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.
Very interesting preparation.
Yes, I do. Sometimes I ever do some exceptions for information I need.
that's a little difficult
Yes, definitely. I usually work only on weekends; however, when is necessary, I can work on weekends. It depends on the workload
Sometimes, when I was a purchasing manager, often we need to take extensions for payments :( it was a little embarazzing, but our suppliers were pleasant people, and always helped us.
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.