Function  

‘I am not sure that’s relevant to the point.’ The speaker expresses that …she wants to keep to the point.

A chairman wants to summarize the:…Right, to sum up then ….

A customer complains: ‘You delivered?...We’ll send the rest immediately.

A customer phones in and says::….Oh dear! I’m sorry to hear that.

How would you respond to’…Could you just hang on a moment, please?

In the meeting, if you want to…The purpose of this meeting is...

To ask a customer to give mor…What happened exactly?

What do you say if you want people to slow down?...I think we should discuss a bit more.

What do you say if you want to end a?...I’m sorry. I really must get going. It was really nice talking to you.

What do you say if you want to slow down the discussion?...Hold on, we need to look at this in more details.    

What do you say if you want to state the purpose of the meeting?....The aims of this meeting are…..

What do you say if you want to summarize the main points?...OK, let’s go over what we've agreed                  

What do you say to make a complaint about some defective...I’m sorry, but I’m not satisfied with these electric motors.

What do you say when you want to start the discussion?...OK, let’s get down to business

What would you say at a negotiation if you are not sure...You mean, if we offered ... would ...?

What would you say if you want to offer your customer a discount?..If you order now, we'll give you a discount.      

What would you say to start a meeting?...Right, can we start, please?

What would you say to your colleague who has just been made redundant?...I’m very sorry to hear about what happened.    

When a customer makes a complaint, you promise:…I’ll check the details and get back to you.

When a customer wants to get a replacement for a faulty product, you say:…I’m afraid it’s not our policy to replace items.       

When a member of the meeting says: ‘I think we should move on now’, he/she wants to ..speed up

When someone says: ‘How do you feel about that model?’ He/She wants to ……………..ask for reactions.

You are now at a negotiation. What would you say if you want to explore your partner’s positions?...What do you have in mind?

You are the chairperson at a meting and you have to deal with interruption. What do you say?...Could you let him finish, please?

You cannot accept a 10% discount that your partner has just proposed. You say:…That would be difficult for us.

You have to turn down your partner's proposal for a 20% discount. You say:…That's more than we usually offer.

You need more time to consider your partner's proposal before deciding. You say:…I'd like to think about it.

You think the deal has been made and want to close it. You say:…I think we've covered everything.

You want a refund for a defective cassette you bought:…Well, that’s not really good enough.

You want to ask for reactions from other people at a meeting. You say:..How do you feel about ...?

You want to refer to further contact at the end of a negotiation. You say:…Please let me know if there are any problems.

You want to speed up the discussion. What do you say?....I think we should move on now.             

You wonder if you have really understood your partner's idea. You say:…Have I got this right?

Your partner asks for free of charge delivery. You accept: …It might be possible, especially if we can...