Business English

Material
Level 2 – Rank C
Level 2 – Rank C – Lesson 1: Giving directions to your office
Tip Tip
See When giving directions, use By saying how long it’ll take first,
common landmarks. it’ll make it easier for the other
person to follow your directions.

Example 1
Luke: So, how do I get to your office from
Seoul Station?
Sung Hee: Go out the central exit and walk
straight ahead for two blocks. Turn
left at the corner and walk to the
major intersection. Turn right and
walk for a block and you’ll see it on
the right.
Luke: Sorry, I completely missed that.
Sung Hee: OK, let me say it again. Go out…
Example 2
Luke: So, how do I get to your office from
Seoul Station?
Sung Hee: Do you know where Shinsegae Department
Store is?
Luke: No, I don’t.
Sung Hee: That’s OK. It’s only about a 5 minute walk.
First, go out the central exit, and you’ll see
AKI Electronics Store. Turn left at the store
and walk to the major intersection. Turn
right, and you’ll see Shinsegae Department
store. We’re in the next building on the 5th
floor.
Luke: OK, that’s easy enough. Out the central exit
and turn left at AKI Electronics Store. Then,
turn right at the major intersection, and
you’re on the 5th floor, next to the
department store. Is that correct?
Sung Hee: Yes, you got it.
Level 2 – Rank C – Lesson 1: Giving directions to your office

Try Practice giving directions to the following places.

1. From your home to the nearest train station.

2. From your office to the nearest convenience store.
3. From your office to the nearest bank.

Act Give your business partner directions from a train station to

your office.
Level 2 – Rank C – Lesson 2: Greeting your guest
Tip
See When guests visit your office, they
are usually nervous. Your role is to help
them feel comfortable.
Tip
Make some small talk with your
guest first, and then politely take
him/her to the meeting room.

Example 1 Example 2

Min Jae: Hi, you must be Luke. I’m Lee Min Jae. It’s nice to finally
Min Jae: Are you Luke? meet you.
Luke: Yes, I am. I’m here to meet with Mr. Park Luke: Yes, it’s nice to meet you, too.
and Mr. Lee. Min Jae: Sung Hee has told me a lot of nice things about you.
Luke: Really? Thank you for saying so. Where is Sung Hee
Min Jae: I’m Lee Min Jae. Park Sung Hee will come anyway?
soon. Wait here please. Min Jae: He’s on his way. Could you please wait for just a minute?
(A few moments later.)
(A few moments later)
Sung Hee: Hello Luke. It’s nice to see you again. Sung Hee: Hi Luke. I’m sorry to keep you waiting. It’s great to see
Luke: Hi, Sung Hee. It’s great to see you, too. you again.
Thanks for your directions. Luke: Yes, it’s nice to see you, too. You look great.
Sung Hee: No problem. This way please. Sung Hee: Thanks. You do, too. I see you’ve already met Min Jae.
Luke: Yes, I have.
Sung Hee: Thanks for coming all the way here. Was our office easy
to find?
Luke: Yes, it was. Thanks for the directions.
Sung Hee: Shall we go to our meeting room?
Level 2 – Rank C – Lesson 2: Greeting your guest

Try Practice making small talk with these topics.

1. Compliment: watch, suit, bag, etc.

2. Common topic: weather, hobbies, news, etc.
3. Business topic: business situation, colleagues, etc.

Act Greet a business partner you’ve never met before at the lobby of
your company.
Then, greet a business partner you haven’t seen for a long time at
the lobby.
Level 2 – Rank C – Lesson 3: Giving a tour at the office
Tip Tip
See When taking a guest from the
lobby to your office, make small talk
Build a personal connection by
introducing some departments and
about the building’s facilities. key people in your company.

