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.

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Discussion

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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.

Soumis par cesartorresh16 le dim 18/10/2020 - 23:11

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Yes but I think it would not depend on me, if not on my boss. First, I would ask if we can do a favor to a client, and giving her answer would be done.

Soumis par Leo Mandujano le dim 18/10/2020 - 03:50

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I would do the same, because it´s important to give a back up to the clients, but it depends on the benefits the organization has, because in this case both parts were benefited, but there must be situations where it could be risky so you can´t do the same.

Soumis par Fernando Pardo… le sam 17/10/2020 - 00:46

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I don´t know if it´s a favour but when I used to work in a family bussines, a client forgot his cellphone, I noticed about that so I took it, I wait a call asking for it and finaly I received the call and I told her that her cellphone was in the bussines so she can pass and pick her phone up.

Soumis par vsanchez75 le ven 16/10/2020 - 13:23

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Yes, when you see the historical of your clients maybe you can make some exceptions It allows to grow up the trust each other.

Soumis par tittoo11 le ven 16/10/2020 - 09:00

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I learned new meanings of some vocabulary such like cash flow, extension. It was useful lesson.

Soumis par Francisco Malagón le mer 14/10/2020 - 03:56

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Never to new customers Maybe for old customers, with all conditions and payments plans

Soumis par Deisi cruz le mar 13/10/2020 - 23:05

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If they are reliable customers to whom I have already done that kind of favor there would be no problem because I would already know them, but if they are new customers there would have to be some way for me as a company not to lose and to ensure their payment.

Soumis par juan felip le mar 13/10/2020 - 01:20

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It seems very important to me to be a simple and cordial person capable of understanding the needs of others, taking as a position and condition that of the client as long as this favor is completely necessary and that it does not risk the integrity of him or me.

Soumis par nialataria le sam 10/10/2020 - 10:37

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There are exceptions to every rule )) She has good problem solving skills. I learned new words such as favour, extension and cash-flow.

Soumis par mcambindo22 le jeu 08/10/2020 - 23:18

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Yes, it is important to back clients up, but depends on the trade-off and if the benefit that I receive from my client is better than my opportuny cost. According to the audio the first order was enormous and the second was the same, and both orders represented a bigger benfit.

Soumis par narcisa le mar 06/10/2020 - 21:29

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If we can we always make an exception for same trusting clients.We are appreciating there effort to call us and make an agreement.

Soumis par ssyeem2012 le lun 05/10/2020 - 21:05

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yes i did so many times .cause if you need to maintain a good relationship with your client sometimes you must need to make some exception & do some favour for them.

Soumis par angelcherrylina le ven 02/10/2020 - 10:46

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I can't ask this question, because I am only a student, but I suppose that in the future I will make exceptions and do favours, because a real life is unpredictable, so all people periodically meet difficultes. I think it is very important not to be indifferent and to help out people if it is neccessary. But you should be careful and accurate, because there are some people who can deceive you, so you should exactly know you can trust a customer.