UNIT 1:BUSINESS CONVERSATIONS

B: Hello, A. How is your work?

A: Hi. My work is very good. How was your trip to Japan?
B: It was an exciting experience.
A: How is the Japan branch?
B: The office building is very modern and located on the 15th floor of a skyscraper in
central Tokyo. The conference rooms have glass walls, making them very open and
professional.
A: That sounds impressive! How about the working style of the Japanese staff? Is it
different from us?
B: Yes, quite different! The Japanese staff are very punctual; they often arrive early and
stay late to complete their tasks. They are also very formal and polite to everyone, and they
focus a lot on teamwork.
A: It must be great to work in such an environment. What did you do there?
B: During working hours, I went on a tour of the office and observed how each department
functions. I also had some free time to explore local attractions such as Tokyo Tower and
Shibuya Crossing.
A: It was certainly an eye-opening trip. During your absence, I attended meetings with key
clients and handled unexpected issues. But don’t worry, everything is under control now.
B: Thanks a lot. It’s great to know everything went smoothly here while I was away.
A: No problem! I’m glad I could help.
B: It was nice talking to you, but I should get back to work now. Goodbye!
A: Goodbye!
A (secretary): Good morning, I’m..., the secretary of the CEO. How can I help you?
B (Marketing manager): Hi, my name is...., i’m a marketing manager. I’d like to talk
to the CEO regarding a new marketing project we’re working on. Is he available?
А: Sorry, I’m afraid the CEO is not in the office. Would you like to leave a message?
B: yes, could you please tell him that the marketing manager’s name is To Quyen
want to discuss the upcoming marketing campaign and ask him to call me back when
he is available? I'm always available.
А: Of course! I'll let him know to call you back regarding your marketing campaign.
Is there anything else I can do for you?
B: Could you please send me the customer feedback summary related to the current
campaign?
A: OK, I'll send it to you asap.
B: thank you for your time. Have a good day!
A: If you need any assistance, don’t hesitate to reach out. Goodbye!
Student A: You are a secretary at MTB Company. You receive a call from the sales
manager.
Student B: You are the sales manager at MTB Company. You call the secretary to ask
for a sales report.

A' Good morning, This is MTB Company. I’m A. How can I help you?
B: Hi, this is B from the Sales department. I need last year's sales report for Athena
customer. Could you send it to me, please?
A: I'm sorry I couldn't quite catch that. Could you repeat that, please?
B: I need last year's sales report for Athena customer as soon as possible.
A: I got it. I'll send it to you by email immediately.
B: That sounds great!
A: Is there anything else I can do for you?
B: Please prepare everything for the 9 a.m. video conference tomorrow.
A: All preparations are completed
B: Perfect! Thanks again for your help. I should get back to work now.
A: You're welcome. Have a good day.
 UNIT 3: BUSINESS MEETINGS
Work in pairs. Make a conversation about the meeting agenda for the next business
meeting. Perform the conversation in front of the class.
 UNIT 4: MARKETING

A: Good morning. Do you know our company is going to advertise a new clothing
line for men?
B: Yes, I’ve heard that. We have $10000 for this campaign. What do you think about
the options?
A: I think we should use TV Commercial because it will reach a wide audience. It’s
also effective at capturing attention.
B: No, I don’t think so. It’s very expensive and might not be targeted to specific our
audience.
A:Yeahh. We can consider a magazine ad. If we placed it in a lifestyle magazine, it
would target a specific group that might be interested in our product. Plus, it’s
more cost-effective than TV commercial.
B: Yes, but it only reaches a smaller audience, and may not be as attractive as
other options.
A: That’s true. Do you have any idea?
B: What about a pop-up ad? It’s very cheap and can be highly targeted to online
shoppers, which can work well if we sell online.
A: I don’t know but I think pop-ups can be annoying and often ignored, so this might
not be the most effective choice.
B: It’s a difficult choice. Given our budget, maybe the magazine ad is the best choice.
It’s cost-effective and can target the right audience if we choose the right magazine.
A: I agree with you. So we choose a magazine ad to promote a new clothing line for
men. Let's report our idea to the manager.
B: Let’s get started.
A: Good morning. I think we should take some time to discuss the suitable strategy
for our company
B: Hello... I'm always available.
A: What do you think about Strategy 1? Is it suitable for our company?
B: I think it's not good. Lower price is our strength, so we should take advantage of it,
instead of increasing it.
A: I agree with you. As we saw in the Opportunities section, the Internet has great
potential, so we can use it to advertise. How about Strategy 2?
B: I think it is a good choice. Because customers know what they want to buy, so
selling customized computers is a smart idea to attract them.
A: That's right. And we can also take advantage of the Internet to advertise.
B: Yeah. So Strategy 2 is good. What is your opinion about strategy 3?
A: It’s a poor choice. Because I think the higher price can destroy our company's
strength
B: Exactly. And Creating new relationships with retailers is too costly and may not be
effective. Such a bad choice
A: So we agree to choose Strategy 2, right?
B:Certainly . So now, let’s report our idea to the manager.
A: OK. Let’s get started.
 UNIT 5: CUSTOMER SERVICE

