English for Sales and Purchasing

U N I T 6 C u s t o m ecra r e| 51

tlatch the two parts to makesentencesfrom the dialogues.Thenlisten againto checkyour
answels.

r Thereseemsto bea a moresoecifisco I cantellourcustomers.
b it'sstittnotworkingcorrectly.
z Sorryb, ut I needsomething c mistakewiththeshipment.
3 Canyoumanagedelivery d someonwe iltbeherebynoon?
4 | canconfirmthat e fixedthe problemyesterday.
5 I'mafraidthat f byFriday?
6 Somebodsyhouldhave g onto theserviceunitimmediately...
7 l'[[personattgyet h you'[[receivethesensorsfirstthingFridaymorning.
8 Canyouconfirmthat

!II JIEEL*.$-?:is':.--r,,Ii,...-- There
geemsto
Whenmakinga complaintit, is hetpfutto usethefollowing
t h r e e - s t eapp p r o a c h : bea mistake.
r Describtehe problem. I didn'torder
z Stateyourrequesct learly(whatw, hen,how,who).
3 Confirmagreements. candles.

Weusecertainwordsandphrasesin Englishto makea
c o m p l a i n[te s sa g g r e s s i vaen dp e r s o n a l :

lln ofraid (thot) thereis a problemwith ...
ThereappearsI seemsto be o mistakeI mix-up...
Unfortunotely,wehavea slight problemwith...
Wecanalsousesentenceswithshouldhoveto explainexactly
w h a tw e n tw r o n g :
Somebodyshould havefixed theproblemyesterday.
Theshipmentshould hovebeen sentto Shanghai,

not Seoul.
Weshould havereceivedthe delivervlast week.

a 2AUOIO Listen to the phonecalls in exerciser again (or look at the transcripts on pages74-75.)
Dothe speakersfollow the three-stepapproachabovewhen makingtheir comptaints?Find
2t-24
examples.

3 Put the wordsin the right orderto makesentencesusedto makecomplaints.Xotethat in each
casethere is onewordyou do not need.

r theinvoice with there's I'mafraid a oroblem that seems
2 appearsI'm this detay witt afraid cause problemsus
3 haven'rt eceived already shipment We the yet
4 to shipmentshould The beensent Moscow receivedhave
5 should Unfortunatelyis stitl the program not working
6 for can understandthis I is frustrating stight you that
7 you confirm that here unfortunatelysomeone wilt be tomorrow? Can
8 technicianscould yesterdayYour should have fixed it
9 mistake to be Unfortunatelymanage seems a theorder with there

52 I UNIT6 customercare

AUDIO Lindalllatthewsa, purchaseart LogistitsInternationali,s ringingAtenat{ovik,a salesrepat

tr\ Pape4r U in PragueL. istento theirconversatioanndtakenotes.Whatis theproblemandwhat
U4 actionwill Atenataketo fix theproblem?

25

5 Listenagainto thedialoguebetweenLindaandAlenaandcompletethesentences.
r RightI,

z I realizethisis so l'[ seeto it immediately.

3 youa fewquestionfsirst?

4 What b y ' t h ew r o n gp a p e r ' ?

5 l with Productioanndarrangea speciadl elivery...
6l theshipmenits at yourlocationnolaterthanro a.m.tomorrow

7 I'Il makesureyougettherightpapetromorrow.

Whichof the abovesentencescan be usedto:
a confirmthatyouhaveunderstoodthe client'ssituation?
b askfor detailsof the problem?
c suggesstolutiontos theproblem?
d hetptheclientbyconfirminwg hathasbeenagreed?

COfriPtAtl{T ||,iAI{AGEMEI|ITflTH CAStt :

r Whe.ndealingwithcomplaintsit, is helpfultofollowa four-stepapproach: ,

: Confirmthatyouhaveunderstootdhe client'ssituationandcanseewhyheor sheis angryor frustrated. l
(Notethatwe sometimesaysorryeventhoughsomethingis notourfault.)

|m sorryto hearthat. I t understandyoursituation.
t realize this mustbefrustratingfor you.

Askforthedetailsoftheprobtemandfindoutwhatthecustomerhasatreadytriedtodotosolvethe
probtem.
't Couldyou tell me exactlywhichitem wasdamaged?
..Maylaskifyou,vetriedtousethetrackingfociIityonourwebsite?

, $erve yourclientbysuggestinsgolutionsthatareasquickandeasyaspossible. :
'. Youwitt get the missingshipmentwithinz4 hours.
: t'llget backto youfirst thingtomorrowmorningaboutcompensation. l
i

Hetpyourclientbyconfirmingyourcommitmentasndrepeatingwhatyouagreedto do. l
l'll seeto it immediatelyand personallymakesureyouget compensation. i
i
, Are we agreedthat you'll fax me a copyof the invoiceand l'll sendyou the missingitems today?

UNITG Customerca|r5e3

i,

6 Ghangethesetantencesso that they frt the GASHapproachto customercere.Usethe prumpts
In brackets.

r|sthatrea1lysuchaproblemforyou?(understand)IffithatisaprobIemforyou.
z I guessthatmustbedifficult(.realize)
3 What'stheprobtem(?exactly)
z*-lsthatallrightwithyou?(convenient)
S SoI thinkyou'llgetit nextweek.(makesure)
5 Someonweillsortit outimmediate(lylp.ersonally)
7 You'lhl earfromussoonabouthediscoun(tU. onFriday)

7 Completethe sentenceswlth wnl (10 andverbsfiom th bor

r | 'llseeto it immediately.

z l yougettheshipmenot ntime.

3 theorderto yourofficesbyFriday.
4 youtheorderformstraighat way.

5 the detailsandour agreemenitn writing.

6 the rightgoodstomorrowat the latesL

8 Workwlth a partner.Useasituationbelowor thlnk of yu cnr sltuation.Thenusethe
flowchartto makedlalogues.Usethe phrasesin tbe rrit sofrr to makeandrespondto the
complaints.

+ffi'"."sffi

)

54 | UNIT6 Customercare

{
9 linda illatthewshasa problemwith a DuichlT flrm caltedlnstantSolutions,andhasffltedout

the complaintformon their website.look at the formandsaywhetherthe followingstatements

aretrue@orfabef,.

r Thereisnoframecontracrtelatedto thisorder. l--t
z InekedeBruintooktheorder.
LI

i*t

L*.J

3 AfterplacintgheorderL, indareceiveadnemaicl onfirmintgheshipmenatnddeliverdyate.L-l

4 Fiveitemsweremissinfgromtheorder. LI

5 InekedeBruinhasagreetdo paycompensation. t..-l

ComplainFt orm

Cliendt ata: Shipmendtata:

Client : LogisticsInternational, , Typeof article: I Notebook NB 1005511 i|
(@mpandye,partment):
I Central PuTlglgj!9j., - - *___---_l j L____ :
Representative Matthewq Linda Numbeorf items: -.-''-'''_
I
(sumamgfirstname): j fr-t-hitrt"
t___._ ril
Address: i

Emaailddress: ---*l Ordenr umber: rI Nl Bl0055ll
: clyd.R."d"

IGlasgoqScotland __ I _l
j| ^^._'_
I Framecontract: I LIGFC25230of l0 Februar2y009
[email protected]

Telephonnuember: + 44 (0) 34244 5768 Shipmenttracking L[342-4rFG
number:
Faxnumber: I + 44(0)342Ms769

Typeof request:

& lnformatioanboust cheduleshdipment ! Shipmentbehindschedule *ffi
Articlme issing
& Deliveroyfwrongarticle
t Delivereadrticlenotfullyfunctioning
tr Defectivearticle
n Documenintscomplete
n Otherrequests:

',Oecei o*: , -:':''' '. ' '' , '

I placed the order two weeksago with Ms Ineke de Bruin. Shesentan email a day later confirming the shipment
'as agreed',but there wasno written confirmation of the delivery date.We should havereceived30 of your
notebooks as specifiedin the order mentioned above.We only received25 notebooks, and they weretwo days
late. To date we havereceivedno information about the missing notebooks.This is the secondtime this has
happened!We expectthe missingitems in the next few daysplus compensationfor the inconveniencecaused.

:1ii*l--.ai:?ti:::t:i i:i

10 Comptetetha tablewlth wordsfromthe onllneformabove.

I confirm deliver
ship

UNlT6 Customecrare | 55

llow usethe correctform of words flom the table to completethe sentences.

r Theirwebsiteis futlof useful . EverythinIgwantedto knowwasavailableand
easyto find.

z Wehave theorderbyspeciaal ircourierY.ouwillreceiviet inthemorning.
3 Canyouplease thatinwriting?

4 Couldyou e x a c t l yw h a ty o u h a v er e c e i v e d ?

5 I'mafraidwe areunableto thatmodeul ntilnextweek.

6 Theframecontracot rovides if thegoodsarenothereontime.

tl lnekedeBruinof InstantSolutionshaswrittenthefollowingemailto LindaMatthewsW. hat
phrasesdoesInekedeBruinuseto:

r apologize?
z showthatsheunderstandhsercustomers'situation?
3 explainwhatcausedtheproblem?
4 statewhatwill bedoneto fixtheproblem?
5 offeranotherbenefito hercustomer?
6 apologizeagain?

Dear Linda,
Pleaseacceptmy apologiesfor the latedelirery of lour notebooks.I very muchregretthe
frustration and problemsthis hascausedyou.
pleasebe assuredthat we aredoing everythineto makesurethat the missingnotebooksarrive
assoonaspossibleT. he delaywascausedb1'unexpectedcomputerproblemsin our production
department,which havesincebeenresoh'ed.The missingitemswill be deliveredby special
courierto your officesin Glasgowby Thursdayat the latest'
Sincethis hashappenedfor the secondtime and alsoasa signof goodwill,I would like to offer
you a freemaintenancecheckof the PCsyou haveleasedfrom us for your officesin Warsaw'
Again I regretthe inconvenienceand hopethat wewill be ableto continueto do business
together.
Shouldtherebe anyfurther difficulties,pleasecontactme directlysothat I canpersonallytake
careof anyproblems.

Bestregards,

Inekede Bruin

PS:I'll call you on Friday to makesureeverythingis asit shouldbe'

5 5 uh - 6 Cu sto mecra re

72 €hoosethe mostsuitableword to completethesesentences.

r I apologize/regretlexplathineinconveniencaendhopethatwewittbeableto do business
together.

z lf youdo not compty/obey/followiththedeliverytermsasagreedw, ewitlbe sorry/forced/
happyto findanothesr upplier.

3 Pleasebe assured/happy/satisfitehdatwe aredoingeverythinwg e canto fixtheprobtem.
4 Wewittbe made/forced/requiretod askforcompensatioin thiscase.
5 Wearewritingto definitely/completety/formcaolmtyplaianbout hesituation.
6 Shouldtherebeanyfurtherdifficultiesp,leaseinformme directly/first/quickty.

t3 Workwith a partner.Readthe following complaints,anddiscusshowyou would deal wlth them.
Thenchooseoneandwrite a response.Try to usethe phrasesyou havelearnedin this unit.

