English for Sales and Purchasing

OX,FORD ACKNOWLEDGEMENTS

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ls

Gontents

lffi:,l.ii,=::!r-i;i

' Jobtittesandtasks T a t k i nagb o u ty o u rj o b
A salesmeeting Talkingaboutgoalso, bjectivesa,nd
lil3i.*10,,A,re,q,uis"iti"on
targets
T e l e p h o n i n[ agn g u a g e

t3 eontacts At a tradefair B e i n gp o t i t e
-"r Relationshipbuilding Estabtishincgontacat t a tradefair
I S m a t t - t ast kt r a t e g i e s
Follow-upemails Emaicl onventionasndphrases
22
I ""'* A salespitch Offerst,endersa, ndbids
TheAIDAapproachto sales Tatkinagbouta product
A requestfor proposal Thetendering(orbiddingp) rocess
An offer letter A c t i v et i s t e n i n g

32 ttesotiations Tipsfor successfunl egotiations D i s c u s s i nt eg r m sa n dc o n d i t i o n s
A companyvisit (conditionasl entences)
| Negotiatingstyles
Win-winnegotiations A g r e e i nagn dd i s a g r e e i n g
42 "'*" Startingandendinga negotiation
I Telephoneorders
A n o n l i n eo r d e r E x c h a n g i ni ngf o r m a t i o n
A changeto anorder H a n d l i nogr d e r s
Numbersandfigures Referrintgo numbersinanorder
Contracttermsandphrases
C o m p t a i n i negf f e c t i v e t y
50 Gale Deatingwith problemsoverthe Comptainmt anagemewntithCASH
"*t-el telephoneandin writing Letterosf complainatndapology

A n o n l i n ec o m p l a i n ft o r m

I

;ffiffit?1ilitFffi€_*1ii1i|:-1;!i*:::;r,'|t.:r"=",1.,y.,,,r,r."''t,,,::,:,,,,..

s8 lest yourselfl
6o Partner files
54 Answerkey
69 flanscripts
76 A-Z word list
7A Usefut phrases and vocabulary

4l

About this book

Englishfor SalesandPurchasinigs for peoplewhoneedto communicateeffectivelwyith
internationatclienatns dcolleaguesA.lthoughsalesandpurchasinpgursuedifferenot bjectives
withina businessb,othrotesrequirefluentbusinessEnglishto achievetheirgoals.Buyersandsales
peoplemanageinternationacIlientsd, ealwithforeignsuppliersa,ttendinternationae[xhibitions,
drawup proposalsa,nddealwithallmanneor f complaintasndenquiriesE. nglishfor Salesand
Purchasinpgresentas lltheessentiael xpressionasndconversatiotnechniquetshatwillenableyou
to communicatseuccessfutilnvallthesesituations.

Thesixunitsof Engtishfor SalesandPurchasinpgresenrtealisticsituationsforsalesand
purchasingT.hefirstunitprovidesanoverviewof thecoreactivitiews ithinthepurchasinagndsales
environmenTt.hefollowingunitseachfocuson specificthemesi,ncludingapproachinagnewclient
or selectingpotentiasl upptierst,heconceptioannddevelopmenotf proposalsth, epreparatioannd
realizatioonf negotiationsty,ingupordersanddeliveriesa,nddealingwithor makingcomplaints.

Everyunitbeginswitha Starterto introducethetopic.Thisis followedbydialoguesr,eadingtexts,
andauthenticdocumentasswel[asa varietyof exercisedsesignedto aidthe learningof important
vocabularayndphrasesin contextuaslituationsl.n eachunityouwitlbe referredto the Partner
Filesin thebackof thebook.Thesearerole-playws hichenablelearnertso practisethevocabulary
andlanguageof theunitin realisticsituationsT.heunitsendwithOutputactivitiesw, hichconsisot f
readingtextsto extendthe unittopicor offerfurtherusefultipsa, ndtheyalsoprovideopportunities
fordiscussionW. henyouhavefinishedalltheunits,youcanTestyourselfwl itha funcrossworadt
t h e b a c ko f t h e b o o k .

At the backof Englishfor Satesand Purchasingthereis anAnswerkeysothat youcancheckyour
answersindependentlyT.hereis alsoanA-Zwordlist anda Usefulphraseslistthat youcanreferto
whenpreparingto speakto customerasndcolleaguesY.ouwil[alsofindphrasesin thissectionthat
youcanuseto makesmalltalkon a varietyof topics.

TheMultiROMcontainsallthe Listeningextractsfromthe book.Thesecanbeptayedthroughthe
audioplayeronyourcomputero,r througha conventionaClD-playeIrn.orderto giveyourselef xtra
listeningpracticel,istento it in yourcaror downloadit to yourMP3-playearndlistenwhenyouare
out andabqut.TheInteractiveexercises[etyou reviewbydoingexercisetshat coverthe essential
languagferomthe bookonyourcomputert;hiswittbe particularlvyaluableif youareusingthebook
for self-study.

ls

Jobsand responsibilities

look at the following tasks.Whichdo you do in your job?Whichdo you do in Engtish?
Compareyour answerswith a partner's.

often sometimes never Engtish
m a k ep h o n ec a l t s
w r i t ee m a i l s
fiflin forms
do Internestearches
goon businestsrips
takepartin meetings
t a k ec l i e n t so u t f o r m e a l s
g i v ep r e s e n t a t i o n s
do markertesearch
goto tradefairs
h a n d l ec u s t o m ecro m p l a i n t s

Whlchof thetasksabovearetypicalfor peopleworkingln sales?Whicharetypicalfor people
workingin purchasingD?lscusws itha partner.

AUDIO

tr\ CaroSl ayersandKimDong-Subnothworkfor Interflightsa, naircarrlerlocatednearSeoul.

ll:l

2-t Ustento themdescribetheiriobs.lfllhoworksln salesandwhoworksin purchasing?

6 I UNIT1 Jobsandresponsibilities

Listenagainand decidewho doesthe fotlowing as part of his/her job.

:- i.r',*--"_---",rl*-L-t _. ."-t*--|* i f f i * - i f i- i

i : -_

r callsandvisitsclients I ._-.__.__.._t

z writesemaits :

3 collectsa$gryrygy: ____l__ -_ _ _]

4 -pure"sie:n-tqpsroducts Ii i

r f----i------i
I tr1'rur9'"':1t:!_
r____ I _* _ _:

7 makeos ffers i ]I iI

i-_...,_=*__*+__-_____

,hfr-^fc I:1

g goesto tradefairs ,ii
,ti

10 dealswithtenders til 1t

1! handlecsomplaints +--,*_-,--r"..-'_--.---^- --_. - ---*-,,.-)

72 writesreports tl.

2 tlatch thetwo partsto makephrasesusedby

Caroal ndDong-Sun.

a to negotiate date
b to handle tenders
c market o r d e rf o r m s
d tofitlin contracts
e delivery complaints
f to drawup research

ilow matchthe phrasesa-f to thedefinltionsr-6. icti
r Towritedownthe information eededto purchasegoodsor services.
z Cotlectinignformationaboutwhatcustomerbs uy,andwhy. - li_--l
3 Towritea formalrequesto suppliersaskingthemto presentheirproposalsor offers.
4 Totry to reachanagreemenatboutdetailslikeprice,quantityd, iscountse, tc. il
5 Thegoodshaveto be deliveredbythistime.
6 Totakecareof customers'problems. ,'--,
ii

i_- l
T---"1

il

i** I

ii

llatch thejobadsfroma Brltlshnewspapeor nthe nextpageto thefobtlttes below.

keyaccounmt anager 1----t i_lseniopr urchaser
L]s u p p l cy h a i nm a n a g e r
r----l
nsalesrepresentative

UNlT1 Jobsandresponsibilitie| s7

The ideal candidatewill be responsible This is a senior salesrole with a strongfocuson
for the ordering and salesofthe products improvingkey and strategicaccounts.As a senior
member of the team,you will be responsiblefor
as well as the identification of new managingspecificglobal,multinationaland national
business opportunities' He/She will be retailersaswell as identifyingand exploitingnew
required to be flexible and will be able to businessopportunities.

offer excellentcustomerservice'

Ihiswillbea keypositiown ithinthe The ke)r skills recJuirement,$ur(! a,sfollou,s:
productioanndcommercioapl erations.
:. K) pnr "olt*rTl e recordin n.goriuriorr*,a n *ing, u ie
ReportintgotheProductioDnirectotrh, emain dgoef materialussedin lhem-,a ufa"t
responsibiloitfythispositioinsto manage, of fumiture
contsoal ndrecordtheflowof productfsrom
ourownandthirdpartyproductiosnitBs, . Ability to create and develop supplier relationships
o Skills in sourcing products and services

. {bi [i ry ro w ork w i rhi n a proj eer team enyi ronment

4 tlatchthefollowingiobtitleswiththedescriptionbselow.

1 keyaccounmt anager m a k e ss u r et h a tc l i e n t s ' n e e dasr em e ta n d
2 seniorpurchase(rorbuyer)
3 salesrepresentative helpscustomerws henthingsgowrong
4 supptychainmanager
5 strategicbuyer is responsiblfeorspecificsalesaccountas nd
6 regionalsalesmanager
7 sourcing(orprocuremenot)fficer d i r e c tc l i e n tc o n t a c t
8 customesr ervicemanager
is responsiblfeor strategicplanning

(i.e.makingsurea companhyaseverything

necessafroyrproductionin, cludinmg achines

a n dn e wp r o d u c t i o ns i t e s )

negotiatews ithsuppliersaboutlong-termor

f r a m ec o n t r a c t s

isin chargeof makingandmaintainincgontact

withclientswithina specificgeographicarl ea

is responsiblfeor largeclientse, speciallfyor

clientsof strategicinteresto thecompany

g is in chargeof a teamof purchasers
o

h is in chargeof logisticsandof makingsure

supplierms eetdemands

Whatis youriobtitle?Howwouldyoudescribewhatyoudoin English?

Jobtitlesin mostcountrieas reusuallydeterminedby the person'psositionin the hierarchyth, eir
paymenta, ndwhethertheyarelegallyallowed.torepresenttheircompanyandsigncontractsf,or

exampleT. hisis not atwaysthe casein the U.S.t,he U.K.andotherEngtish-speakicnoguntriesT.he
job titlesthereoftengiveyou no clearindicationof the person'rsesponsibilitiebsecause ach
companyhasa differenst tructureandoperatesunderdifferenrtules.Thusa vicepresiden(tV.P.)
in oneorganizatiomn ayhavea verydifferenjtob descriptiofnroma V.Pi.n anothercompany.

