Training​ ​Handout:

GMS​ ​Fashion​ ​&​ ​Showroom

Everyone​ ​is​ ​a​ ​customer,​ ​everyone​ ​is​ ​a​ ​sales​ ​person

1.​ ​CULTURE

EXERCISE​ ​1

1 In​ ​some​ ​countries,​ ​people​ ​tend​ ​to​ ​talk​ ​quite In​ ​other​ ​countries,​ ​people​ ​tend​ ​to​ ​talk​ ​in​ ​a
quickly,​ ​frequently​ ​interrupting​ ​others​ ​in slow​ ​and​ ​considered​ ​way,​ ​rarely
order​ ​to​ ​get​ ​their​ ​ideas​ ​across. interrupting​ ​other​ ​people​ ​when​ ​they​ ​are
talking.
2 In​ ​some​ ​countries,​ ​people​ ​tend​ ​to​ ​talk​ ​quite In​ ​other​ ​countries,​ ​people​ ​tend​ ​to​ ​be​ ​more
loudly​ ​and​ ​are​ ​not​ ​particularly​ ​concerned​ ​if soft-spoken,​ ​and​ ​take​ ​care​ ​to​ ​ensure​ ​that
people​ ​they​ ​do​ ​not​ ​know​ ​overhear​ ​their they​ ​do​ ​not​ ​talk​ ​so​ ​loudly​ ​that​ ​other​ ​people
conversations. can​ ​hear​ ​their​ ​conversations.
3 In​ ​some​ ​countries,​ ​people​ ​use​ ​many In​ ​other​ ​countries,​ ​people​ ​do​ ​not​ ​often​ ​use
physical​ ​gestures​ ​(such​ ​as​ ​smiling​ ​a​ ​lot, many​ ​physical​ ​gestures​ ​(such​ ​as​ ​smiling​ ​a
waving​ ​their​ ​arms​ ​or​ ​banging​ ​the​ ​table)​ ​to lot,​ ​waving​ ​their​ ​arms​ ​or​ ​banging​ ​the​ ​table).
emphasize​ ​what​ ​they​ ​are​ ​saying​ ​and​ ​to Instead,​ ​they​ ​use​ ​words​ ​and​ ​their​ ​tone​ ​of
communicate​ ​important​ ​ideas​ ​and​ ​feelings. voice​ ​to​ ​communicate​ ​important​ ​ideas​ ​and
information.
4 In​ ​some​ ​countries,​ ​demonstrating​ ​interest In​ ​other​ ​countries,​ ​demonstrating​ ​respect
in​ ​what​ ​other​ ​people​ ​have​ ​to​ ​say​ ​means for​ ​other​ ​people​ ​means​ ​trying​ ​to​ ​avoid​ ​too
maintaining​ ​good​ ​eye​ ​contact​ ​with​ ​them much​ ​direct​ ​or​ ​close​ ​eye​ ​contact​ ​while​ ​they
when​ ​they​ ​are​ ​talking. are​ ​speaking.
5 In​ ​some​ ​countries,​ ​even​ ​people​ ​who​ ​do​ ​not In​ ​other​ ​countries,​ ​people​ ​are​ ​taught​ ​not​ ​to
know​ ​each​ ​other​ ​very​ ​well​ ​will​ ​hold​ ​hands, touch​ ​other​ ​people​ ​they​ ​do​ ​not​ ​know,​ ​and
embrace,​ ​place​ ​their​ ​arms​ ​around​ ​each will​ ​try​ ​to​ ​avoid​ ​physical​ ​contact​ ​with
other's​ ​shoulders,​ ​or​ ​touch​ ​each​ ​other​ ​on strangers​ ​wherever​ ​possible.
the​ ​arms.
6 In​ ​some​ ​countries,​ ​when​ ​people​ ​talk​ ​to In​ ​other​ ​countries,​ ​when​ ​people​ ​talk​ ​to​ ​each
each​ ​other​ ​they​ ​stand​ ​or​ ​sit​ ​a​ ​considerable other​ ​than​ ​stand​ ​or​ ​sit​ ​very​ ​close​ ​to​ ​each
distance​ ​apart,​ ​sometimes​ ​as​ ​much​ ​as​ ​50 other​ ​-​ ​sometimes​ ​so​ ​close​ ​that​ ​they​ ​are
cm. almost​ ​touching​ ​the​ ​other​ ​person.
7 In​ ​some​ ​countries,​ ​people​ ​are​ ​direct​ ​and In​ ​other​ ​countries,​ ​people​ ​are​ ​less​ ​direct​ ​in
frank​ ​in​ ​the​ ​way​ ​they​ ​speak.​ ​They​ ​will​ ​give the​ ​way​ ​they​ ​speak.​ ​They​ ​will​ ​often​ ​avoid
their​ ​personal​ ​opinions​ ​freely,​ ​regardless​ ​of giving​ ​their​ ​personal​ ​opinions​ ​unless​ ​they
whom​ ​they​ ​are​ ​talking​ ​to,​ ​and​ ​will​ ​often know​ ​the​ ​people​ ​they​ ​are​ ​talking​ ​to​ ​well,
criticize​ ​other​ ​people​ ​directly​ ​if​ ​necessary. and​ ​will​ ​try​ ​to​ ​avoid​ ​saying​ ​things​ ​that​ ​might
come​ ​across​ ​as​ ​too​ ​critical​ ​of​ ​others.
8 In​ ​some​ ​countries,​ ​people​ ​write​ ​e-mails​ ​or In​ ​other​ ​countries,​ ​people​ ​sometimes​ ​write
faxes​ ​that​ ​are​ ​as​ ​short,​ ​direct​ ​and​ ​factual​ ​as e-mails​ ​or​ ​faxes​ ​in​ ​a​ ​less​ ​direct​ ​and​ ​wordier
possible.​ ​They​ ​pose​ ​questions​ ​directly​ ​and way.​ ​They​ ​often​ ​don't​ ​feel​ ​the​ ​need​ ​to​ ​spell
ask​ ​for​ ​information​ ​in​ ​an​ ​explicit​ ​and out​ ​precisely​ ​and​ ​unambiguously​ ​the
unambiguous​ ​way. information​ ​they​ ​require.