A: Hello. How can I help you?

B: I want to buy some electric fans for my office.
A: What is the model number?
B: The model number is F460CQ. What is it made of?
A: The fans are made of metal.
B: That's great. I want to know how many colors the product comes in.
A: It’s available in blue and gold.
B: great. And what are the special features of this fan?
A: These fans have 5-speed settings and a 360-degree oscillation. You can also hook
up a USB cable to it and charge it from a computer, which is very convenient.
B: That sounds perfect. How much does it cost?
A: It costs $ 70
B: I'll also need to know the after-sales service. Could you tell me what kind of
guarantee is provided?.
A: of course. The fans come with a 2 years guarantee and we also offer a 10%
discount on the next purchase.
B: That sounds great. So I’ll buy 50 electric fans with model number F460CQ.
A: No problem. Your order is available. Can you tell me where I can send it to you?
B: You can send them to the main office in HN
A: When can you receive your order?
B: On Sunday afternoon, October 1st.
A: I’ve noted that. Thank you for your order! I'll process your order immediately.
B: Goodbye.
 On Mother's Day, you sent
your mother two Dior perfume
bottles that are worth $200 by Dovy
Express Mail company. After two
days, your mother received the
package but the items were all
broken) She emailed the agent of
Dovy Express Mail company but
didn't get the reply.
Student A: You are a postal
worker for Dovy Express Mail
Company and you have to deal
with a customer who complains
about your service.
Student B: You are the customer. You call Dovy Express Mail Company to
complain about the courier service.
A: Good morning. This Dovy Express Mail Company. How can I help you?
B: Hi, I want to complain about my order.
A: I'm sorry to hear that. Could you please provide me with more details about your
order?
B; Yes. On Mother’s Day, I sent my mother 2 Dior Perfume bottles that were worth
$200, but when she received the package, the items were all broken.
A, Thanks for your information. Can you bring the original receipt to our office
tomorrow? It will help us handle your complaint more efficiently.
B: Sure, I can do that.
A: When we receive the documents, I'll make sure to investigate this issue thoroughly.
B: Thank you. Anyway my mother sent an e-mail to your company, but she didn’t get
a reply.
A: Let me apologize for this inconvenience. Maybe she sent the email on Sunday or at
the end of our work day, so the message got lost. I'll check and remind the staff
promptly. Would that be acceptable?
B: That sounds good.
A: Thank you for your understanding, And again, I apologize for the trouble we
caused you. We’ll do our best to resolve it quickly. Is there anything else I can do for
you?
B: No, that’s all for now. Thanks for your help.
A: If you have any questions, feel free to contact us! Have a good day!
Make a conversation about customer service based on the following situation.
Student A: You are a customer service office. You have to deal with a customer who
complains about your company's service and product quality.
Student B: You are the customer. You bought a television from a store last week,
but you received the wrong model and you are not satisfied with the product quality.

A: Good afternoon, LG Company. How can I help you?

B: I’m really frustrated. I bought a TV from your store last week, but I received the
wrong model. On top of that, the quality of the product I received was not what I
expected.
А: I'm sorry to hear that. Could you please provide me with your order number so I
can look into the details and help resolve this issue for you?
B: Sure, the model number is F90CQ. I ordered the 50-inch Ultra HD model, but I
received a 40-inch Full HD model instead.
A: I apologize for this inconvenience. Let me check if the correct model is available
and arrange an exchange. Would you prefer an exchange or a refund?
B: I'd prefer an exchange, but only if you can ensure that the right model will be
delivered on time.
A: I understand your concern and I make sure the correct model will be delivered
asap. I’ll follow up on the order to avoid any further issues. Will that work for you?
B: That sounds good, but how long will the exchange take?
A, Within 3 - 5 business days, depending on your location. Is it possible for you?
B: yes, that works
A: Thank you for your understanding, and again, I apologize for the inconvenience. If
you have any questions, feel free to contact us. We’re here to help.
B: Thanks, I hope this gets sorted out soon.
A: You're welcome, and thank you for your patience. Have a good day!
 UNIT 6: NEGOTIATION

A: Good morning. Do you have any information about Jackson’s background?