I I UNITl .lobsandresponsibilities

5 Youaretaking partin a seminarwlth peoptefromothercompaniesU. selanguagefromthe box
to preparea shortpresentationonyourcompanyt,hedeparlmenyt ouworkin and,especiatly,
youriobandresponsibititiesT.hengivethepresentatiotno a partnerorthegroup.

i Descdblngthe company/department Descrbi ingresponsibilities
i I wort inthesales/purchasing Myteamis responsiblfeor...
I amin chargeof ...
l , departmenotf a smalUmedium-sized/ M y m a i nr e s p o n s i b i l iitsy. . .
l a r g ec o m p a n yc a l l e d. . . A lotof our/myworkinvolve.s..
Wehaveto/needto ...
i wW.edevelop/makep/roduce/setl/... I spenda lotof time...
Myjob atsoincludes...
] oOuurdeoartmenits dividedinto...
i wW( eneedto liaise/worckloselywith...

i w ,Wealsoaremoreactivelyinvolvedin ...

l MMl yteam/groupmakessurethat...
i

Global
sourcing(HQ)

Controtling/
Finance

fi Fp.utir"c"h.atsinIgI

R e g i o n akle ya cco u n ts I Sp a r ep a r ts Keyaccounts Keyaccounts Keyaccounts Keyaccounts
Regionaklevaccounts Keyaccounts Keyaccounts Keyaccounts Keyaccounts
R e g i o n akle ya cco u n ts l- nircrattmaintenance Keyaccounts Keyaccounts Keyaccounts Keyaccounts

- I

II Air cr a fetq u ip m e n t
Offcesuppty

|_

L

AUDIO 6 Afetlowmembeor f thesalesdepartmenatt Interfllghtslc fllflngCaroSl ayeroIn ona meetlng
shemissedL. lstenanddecldewhlchtoplcsfromtheagendetheydlseuss.
@
4

Agenda

SalesMeeting5 June,3.00- 5.00
Room2.343
ParticipantsP: arkChin-Sun,DanielBerndt,JamesFalter,Bob Jameson

1.1 Introductiotno 'Sales!c' lientmanagemenptrogram- timeline
andorganization

1 . 2 T r a i n i n gr e q u i r e m e n t s

2.1 Newsalestargets(updatefromChin-Sun)
2.2 NewAsianfacilities
2.3 Europeanfiguresforthe lastyear
2.4 Newoffersin SouthAmerica

3.1 Nextyear'sholidayplanning

UNIT1 lobsandresponsibilitie| s9

Listenagainto thediatogueC. omplettehesesentences.

r ...firstof all,Chin-Suhnasreviseodur

z Shewantsto b yt e n p e rc e n to v e r a [ [ .

3 Therearealsosome f o r t h e v a r i o u sr e g i o n s .

4 lt certainlmy eanswewi[[be ournewtargetsi,f it allworksout.

S DidChin-Supnresenmt yideasfor there?

6 Wewitlalsoneeda s p e c i f i c a l lfyo r t h e r e g i o n .

7 l'll that,althoughI'mafraidit might

8 | couldatsocontactthe Inmyarea.

m"q$F,- ll:riqllig-rlyrsi:i":'--':;-J-;i::j....:J:a.'*.i."-e;;'|'';!+::;i.i.]ii:]..:.::::::;*-*,'*'---__.--.-li.:;i *-*. - ,'iii, -.i

Thewordsgoa!,objective,andtargethavesimilarmeaningsG. oalstendto be long-termi

andareoftenusedto referto companyplirns,for exampleT. hewordobjectivesis often

usedin moreformalsituationtso referto specificthingspeoplewantto achieve

(objectiveosf a meetingf,orexample)I.nbothsalesandpurchasingh,owevero,r i

whenevemr oneyor figuresareinvolvedt,he mostfrequentluy sedwordis target,

Herearesomeexpressionws ith fargef:

to set a torget to be obove/belowtarget
to be on target to exceeda target
to reacho target to revisea taroet

7 Gompletethesentenceswlth the correctformof theexpressionsfromthe box.

r Managemesnht ouldbesatisfiedW. e right target hisyear.

z Unfortunatellya,styearwe well target,sowe hadto cutthe
numbeor f oursalesteam.

3 Theboardof directors already ournewsalestargetsfor next
year.

4 Afterthestockmarketcrashlastyearw, e hadto ourtargets.

5 Thisyearhasgoneverywetlforusandthewayit looksnow,weshould
targetsbyat leastfifteenpercent.

6 Wehada coupleof bigordersw, hichenabledusto t h et a r g e tb yt h ee n do f t h e
thirdquarterH. opefultiyt,willcontinuelikethis.

7we easily ourprofitabilittyargetsH. Qwittbehappyto hear
t h a t ,I ' ms u r e .

10 | UNIT1 ,lobsandresponsibilities

8 Lookat theseexpressionswith thewordsdles.
promotion

targets

meeting tax

force

i a:
I

I,

figures

Matchthe erpressionsabovewith the definitions below.

r Theamounot f goodssotdbya company.
z Thecompletteeamof peopleworkingin sales.
3 Anamounwt hichmustbepaidto thegovernmenfot reveryitemsold.
4 TheleveoI f salesthata salesteamwantsto reach.
5 Anoccasionwherethe membersof a salesteamgettogetherto discussresultsandmakeplans.
6 Theamounwt hichhasbeensoldof a product.
7 A setof activitiesdesignedto increastehesalesof a product.
8 A manorwomanworkinginthesalesdepartment.

aAUDIO Kim Dong-Sunfrom Interflights is makinga telephonecall to his colleaguefohn, oneof the
9 flight crewcoordinators.Listenand completethe two gapsin the reguisitionform.
5

Descriptioonf goods/services:

Clickhereto enterdetails

Dategoods/servicreqsuired: I July

Persomn akingtherequest: 2

Date: 20 March

Clickhereto enterquotes

UNITl Jobsandresponsibilitie| slJ-

Hstenagalnandtickp thecorrecst tatementsA. retheklndsof suggestionlslong-Sunmakes
typicalof purchasersat yourcompany?Why,or whynot?
r Johnis interestedin gettingcompanycreditcardsfortheflightcrew.
z Theflightcrewoftenneedto getcashwhenawayon business.
3 TherearenosuppliersonthemarketforthecreditcardsDong-Suhnasrequested.
4 Dong-SusnuggestsomesolutionsthatJohnhadnotthoughtof.
5 Johnwill makeanassessmenotf thevariousoffersandcomparethem.
6 Johnis unhappby ecausDe ong-Suinstakingtoomuchtimeto finda solution.

10 Complettehetablewlthverbsandnounsfromtheunitsofar.

i VERB 'T-' I
i. NOUN

i to agree

1to specify

i_

j tosuppty

AUDIO fohnls Informinghisdepartmenatboutthecredltcardissuediscusseidn exercise9.
Completethls excerptwith thecorrectformof wordsfromthetableaboveT. henlistento
@ tI
6 checkyouranswers.

SoI wantedto updateyouallonthesituatiown iththevariouosfferspurchasinhgasreceivefdor

creditcardsfortheinternationafllightcrew.Dong-Sunt'esamis currently these

offersT. he ' isverytoughat the momentw, hichis of coursegoodfor us-Not
atl
3wereableto meetour 4,sotheywereableto excludesome

o f f e r ss t r a i g h ta w a y .T h e yw i t t h a v et o s t h e r e s tv e r yc a r e f u [ ya n dp e r h a p sp u t i n

6for moreinformationB. utthe peoplein our purchasindgepartmenatrevery

thorougha, ndI'msurethattheywiltfindthe best - for us-

M -rr -1 .:3s a ndre sp on s ibilit ies Gettingthroughto the right person

TEIEPHOl{ELAI{GUAGE Coutd/CaInspeakto JohnMurphyp, lease? :
S a y i n gw h o y o u a r e
T h i si s A d a mB e d s efrr o mX Y ZL t d . I'dtiketo speakto somebodiyn yoursales/ i
I t ' sD a v i dJ o n e sf r o mp u r c h a s i n g . p u r c h a s i ndge p a r t m e n pt ,t e a s e .
H i S a r a hl.t ' sF r a n kh e r e . l

l s Mi chel ttehereat themoment?

t2 Workwitha partnerU. setheinformationin the PartnerFiles PartneAr Filer, p.6o
to practisea telephonedialoguebetweensomeonein purchasing PartneBr Filer, p.6z
(PartnerA) and someonein sales(PartnerB). Lookat the
phrasesabovebeforestarting.

Readthesecommenttshat peoplein salesandpurchasindgepartmenthsavegivenabout
workingtogetherW. hichdoyouagreewith?

VeronicaLu,Headof Sales
Whenwehad to streamlineour processeslastyeor wesalespeoplehada terrible
time with our purchasersl.t alwaystakesthemtoo long to do their'shapping',ond
thereforeit takesour companytoolong to produceourgoods.lt reatlyis a disaster!

MarcelLeMaigre,AccountManage
Cooperationbetweenbuyersandsalespeople
within onecompany?Neverheardof it. Whatever ....

*o|t!'!"'""d!:::!1,"1i'"| i,!!":,.::,:,1,,1.,1,t

EmmaWild, SalesRepresentative

Buyersbuy.And salesrepssell.Sa buyersandsellersore'naturalenemies';theyare

on oppositesides,haveopposinginterestsond quitea differentmentality.Ofcourse

theydeol with eachotherin sepat'atecompaniesb, ut in the samecompany?No.How

could theypossiblycooperote? .s

MariaSantos,SeniorPurchaser
Salesand purchasingare otl partof producinganddeliveing goodsor
servicesto o customert.f the two departmentsdon't cooperatewellin
theprocess,the companywill losemoney.lt'sassimpleas that.

EdwardMcCoyM, anagingDirector
!nourcomponyth, epeoptein thesalesandpurchosindgepartmentasre
expertsinvariousmarketsandtheyalltrytostayontopof developmentTsh. ey
negotiateaboutquatityd, eliverytimeand,mostimportantlay,boutpriceSl.n ta
ourcompanyw,elearnfromeachAtherthrougrhegulamr eetingslt. works.

. Describtehecooperatiobnetweetnhesalesandpurchasindgepartmenitnsyourcompany.
. Howoftendoyouliaisewithpeoplein otherdepartmentWs?hichdepartmendtsoyoudealwith?
. Whatcouldbethebenefitsof closecooperatiobnetweenpurchasings,alesp, roductiona,ndother

departmenitnsa company?

lrs

New contacts

Thesentencesbelowwereoverheardat a tradefair. Workwith a partnerto decidewhetherthe
speakerswork in purchasingor sales.Write P or 5 (or both) in the box.

a Couldyou tellusaboutthe paymenot ptions?
:.....]

b Wouldyouptease,givmeesomebackgrounadboutyourcompahy?

c You'[f[indaltourbrochureosnthetableoverthere.

d Howmuchdoesthiscostif weorder5oo?

e Arethereanyotherquestionws eneedto talkabout?

't tt'

f,,, Woutdyou need,ny ;laitiooat featuresl

g Doesyoursub-contractoarlsohavea standhere?
, ,h W..'.. henfo,. ...:. u.td. wearran1g;:..aepresentationfourproductfsoryou?' :,

,i Whagt uaranteedsoyouprovide?
i Letmegiveyoumycard.

Nowdiscussthesequestionswith your partner.
r Whatisyourexperiencoef tradefairs?
z Doyouthinktradefairsaregoodfor businessW? hy,or whynot?
3 Whatotherpossibititieasrethereforestablishinngewcontactosrfindingnewproducts?

DonaldAdams,a salesrep at Aircraft fftaintenanceInc.in Liverpool,hasiust finisheda
presentation of his company'sproductsat Ifte ltointenance, Repairond Overhoul@RO)
Servicesand Productstrade fair in Brussels.Listen to this conversationwith a potential
customer,Brigitte Dupontof Air South,Brussets,and saywhetherthe following sentences
aretrue p or falsef,.
r DonaldhasmetBrigittebefore.
z BrigittethinksthatDonald'csompanhyassomeinterestinpgroducts.
3 DonaldwillcatlBrigitteafterthefairis over.

l,4 -\-2 liewcontacts

UE ,: :
Listen again to the conversation.Completethe sentencesfor how:
a2
7

r Brigitteintroducehserself.
. BrigitteDupont.

z Brigittesaysthatthe presentatiownasimportanftor her.

WellI,foundit very . ...yourswasdefinitely

Donaldasksabout Brigitte'jsob.
CanI ask

Brigittesayswhatherjob is.
l'm

DonaldasksBrigitteaboutherinteresitn hiscompany.
Doyou think that our MROservices

Donaldasksaboutsettingupa meeting.
Well,if you havetime next week,

7 Donaldasksfor Brigitte'sbusinescsard.

yourcard?

