Vidéo n°3 :

1. Please note and write down the professional Customer Support phrases used in this
conversation.
"Thank you for calling Delonix. This is Nina speaking. How can I help you today?"

"Sure, I'll be happy to assist you. Can I start with your name, please?"

"Thank you, Mr. Morgan. And did you want the invoice mailed out in your name or a company
name?"

"No problem. Can I get the delivery address, please?"

"Thank you, Mr. Morgan. Do you have an email address I can send your receipt and online tracking
to?"

"Great. Now, the 7-inch spotlights are available in 35 watt or 55 watt. Which one do you want?"

"And do you know what color temperature you want for the bolts?"

"For the postage, we have registered post or Express post. Which one were you interested in?"
"Now, all I need is your Visa or MasterCard details, please?"

"Thank you for that. And can you also grab the security number on the card? It's the last three digits
on the back of the card."

"Great. Let me just repeat those details to you."

2. Whats does the client order?

The client orders a pair of 7-inch spotlights in 55 watts with a color temperature of 6,000K.

3. What are the Client's details? (Name, address, email address?

Name: Jeremy Morgan

Delivery Address: 123 Blue Ridge Crescent, Mavale 2106, New South Wales
Email Address: JeremyMorgan@gmail.com

4. Does the client want a 35 or a 55 Watt one ?

The client wants a 55-watt spotlight.

5. What color temperature does he want?

The client wants spotlights with a color temperature of 6,000K (bluish color).
6. Does he choose Express Post or Delivery Post?
The client chooses Express Post for delivery.
7. What is the Visa Card Number?
Visa Card Number: 4321 1234 5678 1234
Expiry Date: 10/14 (October 2014)
Card Security number (Last three digits at the back of the card)
Card Security Number: 123

8. When will the order be shipped? + Expiry date?

The order will be shipped out the same day, and the client is expected to receive it before 12:00
tomorrow Sydney time.