1
9 In​ ​some​ ​countries,​ ​people​ ​often​ ​prefer​ ​to
use​ ​e-mails,​ ​faxes,​ ​letters​ ​or​ ​other​ ​forms​ ​of
written​ ​communication​ ​to​ ​pass​ ​on
important​ ​information​ ​and​ ​make​ ​sure​ ​they
get​ ​the​ ​response​ ​they​ ​want.
10 In​ ​some​ ​countries,​ ​learning​ ​foreign
languages​ ​(particularly​ ​English)​ ​forms​ ​a​ ​big
part​ ​of​ ​the​ ​educational​ ​curriculum.​ ​People
from​ ​these​ ​countries​ ​often​ ​speak​ ​other
languages​ ​very​ ​well.
11 In​ ​some​ ​countries,​ ​people​ ​are​ ​happy​ ​to​ ​talk
about​ ​their​ ​personal​ ​and​ ​family​ ​life​ ​with
their​ ​colleagues​ ​at​ ​work.​ ​They​ ​are​ ​also
inclined​ ​to​ ​ask​ ​other​ ​people​ ​questions
about​ ​their​ ​private​ ​and​ ​family​ ​life,​ ​even​ ​if
they​ ​do​ ​not​ ​know​ ​them​ ​very​ ​well.
12 In​ ​some​ ​countries,​ ​people​ ​like​ ​to​ ​make
'small​ ​talk'​ ​(that​ ​is,​ ​talk​ ​about​ ​the​ ​weather,
football,​ ​politics)​ ​before​ ​they​ ​start​ ​talking
about​ ​business.
13 In​ ​some​ ​countries,​ ​people​ ​are​ ​happy​ ​to​ ​talk
about​ ​their​ ​accomplishments​ ​without
embarrassment​ ​or​ ​shame.​ ​They​ ​think​ ​it​ ​is
polite​ ​and​ ​honest​ ​to​ ​describe​ ​what​ ​they
have​ ​achieved​ ​in​ ​their​ ​lives.
14 In​ ​some​ ​countries,​ ​people​ ​will​ ​try​ ​to​ ​remain
as​ ​reasonable,​ ​rational​ ​and​ ​dispassionate
as​ ​possible​ ​during​ ​business​ ​discussions​ ​and
conversations.​ ​They​ ​believe​ ​that​ ​the​ ​best
way​ ​to​ ​remain​ ​objective​ ​is​ ​to​ ​argue​ ​based
on​ ​facts​ ​and​ ​talk​ ​from​ ​the​ ​head,​ ​not​ ​from
the​ ​heart.
15 In​ ​some​ ​countries,​ ​people​ ​are​ ​happy
cracking​ ​jokes​ ​and​ ​telling​ ​funny​ ​stories​ ​at
work​ ​or​ ​in​ ​business​ ​situations,​ ​even​ ​with
people​ ​they​ ​do​ ​not​ ​know​ ​very​ ​well.
16 In​ ​some​ ​countries,​ ​people​ ​tend​ ​to
communicate​ ​in​ ​an​ ​informal​ ​way,​ ​using​ ​first
names​ ​at​ ​work​ ​or​ ​when​ ​dealing​ ​with
customers​ ​and​ ​colleagues.​ ​People​ ​rarely
use​ ​formal​ ​titles​ ​(like​ ​Mr​ ​or​ ​Mrs,​ ​Doctor,
Engineer,​ ​Architect).