8 DonaldoffersBrigittea catalogue.
ln themeontime,

Generalltyh,e lessdirectyousaysomethinign Englisht,he morepoliteit soundsU. singthestructureasnd
languagebelowwiltmakeyouappeafrriendliere,specialtyo nativespeakerosf English.

Askingindirectquestions Using would/could
Whatcompanyoreyou with?+ ConI osk which Lookat our newcatalogue.+ Wouldyou like to
companyyou are with?
Giveme your card.+ Couldyou give meyour lookat ournewcatalogue?
I will cometo your officenext week.+ I could
card? cometo your officenext week.
Youhovean officehere,right?) Doesn'tyour Areyou interestedin meetingafter thefair?
-> Wouldyou be interestedin meetingafterthe
companyhovean officehereT foir?

3 Makethe following sentencesmorepolite.

r What'syourname?
z Whatbusinesasreyouin?
3 | wantto meetyounextweek.
4 WaituntilI getmydiary.
5 Givemeyourcontacitnformation.
5 Youworkat HTElectronicrsi,ght?
7 Doyouwantto meetlaterto discussthedetails?
8 Putyournameonourmailingtist.

uxrr2 nms l15

4 tatch thesentencesonthe left with the responsesonthe right

7 Couldwe meetnextweek?Say,Wednesday? a No,notat all.Hereit is.
2 I'llsendyouthosedetailsW. hendo you b Yes,goodidea.Whencouldyou@meb my

needthemexactly? office?
W o u l dy o u m i n dg i v i n gm ey o u rb u s i n e s s c Yes,of course.That'sfine. Howaboutrr-m?
card? d OK,but l'monlyin the officein the moming

'B C a ny o u c a l lb e f o r en o o n ?
e I reallyneedthembyTuesdayif possiHe.
4 Couldwe meetafterthefairto discussthis f That'sgreat.I lookforwardto gettingiL
in moredetail?
l'll prepareourofferandemailit to youby
nextFriday.
l'll talkto the headof mydepartmenatnd
ringyoutomorrow.

Greetingasndintrod:uctions Movingonto business
Goodmorning/afternoon. Howdidyoulikethepresentation?
HelloM. ynameis... W h a td oy o ut h i n ko f . . . ?
Pleasceallme... Haveyoufoundanythinogfinterest?
May/CaInintroducme yselP Whatlineof businesasreyouin?
Nice/Pleasteodmeeyt ou(too). Letmegiveyou/Herem'sy(businescsa) rd.

Arrangingto follow-up

Wouldit berpossibtho setup/arrange/faixmeeting?
CouldI caltyouinthe"nexfitv,days/comteo seeyou?
PerhapIscouldsendyousomeinformation.
Woutdyoubeinteresteidnmeetinagfterthefairisover?
Couldyousendmeyourpricelists?
l ' l l s e n dy o ua ne m a i l / g i vyeo ua c a l ln e x tw e e k .

5 Workwlth a partnerto practisemeetlngsomeoneat a tradefalr for theftrst time.Firstlookat
the phrasesabw€,thenfollowtheflow chartor makea dialogueto flt yourownsituation.

P=purchaser " S€il

16 -2 \e", contacts
-rt

e t 6Twobusinessmenare havinglunchin a pribat the annualtradefair if RO Servicesond Products
in Brussels.listen to this excerptfrom their conversationand tick p ttretopicsthey talk about.

Brussels , beer t h ew e a t h e r
politics sports i n t e r c ul t u r a ld i f f e r e n c e s
work music t h e i ra c c o m m o d a t i o n

Listenagainand tick the sentencesyou hear.

1 a lt remindsmeverymuchof England.
b lt makesmethinkof England.

2 a lt'scertainlyaninterestinpglaceto havea fair.
b I thinkit'sa niceplaceto havea fair,don'tyou?

3 a Doyoutikefootbatl?
b Areyouinterestedin footbatt?

4 a I seetradefairsasa placeto getto knowpeople...
b Forme,tradefairsaremoreaboutgetting
to knowpeople...

5 a Maylaskif youalreadyhavesome
i n f o r m a t i oanb o u tm yc o m p a n y ?

b Letmetellyoua bitaboutmycompany.
6 a Now,letmebuyyouanotherbeer.

b Now,tell me,what'syourfavouriteBetgianbeer?

SMALL TAIK

Inmanypartsof thewortd,smalltalkis an Y o uc a nk e e pt h e c o n v e r s a t i ogno i n gb y a s k i n ga
essentiapl artof businesslt. is seenasan follow-upquestionof yourown.Also,insteadof
important'tool'togetto knowyourbusiness justanswerinqguestionws ithyesor no,giving
partnear ndto establishrapportw, hichcanbethe detailedanswerscanoftenleadto otherquestions
keyto a goodbusinesrselationshipH.erearesome a n dc o m m e n t s .
waysto starta conversation:
Areyou interestedin anyparticularsport?
ls thisyourfirst timehereI in Belgium? -Yes,I'mreallyintosnowboardingH. owabout
Whatdo you think of Brusselslthefair?
Areyou interestedin footballlfilmslwinter you?
sports?
Theweatherherehasjust been Haveyoubeento Liverpool?
fantasticI horrible. - Yes,I've beentheremanytimes.I reallylike the

atmospherea, nd thepeoplearefriendly.

Whenyouarereadyto moveonto businessy,oucanusea sentencsetartingwithso or right
to signatIhechangeof subject.

So,youarelookingfor suppliers?
Right,shall weget down to business?

UNIT2 Newcontacts| 17

7 Putthe wordsin the right orderto makesmall-talk questions,andthen matchthem to the
responses(a-f).

r What think fair trade so you far the do of?

2 you Have to been Wimbledon ever? :

3 stay Are to whole you the planning week? -,
4 Chicagothe at weather in the is moment How? ,-.-l

5 Do in countries fairs are different you think other? l

6 Brusselsyou took to a chance Have had around?

a Unfortunatenlyot.I haveto leaveonWednesday.
b Yes,l'vebeentwicenow.| lovetheatmosphertehere,andI'ma bigtennisfan.
c NotmuchbetterthanhereactuallyM. aybea littlecolders, o I'mhappyto beaway.
d I'mreallyenjoyingit. Butl'mafraidl'llonlybeableto seehalfthestandsbeforeI leavetomorrow!
e Notyet,unfortunatelIy'.mhopingto havesometimeafterthefairis over.
f Well,I thinkmaybethestandsin Englandarea littlemoreentertaining.

Howcanthe speakerskeepthe conversationgoing?tlatch thesefollow-up questionswith the
exchangesabove.

A Andwhat'stheweatherlikein Madridnow? l
B Whataboutyou?Howlongareyoustaying?

C Haveyoueverbeento a tradefairin England? ._:.

D 0h, you'releavingsosoon.Whereareyouoffto? i--:

E Whataboutyou?Areyouinterestedin anyparticulasrport? ;

F YouknowBrusselws el[.Canyourecommensdomethingsfor meto see? j'-l

I Lookatthesesmall-tatkquestionasndthinkofresponsestokeeptheconversatiognoing.

lsn'tLondon Doyou like Doyou visit trade 4
greatfor going to thisstyleof
architecture? I fairsoll over Haveyou
thetheatre? ;" Europe? everbeenskiing
-s
t - ' * J ' -{'*t"a_ in America?

?'

9 Discussthesequestionsaboutsmatl talk with a partner.

r Doyouknowanyothersmall-talpk hrasesW? hichonesdo youfindmostusefutl o get
conversationgsoingin a businescsontext?

z Whatsmall-talqk uestionds o youusuallyaskonthetelephoneH? owaretheydifferenftromthe
o n e sy o u a s kf a c e - t o - f a c e ?

3 Haveyoubeenin a situationwhereyouhadto makesmalltalkwitha nativespeakeor f Engtish?
Whatwaseasyor difficult?Shareyourexperiencewsiththegroup.

1a -\-2 Newcontacts

10 Lookat thechecklistbelowto helpyou pieparefor a conversationat thewww.buslness.org
tradefair.Workwitha partnerU. setheinformationin yourPartnerFileto dotherole-play.

7 Aemember to greelyour Pa rlner' ingluAing

*L exchanqlnqnamet'

3 W" ,^oll+oli'to'o'- Y"opucooluiflrA"a' t,k l,o r '.
i n,{-o-r-m- ^a-tri-o-n
F\ove ontobusinets'

-lE Partner? ol so^e tlaqe lo answerqutslionS
,r"ro'"A
abovt you rtell anAabou'tvovr com?any'

j Arrono" lht n"'l <,onlo"tl-""lino'

'7 SayqooAb|e' PartnerA Filez, p.6o
PartneBr Filez, p.6z

tl Aftermeetingagainat thetradefair,BrendanfromAircrafttaintenanceInc.andRainefrrom
low CostFtightsInternationaalrenowbackat theirofficesandneedto exchangseome
informationC. ompletteheemailwlthwordsfromthebox.

o ippl,sri3fgd I

i Subject:Additional informationabout our products and services Attachment:products.pdf

t meetingyou lastweek at the pub in Brusselsand I very much
2 our conversationat your stand.

Youwillfind the .3informationabout our products and servicesthal you
a to this email,as promised.

5to visit you soon and presentour special package offer

for VIPaircrafts.Could I .6a meetingat your premisesin Bremen?
7a meetingand if you needany additional

,rr-2 \:,ir ::-:ac-s | 1!l

i Therearefewerconventionws ith emailsthanwith letters,but herearea fewpointsto remembe!'-

Openingsentence

Thisshoutdalwaysstartwitha capitaletterT. hefirstsentencies usuallya bitof smalltalk,refursto a
previousmessagoer meetingo, r explainswhyyouarewriting.

Hopeyou had a niceweekend.lHowarethingsgoing?
It wasniceto meetyou at the conferencelast week.
I'm writingto telllask you about...I I iust wantedto get in touchto ...

S a l u t a t i o n sa n d c l o s e s

Althoughthereareno rulesaboutwhichsalutationor closeto use,herearesomeguidelines:

moreformal DearMF Mrs,Ms RegardslSincerely

DearBob BestwisheslKind reoards

: HellolHi Bob Allthe bestlBest
i teastformal
(nosalutation*) (iustfirstnameor initials*)

: (*usuattjyustwithcolleagueasndespecialldyuringlongemailexchanges)

12 Brendanand Rainerhaveexchangedemailsto arange to meet,but the paragraphshavebeen
mixed up. Sort the paragraphsa-g into the correct emails below.

a Thankyouverymuchfortheinvitationandtheopportunityto meet.I wouldliketo confirmthe

meetingfor 3 Apritat 11a.m.Letmesuggestthat I bringourspecialiswt hocouldaddmoredetails
bothto the presentatioanndthediscussioanfterwards.

b Woutd3 Apritat11a.m.at ourofficesbe From: RainerNoack
convenienfot ryou?
ro:BrendaJnohnson
c We would be very happy to invite you to
ourofficein Bremena,ndwouldbe Sublect: Re:Additional informationabout our products and services

interestedin a oresentatiofnor fourof us DeaBr rendan,

(myboss,twocolleagueosf mine,and 1 l-l

mysetf)I.suggesat boutanhouranda z 1-_1
hall withIunchto follow
d I lookforwardto seeingyouin Bremen. 3 i-l
e Thankyouforyourhetp.Lookingforward
to seeingyouon3 April. 4. E From: BrendanJohnson
f I wouldalsoliketo taketheopportunity Ll To: RainerNoack
Subject: Our presentaf,o-
Bestwishes,
Rainer DeaRr ainer,

to findout moreaboutyourspecific 5
needsandwishesW. ouldyoumind
answerintghefollowingquestiontso helpuswithour 6
preparation? 7
o Whatnumberof aircrafat reyouinterestedin?
r At whichlocationws illyourequiretheseservices? K i n dr e g a r c s -

Brendan

. Wittyoualsobeinteresteidn regulaor verhauls?

g lt wasgoodto meetyouandI alsoenioyedyourvisitto ourstand.Thankyo- aisofo' ihe fileyou

sentwithyourrecenet maihit wasexactlythe informationI neededW. ewouidrireto hearmore

aboutyourMROservicesforVIPaircrafts pecifically.

t -lN- 2 Newcontacts

73 xowfindphrasesin thetwoemallsonpage19to comptettehegapsbelow.
Introduction/Referrtiongprevioums eetingormessage
R e g a r d i nogu rc o n v e r s a t io fn3 J a n u a r.y. .,

Requestinginformation
C o u l dy o us e n dm es o m ed e t a i l sa b o u t . . .

