OF A CHARACTER SYMBOLIZES THE MOOD/NATURE OF THE SAME
 SWOT
ANALYSIS
 DEVOX
Strength
• Technologically sound and updated
• Less turnaround time to solve a problem
• Easily accessible (as the representative took the charge
of getting back to him)
Weakness
• Very rigid policies which would force customers to wash
their hands off the company in the long run
• Lack of check on the management practices prevailing
on site
• Inadequate intervention in recruitment policies
• Absence of experienced Human Resource team
• Lackadaisical approach towards the rapport of the firm
• Absence of a good troubleshooter including the senior
one’s in pecking order (in this scenario not generally)
 DEVOX
Opportunity
• Policies should be in congruence to the customer’s
need in order to build more customers, and generate
more revenue and aid in expansion
• Intervene in recruitment policies, and make sure that
the person being hired has correct mindset to take
control of a unit and to build a smudge free rapport
• Training after hiring should be more focused on
Threat
• Losing customers
• Devalued Rapport
• Less Revenue
• Stagnant Growth
 RAHUL
Strength
• Polite, Calm, Composed, Honest

Weakness
• Ignorance to the customer
• Appropriate gestures utilized inefficiently
• Unprofessional – as he did not address the
customer appropriately, (hold the box when
customer offered him to have a look at them)
and was candid and upfront in an obnoxious/
disagreeable/unpleasant way
• Having a rigid attitude (Grim Look, Steady
Voice, Lack of smile on face)
 RAHUL
Opportunity
• Improved body gestures
• He should have taken care of the existing feud and
then taken over another
• Lack of intonation in voice, made him look
inconsiderate, unprofessional and carefree.
Intonation has a great effect on the psychology as it
makes one look happy and portrays one to be
sensible to understand the situation and lay stress on
important things (unconsciously)
• Lack of smile on face (supposedly as it is not
mentioned) made the incident look graver and have a
pessimistic approach holistically, producing more
negated feelings towards the firm from the
customers’ perspective and also delivering an
unfavorable outcome and experience to the customer
 RAHUL
Threat
• He might have lost the job
• He might have been fined for his
disproportionate gestures/ no
gesticulation at all (assuming that he had
his hands at his back all the time) which
unconsciously aggravated the rage in
Mr.Oberoi as he comes from an HRD
mindset of an MNC with a particular
frameset of ideologies and practices that
he developed and enforced in himself
and the companies he worked with
during his career span.
 MR. OBEROI
Strength
• Incessant, Resolute – Did not budge from what he professed
• Man of action, Experimental
Weakness
• Casual – Dressed in a very erratic manner, which lead his
perception and attitude to be in congruence with the way he
carried himself, which eventually turned out to be troublesome
• Negative Attitude – He did not reciprocate with similar attitude
when Rahul greeted him upon arrival. He started admonishing the
shoe(s) as soon as he arrived
• Aggressive – Turned aggressive within two rebuttals from Rahul
• Dominating – Raised his voice, slammed shoes on the floor
• Egoist and Impatient – When Rahul began introducing him to
Mr.Sharma, he promptly identified himself with his name alone and
started explaining the concern swiftly
• Bad Memory – Doesn’t even remember where did he keep/whom
did he handover, the receipt to
 MR. OBEROI
Opportunity
• Should have verified whether he had the
receipt, because it would have likely gotten
the shoes returned after a deduction of some
amount
• He should have been polite to get his work
done
Threat
• Short Temper
• His dominance (due to the feeling of being
superior, which can be seen in the way he
dresses and approaches to a store) may have
gotten him into trouble at this situation
 MR. SHARMA
Strength
• Effective Communicator – He was able to convey the
message as Rahul did
• Better listener, Calm and Composed– Patiently listened
to Mr.Oberoi when he got into a ruffle with Rahul and
maintained his calm even when Mr.Oberoi threw shoes
on the floor in rage
• Polite – Even after a distasteful/unpleasant/disrespectful
act/behavior (throwing shoes on floor), he maintained
his calm (even though he felt humiliated) and asked for
the receipt in a very courteous tone/manner
• Observer – He observed Mr.Oberoi and Rahul having a
disagreement, even after being unaware of the
sensitivity of the matter, he sensed that likely his
presence would help the problem to come to an end,
hence, he approached Rahul willingly, to settle the
matter
 MR. SHARMA
Weakness
• Lack of decision making ability – He asked for a few minutes
albeit, to come up with the best possible resolution,
however he still could not decide on his own, and deferred
the problem to 2 days (a week eventually due to
Mr.Oberoi’s prior commitments)
• Submissive – Gave in, in just one attempt when Mr.Oberoi
threw shoes on the floor, and probably, he also thought of
returning the shoes as he asked for the receipt.
