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.

Task 1

Task 2


Worksheet81.85 KB

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Average: 4.4 (370 votes)

Submitted by Alegpl on Mon, 18/07/2022 - 21:13


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...

Submitted by dimzachari on Sun, 17/07/2022 - 16:58


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.

Submitted by Al Darwish on Thu, 14/07/2022 - 10:03


Yes, sure it is regular to give some exceptional services for regular clients, business, as you know starting a new business needs flexibility.

Submitted by Richar55 on Wed, 13/07/2022 - 02:23


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

Submitted by nano1990 on Wed, 06/07/2022 - 14:37


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

Submitted by mnls on Mon, 04/07/2022 - 15:47


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.

Submitted by Alejolondono on Sat, 02/07/2022 - 02:32


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.

Submitted by marinacaldas on Wed, 29/06/2022 - 19:22


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.

Submitted by CristianH on Tue, 28/06/2022 - 01:12


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.

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