Example 1 Example 2
Sung Hee: OK, shall we go to our meeting room?
Sung Hee: This way please Luke: Great. This is a really nice building.
Sung Hee: Thank you. We moved into this building
Luke: This is a really nice building. about 5 years ago. It’s in a much better
Sung Hee: Thank you. Our offices are on location than our last office, so it’s very
the 27th floor. convenient. Our offices are on the 27th
floor.
Luke: It must have a nice view. Luke: It must have a nice view.
Sung Hee: Yes, it does. Sung Hee: Yes, we can see Seoul Sky Tree. And on a
very clear day, we can see Bukhan
Mountain.
Luke: That’s fantastic.
Sung Hee: This is our marketing department. Mr. Won
Dae Eun is the director of marketing. Let
me introduce you to him later.
Luke: Yes, I’d love to meet him.
Sung Hee: And over here we have the sales
department. There’s my boss, Mr. Park Ji
Hoon. Let me introduce you.
Level 2 – Rank C – Lesson 3: Giving a tour at the office

Try Before giving an office tour to your business partner, answer

these questions.

1. How new is your office building?

2. Describe the lobby of your company building.
3. What departments in your company do you often work with?
4. Who are some key people in your company?

Act Give a short tour of your office to a business partner.

Level 2 – Rank C – Lesson 4: Making your guest feel comfortable
Tip Tip
See To help your guest feel comfortable,
tell the guest where to sit by gesturing with
It’s polite to ask your guest twice if he/she
would like something to drink. Most people say
your hand. no the first time.

Example 1 Example 2

Sung Hee: We’ll use this room today. Please sit Sung Hee: We’ll use this room today. Please
down. have a seat here.
Luke: Anywhere? Luke: Thank you.
Sung Hee: Sure, any seat is OK. Would you like Sung Hee: Could I get you something to drink?
something to drink? Luke: No, I’m OK, thanks.
Luke: No, I’m OK, thanks. Sung Hee: Are you sure? We have water, coffee,
Sung Hee: Give me your jacket. or tea.
Luke: Here you are. Thank you. Luke: OK, water would be great. Thank you
so much.
Sung Hee: It’s a little warm in here. Let me
take your jacket.
Luke: Here you go. Thank you.
Sung Hee: OK, I’ll be back in just a minute.
Please make yourself comfortable.
Level 2 – Rank C – Lesson 4: Making your guest feel comfortable

Try Before making your business partner feel comfortable,

answer these questions.

1. What do you say to offer a seat?

2. What do you say to offer something to drink?
3. What do you say to take your guest’s jacket?
4. What else can you say to make the guest feel comfortable?

Act Make your business partner feel comfortable by offering a seat,

offering a drink, and offering to take his/her jacket.
Level 2 – Rank C – Lesson 5: Going over the agenda
Tip
See At the start of the meeting, go over
the topics you would like to talk about
and hoe much time you have.
Tip
After going over the agenda, it’s polite
to ask the guest if the agenda is OK.

Example 1 Example 2

Sung Hee: OK, so please tell me about your products. Sung Hee:
Luke: Oh, OK. We have over 30 different
models. Is there a particular one you are
interested in?
Sung Hee: Ah, sorry. I don’t know any of the models.
Luke: OK, ah…, how much time do we have?
Sung Hee: I only booked this room for 30 minutes.
Luke: Oh, OK. I’ll talk fast.
First of all, thank you for coming to our
office today. We only have this room for 30
minutes, so could I start by going over our
specific requests? And then you can
recommend a model, and then we can
discuss pricing. Is that OK?
Luke: Yes, that sounds good.
Sung Hee: Is there anything you’d like to add?
Luke: Ah, no. I think you covered everything.
Sung Hee: Great
Level 2 – Rank C – Lesson 5: Going over the agenda

Try Before going over the agenda with your business partner,
practice going over the agenda with these topics.
1. Explain background information, come up with ideas, make a decision.
2. Bring up issues, discuss challenges, set action plans.
3. Talk about last month’s sales, talk about this month’s forecasts, create
a new sales strategy.

Act Go over a typical agenda in your meeting with your business partner.
Level 2 – Rank C – Lesson 6: Pressing for details
Tip Tip
See if you don’t completely understand Every piece of information you get
what the other person is saying, from someone should generate more
interrupt and press for details. question.

