[PS4PR]
[UNCLEAR] cos I got the earphones . Oh no that 's a point it wo n't just , I ca n't
WMN: KGU_847
Dialogue: KGU
[KGUPSUNK]
Well
[PS4PR]
hear what they say .
[KGUPSUNK]
[UNCLEAR]
[PS4PN]
Cos sometimes these
[PS4PR]
[UNCLEAR]
[PS4PN]
Walkmans have a built-in speaker something like that .
[PS4PR]
Yes . But I thin , this one has n't so
[KGUPSUNK]
I can put it all down [UNCLEAR] .
[PS4PR]
Are you following it ? Did you hear it on the radio this morning about the research that the , these people are doing ?
[KGUPSUNK]
No .
[PS4PR]
They were talking about language on Radio Four and erm what people e , it is n't anything to do with the training course we 're on , it 's the language . It 's nothing to do with T N T or anything er at all , it 's just er they that organization has wro written to a number of large companies and asked them to er record er , so many , er tapes so they can analyse it . But really they 're looking at the the er sounds you 're making and the language you 're using rather what , they 're not interested in what we 're saying .
[KGUPSUNK]
[UNCLEAR] what people ? What age ?
[PS4PN]
[UNCLEAR] on me .
[PS4PP]
What is it for ?
[PS4PR]
[UNCLEAR]
[PS4PP]
[PS4PR]
And I wo n't ask you what situation
[PS4PN]
[PS4PR]
you were in when you found that out .
[PS4PP]
[PS4PR]
Right . Let's have a look at what yo , who 's gon na represent us on the old er features and benefits this morning ?
[PS4PP]
Phil .
[PS4PR]
It 's gon na be Phil .
[PS4PR]
Oh right Phil .
[PS4PW]
[PS4PR]
Elected .
[PS4PR]
Good old Phil .
[PS4PR]
Okay . What did we
[KGUPSUNK]
[PS4PR]
have ?
[KGUPSUNK]
[PS4PN]
Good of you to volunteer Phil ?
[PS4PW]
Sorry ?
[PS4PN]
Good of you to volunteer .
[PS4PW]
It was , were n't it ?
[PS4PT]
[PS4PR]
Do you want me to , to write it up for you
[PS4PW]
Yeah
[PS4PR]
somewhere ? Yeah ?
[PS4PW]
Yeah . Yeah .
[PS4PR]
Can you talk us through
[PS4PW]
Well this is
[PS4PR]
them ?
[PS4PW]
what I 've done , I done about seventeen of them .
[PS4PR]
Right .
[PS4PW]
Well we done about seventeen of them but mainly on the super mail side but we stick to the one sort of with
[KGUPSUNK]
[PS4PR]
Yeah .
[PS4PW]
Erm on the first one it 's the before nine service er basically
[PS4PR]
Yeah .
[PS4PW]
a benefit for the customer that it is a guarantee before nine . Erm it is obviously beneficial particularly for banks and financial institutions to use
[PS4PR]
In what way ?
[PS4PW]
Well they start work quite early and they can get cheques processed erm situations like that .
[PS4PR]
Yeah . So what
[PS4PW]
And then
[PS4PR]
what , what 's the benefit then ? Just , what is the benefit .
[KGUPSUNK]
It 's there at the start of a new day .
[PS4PR]
See
[PS4PW]
It 's there somehow .
[PS4PR]
that 's the benefit ? Describing the feature is only describing the feature .
[PS4PW]
Mhm .
[PS4PR]
Before means , nine , means your getting it there before nine you said and er , that means it 's there nice and early . That 's describing a feature .
[KGUPSUNK]
Mm .
[PS4PR]
The benefit of getting it there early and a little leap word which takes you from a feature to a benefit
[PS4PW]
Which means
[PS4PR]
Well done . Which means that so you have to make
[KGUPSUNK]
Ah ah .
[PS4PR]
it into sentences by a little leap word
[PS4PW]
Actually I 've got it on here but I just do n't like saying it all the time . I 've got a
[PS4PR]
Ah ah !
[PS4PW]
I 've got it on top of bank though .
[PS4PR]
Okay .
[PS4PW]
Right .
[PS4PR]
Before nine
[PS4PV]
You just wrote that though .
[PS4PW]
Eh ?
[PS4PV]
You just wrote that .
[PS4PW]
Yeah .
[PS4PV]
[PS4PR]
Which means you , that you can start what was your words Jenny ?
[PS4PU]
So you can start the working day .
[PS4PR]
means that it 's ready for the start of the working day giving you a
[PS4PW]
Eh ?
[PS4PR]
that 's the real benefit . Alright .
[PS4PW]
[PS4PR]
There at the start of the working day , giving you , you 've got ta say that next step and tell them , okay , if you can say so what , you have n't told them the benefit . Okay ? So what ? Let's see how many so whats you can come up with after this . Okay . Go on . So what 's the next one ?
[PS4PW]
Again , before ten thirty it is a guaranteed service before ten thirty which is a benefit .
[PS4PR]
No . Before ten thirty guaranteed is a feature . It is built in by design . We build that in . If you build it in by design , like we build this in
[PS4PW]
[PS4PR]
and the design of that was so that it will stay on , built in by design . And should stay on . Which means that what did we say yesterday ?
[KGUPSUNK]
[UNCLEAR]
[PS4PR]
Right .
[KGUPSUNK]
[UNCLEAR]
[PS4PR]
And therefore helps with your presentation simply . That 's the benefit . Right . So , the fact that it 's guaranteed that , we 've actually built that in by design which makes it a feature .
[KGUPSUNK]
Mm mm .
[PS4PR]
What he , what the customer gets out of that is what ? So
[PS4PW]
Well , on , on the ten , ten thirty one
[PS4PR]
Yeah .
[PS4PW]
I 've put it very similar to that of the nine o'clock one really .
[PS4PR]
Which it , it is . It 's still
[PS4PW]
Yeah I 've I
[PS4PR]
the elements of time really , yeah ?
[PS4PW]
That 's it . It 's just cos I , I could n't do a lot more about that one .
[PS4PR]
What other things , what other things other than giving them actually
[PS4PP]
Cheaper . They 're paying less
[PS4PW]
Well it 's , it 's an option
[PS4PP]
and they might
[PS4PW]
as well is n't it ? They got an option .
[PS4PP]
sometimes get it before
[PS4PT]
Nine .
[PS4PP]
nine . Yeah .
[PS4PR]
It gives them , what does , what does options give you ?
[PS4PW]
A choice .
[PS4PU]
A choice .
[PS4PR]
It 's choice , and I feel I 'm , I 'm able to choose what does that make me feel ?
[PS4PP]
Good .
[PS4PW]
[UNCLEAR]
[KGUPSUNK]
In charge .
[PS4PR]
In charge . Can I use the word control now then ? Yeah ? You 're saying in charge is sort of like , I am in charge which is like this .
[PS4PW]
It is if you make the customer feel they are literally
[PS4PR]
That 's right .
[PS4PU]
Yeah .
[PS4PW]
in charge of their
[PS4PR]
Now
[PS4PW]
service .
[PS4PU]
They like that .
[PS4PR]
I like to know what 's happening . Yeah . Adrian
[PS4PP]
Yeah .
[PS4PR]
said look Ka Kath , got ta get to Plymouth tonight , I need to know . Cos you , here he needs to know as well , do n't you ? You sit here today knowing that something 's gon na be done . Because it could n't wait until lunchtime and that , that 's perfectly understandable because he wants to feel in control of what 's going to happen to some degree , rather than just be at the mercy of someone else 's position . He wants to be part , you know , influence that decision , and that 's important to all of us is n't it ? To know where we stand . You know people say , I like to know where we stand . I like to know whe , know where I stand . People love the feeling of being in control . And the before nine guarantees , just give them the time factor again . Er , that enables that they choose how much time they need , er because it , do I need to go that time or that time ? And that gives them control . And as you say it 's one of the best things that they want . Because , when you subcontract it out , has anybody changed hairdressers ? Or changed banks ? Use a service where they 've changed before now ?
[KGUPSUNK]
Mm .
[PS4PR]
Was there an element of risk involved ? Were you a bit concerned at the time making the decision ? Worrying about what might happen ? And everybo , when you contract out something , when you ask someone else to do something for you . Ooh oh ! There 's just that doubt . Obviously , repeat experiences , good ones , gives you peace of mind . But what I 'm saying is , it 's this that you really want . And becau , that 's one of the most valuable benefits you can give a customer time and control . Any more ?
[PS4PW]
Yeah the er , the noon one .
[PS4PR]
Mhm .
[PS4PW]
You 're fo , guaranteed
[PS4PR]
Oh yeah .
[PS4PW]
before noon .
[PS4PR]
Oh sorry . The noon , yeah . Again , we come into which means that what ?
[PS4PW]
Well it 's , I put down on here that er , it 's a benefit for customers that possibly their shops close half day where they can have collections , er sorry deliveries in the morning so that they 've got benefit of having deliveries A M
[PS4PR]
Right .
[PS4PW]
only .
[PS4PR]
Well done . Again , we 're back to being involved
[PS4PW]
Choice , yeah .
[PS4PR]
and choice . Well done . Yeah .
[PS4PW]
And als , erm and on them three services is what we said a few moments ago , they got the choice of three different options .
[PS4PR]
Right .
[PS4PW]
So that the
[PS4PR]
Really , you 're giving them time and control and it 's up to you , it 's an alternative choice on the whole thing .
[PS4PW]
I du n no whether a price would be a feature or a benefit . I mean it 's got ta be
[PS4PR]
I think
[PS4PW]
a benefit
[PS4PR]
Yes .
[PS4PW]
to them .
[PS4PR]
Be , yes certainly . But obviously people always receives the choice does n't it ? If , well it 's a value judgement they make is n't it ? But I do n't think selling price saving is a , I do n't think putting money up front first is a good idea .
[PS4PW]
No .
[PS4PW]
Because if you put it up front first , what do we now discuss everything around ?
[KGUPSUNK]
Money .
[PS4PR]
Money .
[PS4PW]
That 's right , yeah .
[PS4PR]
D' ya see what I mean ?
[PS4PS]
That dictates .
[PS4PR]
That 's right . What I 'm saying is , you always assume that that is people 's er albeit , which it is obviously is n't it ? But
[PS4PS]
You 're detracting from the real issue of their needs .
[PS4PR]
That 's right . That 's right . Why , I mean it might not be worth anything , I mean , you know , it 's a value , you ca n't , you ca n't start influencing them about money to early , because it 's the value benefit of that that they 're really looking at . So I would keep money well out of it .
[PS4PW]
Last thing in n it , really ?
[PS4PR]
Yeah . Because when he makes out mu , bi how much is this worth ? Is what , is where the money thing is coming in not , how much he saves on the level of service . And then he makes a value judgement . Is it worth it ? No . You get a taxi sometimes do n't you ? To places . You do n't have to go in your own transport . What 's the deciding factor ? Are there special taxis ?
[KGUPSUNK]
Mhm .
[PS4PR]
No . Is it worth it sometimes ?
[KGUPSUNK]
Yeah it is .
[PS4PR]
Would you use it as an everyday mode of transport ? Yeah .
[KGUPSUNK]
Mm mm .
[PS4PR]
You see what I mean ? Some people do . Some people get taxis everywhere . Do their shopping with a taxi [UNCLEAR] . Because for some people there may be a value judgement made about it . I do n't know . But what I 'm saying is , is that everybody makes their own value judgement and be careful that you 're not making , imposing your value onto them . Th they 're free to judge . Yeah ? Next one ?
[PS4PW]
Saturday Saturday delivery .
[PS4PR]
Right .
[PS4PW]
Erm , again it 's an option for them to have if need be . Er , but I 've put down here that erm but possibly some retail outlets although the Saturday is the busiest day of their week they might important merchandise to arrive particularly at , you know , Jaeger shops , expensive shops where like the price of the item warrants paying a Saturday surcharge .
[PS4PR]
Alright .
[PS4PW]
So certain areas can have delivery Saturday .
[PS4PR]
What are the things apart from the value of the item ones in erm you 're right Phil , by the way I 'm not saying you 're wrong .
[KGUPSUNK]
The urgency of the package .
[PS4PW]
Convenience .
[KGUPSUNK]
If a restaurant needed a microwave cos they 're open all weekend [UNCLEAR] they could n't wait till Monday .
[PS4PR]
Well what about erm working weeks for industry and commerce .
[KGUPSUNK]
A lot of
[KGUPSUNK]
Six
[KGUPSUNK]
a lot of factories
[KGUPSUNK]
Yeah .
[KGUPSUNK]
do open on a Saturday
[PS4PS]
That 's right .
[KGUPSUNK]
and they do n't actually do collections , they do n't actually do , do any production .
[PS4PR]
What do they do ?
[KGUPSUNK]
They do all the
[KGUPSUNK]
Cleaning .
[KGUPSUNK]
clean up on a Saturday .
[PS4PR]
Right .
[PS4PW]
I 've put that down . Mhm . Put that
[PS4PR]
Right .
[PS4PW]
down .
[PS4PR]
Mm mm mm .
[PS4PW]
Cos
[PS4PR]
That 's what we want . Obviously , it 's again , it 's control so , so a Saturday delivery
[KGUPSUNK]
[PS4PR]
could give you the benefit of erm reduce down time . Have you heard that expression ? When , if a production line is going and the production breaks down but er if we can reduce our time , has anybody worked in a in a , er , a co , an industrial environment on , what sort of cost saving could you
[KGUPSUNK]
Well
[PS4PR]
say er , a [UNCLEAR] production of say two hours would be where you worked , would you know that time ?
[KGUPSUNK]
Er er
[PS4PR]
On a production line ?
[KGUPSUNK]
choo choo choo choo choo choo
[PS4PR]
Er , to give some , but none of us have worked in that environment and it 's not something we 're familiar with .
[KGUPSUNK]
To be honest it 's really difficult to put a cost to that .
[PS4PR]
Hundreds or thousands .
[KGUPSUNK]
Er , thousands .
[PS4PR]
Thousands . I mean we 're talking big numbers an hour are n't we really ?
[KGUPSUNK]
Yeah .
[PS4PS]
In the steel industry we 'll probably
[KGUPSUNK]
I mean
[PS4PS]
talk in terms of both .
[PS4PR]
Tens of thousands
[KGUPSUNK]
[UNCLEAR]
[PS4PR]
per hour ?
[PS4PS]
Yeah .
[PS4PR]
Terry ? Yeah ? So what I 'm saying is , is getting a delivery if you ca n't get something there in time I mean , it may mean that you know in advance that you need something done and you can deliver in a normal working week , but maybe it 's inconvenient in a normal working week . Maybe , there 's nobody really there , maybe it 's engineer brought on site .
[PS4PW]
Yeah .
[PS4PR]
Because you 're not , although you 're using the power space , the power er er of the production line or equipment , they might not be , that might not be what you 're making , you 're just using that kit and you need the supplier of that kit to bring an engineer in and you need to get a part of it , but you want control of that rather than just waiting on a supplier to do it for you . Yeah ?
[KGUPSUNK]
Mm .
[PS4PR]
And that reduces our time . We are now talking a few over there . It may be making
[PS4PX]
Quite quite often you tend to find in industry where er , if you 're dealing with mechanical bits and pieces
[PS4PR]
Mhm .
