English for Business
Communication
By
Radik Darmawan
Welcoming visitors
Visitor
Introduce yourself
Say you have an
appointment with
…..
Decline-ask if you
can use a phone
Decline-you only
need the phone
Thank him/her
(after 5 minutes)
Thank assistant
Ask how far it is to
station
Accept offer –
suggest time
Receptionist
Welcome visitor
Explain that … will
be along shortly
Offer a drink
Say yes-offer email
as well
Show visitor to the
phone
Reply-offer any
other help
Two miles – ten
minutes by taxi.
Offer to book one
Promise to do that –
say that … is free
now
Offer to take
him/her to …’s
office
Leaving a message
Caller
Introduce yourself
Ask to speak to Mr
….
Ask when you can
contact him
You want Mr …. To
call you.
Repeat your
name.
Give your number
End call
Receptionist
Tifico, good
morning
Mr. … is not in
Explain that he is
away – offer to
take message
Confirm the
information
End call
Making an appointment
Caller
Greeting, introduce yourself
Confirm/correct
Ask for appointment with …
Explain that you want to
discuss transport of goods
from ….. To …..
Suggest next week
Called person
Intership, good morning
Check name
Offer to help
Ask what it’s about
Acknowledge – ask when
would be a good time
Agree-suggest Monday 3rd
Reject- ….. Is away
Suggest beginning of next
month
Agree. Suggest 10.00 a.m.
Reject – on Monday …. Is
busy all day.
Suggest Tuesday
Agree to email. Hotel
booking is not necessary
Signal end of call
End call
Agree – ask for an email to
confirm. Offer to book hotel
End call/thanks/refer to
email
Handling complaint
Caller
Greeting, introduce yourself
Explain problem. Order
HF5618 for 20 printers.
Only 17 have arrived
This is second time you
have received an incomplete
delivery
Agree – say you need the
other three printers urgently.
Delays are costing goodwill
– unhappy customers
Ask for a promise of
delivery date - ASAP
Complaint – you want
dispatch now
Ask for an email to confirm
dispatch
Called person
Matrix 5, good morning
Offer to help
Express surprise
Suggest possible error in
order administration
Explain stock problem
Promise next Monday
Express regret – not possible
Agree – apologize.
End call
Negotiation 1
Ojanpera
Offer to buy the
machine if BI can
give you a good
price.
Ask for a
discount
Agree if the
discount is
attractive
Ask for 6%
Agree
Beck Instrument
Say that your
prices are very
competitive
Say a disccount
could be possible
if OP agrees to
pay for shipping
cost
Offer 4%
Unfortunately,
you can’t agree,
unless OP pays
for the
installation
Confirm you
agreement
Negitiation 2
Visitor
Ask for 200 exhaust
pipes – part number
DR789032
Immediately.
Ask for 10% discount
Receptionist
No problem! Ask
when they are
needed.
Refuse. Prices are
already discounted
Ask for unit price
$150
Bargain - $135
Refuse. Suggest 2.5%
discount if payment
is made at time of
order
Refuse. Ask for 5%
with 6o days to pay
Comment. Say you
will call again
tomorrow. You
expect a better
offer
Refuse. Say margins
are very tight
Your prices are very
competitive. Say
good bye
Presentation
• Beginning
• Middle
• End
• Introduction
• Content
• Summary / conclusion
Beginning of presentation
• Good morning ladies and gentlemen.
• My name’s ……. From ………
• Today I’m going to talk about financial
resources for business
• And I’m going to divide this presentation into
two parts. First of all, I’m going to explain
about investment. Second, I’m going to
explain about loan.
Financial
Resources
for
Business
Investment
Loan
Content 1
• Let’s come to the first part of my presentation
that is investment.
• If you a corporation, your company deserve to
issue stock in exchange for money.
• It means that the investor buy your stocks and
you get the money to run your business
• In return, you have to pay dividend regularly to
the stockholders
• That’s all about investment
Content 2
• Now, let’s come to the second part of my
presentation that is loan.
• There are some steps in affording loan. First of
all, the company representative comes to the
bank to ask for loan. Second, the bank will
request the financial statement of the company
to make sure that the company if eligible for
loan. After that, the company may choose
short-term or long –term loan. Then, the bank
will give the loan. Consequently the company
must pay interest regularly
Ask for loan
Pay interest
Conclusion
• In conclusion, company can get
money by issuing stock in
exchange for investment or by
coming to the bank for requesting
loans
Company
Beginning of presentation
How to
achieve
the sales
target
Reducing operational
cost
Renewing the sales
system