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

Download
Worksheet81.85 Ko

Language level

Intermediate: B1

Soumis par cjrodriguezc le dim 03/05/2020 - 15:57

Permalien
I am an evaluation manager, so different evaluation consulting firms and independent consultants submit to me their products under certain contracts. Just a few of them have requested some exceptions in terms of new dates to present the expected deliverables. Most of the time, considering the timely submissio of previous deliverables and the need to get quality products, I have accepted their requests.

Soumis par lualopezbe le dim 03/05/2020 - 01:26

Permalien
I think the rules is makes for help us, but sometimes the rules can interfere, so, in this cases we can do one exeption. For me is reallly importan be flexible and act with intelligence and common sense in this way we can modify the rules in some specific cases.

Soumis par aiyahya le ven 01/05/2020 - 00:31

Permalien
If I am a supplier, I would make favor to my strategic clients. I will do my best to get their loyalty by giving them exceptions in price, payment terms and what they need without cause harm to the organisation.

Soumis par Ronake le mar 28/04/2020 - 23:59

Permalien
I think you have to allow the extension , only for customers that you know well. Your loyalty customer, you have to be sure that they will pay you and don't make trouble in your cash flow.

Soumis par roi0581 (non vérifié) le lun 27/04/2020 - 20:54

Permalien
Yes, I extended a terminal payments to my friend for a year...

Soumis par nicolam998 le lun 27/04/2020 - 12:25

Permalien
I don't have a my activity and I don't manage customer directly. Anyway I think that it is useful helping customers if you can do it. In fact if you dont help the customer he could have serious issues and this situation could compromise his future business also with you.

Soumis par Maddalena le sam 25/04/2020 - 19:31

Permalien
Well, I can't really answer the question because I don't have a company and I'm not a supplier. I just can imagine what I would do or not. I think it depends on the amount of the order. Maybe I could make en exception if the order is not very big and expensive. It also depends on the costumer, I mean... if he's a reliable one, why not ! We have to trust more the people, even if sometimes that's not easy !

Soumis par abushehab56 le sam 25/04/2020 - 01:57

Permalien
of course, but with consideration for other customers without damaging them

Soumis par riquemecone le sam 25/04/2020 - 01:07

Permalien
I do not have a company as well. But, in my point of view it is very important to do favours or make exceptions for important and not important clients, but these attitudes shoud not be recurrent. Good luck to everyone and be safe.

Soumis par Marin le ven 24/04/2020 - 20:08

Permalien
I have learned some new words as a supplier but apart from that it has been very easy to understand since I have understood everything and it has not been a very long audio as it has not been very heavy.

Soumis par Isaac Pedraza 3rE le ven 24/04/2020 - 11:14

Permalien
This listening wasn't difficult to me. I could follow the listening perfectly and the vocabulary was not very complicated. The activites were short and simple.

Soumis par ademyonet le jeu 23/04/2020 - 17:53

Permalien
Exactly, I did a favour for important clients. For example, a my customer had cash flow ten years ago. He was very hardly, so we helped him. He paid about after two years. Two years ago, an another customer wanted us payment terms extend. we accepted but he didn't do what he said.

Soumis par Masas le jeu 23/04/2020 - 01:42

Permalien
I don't have company so i can't answer this question,but bit as general i did a lot of favours until this moment be the way when you do a favour for someone you are feeling that yourself hape. Notice: If i have some mistake own my massage please correct me .

Soumis par Eva Villaverde le mer 22/04/2020 - 14:14

Permalien
It was not difficult for me to follow this audio and it has helped me to expand my vocabulary. The activities have been quite easy although I was wrong in one. Next time I will repeat this level until I get 100%.

Soumis par Mary Sullcahuaman le mar 21/04/2020 - 15:40

Permalien
Hello, everyone! I have just registered to this course. After a long time I am a student again and I am so happy. Well, in reference to the question, I am not a businesswoman but in a daily basis I do favours and make exceptions. It makes you feel good when you help people.

Soumis par JuanManuelLopezGil le lun 20/04/2020 - 23:58

Permalien
Of course but first, they must understand that not-always will be so.

Soumis par Guwen le lun 20/04/2020 - 14:22

Permalien
I don't have any clients. But in the future, if I need to make exceptions and do favours, I will surely do if it's for an important and regular client. I think it's a good way to improve loyal relationship between clients and suppliers.

Soumis par SANDRA YINNET le sam 18/04/2020 - 17:10

Permalien
Hi, in my company es very frecuencly that aor costumer we need exceptions with your orders, or delivery or send of your products, is very commun that they request our help any moment, in our country is important we have happy a our clients for the competence is big.