Example 1 Example 2

Sung Hee: So, can you tell me more about this Sung Hee: So, can you tell me more about this
model? model?
Luke: Yes, the best thing about it is its speed. At Luke: Yes, the best thing about it is its speed.
50 ppm, it’s much faster than other Sung Hee: How fast is it?
models. Luke: It’s 50 ppm. So, the speed can really…
Sung Hee: Yes. Sung Hee: Sorry, what do you mean by ppm?
Luke: It also has a large capacity tray and 2 bin Luke: Oh, that stands for pager per minute.
multi-position stapling finisher. Sung Hee: I see. And how does that compare to other
Sung Hee: Yes. models?
Luke: As with other models, it has network Luke: Well, most models are 40 ppm or less.
printing and scanning. So, what do you Anything above 40 ppm is very fast.
think? Sung Hee: OK, what other features does it have?
Sung Hee: I’m sorry, but I can’t understand very Luke: It has a large capacity…
well.
Level 2 – Rank C – Lesson 6: Pressing for details

Try Practice pressing for details to understand what Skype is.

1. Skype is a free communication tool.

2. Skype allows you to text, speak, and see others anywhere
in the world.
3. Skype has a secure system and is used by many people
around the world.

Act Press your business partner for details as he/she explains a few
pointers about communication effectively.
Level 2 – Rank C – Lesson 7: Checking your understanding
Tip Tip
See When checking your understanding,
don’t just repeat exactly what the other
When you rephrase something, try to
use examples relevant to your situation.
person says. Rephrase it to check the
meaning.

Example 1 Example 2

Luke: So, this model should meet all your needs. Luke: So, this model should meet all your needs.
Sung Hee: So, this model should meet all our needs? Sung Hee: So, this model is fast enough for 30 people
Luke: Yes, that’s right. and it’s easy enough to use for people with
Sung Hee: What about maintenance? no people with no technical knowledge.
Luke: All maintenance is included in the lease. Luke: Yes, that’s right.
Sung Hee: So, all maintenance is included in the Sung Hee: What about maintenance?
lease? Luke: All maintenance is included in the lease.
Luke: Yes, that’s right. Sung Hee: So, if the machine breaks down, you will fix
it for free?
Luke: Yes, there will be no extra charge unless
it’s damaged by improper use.
Level 2 – Rank C – Lesson 7: Checking your understanding

Before confirming information with your business partner,

Try practice confirming the following information about Skype.
1. Skype is a free communication tool.
2. Skype allows you to text, speak to, and see others anywhere in
the world.
3. Skype has a secure system and is used by many people around
the world.

Act Confirm information with your business partner as he/she explains

a few pointers about communicating effectively.
Level 2 – Rank C – Lesson 8: Negotiating terms
Tip
See When asking for a discount, you need
to have reasoning and logic.
Example 1
Sung Hee: OK, so how much is it?
Luke: The monthly lease including maintenance
is 15,000 yen. And the copy charge is 5
yen per copy.
Sung Hee: That’s too expensive. Please give us a
discount.
Luke: Well, that is a discounted price. The
toner cost is included.
Sung Hee: We need another 10% off.
Luke: I don’t think that’s possible.
Tip
Negotiating over price will always lead
to a win-lose negotiation. Consider other
factors than just price to reach a win-win
agreement.
Example 2
Sung Hee: OK, so how much is it?
Luke: The monthly lease including maintenance
is 15,000 yen. And the copy charge is 5
yen per copy.
Sung Hee: I see. We plan to make around 2000 copies
each month. This would exceed our
monthly budget of 20,000 yen. Would a
long-term contract reduce the monthly
costs?
Luke: Well, if you can agree to a 2-year contract,
I might be able to reduce it a little. But I
need to get approval.
Sung Hee: OK, I think that’s possible.
Level 2 – Rank C – Lesson 8: Negotiating terms

Before negotiating terms of a lease with your business partner,

Try answer the following questions.

1. In what situations do you have to negotiate with a business

partner?
2. What factors do you consider when justifying terms (cost,
quality, covered period)?
3. How do you aim for a win-win negotiation?

Act Negotiate the terms of something (i.e. popular product or service)

that you’d like. You can use imaginary information.
Level 2 – Rank C – Lesson 9: Following up by e-mail
Tip Tip
See A follow-up e-mail is your chance to
show professionalism and to build trust
A business e-mail should include an
opening, body, and closing.
with your business partner.

Example 1 Example 2

Subject: Confirmation of our meeting Subject: Thank you for visiting MMB Corp – June

Dear Luke, Dear Luke,

This you for visiting us at MMB Corp today.

