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Case study Backchat communications

2

1. 
   Thomas Ibanez is frustrated because he can’t contact Jung Jun, which makes it
   

more difficult to run the delivery service.

2. 
   In the courier business ‘time is money’ because customers pay for fast delivery of urgent packages, and the faster a driver delivers, the more customers he can serve.
   
3. 
   Jung Jun’s phone is on voicemail, perhaps because he has a battery problem, or he has switched it off while speaking to a customer or while having a break, or because he is out of range of a transmitter, or because it has broken down.
   
4. 
   Mobile phones with geopositioning would mean the office would be able to know
   

exactly where drivers were at any moment.

3

1. 
   Because they have longer line rental time and include more sophisticated handsets.
   
2. 
   Because it helps them to manage their future cash flow.
   
3. 
   a The Hi-tech plan, if they need geopositioning. b and c All opinions are possible.
   

6

1 b 2 d 3 a 4 c 5 g 6 e 7 h 8 f

7

1. 
   Is the freeze the only reason you’re not ready to order today?
   
2. 
   I’m glad you mentioned that. It’s difficult to understand why one supplier is 20% more expensive than another, isn’t it? But have you asked yourself why there’s such a large difference?
   
3. 
   I understand how you feel. A lot of our customers felt the same way before they
   

tried the product. But after they adopted it, they found it surprisingly robust.

4. 
   If I could show you how you could pay less for insurance on a new car than on your old car, would that make you feel better about it?
   
5. 
   You’re probably asking yourself if Head Office might block the deal. We’ll be happy to meet them and explain why it’s a good choice. Are you comfortable with that?
   
6. 
   Do you mean that you’ll choose the supplier who delivers the fastest?
   

4

1. 
   Thomas Ibanez
   
2. 
   Office Manager
   

3 200

4. 
   Bluetooth headsets
   
5. 
   email
   
6. 
   more sophisticated
   
7. 
   geopositioning system
   
8. 
   the mp3 player and TV
   
9. 
   watching TV
   
10. 
    playing video games
    

6.