In​ ​other​ ​countries,​ ​people​ ​often​ ​prefer​ ​to
use​ ​face-to-face​ ​discussions,​ ​telephone​ ​calls
or​ ​other​ ​forms​ ​of​ ​spoken​ ​communication​ ​to
pass​ ​on​ ​important​ ​information​ ​and​ ​make
sure​ ​they​ ​get​ ​the​ ​response​ ​they​ ​want.
In​ ​other​ ​countries,​ ​learning​ ​foreign
languages​ ​is​ ​not​ ​an​ ​important​ ​part​ ​of​ ​the
educational​ ​curriculum.​ ​People​ ​from​ ​these
countries​ ​often​ ​do​ ​speak​ ​other​ ​languages
very​ ​well.
In​ ​other​ ​countries,​ ​people​ ​prefer​ ​to​ ​keep
their​ ​private​ ​life​ ​and​ ​their​ ​work​ ​life
separate.​ ​They​ ​do​ ​not​ ​tend​ ​to​ ​ask​ ​questions
or​ ​talk​ ​about​ ​personal​ ​and​ ​family​ ​life​ ​at
work,​ ​unless​ ​it​ ​is​ ​with​ ​close​ ​colleagues​ ​who
they​ ​know​ ​well.
In​ ​other​ ​countries,​ ​people​ ​like​ ​to​ ​get
straight​ ​into​ ​business​ ​without​ ​bothering
with​ ​too​ ​much​ ​'small​ ​talk'​ ​(that​ ​is,​ ​talk
about​ ​the​ ​weather,​ ​football,​ ​politics).
In​ ​other​ ​countries,​ ​people​ ​feel
uncomfortable​ ​talking​ ​about​ ​what​ ​they
have​ ​accomplished.​ ​They​ ​think​ ​it​ ​is​ ​polite
and​ ​courteous​ ​to​ ​keep​ ​quiet​ ​about​ ​their
attainments.
In​ ​other​ ​countries,​ ​people​ ​feel​ ​comfortable
following​ ​their​ ​feelings​ ​and​ ​intuition​ ​during
business​ ​discussions​ ​and​ ​conversations.
They​ ​believe​ ​that​ ​the​ ​best​ ​way​ ​to​ ​get​ ​their
message​ ​across​ ​is​ ​to​ ​talk​ ​with​ ​passion​ ​and
conviction,​ ​even​ ​if​ ​this​ ​sometimes​ ​comes
across​ ​as​ ​being​ ​emotional.
In​ ​other​ ​countries,​ ​people​ ​think​ ​work​ ​is​ ​a
serious​ ​place​ ​to​ ​be​ ​and​ ​try​ ​to​ ​avoid​ ​making
jokes​ ​or​ ​telling​ ​funny​ ​stories​ ​unless​ ​they
know​ ​the​ ​other​ ​person​ ​very​ ​well.
In​ ​other​ ​countries,​ ​people​ ​tend​ ​to​ ​use
formal​ ​titles​ ​(like​ ​Mr​ ​or​ ​Mrs,​ ​Doctor,
Engineer,​ ​Architect)​ ​at​ ​work,​ ​or​ ​when
dealing​ ​with​ ​customers​ ​and​ ​colleagues,
people​ ​tend​ ​to​ ​use​ ​first​ ​names​ ​mainly​ ​with
family​ ​and​ ​close​ ​friends.
2
EXERCISE​ ​2

