ENGLISH SPEAKING

SITUATION 1: A call B to check the ordered supply

A: Good morning, this is A, Im calling to check the order that I had asked you last week.
B: oh, good morning A. I have done what you asked me, I ordered MCL 88 Cable from Uniplex
in Spain. And we are expecting for the delivery.
A: excuse me, could you spell the name of the supplier?
B: it is U-N-I-P-L-E-X, company in Spain, just like youve asked.
A: something seems to be wrong here, the supplier that I asked you to make the order is Uniflex
Spa, company in Italy. It is U-N-I-F-L-E-X.
B: ooh, so I must have made the wrong order. I apologize for this mistake. What could I do to
rectify this?
A: calm down, dont worry too much and follow my instruction.
Firstly, you need to call the Uniplex in Spain to cancel the order as soon as possible and
remember to explain the reasons for them. If it is necessary, pay them a compensation.
Secondly, make a call for Uniflex in Italy to make the order immediately. Be careful, it is
U-N-I-F-L-E-X.
Finally, do remember to call me back when youve done.
B: yes sir/madam, Ive got it, Ill do it now. Thank you for your advice!!!
A: ok, try your best. Bye.
SITUATION 2: direct dialogue between A and B.
B: good morning, what could I do for you?
A: hello, I come today because the vacuum cleaner I bought here a week ago has stopped
working. And the machine has a 2 years warranty so I want you to give me a refund or a
replacement.
B: I am very sorry to hear that. May I check your vacuum cleaner?
A: of course, here you are.
B: please wait a minute ..
After checking, weve found out the error is an unexpected one, it rarely happens. Our
shop has never faced this situation before and our manager is not here now therefore all that I can
do for you is free reparation or replacement.
A: but how can I be sure that the machine will work well after reparation? I dont want to take it
back here again, I dont have time for it.
B: actually, you wont have to worry about that because we are very famous for the after-sale
services.
A: how long will it take for you to repair? Cause I will need the machine tomorrow.
B: if it is urgent, we will give a priority for your machine and we will deliver it to your address
tomorrow morning. Is that ok with you?
A: I think that is fine, as long as the machine work efficiently.
B: May I have your address?
A: yes, it is 123 Tu Xuong street, district 1.
B: yes sir/madam, we will deliver it in the morning. Its our pleasure to serve you. Goodbye.
A: thank you, goodbye.
SITUATION 3: A call B to complain about repairmans attitude
A: is this the Customer-Care Department of the Electrolux corporation?
B: yes sir/madam, what could I do for you?
A: yes, I have a problem in communication with one of your repairmen.
B: could you tell the situation you met?
A: 3 days ago, I had my electric cooker which I bought from your shop repaired for free as
offered. However, the repairman seemed to be unwilling to fix it, moreover, he was completely
rude to me when I tried to ask him anything. I was really disappointed.
B: Im sorry to hear the situation that youve got. For more details, could you give me the name
of the repairman and the branch where he works?
A: sure, his name is John and the branch is 18 Cong Hoa street, Tan Binh district.
B: ok, I wrote the information down. May I ask if your machine was fixed?
A: no, it hasnt been repaired yet. How will you deal with the problem I told you?
B: dont worry about that. Ill sure solve the problem.
First, I will take the problem to the next morning meeting for discussion and I will
propose some solutions. Specifically, we will get another man to repair your machine
immediately and then penalize the repairman for breaking our customer care rules.
A: uhmm, that sounds ok to me, as long as you fix my machine and change your repairmans
attitude. But make it quickly, I need my machine urgently. I highly appreciate your services.
B: thank you for your consideration. Is there anything else we could do for you?
A: no, thanks. That is enough. Goodbye.
B: thanks, have a good day!
SITUATION 4: A and B have an appointment to book hotel rooms.
B: good morning, this is Caravel hotel. What could I do for you?
A: good morning, I come from P&G company, Ive been here today to book some rooms for a
workshop that we are holding next week.
B: of course, could I have time and date of the workshop?
A: well, its Saturday, 24 July, at 8 am.
B: how many rooms are there do you need?
A: we have 50 customers attend the workshop, 10 men and 40 women, Im not sure about the
room number, do you have any suggestion?
B: if you want to save the expense Id like to recommend that you take the double rooms,
exactly, 12 double rooms and 1 single room. How long will you stay?
A: oh, 3 days and 2 nights.
B: ok, then we agree on 12 double rooms, 1 single room, from 24 July to 26 July.
Would you like us to serve coffee beforehand?
A: yes, yes-and drinks and snacks at the end. And can we have buffet lunch?
B: of course, we will serve buffet lunch every day for you at 11am. Is that ok with you?
A: yes, that is fine.
B: ok, we will charge for the rooms, coffee, snacks and buffet lunch at the standard rate less
15%.
A: that sounds great.
B: what type of equipment, furniture would you like?
A: well, let have 10 tables for our display. Are there any overhead projector and sound system in
the conference hall?
B: yes, there are. The technician will be with you when you are setting up.
A: could you suggest some means of transport for me?
B: at the hotel, we have some cars for rent, if you want to use them, the cost will be cover in the
price package. We will pick the customer up from the airport to the hotel.
A: thats fine. Lets talk about the price in total.
B: the package price is 5000 US dollars. Do you agree?
A: yes I do. Could you give me an receipt in advance?
B: yes of course. Then we close the deal here, thank you for your reservation.
A: youre welcome.
SITUATION 5: dialogue between A and B about new product.
5/ A: You are the manager of Production at a beverage company. Your company is going
to launch a new product to the market.
B: You are the sales manager of the company. A & B discuss the price, label, packaging
and production costs of the new product

