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.


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.


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Average: 4.4 (293 votes)

Submitted by HamesMohamed on Sat, 25/06/2022 - 17:46


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

Submitted by Bmorales on Mon, 20/06/2022 - 13:13


Yes, of course, if it is possible and it works both ways

Submitted by FerdousShawon on Mon, 20/06/2022 - 07:33


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

Submitted by infahem on Fri, 17/06/2022 - 18:32


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.

Submitted by Ciri on Sun, 12/06/2022 - 07:37


Yes, of course, if it is possible. I think that it is good way to keep them.

Submitted by Phillipe Nascimento on Sat, 11/06/2022 - 18:31


Nice class!

Submitted by CLAUDIA DELLA TORRE on Sat, 11/06/2022 - 16:48


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

Submitted by AngDor on Thu, 09/06/2022 - 03:04


I've never done any favour to any client in terms of money