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.
Do you ever do favours or make exceptions for important clients?
Defiantly in business when you have a good client any company must be flexible enough to do exceptions. So we don't loss the client and he goes to other competitors. Following the regulations is safe to the company cash flow but there is no harm to do exceptions from time to time for good customers only.
"at our end" that is new phrase i really like, I will use it in my conversation.
At my end , I see no problem in make an payment extension for costumers to retain them permanent costumers
Iam a sports club manager i can give some clients an exeption on they payment at the trainning fees
I'm an accountant, and sometimes I have to make exceptions for important customers.
My company's regulations allow me to make exceptions to retain our customers.
For my i am an electrical engineer so i can't relate but if i be in this situation i am going to follow the company's regulations.
Actually, I'm a teacher. So I don't have customers to make a favour with. But before working at school, I worked at a call center and I had customers to speak by phone. I think that I made exceptions for who missed his interview meeting.
The politics in the companys, you can't do a favor but if i can help somebody else, i can do it.
thnk u.
I am still a student and I don't work for a business or in a store, but if I was, and this case happened, of course I'll make an extension for him so we can win the customer and make him loyal to us.
I never encountered this situation, but if possible, I would consider making an exception.