I'm writing to complainaboutyourlatestdelivery. Weregretht atweareobligetdosendyoua
Not onlyarewestill waitinglor part of ourorder noteofcomplaianbt ouytourepeatedlalyte
to arrive,but onceagainwehavereceived paymentUs.nfortunateyloyu,havenotresponded
componentshatshouldhavebeensent o another toourpreviouresmindenrso,rdidwereceive
departmenWt. ehaveforwardedthemto thecorrect anyreactiotonthetelephonmeessagwese
factorya, ndof courseweexpecyt outo coverthese leftonyouar nswerinmgachinlefy. oudonot
costsT. hisisnot thefirsttimethatthiskindof complwyiththepaymetnetrmsasagreeidn
mix-uphashappenedT.hesedeliveryproblemasre ourframecontracwt,ewillbeforcedt0contact
causingusextraworkaswellasdelaysin ourlawyerWs.ewouldh,owevelirk,etogiveyou
productionW. ecannoat cceptthis,andwill haveto onelastchancte0paytheinvoicienlull(plus
cancetlhecontractif it happenasgain. chargebsy)theendofthisweek.

t 4 Ytlorkwith a partnerU. setheinformationin the PartnerFilesandlanguagefromtheunitto

makeand respondto complaints.

PartnerA File7, p.6r
PartneBr File7,p.53

_-rETrq!!*qIro_Mp!A!t{Ar 1D{ ApoLoGy

: Makingcomplaints Offeringapologies
I l' mwr it in gto y o uto c o m p l a ianb o u t... Pleaseaccepmt yapologiefsor...
; I amwritingin referencteo theaboveorder. P l e a s eb ea s s u r e dt h a tw e a r ed o i n ge v e r y t h i n.g. .
. Unfortunatet.y.., | (verymuch)regrethe inconvenienwcee have

, Talkingaboutconsequences causeo.

, Weexpectyouto coverthesecosts. Referringto futureaction
Wewil[,of coursec, overtheextracosts/reimburse
' Weexpecct ompensatiofonrthe inconvenience
you/arrangfeora newshipment...
r CZIUS€O. Asa signof goodwillI,woutdliketo offer...

; Wecannoat ccepthisandwillhaveto canceol ur

c ont r a citf i t h a p p e nasg a i n .

'' lf youdo notcomplywiththedeliverytermsas
agreedin ourframecontractw, ewill beforcedro

contacot urlawvers,

UNIT6 Customecrare l s z

Readthefollowingtranscripftroma speechwhichCristinaPimentaa, seniorsalesrepat an
internationacloffee-produclncogmpanyg,ayeat hercompany'asnnuasl alesconference.
Doyouagreewith the pointsshemakes?Why,or whynot?

+++ Newsandviewsfromtheannuasl alesconferenc+e++

Cristina Pimenta E
-
Our figures show that we are excellent at -
convincing new clients of the quality of our I-.IIT
products. Yet figures for retaining clients -
- especially those very critical clients in Southern a
Europe - are ... well ,.. poor. Welose too many
customers.and we all know what that means: -t - -
winning a new client is much harder and a lot
more expensivethan keeping an existing one. I

So our goal for the coming year is to improve the quality of our after-sales
services.For that purpose we have developed three guiding principles.

1 Wesolveourclientsp' roblems!

That means we try to understand their business needs. We find out what their
problems are. We actively searchfor solutions. \7e surprise them. S(e think
from the point of view of their clients - what they expect or will expect, what
they want and how our partners can meet those expectations. If we can do
that, our clients will love us and our products.

2 Wesearchfor the'WE'!
Thisiswhatweshouldalwayslookfor.\flheneveor urclientsthink'we',thel'

are sadsfiedwith our products and services.It meansthey are not looking for
alternative suppliers. 'We' is the key signal for the quality of our relationship.

3 Weturnourclientsintowinners.

\7hen they win, we win. It's as simple asthat. Our clients
want to be winners and they v/ant to be seenaswinners.
Sowe needto help all our partnerslook good - in the
eyesof their customers,their partners, their bosses,their
colleagues aswell asin the public eye. 'Weneed to help
them to publicize their success.

|I 'Arter tne game rs Detoretne gane ,

So, after the sale is before the sale.
Let's put that into pracdce.

@

o Giveonegoodexamplaendonebadexamploef complainmt anagemewnthichyouhave
experienced.
Whenyoumakea complaintw, hatkindof responsdeo youexpect?Howis it differenftromthe
r e s p o n s yeo u a c t u a l l yg e t ?G i v es o m ee x a m p l e s .
DiscusseverawI aysin whichcompaniecsanimprovetheirafter-salesservice.

5sl

Test yourself!

Seehow muchsales and purchasingvocabularyyou havelearned.Usethe clues to completethe
crosswordpuzzle.

Across
8 Tosuggesat noptionwhichyoubelieveto begood.
9 Theamountof moneythata companyreceiveisn a yearfromthesalesof itsgoods.
t3 Aneventwherepeoplewhoworkin thesameindustrycanmeet.(z words- 5,4)
t6 Whenyousayyouaresorryy, oumakean....
t7 Whentwo partiessayyes:to reachon ....
r8 A formalofferto supplygoodsat a particulapr rice.
t9 Whenan arrangemenist definitey, ouoftengetwritten....
27 Generatlermsand....
22 Theothercompanieisn yourindustrywhichperformthesamefunctions.
z4 Thecompanywhichprovidesyouwiththegoodsyouneedto do yourbusiness.
25 Askingsuppliersto makebids:...to bid.

Down
r A smallbit of thickpaperwithyournamet,he nameof yourcompanya,ndyour
contacdt etails(. z words- 8, 4)
z A reductioninthe priceof something.
3 Todescribewhenthegoodswillarrive.:..date.
4 Thisis howmuchyouhaveto pay.
5 Aneventwheregoodsaresoldto thehighesbt idder.
6 Tomakeanoffer,norma[[yin a tenderscenario.
7 Thosecostswhicharefixed,regardlesosf howmuchyousel[.
8 RFPistheshortformof thisphrase$. words- 7, 3,8)

10 Whatyouhaveto payif youdo somethingwrong.
77 Similatro a guaranteew, herethesellerpromisetso repairor replacethe product

if thereis a problem.
t2 Thebasiccontracut nderwhichatlfuturedealingstakeplace:...contract.
t4 Theamountof moneyyouhaveto payfor a particulasrervice.
75 A listofthe goodsyouhaveboughtwhichsayshowmuchyouhaveto pay.
zo Torequesgt oodsfroma supplier.
z3 A salesteamoftenhasto sella certainamountof goodst,hatistheirsales....

Testyoursetf!| 59

. t tt::,','

-.....

60

Partner files

Yournameis Kate/KylGe orresdaalndyouworkat YouarePetra/PeteNr olteof BreadBasketa, large-
scalebakerylocatedin yourcountry.Yoauregoing
the Norwegiasnubsidiaroyf InternationaGIarments to phoneMarie/MarioStotl,a purchaseart Clever
Inc.Youneedto talkto somebodyin the purchasing
departmenatt HQin Florencwe hocanhelpyou Cateringt,o makean offer.Youknowtheyoffer
ordersomegive-awayfsor a tradefair.Firstread c a t e r i n ga n de v e n tm a n a g e m e nat ,n dy o u w o u l dt i k e
yournotesT. henmakethe call. to createa contacat ndhopefullysellthemyournew
productsH. erearesomenotesyouhavewritten:

Weneed:

5 o op e n s What we sell:bread, rollr and biscuits
3oopenci[s
- atlwithourcomPantYogo Our strenqths
- deliverYin 4 months ' We havea ra1geo{ proAucfionlacilifies
- mustfit the moderndesign
worldwide.
ofthestand ' We alsohave our own delivery tervicer.
- the colouringshouldbethe
Our producfsare alwayrof high quality.
s a m ea st h e c o m P a n tYo g o Weproduce locally,thus fhe proAvcts
are much fresher.
- We n e e Ag oyol aAsqf\u/aelaitryWPeer^eht.-o th.?,ol"t
W ega V ea Wd rrtvtei Ovr obiecliver
' Sellnewgroducfs,e.g.breaAanA
YouareLeslieSorensoanndyouworkfor Deyhle
TravelGmbiHn AustriaY. ouoffertravelmanagement biscvits.
s o l u t i o n sf o r s m a l la n dm e d i u m - s i z ecdo m p a n i e s . ProviAeother speci{ieproAuets,e.g.for
Youareat yourstandat the internationafat ir peoplewith diabetes.
business.orgT.alkto a potentialnewclientandask Possiblelriapl eriod eilherinlhe IJSor
questionas bouttheirbusinesas ndbackground. inthe AiAdle East
I n q u i r ea b o u tt h e i rn e e d sa n ds p e c i f i c a t i o n s .

6 Yournameis Pauta/Paualndyouarea purchaseirn

We offer travel management HanseBusinesBs ankY. ouhaverequesteadnoffer
solutions for your company!
for NewYear'scardsfromPrintUnlimitedA. branch
scheduling flights managehr adrecommendetdhissupplierb, utyou
handling visas t h i n kt h e o f f e ri s v e r ye x p e n s i v eA.l s o ,y o i l h a v e
booking accommodation d e a t tw i t ht h i s c o m p a n yb e f o r e( t h e yp r i n t e d
arranging international conferences b u s i n e s cs a r d sf o r y o u )a n dy o u a r en o t s u r eh o w
organizing client entertainment abroad
retiabletheirdeliverieasre.Lookat thetermsof the
o f f e ra n dy o u rn o t e s ,a n dr i n gt h e s u p p l i e r .

*

L.dle Sot€tro EwPe
Regional Sales Dir&r

,,:;ily":"*,1:1fif$f i'gilili'.K:#,.
I Lsoe@en@deyhlc'om
@icyhtscom

Partnerfiles| 61

New Yearoscards - offer from Print Unlimited F i r s tl o o ka t t h e i n f o r m a t i obne l o wa n da d dt w o o f
yourownfiguresto lines4 and5.Thencal[your
. 1 0 , 0 0 0c a r d sp e r a n n u m - n e e AG,0 0 06 o td eo n ly partnear ndtaketurnspassingontheinformation
y o uh a v e .
. five-yearcontract - onlyTrepareAto signfwo- Note:Tryto talkabout hefiguresin ful[sentences
Yearconlracf, lhen TerhaPs (i.e.don'tjustdictatethe numbersa)nduse
exlenJ l a n g u a gfeo r c h e c k i n ag n dc o n f i r m i nign f o r m a t i o n .

