2 C

Level 2 - Rank C - Lesson 1: Giving directions to your office
Warm up
COPY & PASTE
Hi, Im ____. Looking
forward to seeing you.
See
1. Greet the student and introduce yourself if necessary.

Introduce the goal of the lesson.
Today we will do Level 2 - Rank C - Lesson 1: Giving directions to your office
2. Reinforce the goal of the lesson by asking a few questions like:
Is your office easy to find for your guests?
How long does it take to get to your office from the nearest train station?
Try
6. Have the student practice giving directions.

Ask some follow-up questions if necessary.
Act
7. Complete the final activity.

Have the student carry out the task
Make sure the student follows the Biz Tips
Give feedback by REFINING the student's English
Thank you for studying at

Bizmates. (bow)
When giving directions,

use common landmarks.
Biz Tip
5. Read the second dialogue together and ask some follow-up questions.
What landmarks did Taro use?
What did Taro tell Luke before he gave directions? (how long it would take)
COPY & PASTE
Biz Tip
3. Read the first dialogue together and ask some follow-up questions.
Focus on pronunciation, intonation, and fluency.
Were Taros directions clear?
How could he make his directions clearer?
4. Have the student read the two Biz Tips and elaborate.
Wrap up
See
By saying how long itll

take first, itll make it
easier for the other person
to follow your directions.
8. Give the student feedback.

Review key points of the lesson
Give student feedback/ study tips
Tell the student there will be a review
Paste "Thank you" message in the chat box after ending the call
Last revision: 9/28/2015
Example
Luke: So, how do I get to your office from Shinjuku Station?
Taro: Go out the central exit and walk straight ahead for two blocks. Turn
left at the corner and walk to the major intersection. Turn right and
walk for a block and youll see it on the right.
Luke: Sorry, I completely missed that.
Taro: OK, let me say it again. Go out
Bizmates style
Luke: So, how do I get to your office from Shinjuku Station?
Taro: Do you know where Kogi Department Store is?
Luke: No, I dont.
Taro: Thats OK. Its only about a 5-minute walk. First, go out the central exit,
and youll see AKI Electronics Store. Turn left at the store and walk to
the major intersection. Turn right, and youll see Kogi Department
Store. Were in the next building on the 5th floor.
Luke: OK, thats easy enough. Out the central exit and turn left at AKI
Electronics Store. Then, turn right at the major intersection, and youre
on the 5th floor, next to the department store. Is that correct?
Taro: Yes, you got it.
Try
Practice giving directions to the following places.

1. From your home to the nearest train station.
2. From your office to the nearest convenience store.
3. From your office to the nearest bank.
Act
Give your business partner directions from a train station to your office.
141
Level 2 - Rank C - Lesson 2: Greeting your guest

Warm up
COPY & PASTE

Today we will do Level 2 - Rank C - Lesson 2: Greeting your guest
See
Biz Tip
2. Test the student by saying:

Lets do a short test. Give your colleague directions from the nearest train
station to your office. (Start the conversation by saying So, how do I get to your
office from the station?)
The student should say how long itll take and try to use landmarks in his/her directions.

How often do guests visit your office?
Do you make small talk with your guest in the lobby of your company?
See
Was Kenji friendly and professional with Luke?
Did Taro make enough small talk with Luke to make him feel comfortable?
When guests visit your

office, they are usually
nervous. Your role is to
help them feel
comfortable.
Biz Tip
Make some small talk with
your guest first, and then
politely take him/her to
the meeting room.
Was Kenji friendly and professional with Luke?
Did Taro make enough small talk with Luke to make him feel comfortable?
Try
7. Have the student practice making small talk with the topics.
Act

Wrap up
COPY & PASTE
Bizmates. (bow)

Example
Kenji: Are you Luke?
Luke: Yes, I am. Im here to meet with Mr. Sato and Mr. Yamada.
Kenji: Im Yamada. Sato will come soon. Wait here please.
(A few moments later.)
Taro: Hello Luke. Its nice to see you again.
Luke: Hi Taro. Its great to see you, too. Thanks for your directions.
Taro: No problem. This way please.
Bizmates style
Kenji: Hi, you must be Luke. Im Kenji. Its nice to finally meet you.
Luke: Yes, its nice to meet you, too.
Kenji: Taro has told me a lot of nice things about you.
Luke: Really? Thank you for saying so. Where is Taro anyway?
Kenji: Hes on his way. Could you please wait for just a minute?
(A few moments later. )
Taro: Hi Luke. Im sorry to keep you waiting. Its great to see you again.
Luke: Yes, its nice to see you, too. You look great.
Taro: Thanks. You do, too. I see youve already met Kenji.
Luke: Yes, I have.
Taro: Thanks a lot for coming all the way here. Was our office easy to find?
Luke: Yes, it was. Thanks for the directions.
Taro: Shall we go to our meeting room?
Try
Practice making small talk with these topics.

1. Compliment: watch, suit, bag, etc.
2. Common topic: weather, hobbies, news, etc.
3. Business topic: business situation, colleagues, etc.
Act
Greet a business partner youve never met before at the lobby of your
company.
Then, greet a business partner you havent seen for a long time at
the lobby.
142
Level 2 - Rank C - Lesson 3: Giving a tour of the office

Warm up
COPY & PASTE

Today we will do Level 2 - Rank C - Lesson 3: Giving a tour of the office
Lets do a short test. Greet a guest youve never met before at the lobby of your
company. (Have the student start the conversation.)
The student should make small talk to make the guest feel comfortable.
See
Biz Tip
When taking a guest from
the lobby to your office,
make small talk about the
buildings facilities.

