more negotiating

more negotiating

Narrator

Welcome back to Tip Top Trading where things aren't going too well. Anna negotiated a deal with a client in France but now they claim they've been ripped off! This has got to get sorted - quickly.

Anna

Oh Denise, what exactly did they say?

Denise

Something about them agreeing a price for 5,000 lemons and then being offered a better price by another company.

Anna

That'll be Tutti Fruity - they want our business.

Denise

Sounds like they're going to get it, unless you sort it out. Maybe you should work out some new figures.

Anna

Figures? Is there something wrong with my figure - am I too fat?

Denise

No Anna! Your numbers - work out a new price, see if you can squeeze the price of lemons - maybe you can price Tutti Fruity out of the market.

Anna

Hmm, somebody else has said that.

Narrator

Yes it was me Anna! Do your calculations, see if you can offer a better deal and price Tutti Fruity out of the market.

Anna

OK. I could sell them cheaper but there would be less profit.

Narrator

Well, less profit is better than no profit. And who knows, if this goes well, it might lead to more contracts. But it's down to you now to make that call.

Anna

But what am I going to say?

Narrator

Be friendly and say… I'm sorry to hear you're not happy with our price. Tell them Tip Top Trading prides itself on quality products and good value for money. And flatter them and say they are a valued customer and their business is very important to us.

Anna

And what shall I say about the price?

Narrator

Tell them you can match the price of our competitors.

Anna

Match the price. Right. Thanks. OK, I had better call them.

Trader

Bonjour. Fruit Traders International.

Anna

Oh, erm, hello, is that Monsieur Brown?

Trader

Oui. Yes.

Anna

This is Anna… from Tip Top Trading. I was sorry to receive your message.

Trader

Yes, well. I thought we were doing good business and then another company called me and offered me a much better deal.

Anna

Yes, I understand. I'm sorry to hear you're not happy with our price… but hopefully we can sort something out?

Trader

Oh yes?

Anna

You are a valued customer and your business is very important to us… and we would love to see our Imperial Lemons on display in the restaurants and shops of France.

Narrator

That's a nice touch Anna, well done!

Trader

So?

Anna

So, I've done some calculations and we can offer you a better price.

Trader

But Tutti Fruity can offer us a good price.

Anna

I'm sure they can but… we… we…

Narrator

Yes Anna?

Anna

…at Tip Top Trading we pride ourselves on quality products and good value and I think we can match Tutti Fruity's price… in fact I know we can beat it.

Trader

I see. That's good to hear but…

Anna

We'll give you an extra 10% discount - but obviously we would like you to make a bigger order.

Trader

Oh, a bigger order. I will have to have a think about this.

Anna

Yes, of course, but please let me know as soon as you can before someone else snaps up this offer. Merci. Au revoir.

Trader

Ah, merci, au revoir.

Narrator

Excellent work Anna! I can see why she's got the job now. But will her sales tactics pay off? Let's remind ourselves of some of the great lines that Anna used in trying to resolve a tricky sales deal…

I'm sorry to hear you're not happy with our price.

Tip Top Trading prides itself on quality products and good value for money. You are a valued customer and your business is very important to us.

We can match the price of our competitors.

Denise

Well done Anna. It looks like you may have saved that deal.

Paul

Saved the deal? Is there a problem?

Anna

Well, Tutti Fruity has tried to undercut our price but I think I may have saved the deal we had with International Fruit Traders in France.

Denise

Yes, Anna offered a lower price for a bigger order and they're having a think about it.

Paul

Crumbs. If the deal's not complete I think you need to get out to France and seal the deal. I want you and Tom to fly out there as soon as possible and do some schmoozing.

Denise

Oh! You and Tom hey?

Narrator

That's enough Denise! This should be fun. Find out what happens next time on English at Work. Bye.

Listening Challenge - Answer

What discount does Anna offer the client in France?

10%

Introduction

Things aren't going too well.

Anna negotiated a deal with a client in France but now they claim they've been ripped off!

This has got to get sorted - quickly.

Can she renegotiate with them and save the deal?

Phrases from the programme:

I'm sorry to hear you're not happy with our price.

Tip Top Trading prides itself on quality products and good value for money.

You are a valued customer and your business is very important to us.

We can match the price of our competitors.

Listening Challenge

What discount does Anna offer the client in France?

[The answer is at the end of the transcript]