Sem: Sep-2024 Maximum Marks: 25 Examination: End Exam Date: Duration: 1.5 hrs
Programme code:18 Programme: PGDM(Executive)	Class: FY	Semester: II Batch-1 (OPS&SCM)
College: K. J. Somaiya Institute of Management	Name of the department/Section/Center:
Course Code:	Name of the Course: Business Writing and Communication
Instructions: Question Number 1 is compulsory. Attempt any 3 from questions 2 to 5

Question No.	Max. Marks
1	A salesman in a supermarket had been reprimanded by his supervisor for being inattentive to the customers and providing deficient service. The supervisor reported the incident at once to his manager. The manager, although very busy that morning, summoned the salesman immediately. The salesman went to the manager’s cabin in a thoroughly agitated and angry state. The manager was seated on his chair and the salesman walked in and stood in front of him. The manager was about to go out to attend a meeting and decided to settle this issue quickly. Listed below is the conversation that took place between them. Manager: The supervisor has explained what has happened. Do you have any problems? Salesman: How can the supervisor say that I am the problem? That is not correct. Manager: The supervisor did not say you are the problem. He said there are complaints. Salesman: No, no. That is totally wrong. I have not complained against anyone. Manager: That is not what I said. Customers have been complaining about your service; that you don’t pay attention to them. Salesman: I always listen to customers. I bend my head and hear every word the customer says. And now I can listen well without my hearing aid. Manager: When you listen to them, you should also understand what they want and respond. You should always listen actively. Salesman: I am always very active at the counter. I stand up and listen to the customers. Manager: You should pick up some words and do selective listening. Salesman: When sometimes two or more customers talk to me at the same time, I select the customer carefully and listen to them. I do selective listening for VIP customers and senior citizens. Manager: Proper understanding of listening skills is crucial. I will speak to your supervisor about training. After his meeting with the manager, the salesman tells his colleague how he explained various aspects of listening to the manager, including active listening and selective listening. He then says, finally, the manager decided to send the supervisor for training. Questions: a. What do you understand from the case about the environment, receptivity and the listening skills of the manager and the salesman? Identify all instances where the salesman exhibits his lack of understanding of proper listening. b. Explain how things could have been different and improved? How would the salesman respond to each question if he had listened actively?	10
2	A customer has received a damaged television from your company. The service team visited and found that repairs were not possible. The television will now be replaced by your company within 7 working days as per your company policy. Write a mail to your customer as a Customer Relations Manager, requesting him to provide you with a convenient time, day and date when the new television can be delivered by the company.	5
3	Evaluate the following letter written to Mrs. Sinha, a 75-year-old woman for tone, consideration, conciseness, correctness, and organization. Rewrite the letter incorporating the necessary changes. Dear Mrs. Sinha, Your long and shabbily handwritten complaint letter dated 12th September 2023 has been received by our department and the contents have been noted. Our department receives dozens of complaints every week, and if we receive such lengthy complaints, all our time will be spent only in reading such complaints. Just think how damaging this will be to our productivity! After going through your very lengthy letter, I note that you are making a claim for the repairs to the hearing aid purchased from us. We refuse the claim for the following reasons: The original bill that you attached is soiled and barely readable. Are you sure that it has been purchased from our outlet? The warranty is for six months and your letter has reached us one day late, yesterday being a holiday for our company. Surely, you could have sent it by courier. As a rule, we expect typed complaints instead of difficult-to-read handwritten complaints. From what you stated in your letter, it is clear that the problem with the hearing aid started three months back, but you have reported only now. My department has no powers to consider such claim cases and only our Customer Relations can pass such claims. I hope you will understand the circumstances under which my department is declining the claim. We are happy to state that we make it a point to respond to every complaint within 48 hours. Always assuring you of our best services. Sincerely M More Manager- Complaints	5
4	Why is it important to keep the audience perspective in oral and readers’ perspective in written communication?	5
6	State the significance of the following in ensuring positive communication in the organizational context: (a) handshake (b) smile (c) eye contact (d) posture (e) tone of voice	5