Day 4

DAY 4: PROPOSE A SOLUTION
SAMPLE SITUATION:
Yeah. This is Jim from the sales department. I am supposed to meet a client in about 30 minutes and I think he will want to buy $10,000 worth of our product. Unfortunately, he can’t if we don’t have it. We’ve let this client down before so I fear if we don’t get him what he needs, we might loose him as a client. So, I want to double check if we have that much product in the warehouse? If not, do you think you can get that much product delivered to the Johnstown warehouse in the next 30 minutes? It’s not that far from headquarters, is it? This is a big deal for me so please let me know as soon as possible. Call me immediately at extension thirty-nine.
1. The teacher will give a sample of an opening spiel then the student will create their own opening spiel and practice reciting the spiel. The opening spiel should consist of the following: Acknowledging the callers name, Introduce yourself, position and company.
2. The teacher will give a sample on how to acknowledge the message of the caller. The student will create their own sentences and they can use the following samples.
e.g I am returning your earlier call. I understand that…”I’ve gotten your message..I hear that..
3. Ask the student to create sentences to identify or summarize the problem or request. The student can use the following phrases.
e.g SAMPLE (PROBLEM):SAMPLE REQUEST: Unfortunately, So you would like to I’m afraid, The problem is,4. Ask the student to create sentences and practice different approach in apologizing or sympathizing. The student can use the following sample phrases to create their sentences.
SAMPLES:I’m/ We’re sorry about…I’m/ We’re very sorry for…I’m/ We’re sorry that…I/ We’d like to apologize for (the mistake with…)Please accept my/our apologies for this…We sincerely hope you will accept our apologies for this situation
5. The teacher can give an example using one of the samples given. Ask the student to create sentences in explaining the situation. The student should think of possible situations that are currently taking place or that has happened. Give the following samples to the student so that they can create their sentences.
SAMPLES:After checking the situation, I’ve found out thatAfter getting your message, I’ve talked toAfter checking you account, I’ve talked to
6. The teacher can give an example of a possible solution and then the student will create their own possible solution by creating sentences using the samples given.
SAMPLES :I suggest that..Why don’t youI think you should..
7. The teacher can give an example of a possible offer or gift to compensate for the trouble experienced by the client or an additional solution. The student will think of their own offer or additional solution by creating sentences and they can use the samples given to start their sentences. ( Giving compensation or adding another solution will depend on the situation)
SAMPLES:To compensate you..If that’s not possible..In exchange for the trouble..8. The teacher will give a sample on how to end the message. The student will then create their own closing spiel and they can use the samples given to start their sentences.
SAMPLES:I will call you (tomorrow) to confirm this.If this sounds OK, please stop by or give us a call.Please call me and let me know..If you wish to talk more about this matter..
9. The student will choose one sentence from each task to create their answer. After they would need to recite the whole paragraph.
Test Takers Step Guide and Model Answer:
Model Answer:
Step 1 Acknowledge the call/message: Hi Jim. This is John at the headquarters.
Step 2 Summarize the problem: I am responding to your call regarding the availability of our products.
Step 3 Apologize/Sympathize.Explain your situation: I understand that this deal is very important and upon hearing your call I immediately called Trevor of the delivering department.Step 4 Propose a solution: He is currently driving a semi full of product to the warehouse as we speak and he should be there in 20 minutes.
Step 5 Give compensation:We have double checked the products before releasing them for delivery so there is no need to worry.
Step 6 End the message: If you have any other inquiries or clarifications, you may reach me at extension forty-five. I do hope that you close this deal.
TEST TECHNIQUES:
Listen for the key information. You will only hear the message once, so you must pick out the key information you need to make a complete response, including the person’s name, the problem, and any special conditions that need to be dealt with (time, deadlines, or other issues)
You will hear clues in the telephone message as to the role you are supposed to play in your response e.g. bookstore employee, bank manager, or hotel employee.
Use your imagination to think of an explanation about why the problem happened.
Think of a possible solution to the problem.
Give feasible compensation if necessary.
End the message on a light or positive note.