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.
Its always good to give favour to your good clients as it works both ways.
Hello about the question I can say that If I were a business owner and I had an important client, I would give him a chance to make an exception
I am not currently a supplier, but some time ago I had an Indian furniture store that sold in Italy. On some occasions, I gave my best clients the option of deferred payment: depending on the amount of the invoice. Greetings.
Hello, everyone! I like to help people without violation of company rules. But sometimes we need to do an exception. Because we are humans beings, not artificial intelligence
it's a good service to customer, because when someone doesn't have cash, is more dificult that the supplier undestand the problems with cash flow.
One of the most important sales skills is Flexibility with your clients in possible way and based on company's business ethics and its code of conduct. Even the business environment is going to fully competitive mode, flexibility will be more effective and need to setting up the strategy to manage it.
I don't have clients. As a bus driver, I only have passengers. Our company has very strict rule of what we can do and what we can't do. So, when we drive on the way, we can't give any exception to passengers, but if they need help, I would help them as much as possible.
I don´t have clients but I have made exceptions to friends.
Yes, I have done exceptions. For example when the customer ask me to change certain term in the invoice, if I can, I do that 'cause it's a fequent customer.
For 2 years I’ve been retired , I was a vet and worked with farmers who often had some cash flow problems and they never payed on delivery . So I had to offer extension. For good customers who needed help and for bad customers who always needed extension .It was the worst part of my job.