Makingor confirmingan appointment
HowaboutThursdaayt 4 p.m?

Concluding
Pleasefeelfreeto contacmt eagain.

t4 UseRainer'sandBrendan'nsotesto writeemailsto otherpeopletheymetat thetradefair.
Try to use phrasesfrom thls unit.

Brendan 1 Evwainl laila

1 Eynail to Moffta Ktstalasat klandJets'
W\LLshebe tw vurtherw
SantosfrormEuraftights, GervnanYntxt wetk'
Qoodto yt4t&tl4c; it Un" i*" tW saLd?Cawshe
tradefair. Catalagur, i^t corvl?to. Pre'se'nhter
owttc way.k wutther
better ww? prodwts,maYbe
'fWusohYdtexvuovtt

7 ErvtaLtoL Kersnw 2 Eynait ta tvlLhaet
Jvl*etlPrW. hat dLdshe
t6nk af tho tradefair? O'Brww.Verygood
I'LLbe iw tho Qrazarea
saowC. awvJearrarye a stqnd. plqte send
rweet*g?SaY2 hnnrs
or+5 oi toSePte'vnber? brach,ve and price li.str.
Will he ever be ir+
Eremen2 We uulo( visit
the.Irkh puh.

UNIT2 Newcontacts| 21

MariikeVeenstrais Headof Salesat lT Internationaal,companbyasedin theNetherlands.
ShehasglvenanIntervlewforthecompany'isn-housemagazineD. oyouagreewiththetips
shegives?

INTERVI EW

servicesI needto think from their perspective,

their market-In that way I can offer them not

only a product. but a benefit- hopefully the

exactbenefitthe-rarelookingfor.Themaintask

of a salespersoinsto 'bu1-'timefrom yourclient

in orderto find out aboutthebenefitor benefits

thel'erpect-Oftenthat requiresaskingtheright

questions

The third strategicquestionis: hou'can I

that I hare'madean impact'?Here

I need to satch m! counterparts reactions

- what they say,rtat their bodrrlanguagesa,vs

and sometimesevenx'hat they do not sa1.T.here

is alwaysa momentwhenthe bulers makethe

mental decisionto buy. Of coursethey don't

saythis out loud. But thereare lots of subtle

Q Marijke, youhavebeenin salesforalongtime, hints, like when a client says'we' for the fust
if I maysaysa ll/hat areyour tipsfor peoplejust
stailing out? time or when he talks about the future. Once

A: I havefour tips.First of all, thefocusfor any I know that the client has said'yes', I needto
successfuslalespersoins building relationships
with clients.If I can relateto them as people make fewerconcessionsA. gain, it is the same
- and not just as clients - I have a better
understanding of how they think, what is principlereally:understandyour clients'needs,
important for them and how they like to make
their decisionsS. malltalk is an important tool interestsand the benefitthey areseeking.
for doing this.I askmy clientswhat they do on
vacation,what kind of hobbiesthey haveand I Finally, I would expect any successful
try to remembertheir birthdaysor otherdetails
that areimportant to them. salespersonto look for a 'point of contact'

This is directlylinked to my secondpoint: I or an internal ally in the client organization.
haveto beseento beatmyclients'side,to beable
to solvetheir problemswith my productsand That shouldbe a personwho will think of 'me'

when the companyneedsa solution, a person

who prefers to work with me, rather than my

competitors.The basisfor that kind of contact

is trust. Tiust in the quality of servicesand

goods,trust in our offersand promisesC. lients

compare what they expect with what they

get. Trust increaseswhen that comparison is

positive.And that is positivefor us! I

IT INTERNATIONAL

@

. Howmany'persontahlings'doyouknowaboutyourclientsorthesupplierysouworkwith?What
' s m a l l - t a l k ' q u e s t i odnosy o un o r m a l lay s k / d ot h e yn o r m a l lay s ky o u ?W h i c hq u e s t i o nasr em o s t
e f f e c t i v ef o r e s t a b l i s h i nagg o o dw o r k i n gr e l a t i o n s h i p ?

. Howdo youthinkyoucanfinda firm'pointof contacti'nyourclients'organization?
r Whatareyourtipsfor beingsuccessfuinl yourlineof work?

z2

Offers

Lookat thesecommentsmadeby peoplein salesand purchasingaboutdealingwith offers.
Whichsentencescanyou mostidentify with? Discusswith a partner.

Sales Purchasing

I havelearnednot to offer lwish salespeople It seemsfromsome
a pricetag too earlybecausewhen woutoilsrcnrc my neects of the offersweget that
the otherside then offerstheirprice, beforetryingto convince
thiy haven'terrn ,rid: i
I wouldhaveto meetin the .,,1 meof theirproducts.;. our specicfiations......

Befaresendingan offer, i l --'
I makesurethat I havetalked

to thepersonin chargeof

w-s i1.,! Sometimes
I receiveoffersalthough
t::::
I don'tevenneedthe
Sometendersare
so vague,wedon't know &. ,iiir,,"-""'"-
whatproduct weshould

offer.

Themost importantthing Weoftek'haveto pa,Stpone
sendingout invifationsfo tender
is to makeit clearwhen writing up becouseof last-minutcehanges
requestedby otherdepartments
the offerthat the customercon't .;
do withoutourproduct. in thecompany.
-.- -^.,.

l{ow dlscussthesequastionswlth your partner.

r Whataretheprocedurefosrdealingwithoffersin yourcompanyH?owmuchof yoursalesor
purchasinisgdonethroughopenor invitedtenders?

2 Whatsortof problemhsaveyouhadwhendealingwithoffers?
3 Howoftendo youmakeor receiveoffersin EnglishA?rethereanydifferenceisn termsof content

o r f o r m a ft r o mt h o s ei n y o u rl a n g u a g e ?

UNIT3 0ffers| 23

-9!!-E"tl-rE.,.!g1! EF54'-ilq,P!D-s

Offeristhegeneratlermusedto describwe hatthesalespersoisnwittingto give,andat whatprice.
Salesperson Wehavesentourofferin thepost.
Purchaser Wehavereceivedfour offersfrom differentsuppliers.

Thetermstenderandbid canoftenbe usedinterchangeabtPyu. rchaserssendout oninvitotionto

tender(oftenshortenedto a tender)whentheywantto receiveoffersfromdifferentsuppliersT. hiscan

alsobecalleda requesftorprorosal.Salespeopflieteor submita tendero, ftenin competitiownithother
suppliersw, hentheymaketheirformawl rittenofferto supplygoodsor serviceast a specificpriceand

u n d e rs p e c i fci c o n d i t i o n s .

Salesperson Wehavesentin our tenderlbid.

Salesperson Wehavebeeninvitedto tenderlbid.

Purchaser Weshouldmakeo coll for tendersI bidsfor thisproduct.
Purchaser Wehavealreadyput out a tenderlbidfor thisproduct.
Purchaser Wewouldlike to inviteyou to mokea tenderlbid.

7 Matchthe two parts to makesentencesaboutoffers,tenders,and bids.

7 Havewe received o u rb i d h a sb e e na c c e o t e d ?
2 Wehavealreadyputouta b fortendera weekago.
f ABCSuppty'os fferyet?
Beforewedrawuptheinvitatiotno bid, d tendersis3o March.
e weneedto talkto theprojecmt anager
4 Thedeadlinfeorfiling
5 Oneof ourclientsis interesteidnthenew again.
f hasaskedusto makeanoffer.
producrt angeand g tendefrorthisproject.

6 Weputtheiobout
W h e nw i l l t h e vl e tu s k n o wi f

aAUDIO f,larcoFalconeis a sales
2 repfor Vino Rubinetto,a
9 wine distributor locatedin
Milan. Heis calllng oneof
his regularcustomers,Ines
Stoll, a purchaserat Clever
Cateringin Copenhagent,o
tetl herabouta newproduct.
Listenand answerthese
questlons.

a Whatnewproducits
Marcotryingto se[[?

b HowdoesInesindicate
t h a ts h em a yb e
interesteidn a possible
offerfromMarco?

c Whatwillhappenafter
t h e o h o n ec a [ t ?

24 | UNms

I

Listen again to the diatogue and completethese sentences.

r Well,thismonthwe
someof our newproductsin Europea, ndwethought

CleveCr atering

2 We'realwaysinterested
what'snew.

3 ...we o ft h eq u a t i t y

of our productso, f courseb, ut it'squiteniceto receive

Yes,I sawit mentioned t o y o ua n dy o u rc l i e n t s ?
andI readsomething youspeciarlatesforyourfirstorder...
5 Doyouthinkthiswine
6 ...I cantellyounowthatwe are w i t ht h i sw i n e ,I n e s .
7 AndI'msure

3 tatch the two partsto nake phrases.

1 to putout a quality ri
2 to promote b of interest
c atender #
3 special d ournewproduct
4 tobe e anorder
5 to place f rates
5 hish

l{ow use the phrasesto completethe sentencesbelow. t

r Asyouhavebeena clientof oursfor a longtime,we are
ableto offeryou
f o r t h e f i r s tt w e l v em o n t h s .

2 Wewill be looking , aswe needto increasesales.

3 Itisourpolictyo accepotnly products.

4 Wearehopingthisnewproductof ourswill toyou.

5 Ourproductiondepartmenht asinstalledthe necessareyquipmenta, ndwe willthereforebe ready

n e x tw e e k .

6 Thiswiltbeour largespt urchaseof theyear,andwe needto compareasmanyoffersas possible,

s o w e t h i n kw e s h o u l d

UNITS Offers| 25

4 Readthis excerptfrom an article in the Successful Selling magazine.Howeffective do you think
this approachto selting is (from both the seller's andthe buyer'spoint of view)?

AIDA \[hen salespeoplethink about a client's reaction to their
offers, they often think of these four steps:
A for Attention
for Interest They first try to attract their client's attention to their
products or services.Here first impressionscount so it's
D for Desire important to be narural, honest, and professional.
A for Action
They then try to spark the client's interest so that he/
shewants to find out more about the product or service.
The sellerneedsto convince the client of the advantages
of the product or service and its relevance to him/her.

If the client hasunderstood the benefits.and alsotrusrs
the seller,he/shewill start to develop desirefor the
product or service.

Desire resultsin action, meaning the client makesthe

decision to find out more or buy. I

sAUOIO llow listen agalnto the dialoguein exercisez (or look at the t]anscript on page7r). Doyou think
9 Marcofollowedthis approach?Why,or why not?