1​st​​ ​email​ ​from​ ​Customer​ ​on​ ​1​ ​August

Subject:​ ​Delivery​ ​Problem​ ​–​ ​Order​ ​No.​ ​123-123-AB

Dear​ ​Peter,
We​ ​received​ ​the​ ​packing​ ​list​ ​of​ ​the​ ​above​ ​order​ ​which​ ​will​ ​be​ ​delivered​ ​on​ ​3rd
​
August​ ​2017.​ ​ However,​ ​your​ ​list​ ​states​ ​that​ ​the​ ​consignment​ ​contained​ ​240
pcs​ ​of​ ​dress​ ​by​ ​style​ ​number​ ​123​ ​only.​ ​ According​ ​to​ ​our​ ​original​ ​order​ ​there
should​ ​also​ ​be​ ​200​ ​pcs​ ​of​ ​denim​ ​pants​ ​of​ ​style​ ​456​ ​on​ ​the​ ​same​ ​shipment​ ​date.
Please​ ​kindly​ ​advise

Best​ ​Regards,
Mary

2​nd​​ ​mail​ ​from​ ​Customer​ ​on​ ​7th​

​ ​ ​ August

Subject:​ ​Delivery​ ​Problem​ ​–​ ​Order​ ​No.​ ​123-123-AB

Dear​ ​Peter,
We​ ​have​ ​sent​ ​an​ ​email​ ​to​ ​you​ ​on​ ​1st​​ ​ ​ August​ ​regarding​ ​incorrect​ ​delivery​ ​items
and​ ​information.​ ​ The​ ​style​ ​no.​ ​456​ ​(200​ ​pcs​ ​denim​ ​pants)​ ​is​ ​now​ ​overdue​ ​and
we​ ​haven’t​ ​heard​ ​feedback​ ​from​ ​you​ ​to​ ​confirm​ ​a​ ​definite​ ​delivery​ ​date​ ​and
the​ ​reason​ ​for​ ​delay.​ ​
After​ ​discussions​ ​with​ ​our​ ​Sales​ ​Manager​ ​we​ ​will​ ​consider​ ​canceling​ ​order​ ​and
termination​ ​our​ ​business​ ​with​ ​your​ ​company​ ​unless​ ​we​ ​urgently​ ​receive​ ​your
clear​ ​response.
Best​ ​Regards,
Mary

Peter’s​ ​reply​ ​on​ ​8th​

​ ​ ​ August

Subject:​ ​Delivery​ ​Problem​ ​–​ ​Order​ ​No.​ ​123-123-AB

Dear​ ​Mary,
Due​ ​to​ ​insufficient​ ​workers​ ​in​ ​the​ ​factory​ ​the​ ​200pcs​ ​denim​ ​pants​ ​will​ ​be
delayed​ ​in​ ​shipment​ ​to​ ​15​th​​ ​August.​ ​

Best​ ​Regards,
Peter

3
Exercise​ ​3

Hi​ ​Peter,​ ​hi​ ​Mary,

​Re.​ ​AA-01-B101​ ​Delivery​ ​Issue

Sorry​ ​to​ ​inform​ ​you​ ​that​ ​we​ ​have​ ​just​ ​received​ ​the​ ​final​ ​inspection​ ​report​ ​for
above​ ​style​ ​which​ ​unfortunately​ ​has​ ​failed.​ ​ The​ ​factory​ ​needs​ ​to​ ​repair​ ​goods
and​ ​we​ ​will​ ​do​ ​a​ ​further​ ​inspection​ ​next​ ​week.