Do you sometimes take your guest to the meeting room?
What do you talk about with your guest on the way to the room?
See
Biz Tip
Was Taro able to continue small talk with Luke?
Do you think Taro could make a closer connection with Luke?
Build a personal
connection by introducing
some departments and
key people in your
company.
What did Taro talk about with Luke during small talk?
How do you think Luke felt when Taro said he would introduce the director and
his boss to him? (Luke felt important and trusted.)
Try
7. Have the student answer the list of questions.

Act

Wrap up
COPY & PASTE
Bizmates. (bow)
Example
Taro: This way please.
Luke: This is a really nice building.
Taro: Thank you. Our offices are on the 27th floor.
Luke: It must have a nice view.
Taro: Yes, it does.
Bizmates style
Taro: OK, shall we go to our meeting room?
Luke: Great. This is a really nice building.
Taro: Thank you. We moved into this building about 5 years ago. Its in a
much better location than our last office, so its very convenient. Our
offices are on the 27th floor.
Luke: It must have a nice view.
Taro: Yes, we can see Tokyo Sky Tree. And on a very clear day, we can see
Mount Fuji.
Luke: Thats fantastic.
Taro: This is our marketing department. Mr. Tanaka is the director of
marketing. Let me introduce you to him later.
Luke: Yes, Id love to meet him.
Taro: And over here we have the sales department. Theres my boss, Mr.
Hamada. Let me introduce you
Try
Before giving an office tour to your business partner, answer these

questions.
1. How new is your office building?
2. Describe the lobby of your company building.
3. What departments in your company do you often work with?
4. Who are some key people in your company?
Act
Give a short tour of your office to a business partner.

143
Level 2 - Rank C - Lesson 4: Making your guest feel comfortable

Warm up
COPY & PASTE

Today we will do Level 2 - Rank C - Lesson 4: Making your guest feel comfortable
Lets do a short test. Give a short tour of your office to a guest at your company.
(Have the student start the conversation.)
The student should make small talk to make the guest feel comfortable and offer to
introduce some key people in his department to show that the guest is important.

Do you think guests are nervous when they visit a clients office?
How can you make a guest feel comfortable while not being too casual?
See
Were the expressions Taro used professional and polite?
Do you think Luke felt comfortable?
See
Biz Tip
To help your guest feel
comfortable, tell the guest
where to sit by gesturing
with your hand.
Biz Tip
Its polite to ask your
guest twice if he/she
would like something to
drink. Most people say no
the first time.
Example
Taro: Well use this room today. Please sit down.
Luke: Anywhere?
Taro: Sure, any seat is OK. Would you like something to drink?
Luke: No, Im OK, thanks.
Taro: Give me your jacket.
Luke: Here you are. Thank you.
Bizmates style
Taro: Well use this room today. Please have a seat here.
Luke: Thank you.
Taro: Could I get you something to drink?
Luke: No, Im OK, thanks.
Taro: Are you sure? We have water, coffee, or tea.
Luke: OK, water would be great. Thank you so much.
Taro: Its a little warm in here. Let me take your jacket.
Luke: Here you go. Thank you.
Taro: OK, Ill be back in just a minute. Please make yourself comfortable.
How did Taro make Luke feel comfortable while staying professional?
Try

Act

Wrap up
COPY & PASTE
Bizmates. (bow)

Try
Before making your business partner feel comfortable, answer these

questions.
1. What do you say to offer a seat?
2. What do you say to offer something to drink?
3. What do you say to take your guests jacket?
4. What else can you say to make the guest feel comfortable?
Act
Make your business partner feel comfortable by offering a seat, offering a

drink, and offering to take his/her jacket.
144
Level 2 - Rank C - Lesson 5: Going over the agenda

Warm up
COPY & PASTE

Today we will do Level 2 - Rank C - Lesson 5: Going over the agenda
See
Biz Tip
Lets do a short test. Youve just taken your guest to the meeting
room. Make him/her feel comfortable before starting the meeting.
(Have the student start the conversation.)
At the start of a meeting,

go over the topics youd
like to talk about and how
much time you have.
The student should make the guest feel comfortable without being too casual
by telling the guest where to sit, offering something to drink, and offering to
take the guests jacket.
Do you have an agenda for your external meetings?
Why is it especially important to look professional and organized when meeting
with guests from another company?
See
Did Taro seem organized in the meeting?
Who seemed to be leading the meeting in this conversation? (Luke)
Biz Tip
After going over the
agenda, its polite to ask
the guest if the agenda is
OK.
7. Have the student practice going over the agenda using the information
provided.
Act

Wrap up
COPY & PASTE
Bizmates. (bow)
Bizmates style
Taro: First of all, thank you for coming to our office today. We only have this
room for 30 minutes, so could I start by going over our specific
requests? And then you can recommend a model, and then we can
discuss pricing. Is that OK?
Luke: Yes, that sounds good.
Taro: Is there anything youd like to add?
Luke: Ah, no I think you covered everything.
Taro: Great.
Try
Before going over the agenda with your business partner, practice going
over the agenda with these topics.
1. Explain background information, come up with ideas, make a decision.
2. Bring up issues, discuss challenges, set action plans.
3. Talk about last months sales, talk about this months forecasts, create a
new sales strategy.
Act
Go over a typical agenda in your meeting with your business partner.
Try
Example
Taro: OK, so please tell me about your products.
Luke: Oh, OK. We have over 30 different models. Is there a particular one
you are interested in?
Taro: Ah, sorry. I dont know any of the models.
Luke: OK, ah, how much time do we have?
Taro: I only booked this room for 30 minutes.
Luke: Oh OK, Ill talk fast.

