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

I asked a supplier abroad to send the goods by air, instead of by sea, in order to help my customer.

I can do sometimes expectations or favours , because I could myself need it one day.

Yes I will. Important customer is important for a reason! So if situation allows and I can make flexible arrange to my important customer, I will do so and we are likely to be in a intimate cooperation relationship in future.

well, i can do a favor or exemption just for one time, sometimes we should be matey ,although we have to follow our regulations .

Sometimes it's difficult to know the business terms but I was successfull in the task1.

When you are in business it can happen that you have cash flow problems, so it is important that those who provide goods and services are flexible about payments.

Is important to understand to our customers, some times cash flow is a issue. but our business needs a good chash flow too.

Yes, I ever do some special payment term for special client.

I am far from business terms and tactics but sometimes I made exceptions in my daily life which is not my cup of tea but I challenge myself to do the things I have never done or difficult to do.

I'm totally an art person who doesn't understant what economy and business are. But, however, I know what the difference betweer customer and supplier after the lesson!