You've learned how to introduce yourself, describe products, exchange contacts, and make small talk. But trade fairs are unpredictable. Let's think about problems.
Write your ideas:
Which of these situations have you experienced in real work? How did you handle it?
When something goes wrong, stay professional. Use this 4-step framework:
C — Clarify the problem. What exactly is wrong?
A — Apologise briefly. Show you understand.
L — Look for a solution. What CAN you do?
M — Move forward. End on a positive note.
Look at these pairs. One is unprofessional. One is calm and professional. Which would you rather receive as a customer?
The problem: A visitor was told the price was €50. The real price is €85.
"That's not our problem. The price is €85. My colleague made a mistake, not me."
Why it fails: Blames someone, rejects responsibility, sounds dismissive.
"I apologise for the confusion. Let me check our system... Yes, the correct price is €85. What I can do is give you our volume discount — so it comes to €75. Does that work for you?"
Why it works: Clarifies, apologises, offers a solution, moves forward positively.
The problem: A visitor wants to see a product sample. You promised it, but it's not ready.
"Sorry, it's not here. The warehouse is slow. You'll have to wait."
Why it fails: Makes an excuse, gives no timeline, no solution.
"I understand you wanted to see the sample today. I apologise — the warehouse is still processing it. What I can do is send it to you by tomorrow morning, or I can show you detailed photos on my tablet right now. Which would you prefer?"
Why it works: Acknowledges the issue, apologises, offers two solutions.
The problem: A customer ordered a product for next week. Now you must tell them it's delayed by 2 weeks.
"The delivery is late. It'll arrive on the 15th instead of the 8th. Sorry."
Why it fails: Vague, apologetic but no action plan.
"I need to let you know about a delay. Your order will now arrive on 15th March instead of 8th March. I apologise — this isn't what we promised. What I can do is give you a 10% discount on this order, and I'll track the shipment and email you updates. Does that help?"
Why it works: Clear dates, apology, compensation, and ongoing support.
Your teacher will give you a problem situation. You respond using the CALM framework. Focus on:
Choose 2 of these 4 scenarios. For each one, respond using the CALM framework. Speak your full response aloud.
Click a scenario to select it.
AVisitor received wrong information: "Your colleague told me you make organic products. But I just looked at your website — you use chemicals. I'm disappointed. This is not serious business."
BSample not ready: "You promised to show me the new design today. I've been at your booth for 10 minutes. Where is it? I need to see it — I have another stand to visit."
CPrice confusion: "The price you quoted me was €200. But your sales team just told me it's €300. Why are you lying? What is the REAL price?"
DDelivery delay: "This is unacceptable. I ordered this 3 weeks ago for my opening next month. Now you tell me it won't arrive for 6 weeks? I need it NOW. I'm looking for a new supplier."
For each scenario: Read the complaint. You have 1 minute to respond using CALM. Speak aloud.
Scenario 1
What phrases did you use? Write them here:
Scenario 2
Imagine one of these situations happened to a customer. Write a short email (5-7 sentences) that clarifies the situation and moves the relationship forward.
Choose one scenario:
✓ Scenario 1: A customer was promised delivery on March 8th. It's now March 10th and it hasn't arrived yet.
✓ Scenario 2: A customer received a damaged product. Your company will send a replacement, and they will receive it within 5 days, plus a 15% discount on their next order.
Dear Maria,
I need to let you know about a delay with your order. The package should have arrived yesterday, but it's still in transit. I apologise — this is not the service we aim for.
What I can do is track the shipment today and send you updates. You should receive it by Friday. In addition, I'm crediting 10% back to your account for the inconvenience.
Thank you for your patience, and please contact me if you have any questions.
Best regards,
Thomas
Notice: This email has all 4 CALM steps: Clarify (the delay and status), Apologise (briefly), Look (track & credit), Move (thank you + contact).
Imagine you're training a new team member. They say: "When there's a problem, I should just say sorry and hope it goes away."
Try from memory — no looking back!
Write the CALM framework from memory:
C — Clarify the problem. What exactly is wrong?
A — Apologise briefly. Show you understand.
L — Look for a solution. What CAN you do?
M — Move forward. End on a positive note.
You've learned: First Contact (GREET-COMPANY-PRODUCT-CONNECT), Product Description (W-W-W), Exchanging Contacts (EXIT), Small Talk (SAFE), and now Handling Problems (CALM).
We said you'd be able to handle problems professionally. Can you?