Situation 1

A. You are the Training Manager at Lombard Industries. You are waiting to welcome a business consultant who is
giving a presentation at your company. This is your first meeting. You start a conversation.
• Introduce yourself (Use your real name)
• Greet the business consultant
• Ask about their journey
• Offer coffee
• Respond to the consultant’s request
B. You are a business consultant. You arrive at Lombard Industries to give a presentation. The Training Manager
meets you in reception. This is your first meeting.
• Respond to the Training Manager’s greeting (Use your real name)
• Respond to the questions about your journey
• Respond to the offer
• Ask to use a photocopier (to copy information sheets for the presentation)
A. Training Manager (Real name: John Smith): Good morning! Welcome to Lombard Industries. I'm John
Smith, the Training Manager here. It's a pleasure to meet you.
B. Business Consultant: Good morning, John. I'm Sarah Thompson, the business consultant for today's
presentation. Thank you for having me.
A. John Smith: It's great to have you here, Sarah. How was your journey? Did you have any trouble finding
our location?
B. Sarah Thompson: Thank you, John. The journey was smooth, and your company's location was easy to
find. No troubles at all.
A. John Smith: That's wonderful to hear. If you need anything to freshen up after your journey, we have a
coffee machine available. Would you like a cup of coffee or tea?
B. Sarah Thompson: Thank you for the offer, John. I could use a cup of coffee to start the day. Black with
no sugar, please.
A. John Smith: Absolutely, Sarah. I'll arrange that for you. We have a break room just down the hall. Please
make yourself comfortable while I get your coffee.
(Brief pause as John arranges the coffee.)
A. John Smith: Here's your cup of black coffee, just as you requested. Enjoy!
B. Sarah Thompson: Thank you, John. I appreciate it.
B. Sarah Thompson: By the way, John, would it be possible for me to use a photocopier? I have some
information sheets I'd like to make copies of for the presentation.
A. John Smith: Of course, Sarah. We have a photocopier available for your use. Follow me, and I'll show
you where it is.
A. Training Manager (Sarah): Good morning! I'm Sarah, the Training Manager at Lombard Industries. It's a
pleasure to meet you.
B. Business Consultant (Michael): Good morning, Sarah. I'm Michael. Nice to meet you too.
A. Sarah: Welcome to Lombard Industries, Michael. How was your journey here? Did you have any trouble
finding the place?
B. Michael: Thank you, Sarah. The journey was smooth, and I didn't face any difficulties finding the
location. Your company's directions were clear and helpful.
A. Sarah: That's great to hear! I'm glad you had a pleasant journey. Can I get you a cup of coffee or tea
before we begin?
B. Michael: Thank you for the offer, Sarah. I'd appreciate a cup of coffee, please.
A. Sarah: Perfect! I'll arrange for a cup of coffee for you right away. Is there anything specific you prefer in
your coffee, such as sugar or milk?
B. Michael: Just black coffee will be fine for me, no sugar or milk needed. Thank you.
A. Sarah: Noted. I'll make sure your coffee is prepared just the way you like it. By the way, before we
proceed, is there anything else you need assistance with or any particular requests you have?
B. Michael: Actually, Sarah, I have some information sheets that I need to duplicate for the presentation.
Would it be possible to use a photocopier here?
A. Sarah: Of course, Michael. We have a photocopier available in our office. Let me guide you to the area
where it's located, and you can make the necessary copies. Follow me, please.
Situation 2
A. You are a purchasing officer of ADC Inc. You call your partner, Beck Instruments (BI) to
discuss to buy a machine, the BI25. You start a telephone conversation:
• Introduce yourself and greet the sales representative
• Offer to buy the machine if BI can give you a good price.
• Ask for a discount
• Agree if the discount is attractive
• Ask for 7%
• Agree
B. You are a sales representative of Beck Instruments. You receive the call from ADC Inc. and negotiate
some aspects of an agreement for the sale of the BI25.
• Answer the call and greet the purchasing officer
• Say that your prices are very competitive
• Say a discount could be possible if ADC agrees to pay for shipping costs.
• Offer 5% discount
• Unfortunately, you can’t agree, unless ADC pays for the installation.
• Confirm your agreement

A. Purchasing Officer (PO): Hello, this is Alex from ADC Inc. Am I speaking with a sales representative
from Beck Instruments?
