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

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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

Exercise

Task 2

Exercise

Discussion

Do you ever do favours or make exceptions for important clients?

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Language level

B1 Intermediate

Yes,I did favor for important clients a few time.I work for drinkmaler and our products stock become tight in high demand season,particularly July or August,so I have to do favor to postpone product arrival.

Dear team. From the audio above : Andrea: I promise this won't become the norm, Junko. The question is : Is that mean the payment in 60 days will not become an an accepted standard ??? Because the accepted standard is 30 days.

Hello fahri,

Yes, that is the idea. Andrea is saying that he won't make another request for a 60-day period in the future.

All the best,

Kirk

The LearnEnglish Team

Thank you very much sir for your answer.

Answers well done!! 10/10

Yes, sometimes especially to regular customers

i am not a supplier, but i think the suppliers should to do favour or exception sometimes for important client. because every suppliers do not lose important client and client appreciate your help or exception.

I'm not a supplier, even like that, if I were, I would do it... also if my costumer is a good person

Sometimes, I deal with this kind of demand of extension in term of delivery time. It happens when a manufacturer can not meet the deadline. I think it's normal to help. But as said earlier on, that must not be the norm.

Yes, I made exceptions more than a few times, when worked. personally, I think that it is a bad behevior about other clients but sometimes some people have problem thus we can help them. when I did it, some of them appricated and I was glad because of it. But some times some of them made annoyed.