5 Herearesometypical sentencesfrom conversationsaboutoffers.First,decidewho sayseachof
the phrasesandwrite S for seller or P for purchaserin the box.

r I thinkyou'llfindthatourproducmt eetsyourspecificatiopnrsecisely. I

z InterestingC.outdyougivemesomebackgrounidnformation?

3 Thismonthwearepromotinsgomeof ournewproductasndwethoughyt oumight
beinterested.

4 You'l[bepleasedto hearthatourafter-salepsackageisthe bestin theindustry.
5 Perhapysouwouldbeinteresteidn lookingat ournewproduct.
6 So,I'vegotthego-aheadfrommybossandwe'dliketo placetheorder...

7 Greats, oundsinterestingC. anyousendusanestimateforthe project?
8 Onceyou'veexaminetdhesampleI,'msureyou'ilbeimpressewdiththequalityanddesign.

9 Thatmightbeexactlywhatwearelookingfor.
10 OK,I'ltsendyouanofferandwe cantakeit fromthere.

ilow decidewhichof the sentencesabovecanbe usedto:

a getsomebody'Asrreurron? expreslsrurneEsrin or DesrRE
b sDarklNrEREsinr or Desrnfeorthe
fora product?_
p r o d u c t ?7 , s h o wA c r o N ,i . e .s h o wt h a tt h e s a l ec o u l d
t a k ep l a c e ?

26 lUNlTg Offers

6 Workwith a partnerto practisea phonecall. Firstagreeon a productandwrite somenotes
(selter)or guestionsto ask (purchaser).Thenfollow the flow chart below.

CattB sayhelloandmakesmalltalk.

I

Respond.

I

I

I n t r o d u cyeo u rp r o d u c t .

I

I

A s ks o m eq u e s t i o n s .

I

Answerthe questionsl.s Pinterested?

No.Endcall(potitely). Yes.Showinterestandask
for moreinformation.
Wouldyou be interested
in tryingour...? I

I

RespondA.rrangfeora meeting
or follow-upcall,if necessary.

I

I

Respond.

S: selter p: purchaser

rA!Kl!,GA, BOUrA PRODucr Beingcautious
Wetl,mavbeB. utI wouldneedto knowmore
Askingif your partneris interested
Wouldyoubeinteresteidn tryingour...? about...
P er hapIsc a nte mp ty o uto s a m p l eo u r...? l'mnotsosure.
D oy o ut h i n ky o u rc o m p a n ym i g h tb e i n t e r e s t e d I don'tthinkthat'srealtywhatwe'relookingfor.
T h a t( r e a t t yd) e p e n d so n y o u rc o n d i t i o n s / p r i c e .
in...?
Doyouthinkthismaybeof interestto youand Sayingyouarenot interested
I' msorrybut...
y o u rc t i e n t s ? Unfortunatewlye'renotlookingforthatat the

Showinginterest moment.
T h a ts o u n d si n t e r e s t i n g . Thanksb, utwe alreadyhavea suppliefrorthat
Thatwouldcertainlybeof interestto us.
T h a tm i g h tb e e x a c t l yw h a tw e a r el o o k i n gf o r . oroduct.
Couldyousendmea sample/givme esomemore No,thanksW. e'renotinteresteidn thatat this

information? srage.

UNIT3 Offers| 27

7 InesStoltfromCleveCr ateringhasdrawnupa Requesftor Proposa(lRFPf)orVinoRubinetto.
Usethewordsbelowto completethegapsin the form.

Request for Propos&l (No.123H8G)

:::'llirl;'jlij.

Purchaser: Ines Stoll, Copenhagen
2period(until ...): l5 October
3number: SEC-D 90451t010

(consecutivenumbering for eachclient designatedby the purchaser, Sparkling red wine, Prosecco
including the year of plrcing the tende!) Sales (Clever Catering; Denmark, Germany, Britain,
Belgium, Netherlands)
Category of product or service: YinoRubinetto,Milan, Italy
Client/User:
+
Bidder/Contractor (incl. contact):
Sparkling red wine, dry, low alcohol, produced in 2006
Specffimtion of Prodrrct -orS Prosecco, medium dry produced in 2009
EU Quality StandardslevelI
Kind of oroductor service: Sparkling red wine:€25.50per bottle
Prosecco(mediamdry): €24.00per bottle
Specificationof performancelevel: Each category in 3-5 batches to warehouses in Germany,
aspeciflcations: Britain, Belgium, Netherlands between March and May

sand other performances
(time,conditions,termsof payment,etc.):

Necessaryinformation in advance:

Provision of materials bv the client: Standard bottle, 750 ml, glass, clear

Requiredqualifications of the contractor: Own production, experience in EU markets

Technicalprovisions(software/hardware/materials):

6. Replacement of all damaged goods

After-salesservices: Productavailablefor minimum of 10years

Other information 6rm ruinirrcrewnt)

7costsareto beincludedin the offer and needto be on a fixed-pricebasis

Signature(contretor confirming the offer)

Itrformatiotr abouttbis tends
This dcment des oot constiturean order nor doesit creaLemy Iiabiiitieson tbe parr of CleverCaterioe.

28 | UNIT3 Offers

Thestandardtenderingprocesseasrequitesimitairn mostcountriesT.heycanconsisot f invitedtenders,
whereonlya fewvendorsareaskedto submitbids,or opentendersw, herea largenumberof companies
mayparticipatwe ithoutpre-screeninSgo. metimetshecontentsof a tendercanevenbepartlynegotiated.
Whethear companyca[[sfortendersor notdependslargelyontheindustryt,hecompanypoticya, ndthe
kindof goodsor servicepsurchaserasrelookingfor.

8 Matchthesewordsand phrasesfound in the RFPwith their definitions.

r requiredqualifications

z performancteevel

3 batch
4 provision

5 specifications a.*-'
6 fixed-pricbeasis
Z warranty ;-,-,:

i
l
!_--,".)

a supply
b whena particulapr riceis agreedandcannot

bechanged

a writtenagreementot repairor replace
somethinigf thereisa problem
d theexactdetailsof a product
e a descriptioonf howhighthequalitymustbe
f a numberof things(e.g.goods)thataredealt
withasa singlegroup
descriptioonfthe necessareyxpertiseor skill

9 Matchtheverbsr-7withverbsa-g that havea similarmeaning.

1 assure a neeo
b hope
z futfit c srop
3 participate d promise
4 prevent e suggest
5 recommend f takepart
6 require g meet(requirements)

Z trust

l{owusetheverbsr-7 to completethetenderoffer,whichi/larco(VinoRubinetto)haswrittento
lnesin responseto the RFPon page7,.

UNIT3 Offers| 29

Vino Rubinefto
Via Galileo Galilei 6
20161 Mildo
Italia
TeL +39 2 72524301
Fu+39 2 72524302
Mail: Falcone@vino-robineft o.it
M.vino-rubinetto.it

Dear Ms Stoll

Your tender (no. 1238 HG) - Offer for sparkling red wine and prosecco

Thank you for inviting usto 1in the above bidding process.

I confirm that wecan I your requirements in regard to the requested low alcohol

levelof the sparklingredwine.The sparklingredwinewill be producedin 2006and the proseccoin

2009and the EU quality levelis l. Both wineswill be availablefor the nextfiveyears.

We strongly 3our dry proseccow, hichI can ayou is not excessively

dry.Weareconfidentthat your connoisseurws ill agree.

Wearecurrentlyableto deliverboth productsin our standard750ml greenbottles.Wewill beableto

meetyour specificationsof clearbottlesby the summerof nextyear.We sthat this

minor dilferencefrom your tenderwill not 6us from doing businesstogether.

Our pricesare:
Sparklingred wine:
€26.00per bottle for a minimum purchaseof 10,000bottles
€27.00per bottle for a minimum purchaseof 5,000bottles
€29.00per bottle for a minimum purchaseof 3,000bottles

Prosecco(dry):
€24.00per bottle for a minimum purchaseof 10,000bottles
€26.00per bottle for a minimumpurchaseof 5,000bottles
€27.50perbottle for a minimum purchaseof 3,000bottles

Pleasefeelfreeto contactme if vou 7anyfurther information.

Welook forwardto workingwith you.

Yours sincerely

lvlarca Fqlcone

10 lnes has rece:yedtarco's offer and OfierftoYw
finds somedifferenceswith the Gi-;, Vr* ouu'"u' Differe*ueftsom
req[irementsset out in the tender.
Readthrough both documents sprtlfratww iw o*r tex/ex:
again,then completeInes'snotes. ti 11^.Prvu tre abaveow budger

7)

3)

+)

30 | UNIT3 Offers

AUOIO

E10 11 Howlistento this extractfromtheconveriationbetweenInesandMarcoW. hichpointsdo
theydiscuss?

listen againandcompletethe sentences.

Marco 1c l e a rb o t t l e sv e r s u sg r e e n ?

Marco So, 'Well,I havesomegoodnewsonthat.
lnes c l e a rb o t t l e sa sw e r e q u e s t e d . r, youwitlbeableto supplybothwinesin

Marco 4,yes.

lnes Wellt,hat'sgood.OK.Thenext hingistheprice.

Marco Theprice? 5?

Marco WettI, didgiveyoua rangeof pricesdependinognthequantitypurchase.d..

lnes 6

Marco ...andz6 eurosreallyis a goodprice.

Marco Butl'[[seewhatI cando.
Ines
zonthat?

lnes Weneedwinesthatareavailableforat least envears.

Marco .8Andin ourofferwesaidfiveyears, e?

ACTIVEtISTEl{ING

Youcancommunicatbeetterbyusingactivelisteningstrategieslt.isveryimportantto continuallcyheck
theinformatioynoureceiveto makesureyouhaveunderstoocdorrectlyY.oucando thisusingthe
f o l l o w i n gt e c h n i q u e s :

Back-channelin-g Prompting- askingfor Paraphrasin-g Confirming-
showingthat youare moreinformation makingsureyou have sayingthat you have
realtylistening InterestingC. ouldyou understoodcorrectly understood
M m m h ,g o o d . S oy o u ' dl i k e. . . ,b u t o n l y T h a t ' sc o r r e c ty, e s .
YeahO, K. t e l l m em o r ea b o u t T h a t ' sr i g h t .
Ahah.I see. that? if ...lsthatright? Yes,I seeyourpoint.
Right. Yesc, ouldyougiveme So,if I understanydou S o ,y o u ' t tg e t b a c kt o
s o m em o r ed e t a i t s ?
W o u l dy o u b ea b l et o c o r r e c t l yy,o u n e e d. . . meonthat.
p r o v i d em o r es p e c i f i c S o n y ,d i dy o u s a y . . .?
information?

t2 Workwith a partnerU. setheinformationin the PartnerFilesto havea telephoneconyersation.
look at yournotes,andtry to useactivelisteningstrategieswhenmakingyourtelephonecall.

PartneAr Fite3, p.6o
PartneBr Fite3, p,52

UNITS Offers| 31

@Lookatthefo1lowingopinionsaboutopenvsc1osedbiddingsand|nternetauctions.

0 p e nb i d d i n g sa r e 0 p e n b i d d i n g sa r ef u n-
alwaysthe best theychallengme yskilts
becausenotontydo we asa salesrep.I getto
getthe full rangeof talkto the client'sreps
w h a tt h e m a r k e th a st o in orderto findout
offer,but alsothe sales exactlywhattheyare
peoplecompetewith l o o k i n gf o r a n dw h a t
eachothersowe get theyarepreparedto
the bestpricel payfor it. Anythingelse
is numbecr runching.

At mycompanywe C l o s e db i d d i n g sa r e
p r e f e rc l o s e db i d d i n g s reallyhardY. ouneedto
becausewedo not b u i l dt r u s ta n dy o u
needa largenumbeor f needto show
offers.Wehaveclear consistenqt ualityto be
s p e c i f i c a t i o nasn d ' w e invitedintoa circleof
arelookingfor partners potentiasl uppliers.
t h a tc a nm a t c ho u r
standards.

