A phone call from a customer

Listen to the phone call from a customer to practise and improve your listening skills.

Do the preparation task first. Then listen to the audio and do the exercises.

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.

Discussion

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Language level

Intermediate: B1

Soumis par Naza le lun 22/02/2021 - 20:20

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Yes I do. I feel good when I can help my customers.

Soumis par Santes le dim 21/02/2021 - 10:59

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It is a win win situation for both buyer and seller.

Soumis par voytkovv le sam 20/02/2021 - 21:05

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Yes, it's important to make exceptions for clients. It shows that you focus not only on profit and you build long-term business

Soumis par Carlos Rodriguez le sam 20/02/2021 - 13:49

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Yes!. I did a help to one customer, about his facility design and he really appreciated all the advice that I gave to him. It was added value for him.

Soumis par CristianPenaBravo le lun 15/02/2021 - 10:18

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Yes, I do. It's the way how to do business up today, we need partners that help us to increase the volume of business. The exception or flexibility of course is always possible with the important customers that we know we can continue working together and helping each other.

Soumis par PALLAVRPATIL202 le ven 12/02/2021 - 11:17

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This communication taught how to deal in professional way to get the favour from the supplier. Way of conveyancing, help to get good words. Good for business communication. Thank you.

Soumis par German le mar 09/02/2021 - 02:10

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I have made exceptions to importan customers. I had to allow that the customers have a extension in the payment of the service.

Soumis par Gostlady le lun 08/02/2021 - 21:17

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Yes, I think it´s important to be flexible with clients, specially with those who are important and represent incomes for the company.

Soumis par Cesar Silva Gajardo le sam 06/02/2021 - 05:48

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Yes, i do. It's very important to make exceptions to keep the bussines healty.

Soumis par concha62 le mer 03/02/2021 - 18:15

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Yes I do. Sometimes I put a botle of Cava into the room or some chocolates.

Soumis par Alessandro893 le mar 02/02/2021 - 23:51

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I do Favour and make exceptions only for Important Clients.

Soumis par Marcio Oliveira le sam 30/01/2021 - 13:22

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If customers ask for it and if i can help no have problem to do that.

Soumis par Abrarhussain le jeu 28/01/2021 - 23:15

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I think in the business World every client is very important, no I have not made any exceptions for a client because I am not a businessman.

Soumis par Andres Ibarra le mer 27/01/2021 - 17:59

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I think that we need to take decissions about support customer because we do every day exception in each business, every company has terms and rules but the less percent of our situations or decisions has as least one exception.

Soumis par Dmytro le mer 27/01/2021 - 09:56

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Actually, I'm a customer, and sometimes I need to ask for a favor. I believe nowadays any business has problems sometimes. I find asking for a favor normal. In my humble opinion, everything depends on how competitive a business environment is. The more competition the more favors and exceptions. On the other side, the less competition the fewer favors, and as a result, higher prices, worse services.

Soumis par Bodo kh le dim 24/01/2021 - 22:24

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I'll do favours for clients who need ,but rules are important in business

Soumis par Htet Su Naing le jeu 21/01/2021 - 06:21

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I'll selling products from china on Facebook page. A customer asked the items that I didn't post on my page. At that time, I had to search for her. Another one asked me to deliver her order at the gate that she can go. If I can, I did but sometimes it's not okay. Next one asked to extend delivery date for 5 days as he's on a trip. So I delivered his order on the day he requested.

Soumis par ceryan41 le mar 19/01/2021 - 09:18

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During that conversation that idom is very interesting :" I'll keep an eye out for it"; you observe them carefully to make sure that they are progressing as you want

Soumis par cittàutopica le ven 15/01/2021 - 12:33

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I think the question particularly concerns the relationships among the private companies. In the public sphere there's a different situation, because, in this domain, other rules are effective and these doesn't allow a discretionary power just as we see in the video.

Soumis par Lahpai Bawk Aung le mer 13/01/2021 - 08:20

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Sure, i will give a favor for our important customer, at least once time

Soumis par nancyvirginiare le mar 12/01/2021 - 19:32

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Yes, if is an important customer i can make exceptions but for sure i will make follow up until he can solve his problems and come back to normal conditions business.

Soumis par Minh le ven 08/01/2021 - 18:06

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Well, I used to make many favors for my customers, but this was a reason that we made problem. After they often postpone payment terms, and we had to face cash in my company. Rules are important thing in business, but every so often we need a flexible in work. Some of clients take advantage from you who are willing to give offer form them. Therefore, it makes a difficult decision when you want to help the same situation.

