Do the preparation task first. Then listen to the audio and do the exercises.
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.
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.
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