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.
Like it and also has a work sheet
Unfortunately, I always make exceptions for clients - whether they're important or not.
And It's not just me. It's almost everyone who works in advertising.
In this industry, making exceptions and and doing favors isn't the exception - it's the rule. I know that sounds like an exaggeration, but it isn't. Here a few examples:
We deliver more than we were asked to.
We work more hours than were agreed to in the contract.
We bend our own professional standards just to win or keep a client.
And honestly, that's pretty sad.
I extend payment in 60 days, because you are a good customer and have an excellent rental´s historic
Yes, in my company I've done different negotiation If it's good for both.
No. I haven't ever done favour or made exception for important clients, because I'm not a boss or manager. However, If possible in my carrier, I'll be pleased to help
Yes, I can do a favor for important clients, provided the situation is muttualy beneficial.
I agree with you, but i consider that i have to know the clients´ attitudes or his history working with us.
I'm not sure. I haven't worked, i'm still a student.
I can also do a favour for important clients, but I'm not a grown-up
I make an exception for my important clients if they needed.
I often make a deadline to ensuring they follow the rules.