This is to confirm our meeting today at MMB Corp.
We really appreciate your time and flexibility to offer the
We are waiting for you revised proposal best solution that meets our copying needs. We look
forward to receiving your revised solution.
Thank you. Please let me know if there’s any other information you
need from us.
Park Sung Hee
Best regards,
Sung Hee
Level 2 – Rank C – Lesson 9: Following up by e-mail

Before writing an e-mail to your business partner, answer these

Try questions.

1. Who have you had an external meeting with recently?

2. What did you talk about in the meeting?
3. Did you come up with any action steps in the meeting?

Act Write an e-mail to your business partner to thank them for visiting
your office. Remember to thank your guest in the opening, state
the next steps in the body, and have a professional comment in the
closing.
Level 2 – Rank C – Lesson 10: Review
 Lesson 1: Giving directions to your office
Give your business partner directions from the
train station to your office.
 Lesson 2: Greeting your guest
Greet a business partner you haven’t seen for a
long time at the lobby of your company.
 Lesson 3: Giving a tour of the office
Give a short tour of your office to a business
partner.
 Lesson 4: Making your guest feel comfortable
Make your business partner feel comfortable by
offering a seat, offering a drink, and offering to
take his/her jacket.
 Lesson 5: Going over the agenda
Go over an agenda in your meeting with your
business partner. AGENDA: 1. Explain background
information 2. Come up with ideas 3. Make a
decision
 Lesson 6: Pressing for details
Press your business partner for details as he/she
explains how Skype can be used as a communication
tool.
 Lesson 7: Checking your understanding
Confirm information with your business partner as
he/she explains how Skype can be uses as a
communication tool.
 Lesson 8: Negotiating terms
Negotiate the terms of leasing a copier with your
business partner.
 Lesson 9: Following up by e-mail
Write an e-mail to your business partner to thank
them for visiting your office.
Level 2 – Rank C – Lesson 11: Setting up an appointment
Tip
See Create and specify a need for
meeting before offering to visit someone.
This rule applies to anyone you make an
appointment with.
Example 1
(The phone suddenly rings at Sung Hee’s office.)
Sung Hee: MMB Corp., Park Sung Hee speaking. May I help
you?
James: Hello, this is James Smith with ICC Auto
Systems. Ms. Wei Chan recommended I contact
you about specialized electrical wires.
Sung Hee: Yes, we make wires.
James: OK, can you send me a catalog and a pricelist?
Sung Hee: I can visit your office.
James: It’s not necessary.
Tip
When making an appointment, instead of
saying “I can visit your office,” say, “I’d be
happy to visit your office.”
Example 2
(The phone suddenly rings at Sung Hee’s office.)
Sung Hee: MMB Corp., Park Sung Hee speaking. May I help
you?
James: Hello, this is James Smith with ICC Auto
Systems. Ms. Wei Chan recommended I contact
you about specialized electrical wires.
Sung Hee: Yes, Ms. Chan mentioned that you may be calling.
How can I help you?
James: Can you send me a catalog and a pricelist?
Sung Hee: Yes, of course. We have a wide range of products.
Do you know the specifications you need?
James: Yes, we’re looking for customized wires, which
are environmentally friendly.
Sung Hee: I see. Our catalog only has our standard products;
however, I’d be happy to visit your office to
explain the specs and pricing of our customizable
wires.
James: Oh OK, can you come to our office tomorrow?
Level 2 – Rank C – Lesson 11: Setting up an appointment

Before answering a phone call from your business partner, answer

Try these questions.

1. In what situations do you usually set up an appointment over the

phone?
2. What do you say to ask for the other person’s availability?
3. What do you say to suggest visiting your customer’s office?

Act Answer a phone call from a business partner and set up an

appointment.
Level 2 – Rank C – Lesson 12: Listening Actively
Tip Tip
See Active listening is two-way Be an active listener by using
communication. Show the other person proper gestures, asking questions, and
that you understand. confirming information.

