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 (358 votes)

Submitted by Htet Su Naing on Thu, 21/01/2021 - 06:21

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I'll selling products from china on Facebook page. A customer asked the items that I didn't post on my page. At that time, I had to search for her. Another one asked me to deliver her order at the gate that she can go. If I can, I did but sometimes it's not okay. Next one asked to extend delivery date for 5 days as he's on a trip. So I delivered his order on the day he requested.

Submitted by ceryan41 on Tue, 19/01/2021 - 09:18

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During that conversation that idom is very interesting :" I'll keep an eye out for it"; you observe them carefully to make sure that they are progressing as you want

Submitted by cittàutopica on Fri, 15/01/2021 - 12:33

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I think the question particularly concerns the relationships among the private companies. In the public sphere there's a different situation, because, in this domain, other rules are effective and these doesn't allow a discretionary power just as we see in the video.

Submitted by Lahpai Bawk Aung on Wed, 13/01/2021 - 08:20

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Sure, i will give a favor for our important customer, at least once time

Submitted by nancyvirginiare on Tue, 12/01/2021 - 19:32

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Yes, if is an important customer i can make exceptions but for sure i will make follow up until he can solve his problems and come back to normal conditions business.

Submitted by Minh on Fri, 08/01/2021 - 18:06

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Well, I used to make many favors for my customers, but this was a reason that we made problem. After they often postpone payment terms, and we had to face cash in my company. Rules are important thing in business, but every so often we need a flexible in work. Some of clients take advantage from you who are willing to give offer form them. Therefore, it makes a difficult decision when you want to help the same situation.

Submitted by marlio96 on Wed, 06/01/2021 - 21:19

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I think if I have a business I have to take care of my clients, they are important, all of us have had problems any time and have needed help, for this reason I don't have problems making favors.

Submitted by Zhanerke on Wed, 06/01/2021 - 08:04

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One of our important clients once asked to lend our product. Usually, we don't such things but decided to make an exception.

Submitted by Suraj paliwal on Wed, 06/01/2021 - 04:08

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Yes.if customer is in the list of important then I can make an exception for that time. In business customers are main role play in successful business.

Submitted by khine_yu on Tue, 05/01/2021 - 09:43

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Yes, I do. I want my clients to be satisfied.