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, I made an exception for this customer. He is a very important customer for our company, and at that time, he was experiencing some cash-flow difficulties. As a favour, we extended his payment terms by an additional 15 days.
Yes,we will do it,it is a kind of win win relationship.
Yes , if we can help our loyals customers, we will do it. As Junko said : it works both ways? a kind of win win relationship.
I think we can have exceptions for our loyal customers only , or else unlimited exceptions for each and every customer would affect the supplier cash flow.
Yes of course, in the company is important try to solution the problems and is normal
It is common practice for companies to do favours for customers, depending on the type of favour and its relevance or importance to the supplier’s business.
Yes , In my country do a favour for a important client is a normal thing because in the companys that is like a plus to make better the customer service but sometimes makes some troubles because every one want it
Yes. I remember one example. My department I worked in opperated an interesting attraction called 'SEOULDAL'. It was a tathered helium ballon that offers panoramic views of Seoul. Officially, people need to pay an enterance fee of 25,000 won per person to ride it. But, we held an personal story competition as an opening event. We chose the best stroy and gave one family a free ride ticket.
It was not actually an favour for an important person. But, it was a special event for an opening.
Sure, for our biggest clients, we should make some exception, but only in some cases.
This is great