145
Level 2 - Rank C - Lesson 6: Pressing for details

Warm up
COPY & PASTE

Today we will do Level 2 - Rank C - Lesson 6: Pressing for details
See
Biz Tip

Lets do a short test. You are about to start a meeting with a guest at your office.
Go over the agenda. (Have the student start the conversation.)
The student should take the lead by explaining the topics of the meeting and
confirming with the guest if its OK.

Do you usually stop the other person if you cant catch what they are saying?
Do you ask a lot of questions in meetings? Why? Why not?
See
Was Taro able to understand what Luke was saying?
Why do you think Taro didnt interrupt Luke to press for details?
If you dont completely

understand what the
other person is saying,
interrupt and press for
details.
Biz Tip
Every piece of information
you get from someone
should generate more
questions.
Did Taro seem interested in what Luke was saying?
Why did Taro ask all those questions?
Try
Act
Wrap up
COPY & PASTE
Bizmates. (bow)
7. Have the student practice pressing for details using the sentences provided.
Add a few more details if necessary.
Bizmates style
Taro: So, can you tell me more about this model?
Luke: Yes, the best thing about it is its speed.
Taro: How fast is it?
Luke: Its 50 ppm. So, the speed can really
Taro: Sorry, what do you mean by ppm?
Luke: Oh, that stands for pages per minute.
Taro: I see. And how does that compare to other models?
Luke: Well, most models are 40 ppm or less. Anything above 40 ppm is very
fast.
Taro: OK, what other features does it have?
Luke: It has a large capacity
Try
Practice pressing for details to explain what Skype is.

1. Skype is a free communication tool.
2. Skype allows you to text, speak, and see others anywhere in the world.
3. Skype has a secure system and is used by many people around the world.
Act
Press your business partner for details as he/she explains a few pointers
about communicating effectively.

Example
Taro: So, can you tell me more about this model?
Luke: Yes, the best thing about it is its speed. At 50 ppm, its much faster
than other models.
Taro: Yes.
Luke: It also has a large capacity tray and 2 bin multi-position stapling
finisher.
Taro: Yes.
Luke: As with other models, it has network printing and scanning. So, what
do you think?
Taro: Im sorry, but I cant understand very well.
146
Level 2 - Rank C - Lesson 7: Checking your understanding

Warm up
COPY & PASTE

Today we will do Level 2 - Rank C - Lesson 7: Checking your understanding
Lets do a short test. Press for details as I explain what SKYPE is. (Start the
conversation by explaining how SKYPE is an effective communication tool.)
The student should press for details by asking specific questions about what you are
saying.

In a meeting, is it important to confirm what the other person is saying?
How do you confirm what someone is saying?
See
Did Taro effectively confirm what Luke said?
Why is Taros method of confirming ineffective?
See
Biz Tip
When checking your
understanding, dont just
repeat exactly what the
other person says.
Rephrase it to check the
meaning.
Biz Tip
When you rephrase
something, try to use
examples relevant to your
situation.
Example
Luke: So, this model should meet all your needs.
Taro: So, this model should meet all our needs?
Luke: Yes, thats right.
Taro: What about maintenance?
Luke: All maintenance is included in the lease.
Taro: So, all maintenance is included in the lease?
Bizmates style
Luke: So, this model should meet all your office needs.
Taro: So, this model is fast enough for 30 people and its easy enough to use
for people with no technical knowledge?
Taro: What about maintenance?
Luke: All maintenance is included in the lease.
Taro: So, if the machine breaks down, you will fix it for free?
Luke: Yes, there will be no extra charge unless its damaged by improper use.
Did Taro effectively confirm what Luke said? How?
Try
7. Have the student practice confirming the list of phrases about SKYPE.
Add a few more details if necessary.
Act

Wrap up
COPY & PASTE
Bizmates. (bow)

Try
Before confirming information with your business partner, practice

confirming using the following information about Skype.
1. Skype is a free communication tool.
2. Skype allows you to text, speak, and see others anywhere in the world.
3. Skype has a secure system and is used by many people around the world.
Act
Confirm information with your business partner as he/she explains a few

pointers about communicating effectively.
147
Level 2 - Rank C - Lesson 8: Negotiating terms

Warm up
COPY & PASTE

Today we will do Level 2 - Rank C - Lesson 8: Negotiating terms
See
Biz Tip

Lets do a short test. Confirm what I say as I explain what SKYPE is. (Start the
conversation by explaining how SKYPE is an effective communication tool.)
When asking for a

discount, you need to
have reasoning and logic.
The student should confirm what you are saying by paraphrasing and not by just
repeating what you are saying.

Who do you negotiate with at work? Your customers? Your boss? Your suppliers?
Do you feel youre a good negotiator?
See
Did Taro have a logical reason in asking for a discount?
Did Taro take a win-win approach?
Biz Tip
Negotiating over price will
always lead to a win-lose
negotiation. Consider
other factors than just
price to reach a win-win
agreement.
Example
Taro: OK, so how much is it?
Luke: The monthly lease including maintenance is 15,000 yen. And the copy
charge is 5 yen per copy.
Taro: Thats too expensive. Please give us a discount.
Luke: Well, that is a discounted price. The toner cost is included.
Taro: We need another 10% off.
Luke: I dont think thats possible.
Bizmates style
Taro: OK, so how much is it?
Luke: The monthly lease including maintenance is 15,000 yen. And the copy
charge is 5 yen per copy.
Taro: I see. We plan to make around 2000 copies each month. This would
exceed our monthly budget of 20,000 yen. Would a long-term contract
reduce the monthly costs?
Luke: Well, if you can agree to a 2-year contract, I might be able to reduce it
a little. But I need to get approval.
Taro: OK, I think thats possible.
Did Taro push for a discount?
Did Taro take a win-win approach?
Try

