Role play – Introductions and discussions at a business meeting

Situation - You work at a company called “Frio Express” in Mexico. Your company transports
refrigerated goods nationally and internationally. At the moment you have several customers and all
of them are happy except for one. He/She is from “Meat Industries” in Dallas, Texas which imports
meat from Mexico and unfortunately every order that has been sent to them has had problems.

 The first order was delayed by 24 hours.

 The second shipment was incorrect.
 The third order had the incorrect invoice report (you charged them too much money)

This situation is not good, your client is thinking about changing companies and using one of you
competitors. You are going to have a meeting where it is up to you to……

1. Reassure the client that all future deliveries will be without problems.
2. Address all the problems and create solutions.
3. You need to maintain a good relationship with this customer. You want them to leave
happy!

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Role A - You work at Frio Express in Aguascalientes, you are meeting an American client who
makes very large orders with your company. You want to sort out the problems and make a good
impression.

Problems Solutions
The first order was delayed by 24 hours.

The second shipment was incorrect.

The third order had the incorrect invoice report

(you charged them too much money)

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Role B - You are an American business man/woman meeting with your Mexican supplier (Frio
Express). You have had problems with deliveries and hope to resolve the problem at the meeting
you are attending. You are angry and upset.

Problems Solutions
The first order was delayed by 24 hours.

The second shipment was incorrect.

The third order had the incorrect invoice report

(you charged them too much money)
Useful phrases you could use to start the meeting

A Hello. Let me introduce myself, I am ……………. from ……………. Nice to

meet you.
B I don’t think we have met before. I am…………… from ……………. Nice to
meet you too.
A How was your journey? Did you arrive here ok?

B Yes it was fine, there was very little traffic

A Please follow me, we can sit in my office and discuss the current problems that
you have been experiencing. I cannot apologise enough fot the problems, but I
promise that everything will be resolved by the end of this meeting.

So please tell me exactly what problems you have been experiencing.

B