Case study on Business Etiquette: Life Insurance scenario

1. Business Etiquette Case Study
Ms.Lalita is an agent of LIC of India, Branch 915. She enjoys her profession.
However, fellow agents and branch officials have noticed some of her habits
including dressing sense.
Last Saturday, Ms.Lalita went to meet with prior appointment a High
Networth Individual (HNI) named Mr.Ramesh Shah wearing faded jeans,
floral top and flip flops. This was a usual Saturday with all the office staff of
Mr.Shah in attendance when Ms.Lalita entered his cabin through the office
staff who was seated in the hall. The Office staff made a notice of
Ms.Lalita’s attire and was not impressed. Even though Ms.Lalita has arrived
to meet Mr.Shah with a prior appointment, his Secretary was not convinced
that she represents a Life Insurance Company. However, Ms.Lalita was
given audience with Mr.Shah where she sat across the table and placed her
bag on it. She had greeted Mr.Shah in his language and sat only when she
was told to do so.
Ms.Lalita began her conversation by exchanging niceties and then enquiring
with Mr.Shah about his age, qualification, family details and annual income.
In the middle of the conversation Ms.Lalita answered a call on her cell phone
by excusing herself. While Mr.Shah was responding to her queries the agent
checked her mobile for Whatsapp and other messages in a casual manner.
Mr. Shah got an important call from his associate and had to leave for an
urgent meeting. Hence he requested Ms.Lalita to come again after an hour
at 4 p.m.
After having light snacks in the neighbouring restaurant, Ms.Lalita began to
shop for groceries and clothes. She got all of her normal duties done prior
to the weekend. As, she was too busy shopping, she forgot to keep
appointment and went to see Mr.Shah at around 4.30 p.m. She found that
Mr.Shah had already left for the day. This left Ms.Lalita very frustrated and
dejected.
1. Describe what Ms. Lalita did right in this scenario.
2. Describe what Ms. Lalita did wrong and what she could do to correct it.
3. Discuss some topics of discussion Mr. Shah could have with Ms. Lalita
in their meeting.