a selectionof three designsto - canwe have Telyl ourpartner:
r risein transporct ostsofabout$:So,ooo(US)
choose lrom each Year I or5 Aesigns? z increasien pricesfor rawmaterial9s.6%

deliveryto centralheadquarters- OK,bulwovlA ( d u r i n gt h e l a s tq u a r t e ro f t h e y e a r )
3 deliveryproblemws itharticleno.HJP5o-TTr5
by 1 December preferdeli'terylosirregiooal
4
b r a n e h e t,n o tju f flQ
tate notes,
2,500high-quality cards - neeA 7,000o nly,with
o
e nte lo p .g
7
initial price offer: €1.50 - Triceloo high: 8
per standard card and €3.00 max Pr;ceit
9
pef premium card. €1.00 sfanAard,
10
€ L .0 0 p r em ivm ( € 2 .5 0with .n vu lo p e r)
Y o uw o r k i n t h e p u r c h a s i n gd e p a r t m e n to f l l l u m i n a t e
nporlan+: Reqvire 7e nalty f or Iate Aelivery Inc.,a Britishcompanywhich produceslamps.You
(Loh reAuctionin Price?) havereceivedan emailfrom your boss informing
y o u a b o u t p r o b l e m sw i t h o n e o f y o u r s u p p l i e r s ,a
Youare,|oseph/losephiPnetersa, buyerat the Fifth companyin Madridthat suppliesalt typesof
SeasonHotelin ManchesteYr.oursis a firstclass promotionatmaterial.Readthe email belowfrom
h o t e la n dy o ua r et o o k i n gf o r f u r n i t u r ef o r t h e s i x y o u r b o s s ,t h e n r i n gt h e s u p p l i e rt o d i s c u s st h e
s u i t e st h a ta r er e s e r v efdo rV lP s .Y o un e e dt o o - problems.
q u a t i t yf u r n i t u r et h a t r e f l e c t ys o u rh o t e [ ' sm i n i m a l i s t
a n df u n c t i o n adl e s i g n . I sawtheemaiflromCard'sn Morewheretheyjust
confirmetdheshipment'aasgreedW'. edon'thave
Youwantto ptacethefollowingorderundera frame writtenconfirmatioonf thedate!Pleasneotethisfor
contracwt ithMarthaMi artinBestonat Executive nexttime.
Furniturlenc.in Brussels. Nowthepenshavearrived- inthewrongcolourI.hey
alsohaveouroldcompanlyogon, otthenewone.
Usethenotesbelowto makea phonecall. Thisisthesecontdimethatwe'vehadoroblemwsith
thissupplieLr.astimetheproduc(tnametags)was
Furnitureneeded (for eachof six suites) rightbutwegottheshipmenatweeklatea, lmosttoo
latefortheconferencweherewe neededthem! Andthey
@ Tu'cawyeLlow lt4 senta billforadditionaclharges.
coffeetable Caltlhemandgetthemto fixtheproblemA.lsqinsist
I ona tenpercentreductioonnthetotalprice- forboth
shiomen!ts
desk/chair Ul
Aftertheconversatiovno, ushouldreceiveanemaiI
dining table/chairs U6 confi rmi nwghatw asagreedM. akesurethat
everythinigs correcta, ndrespondbyemail.
sideboard I

doublebed I

bedsidetables 2

wardrobes 2

Waad- Alorw rnaple?(MAzSore)

Noteg: oodtrecein4gis closed17-2 p.m. QeraLd
Svwirhwtll stgwforgoodst.WabtL0e1-6-245aa33
DelLverydate: mtddle of rcxt rnanth,nnt L4ter!;

62 1

Partner files

Yournameis Maria/MarcAorcolettis,enior YouareMarie/MariSo totl,chiefpurchasefrorClever
purchaseinr thecentrapl urchasindgepartmenotf Cateringin Denmarka, companwy hichoffers
InternationaGlarmentIsnc.,locatedat thecompany cateringandeventmanagemenint EuropeY. ouare
headquarterins FlorenceY.ouareaboutto receivea nowbranchinogut intotheMiddteEastandare
callfromKate/KytGe orresda(loneof the Norwegian lookingfor newsuppliertso satisrythedemandsof
s a t e sr e p r e s e n t a t i v eTs a) .k et h e c a l la n df i n do u t yourcustomersY.ouaregoingto receivea phone
w h a ts h e / h ew a n t s . cal[fromoneofyoursuppliersP, etra/PeteNrolteat
BreadBasketa, [arge-scableakerywhichsupplies
I n t e r n a t i o n a lG a r m e n : si n c high-qualitpyroductsL. ookat thenotesyouhave
w r i t t e na n dt a k et h e c a t l .
To:(Brmch Nme or Department) From:
GlobalPurchuing D€partrnent Team: Ob.\ectives
Area4.5l{arketing Articles BranchNo.:NOR 25l01
HeadquartersG, roupNo.P 4.5 ' Weare looking{or a suppheorl bread
InternalTelephoneno.: and cookiegfor our canleenr.We needa
broad rangeof Aiefaryipeeifications:
Requisition Aiabefespafientr in,ome of the
l. Descriptionandbusinesscase hos?ifalswe Aeliverto.

T,:rxw'!@Fs1 -.?r- *xr{gr ' Requiremenft: conrirlent qualily level;
17,000rollsin the firsfyear anA a6out
Yournameis PatThackear ndyouworkin the 15,000biseuitsin fhe {irst year.
PurchasinDgepartmenotfAircrafMt aintenancIenc., 6uaranfeeArightol refurnfor u,lused
L i v e r p o oY[ .o u rc o m p a n y 'ssa l e sr e p r e s e n t a t i v e s bread, rollsor cookier.
travelinternationalalyndyouareopeninga new
productiosnitein Shanghalai terthisyearY. ouwant ' Porsi|ility:tesf produclt {irrt on the
to outsourcteravelmanagemenat,ndarevisiting Europeanmarket?
t h e s t a n do f D e y h l e( a nA u s t r i a n - b a s ecdo m p a n ya) t
theinternationafal irbusiness.orDg.otheyhavethe Youarea salesrepat PrintUnlimitedY.ouhave
experiencien the regionsyouaretookingat?Are alreadydonebusinesws ith HanseBusinesBs ank
theyableto handleyourworldwidebusinesfsrom (theyorderedbusinescsardsfroma colleaguoef
Austria? yours)butthatwasa fewmonthsago.Asyouare
alsotheirclient(youhaveallyouraccountws ith
Aircroft lrloinhnome Inc,l;' them),yourbranchadvisohr aspassedyourname
onto thepurchasindgepartmenTt.heyarelooking
Potfhcker fora newsupplieor f NewYear'scardsL. ookat these
P U R C H A S TDNIGR E C T O R p o i n t sf r o my o u ro f f e ra n dt h e c o m m e n tyso u ' v e
addeda, ndtakethephonecal[.
12 Monor Squore I LiverPooLl l4 6GT
TelePhone+: 44 (40)539098 I 0
F o x :+ 4 4 { 4 0 ) 5 3 9 0 9 8 1 1
w omlivdPool'com
P.thocket@om'liverPoclom

Partnefriles | 63

Offer for Hanse BusinessBank Telyl ourpartner:

. 10,000cardsper annum 6 decreasineproUu.tio,nr-, eZ"f"*t f-rrVt .rO
Z questionaboutorderno.ATE65g/rlYG
five-yearcontract ' rtandard
8 Totapl ricefor order€: 3,562.52(inctuding
a selectionof threedesignsto VAT)

choosefrom eachYear - stanAard 9

delivery to central headquartersby I December 10

2,500high-qualitYcards Youworkin thesalesdepartmenotf Cards'n More,
a largesupplieor f promotionaml ateriallocatedin
(initialpriceoffer)€1.50 - caa9odowna MadridT. hisis ontyyourfourthweekonthejob
andyourcompansyeemsto begoingthrougah
per standardcardand bit:!30 slanAarA, crisisY. ouhavereceivead numberof emailsand
€3.00perpremiumcard. 2.50Trenium(wilhout p h o n em e s s a g e-sb o t hf r o mp r o d u c t i oann df r o m
o n eo f y o u rc u s t o m e r sa,B r i t i s hc o m p a n yc a l l e d
.nv"lrp.r), 7110(wlfhenveloPes) llluminateInc.Readthroughthe messagebselow.
Thengetreadyto answetrhephonewhen
Needto meqlionthafvte usetecyeleApa7er only somebodfyromllluminateInc.caltsto complain
(Aueto contracts with own suTTliers\ abouta oroblem.

YouareMartha/MartiBn estonandworkin thesates kom: Melinalr€rirpolo6(noArction)
deoartmenatt ExecutivFeurniturlenc.in Brussels. To:All salesrep
A clientis goingto callyou,andplaceanorderfor Re:Recenftiir-r.F
hotelfurnitureT. akedownthe informationL.ookat
y o u rn o t e sb e l o wb e f o r et a k i n gt h e c a l t . Dearcolleagueisn sales
I amso.ryto infom youthat we haverecentlyhadquitea few
S'opf ue4i.hf.'coakttuenrYs(t,YulPo"uor.fawnadoqdu'sAtYLLLetY?) problenrffilling ordersconecdy,lhiswasdueto ournewonline
CantactP?xsanW| LLhL2'ar shz be odedngspterll yrhidrwasinstalledlastweek.lt tooka whileto
thereto sgwfor tLwgoods? getit nrnirA aofiecdyb, ut I amhappyto saythat every$ingisnow
wortfuqfinesorveshouldhavenomoreproblemisn thisarea.
U"nrt arder7ae-ttofacnrY!! Pl€asm€ te $at wearecunentlyin a ratherdifficulst ituationwith
rcgfldb ttr seasonarul shof ordersA.syouknowt,hisisthetime
Firstlookat theinformatiobnelowandaddtwoof of theyearwhenwe haveto processthe mostordersa, ndwe are
yourownfiguresto lines9 and10.Thencallyour havingtouble meetingthedemand
partnear ndtaketurnspassingontheinformation Pleaemakesurethat:
youhave. a) dientsunderstantdhissituationand
Note:Tryto talkabout hefiguresin fullsentences b) ynudonotagreeto anydeliverytimeunderfourweeks.
(i.e.do notiustdictatethenumbersa)nduse Yours
l a n g u a gfeo r c h e c k i n ag n dc o n f i r m i nign f o r m a t i o n . Melina

:rut not.r'
"

, !:
1:

,2

l3

A f t e rt h e c a l l ,w r i t ea ne m a i Ic o n f i r m i ntgh e s o l u t i o n s
y o u h a v ea g r e e d .

les

Tlanscripts

@ Carol lames Wett,the targetsarequitechallenging,
2 Wetlf,irstof alt,I amconstanttleytephoninpgeopleand Carol
lames actuatly.Shewantsto increasethe sales
wfitingemailsY. ouhaveto maintaicnontacwt ithyour volumebyten percentoverattI.thinkshe's
clientisf youwant osucceedT.hismeantshatI also lames u n d e rp r e s s u r ef r o mm a n a g e m e n t .
oftenvisitthemto presenoturproductosrto make lomes Yes,maybeyou'reright.
offersI.goto a lotoftradefairstoo,bothto tookfoi Therearealsosomespecificgoalsfor the
newcontactasndto keepintouchwitholdclientsO. ne lomes variousregionsF, orexamplet,herearegoing
thing| findquitedifficutits negotiatincgontractsy,ou Corol
knowa, greeintghetermsandconditionosfthesale. James to be hvo newfacilitieso: nein Dubaiand
ThatcansometimebsetrickyA. ndofcoursehandling James one in BeijingA. pparentlyw, e areplanning
complaintis notmyfavouritetaskeithera, lthoughI try to makea big pushin theseareasa, nd
to seecomplainatssanopportunitoy improvme y
r e l a t i o n s hwi pi t ht h ec u s t o m e r . managementthinksthe timeis right.
Maybeit'sthe right attitudeto haveat the
IntheofficeI spenda lotoftimedoingmarkertesearch
- thetoolswehavenowadayasreexcellen-tandalso moment.lt wouldbe niceto reallyenhance
lookingattendersthatwemaywantto makea bidfor., our imageinternationalllyt.certainlymeans
alsoneedto liaisewithvariouisnternadlepartments,
especialRly& DandourproductiodnepartmenCt.lose we'll be aheadof our newtargets,if it all
contacwt iththemis importanfot rmakingsureour
c o m p a ndye l i v e rtsh es e r v i cteh a to u rc u s t o m e rasr e worksout,that is.
lookingfor. So,whatelse?Indiais goingextremelywell