B: good morning.
A: good morning B. We are having a meeting about the new product that our department
produced and we need to make a plan to launch it.
B: yes, Ive received the memo about this subject. Lets get it started.
A: ok. I think you should present your plan to me first and then we will decide what need
adjusting.
B: yes. Our departement came up to a plan.
First step is designing a new label and a new shape of bottle to attract our potential
customers. This also a way to renew our brand to reach to more customers.
A: that is interesting, I will have the designers start creating a new label and a new shape of
bottle.
B: it is advisable that the step was finished in a early time so that we can compete with other
brands.
The next step is widely advertise new product in order to draw the publics attention and
then to create the need for the product. We choose television to be our main media for
advertising because our survey showed that this media has a possitive effect on customers
concious.
A: I totally agree with you but I think we should choose 2 main media, television and newspaper.
As far as I know, nowaday, people dont watch TV as often as they used to do.
B: yes, you are right, another media would make the result better. I will plan a
SITUATION 6: Making an agenda for the meeting.
A & B are working for an international company, which is going to organise a meeting of
managers from many countries in the world. Discuss the agenda for the meeting in terms
of expenses, air fare, itinerary, accommodation and refreshments during their stay.
A: Hi B. How are you today ?
B: Hi A. Not too bad. You know, Im very tired due to the meetings agenda next week.
A: Me too. Im planning to list something before the meeting and I think we need to
finish it as soon as possible.
B: Yes, of course. Do you know exactly the number of managers will attend the
meeting?
A: Ive just received 50 replied letters that agreed to join the meeting. Ive already
booked 50 air tickets for them. The agency will send them soon. How long will the
meeting last ?
B:oh, 3 days and 2 nights, from 20
th
June to 22
nd
June. We bear all cost of expenses so we
have to plan carefully and detailedly.
A: I suggest that. On the 1
st
day, we pick them up from the airport to the hotel to take a
rest after the long-flight.
B: Yes, right. They will attend the meeting all the 2
nd
day. On the 3
rd
day, well take them
to visit our site and some famous places in HCMC.
A: Oh, Ive contacted to the Caravel Hotel to reserve 10 double rooms for 40 male
managers and 5 single rooms for 10 female ones. It costs 10000 USD includes meals and
refreshments during the stay.