Business English Podcast · Negotiations · Episode 17

Handling a Buyer Who Keeps Adding Last-Minute Demands

Just before signature the buyer suddenly wants more: training, longer warranty, all included. How to stay friendly in English — and firm on price.

B2 · Dialogue · 4 Min. · free

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Editorially reviewed by James Simmonds – English teacher since 2004Published 10 August 2026

SceneThe offer is fully negotiated and signature is planned for Friday. But in the closing call, buyer Richard keeps sliding in one demand after another — and Felix has to protect the deal without losing the client.

0:00 / 4 Min.

Tip: listen to the episode twice before you start the test. · Worksheet (PDF)

✓ To the comprehension test

Felix — Sales director, machinery manufacturerRichard — Buyer, British client

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Transcript

The full transcript opens after the comprehension test — so you train real listening instead of reading along.

German support

RichardFelix, good news first: the board approved the project yesterday. Before we sign on Friday, there are just one or two small points I'd like to tidy up.

FelixThat's great news about the board, Richard. Congratulations. And of course — which points do you mean?

RichardFirstly, operator training for the new line. Our plant manager assumed it was included, so it would be awkward to tell him otherwise. And while we're at it, we'd like the warranty extended from two years to three.Unser Werksleiter ging davon aus, dass die Schulung inklusive ist.

FelixLet me make sure I understand: the offer we finalised last week didn't include either of those. Training and an extended warranty are both outside the scope we agreed. That doesn't mean no — it means they're change requests, and I'll treat them as such.Beides liegt außerhalb des vereinbarten Umfangs – das heißt nicht nein, aber es sind Änderungswünsche.

RichardCome on, Felix. For an order of this size, surely you can throw the training in? Your competitor offered it as standard.

FelixWe could eventually include the training module in the package.Gemeint ist „eventuell" – doch das englische „eventually" heißt „schließlich, irgendwann ganz sicher".

RichardEventually? So it will be included — it's just a question of when? That's good enough for me; let's write it in.

FelixAh — no, that came out wrong. I meant possibly — in German, eventuell just means maybe. Eventually would mean it's certain to happen in the end, and that's not what I said. So let me be precise: possibly, under one condition.Das deutsche „eventuell" heißt „vielleicht" – das englische „eventually" heißt „am Ende ganz sicher".

RichardNoted — my German colleagues make that one the other way round. All right then: what's your condition?

FelixA concession for a concession. If we include the two-day operator training, then in return we need the signature this Friday as planned and the first payment within fourteen days. The extended warranty I can't move on — three years would require a different service contract, and that changes the price.

RichardYou drive a harder bargain than you look, Felix. Fine: training included, signature on Friday, payment in fourteen days — and the warranty stays at two years. Send me the updated deliverables list today, and we have a deal.Schicken Sie mir heute die aktualisierte Leistungsübersicht, dann sind wir im Geschäft.

FelixYou'll have the updated deliverables list within the hour, with the training as the final change request — clearly marked as such. One version, one signature, this Friday. A pleasure doing business with you, Richard.

Key phrases

to tidy up (a few points)

to settle small remaining issues

Before signing, we tidied up two open points in the contract.

outside the scope

not part of what was agreed

Additional user licences are outside the scope of this offer.

change request

a formal request to alter an agreed scope

Every new demand after the final offer is handled as a change request.

to throw something in

to add something for free

For that price, the supplier threw in a year of support.

concession

something you give up in a negotiation

Never make a concession without getting one in return.

in return

as an exchange for something given

We include the training; in return, you sign this week.

deliverables

the concrete items and services to be delivered

The deliverables list defines exactly what the price covers.

to drive a hard bargain

to negotiate firmly for good terms

She drives a hard bargain, but she always keeps her word.

Language notes

In this episode a sales director fends off a buyer's salami tactics — new demands sliding in just before signature: naming the scope, labelling change requests, trading concessions only for something in return. Plus the eventuell/eventually false friend that turns a "maybe" into a firm commitment (level B2).

Recognising and naming salami tactics

"Just one or two small points" after the final round is a classic closing tactic: each single demand looks too small to fight over, but together they shift the deal. Felix's antidote is language, not confrontation: he names the agreed scope ("outside the scope we agreed") and labels the demands ("change requests"). That moves the conversation from "favours between partners" back to "value for price".

Eventuell is not eventually

German "eventuell" means possibly or maybe. English "eventually" means "in the end, for certain". In negotiations the difference is dangerous: from Felix's "maybe" ("We could eventually include the training module"), Richard hears a firm commitment — only the timing seems open. If you catch the slip, correct it immediately and explicitly, as Felix does: "That came out wrong. I meant possibly." A silent correction in the contract text later looks like backtracking.

Never concede unilaterally

Felix's formula "a concession for a concession" is the ground rule of the closing phase: every concession is tied to something in return ("in return we need the signature this Friday"). At the same time he draws a clear line on the warranty ("I can't move on") and justifies it factually through pricing. Closing via the updated deliverables list protects both sides: a document with every change marked prevents the next round of "small points".

Keep practising: Learn business English online — with real teachers from Simmonds, since 2004.

Frequently asked questions

What language level is this episode for?

Level B2 (CEFR). The dialogue uses upper-intermediate sales and contract English; all eight key phrases are explained bilingually.

How do I respond to last-minute demands before signing?

In three steps: label the demand as a change request outside the agreed scope, make concessions only in return for something ("in return …"), and where you have a real limit, explain factually why you cannot move.

What is the difference between "eventuell" and "eventually"?

German "eventuell" means possibly/maybe — non-committal. English "eventually" means "in the end, for certain" — a commitment with open timing. In negotiations this mix-up can turn a maybe into a promise.

Is there a transcript to read along?

Yes, the full transcript with German support notes is on this page — listen first, then take the test, then read along.

Where can I practise closing conversations like this live in English?

In the online business English courses from Simmonds Language Services (englisch-lehrer.com/online): live lessons with real teachers on Zoom, for companies and individuals across Germany — starting with a free consultation.

Want to practise these phrases in a real conversation?

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