Example 1 Example 2
(Sung Hee is meeting with Mr. Smith at ICC Auto Systems (Sung Hee is meeting with Mr. Smith at ICC Auto Systems
Sung Hee: So, how can we help you? Sung Hee: Ms. Chan says you are looking for specialized
James: We’re launching a new eco-friendly car. So, we wires?
are looking for environmentally friendly wires. James: Yes, we’re launching a new eco-friendly car. So,
Sung Hee: Yes. we are looking for environmentally friendly wires.
James: Our new model is very small, so the parts will Sung Hee: I see. Do you mean halogen-free wires?
need to be customized. However, we need to James: Yes, but our new model is very small, so the parts
keep our costs down because it will be priced will need to be customized.
low. Sung Hee: I see. So, the wires need to be light and thin?
Sung Hee: Yes. James: Yes, that’s right. But we need to keep our costs
James: Do you understand? down because it will be priced low.
Sung Hee: Yes, I think so. Sung Hee: I understand. May I see the specifications?
James: So, what type of wires do you have? James: Yes, of course.
Sung Hee: OK, we have many types of…
Level 2 – Rank C – Lesson 12: Listening Actively

Before actively listening to your business partner, answer these

Try questions.

1. Who do you need to use active listening skills with in your work?
2. What topics do you talk about with them?
3. What questions would you ask them?

Act Use active listening techniques as your customer explains his/her

needs for your company’s products/services.
Level 2 – Rank C – Lesson 13: Presenting your products
Tip Tip
See When explaining the features of your
product, also explain the benefits of
One way to make your presentation more
interesting is to use a question/answer style of
each feature by adding “so…” presenting.

Example 1 Example 2

James: So, what type of wires do you have for James: So, what type of wires do you have for us?
Sung Hee: I’d like to introduce our customizable halogen-
us?
free wires. I’ll briefly explain its features, give
Sung Hee: I think our halogen-free wire is best for examples of how it is used, and talk about its
you. pricing. Is that OK?
James: Really? James: Yes, please continue.
Sung Hee: Yes, it’s environmentally friendly and it’s Sung Hee: So, how are halogen-free wires different from
not so expensive. other wires? This wire has no halogen or lead,
James: I see. and meets ISO standards. So, it’s eco-friendly
Sung Hee: Many famous automakers use this wire. and it’s easier to recycle.
James: I see.
James: I see. Sung Hee: Also, the wire is very easy to customize, so it can
meet your specifications at a low cost.
James: That’s very good.
Sung Hee: So, where are these wires used? Halogen-free
wires are used by many famous automakers, such
as…
Level 2 – Rank C – Lesson 13: Presenting your products

Before presenting your product/service, answer these questions.

Try
1. What are some unique features of one of your company’s
products/services?
2. What are the benefits of each of these features?
3. What topics could your include in your presentation other than the
features?

Act Introduce the features of your product/service to your business

partner.
Level 2 – Rank C – Lesson 14: Answering questions
Tip Tip
See When answering your customer’s
question, be sure to check your
After answering your customer’s question,
confirm if your customer is satisfied with your
understanding of the question first. answer.

Example 1 Example 2

Sung Hee: So, that’s an overview of our Halogen-free Sung Hee: So, that’s an overview of our Halogen-free
wires. Do you have any questions? wires. Do you have any questions?
James: Yes, what about its safety? James: Yes, what about its safety?
Sung Hee: No problem. It’s very safe to recycle the wire. Sung Hee: Do you mean when recycling or using?
James: No, I mean for the driver. For example, does it James: I mean when using. Does it catch on fire easily?
catch on fire easily? Sung Hee: I see. No, we do a flammability study to make
Sung Hee: I see. No, we do a flammability study to make sure it is as safe as regular wiring. Does that
sure it is as safe as regular wiring. answer your question?
James: Yes, thank you.
Level 2 – Rank C – Lesson 14: Answering questions

Before answering questions about your work from your business partner,
Try answer these questions.

1. What are some common questions you get in your work?

2. What do you say to confirm that your customer is satisfied with your
answer?

Act Answer some common questions from a business partner about your
work.
Level 2 – Rank C – Lesson 15: Handling difficult questions
Tip Tip
See Don’t be pressured to always have the
right answer. If you don’t have a good
End your presentation with an
important message, not just with an
answer, you can get back to your customer answer to the last question.
later.

