Making an Order by Telephone
J. – Jean, Ju. – Junko
J.:TEGID, Jean Duban speaking.
Ju.:Hello, Jean. It’s Junko from Japan Com in Tokyo. How are you this morning?
J.:Oh fine, Junko, thanks. And yourself?
Ju.:Not bad. At least the sun is shining today.
J.:Yes, here too – a nice improvement. So, what can I do for you today?
Ju.:We would like to order some USB adapters for our network – both the XPR14 and XPQ12 models.
J.:OK. Let me just write this down. So, model number XPR14: how many do you need?
Ju.:We need 400. And then for model XPQ12, 250. Can you manage delivery to our office in Osaka by Friday morning?
J.:Yes, of course. That’s no problem. So, let me just make sure I’ve got everything down right. So, Model XPR14, 400 units, and XPQ12, 250 units, to be delivered by Friday morning in Osaka.
Ju.:Yes, that’s right.
J.:Fine. I’ll fax you a model contract immediately. As soon as we get that back with your signature, we can send off the shipment.
Ju.:OK. That sounds fine. Thanks, Jean.
J.:My pleasure, Junko. Bye.
Ju.:Bye.
Placing the First Order
J. – Jean, A. – Alex
A.: Phone Europe. Alex Beck speaking.
J.: Hello, Alex. It’s Jean Duban at TEGID in Lyon. I’ve just received your message.
A.: Hi, Jean. Yes, thanks for getting back to me. As I said in my message, we are ready to place our first order under the frame contract.
J.: That’s great, Alex. Let me just find a pen so I can write this down. OK, go ahead.
A.: OK, we’d like to have 13,000 extension leads.
J.: Sorry, Alex. Did you say 13,000 or 30,000?
A.: Thirteen. One three.
J.: OK, 13,000. Yes, that will be fine. Obviously we need to talk about the delivery date. If I remember correctly, we promised we would deliver that quantity within two months.
A.: Yes, that’s correct.
J.: Good. I know our production unit is ready so I’ll pass the order on to them. But you will email us the form as required, right?
A.: Of course. I’ll email it to you straight away.
J.: That’s great, Alex. I’ll be in touch to let you know how things are going.
A.: Thanks, Jean. Have a nice day.
J.: You too, Alex. Bye.
Cancelling an Order
C. – Customer, S. – Supplier
C.: I’m calling about the sales invoice I’ve just received from you – for 50 car CD players.
S.: OK, what’s the problem?
C.: Well, there seems to have been a misunderstanding. I haven’t actually placed an order for them.
S.: Sorry, I don’t follow you.
C.: Well, when I called your office last week, I was just making enquiries about the players – prices, availability …
S.: Are you saying you don’t want them? My assistant told me you needed them urgently. We’ve packed them and we’re just about to send them off to you.
C.: I’m sorry. To be honest, I was getting quotes from several suppliers. If I’d wanted to place a firm order, I’d have given you written confirmation. Your assistant was a bit too hasty, I’m afraid.
S.: OK, well, I suppose we’d better cancel the order then. I take it you don’t want the CD players.
C.: I’m afraid not. We’ve ordered them from another source this time. I’m sorry if this has caused you any inconvenience.
S.: Don’t worry. I’ll have a word with my assistant, I don’t want him to make the same mistake again.
C.: Yes, I think you should do that. Well, goodbye for now.
Make up dialogues based on the following assignments:
1. Your customer’s representatives have seen your display at the exhibition. Ask them about their impressions; find out if they are going to place an order for the equipment with you. Suggest a visit to the plant which produces the equipment.
2. You are negotiating a prospective purchase of consumer goods. Indicate the samples you have chosen and state your idea of a discount. Promise to confirm your final choice by letter.
3. You are selling furniture. Your partner is interested, but reluctant to buy it at the terms suggested. However, he is interested and is willing to negotiate.
4. Meet Mr. Taylor and tell him that their samples impressed you favourably and you would like to place a big order with them but you find their prices high.
Read, translate and act out the dialogue:
Changing the Order
R. – Roberto, A – Anna
R.: Fashion Mode. Roberto Branca speaking. How can I help you?
A.: Hello, Roberto. Anna from Stores International in Leeds here. How are you?
R.: Hi, Anna. I’m fine, thanks. You too, I hope. So I saw your first order two days ago.
A.: Yes, that’s actually why I’m calling. I need to change the order, but I’m not sure if the online tool for doing that is ready yet.
R.: Sorry, Anna. Unfortunately that’s right. It should be available next week as soon as all the features of your client access have been installed. But it’s no problem. I can type the changes into the system here.
A.: OK, thanks. But I’ll need written confirmation as well.
R.: Yes, of course. I’ll enter the changes into the system and the software will automatically generate a confirmation email. Would that be OK?
A.: Oh, absolutely.
R.: So, first, could you please tell me the order number?
A.: Yes, it’s WC0001-128jh.
R.: OK, one moment. Right, here it is. So, what do you need changed?
A.: First, I have two corrections. One is the place of delivery for item number seven. It ought to be Brighton, not Birmingham.
R.: Brighton. OK, I’ve got that. And the second change?
A.: The women’s T-shirts should be light green, not light blue.
R.: Right. That’s article number six – I’ve changed that to light green.
A.: Wonderful. And finally, could I also ask you to add another item to the order?
R.: Certainly.
A.: Can we have 2,000 women’s jeans, black …
R.: Black did you say? Not blue like those for the men?
A.: No, no, black is correct. That’s model number JM-15K. They should be delivered on 9 November to Leeds.
R.: OK. Is there anything else I can do for you?
A.: No, that’s all for now. Thanks, Roberto.
R.: My pleasure. And as I said, you should be able to do this kind of thing online by the end of next week. And if it’s still doesn’t work then, just let me know.
A.: Great, Roberto. I really appreciate it. Thanks again. Bye.
Make up dialogues based on the following assignments:
1. You are having the last meeting with your customer’s representatives. Tomorrow you are going to sign the contract. Discuss the results of the talks and prospects of further cooperation.
2. Phone your customer and tell him you will call for him at his hotel to take him to the plant where he will see the equipment he is going to buy from you. Agree about the time.
3. Phone your customer and ask him if he has studied your draft contract. Find out what points he would like to clear up. Make an appointment with him.
4. Discuss with the firm the quality of the samples as you are going to place an order on some of them.
Read, translate and act out the dialogue:
Delay in Delivery