This​ ​means​ ​they​ ​cannot​ ​catch​ ​the​ ​original​ ​delivery​ ​on​ ​ETD​ ​01/08,​ ​and​ ​need​ ​to
postpone​ ​1​ ​week​ ​delivery​ ​and​ ​ship​ ​together​ ​with​ ​AB-17-C805​ ​and​ ​CD-18-D906
on​ ​ETD​ ​13/08.

Below​ ​highlighted​ ​for​ ​your​ ​reference,​ ​kindly​ ​help​ ​to​ ​check​ ​and​ ​keep​ ​us​ ​post
comments.​ ​Thanks!

Best​ ​Regards,

John

4
Exercise​ ​4

Role​ ​Play

Get​ ​into​ ​groups​ ​of​ ​4​ ​(or​ ​3​ ​if​ ​necessary).​ ​ ​You​ ​have​ ​approximately​ ​15​ ​minutes​ ​to​ ​work​ ​out​ ​the​ ​best
way​ ​to​ ​handle​ ​a​ ​meeting​ ​situation​ ​with​ ​a​ ​particular​ ​representative​ ​of​ ​one​ ​of​ ​our​ ​customers​ ​who​ ​is
coming​ ​to​ ​the​ ​Bangladesh​ ​office.​ ​ ​And​ ​then​ ​act​ ​out​ ​to​ ​the​ ​rest​ ​of​ ​the​ ​groups.

One​ ​of​ ​you​ ​is​ ​the​ ​Customer​ ​and​ ​the​ ​rest​ ​will​ ​be​ ​yourselves​ ​!​ ​(as​ ​much​ ​as​ ​possible)

Group​ ​A

Your​ ​visitor​ ​is​ ​a​ ​Board​ ​Director​ ​from​ ​a​ ​German​ ​company.​ ​ ​He/She​ ​is​ ​very​ ​experienced​ ​in​ ​production​ ​and​ ​sourcing
with​ ​decades​ ​of​ ​experience​ ​all​ ​over​ ​the​ ​world.

He​ ​has​ ​a​ ​very​ ​busy​ ​schedule​ ​and​ ​needs​ ​to​ ​get​ ​straight​ ​to​ ​the​ ​point​ ​before​ ​leaving​ ​for​ ​the​ ​airport.

He​ ​has​ ​concerns​ ​that​ ​there​ ​have​ ​been​ ​a​ ​lot​ ​of​ ​delays​ ​in​ ​recent​ ​shipments​ ​from​ ​Bangladesh​ ​but​ ​mostly​ ​because
his/her​ ​staff​ ​have​ ​anecdotally​ ​said​ ​so.

What​ ​do​ ​you​ ​need​ ​to​ ​prepare​ ​in​ ​advance​ ​of​ ​the​ ​meeting​ ​and​ ​how​ ​will​ ​you​ ​respond​ ​to​ ​his
questioning?

5
Group​ ​B

Your​ ​visitor​ ​is​ ​in​ ​Bangladesh​ ​for​ ​the​ ​first​ ​time.​ ​ ​They​ ​are​ ​a​ ​designer​ ​for​ ​a​ ​young​ ​fashion​ ​brand​ ​in​ ​Europe​ ​which​ ​is
known​ ​for​ ​being​ ​very​ ​creative​ ​and​ ​innovative.​ ​ ​They​ ​do​ ​not​ ​have​ ​well​ ​developed​ ​tech​ ​packs​ ​or​ ​development
systems​ ​and​ ​they​ ​work​ ​very​ ​fast.