Act

Wrap up
COPY & PASTE
Bizmates. (bow)

Try
Before negotiating terms of a lease with your business partner, answer the
following questions.
1. In what situations do you have to negotiate with a business partner?
2. What factors do you consider when justifying terms (cost, quality, covered
period)?
3. How do you aim for a win-win negotiation?
Act
Negotiate the terms of something (i.e popular product or service) that

youd like . You can use imaginary information.
148
Level 2 - Rank C - Lesson 9: Following up by e-mail

Warm up
COPY & PASTE

Today we will do Level 2 - Rank C - Lesson 9: Following up by e-mail
See
Subject: Confirmation of our meeting

Biz Tip

Lets do a short test. Tell me what a win-win approach in a negotiation is and
why its advisable to take this approach.
The student should be able to explain that in a win-win negotiation, you need to think
about the other persons situation as you aim towards an outcome where both sides
benefit. This approach is advisable because this approach allows you to build trust and
both parties will benefit in the long run.
Dear Luke,
A follow-up e-mail is your

chance to show
professionalism and to
build trust with your
business partner.
A business e-mail should

include an opening, body,
and closing.

Wrap up
COPY & PASTE
Bizmates. (bow)
Dear Luke,
Thank you for visiting us at MMB Corp today.
We really appreciate your time and flexibility to offer the best solution that
meets our copying needs. We look forward to receiving your revised
solution.
Please let me know if theres any other information you need from us.
Best regards,
Taro
Does Taro sound more professional in this e-mail? Why?
Act
Thank you.
Subject: Thank you for visiting MMB Corp June 27

We are waiting for your revised proposal.

Taro Sato
Biz Tip
Did Taro include all necessary information in the e-mail?
Try
This is to confirm our meeting today at MMB Corp.
Bizmates style

Do you send follow-up e-mails to your guests after they leave?
What do you say in these follow-up e-mails?
See
Example

Try
Before writing an e-mail to your business partner, answer these questions.

1. Who have you had an external meeting with recently?
2. What did you talk about in the meeting?
3. Did you come up with any action steps in the meeting?
Act
Write an e-mail to your business partner to thank them for visiting your
office. Remember to thank your guest in the opening, state the next steps
in the body, and have a professional comment in the closing.
149
Level 2 - Rank C - Lesson 10: Review

Warm up
COPY & PASTE
Test
Wrap up
COPY & PASTE
Bizmates. (bow)

Today we will do Level 2 - Rank C - Lesson 10: Review
Test
Lesson 1: Giving directions to your office

Give your business partner directions from the train station to your office.
Lesson 2: Greeting your guest

We are going to review all the points you learned from Lessons 1 to 9.
Greet a business partner you havent seen for a long time at the lobby of
your company.
3. Have the student summarize what he/she has learned and ask some follow-up
questions after each one.
L1: Giving directions to your office
L2: Greeting your guest
L3: Giving a tour of the office
L4: Making your guest feel comfortable
L5: Going over the agenda
L6: Pressing for details
L7: Checking your understanding
L8: Negotiating terms
L9: Following up by e-mail
Lesson 3: Giving a tour of the office

If the student passes the REVIEW, congratulate him/her and tell him/her that
he/she may go onto Lesson 11 next time.
If the student fails the REVIEW, tell the student which lessons he/she needs to
redo, and make note of it for the next trainer.
Lesson 6: Pressing for details
Give a short tour of your office to a business partner.
Lesson 4: Making your guest feel comfortable

Make your business partner feel comfortable by offering a seat, offering a
drink, and offering to take his/her jacket.
Lesson 5: Going over the agenda

Go over an agenda in your meeting with your business partner. AGENDA: 1.
Explain background information 2. Come up with ideas 3. Make a decision.
Press your business partner for details as he/she explains how Skype can
be used as a communication tool.
Lesson 7: Checking your understanding

Confirm information with your business partner as he/she explains how
Skype can be used as a communication tool.
Lesson 8: Negotiating terms

Negotiate the terms of leasing a copier with your business partner.
Lesson 9: Following up by e-mail

Write an e-mail to your business partner to thank them for visiting your
office.
150
Level 2 - Rank C - Lesson 11: Setting up an appointment

Warm up
COPY & PASTE
See

Today we will do Level 2 - Rank C - Lesson 11: Setting up an appointment
Do you set up appointments with clients over the phone?
Is telephone communication easier or more difficult than face-to-face?
Do you feel that Taro was able to make a personal connection with Kyong?

Act

Wrap up
COPY & PASTE
Bizmates. (bow)
Biz Tip
Create and specify a need
for meeting before
offering to visit someone.
This rule applies to anyone
you make an appointment
with.
Biz Tip
Do you feel that Taro was able to make a personal connection with Kyong?
What differences do you notice between the first and second conversation?
Try
See
When making an
appointment, instead of
saying I can visit your
office., say Id be happy
to visit your office.

