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.
Flexibility. When an exception happen it is necessary to help when the customer is important for the company.
exception for important customer
Yes, I do it for an important costumer. It's good for maintaining a good relationship within
i were supplier i would give him a favour because we shoudntonly win money we must win clients hearts and their loyallity .
Yes, as my experience in Vietnam, we often make extension on payment for our clients, especially in construction field.
Of course, if customers request the company to postpone payment date for some days and we have negotiated with management at that time to favor the customers.
Yes, when I was working with my father he used to make exceptions with some customers because they buy frequently in our store and he knows them
I did a exception when the client had to present a surety policy but the amount and the term of validity wasn't significant.
In some cases, this type of favor is necessary to build customer loyalty.
From the experience that I have here in Pakistan, there is no way to make exceptions for customers, even though they did not follow the rule and regulations and they did not clear their invoices on time. And they do fraud usually in everything.