She​ ​does​ ​not​ ​have​ ​much​ ​experience​ ​in​ ​working​ ​directly​ ​with​ ​overseas​ ​offices​ ​and​ ​factories​ ​but​ ​has​ ​clear
guidance​ ​from​ ​her​ ​company​ ​to​ ​work​ ​with​ ​suppliers​ ​who​ ​can​ ​be​ ​creative,​ ​flexible,​ ​quick​ ​in​ ​development.​ ​ ​They
place​ ​orders​ ​very​ ​quickly​ ​and​ ​expect​ ​the​ ​suppliers​ ​(GMS)​ ​to​ ​take​ ​care​ ​of​ ​a​ ​lot​ ​of​ ​the​ ​planning,​ ​scheduling​ ​and
approval​ ​chasing.

What​ ​preparation​ ​should​ ​you​ ​make​ ​for​ ​the​ ​meeting​ ​and​ ​how​ ​would​ ​you​ ​guide​ ​her​ ​through​ ​the​ ​best
way​ ​to​ ​work​ ​in​ ​Bangladesh​ ​considering​ ​that​ ​way​ ​her​ ​company​ ​operates?

6
Group​ ​C

Your​ ​visitor​ ​is​ ​a​ ​buyer​ ​for​ ​a​ ​German​ ​brand​ ​who​ ​sells​ ​exclusively​ ​on-line.​ ​ ​They​ ​don’t​ ​have​ ​a​ ​full​ ​design​ ​or​ ​technical
team​ ​and​ ​instead​ ​send​ ​out​ ​moods​ ​boards​ ​and​ ​photos​ ​of​ ​items​ ​they​ ​like​ ​from​ ​other​ ​brands​ ​and​ ​retailers​ ​in
advance​ ​of​ ​their​ ​visit.

They​ ​expect​ ​the​ ​supplier​ ​(GMS)​ ​to​ ​use​ ​that​ ​inspiration​ ​to​ ​gather​ ​samples,​ ​fabrics,​ ​etc​ ​and​ ​be​ ​prepared​ ​to​ ​confirm
orders​ ​on​ ​the​ ​spot.​ ​ ​They​ ​will​ ​place​ ​good​ ​quantities​ ​but​ ​need​ ​immediate​ ​answers​ ​to​ ​their​ ​questions.

How​ ​would​ ​you​ ​prepare​ ​for​ ​this​ ​meeting?

7
Exercise​ ​5
Negotiation​ ​Styles

Give​ ​a​ ​real​ ​life​ ​(work​ ​or​ ​personal)​ ​example​ ​of​ ​each​ ​type​ ​of​ ​negotiation​ ​style:

Auction

_______________________________________________________________________________________________________________
_______________________________________________________________________________________________________________
_______________________________________________________________________________________________________________

Hard​ ​Bargaining

_______________________________________________________________________________________________________________
_______________________________________________________________________________________________________________
_______________________________________________________________________________________________________________

Concession​ ​Trading

_______________________________________________________________________________________________________________
_______________________________________________________________________________________________________________
_______________________________________________________________________________________________________________

Win​ ​Win

_______________________________________________________________________________________________________________
_______________________________________________________________________________________________________________
_______________________________________________________________________________________________________________

High​ ​Dependency

_______________________________________________________________________________________________________________
_______________________________________________________________________________________________________________
_______________________________________________________________________________________________________________

8
TRAINING​ ​RECAP

Homework
(200​ ​words)
After​ ​having​ ​learnt​ ​more​ ​about​ ​our​ ​customers’​ ​cultures,​ ​you​ ​have​ ​a​ ​German​ ​customer​ ​coming​ ​to​ ​your
country​ ​for​ ​a​ ​business​ ​trip.​ ​What​ ​do​ ​you​ ​think​ ​are​ ​the​ ​typical​ ​challenges​ ​or​ ​even​ ​problems​ ​the​ ​German​ ​buyer
will​ ​face?​ ​What​ ​would​ ​you​ ​tell​ ​your​ ​German​ ​customer​ ​to​ ​look​ ​out​ ​for​ ​and​ ​how​ ​to​ ​best​ ​prepare​ ​for​ ​his​ ​trip​ ​to
your​ ​country?

[send​ ​to:​ ​Jana.Lorch@gms-showroom.com​​ ​until​ ​Friday,​ ​September​ ​8]

_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________