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.
I learned the word favor in another history, excellent.
My work does not include communication with clients. But if I were in Junko's shoes, I would have helped any special client and made an exception for him. Because business has ups and downs already, and maybe I need the same kind of exception in the future.
I aprecciate
Yes , I would like to facilitate dealing with customers and gain their trust and loyalty.
Yes, in the past, when I worked as salesperson, clients sometimes requested different payment dates or an ealier delivery.
yes, if this is not usually request. Because it is important to save the relation between us and our client.
Well, if the client already have a good relation with us, usualy pay the order in the right period and seems to be very professional, i cant see why not
No, I have not had the opportunity to work with clients before, so I have not faced this situation yet. However, absolutely - I believe that in the future, i would be willing to make reasonable exceptions for clients who have earned my trust and loyalty, as long as it remains fair and appropriate
Certainly, there was an important client who wanted an urgent delivery, but funds were not available as the deposited check would three days to be cleared. This gesture strengthened the company relationship with vendor.
It's very helpful and funny!