Call #360 · on the line
Tomasz Pettigrew
of Faleolo, Trimley and Palgrave Wall Coatings Partnership
a replacement for a fridge that is not broken · needless replacement
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The call
Oldest line at the top; it reads downward like a script.
Tomasz Pettigrew
Hello, Tomasz Pettigrew here, Faleolo, Trimley and Palgrave Wall Coatings Partnership — we've just made me team leader, and we're all wondering how long your fridge has been running fine.
Bernard
Hold on, let me turn the radio down. Sorry, it's a programme about antiques, they've just found something in a barn. A wall coating partnership, you said — you must be doing well to be made team leader, congratulations. Now, my fridge, you were asking how long it's been running?
Tomasz Pettigrew
That's very kind, thank you — the floor's pleased as anything. We're calling because we can put a newer fridge in your kitchen, delivered well before your current one expires.
Bernard
Before it expires, you say. Well, that's very thorough of you. Does it come in green at all? Only my kitchen's a bit of a green affair, and the bird would have something to say about a white one.
Tomasz Pettigrew
We can certainly note the colour request, and the whole team will look at it. Look, a working fridge fails eventually, so the sensible thing — and we say this as a floor — is to replace early rather than wait.
Bernard
Oh, I'd have to think about it. My last one did go eventually, mind — made an awful noise first, like a little tractor. Would the new one need feeding at all? Or is that just the bird.
Tomasz Pettigrew
Nothing to look after, I promise — that's the bird's job. Can I put you down for the yes and get a delivery booked?
Bernard
You're very good. Now, would it come before or after the clock in the hall? Only that's four minutes fast, so I'd want the man to knock four minutes early.
Tomasz Pettigrew
Four minutes early noted — I'll have the whole team briefed on that. So shall we call that a yes and set the date?
What the script said
The beats the caller had to get through.
- Open by asking how long their current fridge has been running fine.
- Explain the replacement: newer fridge, delivered before the old one expires.
- Address the objection: working fridges fail eventually, so replace early.
- Ask for the yes to schedule delivery of the replacement fridge.