[PS4PX]
if you 've got one bit that ca n't work without another bit , and the bits can be relatively cheap , say may only be about twenty P a bit , but if the twenty P bit does n't arrive to work with the other bit
[PS4PR]
One of the
[PS4PX]
then it 's worth twenty thousand .
[PS4PR]
I suppose it 'll be [UNCLEAR] into your [UNCLEAR] .
[PS4PR]
[UNCLEAR] . Well said Andrew . Do you know what this is ?
[KGUPSUNK]
Mm .
[PS4PX]
Well that 's a bulb , you need one without the other , so if that does n't arrive so you 're knackered .
[PS4PR]
What do you reckon it 's used for that ? What do you reckon it 's used for ? That sort of thing .
[KGUPSUNK]
Probably used for machinery [UNCLEAR]
[PS4PR]
Yeah . If I looked on one of your er account entries , it would probably say fastening . Now to me , what 's a fastening to you ?
[KGUPSUNK]
Zip .
[PS4PR]
A zip .
[KGUPSUNK]
Zip .
[PS4PR]
Mm , yeah .
[KGUPSUNK]
A button .
[PS4PR]
A button . Yeah . But fastening is a complete industry . It 's how we 've , on the actual er vehicles there is actual metal fastenings that 's holding the whole trailer together .
[KGUPSUNK]
Rivets .
[PS4PR]
Yeah . Rivets , or fastenings . Right ? This 'd probably be used for a construction of some sort I would imagine . Would you ? Maybe er
[KGUPSUNK]
Bolting tasks .
[PS4PR]
Bo , holding machinery through er a base of some sort .
[KGUPSUNK]
[UNCLEAR]
[PS4PR]
Yeah . Some , I mean it 's the sort of item that people probably buy hundreds of to hold items down with or construct something , er er put something together right ? How much do you reckon it 's worth ?
[KGUPSUNK]
Not , not a lot .
[PS4PR]
Be interesting , ha ?
[KGUPSUNK]
About four pound .
[KGUPSUNK]
I do n't think it will be but
[PS4PR]
Four pound . Which bit 's worth more than the other two ?
[KGUPSUNK]
The bolt is .
[PS4PR]
Yeah . Do you
[KGUPSUNK]
Either .
[PS4PR]
reckon they sell them like that ? D' ya think they some people buy cos they need more oops because they need more of these than these at some time ?
[PS4PR]
No .
[PS4PR]
Or , they maybe replacing some of these but they got plenty of these , or they 're replacing some of these but they 've got plenty of these ? Yeah ? I reckon that you 'd probably buy those cheaper than this item because of the raw materials would you say ?
[PS4PS]
Yep .
[PS4PR]
I mean
[KGUPSUNK]
Plus that 's a lot , lot smaller .
[PS4PR]
They probably come in sets , yeah ? Or people order them together , yeah ?
[KGUPSUNK]
[PS4PR]
If you were ordering hundreds and hundreds of these would you put , express them through a parcel delivery service ?
[PS4PW]
No .
[PS4PR]
Someone else here .
[KGUPSUNK]
Well probably not , no .
[PS4PR]
Would you probably ,
[KGUPSUNK]
Well no .
[PS4PR]
how d' ya reckon people buy these ? How are they delivered ?
[KGUPSUNK]
At a time .
[KGUPSUNK]
Box .
[KGUPSUNK]
Box .
[PS4PR]
They probably get them on pallets and stuff like that . Tell them to ring back ?
[PS4PS]
Yeah .
[PS4PR]
And er
[PS4PR]
so , if I was to walk into the place that was selling these
[PS4PS]
Hello .
[PS4PR]
what sort of picture have you got of the environment I 'm in ?
[PS4PS]
She will call you back .
[KGUPSUNK]
Industries .
[PS4PR]
It 's in a heavy industrial warehouses , they 're , they 're , they 're
[PS4PS]
[UNCLEAR]
[PS4PR]
they 're probably pressing these out at quite a rate of knots are n't they ?
[PS4PS]
It 's er Bob [ANONYMIZATION] student they 've asked to interrupt the [UNCLEAR] .
[PS4PR]
Oh ! Oh well I apologise for that then .
[PS4PW]
You 'll need a [UNCLEAR] then wo n't you ?
[PS4PR]
Shall we go up ? Apologise for this . Hello . You can carry on .
[PS4PS]
Where were we ? Where were we ?
[KGUPSUNK]
[PS4PW]
Construction engineering manufacturing .
[PS4PS]
Construction engineering . Oh , well I think we 've got to the point have n't we , where these are probably cheaper than the bolts . And they 're
[PS4PR]
Hello .
[PS4PS]
they bolt like this in pairs
[PS4PR]
Hello ? How did you get
[PS4PS]
as , as a pair .
[PS4PR]
then [UNCLEAR] ?
[PS4PS]
but what tends to happen ? Probably if you 'd brought something from M F I .
[KGUPSUNK]
You got one missing .
[PS4PW]
Missing . You got one missing .
[KGUPSUNK]
You got , you know .
[PS4PS]
Yeah . Yeah .
[PS4PU]
Yeah .
[PS4PS]
And what usually goes missing ?
[PS4PU]
The bolt .
[KGUPSUNK]
[UNCLEAR]
[PS4PS]
Nearly always the nuts .
[PS4PU]
Mm .
[KGUPSUNK]
[PS4PS]
So er , what we 've got is a situation where somebody 's ordered maybe a couple of thousand of these
[PS4PT]
But no nuts .
[PS4PS]
but they want , no , they 've got the nuts as well .
[KGUPSUNK]
[PS4PS]
But inevitably they 've been sort of thrown in a corner and people have fiddled around with them like I 've fiddled around with this and we find we got what , twenty or thirty of these missing . Now , we 're talking about a totally different situation . The weight is different the numbers are
[KGUPSUNK]
[PS4PS]
significantly less and so you might well consider the need to use this means
[PS4PU]
[PS4PS]
we , ca n't use them as you were saying earlier Adrian , yeah we ca n't use one part without the other .
[PS4PX]
Yeah .
[PS4PS]
It is necessary . So , this now becomes very urgent . And so we might well Express these then or even send erm
[PS4PX]
I suppose for the construction industry you 're then looking at
[KGUPSUNK]
[PS4PX]
perhaps when you po produce like the channel tunnel and things
[PS4PS]
Yep .
[PS4PX]
like that , where it 's labour intensive that you 're paying people maybe thirty , forty , fifty pound a hour
[PS4PS]
That 's right . And if they 're sitting there
[PS4PU]
Yeah , that 's right , yeah .
[PS4PS]
on their backsides waiting for nuts
[PS4PX]
[UNCLEAR] , you know
[PS4PS]
Yep .
[PS4PX]
then it 's not just the intrinsic value of the items themselves
[PS4PS]
Yep .
[PS4PX]
It 's the [UNCLEAR]
[KGUPSUNK]
That 's a consequential loss .
[PS4PS]
In fact you could in
[PS4PX]
in [UNCLEAR]
[PS4PS]
yeah in fact that 's a fir , that 's a very good example you see , because in that situation you might well pay more for the carriage than the value of the item
[KGUPSUNK]
Yeah .
[PS4PS]
because of the other things that you 're losing , er guys sitting
[KGUPSUNK]
Mm mm .
[PS4PS]
on their backsides
[PS4PX]
Overtime
[PS4PS]
getting paid whatever it is .
[PS4PX]
and cost , overheads .
[PS4PS]
O , other machinery maybe , maybe you 're burning electricity unnecessarily because of er having to keep
[KGUPSUNK]
To stay warm .
[PS4PS]
compressors and things running . Allsorts of costs may well be impinging on this . So you find yourself maybe paying well over the price of the value of the item
[KGUPSUNK]
Mm mm .
[PS4PS]
just to get it there because it 's urgent . Think of any other examples ?
[PS4PW]
Well clothing might have said , important merchandise , clothing
[PS4PS]
Yep .
[PS4PV]
In a place I used to
[PS4PP]
Eyes .
[PS4PV]
work
[PS4PS]
[PS4PV]
at least I think at work
[PS4PP]
operation Pete is it ?
[PS4PS]
What , what was that Carly ?
[PS4PP]
Eyes .
[PS4PS]
Yeah . Course , yeah .
[PS4PP]
[PS4PV]
Mo
[PS4PS]
Organs .
[PS4PV]
Most products used in er manufacturing , whether it 's in pharmaceuticals , food , industry , er all products that rely on , you know being there on time
[PS4PS]
Yeah .
[PS4PV]
to meet , meet that kind of [UNCLEAR] .
[PS4PP]
I mean , even deadlines is n't it ? Magazine
[PS4PS]
Yep .
[PS4PP]
deadlines .
[PS4PS]
well my wife 's in the rag trade and this morning she 's got er , a fashion show starting , and I 'll bet you , I do n't know this , but I 'll bet you at least two of her manufacturers will have sent her samples to put in that show which probably will arrive at nine o'clock this morning . Now how they 're gon na send them I do n't know , but I can assure you they will send them in a hurry . Cos they were probably putting buttons on , or doing the last stitching
[KGUPSUNK]
Last night .
[PS4PS]
last night .
[KGUPSUNK]
That 's it .
[KGUPSUNK]
Mm .
[PS4PS]
Now it is n't , th the value it does n't matter there . What they 're doing is they 're sending it so that somebody will place orders . And they could find themselves with , you know , somebody asking for a thousand of an item and it 's well worth their while therefore , spending a bit of money getting it there .
[PS4PR]
That was Adrian 's , also , that was Adrian 's point . Exactly Adrian .
[PS4PS]
Yep .
[PS4PR]
And this is when you 've been on the receiving end of it . Now , some of us have n't . I 've never worked where I 've had to get materials together and you know , sort things out . I 've worked in advertising .
[KGUPSUNK]
You see it in the crisp industry , they 're all
[PS4PR]
Yes .
[KGUPSUNK]
they 're all
[PS4PR]
well
[KGUPSUNK]
No salted crisps .
[PS4PR]
We were
[PS4PS]
[PS4PR]
well to be fair , first i
[KGUPSUNK]
Times I got that in .
[PS4PR]
ha , how can I say , what , whe when you 're talking about fa , I mean fast moving consumer good are fast
[KGUPSUNK]
Mm .
[PS4PR]
moving off the shelves and into the shop and , what we would do was erm deli people now do er , stock an order by computer and , and people like Sainsburys were doing that in the seventies , you know , and they would actually work over er work on erm data erm , from their computer and order er erm you know , okay , they 'd be an event at the weekend or something and they 'd , they 'd of , increase it or something , but they would technically work out exactly what the throughput of certain items were .
[PS4PS]
And it goes through the till now does n't it ?
[KGUPSUNK]
Yeah .
[PS4PR]
Well , yes , they have a comput
[KGUPSUNK]
[UNCLEAR]
[PS4PR]
yes they have the computer software . In my , in my day probably someone did it a little bit off that , different
[PS4PS]
Maybe .
[PS4PR]
but the , but the proce , the , er the , the whole thing works on the same principal but now they 're doing it without , with less effort . Now what I 'm saying is , is the retail trade or the sharp end of th , you know , i it 's , it 's very much , it 's staying alive . If you over stock , you 're dead !
[PS4PX]
You know I mentioned
[PS4PR]
Yes .
[PS4PX]
the manufacturing point , from that end , not from the end- user to get the products , to , to the retail
[PS4PR]
Yeah .
[PS4PX]
outlets , I meant that [UNCLEAR]
[PS4PR]
Ye , you 're probably right . But I mean to be fair we used to we , warehouse thousands of tons of potatoes in Leicestershire , you see what I mean ? We 've made
[PS4PX]
Yeah .
[PS4PR]
we make er , you know you feel , ah my factory we thinks looking at
[PS4PX]
Like a [UNCLEAR] .
[PS4PR]
see looked at , looking , looking , look how we treat our potato , are n't they gorgeous ! You know , and tha , we would n't go and have a look at a parcel machine system we 'd look at lovely potatoes , [UNCLEAR] . And Marks and Spencers use the same [UNCLEAR] potato . Can you just get your girls to wear their hats on each layer and we 'll have your potato , the , you know , that 's how you used to get the Marks , get their Marks and Spencers account . A , but what I 'm sa , wha the point you were making Adrian , is tha , is is that 's what you 've got ta keep in mind about every time you walk into a business or phone up a business , that it does matter that it 's in , your , that 's not what we want cos I 'm telling you , you know , do n't you know , the security guys photographing , you know , lampposts and stuff like that . But if it 's a bolt that holds a lamppost down and they 've under under-ordered , there 's not , but they 're with them , then we can take those . The other thing is , is docu , documents are the same . If , there are , there are industry working to deadlines all the time . I in Terry was just mentioning his wife 's business , in advertising , d' ya , would sell the advertising space in your feature or your magazine or whatever try and get the bleeders to send you that what they wan na put in it !
[KGUPSUNK]
A friend of mine sends things like that and they got ta be and the proofs have to be sent .
[PS4PR]
Honestly !
[KGUPSUNK]
You know .
[PS4PR]
Oh trying to get companies to decide
[KGUPSUNK]
[PS4PR]
how they 're gon na say , what they 're gon na say , coming up with art work ideas and whatever . And it was always to , ye , you know , you ask a commercial artist what sort of lead time , that 's another , another er another word that you might come across , because again , you do n't want them to speak our jargon but we can speak there 's . You know , if I said to Terry 's wife , Mrs [ANONYMIZATION] , how much lead time do you need to set up your show ? What would she say ? What does sh , what do I mean by lead time ?
[PS4PN]
To set it up , the amount of time it takes her to get it up , be prepared
[PS4PR]
That 's right .
[PS4PN]
for it .
[PS4PR]
what about we , and if I , if one of her suppliers I asked them , if I said well okay , if we feature your outfit here , how much lead time you ne , do you need from order to production ? What do I now mean ? If I place the order today how much lead time do you want ? What do I mean ?
[PS4PN]
Actually the time from er
[PS4PU]
Time .
[PS4PN]
when the order placed to the , when it 's gon na be on the rack and ready .
[PS4PR]
In i , actually in my shop is what I mean . Now
[PS4PS]
It does n't work that way in the rag trade that . Remember I was saying to you about the whole of the rag trade ? I know it 's gon na cost sending them by the way .
[PS4PR]
Mhm .
[PS4PS]
And the rag trade was also upside down ready on the trailer to come across , I wo n't bore you with the way they do their budgeting for example , but what happens is , my wife will go to one of those suppliers and say yes , a number of my people want to buy that dress so we want a thousand of them . And I want them on , such and such a day .
[PS4PR]
Alright .
[PS4PS]
That 's no problem . It 's not
[PS4PR]
Fine .
[PS4PS]
how long does it take you , what 's your lead time ?
[PS4PR]
So really what 's the , what
[PS4PS]
You get it there on time .
[PS4PR]
What , what you 're saying is , is the lead , if I ask that question then now they would say , tha when , when do you want it ?
[PS4PS]
That 's right .
[PS4PR]
It 's like , if you go to , I 've heard , I 've not been , but if you go to Hong Kong , you can have a suit made overnight .
[KGUPSUNK]
Yeah ?
[KGUPSUNK]
Yeah .
[PS4PR]
That 's a tailor-made , handmade suit that is stitched
[KGUPSUNK]
Mm mm .
