PROBLEMS AND OPPORTUNITIES.- Session 3.- Choosing a location.

After Jack Branson's visit to Baby Smiles in Paris, there have been some problems with the quotation they sent him. Read the text and listen to his call to Baby Smiles sales department.

François: Hello, François Marais speaking.

Jack: Hello, this is Jack Branson. I tried to phone you last week but you were not available. It's about our order.

François: Sorry Jack, I was on a business trip. What's the matter?

Jack: I got your quotation, and frankly, this is a complete mess.

François: Really? What's the problem?

Jack: Well, to start with, the product number for the child safety seats is wrong. The Happy Baby Model, the one I ordered, is CGH-90108, or at least that's the number reference in your catalogue. However, in your quotation, the number reference is CGH-68793.

François: I'm sorry to hear that. Yes, the CGH-68793 is a completely different model.

Jack: And there's no indication about the colours. I ordered the red and black seats.

François: I see…

Jack: But that's not the only mistake, the price of the child safety seats in your quotation is more expensive than the one we agreed on. It's €564. That's unacceptable! I thought I had your word on this. It's €78 more expensive than the €486 initial price!

François: That is obviously a huge mistake. Believe me; we would never do that to our customers…

Jack: I'd like to but, on top of that the shipping time we agreed on was two weeks whereas in your quotation it's two months. Please, François, tell me there's something wrong with this as well…

François: There is …of course. I can't understand why… Maybe my secretary didn't understand my notes. I'm terribly sorry Jack.

Jack: You know François… there is a saying in English that one does not get a second chance to make a first impression. I thought I was dealing with a reliable company…

François: I don't know what to say Jack. I apologise again and I'd like to offer you something by way of compensation. It's a 100 packaging unit of our new seat protector. It protects car seats from child shoe prints and marks and it easily attaches to the back of any seat. I'm sure your customer will like them. It has a retail price of €13.99 and if you're interested in purchasing more we have a special offer at the moment. For every 100 units you get 10 for free. What do you think about that?

Jack: Well I think that's a good way to get opportunities from problems.