Step 1 · Enquiries
Clearbeam Equipment · Fictional company
Hi, looking into your inspection equipment. We make aluminium phone housings, and customers have been complaining about scratches getting through.
Hi, I can help with products and pricing. Are you inspecting by hand, or do you already use a machine?
By hand. Three lines, about 90 parts a minute. We can’t keep up.
The standard model can handle 90. How fine are the scratches you’re missing? Send me photos from the complaints if you have them.
What reaches you:New enquiry: aluminium phone housing manufacturer, three lines, manual inspection, customer complaints about missed defects. May need three machines. I’m checking defect size.
Step 2 · Explaining the solution
Clearbeam Equipment · Fictional company
Like this, about 0.05 mm. The polished surface has a lot of glare. The last vendor couldn’t capture it.
Glare is the hardest part with this material. We’ve inspected polished aluminium, but at 0.1 mm. I don’t have data for 0.05 mm, so I don’t want to guess. I’ll check with engineering and get back to you within one business day.
What reaches you:David is asking if we can detect 0.05 mm scratches on polished aluminium. Our materials don’t cover it.
You reply:Needs coaxial lighting. Have him send 5 samples for testing first.
Got it. I’ll tell him that and add it to our notes. Next time I’ll ask about material and defect size first.
Step 3 · Quotes
Clearbeam Equipment · Fictional company
Got the sample results. Looks good. What’s the price for three machines, including installation?
Three standard machines with coaxial lighting: US$42,000 each, plus US$6,000 for installation. Total US$132,000. Delivery in six weeks. The quote is in your email.
That’s over budget.
What's your budget? If you'd like a smaller first payment, you could install two first. I'd need to check next year's price for the third. Shall I ask?
What reaches you:Quoted David US$132,000 from your price list. He says it's over budget. I'm asking for his budget and suggested installing two first. Next year's price for the third is your call.
Step 4 · Negotiation
Clearbeam Equipment · Fictional company
My boss says we need 10% off to approve all three at once.
Is 10% your boss’s target, or do you have another quote at that price?
Another vendor is around that price, but they haven’t tested our samples.
Understood. I can’t approve that price; I’ll need to ask the person in charge. If you can sign by month-end, I’ll have a stronger case. Would that work?
Yes, we can sign by month-end.
What reaches you:David wants 10% off, beyond your limit. He’ll sign by month-end. The competitor is cheaper but hasn’t tested samples. How would you like to respond?
You reply:5% off, plus the first year of maintenance at no charge.
Step 5 · Closing
Clearbeam Equipment · Fictional company
Approved: 5% off, plus the first year of maintenance at no charge, if you sign by month-end. Installation stays at full price. Total US$125,700.
Works for us. Send the contract to Lisa in purchasing.
Will do. The colleague handling contracts will send it to Lisa. I’ll follow up until she confirms receipt.
What reaches you:Deal agreed: three standard machines with coaxial lighting, US$125,700, first-year maintenance included, delivery in six weeks. Please send Lisa the contract and arrange payment collection.
Step 6 · After-sales support
Clearbeam Equipment · Fictional company
Hi David. It’s been two weeks since installation. Are fewer defects getting through?
Much better. But the screen on line two has been flickering occasionally this morning.
Does it flicker right at startup, or after it’s been running? Any error codes? A short video would help if you can send one.
Starts after about half an hour. No error code. Here’s the video.
Got it. I’ve sent it to the engineer handling this. He’ll get back to you after reviewing it. Let me know if the line stops and I’ll flag it as urgent.
What reaches you:Line two’s screen flickers after about half an hour. No error code. Video attached; the line is still running. Passed to engineer Wong. No repair time promised.