[PS4PR]
overnight .
[PS4PS]
And shirts .
[PS4PR]
And shirts
[KGUPSUNK]
[PS4PR]
made . In Thailand while you wait . Cos they will just say , they 'll just sit down and make it . Measure you up make it cos they want the money . Cos , that 's what they need . Because labour , there 's loads of it and it 's very cheap . And really , what the rag trade 's famous for is labour , very cheap . And that 's why they can
[PS4PS]
Stretch it .
[PS4PR]
That 's right . And that 's why they can
[PS4PS]
You 've been watching House of Elliot .
[PS4PR]
[KGUPSUNK]
[PS4PR]
What I 'm saying is , that 's why they respond in that way , which , in in other industries and comp , businesses , er , we have different er , things to consider do n't we ? Like arranging where they 're bought and so on . Now T N T do something , when d' ya want it ? We 'll get it there . We 'll get it there . Because , I mean , if we ca n't do it through T N T overnight i , if tomorrow 's too late who do we use ?
[KGUPSUNK]
[UNCLEAR] [UNCLEAR]
[PS4PR]
And if they say well , we want erm seventy five different locations served with crisps stands by ten o'clock tomorrow because our advert is going out on national T V tomorrow can we do it ?
[KGUPSUNK]
Yeah .
[PS4PR]
And we then go and recruit , we 'll go the , you know , we 'll go to the job centres and get them .
[KGUPSUNK]
Mm .
[PS4PR]
Or , they 'll turn round , if the money 's , if the money is big enough , they 'll turn round to anybody who works for us and say , d' ya wan na join us ? Come and join us . Get your kit on and do a bit , d' ya know what I mean ? And they 'll just ask people to partake and we 'll get it done . If it 's , if it 's , feasible we 'll get it done . And that 's the sort of ethos that T N T's got . But we 're likely to make more money at it than perhaps the sweat shops do . So what I 'm saying is , is lead time in lots of business is highly valuable but if you can cut down the delivery time and give them more lead time you 're actually extending
[PS4PP]
Yeah .
[PS4PR]
the lead time by tightening up and this is where your time deliveries come in . Because , although it 's before nine erm , the next morning erm you 're actually giving them now more lead time , you 've given them another day because an , sometime tomorrow you know , if it gets there at two o'clock and it 's off-loading in in in at the bay and someone checks that it 's been received and then someone makes a phone call to tell them it 's there , and then they 're doing something else , and then they come down and have a look at it , how many boxes do you think are sitting on loading bays that do n't get looked at for a day or two , or three , or four , five when they 've had a next day service ?
[PS4PR]
Quite a few .
[PS4PP]
Quite a few .
[PS4PR]
Mm . My other half ordered from a catalogue disc drives to assemble compu , er a home computer and he was looking very carefully cos computer parts can be quite expensive and he was looking at national catalogue for the best prices . He knew exactly what he wanted , or , or the range of things he wanted , and the price that he , he was price conditioned and working out which was the best price , priced package . And oh ! Look at that place in Southampton , can do me a disc drive for two hundred quid or whatever it was , I do n't know why but I ca n't remember the price , but let's keep it at two hundred pound , And he phoned them up and said oh your price is very good on that one . Right . Yes it is . There 's a lot of people ordering that one . Okay then , can I have one ? Yes he said . That will be two hundred pounds plus V A T , plus thirty pounds carriage . He said thirty pounds ? That 's a hell of a lot to be asking , you know , why is it so much ? Oh it 's express . He said right , oh so I 'll have it tomorrow ? He says , no it takes thirty days to get here .
[KGUPSUNK]
[PS4PR]
Sorry it was n't thirty days , ten days to get here . What service does he need Carly ?
[PS4PP]
[UNCLEAR]
[PS4PR]
I can deliver to you next day , but it takes him ten days to get it here , what service does he need ? Mm ?
[PS4PP]
Before nine .
[PS4PV]
Before nine .
[PS4PP]
Mm .
[PS4PR]
Say it again louder .
[PS4PV]
Carriage forward . Carriage forward .
[PS4PP]
It 's called carriage
[PS4PR]
Can you
[PS4PP]
forward .
[PS4PR]
co can you explain to those who do n't know what it is cos it 's
[PS4PP]
Yeah .
[PS4PR]
a , it 's a stupid name is n't it ? Carriage forward . Sounds like the , talk about the horse before the ca , the cart before the horse .
[PS4PV]
In the first place you 've got three companies , A B and C C 's your manufacturer
[PS4PR]
D' ya wan na draw , do you want to draw it on here ?
[PS4PV]
Yeah , wait a minute . You got three companies A , B and C. Erm we 'll call B the carrier sort of like the go between if you like A , is your say , shop and C is your manufacturer . Now you may have a customer that comes into the shop at A and they need something desperately , they walk in the sho , may walk in and say look I need that compact disc player , my life depends on having compact disc player and shopkeeper no see now we have n't got it . But what they can do in this case is the manufacturer 's at C , but the manufacturer can not deliver to the shop until maybe two weeks time they can phone us , the carrier , we will then arrange for someone to go to manufacturer at C , pick it up , bring it to us and then we 'll take to the shop .
[PS4PR]
Right .
[PS4PV]
All for a charge of course .
[PS4PR]
Right . So that gives what , to the shopkeeper ?
[PS4PP]
Control .
[PS4PR]
Control again . Now what else we could do , well said
[PS4PP]
Customer satisfaction .
[PS4PR]
that 's , that 's that 's well said , but we can also do third party
[PS4PU]
Third party .
[PS4PR]
carriage forward
[PS4PV]
Oh yeah .
[PS4PR]
that 's why , that 's so that we can give the shop his control of supply which actually like my da , you 're saying if it was a computer disc supplier he could have next day delivery to him and then next day delivery to my man .
[PS4PP]
Mm .
[PS4PR]
Right ? What we can actually do is suggest to the C , the C D or the computer shop your manufacturer can send directly to Peter via us , I then say via us .
[PS4PV]
Aye , you 'll get the bill .
[KGUPSUNK]
Mm mm .
[PS4PR]
But we will send the bill
[PS4PV]
To that shop .
[PS4PR]
you can
[PS4PP]
Mm mm .
[PS4PR]
send them the bill and we 'll send them the goods . They , Peter , if he found out where they were coming from what might he do ?
[PS4PP]
Phone them .
[PS4PV]
To the supplier .
[PS4PR]
He might cut out the middle man you see .
[PS4PP]
[UNCLEAR]
[PS4PR]
Cos he might be able to go straight to the ba , the
[PS4PP]
Yeah .
[PS4PS]
[PS4PR]
Now obviously , we do n't
[PS4PS]
[PS4PR]
want to lose his business so we protect him but we do n't say it 's coming from there . We are , we represent him , it 's his delivery van
[PS4PP]
Yeah .
[PS4PR]
that delivers to Peter . And that 's third party carriage forward which is even , and Peter 's even happier because he does n't even have to wait two days now , he gets his delivery next day . And the bill he , that he gets at the same as the time as the delivery , and what 's normal credit conditions ?
[PS4PP]
Thirty days .
[PS4PR]
Thirty days . So when does the thirty days start ticking by ?
[PS4PX]
We get our money back much quicker .
[PS4PR]
That 's right . You do . So instead of waiting ten days for delivery and then the invoice being , tha , you know being delivered with the goods when you open
[PS4PS]
Yes .
[PS4PR]
it up there 's the bill the bill can be eleven days in advance of that which means improved
[PS4PV]
Well that means everybody 's happier . The manufacturer 's happier
[PS4PR]
That 's right .
[PS4PV]
cos he gets his money quicker .
[PS4PR]
Well done .
[PS4PV]
The shopkeeper 's happier because he gets
[PS4PR]
Aha .
[PS4PV]
his money quicker . We 're happier because we get paid quicker and the end-user 's happier cos he 's
[PS4PR]
Aha .
[PS4PV]
got his product quicker .
[PS4PR]
That is it .
[PS4PS]
And if the shopkeeper uses our service all the time he does n't have to carry any stock .
[PS4PR]
Yep .
[PS4PV]
Yeah . Right .
[PS4PR]
Improved cash flow . And if he does n't have to carry any stock what does that mean with th er in terms of his capital being tied up .
[PS4PV]
It is n't .
[PS4PR]
He can do
[PS4PP]
He could
[PS4PR]
what ? Open
[PS4PP]
He could do so something else .
[PS4PV]
Another shop .
[PS4PR]
another shop .
[PS4PU]
Yeah .
[PS4PR]
D' ya see ? But d' ya know something ? There are businesses out there that do n't understand that .
[PS4PV]
They probably do n't even know we exist .
[PS4PR]
D' ya know , d' ya know
[PS4PP]
Yeah .
[PS4PR]
why ? D' ya know why they do n't know it exists ?
[PS4PP]
People like shops .
[KGUPSUNK]
I do n't know why it is , no .
[PS4PR]
Because nobody has target them .
[PS4PP]
Yeah .
[PS4PX]
That 's right .
[PS4PR]
Anthony ?
[PS4PX]
I 've seen a lot of companies like that
[PS4PR]
Honestly .
[PS4PX]
just recently .
[PS4PR]
Why , why
[PS4PS]
Can I tell you another reason why as well
[PS4PR]
Peter rang this computer
[PS4PS]
because
[PS4PR]
in Southampton and he said we can give you next day this , they wo n't , they wo n't enter into it , we can give you next day delivery but it takes ten or twenty days . And I bet you , if you look at how many of your accounts are not using carriage forward when they should you would be amazed . Existing on your roller now .
[PS4PS]
And so , why so many do n't know about carriage
[PS4PR]
I know .
[PS4PS]
forward
[PS4PP]
Yeah .
[PS4PR]
They do n't understand .
[PS4PP]
That 's it .
[PS4PR]
They do n't understand what it means . Th , ca , what do most people use carriage forwards for ?
[PS4PU]
Just collecting from somewhere else and bringing it back to themselves .
[PS4PR]
Bringing it back , sending it back .
[PS4PU]
Yeah .
[PS4PR]
Invoice them
[KGUPSUNK]
[PS4PR]
let me , the o the other thing we can do is if it 's broken the shop can send it back but the man , the other person pays .
[PS4PU]
Yeah .
[KGUPSUNK]
Mm .
[PS4PR]
That is also carriage forward . Comes back to the person . And a lot of our carriage forwards are
[PS4PU]
Are
[PS4PR]
returns .
[PS4PU]
Yeah . And then they put in a claim form .
[PS4PP]
Or sometimes they 've got an account in your name .
[PS4PR]
And that 's why we do n't make money on carriage forwards cos we do n't sell carriage forwards for the positive reasons , we say , well if they do n't want them send them back , or if they 're damaged send them back .
[PS4PU]
Yeah .
[PS4PR]
Or if you have to have , I used to do it for erm West Bro , er Northampton Brewery . Banson 's
[PS4PS]
Banson 's
[PS4PR]
Brewery . Erm , it was , was Banson Brewery . Er no it was n't Ba , Banson 's Brewery , erm
[PS4PS]
Anson 's
[PS4PR]
no sorry , I 'm I 'm in the wrong trade , it was er gas cylinders . And we used to send back the erm
[PS4PS]
The valves .
[PS4PR]
the valves . They used to er se , we could n't carry the empty ga , you can imagine that 's not express parcel stuff , but the valves er , would sometimes need er replacing and we would send them a valve and , and while , instead of having any down time , we would give them you know deliver the spare , have the spare come back for repair . Do you understand ? Cos there 's a lot of this maintenance thing that goes on as
[KGUPSUNK]
Mm .
[PS4PR]
as well is n't there with businesses ? It is n't just service does n't end at the sale , so , a lot of things have to have after-care do n't they ? Or
[PS4PS]
Mm .
[PS4PR]
a service contract with them and there 's lots of business , repeat business . Another one we did , er , out of South Wales was hip replacement kit
[KGUPSUNK]
Gosh !
[PS4PR]
to erm the hospitals and erm they would appar , I might be wro , I 'm sure this is the way she explained it to me cos one of the girls in the branches did explain it to me once , and they said they have a choice of joints , like the doctor would say er
[KGUPSUNK]
New brain .
[PS4PR]
your due to , you know , you , you were due for your hip replacement . Right . And what they would do is have a look and say ooh that 's , ooh that 's about your size , that 's about it . Right . They do n't make a joint do they , for you , you , you , you and you ? They 're all sort of standard sort of size pieces of kit . Cos it 's an engineering job really is n't it ?
[PS4PP]
Yeah .
[PS4PR]
You know .
[KGUPSUNK]
Yeah .
[PS4PR]
Providing you 're looking after the blood supply , I mean , you know , the cardiovascular bit , you know , it 's a bit of an engineering job . So they , th , you , you have a choice of hips , and they also have a bit of saw , a bit of sawing kit and screw in , you know , have delicate screws . Cos it 's , it is pins and stuff is n't it , that makes
[KGUPSUNK]
Yeah .
[PS4PR]
the hip work ? So they have little screws to , you know , to go into the bone and little er delicate instruments which are highly developed instruments and manufactured by certain pattern . And they actually supply them in special sealed containers , you know , little cases that er , so , when you 're doing a hip job you have a little kit come from the supplier . And what they do , is they give them a couple of choices of bo , you know , hip joints to go for and the guy decides , the surgeon decides , does his job and then the kit goes back to the manufacturer again and then when the , another hospital orders it they make up a , another kit . Obviously there 's a lot of sterilizing going on in the meantime and all this . But they do n't , these tools are used again , and again , and again you know . The screws they make are , are to be there in the body and the parts are in the bodies , but the bits they do n't use come back and then they are put back into stock again . And our service was so good to hospitals , [UNCLEAR] , that they 'd be somebody on the table well where 's the bit ?
[KGUPSUNK]
Mm .
[PS4PR]
She 's just getting her anaesthetic now . Well where 's the bits you know ? And they 're ringing up er Julie about it , and say Julie well , they 're here . What 's happened ? Because the service was so good they 'd all , you know , they 'd forget about the delivery that would be there . She 'd supply them .
[KGUPSUNK]
So it was there ?
[PS4PR]
Yes . Already
[PS4PP]
Yeah .
[PS4PR]
there . And then one day it did n't . Ca n't find this bit . They 're always going down for anaesthetic , we ca n't find it . Now she 's just had a pre-med now . Right okay . We ca n't find it . Can you find it for me ? Okay then . Traced it . But of course it took a little bit of time , an hour or so , and th , the woman came round again , they said ca n't do you today
[KGUPSUNK]
[PS4PR]
ca n't find the joint . So , she came back out of er pre-med , had a nice happy half hour on a bit of valium and came back out of it again . Went back up to the ward cos there was no bit . Do you know where it was ? In the erm gate house at the hospital . We had delivered it but they had n't taken it from the gate house to you know , normal procedure but they , we delivered it normally but they had n't taken it to the exact part of the hospital it was going to . So , Julie sent the patient a bunch of flowers and sh , and said sorry for the de , for the delay , you know it 's there tomorrow , and she had this , she had it done again . But really , what , all they wanted to do was save face from the hospital because it was n't our fault but she used a bit of you know , we wo n't embarrass the hospital we 'll say
[KGUPSUNK]
And then our customer 's happy .
