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


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Average: 4.4 (361 votes)

Submitted by MoHaNeD2024 on Mon, 13/11/2023 - 11:36


Yes, in my role in sales, I often extend favors or make exceptions for important clients. Occasionally, some clients might require additional time beyond the usual payment deadline, and in such cases, I offer them exceptions. However, the decision to do so depends on whether they are established, trusted clients or not

Submitted by Yoshimasa on Sat, 11/11/2023 - 00:34


I just joined the company not long ago, so I haven't done a favor or make exceptions for client.

Submitted by Lizzie_97 on Mon, 06/11/2023 - 17:01


I have made an exception for important client when I worked at the digital production house agency.
At that time, I worked as an Account executive which job position is handled the responsibilities for getting the requirements and dealing with clients as well as taking care of them.
So I need to make an extension for the payment terms when they asked for in order to keep the good long relationship with them, because of the potential opportunities which they can give us in the future.

Submitted by melike4596 on Mon, 30/10/2023 - 17:55


Yes I do favours or make exceptions for my important clients because sometimes everyone needs help because just we are human and helping is a good activity to makes relationship with other people .But if you make expections for everyone not just your important clients it makes a problem about your company.

Submitted by Anna1315 on Fri, 27/10/2023 - 10:56


Yes, I do. I make an exceptions for my important clients. I think If I don't do it they will be able to leave me. They can find more comfortable company for their desires.

Submitted by pikanov on Fri, 20/10/2023 - 02:29


Yes, sometimes I have an exception for my client if he/she needs another preference outside my choices.

Submitted by hebaadel on Thu, 19/10/2023 - 17:24


my brother is a supplier and he always do favours for his customers which make a good relationship bet them.

Submitted by chan_ah on Thu, 19/10/2023 - 14:38


Yes, I did.

This is great, thank you for this online learning materials.

Submitted by SKWAT on Wed, 18/10/2023 - 13:03


although I am not a supplier I obviously favor my important customers