\&at Dong-Sun and mostof the otherareasareonlylust
3 A lot of my work involveswritingand checkingwritten betowtarget.Theonly problemis, as you

information.Wehaveto fill in orderforms,deatwith the know,our SouthAmericanbusiness.
correspondencaend invoiceswe get,andcheckthe Right.DidChin-Sunpresentmy ideasfor
details,likedeliverydatesandso on. I spenda lot of
t i m e c o l l e c t i n ga n d c o m p a r i n go f f e r sf r o ms u p p t i e r s , i m p r o v i n gs a l e st h e r e ?
whichmeansquitea lot of analysiswork.Andof course
I haveto write lots of emails- mostof theseare in Yes,shedid. Headquartersagreedthat we
English- andalsodrawup tendersandinvitationsto shouldoffermorescheduledflightsand also
bid.Doingmarketresearchatsomeanswe haveto write start sellingcharterflightsfor somectients.
totsof reportsfor otherdepartmentsin our company.
It won't be easyto turn the situationaround,
Butthe lob isn'tonlya lot of paperworkI;alsoget out apparentlyb, ut it is possibte.
to meetpeople.I enjoyvisitingtradefairs,for example, Wewi[[alsoneeda satespromotion
as it is a chanceto lookat the newproductson the specificallyfor the region,perhaps
marketand meetwith the suppliersdirectty.I am also somethingtikean earlybookingdiscountI.'tl
ofteninvolvedin negotiationws ith oursuppliersF. or
thiswe needto liaisecloselywith the businessunit look into that, althoughI'mafraidit might
whichhasplacedthe order.Ourdepartmenits basically
responsiblfeor makingsurethat our cotleaguehsave exceedour budget.
everythingtheyneedto do theirjobs. Maybe,but youle right,we shouldlook into
it.Wedefinitetyneedto pullin moreorders

overal[.

OK.I coutdalsocontact he corporateclients
in my areaand presentour newoffersto
them.Thatwaywe'l[bringin neworders,I'm

sure,

Goodidea.I'ttdo the same.Oh,[ookat the
time. I'msorrybut I'vegot to run. Perhapswe

cantalk morelater.
OK,no problemT. hanksa lot,JamesS. ee
you later.

Bve.

@ Carol So,what aboutthe salesmeetinglastweek? gcl, lohn InterflightsH.etto.
Howdid it go?
3 lt wasverygood,actuatlyT. hey'restitl 5 Dong-SunHellol.t'sKimDong-Sufrnompurchasing
James workingon the minutesbut lrisaskedmeto
fittyou in on the mainpoints. hereC. ouldI speaktoJohnMurphyp,lease?
Carol Good.
James Wett,first of atl,Chin-Sunhasrevisedour John SpeakingH.i,Dong-Sun.

Corol salestargets. Dong-SunAh,goodmorningJ,ohnD. oyouhavea
Oh,reatty?So how do they tooknow? momenttotalkabouyt ourrequesftor

compancyredict ards?

lohn Ah,yes.RightT. hanksforgettingbackto me.
Dong-suNn oproblemS. o,I understanydouwantall

flightpersonnteoI beableto drawcashin

foreignlocations.

7O I Transcripts

lohn Yest,hat'sright.lstherea problem|?tyFed Donald That'sgoodto hearI. triedto givea good

attthespecificationinstothesystem overviewofourrangeof productsC. anI ask

yesterdayA.retherenosupplierfsorthat w h i c hc o m p a nyyo ua r ew i t h ?

k i n do f s e r v i c e ? Brigitte OfcourseI.'ma senioDr urchasaetrAir

Dong-SunN o ,t h a t ' sn o t i t . A sy o uk n o ww e h a v es o m e South,responsiblfeorengineparts.
newpolicieshereW. ewantto offera better Donald Air5outh,right.That'sveryinterestingD.o

servicethaniustfutfittingyourspecificorder. youthinkthatourMROservicems aybeof
It isourgoattosolveyourproblembsywhat interestto you?

w e p u r c h a s eS.oc o u l dy o uh e l pm e Brigitte Welt,that'swhyI wantedto talkto you.We're

u n d e r s t a nt hder e a s o nf o rt h eo r d e r ?| a c t u a t l yl o o k i n gf o r n e wp a r t n e r sa t t h e

understantdhecrewsneedto stayovernight momentlw. ouldneedmoredetailsabout

a lotandinsomeplacetsheyneedsome whatyoucanoffero, f course.

cash. Donald YesI,canunderstanthdat.Thisis perhaps

John That'sright.Ourpeopleflyto differenpt laces notthebestplaceto discusdsetailst,hough.

aroundtheworldS. ometimethseymight DoesnA't irSouthhaveanofficeherein

alsohavea stop-ovewr heretheyneedcash Brussels?

fora drinkora papeor revenlocal Brigitte Yest,hat'sright.I'mactualtybasedherein

transportation. B r u s s e l as ,l t h o u g hI ' mq u i t eo f t e no nt h e

Dong-SuOn K,in thatcasetherecouldbea numbeor f road.

solutionsW. ecouldorovidtehemwith Donald I see.Well,if youhavetimenextweek,

speciadtebitcardsO. rwecouldgiveour perhapsyou'dbeinteresteidn meetingafter
partnehr otetsthefacitittyo paya limited thetradefairis over.l'dreatly[iketo hear

amounot fcashto ourcrewandthenclaim moreabouyt ourcompanayndcouldgive

t h i sb a c kf r o mu s . youa moredetaitepdresentationfwhatwe

lohn InterestinIgm. ustadmitI hadn'thoughot f offer.

t h a to p t i o n . Brigitte Yest,hat'sa goodidea.Nextweekwould

Dong-SuOnK,whatI'tldotheniscontacat coupleof w o r kw e l l .T h e ns o m eo f m yc o l l e a g u ecso u l d

possibtseupplierasndarrangteo getsome b et h e r et o o .

offersW. ecanthencomDartehemto see RightC. outdyougivemeyourcard?ThenI

whichgivesusthebestsolutionA.lso,I can canringyouonFridatyo setupan
talkto differenktindsofsupptier-snotjust a p p o i n t m efnotrn e x tw e e k .

forthecreditcardsolution- thereby Brigitte GoodA. ndmeanwhil'ellspeakto my

increasinthgecompetitiolnt .shouldmean colleagueasndseewhattimeis bestforus.

w ec a nf i n da ne v e nc h e a p esro l u t i o n . S o ,h e r ey o ua r e .

lohn Soundgsoodl.sthereanythinygouneed Donald AndherelmineG. reatB, rigitteI,'ltringyou

fromme? a ss o o na st h ef a i ri s o v e r .

Dong-SuNnotat themomentT. hanksforyourtime. Brigitte Goodl,'mlookingforwardto hearinfgrom

ByeJ, ohn. you.

lohn Rightt,atkto youlatert,hen. Donald Inthemeantimew,outdyoutiketo lookat

o u rn e wc a t a t o g u el t?h a ss h o r td e s c r i p t i o n s

ofattthenewproductws e're[aunching.

A SoI wantedto updateyouatlonthesituatiown iththe Brigitte ThanksI.'vealreadtyakenone.lt wasniceto
Gf meetyou,DonaldG. oodbye.
6 variousofferspurchasinhgasreceivefdorcreditcards
Donald Goodbye,BrigitteT. alkto yousoon.
fortheinternationfatilghtcrewD. ong-Sunte'samis

currentlcyomparintgheseoffersT. hecompetitioisn

verytoughatthemomenwt, hichisof coursegood

forus.Notallsupplierwsereableto meetour @ BrendanSorryisthisseattaken?
specificationsso,theywereableto excludesomeoffers 8 Rainer No,no.Pleasef,eelfree.

straighat wayT. heywill haveto assesstherestvery BrendanThanks.

c a r e f u l layn dp e r h a ppsu ti n s o m er e q u e s tfso rm o r e Rainer Nicepub,isn'tit?lt remindms everymuchof
i n f o r m a t i oBn .u tt h ep e o p t ei n o u rp u r c h a s i n g Engtand.

d e p a r t m e natr ev e r yt h o r o u g ha,n dI ' ms u r et h e yw i l t BrendonYesm, etoo.lsthatwhereyou'refrom?

f i n dt h eb e s ts o l u t i o nf o ru s . Rainer No,I'mfromGermanyb,utI oftengoto

E n g t a nodn b u s i n e s s .

Brendon Reattyl'?mactuallfyromLiverpooaln, dthis

@ Brigitte Hellou, h,MrAdamsD. oyouhavea minute? sortof pubmakesmefeelrightat home.
Donald Yesc, ertainlyB.utpleasecallmeDonatd. Rainer YesI,canimagineH. aveyouhada chancteo
7
l o o ka r o u n dB r u s s e wl sh i l ey o u ' v eb e e n
Brigitte AndI'mBrigitteB. rigitteDupontP. leasetdo
m e e ty o u . here?

Donald Pleasetdo meetyoutoo,BrigitteS. o,how Brendan Wel[y, es,a tittle.I thinkit's.aniceplaceto
havea fair,don'tyou?
d i dy o ut i k et h ep r e s e n t a t i o n ?
Rainer YesI, likecomingherea lot.Therearequitea
Brigitte Welt,I foundit veryinterestingl'.velistened f e wo f t h e s ec o m f o r t a b lpeu b sw i t hv e r y
goodbeerandlivefootbalml atcheosnW.
to manypresentatiotnhsisweeka, syoucan Um...areyouinteresteidn football?

i m a g i n ea,n dy o u r sw a sd e f i n i t e loyn eo f t h e BrendanYes,I amactuattyL.iverpoolm's yteam.

m o r er e l e v a nfto r m e .

Transcriptlsz t

Rainer ThatmakessenseA. ndWerdeBr remen's Marco B u t ,f i r s to f a [ [ ,d i dy o uh e a rt h a tw ew o na n
lnes
mineB. remenm'syhometown. Marco internationawl ardin Romelastmonth?