[PS4PR]
bit of customer care , but really
[KGUPSUNK]
And , well
[PS4PR]
we all , we 'll lose face with the patient
[KGUPSUNK]
Mm mm .
[PS4PR]
because we int gon na , we have n't got ta worry about what she says about , but he sa , the hospital did n't wan na lose face , but I mean , the hospital said thank you [UNCLEAR] . Cos they were saying will they tell her , you know the part has n't come and , so we said okay , let's pretend the part did n't get there . Send her a bunch of flowers . But really it had got there but again But what I 'm saying is , that service of carriage forward we were making almost as much money on the kit coming back cos we could have charged another
[PS4PU]
It 's five quid is n't it ?
[PS4PR]
Yeah . It 's five pound at the moment is it ? It has been up to nine or ten pound for
[PS4PU]
Mm .
[PS4PR]
return . Because it ca , most , we do lose a lot of money on carriage forwards . If I talk to , if you talk to our operations they will say , oh my God ! Do you know why ? Because , we do n't know what we 're carrying . A lot of carriage forwards
[PS4PS]
[PS4PR]
are returns and damages .
[KGUPSUNK]
Mm .
[PS4PR]
And they 're in a terrible state when we pick them up . Because , you can imagine working for us , you received something and thought that 's no good and ca n't use it , what happens to it then in your warehouse or despa
[PS4PU]
Just sta , lays there .
[PS4PR]
And what happens to it while it 's [UNCLEAR] ?
[KGUPSUNK]
Kicked around .
[PS4PV]
Kicked around .
[PS4PR]
Kicked about . Right .
[KGUPSUNK]
Broken .
[PS4PR]
Broken and all that . And , what did you say that we get a lot of claims on carriage forward ?
[KGUPSUNK]
Damaged foodstuff .
[PS4PT]
You have to insure them do n't you , carriage forward of course ?
[KGUPSUNK]
Yeah .
[PS4PR]
That 's why we have to
[KGUPSUNK]
So
[PS4PP]
No you do n't .
[KGUPSUNK]
Yeah . Tha that means we 're paying out
[PS4PR]
But you see the problem is
[KGUPSUNK]
if we do actually find out .
[PS4PR]
Yeah , you see the trouble is though we 're so open to abuse .
[KGUPSUNK]
[UNCLEAR]
[PS4PR]
because
[KGUPSUNK]
Yeah .
[PS4PR]
people , they do n't rush back , they do n't wan na urgently express back a carriage forward , they do n't work .
[PS4PS]
[UNCLEAR]
[PS4PR]
What they want is , they get on the phone and say that 's no good , send me another one . And we send them the replacement , and they let the broken one sit there . How many times have you supposed to have taken something back or have it repaired or something and it 's sat there , and it 's sat there , and it 's sat there , and it 's sat there and it 's collected du , I 've got things round the house that I 've been working on and that I 've got ta , I 've got ta and it 's collected dust . You know , that 's another project that went sort of slowly the way . Erm , and what I 'm saying is , we do n't address the things that are n't urgent
[KGUPSUNK]
Yeah .
[PS4PR]
we only address the urgent things . But we do leave
[KGUPSUNK]
Yeah .
[PS4PR]
ourselves , well we 've got ta protect ourselves as carriers against other people saying ah ! We broke that , or that was broke er , but we 'll blame the carrier now and look at it , then our security guy goes out and they know it 's been sitting around someone 's you know , it 's been there for months ! And er , we we , we are open to abuse on them . But that does n't mean to say that what Danny said was very valuable , and as you said Adrian , the four , the four parties , the receiver , the thirty party receiver , the people who are paying the bills buyer and us are very happy in many cases with using carriage forward in a positive way not just for returns
[KGUPSUNK]
Mm mm .
[PS4PR]
yeah ? The returns do get a bit dodgy I find . But we still do it cos we insure it , we , charge an extra fiver every time then it 's good money . I 'm stopping you through your list Phil .
[PS4PW]
Well I mean , I 've got a
[PS4PR]
Any more ?
[PS4PW]
quite a few on here . Is there any ones that you want me to pin point at all or
[PS4PR]
Erm le , what I wan na do is just get , just insure that we know the difference between what is giving the customer the , the benefit and the features . So we probably wo n't go through them all . But
[PS4PW]
No .
[PS4PR]
let's just discuss our way round a couple of other things because these are , this is your product knowledge now is n't it ?
[KGUPSUNK]
Yeah .
[PS4PR]
This is what you need to know about selling the service . It 's no good , er talking about how you do something , how you do is not what they 're interested in . So whats , that 's how you do it .
[PS4PW]
[UNCLEAR]
[PS4PT]
How do you do it ?
[PS4PW]
the customer .
[PS4PR]
It 's , it 's what can please me .
[PS4PW]
Cuddly toy .
[PS4PR]
What 's in it for me ? The with them factor . What it is in it for me ? Okay .
[PS4PW]
I 've got liability options .
[PS4PR]
What d' ya mean by that , liability options ?
[PS4PW]
Well like being insu , like people have got a choice of different options of insurances and
[PS4PR]
That 's a good one . Now if I said , ooh ! We offer good liability options . We can give you transport liability at , what level 's that ?
[KGUPSUNK]
Aha . Five thousand pounds , ten thousand pounds , and fifteen thousand pounds costing three , three , six , and nine pound respectively .
[PS4PR]
Five , ten , and fifteen .
[KGUPSUNK]
Which is forward transit [UNCLEAR] .
[PS4PS]
[KGUPSUNK]
Do n't be like that .
[PS4PR]
What is the free ?
[PS4PP]
Fifteen pounds a kilo .
[PS4PR]
Sorry , five , sorry I got that one . Three ,
[PS4PW]
Six and nine .
[PS4PP]
Six and nine .
[PS4PR]
and nine . And the free one is ?
[PS4PP]
Fifteen pound a kilo .
[PS4PR]
Right . Okay . Now what I 'm saying is we , because we have good liability what can that imply ?
[PS4PN]
You 're getting a [UNCLEAR]
[KGUPSUNK]
[UNCLEAR]
[PS4PR]
How can you sell it 's properties then ?
[KGUPSUNK]
In the likely event
[PS4PR]
In the likely event
[KGUPSUNK]
In the likely event
[KGUPSUNK]
Likely event so
[PS4PR]
Well we wo n't [UNCLEAR] us , it wo n't graduate any
[PS4PX]
[UNCLEAR]
[PS4PR]
but does it have to do got this [UNCLEAR]
[PS4PX]
You 're committed
[PS4PR]
liability ?
[PS4PX]
you 're committed , you 're committing to your service
[KGUPSUNK]
It 's like life assurance .
[PS4PX]
on the fact that you can offer you your high rate of liability . Cos by offering a high rate of liability it 's , it 's suggests that we
[KGUPSUNK]
Concerned .
[PS4PX]
that we care .
[PS4PR]
[PS4PX]
And say we co , we , we 're committed .
[PS4PU]
Rather than see non-damaged [UNCLEAR] if you like .
[PS4PX]
We 're limited I wo n't ta , I do n't like using the word problems without [UNCLEAR] .
[PS4PR]
The reason why
[PS4PS]
What about the
[PS4PR]
we can afford to offer such good liability cover is the risk is very minimal .
[PS4PX]
Is small , yeah .
[PS4PR]
The cost is very minimal .
[PS4PX]
Yeah .
[PS4PP]
Mm .
[PS4PR]
That 's what you 're saying is n't it Adrian ?
[PS4PX]
Yeah .
[PS4PR]
Good .
[PS4PX]
We can get excellent
[PS4PR]
Try to find the words but you had a good , good case there .
[PS4PX]
We can get excellent rates from insurance companies
[PS4PR]
That 's right .
[PS4PX]
because we are so good .
[PS4PR]
Now we , actually
[PS4PS]
Yeah .
[PS4PR]
we are our own
[PS4PX]
I know about this .
[PS4PR]
inge , we 're our own which means that we are , our problems are so limited that we actually carry the liability ourselves , we do n't even have to use an external company to get the rates on . We are so , so what I 'm saying is , we can afford to offer marvellous cover because it 's , because erm , the risk is minimal .
[PS4PX]
Dixons Starsfield got er , the same as ours really , got [UNCLEAR] .
[PS4PR]
Who does ?
[PS4PP]
Who does ?
[PS4PX]
Dixon Starsfield , Dixons , Currys .
[PS4PR]
Right .
[PS4PX]
Where they , they offer extended five year warranties . Now the chance of you actually needing a
[PS4PR]
Yeah .
[PS4PX]
five year warranty on a T V is [UNCLEAR] .
[PS4PR]
That 's right .
[PS4PX]
They generally do n't go well .
[PS4PR]
My friend li , my friend offers a lifetime guarantee on his leather furniture . Lifetime .
[PS4PR]
But the way
[KGUPSUNK]
It 's a [UNCLEAR] it 's not [UNCLEAR] .
[PS4PP]
It 's a ex , it 's an extra selling point that 's what
[PS4PR]
It 's like when when
[PS4PU]
Exactly .
[PS4PR]
you sell me a [UNCLEAR]
[PS4PU]
When you go to buy it you think oh I 've got a life I can change it .
[PS4PR]
you take out , I think most people take out
[PS4PU]
[PS4PR]
life insurance
[PS4PU]
Do n't you ?
[PS4PR]
you do n't expect to die but you just cover every
[PS4PS]
That 's right .
[PS4PR]
eventuality .
[PS4PS]
That 's right .
[PS4PR]
That 's the pitfall . But what
[PS4PU]
Yeah .
[PS4PR]
what what the insurance salesman do is do wobble you a little bit so that you will take it out , you know , can you afford down , if you were forty having a heart attack leaving a wife and young child behind . I mean , they do tell you , they sell on that way do n't they ?
[PS4PP]
Yeah .
[PS4PN]
Yeah well they do
[PS4PR]
To sell , sell them .
[PS4PN]
they sell you som something to do with it .
[PS4PR]
You say that , that is negative .
[PS4PR]
Cautionary tales .
[PS4PR]
Yeah . You know when somebody 's at , when someone 's at a lowest point , that 's when they go straight in
[PS4PR]
Anything for a sale .
[PS4PP]
Yeah .
[PS4PR]
and you get them to make a will afterwards .
[PS4PR]
It 's co
[PS4PP]
[PS4PR]
you see salesmanship is applying psychology , you know , and a lot of people , I mean , wha the reason why insurance companies are justified is a lot of people are protected by it , you know . You do n't always know what 's good for you , you do need someone to say .
[KGUPSUNK]
Mm .
[PS4PR]
And you 're twenty one
[PS4PX]
Can you explain it to me again Kath
[PS4PR]
Mhm .
[PS4PX]
about the options there please ?
[PS4PR]
Right . What is it that you are , you do n't understand ?
[PS4PX]
Well I understand that you get fifteen , it 's just that I 've got a lot of customer where I got business that is depending on the kind of insurance that we give them , based on what our
[PS4PR]
Yes I understand .
[PS4PX]
competitors are offering . Erm , the fifty P , P a kilo up to fifteen thousand , that I
[PS4PR]
Yeah . That 's pro-rata .
[PS4PX]
Yeah . That I understand .
[PS4PR]
Fifteen pound per kilo .
[PS4PX]
Oh sorry I co , sorry , fifteen pound
[PS4PR]
Yeah .
[PS4PX]
per kilo up to
[PS4PR]
Pro-rata . Up to a thousand kilos .
[PS4PX]
which is , yeah , that I
[PS4PP]
That 's
[PS4PX]
that I understand .
[PS4PR]
So , if it only weighs kilos you will get how much cover ?
[PS4PP]
Thirty quid .
[PS4PX]
Er thirty , thirty quid .
[PS4PR]
Yeah . You understand that , right ?
[PS4PX]
Yeah .
[PS4PR]
Now
[PS4PX]
But when you got to the options , now
[PS4PR]
The full liability , yeah ?
[PS4PX]
what are you saying now fi , up to five thousand pounds ?
[PS4PR]
Per item , per per assignment .
[PS4PX]
Right .
[PS4PR]
Regardless of weight .
[PS4PX]
What 's that , what right
[PS4PP]
You 're buying a [UNCLEAR] are n't you ?
[PS4PR]
You pay three pound extra
[PS4PX]
Oh extra ?
[PS4PR]
Yeah .
[PS4PX]
On top of your own
[PS4PR]
On top of
[PS4PP]
Oh that 's right .
[PS4PX]
on top of the fifteen pound per
[PS4PR]
No .
[PS4PX]
kilo ?
[PS4PP]
No .
[PS4PX]
On top of whatever
[PS4PR]
No , no .
[PS4PX]
price the customer 's paying .
[PS4PS]
Customer 's rate .
[PS4PX]
How do you achieve a rate
[PS4PR]
Sorry can , can anyone
[PS4PX]
say if you
[PS4PS]
[PS4PR]
can
[PS4PX]
well
[PS4PR]
I just say
[PS4PS]
[PS4PR]
he does n't pay fifteen pounds a kilo Adrian , he pays nothing . He pays the rate you ask him to pay
[PS4PX]
Yeah .
[PS4PR]
and , inbuilt in that rate Mr [ANONYMIZATION] , is fifteen
[PS4PX]
Oh I see .
[PS4PR]
pounds coverage for every kilo of weight .
[PS4PX]
That 's right .
[PS4PR]
So if you have a thousand kilo pallet it 's fifteen thousand pounds . But if your item weighs a half a kilo , we 'll round it up to the first kilo so that 's any valid for fifteen pounds .
[PS4PX]
Right .
[PS4PR]
Now obviously that 's worth a lot more than fifteen pounds to you is n't it ?
[PS4PX]
Right .
[PS4PR]
So what I suggest you do is pay an additional three pounds which means that that is now covered for up to five thousand pounds regardless of it 's weight .
[PS4PX]
Right . Now I understand .
[PS4PR]
Are you happy with that Adrian ?
[PS4PX]
Yeah .
[PS4PR]
Now , the reason
[PS4PX]
Yes , yes .
[PS4PR]
why you give them different options right .
[PS4PX]
Thank you .
[PS4PR]
On , on , on the same day they only charge nine pound and i , everything 's valid up , insured up to fifteen thousand pounds per consignment . Are you happy , yo you happy with that then ?
[PS4PX]
In actual fact , sorry to point it , that 's consignment contracts [UNCLEAR] .
[PS4PR]
Right . But yo ,
[PS4PX]
So
[PS4PR]
i I have n't , you know , it , because when you read it it does n't always make , it goes in there , and I understand
[PS4PX]
Right .
[PS4PR]
people getting a little bit confused about that . But , that just means the levels of insurance , as a risk , ah , you know , and we 've just put a rate in to , to represent the , the levels of insurance because we charge you more if we insure you for more then . Erm
[PS4PX]
So if I 've got a customer that 's sending erm quite a lot of parcels but have got a
[PS4PR]
Now parcels , have , what is the , what is the , what is the erm definition of a consignment ? Cos this is regarding consignment . When is a
[PS4PX]
Ah ah sorry , it 's
[PS4PR]
So , what I 'm saying is
[PS4PX]
it 's solely for , it 's erm i , yo you could have six or seven parcels all picked up in one consignment if it 's picked up by that carrier
[PS4PR]
By one carrier .
[PS4PX]
going to one address at one time .
[PS4PR]
So that 's one consignment . Now if say , let's
[PS4PX]
So it 's one consignment .
