A phone call from a customer

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

Instructions

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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Average: 4.1 (13 votes)

Submitted by CLAUDIA DELLA TORRE on Sat, 11/06/2022 - 16:48

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I don't play a commercial role with clients, but sometimes I ask our commercial employees to make exceptions in order to find a win-win solution

Submitted by AngDor on Thu, 09/06/2022 - 03:04

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I've never done any favour to any client in terms of money

Submitted by nguyenminhhoang on Wed, 08/06/2022 - 04:56

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Yes, I often make a exception for some of my special clients because they are really prestigious and interesting. When they need a favour from me, I am willing to help them if possible within my ability. I think they hardly lie to me.

Submitted by Mm1111 on Wed, 01/06/2022 - 10:59

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Yes, because I have a important customer and she is a amazing person and always help me, so I can do her a favour ever.

Not ever. If you always help her, she will think you are a really easy person to ask.

Submitted by Estefanilore on Tue, 31/05/2022 - 02:21

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Yes definitely, with a regular customer can make exceptions.

Submitted by Van wong on Wed, 25/05/2022 - 08:14

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Yes, I often do the favour for clients. They want my service hours extended, once they leave the office.

Submitted by Steevzs96 on Tue, 24/05/2022 - 20:49

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When is an important client we try to do everything that are in our hands, but when is a client that we think we are not his first option we didn't make exceptions.

Submitted by EvelingArce on Sun, 22/05/2022 - 04:09

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yes, bur first I evaluate my client : How long has she/ her been my client? have she/her payed me on time? Is he a trusworthy person? if the answer is yes, of course I´ll make exceptions with him or her.

Submitted by MOSAB ABAKAR T… on Sat, 21/05/2022 - 17:27

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it is very important to solve a customer's issue because it will return you positively and you have taken experience if you face this affair a gain