Negotiation Internationale

Sample Dialogue

Walker Oil Company offers maintenance service for oil heating units and home or business delivery of oil. They have chosen to broaden their customer base by implementing a telemarketing program. The following is an interaction between a Walker Oil Company telemarketer, Jenny, who is using a script, and a prospective customer, Mr. Adams, whom she has contacted. The phone rings...

Jenny Hello, may I speak to Mr. Adams?

Mr. Adams This is Mr. Adams.

Jenny Hi, Mr. Adams. My name is Jenny Shields and I am calling from Walker's Oil Service. How are you today?

Mr. Adams I'm fine, thanks.

Jenny As you may or may not know, Walker Oil is one of the oldest and best-known oil companies in Massachusetts, with a reputation for high-quality oil, excellent maintenance service, and timely delivery. Mr. Adams, could you tell me if you use oil, gas, or electric heat?

Mr. Adams We use oil heat.

Jenny That's great! While oil burners are fuel-efficient and are workhorses, they do need regular maintenance to prevent costly fuel bills. Could you please tell me if you have had your burner inspected or cleaned in the last six months?

Mr. Adams I don't really recall the last time we had the burner checked. Maybe last year.

Jenny I would like one of our service people to stop by so that you can take advantage of our free inspection and cleaning. Is Wednesday afternoon at 2:00 p.m. a convenient time for you?

Mr. Adams You know, my wife and I are on a fixed income and we really can't afford to explore trial offers at this time.

Jenny I completely understand, Mr. Adams. Walker Oil is known for delivering efficient and affordable solutions for home heating. In addition, you will also save a lot of money each year on your fuel bills with our free annual cleaning and inspection service.

Mr. Adams My burner seems to be working just fine.

Jenny Mr. Adams, do you remember how cold it was last winter? Fuel prices skyrocketed and many people had burners that broke down during the coldest weeks of the year. With our free annual inspections, you never have to worry about breakdowns during those fierce cold spells.

Mr. Adams Okay, well, I suppose I could see you Wednesday.

Jenny Mr. Adams, this offer will allow you to have peace of mind this winter knowing that you took the time to have your burner inspected and cleaned, thus reducing your overall fuel costs. Plus you get a free oil fill-up when you sign up for our regular oil delivery service. Mr. Adams, I have you down for Wednesday afternoon at 2:00 p.m. You’re address is….am I right? We look forward to seeing you on Wednesday. Have a pleasant evening.

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