05.Closing the negotiation
- Summarizing
- Raising concerns and giving reassurance
- Delaying and accepting
1. Summarizing
Amy: So, let’s go over what we’ve decided so far. You’d like 500 units of model X2 for this month’s order. Delivery will be on September 4. And our maintenance team will visit your factory on October 5 for our semi-annual routine check on the machines. The total price with tax is $45,890. Do we have a deal?
Sam: There’s one other issue. What about delivery costs?
Amy: There’s no charge for orders of more than 200 units.
Sam: Great. Let’s start the paperwork.
Useful expressions
Let’s make sure we agree on these points.
So, here’s what we’ve agreed to.
| 1. Customer and supplier | 2. Employee and manager |
|---|---|
| Quantity: 300 units Price: $42/unit x 300 units = $12,600 Delivery: 100 units on May 23, 100 units on June 12, 100 units on July 17 Future orders: undecided | Salary: 5% raise Bonus: 7% of annual salary Dental cover: yes Vacation days: 15 days Company car: undecided |
2. Raising concerns and giving reassurance
Pre-listening questions
- What are the customer’s concerns?
- How did the supplier give reassurance?
- Did they close the deal?
Track 8
Script
Supplier: So, do we have a deal?
Customer: I still have a few issues.
Supplier: Sure, let’s hear them.
Customer: First, I’m concerned about the quality of this new model.
Supplier: Let me reassure you that the new model is just as strong as the previous one.
Customer: I’m also worried that it’s more difficult to use than the other model.
Supplier: I can promise you that we will give the same amount of support and training to your employees.
Customer: OK, but I’m still a little apprehensive about making such a big order.
Supplier: I have no doubts that you will be completely satisfied with this.
和訳
サプライヤー：では、契約は成立しますか？
顧客：まだいくつか気になる点があります。
サプライヤー：はい、ぜひお聞かせください。
顧客：まず、この新モデルの品質が心配です。
サプライヤー：新モデルは従来モデルと同等の強度を備えていますので、ご安心ください。
顧客：また、他のモデルよりも使いにくいのではないかと心配しています。
サプライヤー：御社の従業員の方々には、これまでと同等のサポートと研修を提供することをお約束します。
顧客：そうですね。でも、これほど大規模な注文をするのは、やはり少し不安です。
サプライヤー：この製品に、きっとご満足いただけると確信しています。
| Raising concerns | Giving reassurance |
|---|---|
Give reassurance about the following concerns.
- I’m still worried about the presentation I have to give tomorrow.
- I don’t think we can finish this project on time.
- Think of your own example.
3. Delaying and accepting
Track 9
Script
(Customer) 1: I see. We were hoping (for) a little more in terms of warranty. But if you say that this is the best you can do, I’d like to consult my superiors before giving you an answer.
和訳
（顧客）1：なるほど。保証に関しては、もう少し手厚いものを期待していたのですが。ただ、これが御社で可能な最善の条件だというのであれば、上司と相談してからお返事させていただきます。
Script
(Customer) 2: We can’t wait that long for your delivery. In that case, I’d like to see what’s available on the market before making a decision.
和訳
（お客様）2：そこまで長くお届けを待てません。それなら、決定する前に、市場で何が手に入るか確認させてください。
Script
(Customer) 3: The price is a little more than what we can pay. I’m not quite ready to give you an answer.
和訳
（顧客）3：その価格は、私たちの予算を少し上回っています。現時点ではお答えできません。
| Reason for delaying | Customer’s action | |
|---|---|---|
| Customer 1 | ||
| Customer 2 | ||
| Customer 3 |
Useful expressions
We need to do a little more research to come to a decision.
I’d like to consult with my superiors before making a decision.
I’ll need a little more time to think about this.
I’m not quite ready to give you an answer.
I think we have a deal.
We are ready to accept your offer.
This agreement is acceptable to us.
It’s my pleasure to say that we accept your offer.
Use the prompts to delay a deal.
- Poor quality so need to do more research.
- Too expensive so need to consult boss.
- Doesn’t meet needs so need more time.
4. Putting it all together
Role A: employee
You are the youngest member in your department. You are also the best employee. You usually finish your work and leave at 6:00 p.m. while others in your department work until 9:00 or 10:00 p.m. You feel that you should get a raise as you are more productive than the others. Negotiate a raise with your boss.
Role B: boss
Some of your staff have complained about a new employee in your department. He/she is very young and energetic but makes a lot of mistakes. Your staff often have to work late correcting these mistakes while the new employee goes home at 6:00 p.m. Go talk to this new employee.
Once you make an offer, don’t add to or change it until you get a response.
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