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: 4.3 (11 votes)

Submitted by amatris on Fri, 28/01/2022 - 07:07

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I think It's good to give an extension but not for any customers, from the tone of their speech, Andrea was an important client for the company, so this expectation will bond the relationship between the customer and the supplier, but without excessing or breaking the regulations.

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Submitted by danisep on Sat, 15/01/2022 - 13:56

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I've never been in this kind of situation due to the kind of job that I perform but if the client is important and is a good one, I mean if the client pays always on time I could do it, but if the favor represents a risk for my business it could be useful discuss more terms like I'll send you the new order if you pay at least the 40% of your last order

Submitted by Aymen Aouali on Mon, 10/01/2022 - 22:05

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Always there are extensions in the payment terms especially in the pandemic.

Submitted by misty on Sat, 08/01/2022 - 17:40

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Yes, I usually exchange shift or off days with my colleagues if they ask to especially if they have some important appointment on that day. Doing a favor to your friend, relative, colleague, or client is one act of kindness.

Submitted by Miguelitorico1996 on Fri, 07/01/2022 - 22:04

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I've been working on collections for two years and I almost always give an extension to clients who are in a difficult cash flow situation, I usually give them a term of five days in order they can get the money.

Submitted by PeterG on Tue, 04/01/2022 - 14:14

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Well, I have never done a favor to a client because I have never worked in a company but if I were working for a company, probably would help the important clients to keep the business. Although I wouldn´t do it always.

Submitted by SkylarZhope on Fri, 31/12/2021 - 06:16

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To be honest, I am still a student, so I have never faced this kind of problem. But after listening to this audio, I would like to say, why not? If this client is important, who always has business with my company, I'll do this favour. However, I should also consider this client's integrity. I can help him once, but not more than twice.

Submitted by jmajo on Mon, 13/12/2021 - 15:27

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Well, when I work as freelancer IT support, sometimes I have to do it for customers whom need a little discount to get the job done, but I try to do that only for special customers or relatives.

Thanks for the lesson.
Great site!

Submitted by Anyis21 on Sun, 05/12/2021 - 22:32

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When I was working in a custom agency frequently we made exceptions in payment terms, discounts and work overtime to the clients who moved a lot quantity of goods because the benefits was mutual

Submitted by Isabella Vega on Fri, 03/12/2021 - 16:07

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I just have made discounts of our loyal clients because, they're an important clients. So for them, we make exceptions when they buy our products, and they obtain a promotion or discount.