Case I

IIBMS – Communication Failure

IIBMS – Communication Failure

Mr. and Mrs. Basu went to Woodlands Apparel to buy a pullover. Mr. Basu 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. Basu, who was still shopping came back and joined her husband. She was glad that he had selected a nice black pullover for himself. She pointed out there was a 25% discount on that item. The counter person nodded in agreement.

Mr. Basu was thrilled to hear that. “It means the price of this pullover is just Rs. 712. That’s fantastic”, said Mr. Basu.

In no time, he returned with the second pullover and asked them to be packed. When he received the case memo for payment, he was astonished to find that he had to pay Rs. 1,900 and not Rs. 1,424.

Mr. Basu 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.

Case I Questions:

1. Identify the three sources of Mr. Basu’s information.
2. Discuss the main filter involved in this case.
3. What should Mr. Basu have done to avoid the misunderstanding.
4. Who is to blame for this communication gap? And Why?

IIBMS – Communication Failure

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