B. Sales Representative (SR): Yes, this is James from Beck Instruments. Nice to speak with you, Alex.
How can I assist you today?
A. PO: Great to connect, James. We're interested in purchasing the BI25 machine from Beck Instruments.
We've heard good things about its performance. If you can offer us a competitive price, we're ready to
make the purchase.
B. SR: I'm glad to hear that, Alex. Our prices are indeed very competitive, and I'm confident we can work
out a deal. However, I must mention that we do have certain conditions for discounts. Are you open to
discussing those?
A. PO: Absolutely, James. We're open to considering your conditions. Please go ahead.
B. SR: Thank you, Alex. One of our conditions for a discount is that you cover the shipping costs. If you
agree to that, I can offer you a 5% discount on the BI25 machine.
A. PO: That sounds reasonable, James. We can cover the shipping costs. However, we were hoping for a
slightly higher discount. Is it possible to increase it to 7%?
B. SR: I understand your request, Alex. Let me check with my supervisor. I'll do my best to accommodate
your request.
(Short pause)
B. SR: Good news, Alex! I managed to secure approval for the 7% discount on the BI25 machine. We can
proceed with the purchase at that price.
A. PO: That's fantastic, James! We appreciate your effort in securing the discount. We're happy to proceed
with the purchase of the BI25 machine at a 7% discount.
A. Purchasing Officer (PO): Hello, this is Sarah from ADC Inc. May I speak with a sales representative,
please?
B. Sales Representative (SR): Hi Sarah, this is Mike from Beck Instruments. How can I assist you today?
A. PO: Hi Mike, nice to speak with you. I've been browsing through your product catalog and I'm
interested in purchasing the BI25 machine for our company. However, we're looking for a good price. Can
you offer us a competitive deal?
B. SR: Absolutely, Sarah. At Beck Instruments, we pride ourselves on offering competitive prices to our
customers. I'm confident we can work out a deal that suits your needs.
A. PO: That's great to hear, Mike. In that case, I'd like to discuss a discount for the BI25. Can you offer any
discount on the listed price?
B. SR: I understand your request, Sarah. If ADC Inc. is willing to cover the shipping costs, I can offer you
a 5% discount on the BI25 machine.
A. PO: Thank you for the offer, Mike. However, I must mention that we have some budget constraints. If
you could increase the discount to 7%, it would be more attractive for us. Is that something you can agree
to?
B. SR: I appreciate your position, Sarah. Let me check with my manager to see if we can accommodate
your request for a 7% discount. Please hold on for a moment.
[After a brief pause]
B. SR: Sarah, I have good news. I spoke with my manager and we can agree to a 7% discount on the BI25
machine for ADC Inc.
A. PO: That's excellent, Mike! Thank you for confirming the 7% discount. We are happy with this
arrangement. Let's proceed with the purchase of the BI25 at the agreed-upon price.
B. SR: I'm glad we could reach an agreement, Sarah. I'll make sure all the necessary arrangements are
made, and we'll proceed with the purchase of the BI25 at the discounted price. Thank you for choosing
Beck Instruments, and we look forward to doing business with ADC Inc.
Situation 3
A. You are a representative of F.Lynch & Co. Ltd. You call your partner, Satex S.p.A to complain about incomplete
delivery. You start a telephone conversation:
• Greet, introduce yourself
• Explain problem: Order LS14478 for 8500 sweaters, only 8200 have arrived.
• Say this is second time you have received an incomplete delivery.
• Agree – say you need the other 300 sweaters urgently.
Delays are costing you goodwill – unhappy customers
• Ask for a promise of delivery date
• Complain – you want dispatch now
• Ask for email to confirm dispatch
B. You are a sales representative of Satex S.p.A. You receive the call from F. Lynch and resolve the complaint:
• Answer the call and offer to help
• Express surprise
• Suggest possible error in order administration
• Explain stock problems
• Promise next Friday and express regret – not possible
• Agree – apologize and end call
A. F. Lynch & Co. Ltd. Representative (R): Hello, this is Sarah from F. Lynch & Co. Ltd. May I speak with a
representative from Satex S.p.A, please?