Example 1 Example 2

Sung Hee: Are there any other questions? Sung Hee: Are there any other questions?
James: What is the heat resistance of the wire? James: What is the heat resistance of the wire?
Sung Hee: I’m sorry, but I don’t know. Sung Hee: I’m sorry, I don’t have the exact number now, but
James: A few months ago, I heard your company had a I will e-mail you the specs when I get back to my
recall. Is this OK now? office. Is that OK?
Sung Hee: Yes, please don’t worry about that. James: Yes, that’s fine. A few months ago, I heard your
James: OK. company had a recall. Is this OK now?
Sung Hee: Any more questions? OK, thank you. Sung Hee: Yes, we are terribly sorry about that incident.
Since the recall, our quality assurance team has
become very strict. We have new processes to
ensure absolute quality.
James: OK.
Sung Hee: Any more questions? OK, I’d like to end this
presentation by saying that I hope for a long
business relationship with you and ICC Auto
Systems. Thank you.
Level 2 – Rank C – Lesson 15: Handling difficult questions

Before answering questions about your work from a business partner,

Try answer these questions.

1. What can you say if you don’t know the answer?

2. What can you say if the answer is confidential?
3. What can you say if you don’t have enough time to answer the question?
4. What can you say if the question is not related to the presentation topic?
5. What can you say if you know your customer will not be satisfied with
your answer?

Act Answer some difficult questions about your work from your
business partner.
Level 2 – Rank C – Lesson 16: Writing a follow-up e-mail
Tip Tip
See A standard “thank you” e-mail is Be sure to confirm the key points
OK, but try to make your e-mail a little you decided and the action steps you
more personal. promised.

Example 1 Example 2

Subject: Confirming our meeting Subject: Thank you for your time – July 14, 2012

Dear Mr. Smith, Dear Mr. Smith,

Thank you for your time today.
I’ve attached our specifications for our Halogen-
free wires.
Please let me know if you have any questions.
Park Sung Hee
It was a pleasure meeting you at ICC Auto Systems today.
I was very impressed with your company’s new car model
and hope that we can somehow be a part of it.
Here are the specifications of our Halogen-free wires. I’ll
be sure to send you an estimate by July 16.
Please let me know if there’s any other information you
need from us.

Best regards,
Park Sung Hee
Level 2 – Rank C – Lesson 16: Writing a follow-up e-mail

Before writing an e-mail to your business partner, answer these

Try questions.

1. Who did you have an external meeting with recently?

2. What did you talk about in the meeting?
3. Did you come up with any next steps in the meeting?

Act Write a follow-up e-mail to someone to thank them for their time.
Remember to thank your customer in the opening, state the next
steps in the body, and leave a professional comment in the closing.
Level 2 – Rank C – Lesson 17: Closing a deal
Tip Tip
See Four key points of closing a deal Give your customer any missing
are information, feedback, options and information, include feedback from satisfied
clients, give options and promise to give your
promise. full commitment.

Example 1 Example 2

Sung Hee: What do you think of our estimate? Sung Hee: Did you have a chance to review our estimate?
James: Yes, I think it is a fair price, but we are still
James: Well, I think it is a fair price, but we are
considering other vendors.
still considering other vendors. Sung Hee: I understand. Just for your information, I’ve
Sung Hee: I see. But I’m confident that we have the brought the results of our safety tests. I’ve also
best solution for you. included some feedback from our current
James: Yes, I understand. You have been very customers.
helpful. James: OK, this is very helpful.
Sung Hee: Is the price too high? Sung Hee: I also have some information for a cheaper type
James: Well, we want to make sure that this is of wire, but they aren’t customizable.
James: Actually, the price is fine. We are more
the best deal. concerned about delivery time.
Sung Hee: Maybe I can talk to my boss about Sung Hee: If there is a problem with our delivery, you can
lowering our price. contact me directly. I promise I will do
everything I can.
James: OK, I trust you, Mr. Park. I will share this with
my boss.
Level 2 – Rank C – Lesson 17: Closing a deal

Before answering questions about your product/service from a business

Try partner, answer these questions.

1. What important information/facts do you have about your

product/service?
2. What options can you offer to a customer?
3. What feedback have you received from other clients about your product?
4. What can you promise to do for your customer?