Soumis par marlio96 le mer 06/01/2021 - 21:19

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I think if I have a business I have to take care of my clients, they are important, all of us have had problems any time and have needed help, for this reason I don't have problems making favors.

Soumis par Zhanerke le mer 06/01/2021 - 08:04

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One of our important clients once asked to lend our product. Usually, we don't such things but decided to make an exception.

Soumis par Suraj paliwal le mer 06/01/2021 - 04:08

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Yes.if customer is in the list of important then I can make an exception for that time. In business customers are main role play in successful business.

Soumis par Elham Barakat le jeu 31/12/2020 - 00:19

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It is good to do a favour, but occasionally this favour you do for people don't deserve. We must accept little exception, but no more. The more exception you make, the more mess exists.

Soumis par ManahinRuby le dim 27/12/2020 - 22:18

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I'm sure i'm would do it because the important clients are very important to a successful business.

Soumis par Thinn Thiri Myo le mer 23/12/2020 - 04:35

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Ever do favours & make expection is not OK, I think. But I can do sometimes favours & expection,who u are.

Soumis par Galit Avni le lun 21/12/2020 - 12:03

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I asked a supplier abroad to send the goods by air, instead of by sea, in order to help my customer.

Soumis par hackmed le dim 20/12/2020 - 01:10

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I can do sometimes expectations or favours , because I could myself need it one day.

Soumis par MShadow le sam 19/12/2020 - 11:35

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Yes I will. Important customer is important for a reason! So if situation allows and I can make flexible arrange to my important customer, I will do so and we are likely to be in a intimate cooperation relationship in future.

Soumis par mario7576 le sam 12/12/2020 - 15:15

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well, i can do a favor or exemption just for one time, sometimes we should be matey ,although we have to follow our regulations .

Soumis par LUIZ ANTONIO le dim 06/12/2020 - 22:26

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Sometimes it's difficult to know the business terms but I was successfull in the task1.

Soumis par Nick62 le lun 30/11/2020 - 02:42

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When you are in business it can happen that you have cash flow problems, so it is important that those who provide goods and services are flexible about payments.

Soumis par Cecilio Franzoni le ven 27/11/2020 - 14:56

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Is important to understand to our customers, some times cash flow is a issue. but our business needs a good chash flow too.

Soumis par David_Tham le jeu 26/11/2020 - 15:25

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Yes, I ever do some special payment term for special client.

Soumis par DJ Singh le mer 25/11/2020 - 07:42

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I am far from business terms and tactics but sometimes I made exceptions in my daily life which is not my cup of tea but I challenge myself to do the things I have never done or difficult to do.

Soumis par Helena Clever le dim 22/11/2020 - 16:51

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I'm totally an art person who doesn't understant what economy and business are. But, however, I know what the difference betweer customer and supplier after the lesson!

Soumis par foch04 le jeu 12/11/2020 - 14:18

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I have never been a business man and never had a deep commercial relationship with somebody or organisation. In the case that has been given things would depend on how high the confidence is which we carry out to our counterpart.

Soumis par Jorge Fabricio le sam 07/11/2020 - 16:08

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Important excercises to know, How can to help a customer.

Soumis par masia le ven 06/11/2020 - 21:28

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I think give a favour an important client it will be a good idea, because that is useful for both company.

Soumis par John A. le mar 27/10/2020 - 09:34

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It's always good to build a relationship of trust with customers

Soumis par Karim.Karim le mer 21/10/2020 - 16:55

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Yes, I've been worked for an employment agency. There was some payment late by our clients in another countries so we have been making exceptions.

Soumis par Elbay le mer 21/10/2020 - 08:12

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I am currently working as Accountant and I wanna say that favours are good for both sides,but if you overdo it for your customers it does not matter they are loyal customers or new customers you will get problems in the future with management.Because it is a waste of time for company to "play" with cash flows of the company for customers frequently.If you wanna establish powerful company you need to keep down amount of recevibales from your customers.

Soumis par AprilApple le lun 19/10/2020 - 16:27

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As a student, I haven't had any business of my own nor have worked in a company but, I have had some experiences in purchasing chemicals, equipment and consumables for the laboratory and for my studies. Based on my experiences of purchasing and payment, some companies do extend the payment based on regularity of purchasing, prices of items or quantities of items purchase. I think is important to give some exceptions provided the customer is a regular customers and honest, so that customers will be happy and will come back to contribute to the business again next time.
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