• Egoist and Unprofessional – When Mr.Sharma went in to
the cabin along with Rahul to talk about the final move,
instead of accompanying Rahul in returning, out of his hurt
ego (when Mr.Oberoi threw shoes) he sent the message
through Rahul alone, which was again a humiliating
gesture, which however luckily did not bring sny adversity
along due to the customer being already occupied a lot with
the concern
 MR. SHARMA
Opportunity
• Adherence – Should have adhered to the policies of the
company. However, on the contrary, by not adhering to
the policies, he posed to be a threat to Rahul’s image as
he was adamant of shoes not being returnable,
whereas Mr.Sharma almost submitted to getting the
shoes returned
• Could have been a better decision maker instead of
consulting the Headquarter on a trivial/puny matter
Threat
• Being submissive can be a grave concern in bigger
matters and threaten the image of the company (in the
case of company policies) in the market
• Unprofessional may have had him landed into trouble
had the customer not been so occupied already with his
own anguish
 MR. KHARE
Strength
• Bold – Very upfront while responding to the letter
• Tactical – Played tactically keeping in mind the profits
for the company
Weakness
• Unsympathetic and Shrewd– Though his resolution
showed that he is in thoughts of the profit for the firm,
however, it also displayed his insensitivity towards the
consumer sentiment and his sole concern for profit. His
last statement did show that he is shrewd
Opportunity
• He can decide to replace the shoes (as being in power
gives him the authority to make an exception once) to
Mr. Oberoi, which would reflect in the goodwill building
of Devox
 MR. KHARE
Threat
• He is profit oriented and discriminating
decisions are going to be threatening for
Devox as well as for his own career
 Mrs. OBEROI
Strength
• With experience purchase of diversified
commodities, she knew that the item would not
be returned and had also intimidated Mr.Oberoi
Weakness
• She should have been with Mr.Oberoi when he
went into the store to be a psychological support
• Being a female had she said the same thing it
would have made more impact on the sales man
and Mr.Sharma as well, in return to which the
decision may have been taken either sooner or
in their favor out of Chivalry
 Mrs. OBEROI
Opportunity
• Had she been present at the scenario she would have
gauged the forthcoming reaction of Mr.Oberoi and
prevented the intimidating gestures (looking hard and
throwing shoes on the floor) which would have again
worked in their favor
Threat
• Her ignorance of not being present at the site (inspite
knowing the consequence and the scourge/fallout as well)
• In the end she should not have said “I told you that they
would not return the shoes”, having done so, infused the
feeling of failure in Mr.Oberoi, which flamed his ego to hold
his ground more firm and assure himself in a more
challenging way to get the shoe returned, which in turn
made him give a stern look to Rahul when his challenged
remained unaccomplished
 CASE ANALYSIS
• The problem here persisted due to a differentiated
attitude prevailing in almost all the key characters
• The situation got worse due to rigid policies of the
company
• Unconsciously pre-conceived expectations
• Consequences would have been favorable had Mr.
Oberoi not behaved pompously
• Having more faith in Mrs. Oberoi’s experience would
have prevented the unpleasant experience to Mr.
Oberoi
• More receptive behavior, even with the same outlook
towards the resolution would have acted to be in
favor of the company yet contending the customer
• A better decision maker would have handled the
situation in a better way
DEVOX INDIA LIMITED

THANK YOU !!