B r e n d a nO f c o u r s eB. y t h e w a yI,' mB r e n d a n - B r e n d a n Llarco YesI, did,actuallyC. ongratutations.
Thankyou.WewereverypleasedI m. eanw, e
JohnsonI'.mwithAircrafMt aintenanIcnec., Morco a r ec o n v i n c eodf t h eq u a l i t yo f o u rp r o d u c t s ,
in Liverpool. lnes ofcourseb, utit'squiteniceto receive
Marco
Rainer That'sa coincidencIe'm. alsoin theairline internationrael cognitionT.heawardwewon

industryR. aineNr oack'ms ynamel.'ma wasforournewvarietyof sparklinrgedwine,
RossofrizzanteH. aveyouheardof it?
buyerat LowCostFlightsInternationianl YesI,sawit mentioneidnyournewbrochure
. Bremen. andI readsomethinognyourwebsite.
BrendanNiceto meetyou.So,how'syourfairsofar? Greatl.t'sanexcitingproducti,sn'tit?Doyou
thinkthiswinemaybeofinterestot youand
Rainer GoodI.'vebeentryingto findnewsuppliers y o u rc l i e n t s ?
forspeciaoI verhautssoI'vebeenquitebusy. Well,asyouknow,Marcow, earealways

BrendanI knowwhatyoumeanY. ouknowt,here lookingfornewhigh-quatiwtyinesB. utI'm

certainlayrea lotofGermacnompaniehsere. notsurewe'rerea[[ytookingforthistypeof

Italwayas mazems ehowmuchin-depth wine.lt maybea littletoo,letmesay,exotic,
i n f o r m a t i oGne r m abnu s i n e spse o p l ep r o v i d e
atthesefairs.Theyatways eemto getright forourcustomers.
Yes,I canunderstanydourpoint.I admitit is
downto business.
anunusuaw[ ine,butwe'reveryconfident
Rainer TrueW. eGermanwsantto delivesr oliddata, thatpeoplewiltenioyit, andit is perfecftor
withlotsof factsandspecificationWs.edon't
t h ef o r t h c o m i nsgp r i n ga n ds u m m esre a s o n s .
wantto wastetimeona lotof unessential HmmY. ouhavea point.Bytheway,Marco,
w ew i l lb ep u t t i n go u tt e n d e rs o o nf o rt h e
tatk. n e x ts e a s o ns,oy o u rc a l li sl u s ti n t i m e .
That'sgreatW. ewilldefinitelwy antto putin
BrendanThat'sinterestingF.ormethe'unessential a bid.YouknowI,nesI,cantellyounowthat
wearein a positionto offeryouspeciarlates
t a l k ' i so f t e nt h em o s ti n t e r e s t i nIgs.e et r a d e foryourfirstorderb, utI wouldprefetro
fairsasa placeto getto knowpeoplet,o cometo yourofficeanddiscustshedetaits
withyou.ThenI couldalsote[[youabout
makecontactsa,ndnotiustto discustshe
specificatioonfsa particulaprroducYt.ou s o m eo f o u ro t h e ro r o d u c t s .
lU behappyto meetyou,MarcoJ.ustletme
canalwaystatkaboutdetailsandthenitty- h a v eo u re x p e r t sl o o ka t t h e R o s s of r i z z a n t e
grittylater.
Rainer Yes,I seeyourpoint, firstand,if wearestiltinterestedw,ecould
BrendonSo,you'relookingforsupptiersM. ayI askif
youalreadyhavesomeinformatioanboutmy meetafterthat.
Thatwouldbegreat.I willsendsomebottles
company?
todayforthemto checkP. erhapwsecould
Rainer No,I don'tthinkI do.
BrendanYouknowy, oumightbeinteresteidn our m e e ti n a b o u t w ow e e k sl.st h a te n o u g h

brochureW. ittyoubestayingatthefairlong? time?
It shouldbe.I'tlgiveyoua catlwhenwe're
Rainer Yest,ill Friday.
BrendonGoodP. erhapIscouldcomebyyourstand ready.
Thanks|.lookforwardto hearingfromyou.
sometimeandI couldbriefyouonour AndI'msureyou'ilbeimpressewdiththis
productsI.thinkwecouldhavewhatyou're
w i n e ,I n e s .
lookingfor.
Rainer Thatsoundsfine.Howabout omorrow OK,MarcoT. hanksforthecall.Byenow.

afternoon? Goodbye.
BrendanThatsoundsgreat.
Rainer Here'smybusinescsard,andl'lljustwrite

downourstandnumberA. taround3 p.m.,
say?
B r e n d a nT h a ts o u n d sg o o d .N o wt,e l l m e ,w h a t by o u r

favouriteBelgianbeer?...

@ Ines CleverCatering,PurchasingDepartment. $ /nes MarcoI,'mafraidtherearesomedifferences
9 betweenyourofferandwhatweaskedforin
I n e sS t o t ts p e a k i n g . 10
Marco GoodmorningI,nes.ltb MarcoFalconeof theRFP.
Vino Rubinettohere.Doyou havea moment? Marco Doyoumeanclearbottlesversusgreen?
lnes Yes,of course,Marco.lt's niceto hearfrom lnes Y e st,h a t ' so n eo f t h ed i f f e r e n c eYs .o uk n o w ,
you. Howhaveyou been? wejustdon'ttiketheideaofstartinwg ith
Marco Fine,but busy.Youknowhow it is. Marco greenbottlesandchangintgo cleara, syou
Ines Yes,sometimesit all seemsto comeat once. s u g g e s t eidn y o u ro f f e r .
Anyway,what can I do for you? lnes YesI, seeyourpoint.Welt,I havesomegood
Marco Wetl,this monthwe are promotingsomeof
our newproductsin Europea, ndwe thought newsonthat.We'vespokento oursupplier
lnes CleverCateringmight be interested. againandit seemtsheycandelivetrheclear
Yes,of course.We'reatwaysinterestedin
findingout what'snew. bottleseartietrhanexpected.
So,if I understanydoucorrectly,ouwillbe

ableto supplybothwinesin clearbottlesas

wereouested.

Zl I Transcripts

Marco That'scorrecty,es. OK,soundsgood.Butif wedothat,if we
lnes Wettt,hat'sgoodO. KT. henexthingisthe orderfivemorecarsw, ewitlalsoneeda
Marco price. r e d u c t i o ni n t h eo v e r h e acdo s t sf o r r e p a i r s
Ines a n dm a i n t e n a n c e .
Marco ThepriceC? ouldyoubemorespecific?
lnes
Marco Well,especiallfyorthesparklingredit'squite Whatyouhavein ourofferisalreadya very
competitivfeixedpriceforeachrepair.
lnes h i g h ,a n dd e f i n i t e lnyo tw i t h i no u rb u d g e t .
Marco WettI, didgiveyoua rangeof prices Yesw, ett,butI wasthinkingi,f yougaveme
lnes dependinognthequantitpy urchase..d. theannuaol verhaup[stusthemountinogf
Marco Right. wintertyresfreeof chargew, ecouldshift
lnes
Marco ...andz6eurosreallyisa goodprice. t h e s ec o s t ss ot h a tt h e yc o m eu n d e trh e
Ines
Marco Remembeitr',sa high-quatiwtyineandquite budgeftorleasinmg orecarsintheUK.

$ Gavin uniqueB. utI'ltseewhatI canoo. Gavin Aha,if I hadknownofthatpossibititIyw, ould
tt Gabi So,you'ttgetbackto meonthat? h a v eo f f e r e ydo uo u rs p e c i arle p a i r

Gavin Yes. insurancYeo. useew, henyoupaythe
Gobi
GoodO. K.Nexthere'stheavaitabitity. monthlfyeeforrepaiirnsurancwe,ecovear ll
Gavin Excusme e,thewhat?| didn'ct atchthat. c o s t sf o ri n s p e c t i o nasn dr e p a i rdsu et o w e a r
Gabi
A v a i l a b i l i tWy .en e e dw i n e st h a ta r ea v a i l a b l e andtearW. iththeadditionawlinterpackage,
Gavin forat least enyears. e v e r y t h i nwgo u l db ec o v e r e d .
Gabi
I seeA. ndinourofferwesaidfiveyearsr,ight? ThatsoundvserygoodI. wittobviousthyave
Gavin
Gobi That'scorrect. to dothecalculatioangs ainT. hereisiustone
Wetlt,hat'sa bitmorecompticateTdh.e last hing.lfweextendetdheduratioonfthe
Gabi p r o b l e mi s t h a t . . . contracbtyanothefrouryearsw, ouldyou
Gavin
p r o v i d eu sw i t ha n o t h efri v ep e rc e n t

discounotntheoveralpl rice?

HeltoGabiG. oodto seeyouagain. Hmmf,ivepercentsoundas titttehigh.I
woutdsayfourpercentisthelimitthereb, ut
Youtoo,GavinH. owwasyouriourneyY?ou letmegetbackto you.Inthemeantimel't,l
d r o v ed o w nf r o mH a m b u rtgh i sm o r n i n g , s e n dy o ut h ec o n d i t i o nf so rt h ei n s u r a n c e
d i d n ' ty o u ? a n da ni n t e r i ms u m m a royf o u ra g r e e m e n t s

Yest,hat'srightE. verythingwfainse.The b yt h ee n do f t h i sw e e k .
G e r m ahni g h w a yrse a l l ya r ee x c e l t e ni ftt h e r e
a r en ot r a f f i cj a m so f c o u r s e . Gabi Thatwiltbefine.I'ttcallyouearlynextweek,
Y o u ' r el u c k yy o um i s s e dt h e r u s h - h o utr a f f i c a n dl e ty o uk n o wh o wt h ec a l c u l a t i o wn so r k
-that'stheworstC. anI offervouteaor out.
coffee?
GoodH, opefulwtye'tlbeableto signthe
Teap, lease...Thankyou. contracntextweekM. eanwhilGe,abiI,hada
Andhere'sugaar ndmitkif youneedit.OK, q u e s t i oanb o u ts o m e t h i negl s e. . .

tet'sgetstarteds, hallwe?I'dfirsttiketo

summarizwehat'shappenesdofar,if that's a1

allright? t2 A Theproducitsexactlywhatyoutelookingfor,isn't
it?
Yesg, oodidea.
Rightw, ett,asyouknoww, e'vedecidedto

leasea newfleetofcarsforourmanagement. B Yesw, e'rehappywiththeproductb,utthepriceyou
offeredisa litttehighatthemomentl.sthereany
Y o u ' vsee e no u rs p e c i f i c a t i o nasn,dl ' v e wayyoucouldreducteheprices, aywitha discount?
receiveydouroffer.
Yesa, ndwhatisyourreaction? A Wetti,f youboughat nothe1ro,ooow, ewoutd
W e l ti,n g e n e r ailt,s e e m sf a i r l yc o m p e t i t i v e , reconsidoeur roffer.

butwefeeltheoveralpl riceistoohighY. ou

knoww, e'vereceiveadnalternativoefferwith &2
atmostthesametermsandconditionasn, d r3^ Wecouldthinkabouthedeliverdyatesp, erhaps?
fora verygoodprice.
Whadt oyoumean?
CanI askwhatthey?eoffering?
A Wetlm, aybewecanagreeto ordertheitemsin the
Wel[o, nemalorpointisthatifweleased nextfewweeksifyouthinkyoucancomedowna bit
fromthemw, ewoutdreceivaellthetypesof o nt h ep r i c e .

carsthatweneedw, ithouat nyadditional Wewiltcertainlryeduceourpriceif youbuybefore
feesforspeciaclasesF. orexampleth, ey t h ee n do f t h em o n t h .

w o u l dn o tc h a r g eu se x t r af o rt h e f o u ro r f i v e

carswithright-handrivethatweneedfor € ?r4A Weobviouslwyant o createlong-termrelationships
B r i t a i na n dl r e t a n d .
w i t ho u rc u s t o m e r s .
R i g h tI,s e e .M a y b ew ec o u l dd os o m e t h i n g
thereH. owabouthis?lf youtookjustfive B Yesb, utl'msureyouagreethatwealsoneedsome
morecarsinthatregionw, ecouldlowerour b e n e f i tfso rt h er e l a t i o n s htiopc o n t i n u eC.a ny o u
offerbyfivepercent. guaranteuescheapeprricesifwecontinuteo order
H o wi s t h a tp o s s i b l e ? fromyou?

Witha highenr umbeor fcarsw, ecouldpass CertaintOy.urclientas twaygsetdiscountwshenthey
ourtaxadvantagoento you. staywithusovertime.

