商用英語會話考試1

Party A:

  Basic greetings

  Introducing yourself 

 Issue: You have bought some office equipment and stationery supplies. Unfortunately, there have been problems with the service.

  Your order number is OOU22.10 

(1) The company usually gives you 10% discount and the normal terms of payment are 60 days from the issuance of the invoice. (2) You did not order any staples (but the company sent you Staples 5000 (item name), 1 pack with the charge of US$7.00. 

(3) You have used Office Universe (the company you are calling) in the past and have had problems with wrong deliveries. (

(4) Ask for a new copy of invoice (if the terms are changed). 

(5) Be prepared to say you will consider using other suppliers in future.  

Party B (OU = Office Universe): 

 Picking up the call and basic greetings 

 After Party A's basic introduction, give a line to offer your assistance. 

 Check and retrieve the order. 

 After the order is retrieved and shown on your computer screen, solve (or renegotiate the issues one by one). 

(1) You have checked the original telephoned order and can find no mistake: the customer did order all the goods you have sent, including the staples. 

(2) You cannot take back the order but if the customer is unhappy, he/she can return the goods and no fee will be charged. 

(3) You accept that the customer should receive a 10% discount. 

(4) Your company recently altered its terms to 30 days for all customers and all were notified in a separate letter sent about one month ago. 

(5) You apologize for the convenience caused this time (showing good will). 

(6) Give a promise that wrong orders/deliveries will not happen in future. 

(7) Offer to send the new invoice through email soon after the conversation ends.  

Phone Conversation Transcript

Party A (Customer): Party B (Office Universe):

Party B (Office Universe): Good morning, Office Universe. How can I help you today?

Party A (Customer): Good morning! This is [Your Name] from [Your Company]. How are you?

Party B (Office Universe): I'm doing well, thank you. How can I assist you today?

Party A (Customer): I hope you can help me with an issue regarding my recent order. My order number is OOU22.10.

Party B (Office Universe): Certainly, let me pull up your order details. Please hold for a moment. Alright, I have your order in front of me. How can I assist you with it?

Party A (Customer): I've noticed a few problems with the service this time. First, I did not order any staples, but I received a pack of Staples 5000, which I was charged $7.00 for.

Party B (Office Universe): I've checked the original telephoned order, and it appears that the staples were indeed ordered. However, if you are unhappy with this, you can return the goods, and no fee will be charged.

Party A (Customer): Yes, also, I want to confirm the payment terms and discount. Usually, we receive a 10% discount, and the terms of payment are 60 days from the issuance of the invoice. Can you confirm if these terms are still in place for this order?

Party B (Office Universe): I can confirm that the 10% discount has been applied. However, our payment terms were recently altered to 30 days for all customers. This change was communicated in a separate letter sent about a month ago.

Party A (Customer): Given the recent issues, including problems with wrong deliveries in the past, I'd like a new copy of the invoice reflecting the correct items and charges.

Party B (Office Universe): I apologize for any inconvenience caused this time. We will send a corrected invoice to you via email soon after our conversation ends. We value your business and assure you that such errors will not happen again in the future.

Party A (Customer): That's all for now. However, I need to mention that if these issues continue, we may have to consider using other suppliers in the future. We've had too many problems recently.

Party B (Office Universe): I understand and apologize for the repeated issues you've faced. We appreciate your patience and will strive to ensure that such errors do not happen again. We hope to continue serving you in the future.

Party A (Customer): Thank you for your help. I'll look out for the new invoice.

Party B (Office Universe): You're welcome. Have a great day!

Party A (Customer): You too. Goodbye.

Party B (Office Universe): Goodbye.