[PS4PR]
keep it
[PS4PX]
so
[PS4PR]
to a dozen .
[PS4PX]
Okay , so you got one consignment
[PS4PR]
You 've got a dozen items I want a dozen items
[PS4PX]
Yeah . Which is made up of one consignment .
[PS4PR]
One consignment . You 're only covered per consignment , so the whole twelve together are only insured for fifteen
[PS4PX]
Ah ah , ah !
[PS4PR]
thousand .
[PS4PX]
Aha .
[PS4PR]
What he must do
[PS4PX]
Is make sure that each individual box
[PS4PR]
becomes a consignment .
[PS4PX]
Ah ah .
[PS4PR]
He 's got to label up and pay for at a consignment rate each item . He
[PS4PX]
Cos
[PS4PR]
ca n't
[PS4PX]
I understand .
[PS4PR]
[UNCLEAR]
[PS4PW]
Can he put that on his er , consignment
[PS4PR]
or
[PS4PW]
note ? Can he actually put a , a tick o on a box , you know when you fill in a consignment note ?
[PS4PR]
Yes .
[PS4PW]
D' ya know when yo , d' ya know when you put one on each parcel
[PS4PR]
You write a co sep separate consignment number
[PS4PW]
Yeah .
[PS4PR]
for every consignment .
[PS4PW]
If if the customer feels that every item he 's sending out
[PS4PR]
Is valuable .
[PS4PW]
is er is valuable , can he do , I dunno. a dozen individual consignment notes and then tick the particular box
[PS4PR]
Yeah .
[PS4PW]
that he wants ?
[PS4PS]
That would work out
[PS4PX]
Yeah .
[PS4PS]
then
[PS4PR]
That one .
[PS4PS]
because he 's gon na pay
[PS4PR]
Yeah .
[PS4PS]
he 'll be paying [UNCLEAR]
[PS4PR]
If that 's what he wants .
[PS4PP]
Yeah , that 's it .
[PS4PS]
[UNCLEAR]
[PS4PR]
If he needs five thousand pound coverage on each item
[PS4PW]
On each one . He 's gon na , he 's gon na have to pay for it .
[PS4PR]
he 's got to send five , if you 've got a twelve well twelve percent . Now , can I put it another way Adrian ?
[PS4PX]
I 'm just trying to get an edge on my competitors
[PS4PR]
Right .
[PS4PX]
cos , I
[PS4PR]
Let me put it another way then . This is only what we publish . If you know the value of the level of insurance your client wants
[PS4PX]
Right .
[PS4PR]
and if he wants to send them as one consignment , but now the value is twenty five thousand pounds collectively you can ring up Stubbings and as , or get your F and A to do this for you , Finance and Admin , ring up Stubbings and can you give me a special rate for these goods and ar , can you give me what I can charge them for special coverage to take it higher than our normal coverage of fifteen thousand pound ?
[PS4PX]
Oh I see .
[PS4PR]
Now what they will wan na know is the ins and outs of everything that you 're sending . How delicate it is ,
[PS4PX]
As most insuring company , mos most brokers or people like that .
[PS4PR]
how value it is , and most insurance , yeah , that 's right through a brokers .
[PS4PW]
Would you have to send in a profile ? Do you have to send it in ?
[PS4PR]
Yeah . I 've never done it but I think you do have to send that in . And can I please recommend you speak to your finance and admin people and they will say , now do n't expect to be saying , oh that 'll be no problem , because we na , we ai n't got a F and A like that , they 're always to caution , you know . They 're all [UNCLEAR]
[PS4PP]
Yeah .
[PS4PR]
do n't think you can do that son ! You know you 'll get this thing , do n't worry , say okay
[KGUPSUNK]
[KGUPSUNK]
Cor !
[PS4PR]
Now , [UNCLEAR] do we ? We do n't know .
[KGUPSUNK]
Been looking everywhere . I du n no . Anywhere er
[PS4PR]
Who would call [UNCLEAR] ?
[KGUPSUNK]
My husband
[PS4PU]
Er erm , you , you could n't , could put a call through .
[KGUPSUNK]
Ca n't .
[PS4PU]
Er , well you could leave a message then ?
[KGUPSUNK]
No .
[PS4PR]
Well done Jenny . Very good . And just all the right format
[PS4PR]
Yeah .
[PS4PR]
of questions there . How did it feel about ringing and asking questions that were [UNCLEAR] ? Did it throw you a bit did it ?
[PS4PU]
Yeah .
[PS4PR]
I mean really you 're saying
[PS4PU]
I could
[PS4PR]
I ca n't think of anywhere to go , [UNCLEAR] my God ! I mean [UNCLEAR] , she 's saying well what do you exactly mean by this question ? I mean , I was n't [UNCLEAR] the world you know .
[KGUPSUNK]
[PS4PR]
Now
[KGUPSUNK]
Erm
[PS4PR]
did she hesitate for some time before the answers ?
[KGUPSUNK]
Yeah .
[KGUPSUNK]
Mm mm .
[PS4PR]
and what did Jenny do when she hesitated ?
[KGUPSUNK]
Lis listened .
[KGUPSUNK]
[UNCLEAR]
[PS4PR]
She did , but she did something else as well .
[PS4PP]
She went ha !
[KGUPSUNK]
She went off [UNCLEAR] .
[PS4PR]
She went
[PS4PU]
Mm . Everything .
[PS4PR]
And you say ooh , come on , come on . Come on [UNCLEAR]
[KGUPSUNK]
Have I said the wrong th
[PS4PR]
Did you feel a bit uncomfortable when she hesitated a bit then ?
[KGUPSUNK]
Mm mm .
[PS4PR]
You we , and it feels like that when you 're on the phone . Now all she was doing
[PS4PU]
[UNCLEAR]
[PS4PR]
now you can see that you can read those messages about the hands went did n't they ? The shoulders went , the face went long .
[KGUPSUNK]
Mm .
[PS4PR]
Ooh ! Er , oh ! You could see her thinking about it , but you could n't have heard that on the phone .
[PS4PT]
Yeah , you do get silences like that sometimes do n't you ?
[PS4PR]
And you get silences on the phone and you 're thinking this is going down like a lead balloon . No ! She 's engaging brain it takes her some time to come out to the phone instruct the whole thing . Yeah ? Do n't worry about it , ta , the pregnant pause
[PS4PU]
[PS4PR]
is to use . On a moment 's thought for them to sort of .
[PS4PU]
[PS4PR]
Did you feel the pressure of having to ask the questions till then , when , when they were asking you to do it to to plans ?
[KGUPSUNK]
Very much so .
[PS4PR]
Yes . And you will feel like that and you sit there Oh God ! I 've got ta do that .
[KGUPSUNK]
Yeah .
[PS4PR]
Preparation , good preparation will help that . Relax , Jenny , relaxation will help that as well . Just
[PS4PU]
Mm mm .
[PS4PR]
breathing calmly and waiting . And , when she said anywhere was that enough information really ? Do you really wanted to know where Jenny had , where Mandy had been on holiday ?
[PS4PU]
No .
[PS4PR]
Would , wo , would you liked to have known more ? I would have .
[PS4PU]
Mm . Mm .
[PS4PR]
Yeah ?
[PS4PU]
Yeah .
[PS4PR]
How could you prompt her to expand on that ?
[KGUPSUNK]
Er
[PS4PV]
Could you give me a few examples ?
[PS4PR]
Well done Paul ! That 's , oh yeah , how did i , repeat the question , an an and emphasize on the word .
[PS4PU]
Mm .
[PS4PR]
Could you give me an example ? Now if you say it in an ex , in a , in a do you want to give me a few examples ?
[PS4PU]
[KGUPSUNK]
You 're a bit Yeah .
[PS4PR]
All she 'll say , no I
[KGUPSUNK]
No .
[PS4PR]
ca n't . If you say ah ! Neil says you 've been everywhere , what are the type of things , that you know , you can use tone and voice cos they ca n't see you . It 's all in the voice what you put into voice . Bill had the opportunity to sit face to face with them and you catch his eye , you you used to er time to er use , use hand gestures and show things to them on , on presenters . You have n't on the phone . Can you give me a few examples ? Could you expand on that a little ? We what was your question Phil ? Yours was a good one . Aha . Where have you been ?
[PS4PW]
Yeah .
[PS4PR]
Th the , the fall on the , the repeatedness , the broken record that sort , when you repeatedly question . Ah ! Where have you been ? Oh I 've been to , or you rephrase it in another way . Well done . Very good . And do n't lose , just because she said I wanted to know , they did n't answer me . Stick with it . Even if it means a few phone calls . What exactly do you mean by that ? Sorry , I 've never worked in your industry , why is that ? Yeah ? And follow it up with a new question . So the experiences , although it 's got nothing to do with your product , is what is gon na actually happen to you on the telephone out there . Yeah ? Mandy , would you like ask Jenny a question ?
[KGUPSUNK]
Yeah . Erm how long have you been driving ?
[PS4PU]
Two and a half years .
[KGUPSUNK]
So when did you learn to drive then ?
[PS4PU]
When I was seventeen .
[KGUPSUNK]
And what were your ideal car ?
[PS4PR]
[PS4PU]
Er a Rover .
[KGUPSUNK]
So I give you the choice of a , a Lamborghini or a Rover what would you rather have ?
[PS4PU]
A Rover I think then .
[KGUPSUNK]
Ah . So if I let you drive my Rover home , would you ?
[PS4PU]
Definitely . Yeah .
[PS4PR]
And if I let you drive my Rover home , would you ? She said yes to the actual question . That was more than a closed question , it was closed
[KGUPSUNK]
Oh right .
[PS4PR]
would you ? You said would you drive my Rover that 's the question ? When you said [UNCLEAR] we 'll talk about that question last .
[KGUPSUNK]
[PS4PR]
And the others will have to wait till they come up again .
[KGUPSUNK]
Ah ah !
[KGUPSUNK]
[PS4PR]
Right . Well done . See that , excellent . Right . How did it feel Jenny asking a load of questions ? Straight out [UNCLEAR] were n't they ?
[PS4PU]
Yeah , when she was saying asking them
[PS4PR]
And the , that 's right . Now , the other thing is Phil because he 's got a new experience with it , struggled to find a question .
[KGUPSUNK]
[PS4PR]
Right , he knew what she was talking about , she 'd got it written down and she was gon na get that information . But sometimes it can sound too I know this did n't happen
[KGUPSUNK]
Yeah , comes a bit too
[PS4PR]
it 's just [UNCLEAR]
[KGUPSUNK]
[UNCLEAR]
[PS4PR]
I mean I 'm not suggesting you , you behave like that on the phone
[KGUPSUNK]
[PS4PR]
but what I 'm saying is , awareness now , I 'm just slagging off the awareness . When it sounds rehearsed , it sounds , like , that . And it does n't sound quite as clear as if you have to think about who you 're talking to . So the fact that you struggled Phil
[PS4PW]
Mm mm .
[PS4PR]
to find the next question , the customer knows you 're thinking . Ah that 's interesting . Try and get that now buy yourself a bit of time
[PS4PW]
Mm .
[PS4PR]
think about that . Let me , let me think about that . Do you mind if I come back to you on that one ? And if you ca n't stand the heat get out quick and come back to it . But it , eventually it will sta , you 'll think afterwards , oh God ! I did n't know [UNCLEAR] the next thing . Analyse what you did
[PS4PW]
Sure .
[PS4PR]
then think about it , and there 's always another call . Yeah ? No problem at all . Okay . Now , that was very well done [UNCLEAR] . No problem at all there . Paul , would you like to ask Carly a question ?
[PS4PV]
I did n't understand it . I 've done three questions of each .
[PS4PP]
Oh God Paul !
[PS4PR]
Do you understand it now ?
[PS4PV]
No I , no I understand what you 're saying , it 's just that I thought you said three questions of each . I done three open , three limited , and three yes and no questions .
[PS4PR]
Would you , would you wan na erm , d' ya wan na
[PS4PV]
No I 've crossed them all out now .
[PS4PR]
Okay . Go on . Well away you go then ?
[PS4PV]
Sorry , well I 've
[PS4PR]
The blurb .
[PS4PV]
got that one .
[PS4PP]
[UNCLEAR]
[PS4PR]
My , must be my mistake .
[PS4PV]
Well I thought you would have got it in black and white .
[KGUPSUNK]
[PS4PV]
I got a big
[PS4PR]
No go on .
[PS4PV]
[UNCLEAR] in the mornings .
[PS4PR]
Go on Paul . Carry on . Carry on .
[PS4PV]
Hello Carly !
[PS4PP]
Hello Paul .
[PS4PV]
How long were you seeing your boyfriend then before you married him ?
[PS4PP]
Er , about six years .
[PS4PV]
About six years . Whose idea was it to get married ?
[PS4PP]
Both of us really .
[PS4PV]
Yeah ? Right . How old were you er when you got married ?
[PS4PP]
Twenty one .
[PS4PV]
Do you live at home with your par , er your parent 's home or erm do you live in , in your home ?
[PS4PP]
Well currently with my parents because we moved down .
[PS4PV]
Are your parents ha
[PS4PP]
Or moved up I should say , sorry .
[PS4PV]
erm are your parents happy with your choice of husband ?
[PS4PP]
Initially no .
[PS4PR]
Well [UNCLEAR] , I was afraid of the answer then . Well done . That was a very
[PS4PP]
[PS4PR]
good question Paul .
[PS4PP]
Yes obviously .
[KGUPSUNK]
[PS4PR]
Excellent
[PS4PP]
Keep you on [UNCLEAR] .
[PS4PR]
Excellent questioning Paul there .
[PS4PV]
Well I did have some more but I thought no I
[PS4PP]
Ah , thank God for that !
[PS4PV]
[UNCLEAR] .
[PS4PR]
How did you feel about answering those questions ?
[PS4PP]
Fine .
[PS4PR]
No problem ?
[PS4PP]
No .
[PS4PR]
Again , speed
[PS4PP]
But I think erm
[PS4PR]
Sorry go on .
[PS4PP]
Sorry .
[PS4PR]
No .
[PS4PP]
Answering back I thought he could have given me a bit more time cos I wanted to say something else and he was
[PS4PR]
Ah ah ! That 's interesting .
[PS4PV]
Yes .
[PS4PP]
You could have got more information Paul !
[PS4PV]
But I did n't .
[PS4PR]
Ah I know .
[PS4PV]
But I did n't
[PS4PR]
But just
[PS4PV]
want any more .
[KGUPSUNK]
[PS4PV]
I thought it was , it was , it was , en en en
[PS4PR]
No can I just , can I say
[PS4PV]
encroaching on her private business .
[PS4PR]
the er yes I know . I know .
[PS4PP]
I do n't care .
[PS4PR]
It 's only an exercise and , and you
[PS4PP]
Yeah .
[PS4PR]
and you have e , your own agendas there , obviously . What I 'm saying is is sometimes slowing the pace and simply
[PS4PP]
Yeah .
[PS4PR]
let her think a little longer because and then she 'll say , oh ! And then she 's just think of that . With Phil 's hesitance we got a bit more . And Phil was thinking I wonder whether this is about [UNCLEAR] and I 'm trying to think of the next question .
[PS4PP]
[PS4PW]
No .