Transcripts| 73

E+ $ Gavin ThewayI understanthdesituatioantthe
m o m e nitst h a ty o ua r eg e n e r a tht ya p p yw i t h
rs A We'vereallygonedownto thelowespt ossiblperice 1E a l lt h et e r m so f t h ec o n t r a citt;' si u s tt h ep r i c e
w h i c hr e m a i nasp r o b l e m .
now,I'mafraid. Gavin That'srightG, avinW. ewouldtiketo createa
B Butit'sstillnotasgoodastheofferintermsofthe long-termpartnershiTph. atiscertainliynour
bestinterestsB.utinordetro start hat,we
s e r v i c pe r o v i d e dA.n dw e ' v ea l r e a ddyi s c u s s et hd e reallyneeda lowerprice.
I canunderstanthdepriceissueisimportant
factthattherepaicr ostsf,orexamplew,it[reattby e foryou,Gabia, ndwearealsolookingat
becominygour[ong-terpmartnehr ere.
v e r ym i n i m a l . Howevebr,othpartieshaveto benefiftorthal
towork.Don'yt ouagree?
A ThatiscorrecOt. fcoursewe'reconvinceodfthe Yeso, fcourseB. utwhatcanyouofferusin
qualityaswell,soI'llinctudreepaicr ostsinouroffer r e l a t i otno t h ep r i c e ?
ifyouacceptthepriceasit is. Wellw, ecanreductehetotatpricebyfiveper
c e n ti f w e r e c e i vaed o w np a y m e notf a t l e a s t
€)5 Govin a thirdoftheannuatIurnovewr ithinseven
16A We'vebeenmostlyhappywiththeproducstofarbut, Gabi d a y so f s i g n i n tgh ec o n t r a c t .
YouknowG, avint,hatweexpeciesdixper
ofcoursew, eareatwaylsookingatouroptionsS. o, centn, otjustfivepercent.
inthiscasei,nordetro continuoerderinfgromyou, U n f o r t u n a t ewl yer e a l l yc a n ' tg oa n yf u r t h e r
wewouldneedthesesmalcl hangetsothecontract. w i t ht h eo v e r a ol l r i c e .
B Butwe'renotsurethatthiswittstittbeorofitablfeor Yetyouarestit[abovetheotheroffersi,fthat
usif weagreeto thesechanges. i s y o u rl a s tw o r d .
A l'msorryb, utwereatlyhavenochoiceW. ecouldonly HmmT. hereisonelastpossibititSyo. farwe
e x t e n dt h ec o n t r a ci fty o ua g r e e dt o a l lt h et e r m s . h a v en o tt a l k e da b o u to n e - d arye g i s t r a t i o n .
Thatmeanws ewouldregistethr ecar
# Laura So,as you know,I'd[iketo discusssomeof Gavin formalluyndeGr ermalnawandderegisteitr
thenextdayT. huswecouldofferthemto you
a7 the termsin the offeryousent. asusedcarsata lowerorice.
l st h a tb e c a u syeo uw o u t dt h e nr e c e i vset a t e
Rachel Yes,what is your overatlimpression? Gobi subsidies?
Yest,hat'srightT. hatshouldenabteusto
Laura Welt,comparedto the otherofferswe've o f f e ry o ut h es i xp e rc e n ty o un e e d .
Wetti,t soundfsineto me.I'ttcheckit
receivedso far,it's certaintyin the ball park. Gavin interna[a[yndgetbacktoyou,butI don'tsee
a problematthemoment.
But,as I said,we needto discusssomeofthe Allright,I guessthat'sit,thenA. ttother
detaitws itthaveto bedeatwt ithonthebasis
details. o f o u rs t a n d a rtde r m sa n dc o n d i t i o n s .
Agreed?
Rachel OK,wherewould you like to start? T h a ts h o u l db ef i n e .I ' l lc h e c kw i t ho u r
lawyersandconfirmit foryouaswet[.
Lauro Perhapswith the leasingperiod,lt is very ThanksI'.mhappywe'vefounda solution,
G a b iI.' t ts e n dy o ua ne m a itlo m o r r o w
rong. summarizinoguragreemenTth. enour
lawyerscandraftthecontract.
Rachel Yes,I agree.Thatenabtesus to offeryou a Gabi
T E G I DJ ,e a nD u b a ns p e a k i n g .
betterprice,whichI'msureis in yourbest H e t t oJ,e a nl .t ' sJ u n k of r o mJ a p a n C oi mn
TokyoH. owareyouthismorning?
i n t e r e s t si.s n ' ti t ? Gavin OhfineJ, unkot,hanksA. ndyourself?
N o tb a d .A t l e a st h es u ni s s h i n i n gt o d a y .
Laura Normaltyit is,yes,but unfortunatelny ot in Yesh, eretoo- a niceimprovemenSto. ,what
canI doforyoutoday?
thiscase.Yousee,the maximumleasing Gabi Wewouldliketo ordersomeUSBadapters
forournetwor-k boththeXPRrandXPQrz
periodwasfixedby our boardofdirectors. models.
0K.LetmeiustwritethisdownS. o,model
Rachel Ah, I understandyour difficutty.Howevert,he numbeXr PRr4h:owmanydoyouneed?

periodwe areofferingis the standardterm Govin

herein London.lf you want to differfrom

that,we witl haveto increasethe leasing

rate.

Normaltwyecouldacceptthat,butI thinkwe Gabi

alsoneedto considethr atthebuitdinhgas

beenemptyforthepast hreemonthas nd Gavin

thereseemto benootherinteresteodarties.

Youmayhavea point hereb, uttheleasing

periodisanextremeilmy portanfat ctoirn

settingourpriceM. aybewecouldseta

dynamircateb, asedonyourturnoveart

Laura t h e s eo r e m i s e s . gA\ Caltr
Rachel I'msorryI.'mnotwithyou.Whatexactlyare
y o up r o p o s i n g ? 19 Jeon
Junko
Well,wecoutdfixa basicratethatis lower

thanourcurrenotfferB. utthenwewould Jeon
r e c e i vaep e r c e n t a goef y o u rt u r n o v elrf.t h e lunko
Jean
caf6isthesucceswseteal[hopingfor,it witl
bebeneficitaol bothyouandus.Woutdthat

b ea c c e o t a b l e ? Junko
Thatmaybea possibilitbyu, tI wouldhaveto

tatkto mybossaboutit andgetbacktoyou. Jean
0n thenextpoint.,..

74 | Transcripts

: Anno Oh,absotutety.
Junko Weneed4oo.AndthenformodeXl PQrz, Roberto So,first, couldyou pteasetell me the order

z5o.Canyoumanagdeetivertyo ourofficein

OsakabyFridaymorning? number?

lean Yeso, fcourseT. hat'snoproblemS. o,letme Anna Yes,it'sWCooor-rz8ih.
iustmakesureI'vegoteverythindgown
rightS. o,that'smodeXl PR14,oounitsa, nd Roberto OK,one moment.Right,hereit is. So,what
XPQrzz, 5ounits,to bedeliverebdyFriday do you needchanged?

Anna First,I havetwo corrections0, ne is the place

mornintgo Osaka. of deliveryfor itemnumberseven.lt oughtto

Junko Yest,hat'sright. be Brightonn, ot Birmingham.

lean Finel.'ttfaxyoua modecI ontract Roberto Brighton.OK,I'vegot that. Andthe second

i m m e d i a t eAt ys.s o o na sw eg e tt h a tb a c k change?

w i t hy o u rs i g n a t u r we ,ec a ns e n do f f t h e Anna Thewomen'sT-shirtsshouldbe light green,

shipment. not tightblue.

lunko 0K.ThatsoundfsineT. hanksJ,ean. Roberto Right.That'sarticlenumbersix- I've
lean Mypteasurelu, nko.Bye. changedthat to lightgreen.

lunko Bye. Anna Wonderful.And finatty,coutdI alsoaskyou to

addanotheritemto the order?

€ Cattz P h o n eE u r o p eA. t e xB e c ks p e a k i n g . Roberto Certainty.
20 Alex HelloA, lexl.t'sJeanDubanatTEGlDin Lyon.
I'veiustreceiveydourmessage. Anna Canwe havezooowomen'sleans,black...
lean Hi,JeanY. est,hanksforgettingbackto me. Roberto Btack,did you say?Not btuelikethosefor

Alex the men?

Anna No,no,blackis correctT. hat'smodelnumber

AsI saidin mymessagew,earereadyto JM-rSKT. heyshoutdbe detiveredon 9
p l a c eo u rf i r s to r d e ru n d etrh ef r a m e Novemberto Leeds.

lean contract. Robefto OK.ls thereanythingelseI cando for you?
That'sgreatA, texL. etmejustfinda pensoI Anna No,that'sall for now.Thanks,Roberto.

canwritethisdownO. Kg, oahead. Roberto My pleasureA. ndas I said,youshouldbe

AIex OK,we'd[iketo haver3,oooextensiolneads. ableto do thiskindofthingonlineby the end

lean SorryA, lex.Didyousay13,ooo r 3o,ooo? Anna of nextweek.Andif it stilldoesn'tworkthen,
Alex ThirteenO.nethree.
lean OK,r3,oooY. est,hatwittbefine.Obviously iust let me know.
Great,RobertoI.realtyappreciateit. Thanks

weneedto talkabouthedeliverdyate.lf I a g a i n .B y e .

remembecrorrectlyw,epromisewd ewould

detivetrhatquantitwy ithintwomonths.

AIex Yest.hat'scorrect. @ r Theordernumbeirs8z\55WR6Ho.aveyougotthat?
lean G o o dI.k n o wo u rp r o d u c t i ounn i ti s r e a d ys o z Thesaleshavebeengreat5. 0farthisyearwe'vesold
l'ltpasstheorderonto themB. utyouwitl 22
AIex emaiuI stheformasrequiredri,ght?
leon 0f courseI.'ttemaiilt toyoustraighatway. a totalof136,58u7nitsT. hat'sanincreasoefr3 per
That'sgreatA, texI.'ltbeintouchto letyou
Alex centoverlastyear.
lean k n o wh o wt h i n g sa r e g o i n g .
3 GoodnewsW. ecansaveupto f18,5ooeachquarter
ThanksJ, ean.Havea niceday. if weswitchsupptiers.
Youtoo, Atex.Bye.
4 I'mpleasetdo reportthatthisfacititwy asableto
increasietsoutpuftrom85o,ootoo r.9miltionlast

ouarter.

5 | havea questioanbouot neoftheitemsyouordered.
It'sitemnumberrTYTE-38thRe, 3.8mmcable.
$ noberto FashioMn odeR. obertBorancsapeaking. 6 Thenettotalforyourlatestorderis €t28,876.78.
2a HowcanI hetpyou?
WiththeDutchVATof r9%,thisgivesyoua gross

Anno HelloR, obertoA.nnafromStores t o t a to f € r 5 3 , 3 6 3 . 3 7 .

InternationinaLI eedhsereH. owareyou?

Roberto Hi,AnnaI.'mfine,thanksY. outoo,I hope.

