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A phone call from a customer
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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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 .