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, in different oportunities I had exceptions with clients
Yes, the client is very important for the business, I usually make some exception with the most important customers
I think that an exception can be given when a customer is serious
This listening is very useful. I can understanding most of the conversation,the speakers talk clearly.
Yes, I do. When I was working for the Bank of the United States, I did an exception with some customers, and of course, when they're friendly with me.
Perfect
Daniel Toapanta
Strengthen the social connection: Favors humanize the business relationship, transforming a simple transaction into an alliance based on trust and mutual support.
Encourage reciprocity: By helping a client during a difficult time, you generate a sense of gratitude that ensures their preference and support for future projects.
Guarantee long-term loyalty: These exceptions demonstrate flexibility, which translates into greater customer retention and a solid reputation in your industry.
Yes, of course. Some time when the customer requires, we can make an exception.
The Client sometimes needs to help his request.
Yes, I do. If the client is very important and usually pays on time, I wouldn’t have a problem making an exception.