Example
(The phone suddenly rings at Taros office.)
Taro: MMB Corp., Taro Sato speaking. May I help you?
Kyong: Hello, this is Kyong Lee with Korean Auto Systems. Ms. Wei Chan
recommended I contact you about specialized electrical wiring.
Taro: Yes, we make wires.
Kyong: OK, can you send me a catalog and a pricelist?
Taro: I can visit your office.
Kyong: Its not necessary.
Bizmates style
(The phone suddenly rings at Taros office.)
Taro: MMB Corp., Taro Sato speaking. May I help you?
Kyong: Hello, this is Kyong Lee with Korean Auto Systems. Ms. Wei Chan
recommended I contact you about specialized electrical wiring.
Taro: Yes, Ms. Chan mentioned that you may be calling. How can I help
you?
Kyong: Can you send me a catalog and a pricelist?
Taro: Yes, of course. We have a wide range of products. May I know the
specifications you need?
Kyong: Yes, were looking for customized wires, which are environmentally
friendly.
Taro: I see. Our catalog only has our standard products; however, Id be
happy to visit your office to explain the specs and pricing of our
customizable wires.
Kyong: Oh OK, can you come to our office tomorrow?
Try
Before answering a phone call from your business partner, answer these
questions.
1. In what situations do you usually set up an appointment over the phone?
2. What do you say to ask for the other persons availability?
3. What do you say to suggest visiting your customers office?
Act
Answer a phone call from a business partner and set up an appointment.
151
Level 2 - Rank C - Lesson 12: Listening actively

Warm up
COPY & PASTE

Today we will do Level 2 - Rank C - Lesson 12: Listening actively
See
Biz Tip

Lets do a short test. Answer a call from a client who is interested in learning
more about your products.
The student should show professionalism and suggest visiting the clients office.
Active listening is two-way

communication. Show the
other person that you
understand.

How important are listening skills in business?
What do you think an active listener does?
See
Biz Tip
Was Taro an active listener?
Be an active listener by
using proper gestures,
asking questions, and
confirming information.
Was Taro an active listener?
What differences do you notice between the two conversations?
Try

Act

Wrap up
COPY & PASTE
Bizmates. (bow)
Bizmates style
(Taro is meeting with Mr. Lee at Korean Auto Systems.)
Taro: Ms. Chan says you are looking for specialized wires?
Kyong: Yes, were launching a new eco-friendly car. So, we are looking for
environmentally friendly wires.
Taro: I see. Do you mean halogen-free wires?
Kyong: Yes, but our new model is very small, so the parts will need to be
customized.
Taro: I see. So, the wires need to be light and thin?
Kyong: Yes, thats right. But we need to keep our costs down because it will
be priced low.
Taro: I understand. May I see the specifications?
Kyong: Yes, of course.
Try
Before actively listening to your business partner, answer these questions.

1. Who do you need to use active listening skills with in your work?
2. What topics do you talk about with them?
3. What questions would you ask them?
Act
Use active listening techniques as your customer explains his/her needs for
your companys products/services.

Example
(Taro is meeting with Mr. Lee at Korean Auto Systems.)
Taro: So, how can we help you?
Kyong: Were launching a new eco-friendly car. So, we are looking for
environmentally friendly wires.
Taro: Yes.
Kyong: Our new model is very small, so the parts will need to be customized.
However, we need to keep our costs down because it will be priced
low.
Taro: Yes.
Kyong: Do you understand?
Taro: Yes, I think so.
Kyong: So, what type of wires do you have?
Taro: OK, we have many types of
152
Level 2 - Rank C - Lesson 13: Presenting your products

Warm up
COPY & PASTE

Today we will do Level 2 - Rank C - Lesson 13: Presenting your products
Lets do a short test. Use active listening techniques as your client explains
his/her needs for your companys products/services.
The student should press for details and ask questions as the client explains his/her
needs.
See
Biz Tip
When explaining the
features of your product,
also explain the benefits
of each feature by adding
so

Do you sometimes have to make presentations in English?
See
Biz Tip
Did Taro do a good job presenting his products?
One way to make your

presentation more
interesting is to use a
question/answer style of
presenting.
Did Taro do a good job presenting his products?
Try

Act

Wrap up
COPY & PASTE
Bizmates. (bow)

Example
Kyong: So, what types of wires do you have for us?
Taro: I think our halogen-free wire is best for you.
Kyong: Really?
Taro: Yes, its environmentally friendly and its not so expensive.
Kyong: I see.
Taro: Many famous automakers use this wire.
Kyong: I see.
Bizmates style
Kyong: So, what types of wires do you have for us?
Taro: Id like to introduce our customizable halogen-free wires. Ill briefly
explain its features, give examples of how it is used, and talk about
its pricing. Is that OK?
Kyong: Yes, please continue.
Taro: So, how are halogen-free wires different from other wires? This wire
has no halogen or lead, and meets ISO standards. So, its eco-friendly
and its easier to recycle.
Kyong: I see.
Taro: Also, the wire is very easy to customize, so it can meet your
specifications at a low cost.
Kyong: Thats very good.
Taro: So, where are these wires used? Halogen-free wires are used by
many famous automakers, such as
Try
Before presenting your product/service, answer these questions.

1. What are some unique features of one of your companys
products/services?
2. What are the benefits of each of these features?
3. What topics could you include in your presentation other than the
features?
Act
Introduce the features of your product/service to your business partner.
153
Level 2 - Rank C - Lesson 14: Answering questions

Warm up
COPY & PASTE

Today we will do Level 2 - Rank C - Lesson 14: Answering questions
See
Biz Tip

Lets do a short test. Introduce the features of your product/service to your client.
The student should explain the benefits of the features rather than just the features.

How comfortable are you answering questions after a presentation?
See
Did Taro confuse the question from Kyong?
Biz Tip
What did Taro do before and after he answered Kyongs question?
Try

Act

Wrap up
COPY & PASTE
Bizmates. (bow)
When answering your

customers question, be
sure to check your
understanding of the
question first.
After answering your

customers question,
confirm if your customer is
satisfied with your answer.