A u c t i o n sv i a t h e Auctionsonthe Internet
lnterneat remydaily area realpainwhen
busines-s andit's y o u c o m p a r et h e mt o
great:no longtalksand otherformsof bidding.
negotiationJsu. sta Thereis hardtya chance
s i m p l ec h e c ko f for buildingtrust
whethear supplier becauseit is allso
m a t c h e so u r remoteA. ndmostclient
s p e c i f i c a t i o nasn dt h e s p e c i f i c a t i o nasr en o t
r e s ti 5 a n e l e c t r o n i c a s c l e a ra st h e c l i e n t s
r a n k i n ga c c o r d i ntgo believethemto be.
the pricetheyoffer.

@

' Whichstatemenctanyoumostrelateto?Whichprocedurdeoyouprefetro workwith?
r What ypesof offersareyouusuallyinvolveidn at yourcompanyW? outdyouprefetro changethe

wayyourcompanhyandleos ffers?
. Howdoyouthinkyourcounterpa[ritkesthewayyourcompandyealswithoffers?

321

Neglotiations

Lookat thetips betowF. irst,workwith a partnerto addtwotips of yourown,thenrankthetlps
frommostimportan(tr) to teastimportan(tro).

o Tips for successfunl egotiations

* a Build a relationship with your partner' 'r-a
* b Considerthe interculturalaspectswhendealingwith
r:i
peoplefrom other cultures'
Be flexible: look for alternative solutions' :)
d Bepreparedto compromise(within companyguidelines)'
L*i
e Look for a win-win solution'
r=
I Use activelistening strategies'
::
(t Speakclearly and simPlY'
T
t h Ask questionsto find out what your partner is looking for'
i =

a* l-i
j

l{ow discussthesequestlonswlth your partner.

r Howoftendo younegotiatein EnglishW? hatkindof thingsdo younegotiate(priced, elivery
dates,etc.)?Wherearethepeopleyounegotiatewithfrom(EuropeA, sia,etc.)?

z Doyouusuallyagreetermsandconditionos verthe phone,in persono, r in writing?Whichdo you
f i n de a s i e s t / m o sdti f f i c u l t ?W h y ?

3 Howdo youfollowupan agreemenytoumakeon the phone?Doyouwriteconfirmatioenmailsor
f o r m a Il e t t e r s ?

UNIT4 Negotiation|s 33

AUDIO t GavinBrock,senlorsales managerat GarRentalInternationalin Paris,hassent an offer to Gabi
Bernstein,seniorpurchaserat EuroInsurancesLtd in Frankfurt,and is nowvisiting her officeto
# discussthe details. Listento their conversationanddecidewhich statementbest describesthe
tt stageof their negotiation.

a Theyareestablishinthgeirobjectives.
b Theyarenegotiatinsgpecificpartsof

the offer.
c Theyhavereachedagreemenatndare

s u m m a r i z i ntgh e n e x ts t e p s .

Listenagalnto the dialogueandcomplete
Gavin'snotesfrom the meetlngwith Gabl.
What doesGavinneedto do after the meeting?

Noles- Aeefing with Gabif)ernsteino{ E,rrolnlurances Lld

' Our offer is{aiAy cOmpetitive 1,bvl overall 2isloo high-

' Alte rnativ e oifer, basi cally sa e co nditio ns,bu! |ower pri ce.
-

Aain points{rom 6abi:

' No _ 3 feesfor carswith righf-hand drive(or [)rifain and
Ireland.

' Suggeslion,they take 4 more cart for that region,we lower

the of{erby _5 /o (fax aAvanfages).

' ReAucfion in the overheaA 6lor repairg anA mainfenance.

Syeciarl e?airi^turance,monthlyfee?

' ExfenAAurationof contractby{ovryears, anofher5To?rice Aiscounl?

1o/ois ?robablyour 7

New calculation, canwe offtr Soh?

2 FindwordsfromthedlalogueandGavin'snoteswhichmeanthefollowing.
1 thelengthoftimesomethinwgilllast:
2 theamountof moneyyouhaveto payfor a particulasrervice:
3 somethingthatis onlytemporaryn,otyetfinal:
4 theamountof moneythat istakenoffthe price:
5 thespecificpartsof a contractthatbothpartiesmustagreeto:
6 theprocesosf usingnumbertso workoutanamount:

34 | UNIT4 Negotiations

l{ow use the correctform of the words from page33 to comptetethese sentences.

aTheboardofdirectorshasgivenusstrictguidelinesastothe-ofcontracts
we makewithourpartnersW. ecannotagreeto a contracwt hichrunsfor morethanthreeyears.

b Weoftengive to newcustomerasndhopethatwecanthenestablisah[ong-

termrelationshwipiththemwhichwillalsobenefiut sin thelongterm.

c They'veofferedto lowertheirpriceif we buythefirstroo modelswithina month.Nowwe haveto

dothe to seewhetherourstoragecostswouldincreasaesa result.

d Wehaveagreedto altthe of thecontracte, xcepthedeliverydates.Theywill
makeusa newoffernextweek.

e Theywantto chargeusadditional forthemaintenancoef theunits.butwe

believethisshouldbeincludeidn theoveralpl rice.

f I'vesentthe reporto ourclienst othattheycangiveit theirapproval.

pFq'lsq!l$-TlRrril,4!91,.$ __*,r '.:.,

Conditionaslentenceasreoftenusedin salesnegotiationtso discusstermsandconditionsT.hetypeof
conditionasIentencyeouusedependslargelyonthe messagyeouwantto give.

T od i s c u s sf a c t sa n dt h i n g sw h i c ha r ea l w a y st r u e ,s u c ha sy o u rs t a n d a r dt e r m sa n dc o n d i t i o n s : :I
Whenyou ordermorethan rco articles,youget a five per centdiscount.
.i
Todiscusstermsandconditionws hichyouconsidevrerypossible:
lf you buy morethonzoo articles,we'll give you o sevenper centdiscount. I
lf webuy ftvemorecars,wewill alsoneeda reductionin the overheadcosts.

A salespersomnightusethisformto maketheoffermoreattractivfeorthe buyero, r thebuyermightuseit
to stressa conditiontheyfeelstrongtyabout.

Todiscusstermsandconditionws hicharelesslikelyo, r to showthatyouareiustlookingintopossibilities:
If you tookjust five morecars,wecouldlower our offerby fiveper cent.
lfwe extendedthe contract,wouldyouprovideus with a five per centdiscount?

Thisformis oftenusedto seehowfartheotherpartyis wittingto go in a negotiationw,ithoutmakingany

promiseysourselfl.t is lessdirectandthuscomesacrossasmorepolite.

AUDIO

3@ Listento thefollowingsentencesanddecidewhichspeakersaretalking about:

a2-16

a conditionws hicharefactsor alwavstrue.

b termsandconditiontshatareverypossible
f o r b o t hp a r t n e r s .

c possibilitiewshichbothpartnerasre
considering.

U N I T 4 N e g o t i a t i o n1s3 5

4 Complettehefol[owlngconditlonaslentencews lththecorrecftormof theverbsin brackets.
Urethehintsin thebubbtesto hetpyouchoosethecorrecftorm.

rlfwe (leaseo) urentirefleetfromthem, Iooking at possbi iEtier.

we (receivea) bigreductionin theoverallcosts.

z lfyou (increaseth) eorderbyjust5o, making the offer
( c a nl o w e r )o u r o f f e rb y f i v ep e rc e n t . . moreattradive
WC
-il
3lfwe
WE (agreet)o yourpaymenst chedule, stressingon

(needa) reductionin theovera[c] osts. iii: ?&,'., - imryftant candition

4lfyou (agreet)o alltheotherconditionsth, enl'msure Iooking at
(beabteto) meetyourdemandfsorthedelivertyimes. possibilities
WC

5 Whenyou (buy)ourinspectiosnervicesfora monthtyfee,
you (receivea)discounftorthe maintenancfe es. e &

5lfwe (extendt)hedurationofthe contracbt yanotherfour we;
years,
you fteducet)heoveralpl ricebyfivepercent?

t lfit ( b e )a l t r i g h tw i t h y o u ,I (send)

youthedraftversioonfthecontracbtyWednesday. *, *'. .-'-v\e:_r:yp":o::s.,s-i-b--le

5 Workwlth a partnerC. hoosesomoof thesltuatlonsbelow- or thlnkof yourownfromyouriob-
andwriteconditionatlenteneesto flt thegltuation.

7 A Youaremeetinwg ithlong-tercmlientws hohavenotboughat nythinfgromyouforthelast
yearY. ouwantto offerthema discounot ntheirnextorder.

B Youhavefounda newsuppliewr hois lessexpensivtehanA'scompanyT.heycanalso
guarantesehortedr elivertyimes.

2A Youknowthatthissupptiehr asdifficuttieins detiverinogntime.Butfora guaranteeddelivery
time,youwillpaymore.

B Youhavestorageproblemsa, ndsometimehsaveto waitforyourownsuppliersT. hereforyeou
do notwantto guarantedeelivertyimesto yourcustomerCs.anyougetthemto ordermorein
orderto reducetheprice?

3A Youaretatkingto animportanctlienot f yoursO. fferhimor hera speciapl riceordiscounot n
conditionthattheysigna five-yealreasingcontract.

6 Yourcompanyis in a restructurinpgrocessa,ndthereforeyoucannotagreeto a long-term
contractY. oudo,howeverw, antto geta reductionbecauseyouhavefoundanother
p o t e n t i aslu p p l i e r .

36 lUN|T4 Negotiations

AUDIO 6 RacheGl ohena,ssistankt eyaccounrt"ii"g", at theBuildingRentaSl ocietnis meetingLaura
Vialli,a buyerat Caf6Europaa, franchisingcompanfyorcaf6sT. heyarenegotiatingthe
€ conditionsfor rentlngpropertyin London.
17

Listento theextractandsaywhetherthefoltowingsentenceasretruefl orfake f,.

a Laurafeelsthatthe pricefor leasingthe property
istoohigh.

b Racherlefusetso considear shortelreasingperiod
becausethereis a lot of interesitn the property
f r o mo t h e rb u y e r s .

c Racheils wiltingto offera lowerleasingratein
exchangfeor a percentagoefthe caf6'sturnover.

Listenagainto thedialogueandcompletetheextractswiththemissingwordsor phrases.

r Wellc, omparetdo theotherofferswe'vereceivesdofar,it'scertainly

z Yes,I agreeT. hat to offeryoua bettepr ricew, hichI'msureisinyour

, isn'tit?

3 Ah,I y o u rd i f f i c u l t y .

4 Normallwy e that,butI thinkwealsoneedto conside.r..

q You there,butthe leasingperiodis anextremeliymportanftactorin setting
o u rp r i c e .

6 I'msorryl.'m . Whatexactlyareyouproposing?

7 lf thecaf6isthesuccesws e areatthopingfor,it wil[be to bothyouandus.

W o u l dt h a tb e

That , but I wouldhaveto talkto mybossaboutit andgetbackto you.

!!Ecqllll-l !!G_sJYEt s

Remembethr atnegotiatinsgtytesdiffernotonlyfrompersonto personb, utatsoacrossculturesT. hereare
manyfactorswhichmayinfluencehowyourpartnerbehavess,obe preparedforsituationws hichmightnot
betypicaitn yourcountryF. orexamplew, henmeetingbusinesps artnersfromBritainor the U.S.A.,
negotiationnsormallyallowtimeforsmattl atkat the beginningE. venin formalmeetingos r negotiationsit,is
feltthatrelationship-buildcinagnensurea successfuoIutcome.

