A phone call from a customer

A phone call from a customer

Listen to the phone call from a customer to practise and improve your listening skills.

Do the preparation task first. Then listen to the audio and do the exercises.

Preparation

Transcript

Junko: Hello, Junko Mori speaking. How can I help you?

Andrea: Hi, Junko, it's Andrea here from Red Band. I'm calling about our latest order.

Junko: Everything arrived OK, right? We got the delivery confirmation at our end.

Andrea: Yes, everything's fine with the order. I'm calling about the invoice and the payment terms. I need a favour.

Junko: A favour? What do you need?

Andrea: This is a little, er ... difficult, but I need an extension on the payment terms. I know they're usually 30 days, but we're having some cash flow problems. You'd really be helping us out if you could extend it to 60 days.

Junko: I'm not sure if I can do that, Andrea. We've got regulations at our end, and also have to manage our own cash flow.

Andrea: I promise this won't become the norm, Junko. Actually, I also want to place another new order. The same size order as last time. It's for an important customer and they pay on delivery.

Junko: I see. So your cash flow problem will be solved after this new order is delivered.

Andrea: Exactly.

Junko: That sounds good. Hold on, Andrea. Let me see what I can do. Yes, I think we can make an exception this time.

Andrea: That's great, Junko. I appreciate your help.

Junko: And we appreciate your business, Andrea. It works both ways.

Andrea: Thanks again, Junko. Can you send me a quick email confirmation of the payment terms extension?

Junko: Sure, no problem. We're happy to help you.

Andrea: Great. And I'll email you the new order.

Junko: Thanks. I'll keep an eye out for it. Talk to you soon.

Andrea: You too. Goodbye.

Task 1

Task 2

Discussion

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Average: 4.4 (364 votes)

Submitted by cenzino.scaringi on Tue, 04/06/2019 - 22:51

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I worked many years as a teacher in the primary school. The last ten years I used to be the responsible. Collegues, children, assistents and parents had often special needs, they asked for a special help. First of all I used to listen to them very carefully, it was often enough. Sometimes I had to carry the responsability of what I considered more important than the normal rule. I was an unusual responsible because for me people were more important than bureaucracy, but sometimes this can be dangerous and morally corrupting.

Submitted by Chiara Comapore on Tue, 04/06/2019 - 17:55

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No I don't because I'm at the high school but one day , when I'll work I would like to help people,especially because I dream to become an hostess because I love keeping in contact with people and I love travelling and turning all over the world.But I love being nice with people such as Junko was with Andrea so I think maybe one day I'll do a favour to someone...
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Submitted by uncle choi on Sun, 02/06/2019 - 06:33

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Thanks all the staffs for helps. I wonder if the customer's pronunciation at this dialogue is british one or not. Thanks. Best regards.
Hello uncle choi, The customer's English is very good, but he is not a native speaker. He is probably from Italy as Andrea is a common male name in Italy and his accent also sounds Italian. ~ Peter The LearnEnglish Team

Submitted by Luis Quiroa on Sat, 01/06/2019 - 16:08

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Yes I Agree. Sometimes when the customer and clients trust each other you can give a credit for payments.
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Submitted by Muhammad Haroo… on Mon, 27/05/2019 - 12:16

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yes, when I was at the courier service, I made sometimes exceptions for our regular clients, we didn't take signature on confirmation file if they were busy that time, then next time they signed it for us and previously one also.

Submitted by maria.khazaee on Sat, 25/05/2019 - 16:04

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At first, i made an exception several times in different aspects including invoice,payment,delivery and design then it became a norm and we change our business model to customization platform. We made a new regulation to solve our cash flow problem which benefit both sides.

Submitted by Htet Htet Win on Fri, 24/05/2019 - 15:34

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Yes, when I worked in the company, I have ever made exception for important customers.

Submitted by OmarAdelSherif on Thu, 23/05/2019 - 15:24

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I do believe that exceptions in such transactions could be useful and could encourage lots of customers to deal with such supplier due to the flexibility in his delivery’s terms conditions which ensures exceptions like an extension on the payment terms for someone who bought already something from such supplier

Submitted by Mix on Sat, 18/05/2019 - 16:59

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Well, if it is an important client, you can make an exception for sure, however, you need first to check with your boss and verify if you are entitlement for approving such requests.