Example
Taro: So, thats an overview of our Halogen free wires. Do you have any
questions?
Kyong: Yes, what about its safety?
Taro: No problem. Its very safe to recycle the wire.
Kyong: No, I mean for the driver. For example, does it catch on fire easily?
Taro: I see. No, we do a flammability study to make sure it is as safe as
regular wiring.
Bizmates style
Taro: So, thats an overview of our Halogen free wires. Do you have any
questions?
Kyong: Yes, what about its safety?
Taro: Do you mean when recycling or for the user?
Kyong: I mean for the user. Does it catch on fire easily?
Taro: I see. No, we do a flammability study to make sure it is as safe as
regular wiring. Does that answer your question?
Kyong: Yes, thank you.
Try
Before answering questions about your work from your business partner,
answer these questions.
1. What are some common questions you get in your work?
2. What do you say to confirm that your customer is satisfied with your
answer?
Act
Answer some common questions from a business partner about your work.
154
Level 2 - Rank C - Lesson 15: Handling difficult questions

Warm up
COPY & PASTE

Today we will do Level 2 - Rank C - Lesson 15: Handling difficult questions
Lets do a short test. Answer some questions about your product/service from
your customer.
The student should check his/her understanding of the question before answering and
confirm if the client is satisfied with the answer given.

Do clients sometimes ask you questions that you cant answer?
What do you do in that situation?
See
See
Biz Tip
Dont be pressured to
always have the right
answer. If you dont have
a good answer, you can
get back to your customer
later.
Biz Tip
Do you think Kyong was satisfied with Taros answers?
End your presentation

with an important
message, not just with an
answer to the last
question.
Do you think Kyong was satisfied with Taros answers?
Try
Wrap up
COPY & PASTE
Bizmates. (bow)
Bizmates style
Taro: Are there any other questions?
Kyong: What is the heat resistance of the wire?
Taro: Im sorry, I dont have the exact number now, but I will e-mail you the
specs when I get back to my office. Is that OK?
Kyong: Yes, thats fine. A few months ago, I heard your company had a recall.
Is this OK now?
Taro: Yes, we are terribly sorry about that incident. Since the recall, our
quality assurance team has become very strict. We have new
processes to ensure absolute quality.
Kyong: OK.
Taro: Any more questions? OK, Id like to end this presentation by saying
that I hope for a long business relationship with you and Korean Auto
Systems. Thank you.

1.
2.
3.
4.
5.
Act
Example
Taro: Are there any other questions?
Kyong: What is the heat resistance of the wire?
Taro: Im sorry, but I dont know.
Kyong: A few months ago, I heard your company had a recall. Is this OK now?
Taro: Yes, please dont worry about that.
Kyong: OK.
Taro: Any more questions? OK, thank you.
Im sorry but I dont have the answer with me. Can I get back to you later?
Im sorry but thats confidential information?
Since were running out of time, may I e-mail you my answer?
May I get back to you on that later, so that we can focus on just this topic?
This may not be exactly what youd like to hear, but
Try
Before answering questions about your work from a business partner,

answer these questions.
1. What can you say if you dont know the answer?
2. What can you say if the answer is confidential?
3. What can you say if you dont have enough time to answer the question?
4. What can you say if the question is not related to the presentation topic?
5. What can you say if you know your customer will not be satisfied with your
answer?
Act
Answer some difficult questions about your work from your business
partner.

155
Level 2 - Rank C - Lesson 16: Writing a follow-up e-mail

Warm up
COPY & PASTE

Today we will do Level 2 - Rank C - Lesson 16: Writing a follow-up e-mail
Lets do a short test. Handling difficult questions from clients. What do you say
when you dont know the answer? When you dont have time to answer?
I dont have the answer right now. May I get back to you when I get back to my office?
Since were running out of time, may I e-mail you my answer when I get back to
See
Example
Subject: Confirming our meeting
Dear Mr. Lee,
Biz Tip
A standard thank you email is OK, but try to make
your e-mail a little more
personal.
Thank you for your time today.

Ive attached our specifications for our Halogen-free wires.
Please let me know if you have any questions.

Taro Sato

Do you usually send a thank you e-mail to your clients after a meeting?
What do you say in the e-mail?
See
Do you think Taros e-mail is going to impress Kyong? Why not?
Does Taro sound like hes really interested in doing business with Kyong?
Bizmates style
Biz Tip
Be sure to confirm the key
points you decided and
the action steps you
promised.

Act

Wrap up
COPY & PASTE
Bizmates. (bow)

It was a pleasure meeting you at Korean Auto Systems today. I was

very impressed with your companys new car model and hope that we
can somehow be a part of it.
Here are the specifications of our Halogen-free wires. Ill be sure to
send you an estimate by July 16.
Does Taro sound like hes really interested in doing business with Kyong?
What differences do you notice between the two emails?
Try
Subject: Thank you for your time July 14, 2012

Dear Mr. Lee,
Please let me know if theres any other information you need from us.
Best regards,
Taro Sato
Try
Before writing an e-mail to your business partner, answer these questions.

1. Who did you have an external meeting with recently?
2. What did you talk about in the meeting?
3. Did you come up with any next steps in the meeting?
Act
Write a follow-up e-mail to someone to thank them for their time.

Remember to thank your customer in the opening, state the next steps in
the body, and leave a professional comment in the closing.
156
Level 2 - Rank C - Lesson 17: Closing a deal

Warm up
COPY & PASTE

Today we will do Level 2 - Rank C - Lesson 17: Closing a deal
See
Biz Tip

Lets do a short test. Write a follow-up e-mail to your customer to thank them
for their time.
The student should thank the guest in the opening, state the next steps in the body,
and have a professional comment in the closing.