Anna So,I sawyourfirstordertwodaysago. a Caltr Thereseemtso bea mistakwe iththe
Yest,hat'sactuallwy hyI'mcallingI.needto Buyer shipment.
Anno changteheorderb, utI'mnotsureifthe 21 Oh,sorryto hearthat.Whatexactlyisthe
Roberto Seller probtem?
onlinetoolfordoingthatisready et. Buyel
We[[w, eplacedanorderfortensensors,
SorryA, nnaU. nfortunatethtyat'srightl.t Seller modenl umbefrZzo,butinsteawd ehave
Buyer receivetdwentyTZlosensorsI.'mafraidthis
s h o u l db ea v a i l a b lnee x tw e e ka ss o o na sa [ [ detayisgoingto causeusprobtems.
Y e sI, c a nu n d e r s t a nWd .ew i l lo f c o u r s es e n d
thefeatureosfyourclienat cceshsavebeen thecorrecmt odelas ssoonaspossibte.
Sorryb,utI needsomethinmg orespecifisco
instaltedB.utit'snoproblemI .cantypethe I cantellourcustomerCs.anyoumanage

c h a n g eisn t ot h es y s t e mh e r e . d e t i v e rby y F r i d a yT?h a tw o u l db eo u r
a b s o t u tdee a d t i n e .
OKt,hanksB. utl'ilneedwrittenconfirmation

a sw e l l .

Yeso, fcourseI.'llenterthechangeisntothe

systemandthesoftwarewiltautomaticalty

generataeconfirmatioenmaitW. outdthatbe

OK?

Transcripltsz s

Seller Yeso, f courseI.canconfirmthatyouwitt Linda OfcourseT.heremusthavebeena mix-up.
receivethesensorfsirstthingFriday Alena
morning. Linda I'llspeakdirecttwy ithProductioannd
Alena arrangea speciadt eliveryto youbyro a.m.
eg i Callz tomorrowW. outdthatsuityou?
24 CustomeWr ecatledyouyesterdamy orningabout he I indo That'sfine.I thinkwecanwaituntiIthen.
Alena C a ny o ug u a r a n t et hea td e t i v e rtyi m e ?
networykouinstattedl'm. afraidthatit'sstitt
notworkingcorrectly. Linda Yesa, bsolutety!
Sales 0h,that'sstrangeI.askedourserviceteam Aleno Werealtycan'taffordanymoreproblems.
to senda techniciatontakecareofit I understanId'l.lmakesuretheshiomenist
immediatetSyo. mebodsyhouldhavefixed atyourlocationolaterthanro a.m.
theproblemyesterday. tomorrowI'.llalsofaxyoua copyofthe
CustomeWr etl,I haven'st eenanytechnicianasn, dI originaolrderC. outdyoupleasefaxit backto
mustsayI'mgettingrathear nnoyedO.ur m ei m m e d i a t ewl yi t hy o u rs i g n a t u rfeo r
m a i lo r d e ru n i ts t i t lc a n ' ta c c e stsh es y s t e m ,
a n di t ' sc o s t i n gu sm o n e y . confirmation?
Sales I realizethismustbefrustratinfgoryou.How Y e st,h a t ' sn op r o b l e m .
canI besthelpyou?
customeIr needsomeoneherebynoonorelsewewill T h a n k sL,i n d aI.' mr e a l l ys o r r ya b o u t h i sa n d
haveto considesrwitchintgo a different I ' l tp e r s o n a lmt ya k es u r ey o ug e tt h er i g h t
syslem. papertomorrow.
Sales Bynoon?ThatshoutdbenoprobtemI'.ll
personalglyetonto theservicuenit ThanksA,lenaB. ye.
i m m e d i a t eal yn dm a k es u r et h e yt a k ec a r e
ofit. B y e ,L i n d a .
customeCr anyouconfirmthatsomeonwe illbehere
bynoon?Wecan'taffordanymoredelays.
Sales YesI, understanIdc.anassuryeouthatthe
t e c h n i c i awni l lb eo nv o u rp r e m i s ebse f o r e
twelvdo'clock.
CustomeOr K,thanks.

a AIena HetloA. lenaNov6skpeaking.

25 Linda HetloA, lenal.t'sLindaMatthewast Logistics
Alena
Linda l n t e r n a t i o nhaeI r e .
Alena
Lindo HettoLindaH. owarethingsinGlasgow?
Well,notsogood.Unfortunatetyh,ere'sa
Alena problemwiththelatesst hipment.
Linda
Alena Oh,I'msorryL, indaW. hast eemtso bethe
Linda problem?
Alena
Linda W eo r d e r eydo u rs p e c i apl r e m i u mp a p e fro r
o u rc o p i e rasn dp r i n t e ras w e e ka g o ,b u t
Linda we'vereceivetdhewrongpapera, ndwehave

someveryurgenot rderscomingup.
RightI,understanydoursituation0.f course
youcan'tsendoutyourmateriawl iththe
wrongpaper.

Nowecan'ta, ndourdeadlineasre

approaching.
OK,LindaI,realiztehisisa prioritfyoryouso
I'tlseeto it immediateMtya. yI iustaskyoua
fewquestionfsirst?

Yess, ure.
Whatexacttdy oyoumeanbythewrong
paper|?meani,sit thethicknestsh,esize,
t h ec o l o u ro,r t h eq u a l i t y ?
Actualttyh,emaiopr roblemisthatthepaper

hasa watermartkhat'snotoursA. lsot,he
paper'standarwd hiteinsteadofcream

w h i t ea so r d e r e d .
Righta, ndcanIjustaskonemorething?
I seefrommydocumenthsatyoualso
o r d e r esdh i p m e n tosf s t a n d a rwd h i t ep a p e r .

l st h a tc o r r e c t ?
Y e st,h a t ' su s e df o ri n t e r n adl o c u m e n tBs .u t
w eo r d e r etdh eo t h e rt y p eo f p a p elra s tw e e k .

76 1

A-Z word list

in accordancewith Translation

[rn e'kcldenswr6] to enabte [r'nerbl\
to actrieve lCtsr.^q to enhance [rn'horns]
acquainted,to get - with to estabtrsh lt stabtrll
to exclude [rk'sklurd]
[get e'kwerntrdwrd] executiveboard

apology [e'poled3i] Irg'zekjetrvbcrd]
appointment [e'pcrntment] expertise [,ekspsr'tirz]
to appreciate[e'pri:Jiertj to exploit ftk'splcrtl
approval [e'prurvl] to extend a contract
to approve [e'prurv]
assessmentIe'sesment] Irk,stende 'kontrekt]
to assure [o'Jue]
to attach [e'tetj] facility [fe'srleti]
attention [e'tenJn] faulty ['fcrlti]
to file a tender
batch [betJ]
benefit ['benrfrt] lfarl e'tende]
bid [brd] to fix a meeting
boardof directors
[,fikse 'mirtr4]
[,bc:dev de'rektez] fued-price basis
to build a relationship
[,fikstprars'bersrz]
[,bilde rr'lerJnJrp] flow [fleu]
frame contract
calculation [,kelkju'1erJn]
call-off ['kol of] ['frerm kontrekt]
cautious,to be - [bi 'kc:Jes] franchisingcompany
challenging ['tfrehndsrr:]
circumstance ['serkemstens] [,frentJarzr4'k,rmpeni]
to collect [ke'lekt]
commercial [ke'msrJl] to get out of [get'autev]
commitment fke'mrtment] to get the go-ahead
to compare[kam'pee]
compensation [getde ,geue'hed]
goal [geul]
[,kompen'serJn] gross [grous]
competltor [kem'petrte] guarantee [,geron'ti:]
concession[ken'seJn]
condition [kan'drJn] to handlea complaint
to confirm [ken'fsrm] [,handle kem'plernt]
consistent [ken'srstent]
convention [ken'venJn] headquarters
to convince [ken'vrns]
to cooperate [keu'operert] [,hed'kwcrtez]
correspondence
in-depthinformation
[,korr'spondens] [rn,dep0rnfe'merJn]
counterpart ['kaunteport]
customerservice inconvenience

[,k^stome's3lvrs] [,rnkan'virniens]
indication [,rndr'kerJn]
to dealwith ['diilwrdj ... ........ inventory ['rnventri]
designed,to be - to _ invoice ['rnvcrs]
involved, to be - in
[bi dr'zarndte]
[bi rn'volvdrn]
desire [dr'zare]
K key account [,kire'kaunt]
distributor [dr'strrbjera]
to draft [drorft] t to liaisewith [li'erzwr6]
draft (version) ['drorftv:rJn] logistics [e'd3rstrks]
to drawup l,drc:',rpl
ilt to maintain [mern'tern]
to make sure [,merk'Jua]
to manage ['menrd3]
manners ['manez]
market research
[,morkrtrr'ssrtJ]
to moveup [,murv'.r,p]

Translation A-Z wordlist J 77

to negotiate[nr'geuJiert] Translation
to numbecr runch
strategic account
['nrr.mbekrirntJ] Istre,tird3rek'kaunt]

obiective [eb'dsektrv] to streamline ['stri:mlarn]
offer ['ofe] structure ['str ktJe]
to operate ['operert] sub-contractol
overal[ [,euver'cr1]
overhead ['auvehed] [,s,rbken'trakta]
to overhear [,euve'hre] supptier Ise'plare]
supptychain [se'plartJern]
to paraphrase ['perafrerz] to switch [swrtJ]
to passon to [,pors'onta]
penatty ['penlti] target ['torgrt]
performance[evel to tendto [tendta]
tender ['tenda]
[pe'fcrmenslevl] termsand conditions
pitch [prtJ]
to placean order [,tslmzendken'drJnz]
thorough ['O,rra]
[,piersan'o:do] tough [trfl
pre-screening[prir'skrirnr4] to track [trek]
to Prevent [prr'vent] trial period [,trarel'preried]
pricetag ['prarstag]
procedure [pra'si:d3e] vague [verg]
vendor ['vende]
Procurement Ipre'kjuement] volume ['volju:m]
profitability [,pmfite'brleti]
project team ['pmd3ekttirm] w wananty l'woranti]
to promote [pre'meut]
promotion [pre'meuJn] win-win [,wrn'wrn]
to prompt [pmmpt] to wrapit up [,rap t',rp]
provision [pre'vr3n]
to publicize ['p,rbhsarz]

a quarter ['kwc:te]

R ranking ['reqkr4]
raPPoft [r€'pc:]
rate lrert]
to reconsider[,ri;ken'srde]
to referto [n'fs: te]
to reimburse [,ri:rm'bsrs]
requirement [rr'kwarement]
requisition [,rekwr'srJn]
to resolve [rr'zolv]
responsibility

[rr,sponsa'brleti]
tetailer ['ri:terle]
to retain [rr'tern]

to sample ['sormpl]
schedule ['Jedju:U
to seeto ['si:ta]
service ['s::vrs]
to set up a meeting

[,setrp e'mirtr4]
shipment ['Jrpmant]
to sign for ['sarnfe]
sign of goodwill

[,sarnev gud'wrl]
to source [sc:s]
to submita tender

[seb,mret 'tende]
sp€cialist ['speJelrst]
specifci ation [,spesrfi'kerJn]
stock market ['stokmo:krt]