[PS4PR]
Which is the question of what you feel when you 're in the field out there trying to work something through . Which calls
[PS4PS]
Actually you 've hit the nail on the head there did n't you ?
[PS4PR]
Mm ?
[PS4PS]
When you said Phil thought he was n't , I 'm not listening .
[PS4PR]
No .
[PS4PS]
Because that 's what it 's all about .
[PS4PR]
Yes .
[PS4PS]
And when you 're listening you 're watching for body language as well .
[PS4PP]
Mm .
[PS4PS]
And so if you have not been concentrating on the question
[PS4PR]
Yeah .
[PS4PS]
you will probably have recognized the body that says I 'm prepared to give you more .
[PS4PR]
Now , to be fair that comes with experience .
[PS4PS]
Of course .
[PS4PR]
Listening , as you become more comfortable and you become , you 've done it a few times you know what you 're gon na have to say and then you , you er , you listen more carefully to the answers . But the listening is the key . Paul had it well prepared and really she sa , but sh all his answers met with a logical sequence did n't it ?
[PS4PP]
Mm mm .
[PS4PR]
Very well done and he spent a lot of time working on that did you notice ? I 'm not saying that 's , okay , you got a bit misled by the instructions but do n't worry , but he still gave you could see that you know he was , you know , he was just
[PS4PP]
Yeah .
[PS4PR]
you know , he was caught in a
[PS4PP]
He was concentrating .
[PS4PR]
train of thought .
[KGUPSUNK]
[PS4PR]
He was erm , he was trying
[PS4PV]
Thanks .
[PS4PR]
very hard and e , good , good preparation does take effort . I mean I know we 're only playing here , but it does take effort and , practised effort becomes easier it does n't become hard work . It 's like playing a good game of squash , squash , to get a better game and it 's not so hard because you 're off to , you , you 're fit for the game . And that 's what you 'll do , you 'll become fit . You 'll be a better player .
[PS4PU]
As you say , when you 're on the phone you get those silences you just of go , mm mm , mm
[PS4PR]
Well done Jenny !
[PS4PU]
And like , [UNCLEAR]
[PS4PR]
Well erm , what 's ha , what would you call those ? Right . Okay .
[KGUPSUNK]
[KGUPSUNK]
[UNCLEAR]
[KGUPSUNK]
They know you 're listening .
[PS4PR]
Listening noises . That 's very good . That 's very good . Right . All
[PS4PS]
Can I do , just make one announcement ?
[PS4PR]
Yes . Please do .
[PS4PS]
Just to illustrate how important this thing is , you 've probably all come across and it really irritates me , you see people interviewing people on television and they 've got their clipboard there and they 've obviously got a prepared question so they ca n't falter and fine , that means they 've prepared it . And they ask a question and somebody 's very open with the answer and they da , they just , sa expand on that answer and then , two or
[PS4PR]
Aha .
[PS4PS]
three questions later they ask them the very question they just answered
[KGUPSUNK]
E e expect [UNCLEAR]
[PS4PS]
and that really irritates me ! And that 's purely and simply because they 're just not listening .
[KGUPSUNK]
Oh .
[PS4PS]
The easiest thing in the world to take off that question
[PS4PV]
Yeah .
[PS4PS]
so that it 's
[PS4PV]
[UNCLEAR]
[PS4PS]
so think about that because
[PS4PR]
Yeah . And you 'll lo
[PS4PS]
you do n't want to get the backs up of your customers by asking them questions [UNCLEAR] .
[PS4PR]
That is right . And you 'll losing the point of why
[PS4PS]
Absolutely .
[PS4PR]
you 're asking the question . See
[PS4PS]
Aha .
[PS4PR]
you 're not , you 're not paid to ask questions , you 're paid to get in , information .
[PS4PP]
Info .
[PS4PR]
Yeah ? That 's the point . So that fact that you ca n't think of a next question Phil
[PS4PW]
Mhm .
[PS4PR]
do n't worry , you 've got some information . We can all ask questions later okay ? What you really want then is a way to sort of happenings or embarrassments because you 're a bit stuck of where you want to go .
[PS4PW]
Mm mm .
[PS4PR]
That 's interesting . Let me write that down . Ah ! You 're giving yourself some new [UNCLEAR] , you know .
[PS4PS]
I think one of the things Phil can do in that si
[PS4PR]
Do n't worry about it .
[PS4PS]
or anybody could do in that situation is having asked a question , they 're a bit hesitant about er , the next question then simply throw in there to buy yourself some time something like ee , is that all ? Or , is any more that you can add to that ? Just to give yourself a bit of time
[PS4PR]
Mm . Or repeat the question .
[PS4PS]
for the next question .
[PS4PR]
It will help
[PS4PS]
Yeah .
[PS4PR]
you . Like we 've just suggested . Oh have you ? Or , what was your way of doing it before you said ? When , when you wanted to know where Mandy went ? Can you give us , tell us about that Paul ?
[PS4PV]
Well I kept asking her , it made hard work , yeah .
[PS4PR]
Yeah .
[KGUPSUNK]
[PS4PR]
What did you do to her ?
[KGUPSUNK]
You 've not been listening have you Paul ?
[PS4PR]
You know whe when , when we asked
[KGUPSUNK]
[PS4PR]
He 's still
[PS4PV]
Well I thought she did n't know that .
[PS4PR]
No he 's still sitting back on his reflected glory now .
[KGUPSUNK]
[PS4PR]
And rightly so as well . Well done . Carly would you like to demonstrate yours
[PS4PN]
Kath .
[PS4PR]
now ?
[PS4PP]
Er
[PS4PN]
Could I say , say something ?
[PS4PR]
Yeah .
[PS4PN]
I just think I just think it 's quite important for us all to realize I did a , when I used to do a similar job to this it took me a long time before I realized that the customer , you know on the phone does n't know that your you should n't have asked an open question there
[PS4PR]
Oh .
[PS4PN]
on the close and it comes , it just comes with practise , get all
[PS4PR]
Right .
[PS4PN]
from practise does n't it ?
[PS4PR]
Which is exactly it . what I 'm saying is is , you can , it does n't matter how you ask the question , but sometimes
[PS4PS]
[PS4PR]
what I 'm trying to help you practise , cos we 're not , we 're very good at asking closed questions in conversations but do n't very often recognize , but you know , we , we we we , we 'll zip backwards and forwards , and that 's okay , but I want you to do consciously is know what type of questions you 're asking because you can sometimes be hitting a brick wall and thinking I 'm getting anywhere here and it 's because you 're asking too many closed questions .
[PS4PP]
Mm mm .
[PS4PR]
And you 're making it sound like an interrogation . Erm , especially when you 're in front of a screen er or you 're in front of a , a form that you 're , someone 's saying get the traffic profile out and th what they send , what they , how many they send , it can sound like an interrogational . Get the buyer , get the product , get the carrier , get , and so on like that . You 've got to be careful that you are not losing the skill of a conversation .
[PS4PP]
Mm .
[PS4PR]
Open question what th va , advantage of open question is , is you do a less of it and they
[KGUPSUNK]
More of it .
[PS4PR]
More of it . And that 's why it , on a foundation course we keep the questioning very simple . Justin 's experiences has tooken it , taken it further than that which is brilliant , and he can apply those skills straight away . And if you 've got those skills apply to them job , I 'm not suggesting you do n't , but remember the first part of a , a tele , er a telephone or a face to face sales negotiation is , th th two of these and one of these . Right ? You should you be posing the questions and letting the discussion take place . Posing the questions , controlling it but posing it and letting it go . Right ? And you 're gaining information . When you 've gathered information a , and and come to a conclusion erm interesting , we may have something for you there . And that 's when you get your presenter out and start matching to what the customer wants . Now you 've gone through an alternative yesterday and we know , we ta , we do n't talk what is built in by design , what do we talk about ? We tell them what 's built in by design and then we
[PS4PN]
Tell them the advantages .
[PS4PR]
of what they get out of it . [UNCLEAR] . And we keep it simple . One feature maybe one or two benefits and you do n't have to tell them the whole story .
[PS4PP]
Mm mm .
[PS4PR]
As you said Bill , pull out the benefits and features that are appropriate to what you 've heard . Er , there may be something you 're interested in there ? Now there are tighter ways of actual sales negotiations but we have n't got the time to go into it today . You 'll have to come back on your selli , your course to do this . Okay ? Or you ca , if you can do it on your own , brilliant ! Run with it now . But what I want you to do is gather information , this is your answers , and match what you 're doing er , what we sa provide with what you found out then . Okay . And you 'll find out what method by just simply questioning them about the [UNCLEAR] . Let me just check before we start that everybody 's got this . I 'm sure Danny , Jenny , and Carly have , but just because we 've gone half way , can I just let the other three finish off their presentation ? Cos they 've sat and done the preparation . Carly .
[PS4PP]
Okay . Hello Paul !
[PS4PR]
[UNCLEAR]
[PS4PP]
[PS4PR]
[UNCLEAR]
[PS4PP]
Erm , I know you 're allergic to food and drink , so you keep on telling me , what sort of food are you allergic to ?
[PS4PV]
Just about everything under the sun .
[PS4PP]
What sort
[PS4PV]
Dairy products erm dairy products , oranges various fruits .
[PS4PR]
Remember the listening noises . Right .
[PS4PP]
Mm .
[PS4PR]
Yes ?
[PS4PV]
Er , ca n't think of anything else specific at the moment . But it 's just about , I 've got a list at home , it 's about this long though .
[PS4PP]
Right . Okay . Erm do you actually
[PS4PR]
What type of question is that when you do actually ? him . What type of question
[PS4PP]
A minute .
[PS4PR]
Yeah . And then , give him a choice like , can you
[PS4PP]
A choice [UNCLEAR] .
[PS4PR]
what were you going to ask Carly ? Do you actually
[PS4PP]
I was gon na ask him , do you actually eat the products still to a limit ?
[PS4PR]
Right . Okay .
[PS4PP]
It 's a closed question there .
[PS4PR]
Right , that 's right . How can you change ask , ge get to that , but say it as an open question . [UNCLEAR]
[PS4PP]
If there are limits
[PS4PR]
No . That 's a closed
[KGUPSUNK]
[UNCLEAR]
[PS4PR]
question .
[KGUPSUNK]
[UNCLEAR]
[PS4PR]
What do they begin with ? Sorry , they 're the words which you were [UNCLEAR] .
[PS4PV]
Which foo , which food do you eat ?
[PS4PP]
Yeah .
[PS4PR]
They 're the words true . There is nothing to give me
[PS4PP]
There was no [UNCLEAR] last night .
[PS4PR]
these are open questions . You said , do you actually eat the products that made you allergic Paul ? Right ? What you 're saying how can ask any of those , any of those sort of questions ? This is a very useful one .
[PS4PP]
Just by [UNCLEAR] .
[PS4PR]
How can you ask but using that word at the beginning of it ? I am allergic to almost an anything . And you wanted to know do you eat almost anything do n't you ?
[PS4PP]
Yeah .
[PS4PR]
Do you still suffer ? So , what , what word do you make it into an open question ?
[PS4PP]
Can you have them ?
[PS4PN]
How
[PS4PP]
Just [UNCLEAR]
[PS4PR]
How
[PS4PN]
How much of this food do you eat ?
[PS4PR]
How much of these
[PS4PP]
Yeah .
[PS4PR]
do you ?
[PS4PP]
Mm .
[PS4PW]
Which food .
[PS4PR]
Does anybody have any other suggestions . Mandy , you were saying
[PS4PW]
Which foods do you eat ?
[KGUPSUNK]
Which food .
[KGUPSUNK]
I was gon na say which food do you
[PS4PR]
Which foods , yeah .
[KGUPSUNK]
normally
[PS4PR]
But that 's still sort of limiting a bit though is n't it ?
[KGUPSUNK]
Yeah .
[PS4PR]
What I want , what food ?
[KGUPSUNK]
Types .
[PS4PR]
What , what is it ? What 's , er er , erm , what off this list do you feel [UNCLEAR] ?
[PS4PV]
It 'll come to
[PS4PP]
Yeah .
[PS4PV]
[UNCLEAR] you .
[PS4PR]
Alright .
[KGUPSUNK]
[PS4PR]
We 're gon na ask another question then though are n't we ?
[PS4PP]
Right .
[PS4PR]
Right well , can you ask your third open question ?
[PS4PP]
Okay . Third open question . What was it ? I ca n't
[PS4PR]
What food
[PS4PP]
What food
[PS4PR]
off this list , what do you actually eat ?
[PS4PS]
No , she 's already asked him what they
[PS4PR]
What do you actually eat ?
[PS4PP]
Yeah . Please
[PS4PS]
Yeah ?
[PS4PP]
Erm what food ?
[PS4PR]
That would be useful , yeah .
[PS4PP]
Yeah .
[PS4PV]
What foods do I eat ? Erm , I get everything , I 'm allergic to at the moment .
[PS4PR]
No , I 'm allergic to everything and I still eat it all .
[PS4PP]
Yeah .
[PS4PW]
Going by last night apparently , ordinary roast .
[PS4PV]
Yeah .
[KGUPSUNK]
[PS4PR]
Okay . Let's get back
[PS4PP]
[UNCLEAR]
[PS4PR]
to the point , the point of the questioning . Carry on Carly .
[PS4PP]
Go on then . Erm
[PS4PR]
Wha
[PS4PP]
are you scared erm
[PS4PR]
No . Are you scared , what type of question ?
[KGUPSUNK]
An open .
[PS4PR]
Let her work it through for herself .
[PS4PP]
Oh yeah .
[PS4PR]
I know , I know that your trying to help her .
[KGUPSUNK]
[PS4PR]
But I 'm trying to make her brain work not one of yours .
[KGUPSUNK]
[UNCLEAR]
[PS4PR]
[KGUPSUNK]
No , I have got a [UNCLEAR] .
[PS4PR]
I want to borrow , I want to borrow we can borrow your brain tomorrow Mandy . We 'll probably need you again
[PS4PP]
Erm
[PS4PR]
tomorrow . What I 'm saying is , are you , what er
[PS4PP]
Yeah .
[PS4PR]
what does it , what are you trying ask him Carly ? [UNCLEAR]
[PS4PP]
I du n no . What was your second , answer to your second question ? Sorry .
[PS4PR]
I eat lots
[PS4PV]
I eat , I eat everything that I 'm allergic to , virtually .
[PS4PR]
I 'm allergic to everything but I still eat it all . That 's the information you 've got so far .
[PS4PP]
Right . Is there a special method of cooking your food at home , not obviously outside ?
[PS4PR]
Now nobody help her at this stage . Is there a special method ? Wha what , how are you gon na answer that Paul ?
[PS4PV]
No .
[PS4PR]
Now , what sort of question is it you 've asked then ?
[PS4PP]
Closed .
[PS4PR]
Right . Is there a special method ? Which of these can you ask to get your open answer ?
[PS4PV]
What special
[PS4PR]
Shush ! I 'm asking
[PS4PV]
Oh !
[PS4PR]
Carly .
[PS4PP]
How do you cook your food ?
[PS4PR]
Well done ! What , or how
[PS4PP]
[PS4PR]
how do you cook your food ?
[PS4PP]
Thank you . Thank you .
[PS4PR]
Well done Carly !
[KGUPSUNK]
Yeah .
[PS4PR]
How do you cook your food Paul ?
[PS4PP]
How d' ya cook your food ?