Do you think its good for salespeople to aggressively push to close a deal? Why
or why not?
See
What approach did Taro take to try to close the deal? (offer a discount)
Do you think the timing was right to offer a discount? (probably not)
Four key points of closing

a deal are information,
feedback, options and
promise.
Biz Tip
Give your customer any
missing information,
include feedback from
satisfied clients, give
options and promise to
give your full commitment.
What additional information did Taro provide Kyong?
What kind of feedback did Taro provide Kyong?
What other option did Taro give Kyong?
What did Taro promise Kyong to do?
Try

Act

Wrap up
COPY & PASTE

Bizmates. (bow)

Example
Taro: What do you think of our estimate?
Kyong: Well, I think it is a fair price, but we are still considering other vendors.
Taro: I see. But Im confident that we have the best solution for you.
Kyong: Yes, I understand. You have been very helpful.
Taro: Is the price too high?
Kyong: Well, we want to make sure that this is the best deal.
Taro: Maybe I can talk to my boss about lowering our price.
Bizmates style
Taro: Did you have a chance to review our estimate?
Kyong: Yes, I think it is a fair price, but we are still considering other vendors.
Taro: I understand. Just for your information, Ive brought the results of our
safety tests. Ive also included some feedback from our current
customers.
Kyong: OK, this is very helpful.
Taro: I also have some information for a cheaper type of wire, but they
arent customizable.
Kyong: Actually, the price is fine. We are more concerned about delivery time.
Taro: If there is a problem with our delivery, you can contact me directly. I
promise I will do everything I can.
Kyong: OK, I trust you, Mr. Sato. I will share this with my boss.
Try
Before answering questions about your product/service from a business

partner, answer these questions.
1. What important information/facts do you have about your
product/service?
2. What options can you offer to a customer?
3. What feedback have you received from other clients about your product?
4. What can you promise to do for your customer?
Act
Close a business deal with a customer by giving information, options,

sample feedback, and making a promise.
157
Level 2 - Rank C - Lesson 18: Handling a complaint

Warm up
COPY & PASTE

Today we will do Level 2 - Rank C - Lesson 18: Handling a complaint
See
Biz Tip

Lets do a short test. What four things should you include when you close a deal?
The student should tell you that instead of aggressively pushing your products on a
client, a more professional method of closing is to provide additional information about
the product, provide feedback from satisfied clients, recommend an alternative
product, and promise commitment.

Have you ever received a direct complaint from a customer?
Do you have a standard way of handling complaints?
See
Rather than just

apologizing, come up with
a solution.
Biz Tip
A simple four-step process
for handling complaints is
to Understand, Apologize,
Take Action, Confirm.
How many times did Taro apologize?
Do you think Kyong feels confident that Taro will solve the problem?
How did Taro show understanding?
What action did Taro promise to take?
Do you think Kyong feels confident that Taro will do something about the
problem?
Try

Act

Wrap up
COPY & PASTE
Bizmates. (bow)

Example
(Taro receives a call from Mr. Lee.)
Taro: Thank you for calling MMB Corp. Taro Sato speaking.
Kyong: Yes, this is Kyong Lee with Korean Auto Systems.
Taro: Good morning, Mr. Lee. Is everything OK?
Kyong: No, there was a mistake in our order.
Taro: Im very sorry about that.
Kyong: We requested 5000 units of FH002, but we received 1000 units of
FH005.
Taro: Im very sorry.
Kyong: We need those parts immediately.
Taro: Im very sorry. We have a new ordering system and its a little
difficult to use because
Bizmates style
(Taro receives a call from Mr. Lee.)
Taro: Thank you for calling MMB Corp. Taro Sato speaking.
Kyong: Yes, this is Kyong Lee with Korean Auto Systems.
Taro: Good morning, Mr. Lee. Is everything OK?
Kyong: No, there was a mistake in our order.
Taro: Please tell me what happened.
Kyong: We requested 5000 units of FH002, but we received 1000 units
of FH005.
Taro: I completely understand that you need those parts immediately
at your factory. Im terribly sorry about that. I will call our shipping
center right away to find out if we can deliver your order immediately.
May I call you back in 15 minutes?
Kyong: Yes, Ill be at my office.
Taro: Thank you for your patience.
Try
Before handling a complaint from your business partner, answer these

questions.
1. What kind of complaints does your company receive from customers?
2. What actions could you take in each of these situations?
Act
Handle a complaint from a customer. Be sure to follow the four

step process.
158
Level 2 - Rank C - Lesson 19: Rebuilding trust

Warm up
COPY & PASTE

Today we will do Level 2 - Rank C - Lesson 19: Rebuilding trust
See
Biz Tip

Lets do a short test. Apologize to your client for a late delivery.
The student should show understanding of the problem, apologize to the client, specify
the action he/she will take, and confirm with the client if its OK.

