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: 4.3 (11 votes)

We must always be willing to help customers, when they need a favor always being attentive to their needs and interests and do everything possible, to solve their needs and problems.

Yes, when I attend a good customer I do like to offer them possibilities to make the things easier for them. That includes apply some discount or exemption for those ones who I am interested on develop their loyalty with my product or service.

Submitted by K.kh on Tue, 23/11/2021 - 18:32

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No,I haven't been given a chance to do faviour or make exceptions for any client because I'm a student and I don't work at any companies.But even if I worked I should be allowed to do it.It depends from that companie's laws.

Submitted by ceehinh on Wed, 17/11/2021 - 09:27

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unfortunately, I haven't ever done favors or made exceptions for important clients. this is because I am a student so I haven't been the chance to do with clients. in my opinion, it's hard to avoid unexpected situations in work. so I think it depends on the reason and the client who is a really important person to make a good decision.

Submitted by taliafonseca on Mon, 15/11/2021 - 23:56

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Sometimes I do. In my area it's important to understand their needs and to know when be open to make exceptions or no.

Submitted by ele_bonilla on Thu, 11/11/2021 - 21:16

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Hi there!

Normally I don't. But, in special cases, if I'm able to look for some solution or exception, and, if the exception is in the company's policies...so yes, I do.

Normally i do some exceptions, because i don't work in an official company, i'm an independant photographer, so i am open to do some exceptions with special clients.

Submitted by vuhoap on Thu, 11/11/2021 - 00:23

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Unfortunately, I don't ever do favours or make exceptions for important clients. Because, my current job position just needs to do a good job and don't need to communicate about it with clients.

Submitted by hacertasoluk on Tue, 09/11/2021 - 11:54

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The cash flow is one of the most important things for companies. Even companies sometimes have cash flow management problems, they should know how manage to this problems. If they can't manage them, that will probablly make bigger other problems.

On the one hand, I agree with you and on the another hand, we have to know that the risk is something that we can't escaped from even if we are an excellent manager. Therefore, we feel like, we can pay at time, it's better to wonder an extension.