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B: Erm, yes. Could you give us an idea of what you're looking for? Because with this particular course ... .
A: I would have thought a 15 % discount was fair. So that's eight times 3,000 is 24,000 minus 15 %, which is, erm,
3,600. And that would come to a total fee of 20,400. And you'd invoice us on completion of the whole series of semi-
nars. Are these terms broadly acceptable?
B: Er, well, just a moment. We haven't actually agreed on the discount yet. As I was about to say, with this par-
ticular course there wouldn't normally be such a large discount. We offer 10 % on five or more of our standard semi-
nars, but this is a specially designed course for your personnel only. Obviously, we have to cover our development
costs.
A: I should think you could cover them quite easily on just over 20,000, Mr Smart. No, my mind's made up. 15 %
– take it or leave it.
B: Well, now, I'm afraid we could only accept this on one condition.
A: Which is?
B: Erm, we'd want a 25 % non-refundable deposit in advance ... .
A: Done.
B: You see, ... erm, sorry?
A: 25 % deposit – no problem. I'll get accounts to make you out a cheque for, let me see, 5,100 ... . Well, that's it. I
think we've earned ourselves a drink!
B: Erm, well, yes. Nice doing business with you.
T a s k 31. Add the missing words to the puzzle:
claim, covers, inferior, warranty, minor, emergency, install, regardless, compensate, arisen, spare parts, guarantee,
shortage, repair or replace, maintaining, merchandise.
1. This is not a serious problem, it's only a ... fault.
2. We are rejecting the goods because we consider the quality to be ... .
3. If you have suffered any loss, we will of course ... you for this.
4. We intend to ... for the additional expenses we have incurred.
5. You don't need a qualified electrician to ... a computer printer.
6. A number of problems have ... since we bought the machine.
7. The delay is due to a ... of qualified staff.
8. As explained in our catalog, this program carries a 90-day ... .
9. As explained in our catalogue, this programme carries a 3-month ... .
10. The engineer is on call 24 hours a day if there is an ... .
11. There is a lack of ... for such an old machine.
12. We must have a computer system that works well, ... of the cost.
13. Their service department is responsible for ... the machine.
14. The service contract ... all repairs to the equipment.
15. Any ... that is faulty will be returned to the supplier.
16. Please ... these faulty items.
T a s k 32. Listen to the conversation between Bob Kellerman and Sales Manager Michelle on the phone.
Make notes and discuss these questions:
1. What do you think has happened?
2. What sort of supplier are you dealing with?
3. What action should you take in this situation?
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