Soumis par Kadir le ven 17/04/2020 - 20:09

Permalien
I was trying to understand to improve my listening skill. These audios helped me very much. At the beginning I didn’t understand the speeches. I could do text practices all correctly but my listening was bad. They were too fast for me. Because, firstly I was trying to translate it in my mind to my native language. Meanwhile, the speakers were continuing to talk. It was too hard. Then I started to listen to A1 audios first, then listened again and again. Then I tried to write the dialogues which I heard. And day to day, I started to understand better than the previous times. Nowadays I am listening to B1 audios. That’s very fast compared to A1. I recommend to everyone who tries to improve English. Firstly, don’t be afraid of to learn a foreign language. Secondly, listen, listen, listen and listen… Thirdly, try to write the dialogues which you heard without looking at the transcript. Then compare the text you write with the transcript. You will see that your skill is improving. Meanwhile I have some advice for English citizens. :)) Please don’t say “I’ll, you’d, they’ve, she’ll etc. Say I will, you would, they have, she will etc. That’s easier for us to understand. :))

Soumis par Albalera le ven 17/04/2020 - 17:30

Permalien
This listenig was easy for me. I did the exercise 1 and 2 very well. For the next time I will choose the next level of listening. However I learned some new vocabulary related to the money. It like it

Soumis par Marc García 3rdE le ven 17/04/2020 - 10:41

Permalien
I think this listening was easy for me because I did it ver well. I also did both task 1 and 2 and I put the answers all correct. For the next time, I will choose a listening a bit more difficult. However, I learned some new vocabulary related to the money and deliveries. It was fun.

Soumis par Nova le jeu 16/04/2020 - 18:27

Permalien
I did a lot of favour to my customers.Even they didn't paid the previous invoices, they made a new order.

Soumis par Ahmed Salem le mer 15/04/2020 - 21:13

Permalien
For sure , I did a lot of favor to my clients.

Soumis par gstavale le mer 15/04/2020 - 03:43

Permalien
I don´t have any opportunity to do favors or make exceptions for important clients

Soumis par Elliot le mer 01/04/2020 - 22:19

Permalien
Hello, how can I add the answers for the Task 2 ???

Hello Elliot

When you want to add another sentence to a box, you have to click or press on the small white hand at the side of the word already in the box. If you don't do this, then the new world will stay but the old word will disappear from the box.

It's a little difficult to explain, so please let me know if you'd like me to explain it again.

All the best

Kirk

The LearnEnglish Team

Soumis par ducminhdang123 le mer 01/04/2020 - 15:12

Permalien
"You'd really be helping us out if you could extend it to 60 days." What is the grammar of "Would + be + helping"? Thanks for your help, everyone!

Hello ducminhdang123,

Modal verbs like would are followed by the infinitive, but there are different forms of the infinitive:

You would help (bare infinitive)

You would be helping (continuous infinitive)

You would have helped (perfect infinitive)

 

Peter

The LearnEnglish Team

Soumis par Ginapepa le lun 30/03/2020 - 22:32

Permalien
sure, I made a lot favor to my clients like I have changed the days of our meetings or sometime I have accepted to canceled it

Soumis par noentropica le lun 30/03/2020 - 00:55

Permalien
I never made an extension with important customer because i don't work with costumers. I worked a few years like waitress and i could allow to costumer to pay another day o more later, like a favour but without oficial payment terms.

Soumis par theguest22 le jeu 26/03/2020 - 13:10

Permalien
Hello, I have question about this sentence ( we've got regulations at our end) 1. That tense is use in this sentence? 2. why don't use , we going to get instead we've got

Hello theguest22

The verb 'have got' in this sentence is in the present simple; it means the same thing as 'have'. It's grammatically possible to say 'we're going to get' instead of 'we've got', but it means something different: it refers to the future and it speaks of receiving ('get') instead of having ('have got').

All the best

Kirk

The LearnEnglish Team

Soumis par Sergio F. le mer 25/03/2020 - 01:11

Permalien
In times of COVID-19 a lot of Companies will need to make exceptions. God bless us!

Soumis par Hoàng Nhung le ven 20/03/2020 - 07:51

Permalien
Yes I do. I used to make exceptions for important clients anytime they want to change a advertising schedule.

Soumis par jason2295 le mer 18/03/2020 - 00:09

Permalien
Yes, I do. Our clients usually ask for favours and they ask for exception of the term, but only if we can do that exception and it doesn't affect the normal activities.

Soumis par Sara le lun 16/03/2020 - 12:28

Permalien
In my work, i'm trying to not make any differences between the different customers but sometimes i'm like come on just for once I can do a favour no ? And I'm saying to myself if I was at their place I will be very disappointed if someone refused me to make a exception especially if it's the first time.

Soumis par Ammaraf le dim 08/03/2020 - 07:45

Permalien
Actually yes since I am working as Contract engineer, I am in poison where can I give a favor to the suppliers and sub contractors, but only those whose need a help not the lazy people.

Soumis par Dr DUCET le mer 04/03/2020 - 23:54

Permalien
hello there, i'll start by thanks those administrators who built this platform as my answer for that question, some time i'm doing the favours or make exceptions for important clients thanks

Soumis par Mahmoud le lun 02/03/2020 - 09:33

Permalien
thank you British council for your effort . I am happy to write my first comment .

Soumis par vilma caram le lun 24/02/2020 - 15:17

Permalien
It is really strong tools for learning english. I'm very glad and grateful for your plataform.

Soumis par Ainur le lun 24/02/2020 - 11:10

Permalien
I have never faced with such situations, but I think that if I would be a supplier and have important and permanent clients, then possibly I make an exceptions for them.

Soumis par Laila Ben Lamine le lun 24/02/2020 - 08:25

Permalien
thanks britsh council for all the cours it's great
Online courses
Learn English online – with the world's English experts