Some people say a complaint is an opportunity to build trust with the client. Do
you think this is true?
See
Was Taro able to rebuild trust with Kyong?
A complaint is an
opportunity to build trust.
Biz Tip
You can rebuild trust by
following the four steps:
1. Give a sincere apology
2. Give a clear explanation
3. Explain preventative
measures
4. Offer something of
value.
What was the reason for the mistake in delivery?
What action did Taro promise to take?
Was Taro able to rebuild trust with Kyong?
Try

Act

Wrap up
COPY & PASTE
Bizmates. (bow)

Example
(Taro is meeting with Mr. Lee to rebuild trust after a complaint.)
Taro: Mr. Lee, we are very sorry. One of our administrative staff made a
mistake with our new ordering system.
Kyong: I see.
Taro: It wont happen again. I hope you understand.
Kyong: I see.
Bizmates style
(Taro is meeting with Mr. Lee to rebuild trust after a complaint.)
Taro: Mr. Lee, Im terribly sorry for the trouble we caused you. May I please
explain what happened?
Kyong: Yes, I would like to know.
Taro: Last month we installed a new ordering system and some of our
employees are having trouble using the new system. Your order
was mixed up with another order.
Kyong: I see.
Taro: I have reported this problem to Mr. Takeda, the director of shipping,
and he has ordered retraining to all employees in the department. I
assure you that this will not happen again.
Kyong: Thank you for your explanation.
Taro: As a small token, wed like to offer you a 10% discount on your next
order. We hope we can rebuild your trust.
Kyong: I appreciate that.
Try
Before rebuilding your business partners trust, answer these questions.

1. What is a common complaint your company gets from customers?
2. In that situation, what could you offer as a small token?
Act
Rebuild your business partners trust after a complaint.
159
Level 2 - Rank C - Lesson 20: Rank up Test

Warm up
COPY & PASTE
Test
Wrap up
COPY & PASTE
Bizmates. (bow)

Today we will do Level 2 - Rank C - Lesson 20: Rank up Test
Test
Lesson 11: Setting up an appointment

Answer a phone call from a business partner and set up an appointment.

We are going to review all the points you learned from Lessons 11 to 19.
Lesson 12: Listening actively

Use active listening techniques as your business partner explains his/her
needs for your companys products/services.
3. Have the student summarize what he/she has learned and ask some follow-up
questions after each one.
L11: Setting up an appointment
L12: Listening actively
L13: Presenting your products
L14: Answering questions
L15: Handling difficult questions
L16: Writing a follow-up e-mail
L17: Closing a deal
L18: Handling a complaint
L19: Rebuilding trust
Lesson 13: Presenting your products

If the student passes the Rank Up test, congratulate him/her and tell him/her
that he/she may go onto Rank D next time.
If the student fails the Rank Up test, tell the student which lessons he/she needs
to redo, and make note of it for the next trainer.
Lesson 16: Writing a follow-up e-mail
Introduce the features of your product/service to your business partner.
Lesson 14: Answering questions

Answer some common questions from your business partner about your
product/service.
Lesson 15: Handling difficult questions

Answer some difficult questions from your business partner about your
product/service.
Write a follow-up e-mail to your business partner to thank them for their
time.
Lesson 17: Closing a deal

Close a business deal with your business partner by giving information,
options, sample feedback, and making a promise.
Lesson 18: Handling a complaint

Handle a complaint from your business partner. Be sure to follow the fourstep process.
Lesson 19: Rebuilding trust

Rebuild trust with your business partner after a complaint.
160

2 C

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

2 C

Uploaded by

Copyright:

Available Formats

Level 2 - Rank C - Lesson 1: Giving directions to your office

1. Greet the student and introduce yourself if necessary.

6. Have the student practice giving directions.

7. Complete the final activity.

Thank you for studying at

When giving directions,

COPY & PASTE

By saying how long itll

8. Give the student feedback.

Last revision: 9/28/2015

Practice giving directions to the following places.

Level 2 - Rank C - Lesson 2: Greeting your guest

1. Greet the student and introduce yourself if necessary.

2. Test the student by saying:

3. Reinforce the goal of the lesson by asking a few questions like:

When guests visit your

8. Complete the final activity.

9. Give the student feedback.

Last revision: 9/28/2015

Practice making small talk with these topics.

Level 2 - Rank C - Lesson 3: Giving a tour of the office

1. Greet the student and introduce yourself if necessary.

3. Reinforce the goal of the lesson by asking a few questions like:

7. Have the student answer the list of questions.

8. Complete the final activity.

Before giving an office tour to your business partner, answer these

Give a short tour of your office to a business partner.

9. Give the student feedback.

Last revision: 9/28/2015

Level 2 - Rank C - Lesson 4: Making your guest feel comfortable

1. Greet the student and introduce yourself if necessary.

3. Reinforce the goal of the lesson by asking a few questions like:

7. Have the student answer the list of questions.

8. Complete the final activity.

9. Give the student feedback.

Last revision: 9/28/2015

Before making your business partner feel comfortable, answer these

Make your business partner feel comfortable by offering a seat, offering a

Level 2 - Rank C - Lesson 5: Going over the agenda

1. Greet the student and introduce yourself if necessary.

2. Test the student by saying:

At the start of a meeting,

8. Complete the final activity.

Go over a typical agenda in your meeting with your business partner.

9. Give the student feedback.

Last revision: 9/28/2015

Level 2 - Rank C - Lesson 6: Pressing for details

1. Greet the student and introduce yourself if necessary.

2. Test the student by saying:

3. Reinforce the goal of the lesson by asking a few questions like:

If you dont completely

Last revision: 9/28/2015

Practice pressing for details to explain what Skype is.

8. Complete the final activity.

Level 2 - Rank C - Lesson 7: Checking your understanding

1. Greet the student and introduce yourself if necessary.

3. Reinforce the goal of the lesson by asking a few questions like:

8. Complete the final activity.

9. Give the student feedback.

Last revision: 9/28/2015

Before confirming information with your business partner, practice

Confirm information with your business partner as he/she explains a few

Level 2 - Rank C - Lesson 8: Negotiating terms