78 I

Useful phrasesand vocabulary

Describinygourcompany/department Greetingsandintroductions
I workinthesales/purchasdinegpartmenotfa smatl/ G o o dm o r n i n g / a f t e r n o o n .
HettoM. ynameis...
medium-sized/lacrogme pancyatled... P l e a scea l lm e. . .
W ed e v e l o p / m a k e / p r o d u c e / s e t t / . . . May/CanI introducemyself?
O u rd e p a r t m e ni std i v i d e di n t o. . . Nice/Pteasetodmeetyou(too).
Weneedto liaise/worckloselywith...
Wealsoaremoreactivelyinvolvedin... Movingonto business
Myteam/groump akes urethat... H o wd i dy o u[ i k et h ep r e s e n t a t i o n ?
W h a td oy o ut h i n ko f . . . ?
Describingyourresponsibitities Haveyoufoundanythingof interest?
Myteamis responsibfloer... Whatlineof businesasreyouin?
I aminchargoef... Letmegiveyou/Here'ms y(businessc)ard.
M ym a i nr e s p o n s i b i l i st y. . .
A totof our/myworkinvolve.s.. Arrangingto fotlow-up
Wehaveto/needto ... Wouldit bepossibteto arrange/fix/seutpa meeting?
I spenda lotoftime... CouldI cometo seeyou?
M yj o ba t s oi n c l u d e.s. . CoutdI callyouinthenextfewdays?
P e r h a pIsc o u t ds e n dy o us o m ei n f o r m a t i o n .
Askingindirecqt uestions Wouldyoubeinteresteidn meetingafterthefair?
CanI askwhichcompanyyouarewith? C o u l dy o us e n dm ey o u rp r i c el i s t s ?
D o e s n 'yt o u rc o m p a nhy a v ea no f f i c eh e r e ? I'tlsendyouanemait/givyeoua callnextweek.
Don'tyouworkat HTEtectronics?
Startinga conversation
Usingwouldlcould l st h i sy o u rf i r s tt i m eh e r e / i nB e l g i u m ?
C o u l dy o ut e l lm ey o u rn a m e( a g a i n p) ,t e a s e ? Whatdoyouthinkof Brussels/thfaeir?
Coutdyougivemeyourbusinescsard/ contact Areyouinteresteidn footbatt/films/wintseprorts?
Theweathehr erehasjustbeenfantastic/horrible.
information?
Woutdyouliketo lookatournewcatalogue? Keepingthe conversatlongoing
Wouldyoubeinteresteidn meetingnextweek? Areyouinteresteidn anyparticulasrport?
I couldcometo yourofficenextweek. - Yes,I'mrealtyintosnowboardinHg.owaboutyou?
Haveyoubeento Liverpooblefore?
Sayingwhoyouare - Yes,I'vebeentheremanytimes,actuallyI.reattytike
ThisisAdamBrownfromXYZLtd.
It'sDavidDietrichfrompurchasinhgere. theatmospherea,ndthepeoplearefriendty.
HiSarahl.t'sFrankhere.
Movingonto business
Gettingthroughto the right person So,areyoulookingforsuppliers?
Couldyouputmethroughto yourpurchasing Rights, houldwegetdownto business?

departmenpt,lease? Salutationsandcloses
C o u l d / C aI ns p e a kt o J o h nM u r p h yp,l e a s e ?
I ' dl i k et o s p e a kt o J i l l ,p t e a s e . DearMr,Mrs,Ms Regards/Sincerety
l'dtiketo speakto somebodiynyoursales/purchasing
D e a rB o b Beswt ishes/Kinrdegards
d e p a r t m e nptt,e a s e .
l s M i c h e t t eh e r ea t t h em o m e n t ? Hetlo/HBi ob Attthebest/Best

Openingsentence UsefupIhraseasndvocabularlyz g
It wasniceto meetyouattheconferenclaestweek.
I'mwritingtotetl/askyouabou.t../ lustwantedto get Disagreeing
I seeit a littledifferentty.
intouchto ... Thatmaywellberightb, ut...
Hopeyouhada niceweekend. Upto a pointwecouldacceptthat,but...
Howarethingsgoing? I realtycan'tagreewiththat.
Normallwy ecouldacceptthat,butinthiscase...
Requestinginformation UnfortunatelIyc,an'tagreewithyouthere.
C o u l dy o us e n dm es o m ed e t a i l sa b o u t . . . ?
I wouldalsoliketo taketheopportunitoy findout Askingifyourpartneris interested
W o u l dy o ub ei n t e r e s t ei ndt r y i n go u r . . . ?
m o r ea b o u t . . . PerhapIscantempyt outo sampleour...?
W o u l dy o um i n da n s w e r i nt hg ef o l l o w i nqgu e s t i o ntso Doyouthinkyourcompanmy ightbeinteresteind...?
Doyouthinkthismaybeofinterestot youandyour
h e t pu sw i t ho u rp r e p a r a t i o n ?
Wewouldliketo hearmoreabout... clients?

M a k i n go r c o n f i r m i n ga n a p p o i n t m e n t Showinginterest
HowabouTt hursdaayt4 p.m? T h a ts o u n d isn t e r e s t i n g .
Woutd3 Aprilat11a.m.atourofficebs econveniefnotr Thatwouldcertainlybeof interestto us.
Thatmightbeexacttwy hatwearetookingfor.
you? Couldyousendmea sampte/givmeesomemore
I woutdliketo confirmthemeetinfgor3 Apriat t11a.m.
information?
Concluding
Pleasefeelfreeto contacmt eagain. Beingcautious
I lookforwartdo seeingyouin London. Wellm, aybeB. utI woutdneedto knowmoreabout...
Lookingforwardto seeingyouon3 April. I ' mn o ts os u r e ,
I don'tthinkthat'sreallywhatwe'relookingfor.
Back-channeli-ngshowingthatyouarereally T h a t( r e a l l yd)e p e n dosny o u rc o n d i t i o n s / p r i c e .
listening
Mmmhg, ood. Sayingyou arenot interested
YeahO, K. I ' ms o r r yb u t . . .
Ahah.I see. U n f o r t u n a t ewl ye ' r en o tl o o k i n gf o rt h a ta t t h e m o m e n t .
Right. Thanksb,utwealreadyhavea suppliefrorthatproduct.
No,thanksW. e'renotinteresteidn thatatthisstage.
Prompting- askingfor moreinformatlon
InterestinCgo. uldyoutellmemoreabouthat? Startingthe conversation
Yesc, ouldyougivemesomemoredetails? Weteveryhappyto bemeetingyoutoday.
Woutdyoubeableto providemorespecific Wehopeto cometo anacceptabsleolutiofnorboth/all

information? ofus.
I'dtiketo discussomeofthedetailsintheoffer.
Paraphrasingm- akingsureyouhaveunderstood We'dtiketo hearyourproposalbseforeweteltyou
corectly
Soyou'dlike...,butonlyif ....lsthatright? whatwecanoffer.
So,if I understanydoucorrectly,ouneed...
S o r r yd, i dy o us a y . . . Concludingyourarguments
Wearesurethatyouwillseethebenefitsforyour
Confirming- sayingthatyouhaveunderstood
That'scorrecty,es. c o m p a niyf y o ut a k eu po u ro f f e r .
That'sright. ThereyouhaveourproposaIl.'mafraidthat'sasfaras
Y e sI, s e ey o u rp o i n t .
So,you'ttgetbackto meonthat. wecango.
Sothatwrapsit up.
Agreeing T h a ts u m su oo u rs i d et h e n -
I shareyourviewscompletely.
Wecouldgoalongwiththat. Finishingthe conversation
YesI,'mabsoluteitnyfavouor fthatoption. Thatmaybea possibititbyutI haveto discussit with
I agree.
m yb o s s .
Letmegetbackto you.
I'mhappywe'vefounda solutionI.'llsendyouanemail

t o m o r r o ws u m m a r i z i no gu ra g r e e m e n t .

80 | Usefupt hraseasndvocabulary Servingyourctientby suggestingsolutions
Youwillgetthemissinsghipmenwt ithinz4hours.
Ptacingorders I'ltgetbackto youfirstthingtomorrowmorninagbout
Wewouldtiketo order/have...
We'rereadyto makeourfirstorderundertheframe compensation.

contract. H e l p i n g y o ucr t i e n tb y c o n f i r m i n g y o ucro m m i t m e n t s
We'dliketo placea catl-ofof rderfor... I'llseeto it immediatealyndpersona[m[yakesureyou
WewouldappreciatdeeliverybyFridayC. anyou
g e tc o m p e n s a t i o n .
m a n a giet / t h a t ? Areweagreedthatyou'tlfaxmea copyoftheinvoice

Takingorders a n dI ' l ls e n dy o ut h em i s s i n igt e m st o d a y ?
I ' l ti u s tt a k e / w r i t de o w nt h ed e t a i l s .
L e tm ei u s tw r i t et h i sd o w n / t y p ei n y o u ro r d e r . Makingcomptaints
So,howmanydoyouneedexactly? I'mwritingto youto complaianbout...
Wasthereanythingelseyou'dliketo ordertoday? I amwritingin referencteo theaboveorder.

Checkinagndconfriminginformation Unfortunatel.y..,
Letmejustcheck/repeatht at.
Letmemakesurel'vegoteverythindgownright. Talkingaboutconsequences
Yest,hat'sright/correct. Weexpecyt outo coverthesecosts.
SorryD, avidD. idyousay...? W ee x p e cct o m p e n s a t ifoonrt h ei n c o n v e n i e nccaeu s e d .
C o u l dy o us a yt h a ta g a i n / r e p etahta t ,p l e a s e ? Wecannoat cceptthisandwillhaveto canceol ur

I'mafraid(thatt)hereisa probtemwith... contraciftit happenasgain.
Thereappears/seemtosbea mistake/mix-.u.p. lf youdonotcomplwy iththedelivertyermsasagreed
Unfortunatelwye, havea stightproblemwith...
in ourframecontractw, ewillbeforcedto contacot ur
Confirmingyouhaveunderstoodthe client'ssituation tawyers.
I'msorryto hearthat./ | understanydoursituation.
I realizethismustbefrustratingforyou. Offeringapologies
Pleasaeccepmt yapologiefsor...
Askingforthe detailsof the probtem P l e a sbeea s s u r etdh a tw ea r ed o i n ge v e r y t h i n g . . .
Couldyoutellmeexacttwy hichitemwasdamaged? | (verymuch)regretheinconvenienwceehavecaused.
MayI askif you'vetriedto usethetrackingfacilityon
Referringto futureaction
o u rw e b s i t e ? Wewill,of coursec, overtheextracosts/reimburse

you/arrangfoera newshipment...
Asa signof goodwillI,wouldliketo offer...

Translation

to buitda retationship It isvitalto builda goodrelationshiwpiththoseyoudo

b u s i n e swsi t h .

to convince I willneedsomemoreinformatiobneforeyoucanconvince

meto buy.

to fite/submaittender Thectosingdateforfilingthetenderis Friday.

to futfil I'mafraidyourproducdt oesn'st eemto futfilourrequirements.

to handtea complaint It isimportantot handlecomptainwtsetlif wewantto keep

o u rc l i e n t s .

to makesure Wemustatwayms akesurewelistento ourclients'needs.

to negotiate I amsurewewitlbeableto negotiatetermsthatarebeneficial

to usbothai ltof us.

to placeanorder I ptacedanordertastmonthandit'ssti[[notarrived.

to present TodayI wantto presenot urlatestproducto you.

to reimburse Wewoutdtiketo reimbursyeouforthecostof reptacintghe

faultyproduct.

to setupa meeting Weshouldsetupa meetintgo discusysourproducfturther.