[PS4PV]
I do n't , I get my mum to do it .
[PS4PR]
Right . Do n't worry about that . Now you 've got to
[PS4PP]
Okay .
[PS4PR]
go into
[PS4PP]
Yeah .
[PS4PR]
a limiting one ?
[PS4PP]
If your mum does n't do the cooking at home , who does it ?
[PS4PV]
I go out and buy chips .
[PS4PP]
You do . And er
[PS4PV]
No sorry , go on , I 'll , I 'll be helpful on that . I do .
[PS4PP]
You do ?
[PS4PR]
That 's no help Paul . Carry on .
[PS4PV]
Oh okay .
[PS4PR]
Next question .
[PS4PP]
Do you like your cooking ?
[PS4PV]
No .
[PS4PR]
Well , well done !
[PS4PN]
Well done !
[PS4PR]
Well that was a hard effort ! Very well done !
[KGUPSUNK]
[PS4PP]
Thank you , thank you , thank you !
[KGUPSUNK]
[UNCLEAR]
[PS4PR]
Well done ! Jean , would you like to have a go ?
[KGUPSUNK]
I want to know what happens to him .
[PS4PR]
Er
[PS4PU]
I know ! That 's what I was
[PS4PR]
I 'll save the best till last .
[PS4PS]
[PS4PT]
Hiya Danny .
[PS4PP]
Hiya . Hiya .
[PS4PT]
Erm , where do you wo usually buy your clothes from now ?
[PS4PP]
I beg your pardon ?
[PS4PT]
Where do you usually buy your clothes from ?
[PS4PS]
Oxfam .
[PS4PP]
Er
[PS4PS]
[PS4PP]
I 've just recently changed to Next but I used to buy them from Oxfam when I used to live here .
[PS4PT]
Oxfam ? Good shop that is . [UNCLEAR] .
[PS4PR]
Put it down now .
[PS4PT]
Right yo you go , got to Next ? Well why do you usually shop there , in Next ?
[PS4PP]
Erm because it 's got the Next label on it and I like that outfit .
[PS4PT]
What do you think of the staff in Next ?
[PS4PP]
I think they 're a load of pompous gits !
[PS4PT]
I 'm [UNCLEAR] . [UNCLEAR] And do you consider price or quality more important when you buy your clothes ?
[PS4PP]
Quality .
[PS4PT]
Quality .
[PS4PR]
Good question .
[PS4PT]
And erm , do you spend a lot of money , money on clothes ?
[PS4PP]
Not if I can help it .
[PS4PT]
[PS4PP]
No .
[PS4PR]
Excellent ! Was n't that good .
[PS4PP]
Yeah . Good .
[PS4PN]
It was good .
[KGUPSUNK]
[PS4PS]
Right .
[PS4PR]
You can keep your pen on the table .
[KGUPSUNK]
[PS4PT]
He 's gon na stab [UNCLEAR] .
[PS4PP]
[UNCLEAR]
[PS4PR]
[UNCLEAR]
[PS4PP]
I have this , it 's , it 's it 's it 's
[PS4PR]
It 's like being stuck on a telephone line .
[PS4PP]
it 's a really annoying habit I 've got
[PS4PR]
I know .
[PS4PP]
I know but I just ca n't help fidgeting my bottom .
[PS4PR]
I know it 's annoying , no . I know it 's annoying .
[PS4PT]
[PS4PN]
But I have anno
[PS4PT]
It is annoying though .
[PS4PN]
with a pen .
[PS4PT]
[PS4PS]
Do we all agree , we say annoying ?
[PS4PR]
Yep .
[KGUPSUNK]
Yeah .
[PS4PU]
[PS4PR]
Okay . Quiet , please , for Daniel .
[PS4PP]
It 's incomplete .
[PS4PT]
Think of a word .
[PS4PP]
Thank you Jean , I 'll forgive ya . Erm what type of music do you like ?
[PS4PT]
I like most types of music but erm at the moment I 'm , I 'm into U B forty , I quite like them .
[PS4PP]
You say , now erm why do you listen to this particular music ?
[PS4PT]
I think my daughter really weaned me onto it . I did n't have much choice , I was n't listening to it anyway so then I got quite to like it then .
[PS4PS]
Yes , you [UNCLEAR] .
[PS4PP]
Erm where do you listen to this music ?
[PS4PT]
Er , it 's just at home usually .
[PS4PP]
So , do you listen to this every day
[KGUPSUNK]
[PS4PP]
or is it like
[PS4PT]
Oh no , just occasionally
[PS4PP]
just sort of like
[PS4PT]
occasionally
[PS4PP]
when you 've got a bit of spare time ?
[KGUPSUNK]
[PS4PT]
It 's usually at weekends you know
[KGUPSUNK]
Ooh ! Excuse me .
[PS4PT]
I listen to them .
[PS4PP]
Yeah . Will you have this music played at your funeral ?
[PS4PT]
!
[PS4PW]
Oh God !
[PS4PT]
Mm ? No I do n't think so .
[PS4PR]
Erm , I need that one there .
[PS4PN]
You sound like a copper .
[PS4PR]
That one there . A what ?
[PS4PN]
He sounds like a copper does n't he ?
[PS4PR]
[PS4PT]
A copper . Aye .
[KGUPSUNK]
[PS4PS]
Jean , you know what the answer is do n't you ?
[PS4PT]
I do n't know . I do n't care , I 'm not there .
[PS4PS]
[UNCLEAR]
[KGUPSUNK]
[PS4PR]
Yeah . Well done . Well done .
[KGUPSUNK]
[UNCLEAR]
[PS4PR]
Lots of informa , I know it 's not re , I know we have n't talked about selling T N T , and I 'll , your questions are n't really about this time , I 'll do that in a minute . What questions can we ask about T N T , to T N T potential customers ? We asked about music , we asked about food , we asked about holidays , we asked family , we asked about , what was Ja , Mandy 's questions to you Jane ? What was your
[PS4PU]
Driving .
[PS4PR]
question ?
[KGUPSUNK]
Driving .
[PS4PR]
Driving . We asked about , what was your question to
[PS4PP]
Music .
[PS4PR]
music . Er , er clothes to Danny . What questions do you want to know from customers about , what d' ya wan na know about them ?
[PS4PN]
Their business .
[PS4PR]
About their business . What about their business Justin ? What is the question that you want answered ?
[PS4PP]
Do they send goods out ? Do they want a carrier ?
[PS4PT]
Do you use a carrier ?
[PS4PR]
Right .
[PS4PV]
How regular ?
[PS4PR]
Can we assume that something moves out of most buildings ?
[PS4PP]
Yep .
[KGUPSUNK]
Yeah .
[PS4PU]
Yeah , we can .
[PS4PR]
What sort of things move out of any business premises .
[PS4PW]
Papers
[PS4PU]
Letters .
[PS4PW]
or letters .
[KGUPSUNK]
Documents .
[PS4PR]
That 's right . Something 's likely to move . So yo , rather , do they send goods out ? Can we assume that one anyway Ju , maybe not goods
[PS4PN]
Well I su
[PS4PR]
but there 's , something moves that needs a delivery
[PS4PP]
Mm mm .
[PS4PR]
somewhere . Would you , would , wo , I mean , just the way , what made you feel that it would n't be the case ? But would you mean
[KGUPSUNK]
Well er , well I 've , and added two hundred mailers
[PS4PR]
Mhm .
[KGUPSUNK]
in like two days and
[PS4PR]
Yeah .
[KGUPSUNK]
that 's the fir , and you ring up hairdressers and
[PS4PR]
Mm .
[KGUPSUNK]
vets and all sorts
[PS4PR]
Mm .
[KGUPSUNK]
so you had to ask them .
[PS4PR]
Mm .
[KGUPSUNK]
A couple [UNCLEAR]
[PS4PX]
Some people just have , some people will will never have a need for a carrying service .
[KGUPSUNK]
Yeah .
[PS4PT]
No , there is some
[KGUPSUNK]
Are you , sort of
[PS4PR]
Okay , you were talking about , you you 're talking about your target customers were sort of like abattoirs and hairdressers and stuff like that ?
[KGUPSUNK]
Yeah but you know the mailers that we did , I mean
[PS4PR]
Right .
[KGUPSUNK]
that that
[PS4PR]
They were just registered businesses .
[KGUPSUNK]
we were told to ask
[PS4PR]
Right .
[KGUPSUNK]
you know
[PS4PR]
Okay .
[KGUPSUNK]
do you ever have a need for a carrier
[PS4PR]
Yeah .
[KGUPSUNK]
at all ? You know before you start giving them all the spiel
[PS4PR]
What type of question is that though ? Do you ever have a need
[PS4PN]
Closed .
[PS4PR]
for a carrier ?
[KGUPSUNK]
It 's closed .
[PS4PR]
Yeah .
[KGUPSUNK]
Cold .
[KGUPSUNK]
It 's , still a [UNCLEAR]
[PS4PN]
You have to [UNCLEAR] open .
[PS4PR]
How can you ask to that ? Yeah , you could say that . Well there 's , they need to know a little bit about you . So you said , you know , good morning , my name 's Kath [ANONYMIZATION] . I 'm a , the business repre , I 'm , I represent th er , T N T super mail , I er , am responsible for business development here
[PS4PR]
[UNCLEAR]
[PS4PR]
you 've recently received er erm , a some information from our company , am I right ?
[KGUPSUNK]
Yes .
[PS4PN]
Yes .
[PS4PR]
Or I know you 've recently received some information , that 's good . I can see that you are a hairdresser now what question do you wan na ask ?
[KGUPSUNK]
Would you ever need
[PS4PN]
How often do you have a use for a parcel carrier ?
[PS4PR]
How often would you ever send , or something into your company , or have something sent out especially , by perhaps a customer request ? So you need to know how often , right ? Assume something goes . I guarantee something 'll go . It might be once in
[KGUPSUNK]
Yeah .
[PS4PR]
bloody blue moon and you may not be worth putting on your [UNCLEAR] and calling every six weeks Mandy , but , it might be worth asking it in a more open way . Because Sod 's law 'll say if you ask it open , you 'll find summat out you never assumed .
[KGUPSUNK]
Mm .
[PS4PR]
Yo you know . You never thought . Well actually , yes we 're the head office
[KGUPSUNK]
[PS4PR]
for a regional group here and as well as have a , er an actual service for hairdressing we also have a distribution er control shop at the back . And , we have our own delivery service to our cu , to our own network . Now what 's the question you can ask this hairdresser that got his own bus , I know I 'm using a , a an extreme
[KGUPSUNK]
Mm mm .
[PS4PR]
point , they 've got their own delivery service . What else would you like to ask ?
[KGUPSUNK]
Is there any place you can ever not go to ?
[PS4PR]
What areas does it , do they tend to serve ? What happens if give me an scenario , a cautionary tale like the insurance man does to his customers . You sell [UNCLEAR]
[PS4PS]
God forbid
[PS4PR]
God forbid ?
[KGUPSUNK]
[PS4PS]
God forbid that you should ever lose parcel and Mrs [ANONYMIZATION] on Newcastle has n't got a wig base any more
[KGUPSUNK]
[PS4PS]
your reputation 's going to be in tatters , is n't it ?
[PS4PR]
What do you do in that situation ?
[PS4PS]
What are you gon na do ?
[PS4PT]
[PS4PR]
Do you know the one thing in that
[PS4PS]
God forbid !
[PS4PR]
he said , and I wrote it down here , which I think is wonderful , probe th the past problems and future worries . What would happen if
[KGUPSUNK]
Yeah .
[PS4PR]
in the future ? What has happened , when
[KGUPSUNK]
Mm .
[PS4PR]
is past . Yeah ? That 's a very good question .
[PS4PS]
That 's how they do , sell insurance cos e everybody knows who they 've use , had a mishap and not insured .
[PS4PR]
Because if you say , have you , what type of question 's this ? Have you ever had any problems ?
[PS4PV]
It 's a closed one .
[KGUPSUNK]
Na , no .
[PS4PR]
And what they gon na say ?
[KGUPSUNK]
No .
[PS4PR]
How difficult was it Mandy to think when Jenny was asking you about your holiday ?
[KGUPSUNK]
It was quite difficult . Why ? Mm mm .
[PS4PR]
And you , you gave mono , what 's the word ?
[PS4PN]
syllabic . Syllabic .
[PS4PV]
Syllabic .
[PS4PR]
syllabic . Ca n't get my teeth right . Monos , one word answers did n't she ?
[PS4PR]
Long words like .
[PS4PR]
What I 'm saying is , is if customers
[KGUPSUNK]
[UNCLEAR]
[PS4PR]
feel like that and if you ask , if , they must say yes , no , because it , to engage , hang on th the phone rings , ring , ring , ring , ya , yes ? Yeah ? Erm , yes right er , yes . You know , and they 're in this sort of
[PS4PP]
Mm .
[PS4PR]
mo , very
[PS4PP]
Yeah .
[PS4PR]
fra , ma frame of mind , you got to demand and wait for the answer , even though it might take a minute for the [UNCLEAR] to say erm , erm , oh we use erm , you know , we 've got a , a , a local van that comes and se , like , you know . What happens if Well , oh sa , pwurgh , I do n't know , I mean she has to wait for a week . You know ? You know . Or we rush one over to her specially , make a special journey . Right , now where d' ya , what do you wan na go , what question do you wan na ask her next ? Someone other than Justin now .
[PS4PX]
How do you achieve that ?
[PS4PR]
How do you achieve that . Good question . What sort of question is that Bill , open or closed ?
[PS4PR]
Open .
[PS4PX]
Open .
[PS4PR]
Wo ! That is open question . How do you achieve that ? Now sometimes what salesmen do is suggest the answer , do you do this ? Do you do that ? Do you do that ? Do you do that ? Shut up ! Do n't keep on .
[PS4PS]
[PS4PR]
How do you do that ? Quite difficult eh , er well usually somebody goes in their car , you know . She 'll send her , or I 'll le I 'll let someone go , someone from the shop go . Now what do you wan na ask ? You think of the problems .
[PS4PV]
Could this possibly leave you short handed ? No that 's a closed question .
[PS4PR]
Closed . [UNCLEAR] . Right , a good question . A very good question . Could it leave you short handed ? Change it to an open question .
[PS4PN]
How do you manage when this person 's out delivering the goods ?
[PS4PR]
Hang on Justin . Same question Paul
[PS4PV]
Yeah .
[PS4PR]
but what it means is , what 's the difference ?
[PS4PV]
Well , you 've got ta [UNCLEAR] .
[PS4PR]
That 's right . Or , you shut up
[KGUPSUNK]
[PS4PU]
[PS4PR]
and I start talking , you 'll find out more . How do you manage ? Really ? God forbid ! How do you manage ?
[PS4PV]
Touch wood .
[PS4PR]
Oh ! You do n't say ? Honestly ? You 've got that , you blow the problem up a bit . Hang on in there now , you 've found it !
[PS4PP]
Mm .
[PS4PR]
That 's where you wan na be . I do n't care whether you ca n't work a rate out I do n't care whether you know nothing about T N T , you 've found a need . Do you want some help ? You got to the close , do you want some help ? And they say
[PS4PT]
Well yes .
[PS4PR]
what are you offering ? You say , I 'll tell ya . I 've got my , my [UNCLEAR]
[PS4PS]
Oh yes .
