A phone call from a customer
Do the preparation task first. Then listen to the audio and do the exercises.
Preparation
Transcript
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.
Yes, this type of exceptional support is made for the trusted customers who have been with the business for a long period
And they never broke the trust before.
Yes, I do an exception for clients. I work as a plumber. I work from 8 am to 4 pm, and I do not work during weekends. However, sometimes when I get a call from my best clients I do an exception and I try to help them with their installations.
Sure! I think it’s important to do favours to keep good relationships with your customers or partners. Who knows… maybe tomorrow you’ll need one!
I always do favours for my clients. It's common and healthy for any business.
But I believe It's important to be careful when making exceptions.
Otherwise, exceptions become the norm, and a good relationship can break down.
yes, definitely. it works both ways
Yes, I do favours or make exceptions for important clients. I don't charge them for my services if it's a small favour like a request for the computation of taxes and proposal.
As teacher, I ever do favour to other teachers, but no about money.
no but i do an exception in other matters to people who deserve it
Yes I did a favour for a client in the past because he is a client that he always pay so I was sure that the request of postpone was for a real need
I need help the test not completed Task 2
remain question not excist