Разговорный бизнес курс. Митрофанова И.В. - 24 стр.

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salesman for the area where the buyer is situated calls when the goods are delivered
to supervise assembly; in other words, see that the components are put together
correctly,
When John Martin has checked that the goods left the factory properly inspected and
correctly packed he asks Mr. Shuttleworth, his sales representative in the area, to pay
Mr. Brown a visit and see if he can solve the mystery of the scratched desks. Mr.
Shuttleworth subsequently discovers that the goods have been handled badly by the
men who unloaded the goods from the containers. Even though the parts were
wrapped in strong cardboard, it was not strong enough to protect them, as hooks were
used for unloading. In the end, even though Harper & Grant are not in the wrong,
they agree to respray the desks. They consider that the time and money involved is
small in comparison with the importance of keeping a customer satisfied.
(Later Mr. Shuttleworth meets the angry' customer. )
MR. BROWN: Here you are, Mr. Shuttleworth. Look at this desk, and this one. I
think nine desks out of the twelve are scratched like this. I'm very disappointed in
your firm.
SHUTTLEWORTH: I'm sorry you feel like that, Mr. Brown. Complaints of this sort
are very rare indeed.
BROWN: I should hope so, for your sake. I trust you win get these desks replaced by
new ones straight away. Look at this deep scratch here.
SHUTTLEWORTH: Oh yes. Yes, they have been knocked about. Do you mind if I
check with your Goods Inwards? They might still have the packing material. It's
worth having a look at, don't you think?
BROWN: I suppose you can if you want to, but you'll find it's a waste of time. I'm
quite convinced that the goods were not properly inspected at your factory, or else
they were carelessly packed.
SHUTTLEWORTH: All the same, I'd like to have a look if you don't mind.
BROWN: Very well. My secretary will take you to the building supervisor.
SHUTTLEWORTH: Thank you very much, Mr. Brown.
(Later that day, Mr. Shuttleworth telephones John Martin.)
SHUTTLEWORTH: Hello, Mr. Martin. Shuttleworth here. I've discovered what
happened to those desks when they arrived.
JOHN: Good.
SHUTTLEWORTH: I had a look at the packing, and the top pieces of cardboard of
several of the components were badly torn. I spoke to the men who unloaded the
container. They used hooks to drag each package out on to the loading bank. Just
imagine? They said they never saw the USE NO HOOKS sign. But it was on the

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