B: Good morning. I found some information. It specializes in electronic products and
needs a new supplier.
A: I think we should become Jackson’s supplier. Because Jackson is currently the
market leader in Taiwan. What do you think?
B: That’s a great idea. I think we should give them a discount to attract more.
Normally, we provide 5% discount for new customers, but I recommend giving
Jackson 10% discount to stand out more.
A: Hmm...we can’t make a profit with a 10% discount. I think we should give them a
7% discount.
B: I got it. What about payment terms?
A: Let’s go with a 15-day payment term. That way we’ll have cash to pay our
suppliers earlier.
B: Jackson may not accept. If they do, we should offer free delivery to their
warehouse as an extra incentive.
A: That’s a smart idea. Could you prepare an agenda and arrange a meeting with
Jackson?
B: Of course. I’ll do it immediately. Do you need anything else?
A: No. Thanks for handling that. I appreciate it. Goodbye.
A: Good morning. I’m a Nacatomi’s representative. Thank you for meeting me today. I look
forward to discussing your order.
B: Hello! I’m a Jackson’s representative. We’re committed to reaching a win-win deal.
A: Great! Based on our pricing, we’re offering $42 per unit.
B: I’m afraid I can’t agree with you. The price is too high. Is there any flexibility here? How
do you feel about $35 per unit?
A: I see. But we can’t make a profit if we offer $35 per unit. However, I can consider $38 if
that works for you.
B: That sounds more reasonable. So we can agree on $38/unit. Can you tell me the discount
for order 13000 units?
A: Sure! For orders between 5,000 to 15,000 units, we offer a 3% discount.
B: We hope this is a long term relationship so is it possible to increase it slightly?
A: For larger orders above 15000 units, we can go up to a 5% discount.
B: OK. So we will buy 15000 units to take advantage of the 5% discount.
A: Excellent. Now, regarding delivery, our standard delivery time is around 4 months.
B: Four months is too long for us. Can you deliver within 2 months? We’d like the shipment
in November.
A: it’s impossible because of our production schedule. However, I can schedule 3 months so
that the order will be ready by December. Does that work for you?
B: December is possible.
A: wonderful! So to confirm: $38 per unit, 5% discount for an order of 15000 units, and a
lead time of 3 months. Is that true?
B: Yes. Thanks for an effective discussion! We look forward to working together.
A: Likewise. Thank you for your time! Goodbye!
Make a conversation to negotiate a new contract with your partner based on the
situation below.
Student A: You are a purchasing officer of a company. Your company wants to
buy some office furniture for its departments while establishing a good
relationship with your partner. Negotiate with your partner about the price,
discount, delivery term, and payment term.
Student B: You are a sales representative of a company. Your partner wants to
purchase some office furniture for its departments from your company. Offer
your partner reasonable prices and terms in order to do more business with
them in the future.
B: Good morning, ABC Company. How can I help you?
A: Good morning, I’m Quyen from TF company. I want to buy some office furniture
for our company.
B: We are always ready to support your interest. What office furniture does your
company need? Can you provide quantity and specific items you’re interested in?
A: Certainly. We’re looking at about 50 desks, 50 chairs, and 10 storage cabinets.
B: Let me see. No problem, all of your orders are available. For an order of this size,
we can offer a 10% discount on the total price. What do you think?
A: A 10% discount is a good starting point. But we hope this will be a long term
relationship, is it possible to increase it slightly, maybe to 15%?
B: I'll see what I can do. If we can't reach 15%, I can offer a 12% discount and add in
free delivery. How do you feel?
A: Free delivery is a great benefit. Can we discuss the delivery time? We need
furniture within the next three weeks.
B: OK. We will deliver within 3 weeks. To be sure, we require a 30% deposit after
order confirmation, and 70% must be paid within 30 days after delivery. Is it suitable
for you?
A: Yes, we can pay 30% in advance.
B: Alright. So to confirm: 12% discount, free shipping within three weeks, and a
payment structure of 30% deposit and 70% within 30 days after delivery. Is that true?
A: Correct. Thanks for your flexibility. I believe this sets a great foundation for future
collaborations.
B: Thanks for choosing us! If you need any assistance, feel free to contact us! GB!