[PS4PR]
[UNCLEAR] .
[PS4PS]
Ah !
[PS4PR]
Yeah ?
[PS4PS]
That 's when you , you get your question .
[PS4PR]
You 're in there .
[PS4PS]
Yeah .
[PS4PR]
Your
[KGUPSUNK]
Oh Justin !
[PS4PR]
now you 've got ta use those features and benefits to explain . So you 've got ta be thinking and know which features to pull out . You do n't have to say we are a multi-national company with a hundred , in among hundred and ninety countries , we have a sales , a fleet of three thousand in this country , you do n't have to give them a list . D' ya remember [ANONYMIZATION] going through this and what did the fella say on the phone , can you remember ?
[PS4PV]
You 're too big for us .
[KGUPSUNK]
Too big for me .
[PS4PN]
Too big for me .
[PS4PR]
You 're too big for us .
[PS4PS]
Or
[PS4PP]
Yeah .
[PS4PR]
This is a , this a smaller regional office , you 'll know that we have a local depot here in Lan , in Stockport . [UNCLEAR] wherever you are , if it 's a local set-up . Yeah ? And you relate the features in the right way to that appropriate package , that problem . Yeah ? And in closing you simply say do you want to use us ? Shall we go ahead with it ? What other ways can you have to close a question , when you want , wan na get a green light ? You 've presented your offers out
[PS4PP]
Can we get some [UNCLEAR] ? Get some help .
[PS4PR]
Shall we start , shall we start coming up ? Erm , shall we start , you might not even have to get the [UNCLEAR] , shall we start it , the ball rolling then ?
[KGUPSUNK]
Mm .
[PS4PR]
What other ways can you ask them if they wan na get the
[PS4PW]
Would you like me to arrange an appointment ?
[PS4PR]
Would you like me to , yes , maybe ha , if you ask a question and have n't established what ? You 've got ta establish something else .
[PS4PR]
Just wan na to try , get them to try , try it .
[PS4PR]
Yeah . Would you like to u , can you see yourself that service ? What d' ya wan na know now ?
[PS4PR]
Where ? Quickly .
[PS4PR]
You ca n't wait , see how the a , it begs the other question ? When would like to start ? Would you like to start now or
[PS4PP]
[UNCLEAR]
[PS4PR]
good .
[PS4PP]
Mm .
[PS4PR]
I 'm gon na have to let Carly have your go now ?
[PS4PP]
[PS4PR]
Cos you 've got to get two , you need to , you need to really close there do n't you ? I 'm gon na stop it there folks . Have I given you something to be going on with ?
[PS4PN]
You have , yes , thank you .
[KGUPSUNK]
[UNCLEAR]
[PS4PP]
Thank you .
[PS4PS]
Very interesting that .
[PS4PR]
I 'll be keeping this for the next few days with me looking after it .
[PS4PS]
No he , he said did n't want it .
[PS4PP]
Can we take
[PS4PU]
Yeah .
[PS4PR]
You better take , we 're spending , [UNCLEAR] we 'll be , yeah , you can spend more time there .
[PS4PN]
Kath , what am I doing tomorrow ?
[PS4PR]
What , what ?
[PS4PU]
Stick up walls .
[PS4PR]
[UNCLEAR]
[PS4PN]
That , [UNCLEAR] .
[PS4PR]
Come on then .
[PS4PS]
[UNCLEAR] phone calls can we make ?
[PS4PN]
Ah that 's alright then ?
[PS4PR]
[PS4PV]
Same as this .
[PS4PU]
Thanks Kathy .
[PS4PR]
Okay .
[PS4PN]
Thank you Kath . I wo n't be here tomorrow .
[PS4PU]
See you soon .
[PS4PR]
Oh that 's alright then .
[PS4PU]
Hopefully .
[PS4PR]
You 'll tha , you 'll , yes
[PS4PN]
So we can ring you up .
[PS4PR]
have a brilliant time .
[PS4PT]
Oh righto .
[PS4PR]
What I want you to do , I do n't want to delay you because of your erm trains and I 'd will have hate to be the ones that keep you any later , you have an
[KGUPSUNK]
I know .
[PS4PR]
evaluation sheet
[PS4PW]
Yes .
[PS4PR]
and you have your agenda , will you fill it in and send it to me ?
[PS4PN]
How shall we send it ?
[PS4PR]
Right .
[PS4PN]
Which service would you
[PS4PU]
Internal .
[PS4PN]
like us
[PS4PR]
You
[PS4PN]
to use ?
[PS4PR]
you do that
[KGUPSUNK]
[PS4PV]
Three day .
[PS4PR]
Who is taking these
[PS4PV]
When did you want it ?
[PS4PR]
through to the
[PS4PN]
Me .
[PS4PR]
Oh are you Justin ? Will you send me yours ?
[PS4PN]
Okay .
[PS4PR]
Will the others fill them in now .
[PS4PU]
Oh ! Jenny , I need to get your
[PS4PX]
Can we fill them in tonight and
[PS4PU]
my bag out of the back .
[PS4PX]
give it in
[PS4PR]
Can you give me it tomorrow ?
[PS4PX]
but give them in the morning cos we 've got to come over in the morning have n't we ?
[KGUPSUNK]
Shall I give the keys to
[PS4PR]
Well what are you gon na do now then ?
[KGUPSUNK]
Are you gon na drop it down ?
[PS4PN]
I 'll go and
[PS4PX]
I du n no . Cos I have n't thought .
[KGUPSUNK]
Oh brilliant !
[PS4PR]
You 're gon na stay . You 're gon na sit down and do them now .
[KGUPSUNK]
I 'll give the keys to you in a minute .
[PS4PU]
Have you got time to do it now ?
[KGUPSUNK]
No , cos we 'll be going in a minute . I 'll do it tomorrow .
[PS4PR]
No you 're se , you 're sta staying
[PS4PX]
Said we 've just got ta stay here .
[PS4PR]
to do them now .
[KGUPSUNK]
Yeah but I thought we should get cracking in the car .
[PS4PX]
We ca n't really stay , you have to come in in the morning .
[KGUPSUNK]
Yeah .
[PS4PR]
Danny , you 're , you 're getting your er , you 're gon na wait for yours [UNCLEAR] are you ?
[PS4PP]
I 've already done it now ?
[KGUPSUNK]
See you ! Nice meeting everybody .
[KGUPSUNK]
[UNCLEAR] .
[PS4PS]
Take care .
[PS4PN]
See you later [UNCLEAR] .
[PS4PR]
No Carly , it 's too late to do it now .
[KGUPSUNK]
Yeah , hopefully .
[PS4PP]
I just got a message from [UNCLEAR] .
[PS4PN]
See you later mate .
[PS4PR]
Would you fill that in now
[KGUPSUNK]
See you later mate .
[PS4PR]
and then sleep on it ? Are you feeling alright my dear you look a bit ?
[PS4PP]
See you back at the old sales office .
[PS4PT]
No I do n't .
[KGUPSUNK]
Yeah , you could say that .
[PS4PR]
No ?
[PS4PT]
I do n't feel [UNCLEAR] in here .
[PS4PN]
Right , see you later then .
[PS4PR]
Cos I 've been spectating [UNCLEAR]
[PS4PT]
I know . John never said .
[PS4PR]
You look a bit , I 've lost you somewhere now .
[KGUPSUNK]
[UNCLEAR]
[PS4PT]
Thanks a lot .
[PS4PU]
See you Mandy .
[PS4PT]
See ya .
[PS4PU]
See you Mandy .
[PS4PT]
Bye . Give me a ring .
[PS4PU]
Yeah I 'll find out .
[PS4PT]
Even if it 's [UNCLEAR] .
[PS4PU]
Cos I do n't know your number , give me a ring between one and three .
[PS4PT]
Give you a , a chat to you .
[PS4PU]
Freephone number .
[PS4PT]
Ah ! Oh good !
[KGUPSUNK]
Oh sorry darling .
[PS4PT]
Of course !
[PS4PU]
Of course ! See you Danny .
[KGUPSUNK]
[UNCLEAR]
[PS4PP]
Bye Jenny . Bye love . [UNCLEAR] , back to your car yes ?
[PS4PR]
It 's , Jenny
[PS4PP]
Yeah well we 'll going anyway so
[PS4PR]
will you , be alright when you get to your car ?
[PS4PU]
Yeah .
[PS4PN]
No stay here with me I 'm gon na walk [UNCLEAR]
[KGUPSUNK]
No but she 's got a phone in the car .
[PS4PR]
Take care ladies , look after yourselves .
[KGUPSUNK]
Yeah and you Bill .
[PS4PS]
Yes well this is [UNCLEAR] .
[PS4PT]
Best of luck Bill . I hope to hear from you .
[PS4PU]
[UNCLEAR]
[PS4PT]
Get some [UNCLEAR] .
[PS4PV]
Oh I see .
[PS4PR]
[UNCLEAR]
[KGUPSUNK]
Yeah and you .
[KGUPSUNK]
[UNCLEAR]
[PS4PS]
Oh I 've got to see if Frank 's changed .
[PS4PR]
Well no , you can do it first .
[PS4PR]
I du n no , but we have n't got any . I need them .
[PS4PR]
Well in , twenty minutes .
[PS4PR]
Well yeah .
[PS4PU]
In twenty minutes ?
[PS4PR]
So you 'll be back here at quarter past four
[PS4PR]
Alright then .
[PS4PR]
and you finish the [UNCLEAR] .
[PS4PR]
Okay then .
[KGUPSUNK]
[PS4PR]
So you do n't have to [UNCLEAR] . You know that would be better [UNCLEAR]
[KGUPSUNK]
Wo oh oh oh oh !
[PS4PN]
Yeah , I think she wants I 'm trying [UNCLEAR]
[KGUPSUNK]
Oh that 's better .
[PS4PR]
Do n't worry . Everything will be fine .
[PS4PN]
Alright . Well I 'll bring him back here .
[PS4PS]
Yeah .
[KGUPSUNK]
[UNCLEAR]
[KGUPSUNK]
Yeah .
[KGUPSUNK]
[UNCLEAR]
[KGUPSUNK]
Well where are you going , are you not coming back then now ? Alright . What , what room number are you in then ? One , twenty eight ?
[PS4PP]
Yeah .
[KGUPSUNK]
Right , I 'll give you a ring when they
[PS4PP]
Well er , once I 've had my dinner .
[KGUPSUNK]
[UNCLEAR]
[PS4PS]
Cheers then .
[PS4PN]
See ya . Ta ta .
[PS4PP]
See you later .
[PS4PS]
Yep .
[PS4PP]
Bye- bye .
[KGUPSUNK]
Ta -ta .
[PS4PS]
I do get I mean it 's come back
[PS4PR]
I think it 's , it 's down there
[PS4PS]
you might say it 's with , with [UNCLEAR] .
[PS4PR]
[PS4PN]
What 's second , third and fourth ?
[PS4PR]
Jenny I thought would ring [UNCLEAR] .
[PS4PV]
See you later .
[PS4PW]
I 'll see you back at the classroom round there
[PS4PP]
What room number are you in ?
[PS4PW]
tomorrow morning
[PS4PR]
Okay .
[PS4PW]
then Bill ?
[PS4PT]
Thanks very much . My stomach 's churning .
[PS4PX]
I 'll see you when you come down tomorrow then .
[PS4PR]
If you 'd like to go and get a cup of tea
[PS4PX]
No it 's alright John .
[PS4PR]
from the canteen
[KGUPSUNK]
Bye !
[PS4PR]
you can fill that in down there . If you 'd rather have a cold drink
[PS4PN]
We got a same day driver picking me up at five fo , five thirty outside the hotel .
[PS4PR]
Oh right .
[PS4PT]
Five ? Well you get off .
[KGUPSUNK]
On same day service now ?
[PS4PT]
Oh you 're going same day are ya ?
[PS4PN]
Yeah they said erm
[PS4PT]
Can we see
[PS4PN]
Said it could be better
[PS4PR]
I 'll get it . Do n't worry .
[PS4PS]
Use my cell phone .
[PS4PT]
Can we cube ya ?
[PS4PR]
I think this is a telephone shall I tell [UNCLEAR]
[PS4PN]
No I think Mandy 's in the area .
[PS4PR]
phone , does anybody know how I 'm gon na get one ?
[PS4PT]
[UNCLEAR]
[PS4PR]
Hello .
[KGUPSUNK]
Where 's Jenny now ?
[PS4PN]
She 's gone down to pay for the , get something out of the boot outside .
[PS4PT]
And help me do [UNCLEAR] .
[KGUPSUNK]
Oh has she ?
[KGUPSUNK]
[UNCLEAR]
[PS4PT]
A fiver . Oh , you 're a hard women , och I 'll buy you [UNCLEAR] .
[KGUPSUNK]
[UNCLEAR] David 's getting them in .
[PS4PT]
What ?
[KGUPSUNK]
Or thre er Terry .
[PS4PT]
What ?
[PS4PN]
Are you getting a lift with Justin ?
[PS4PP]
No I just said .
[PS4PT]
No .
[PS4PP]
Er Justin
[PS4PN]
I want erm my [UNCLEAR] and my bag .
[PS4PP]
No Jenny 's coming back , I think .
[PS4PT]
Justin 's not coming back . I think
[PS4PP]
Justin
[PS4PT]
he 's taking , has Jenny ?
[PS4PP]
Jus , er Justin 's got ta come back in
[PS4PR]
I know .
[PS4PP]
a minute . Jenny 's come back in a couple of minutes .
[PS4PT]
Justin 's not coming back .
[PS4PP]
Well
[PS4PR]
Yes .
[PS4PP]
he 's got ta come back
[KGUPSUNK]
Yes .
[PS4PP]
hand his folder in . I said
[PS4PT]
Yeah ?
[PS4PP]
that to him .
[PS4PR]
Do you wan na go and get yourself a cold drink ?
[PS4PT]
Oh oh .
[PS4PR]
The girls in the canteen want to lock up and go home .
[PS4PP]
It 's alright cos Jenny , Jenny 'll be back .
[PS4PT]
Shall we do our
[PS4PP]
We 're getting
[PS4PR]
Well so
[PS4PP]
picked up .
[PS4PR]
Complete this up here .
[PS4PR]
No , no , my bag has
[KGUPSUNK]
[UNCLEAR]
[PS4PR]
Then you come back here .
[PS4PP]
Alright .
[PS4PR]
Go and get yourself a
[PS4PN]
And if I do n't see her , you can wait another twenty minutes .
[PS4PR]
Alright .
[PS4PR]
go and get yourself a cold drink and bring it back up here .
[PS4PP]
[UNCLEAR] ?
[PS4PN]
Yeah .
[PS4PR]
I du n no if she 's coming back .
[PS4PN]
[UNCLEAR]
[PS4PR]
[UNCLEAR]
[PS4PP]
That 's a closed question .
[PS4PN]
Ah !
[PS4PP]
Mind you , well that is .
[KGUPSUNK]
Shut the door [UNCLEAR]
[PS4PR]
[UNCLEAR] go and get yourself a cold drink and come back and [UNCLEAR] . The only ones I 'll let go are Carly and Bill , they 've got ta catch a plane , er train , and Justin 's got to come back [UNCLEAR] before he heads back to the hotel [UNCLEAR] . But while you 're here leave it covered like this and it 's a bit .