A phone call from a customer

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

Instructions

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

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.

Discussion

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Average: 4 (14 votes)

Submitted by Moses Habarugira on Fri, 28/08/2020 - 08:22

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Thanks alot for creating this wonderful and skilful website. It's my pleasure

Submitted by Rinaa on Fri, 21/08/2020 - 20:24

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I'm working as accountant, and my clients need to provide me their invoice and other financial data, so I would prepare their financial statements on time. But sometimes I make an exception for loyal clients. I give them an opportunity to bring them later if they aren’t ready. Even that I have my own regulation, sometimes I become flexible about deadlines. A small deviation from norms sometimes is needed if you want to collect more clients and to keep the older.
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Submitted by davicovalencia79 on Fri, 21/08/2020 - 13:54

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I haven't made exceptions just for important clients, sometimes it depends for the situation, in fact, if some client needs an exception and it's a good client, I can help it.

Submitted by walaazahran24 on Tue, 18/08/2020 - 13:38

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Done , Yes , i made an exception before to gain customers

Submitted by Ugulhan on Thu, 13/08/2020 - 12:47

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I hope if we work in a delivery company such as Upsala when the customers would call with their problems, then we should do favors for them because we don't like to lose our clients in the company.

Submitted by DEYA0510 on Mon, 10/08/2020 - 21:27

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I had made exeception with the terms of payment of my clientes. If they are good customers we can be flexible.

Submitted by Eden alemayehu on Sun, 09/08/2020 - 10:45

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I think it’s good to be flexible in business and that’s what I learned from the conversation.by communicating they create win win situation for both of them

Submitted by IKEDA on Sun, 09/08/2020 - 05:43

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Actually, I have few chances to ask clients some favors, on the other hand, I try to be flexible to our clients' requests.

Submitted by aniley on Fri, 07/08/2020 - 12:06

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I think only this execption is had with loyal and importan clients . The company should have segurity that they won´t have problems in the future