Day 4

DAY 4: PROPOSE A SOLUTION
SAMPLE SITUATION:Hello Wedding Cakes R Us, I am Ginger Ryder a wedding planner for Joy and Renaldo, and I have come across a small emergency. The wedding for the couple will be held today in the afternoon, but the baker had a major mishap with the wedding cake, accidentally destroying the whole creation as it was being loaded into the vehicle for transport. The cake was too damaged when it fell to be salvaged and there is no back up cake. So now, the couple does not have a cake for their wedding. Your cake designs were admired by the couple and I was wondering whether you have an extra three tiered wedding cake available for a party of 200, or whether you are able to put together one for this afternoon. It is extremely short notice for which I apologize, but I need your help.
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: Hello Ms. Ryder, I am Jane Goodwill, owner and pastry chef of Wedding Cakes R Us.
Step 2 Summarize the problem: I am calling about your wedding cake emergency.
Step 3 Apologize/Sympathize.Explain your situation: I am terribly sorry to hear that your baker dropped the wedding cake. Unfortunately, we don’t have an extra three-tiered cake available, and we certainly don’t have the time to make one for this afternoon.
Step 4 Propose a solution: If the couple does not mind, however, I can create a couple hundred cupcakes and place them on tiered cake stands to create the look of a wedding cake by this afternoon. Please let me know if the couple agrees to this and I’ll start preparing the cupcakes as soon as possible.
Step 5 Give compensation: I have made you my priority customer today so you can reach me at my number 575-2244.
Step 6 End the message: Again I am sorry about your situation and hope we can come to a mutual resolution.
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.