Differencemsayalsooccurfromindustryto industryl.Tpeopleareusuallymuchmorerelaxedin their
clothingandbehavioutrhan,forexampleb,ankersa, ndthiswiltprobabtybereflectedin theirnegotiating
style.

Whennegotiatinwg ithpartnersfromotherculturesd, o yourhomeworkG. etacquaintewd iththecustoms,
manneras ndconventionasswellassomeofthedosanddon'ts.

UNIT4 Negotiation1s3 7

7 After the meeting,Laurawrites the following emaitto the headof her department.Completethe
gapswith the correctform of the verbsbelow.

accept. differ. enabler offer. receive. reduce. suggest

t^ i* "i "EAi :
,
_-,
!
r-----

HelloFranco,

Asyou know,after 1variousoffersfor rental premisesin London,I am

in the negotiationphasewith the better agents.My impressionisthat the leasing

period in London is quite standard;the termsthat they have

One offer was a bit different though. Rachefl rom BuildingRentalSociety

a leasingrate partly basedon our turnover at the premisesC. ould

we _s this,depending,of course,on the percentagerate itself?lt
would
6 usto 7th e fi xed pri cequi te consi derabl y.

8 Lookat thesewaysto agreeordisagreewithsomeoneP. uta tickI nextto theoneswhich
meanagreemenatndacrossf, nextto thosewhichmeandisagreement.

a I seeit a tittledifferently. X
b I shareyourviewscompletely. ,/

c Thatmaywellberight,but...

d Wecouldgoalongwiththat.

e Upto a pointwecouldacceptthat,but...

f I rea[[ycan'tagreewiththat.

g YesI,'mabsoluteliyn favouor fthatoption.

h I agree.

iNormatlywecouldacceptthat,butinthiscase...

j UnfortunatelIyc,an'tagreewithyouthere.

38 | UNIT4 Negotiations

{
l{owusethe erpressionsa-i frompage3i to t"rpond to the fotlowlngstatements.tote that
sometimesmorethanoneanswerls possible.

t A Thisisgoingto beaverybigordersoit'simportanwtegeteverythinrgight.

Bh . We'l[do the calculationasndgetbackto you.

2 A I thinkit'simportanwt e iookat the big pictureH. opefuttwy e cancreatea win-winsituation.

B .lt reallyis bestfor bothof usif we canestablisha successfulol ng-term
relationship.

A I'msureyou'isl eethattheincreasepdriceisnotsucha bigissue.

B . Theoveralpl riceis the mostimportanpt ointfor us.

A Letmeseeif l'veunderstoodY.ouwouldactuallypreferto payhigherpricesif we can
g u a r a n t e et h e d e l i v e r yt i m e s ?

B-.|fwecanbesurethatdeliveriesarealwaysontime,thenwecanpas5on5ome
extracoststo ourclients.

5 A Youknowt,hisisthestandardpracticeherein.lapan.
B , butin thiscasewethinkthatthesizeof ourordershouldconvincyeouto
c h a n g ey o u rs t a n d a r dp r a c t i c e .

AUDIO O7 GavinBrockfrom CarRentallnternational is havinga secondmeetingwlth his client, Gabi
Bernstein,from EuroInsurancesLtd. Listen to the conversationand tick p the sentences
@
18 you hear.

l::a Wewouldliketo createa long-termpartnership.

t_:b A long-termpartnershipis bestfor bothof us.

a Thatis certainlyinterestinfgor us. L:
b Thatis certainlyin our bestinterests.
t:

a Butit is necessartyhat bothpartiesbenefitfor ti
thatto work.
L-_,1
b Howeverb,othpartieshaveto benefitforthat
to work. t-,,

a I'mhappywe'vefounda solution. :.'-']
b I'mgladwe'vebeenableto finda solution.
i-" j

i--i
l--_l
1-- I

Dothey manageto reachagreemenot ntheir contractfor leaslngcompanycars?
W h a ta r et h e c o n d i t i o n s ?
Wouldthis conversationcountasa legally bindingagreemenltn yourcountry?
Whn orwhynot?

rytil

Ina negotiationb,othpartiesarelookingto getthe bestresultfortheircompanyY.oucanusethe phrases
belowto showyourpartnerthatwhatyouareofferingwitlbegoodforthem.

We'resureit would alsobe in your best interest(s).
It would be to your odvantogeto ...
Youwill be able to reduceoverallcostsin the long term.

Manynegotiatioenxpertshavesuggestetdhatpartiesshouldlookforsolutionswherebothwill benefi-t this
is cattedthe 'win-win'situationH.erearesomephraseswhichmayhelpyouachievethis.

Bothportiesmustbenefitfor thatto work.
Thatis bestfor bothof us.
Wewouldliketo createa long-termportnership.

10 CompleteGavin'semailto Gabiwlthwordsfromthebox.Doestheemailmentioneverything
that wasagreed?

sunrfiarize

DeaGr abi

ThankyouforourconstructivmeeetinygesterdaIy. I theopportunittyo meetwith

youagaina,ndI amgladwewereableto ,' agreemenAts. promisedl',mwriting

3thepointswe have,discussseodfar.

1' Wewill notincludeadditionafel esforthecarswithright-handdriveforBritainandlrelandif youtakefive
morecarsinthatregion.

2. Youwilltakeourspeciainl surancoefferfora monthly a.lt includetsheannual
overhaualndthemountinogfwintetryres.

? Youagreedto extendthedurationofthecontracbtyfouryears.

4. Youagreedto makea sof a thirdof $e annuatlumoverwitrin sevendaysof

signingthecontract.

5. Wewill takeadvantagoef theone-dayregistationlarvsin Germanya,ndofferthecarsto youasusedcars.
6. lf allof theabovepointsareagreedt,henwewill redweouroveralol fferbysixpercent.

Pleasecontacmt eto .5$at youagreewit'rthesepointsI. will thengetourlawyersto
drafta contracftoryourconsideration.

Onceagaint,hankyouforthe 7to workwithyouonthis.I lookforuard

.8ourcooperatioonverthe nextfew years.

Yoursincerely
GaviBn rock

40 lUN|T4 Negotiations

tl Reviewthe phrasesusedin theunit aswettastheonesin the boxbelow.Thenworkwith a
partner.Usetherolecardsin thePartnertiles or think upyourownsituationto negotiateand
try to reachanagreemenwt ithyourpartner.

PartnerA Fite4,p.6o
PartnerB Fite4, p.62

!Eqgn4r!9U14!sqLGE__ ----*,., .-:-ii.

i

Startingthe conversation
We'reveryhappyto be meetingyoutoday.
Wehopeto cometo anacceptablseolutionfor bothof us.
I'dliketo discusssomeof the detailsin the offer.
WeUtiketo hearyourproposalsbeforewetellyouwhatwecanoffer.

Concludingyour arguments
Sothatwrapsit up.
T hats um su p o u rs i d eth e n .
Wearesurethatyouwill seethe benefitsforyourcompanyif youtakeup ouroffer.
ThereyouhaveourproposalI.'mafraidthat'sasfaraswe cango.

Finishingthe conversation
Thatmaybea possibitityb,ut I haveto discussit with my boss.
Letmegetbackto you.
I'mhappywe'vefounda solutionl.'ll sendyouanemaiItomorrowsummarizing

o u ra g r e e m e n t .

t2 Onewordin eachof thelinesbetowdoesnotgowith theitemin botd.Crossoutthewordthat
doesnotfit, asin theexampte.

r sffer gK negoti'ate,'get adiscount

' 2 :ag1ee,to guarantee rqdUce rnoveup a deliverydate

3 .tower extend reduce agfee,to thedurationof a contract
4 accept reconsider re.eeire 'Ca[qq.lqtea, noffer

5 reduce increase ,exte , 'lo.Wer"tthe price
6 guarantee quatity,de$v.eqrrli.nS6r*: .4rci.S{tir€1,,.ch,eaper,prices

7 negotiate the.price the.q.ql'difioiq;'a,tl.fer- .a:{gtagonship

73 Comptettehetablewlth nounsfromthe unlt.

-l'

1-NO,UN



421

Orders

Discussthesequestionswith a partnel.

r Howoftendo youplace/takaenorder?Doyoumostlydealwithcompanieisn yourcountryor
abroad?

z Whatarethestepsinvolvedin ptacing/takinagnorderforyourcompanyW? hatformsdo youhave
to complete?

3 Doyouneedapprovaflromyoursuperiortso place/takae[[orderso, rjustforonesinvolvinlgarge
quantitieosr significanatmountsof money?

4 Whenworkingwithforeigncompaniews,hatarethemostdifficutat spectisn placing/taking
orders?

AUDIO fean Dubanworks as a satespersonfor the internationaltelecommunicatlonssupplier TEGID
(SA)in Lyon,and spendsa lot of time on the phone.Listento two of his phoneconversationsand
€
completethe notes.
19-2O

CwstovnerOrder:

fra rnJunkt Hanarnura,JapanCarmtw

Quawity: vwdd # Xpk14:

ynadel # 3: N0

Dellveryby Frtday m.ornivgto

Needtofax 5 codract

Cnstovnr-Or rder:

fravwNa &etk, PhtvaExroPei,bflrdd 6 contract

FLrstorabr va.dcrthe

Q'vutttty: 7 utewi.avt'Ie,ods

Ddweryutttl4Lw 8 rnlntlas

UNIT! Orders| 4it

AUDIO Llstento thecallsagalnandcompletethesentencesbelow.

@2

t9-2')

Callr someUSBadapterfsorournetwork.
to ourofficeinOsakabyFridamy orning?
rWe I ' v eg o t e v e r y t h i n dg o w nr i g h t .
z Canyou
3 So,letme a modeIcontracitmmediately.
4*-Fine.

Callz ourfirstorderundertheframecontract.
to letyouknowhowthingsaregoing.
5 ...we're
6 Letmejustfinda penso I can
7 Ofcoursel.'ll emailit to you
8l

Whenhandtingorders,it is importantfor the salespersoanndthe purchasetro exchangeall relevant
i n f o r m a t i osnu c ha s :
r Specification(sformateriatq, uality,etc)
r Quantity
. Contacpt erson
o Placeof delivery
. Deliverydate
r Methodof payment(e,g.cashon delivery(COD)i,nvoiced, irectdebit)
r Othertermsandconditions
r Paperworkneeded(signedorder,confirmationbyfareetc.)

Muchof the informationaboveis inctudedin a frame contract.Atscoalleda cal!-ofpfurchaseogreement,
thistypeof contracits oftendrawnupwhena clientor companyneedsa just-in-timdeeliveryof standard
productsthattheydo not wantto storethemselvesA. n orderplacedundera framecontractis calleda
call-offorder.

3 Completethesentenceswlth wordsandphrasesfromthe box.

r We'dliketo placeourfirstorderinaccordanwceiththetermsandconditionosfour

. The witlbeourwarehousneearCoventry.

2 We' e sentthe to yourfactoryT.he is enclosedandshould

be paidwithin3o daysof

3 We'vespokento ourproductionunit,andI canassureyouthatwewill beableto meetallthe
ofyourorder.

44 | UNITs Orders

0ur chargedsependonyourchosen . You'lflinddetailsof howvou
canpayforthegoodson ourwebsite. ( o rr e t u r n e de m a i t c o n f i r m a t i own )e,w i l l

5 Assoonaswe havereceivedyour
passyourordeor ntotheproductiounnit.

4 Workwith a partner.Usetheinformationin the PartnerFilesto practisehandlingordersT. ryto
usesomeof thephrasesfromtheboxbelow.
PartneAr File5,p.6r

PartnerB Fite5,p.63

._-rla!!,PJ!!!G_9}lq8g

Placingorders
Wewouldliketo order/hav.e..
We'rereadyto makeour firstorderunderthe framecontract.
We'dtiketo placea call-ofof rderfor 3,ooounits.
Wewouldappreciatdeeliveryby FridayC. anyou manageit/that?