Act Close a business deal with a customer by giving information,

options, sample feedback, and making a promise.
Level 2 – Rank C – Lesson 18: Handling a complaint
Tip
See Rather than just apologizing, come up
with a solution.
Example 1
(Sung Hee receives a call from Mr. Smith)
Sung Hee: Thank you for calling MMB Corp. Park Sung Hee
speaking.
James: Yes, this is James Smith with ICC Auto Systems.
Sung Hee: Good morning, Mr. Smith. Is everything OK?
James: No, there was a mistake in our order.
Sung Hee: I’m very sorry about that.
James: We requested 5000 units of FH002, but we
received 1000 units of FH005.
Sung Hee: I’m very sorry.
James: We need those parts immediately.
Sung Hee: I’m very sorry. We have a new ordering system
and it’s little difficult to use because…
Tip
A simple four-step process for
handling complaints is to Understand,
Apologize, Take Action, and Confirm.
Example 2
(Sung Hee receives a call from Mr. Smith)
Sung Hee: Thank you for calling MMB Corp. Park Sung Hee
speaking.
James: Yes, this is James Smith with ICC Auto Systems.
Sung Hee: Good morning, Mr. Smith. Is everything OK?
James: No, there was a mistake in our order.
Sung Hee: Please tell me what happened.
James: We requested 5000 units of FH002, but we
received 1000 units of FH005.
Sung Hee: I completely understand that you need those
parts immediately at your factory. I’m terribly
sorry about that. I will call our shipping center
right away to find out if we can deliver your
order immediately. May I call you back in 15
minutes?
James: Yes, I’ll be at my office.
Sung Hee: Thank you for your patience.
Level 2 – Rank C – Lesson 18: Handling a complaint

Before handling a complaint from your business partner, answer these

Try questions.

1. What kind of complaints does your company receive from customers?

2. What actions could you take in each of these situations?

Act Handle a complaint from a customer. Be sure to follow the four

step process.
Level 2 – Rank C – Lesson 19: Rebuilding trust
Tip Tip

See A complaint is an opportunity to

build trust. 1.
You can rebuild trust by following the four steps:
Give a sincere apology
2. Give a clear explanation
3. Explain preventive measures
4. Offer something of value

Example 1 Example 2
(Sung Hee is meeting with Mr. Smith to rebuild trust after a (Sung Hee is meeting with Mr. Smith to rebuild trust after a
complaint) complaint)
Sung Hee: Mr. Smith, we are very sorry. One of our Sung Hee: Mr. Smith, I’m terribly sorry for the trouble we
administrative staff made a mistake with out caused you. May I please explain what happened?
new ordering system. James: Yes, I would like to know.
James: I see. Sung Hee: Last month we installed a new ordering system
Sung Hee: It won’t happen again. I hope you understand. and some of our employees are having trouble
James: I see. using the new system. Your order was mixed up
with another order.
James: I see.
Sung Hee: I have reported this problem to Mr. Jang, the
director of shipping, and he has ordered
retraining to all employees in the department. I
assure you that this will not happen again.
James: Thank you for your explanation.
Sung Hee: As a small token, we’d like to offer you a 10%
discount on your next order. We hope we can
rebuild your trust.
James: I appreciate that.
Level 2 – Rank C – Lesson 19: Rebuilding trust

Before rebuilding your business partner’s trust, answer these

Try questions:

1. What is a common complaint your company gets from customers?

2. In that situation, what could you offer as a small token?

Act Rebuild your business partner’s trust after a complaint.

Level 2 – Rank C – Lesson 20: Review
 Lesson 11: Setting up an appointment
Answer a phone call from a business partner and
set up an appointment.
 Lesson 12: Listening actively
Use active listening techniques as your business
partner explains his/her needs for your company’s
product/services.
 Lesson 13: Presenting your products
Introduce the features of your product/service to
your business partner.
 Lesson 14: Answering questions
Answer some common questions from your business
partner about your product/service.
 Lesson 15: Handling difficult questions
Answer some difficult questions from your business
partner about your product/service.
 Lesson 16: Writing a follow-up e-mail
Write a follow-up e-mail to your business partner to
thank them for their time.
 Lesson 17: Closing a deal
Close a business deal with your business partner by
giving information, options, sample feedback, and making a
promise.
 Lesson 18: Handling a complaint
Handle a complaint from your business partner. Be
sure to follow the four-step process.
 Lesson 19: Rebuilding trust
Rebuild trust with your business partner after a
complaint.