Dialogue — Explaining Inclusions & Exclusions

Customer:
Thank you for sending the proposal. I have a few questions about the scope of work.

Sales Assistant:
Of course. I’ll be happy to clarify.

Customer:
Could you explain what is included in the fixed price?

Sales Assistant:
Yes. The fixed price includes routine works listed in the scope of work.
This covers standard inspections and maintenance tasks.

Customer:
And what is not included?

Sales Assistant:
Please note that non-routine works are not included in the fixed price.
Any additional findings discovered during inspection are quoted separately.

Customer:
Does that mean the final cost can change?

Sales Assistant:
Yes, the estimated cost may change if additional works are required.
In that case, the additional man-hours and materials are charged on a time and materials basis.

Customer:
Will we be informed before any extra work starts?

Sales Assistant:
Yes, of course.
All additional works are subject to customer approval before we proceed.

Customer:
Thank you for the explanation. That is clear.

Sales Assistant:
You’re welcome.
Please let me know if you need any further clarification.