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.
I will do exceptions and favors to my loyal customers as long as it won't become a norm.
When you do your work you need to follow the regulations and do favours is not possible all times but it is kind and necessary for some clients. I do favours if it’s possible and if it won’t compromise my job.
The favor asked by customer to extend the payment terms in more 30 days won’t be possible because will have financial impact in firm but extend for few days would be possible or extend for more 30 days including interest.
It really depends on the case and company regulations. We usually make an exception for our loyal customers and also new customers. The reason is if we make an exception for new customers, they'll buy from us again.
I was hesitating to leave this comment 'cause I thought this question had been released a long time ago, but now I can see that there's still answers in July... so I'm not too late
As for me, Yes I did. And it was only with costumers who are trustworthy. And talking about trustworthiness, we can rate it according to past experiences.
It depends, if is the first time that this person has a cash flow issue being a company customer, we could contemplate making an exception, owing this is an especially situation. Further, if this person will place a new order, it would be nice to help him with an extension that his last invoice and ensure that well-treatment related to the customer is maintained
Good Job
It depends... If the costumer is a regular costumer, yes of course.
I've done it but that is not what I usually do. On the other hand, I do not set the regulations I work with...
My work isn't economic transactions. But to any work you can make a favour to a client. This favour must be in the roole and and the terms of the work.
Yes, sure it is regular to give some exceptional services for regular clients, business, as you know starting a new business needs flexibility.
in my case I have the intern customer, and I think that is very important help your customer to improve their relationship. As people say the customer always is right
Sometimes I have to make some exceptions regarding the work time, I mean, some days i have to work a little more time to complete daily tasks
As a supplier, yes i can make favours for my important clients for once.
but i also have to know if sure they will pay thier orders or they couldn't pay cause of big problems in thier business.
This was a win-win business, sometimes companies, and by the way, customer service departments, forget about the flexibility that they must have, the rules must exist, but always accompanied by common sense.
I'm not a supplier or something like that, but I'm a costumer. And sometimes, I need a exception. So, I think, if I was a supplier, I'll help my costumer, but only if I already know him.
I live in Argentina. In my country is very common to receive this kinds of exceptions on the payments terms. I would say the exception in really is the rule.
I have never been at this situation before but if the customer is one of vip customers and our transactions are good always so i will do a favor for him with in our company regulations
Yes, of course, if it is possible and it works both ways
Actually I never face this situation. Generally I will not favor anyone unethically . But if there is any exception and situation demands me to do so I will definitely do that.
This exception works like a customer retention, if you give solutions to your customers then you have happy costumer
I've never been in a situation like this. if i, I would really help my client. We must also consider the financial situation of the company, however we mustn't forget not losing customer is more important than making money. also, if we help customer this favor can turn to money.
Good
Yes, of course, if it is possible. I think that it is good way to keep them.
Nice class!
I don't play a commercial role with clients, but sometimes I ask our commercial employees to make exceptions in order to find a win-win solution
I've never done any favour to any client in terms of money
Yes, I often make a exception for some of my special clients because they are really prestigious and interesting. When they need a favour from me, I am willing to help them if possible within my ability. I think they hardly lie to me.
Yes, because I have a important customer and she is a amazing person and always help me, so I can do her a favour ever.
Not ever. If you always help her, she will think you are a really easy person to ask.
Yes definitely, with a regular customer can make exceptions.
Yes, I often do the favour for clients. They want my service hours extended, once they leave the office.
When is an important client we try to do everything that are in our hands, but when is a client that we think we are not his first option we didn't make exceptions.
yes, bur first I evaluate my client : How long has she/ her been my client? have she/her payed me on time? Is he a trusworthy person? if the answer is yes, of course I´ll make exceptions with him or her.
it is very important to solve a customer's issue because it will return you positively and you have taken experience if you face this affair a gain
Yes I do , I am a kind person I always make sure to help others if they need help with something .
sometime I do a favours for important client but I need to make sure if their cashflow problems can solve ?
Sometimes, Policy is not allowed to make an exception for the customer, unfortunately.
I think it is an easy lesson.
for you but not to all
It seems that customer direct person and honest he deserved the extension payment i guess
Yes, when the customers respected an invoice and a payment terms in the past.
I would indeed, considering that it is an important customer.
Even if it was not an important customer I would still give him the extension because unexpected things happen and we have to be considerate of others' situations.
i am not a supplier but if i were a supplier , i would give him an extention to keep him loyal for me .
of course, the clients who are important for us and have much deal with us, we should do some exception for them.
I agree with you
I think exception mean that we use it rarely and if situation is really critical so agent should be clever to determine when he can make exception for customer
From working experience, our client always ask me to give them an exception on payment terms. But in this case I noted that it is the first time Andrea asked for an exception. If it my decision I think I will approve on his exception.
I have not done favours and exceptions for clients cause I'm a student and I've never done any works or part time.But I think,i will give favours to our important costumers and our trusted customers.
Haaa, This reminded me of my biggest problem at work, our customers always bargain on extending the payment time. They are always late and sometimes bring some excuses that make it worse, because believing on them makes us somehow stupid!!!
From the tone of their conversation, we can infer that Andrea is a regular and important customer. And I think the supplier gave him a favor not only because he is an important client and he is trustworthy but because this decision would not cause any problem. so what I mean is that I will do a favor for my client if the conditions permit. It depends.