Role Play: Bookkeeper, Receptionist, and Customer Interaction

This assignment presents a practical role-play scenario designed to simulate a real-world interaction between a bookkeeper, a receptionist, and a customer (Danny Jones). The core of the role play revolves around an outstanding invoice for $1,450. The bookkeeper initiates the conversation, inquiring about the payment status of the invoice. The receptionist initially states the invoice has been paid, leading to a discussion about potential discrepancies. The bookkeeper then speaks with Danny Jones, who also believes the invoice has been cleared via credit card. The bookkeeper requests evidence of payment and offers to refund the payment if a duplicate transaction is identified. Danny Jones agrees to investigate and provide documentation. The role-play emphasizes communication, active listening, and problem-solving skills crucial in financial settings. The assignment also includes references to relevant resources on bookkeeping and accounting.

Conversation between bookkeeper and Receptionist
Bookkeeper: Hi, Good morning! Are you calling from Mr. Danny Jones’s office?
Receptionist: Hi, Good morning! Yes speaking. How may I help you?
Bookkeeper: I am speaking XXXX. This is with regarding to one invoice outstanding for
sales made to you. Can we discuss?
Receptionist: Yes Please. Please brief about the outstanding invoice. I will check in the
system at my end.
Bookkeeper: Sure, the total invoice is $1,450. Can you please check and let me know
regarding the outstanding amount?
Receptionist: Yes sure. Just allow me a moment. I am checking. Please be on hold.
Bookkeeper: Yeah Sure. I am waiting. Please check.
After a minute….
Receptionist: Hello, I have checked the amount. The invoice is booked in our system and it
has been paid before a month back. The invoice value is $1,450.
Bookkeeper:The invoice value is correct, but we have not received any payment towards the
invoice due.
Receptionist: Sir, It is showing in our system that the invoice of your company has been paid.
Bookkeeper: Oh! It seems that there must be some discrepancy in the transaction and needs
to be cross checked. Can you please connect the call once to Mr. Danny Jones so that I can
have further discussion regarding the issue with him.
Receptionist: Just a minute. Let me check whether he is available or not.
Bookkeeper: Sure, please check.
Receptionist: He is available at office. Just hold for a while. I am transferring the call.
After transferring the call to Danny Jones:

Conversation between Danny Jones and Bookkeeper:
Danny Jones: Hello, Danny Jones, this side.
Bookkeeper: Hello Mr. Jones, XXXX this side. How are you?
Danny Jones: I am good. You tell
Bookkeeper: I am also good. We are thankful for your association with us. Actually, I called
you regarding one invoice which is due. As per our report, we have not received the payment
for invoice value $1,450. I have connected at your reception and the receptionist said that the
invoice has been paid but we have not received the payment yet.
Danny Jones: Let me check. I am pretty sure that the invoice has been cleared from our side.
Bookkeeper: Mr. Jones, I have checked my records. The invoice is showing overdue and not
received any payment. Can you please provide me any evidence or receipt for payment
released?
Danny Jones: I am pretty sure that the payment has been released. I need to check all the
records for evidence of payment. I can only revert after checking of all the documents. I need
some time to scan all documents to provide the evidence of payment.
Bookkeeper: Ok Mr. Jones. Fine. The amount is showing overdue in our account and can you
please tell me the payment method through which the payment was made so that I can cross
check whether the payment was received or not.
Danny Jones: I understand your concern. The payment was made from the credit card.
Bookkeeper: Oh the payment was made through credit card. So I just wanted to know who is
authorised to process credit card transaction so that it can be easily traced.
Danny Jones: I am authorized to make the credit card transaction only and that’s why I am
sure that payment has been made in due time.
Bookkeeper: Ok. Meantime you please do me a favour.
Danny Jones: Yes, please tell.
Bookkeeper: Can you please arrange to release the payment once again. We are in need of
money and we will return the same if the payment is traced twice in our accounts and after
you provide the necessary evidences for payment made.

Danny Jones: I cannot commit now. Firstly, I will check the supporting documents and if I
am not able to trace the payment and not able to recollect the supporting documents related to
payment then I will release the payment.
Bookkeeper: Thus in such case I need to refer the matter to my senior accountant for
checking as it is a matter of concern for our company because the payment is showing
overdue and as per your record you have released the payment and you need some time to
provide the evidence of payment.
Danny Jones: Yeah sure. You can refer the same.
Bookkeeper: Thanks for your time Mr. Jones. Had a nice time talking with you and hope this
discrepancy sorts out soon.
Danny Jones: Yeah Thanks. Bye.
Bookkeeper: Bye and thanks once again.

References:
Bluest, Kate. (2019, January 25). Similarities & Differences Between Accounting &
Bookkeeping. Small Business - Chron.com. Retrieved from
http://smallbusiness.chron.com/similarities-differences-between-accounting-bookkeeping-
59002.html
Bragg S (2019, August 09). The difference between accounting and
bookkeeping. Retrieved from https://www.accountingtools.com/articles/what-is-the-
difference-between-accounting-and-bookkeeping.html
Christensen, Maria. (n.d.). Bookkeeping Job Description. Small Business - Chron.com.
Retrieved from http://smallbusiness.chron.com/bookkeeping-job-description-40220.html