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.

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

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Most of the time I prefer to receive the payment in the time that was agreed, but in some occasions I have made some exceptions. This is something that is really appreciated by the customer. In my company we have strict payment terms because the monthly operation depends of the punctuality in payment invoices.

I think that I can do a favour or make an exceptions when the terms do not affect me or the company.

These tasks are interesting. For your record, I remember making different orders on shopping websites and checking, I am talking about phone calls with deliverers. After they see placed order, they call you and ask details. You are able to choose any payment terms of delivery, that suit you, are more convenient as I would say. The most amazing part is when delivery confirmation is sent to your e-mail. I am a shopaholic. Last time I had made the order and shop employees did me the favour: I got the discount for english courses. Such a generous acts attract new customers, especially when you don't put up with cash flow problems and don't have tight budget. But big companies just provide you discounts and avoid making exceptions or helping you out unless you work or own shares there.

Sure. I do ever did. I had a good customer and I allowed her to paid me a dozen bags in two pay

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

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.

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.

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

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.

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