Takingorders
I'ltjusttake/writedownthe details.
Letmejust writethis down/typein your order.
So,howmanydo you needexactly?
Wasthereanythingelseyou'dliketo ordertoday?

Checkingand confirming information
L e tm e j u s t c h e c k / r e p e taht a t .
Letme makesureI'vegot everythindgownright.
Yes,that'sright/correct.
SorryD. idyousay...?
Couldyousaythatagain/repeatht at,please?

5 Anna Longworks as a purchaserat
Stores Internationalin Leeds.Shehas
iust placedan order undera newframe
contractwith their wholesalerFashion
ModesPlcin tlilan. Lookat the web
orderon the next page,and usethe
words betow to comptetethe gaps.

a VAT
b Contact
c Totavl alueof goods
d Deliveryaddresses
e Gross
f lnvoice
g Placeof delivery

UNITS Orders| 45

Youhave just completed this order, P/ease check all items before confirming.

Client i Stores International,Leeds, England

Frame contract i 128qi9978

Order number wc0001-128jh

Authorization (PlN)

Payment erms T:+44(211)5560-900
e' n.r-o'ngdJr""-Jnternationat.com

2 payablewithin 30 days upon delivery

Billingaddress Stores International
c/o Anna Long
40 North Street
Leeds, England

Central warehouses.addresses known

u (net) 42,750.0O t-E..
rj+'u-..-
Cunency euro
','.,,...$irlni.*,d:,'tf,fd
6 (19%) 8,122.50
ffi
7(total price) 50,872.50
Send

Comments: Pleasemake surethat all items are accompanied by detailed deliverynotes.

After completion of the order you will receivean automatic confirmationvia email.Should you not receivethis email
within one hour,pleasecontact our internationalhotline 1-800-09111959.

:::ff--::i-q

REFERRII{TGO I{UIUIBER(S)1{A1{ORDER

ln salesandpurchasingt,he termspart number,itemnumber,andarticlenumberarcoftenused
interchangeablAy.moretechnicatlermis SKU,stock-keepingunit.Likethe othertermsabove,this
sequencoef numbersand/orlettersis usedto referto andidentifya specificproducftor bothsales
andinventorpy urposes.
Notethattheabbreviationfonrumberis no. (orsometime#s).

tr -5 0 rde:s

6 Usethectuesto completethecrossworpduzzle.

Youcanfindalt theanswersontheformonpage{5.

Across
z USDE, UR,andGBPareexampleosf this.
5 Theformthatthesuppliefriilsin andsendswith

thegoods.
7 lhe personat theothercompanwy hoyou

s h o u l dt a l kt o .

Down
r Howthemoneyforthegoodsshouldbepaid.
z FCMIONNATRII'Olls:endwritten...
3 Thebuitdingwheregoodsarestored.
4 t7.5"/i"ntheU.K.
6 Howmuchthegoodsareworth.

AUDIO

ws 7 Annanowhasto changeherorder.Shecatlshercontaeat t tashlonitodes,thesalesrepRoberto

2a BrancaL. lstento their conversation6nddecldewhetherthe foltowlngaretruef; or fake ffi.

r Theonlinetoolforchanginogrdersdoesn'wt orkyet.
z Annawillautomaticalrleyceivaenemaicl onfirmintghechanges.
3 Annawantsto maketwo changetso theorder.

8 Listenagalnto theconvergatlona,ndtlckp thesentenceesndphraseryouhear.

r I needto changetheorder...
z I'llmakea noteof thechanges.
3 l'[[needwrittenconfirmatioanswell.
4 l'l[enterthechangeisntothesystem...
5 ...couldyoupteasete[[metheordernumber?
6 Coutdyoutellmewhichitemsareincorrect?
7 lt ought o beBrightonn,otBirmingham.
8 ...couldI alsoaskyouto addanotheirtemto theorder?

t{ow decldewhlch of these s€ntencesyou can ure lor
a changeanorder.1,
b accepat changeto an order2. ,

U N I T S O r d e r s| 47

9 Usesentencesfromexercise8 to completethefotlowingminl-dlalogues.

A Whatwitlhappennow?| meanI, needsomesortof confirmation.

B Yeso, fcourse. ', andyou'llautomaticalty
receivea confirmatioenmai[.

A Unfortunateolyneof theitemsis incorrecat,ndI needto changeit.Canyoudothatforme? 2
B Ofcoursel.t'sno problemB. utfirst.

B OfcourseI, cantakecareof thatforyou.Whatwouldyouliketo change?
A
B Yes,of coursel.'l[sendyouanemailstraighat waysoyoucanseewhatwe'vechanged.
A l'msorry,but I needto talkto youaboutsomemistakesin ourordernumber07 1345.
B Yes,certainly.

B Yes,of courseW. e'realwayshappyto increasteheorder.

@22 10 Sometimesit canbedifficult to understandnumbersandfiguresgivenoverthe phone.Listento
t h e r e c o r d l n gas n dc o m p l e t et h e m l s s l n gi n f o r m a t i o n .

r Theordernumbeirs . Haveyougotthat?

z Saleshavebeengreat.Sofarthisyearwe'vesolda totalof u n i t s .T h a t ' sa n

i n c r e a s eo f o v e rl a s ty e a r .

3 GoodnewsW. ecansaveup to eachquarterif weswitchsuppliers.

4 l'mpleasedto report hatthisfacititywasableto increaseoutputfrom to

l a s tq u a r t e r .

5 I havea questionaboutoneof theitemsyouorderedl.t'sitemnumber

the cable.

6 Thenettotalforyourlatestorderis . Withthe DutchVATof

thisgivesyoua grosstotalof

tl Reviewthephrasesonpage44totcheckingandconftrmlnginformatlonl.{owworkwith a
partner.Usethe lnformationin the PartnerFilesto practisepasslngonfiguresoverthe phone.

PartnerA File6, p.5r
PartneBr File5, p,6l

.I I Uill5 Orders

t2 Herearesomeertractsfroma stanOarCcontracbtetweenPhoneEuropeIn Sheffleldandthelr
Frenchsuppller,TEGID(sA).matchthetwo partsto makecontractterms.

r binding a andregulations
b ofthecontract
z liable c onarrears
d allrights
3 due e agreement
4 interest f date
5 invalidataenyotherclauses g thiscontract
6 reserves h foranydamages

7 revoke
8 subjecmt atter

llow completetheseextractsfiom thecontractwlth thecontracttermsabove.

The t isthedeliveroyf electroniecquipnenbtyTEGID(SA)
to phoneEurope(.Forspecificatioonfsconditionsd,elivertyermsaniltlata,seoAppendixUAn. less
otherwisperoviderthl esespecificatioanrsebindingtobothcontractinpgutia.)

Thesipatureof bothcontractinpgartic constituteas 2for thedelivery

of thechoseanrticlesc;all-offorderswill behanrllotdhroughtheonlineportalof TEGID(SA).Both

sideascceptthegenerasltandartdermsandconditionosf TEGID(SA)'

rEGID(SA) 3toselecstuitablelogisticapl artnertso moest chsduled
deliverdyates.TEGI(DSA)isnot aor lossoisncurrodbythelogistical
partners.

phoneEuropeagreetso fulfilitspaymenotbligationwithin14calendadraysafterreceipot f the

articlesI.f thecontractinpguty exceedthse 5bymorethentencalendadrays,

TEGID(SA)will chargean 6of fourpercentabovtehoba.se

interesrtateof theEuropeaCnbntraBl ank.€10wiltbechargofdoreachreminder'

Anagreemecnltausbeeingor becominvgoiddoesnot

TEGID(SA)roservesallrightso 8in partsorin full if Phone

Europeinfringesanyof theagreedpmvisions.Apenialeltpyendosntheextenot f thedamage

incurredbyTEGID(SA)(fordeailsseeAppendBix). a

U N I T s O r d e r s| 4 9

f3 A colleagueat TEGID(SA)asks questionsaboutthe contract.Canyou give an ansrfler?
r 'WhendoesPhoneEuropeneedto payby?Andwhathappenisf theypaytate?Witttheyhaveto
p a yi n t e r e s t ? '
2 'Wecan'tacceptthisclausel.f westrikeit out,witttheyhaveto drawupa newcontracot,r is it
stillvatid?'
3 'Whowillactualldy elivetrhegoods?Andwhathappenisf a thirdpartycauseds amageto the
goods?'
4 'Undewr hatcircumstancceasnwegetoutof thecontract?'

Lookat thefollowingcommentasboutusingintegratedbusiness oftwarefor processinagnd
trackingordersW. hichopinion(sd) oyouagreewith?

JudyWelsh,Headof Sales
Usingelectronicorderingsystemsis reollygreot.Everythingis so much
quickerand easier.I rememberwhenwe usedto sendordersbyfax.First
you hadto typeup the orde4thenprint it out, andproythefax machine
wasworking.Noweverythingis doneby computer lt'swonderful.

KenFellowsK, eyAccounMt anager
Workingwith onlineorderingsystemsis o poin. Theyareso
complicatedandmuchtoo detailed.Plus,I preferto deal with
realpeopleratherthan websites,emails,ondpaper,anywoy.
It makesbusinessmorefun and it is alsofaster.

LeePark"Buyer
Whatieallygets on my nervesarewebsiteswhereI placean orderand thent
- don't getany responsen,othing- no ,rttogi, no email- teilliinmg e thatthe
orderis actuatlybeing processedT. hat'swhent reachfor thephoneor writean
emailof my own so I canmakesurethot my order hasreaitlybeenreceived.

Annalones,SatesRep
Electronictoolsshouldbejust that: tools. Theyorejust there
to makelife easierandshouldn'tbe usedto do the things
peoplecondo better.lf you blamethe tool whenthingsgo
wrong,thenyoujust aren'tdoingyourjob right.

. Haveyoueverusedanintegratebdusinesssystemto handleordersW? hatdoyouthinkthe
a d v a n t a g easn dd i s a d v a n t a g easr e ?

. Haveyoueverencountereadnyproblemws ithanautomatesdystemforplacingortakinganorder?
DescribwehathappenedH.owdoyouthinkthistypeof probtemcanbeavoided?

fl)

Gustomereare

Lookat thefollowingtist of probtemswhichhavebeenmentionedby peopleworkingin sales
andpurchasingT.ickfl theoneswhichyouhavepersonaltyhadto dealwith.Ganyouaddany
otherproblemsto the lists?

Whatsalespeoplceomplainabout:

O r d e rasr eo f t e nc a n c e l l eadtt h el a s tm o m e n t .

C u s t o m esr so m e t i m epsa yt a t e( o rn o ta t a l l ) .

Customeorsftensendincompletoerderforms.

Whatpurchasercsomplainabout: ":
T h e r ea r eo f t e nd e l a y si n d e l i v e r y .

T h ew r o n gg o o d sa r es o m e t i m esse n t .
Thequalityoftheproducitsoftennotasweexpect. , -,

Workwith a partner.Choosea problemfromthe lists abovel.maginesomebodyis complainlng
to youaboutit. Howmightyourespond?

aAUDIO
TwocustomersaremakingcomplaintsL. istento theseextractsfromthe phonecallsand
2r-24 completethe tabte.

Problem Solution

Callr

Callz