B. Satex S.p.A. Sales Representative (SR): Hi Sarah, this is Mark from Satex S.p.A. How can I assist you today?
A. R: Hi Mark, nice to speak with you. I'm reaching out regarding an issue with our recent order. We placed an
order with reference LS14478 for 8500 sweaters, but we have only received 8200 sweaters. This is the second time
we've received an incomplete delivery from your company.
B. SR: I apologize for the inconvenience, Sarah. I'm surprised to hear about this issue as we strive to ensure
accurate and complete deliveries. It seems there might have been an error in our order administration. Let me
investigate the matter and provide you with an explanation.
A. R: Thank you, Mark. We appreciate your attention to this matter. However, it's crucial to note that we urgently
require the remaining 300 sweaters. The delays in delivery are causing us to lose goodwill with our customers, and
we have unhappy customers as a result. Could you please promise a specific delivery date for the remaining
sweaters?
B. SR: I completely understand the urgency, Sarah. However, I must apologize as our current stock levels cannot
fulfill the complete order by the desired date. Our next available delivery slot is next Friday. I regret that it's not
possible to expedite the process any further.
A. R: This is disappointing, Mark. We were hoping for a quicker resolution to this issue. Nevertheless, we have no
choice but to agree to the next Friday delivery. Can you please confirm the dispatch of the remaining 300 sweaters
so that we can have written documentation of the arrangement?
B. SR: I apologize for the inconvenience caused, Sarah. I will ensure the dispatch of the remaining 300 sweaters
next Friday. Additionally, I will send you an email confirming the dispatch and providing you with the necessary
details. I appreciate your understanding and patience in this matter.
A. R: Thank you for your assistance, Mark. We look forward to receiving the remaining sweaters as promised.
Please make sure to send the confirmation email promptly. Have a good day.
B. SR: Thank you for your cooperation, Sarah. I apologize again for the inconvenience caused. I will send the
confirmation email shortly. If you have any further questions or concerns, please don't hesitate to reach out. Have
a great day as well. Goodbye.
A. F. Lynch & Co. Ltd. Representative (FR): Hello, this is John from F. Lynch & Co. Ltd. May I speak with a
representative from Satex S.p.A, please?
B. Satex S.p.A Sales Representative (SR): Hello John, this is Lisa from Satex S.p.A. How can I assist you today?
A. FR: Hi Lisa, nice to speak with you. I'm calling to address a problem we've encountered with our recent order.
We placed an order, LS14478, for 8500 sweaters, but we have only received 8200 so far.
B. SR: Oh, I'm sorry to hear that, John. That does sound like an issue. Let me check our records to see what might
have gone wrong with the delivery.
[After a brief pause]
B. SR: John, it seems there might have been an error in our order administration process, resulting in the
incomplete delivery. I apologize for the inconvenience caused.
A. FR: This is the second time we've received an incomplete delivery from Satex S.p.A, Lisa. It's becoming a
concerning pattern for us. We urgently need the remaining 300 sweaters as our customers are growing unhappy
due to these delays, and it's impacting our goodwill.
B. SR: I completely understand, John. I apologize for the inconvenience and frustration this has caused.
Unfortunately, we're currently facing some stock problems, which have contributed to this situation.
A. FR: We appreciate your understanding, Lisa. However, we need a clear promise regarding the delivery date for
the remaining 300 sweaters. Our business is being affected, and we cannot afford any further delays.
B. SR: I completely understand the urgency, John. I apologize for any inconvenience caused by the delay. At the
moment, I can promise that the remaining 300 sweaters will be delivered by next Friday.
A. FR: Thank you for your assurance, Lisa. Given the circumstances, we would appreciate it if you could prioritize
the dispatch of the remaining sweaters as soon as possible.
B. SR: I understand your request, John. I'll make sure to prioritize the dispatch of the sweaters and ensure they are
sent out as soon as we can. To confirm, would you like me to send you an email with the details of the dispatch
once it's done?
A. FR: That would be great, Lisa. Please do send us an email to confirm the dispatch once it's arranged. We
appreciate your attention to this matter.
B. SR: Absolutely, John. I'll send you an email as soon as the dispatch is confirmed. I apologize again for the
inconvenience caused, and we'll work diligently to resolve this issue. Thank you for bringing it to our attention, and
we'll ensure it doesn't happen again in the future.