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Sample answer:
No, that hasn’t happened in our company yet. There have been two instances when the deals
almost reached that point, but I’m glad to say that we never reached that part. That is some-
thing we don’t want to happen. That situation will not contribute anything good to the busi-
ness.

1. You are losing patience over bad business dealing. Present this to your client
as you attempt to terminate the deal.

a. late delivery
b. poor product quality
c. poor warrant service for damaged products

Sample answer:
I must be very frank with you, Mr. Tan. I’m very disappointed by the way this deal has turned
out. In fact, I’m so disappointed that I’m ready to end this deal right now. I’m sorry to say that
you have lost our company’s trust. Why? First, you have been consistently late in delivering our
orders. Another disappointment is the poor quality of your products. Unfortunately, the actual
products delivered do not display the high quality that you discussed during your product
presentation. The quality of the actual products does not match the quality of the samples that
you provided. We are very disappointed. We tried availing ourselves of the warranty service
that you provided, but we were again disappointed by the poor service that we experienced.
As you can see, we have given you so many chances to save this situation. We think this is too
much. I’m sorry to say, but we have decided to terminate our deal. I hope that if ever we work
again in the future, we will have a much better working relationship.

2. A very important client wants to end a deal because of some oversights on
your part regarding service delivery and product malfunction. How do you
convince the client to go on with the deal?

Sample answer:
Mr. Kevin, on behalf of our company, I would like to apologize for all the inconvenience that
this situation has given to you. This sort of thing almost never happens in our dealings. This is,
in fact, the first time that this has ever happened, and we’re very sorry that it happened with
our deal with you. Nevertheless, I am personally assuring you that I will monitor the progress
of your order. I will update you about the progress of our deal. We will give you a replacement
for the malfunctioning machine that you ordered. We will see to it that your business will not at
all be affected by this inconvenience. We are doing our best to remedy this situation. We hope
that this will not discourage you from any future deals with us. Again, we are very sorry about
this and we will do everything we can to help you.

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