Business Communication

Section B: Case lets (40 marks)

? This section consists of Case lets.

? Answer all the questions.

? Each Case let carries 20 marks.

? Detailed information should form the part of your answer (Word limit 150 to 200 words).

Case let 1

Mr. and Mrs. Sharma went to Woodlands Apparel to buy a shirt. Mr. Sharma did not read the price tag on

the piece selected by him. At the counter, while making the payment he asked for the price. Rs. 950 was

the answer.

Meanwhile, Mrs. Sharma, who was still shopping came back and joined her husband. She was glad that

he had selected a nice black shirt for himself. She pointed out that there was a 25% discount on that item.

The counter person nodded in agreement.

Mr. Sharma was thrilled to hear that "It means the price of this shirt is just Rs. 712. That's fantastic", said

Mr. Sharma.

He decided to buy one more shirt in blue color.

In no time, he returned with the second shirt and asked them to be packed. When he received the cash

memo for payment, he was astonished to find that he had to pay Rs. 1,900 and Rs. 1,424.

Mr. Sharma could hardly reconcile himself to the fact that the counter person had quoted the discounted

price which was Rs. 950. The original price printed on the price tag was Rs. 1,266.

Questions

1. What should Mr. Sharma have done to avoid the misunderstanding?

2. Discuss the main features involved in this case.

Case let 2

I don't want to speak to you. Connect me to your boss in the US," hissed the American on the phone. The

young girl at a Bangalore call centre tried to be as polite as she could. At another call centre, another day,

another young girl had a Londoner unleashing himself on her, "Young lady, do you know that because of

you Indians we are losing jobs?"

The outsourcing backlash is getting ugly. Handling irate callers is the new brief for the young men and

women taking calls at these outsourced job centers. Supervisors tell them to be ‘cool'. Avinash Vashistha,

managing partner of NEOIT, a leading