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.
I don't have the authority to make exception decisions for clients as I am not a decision-making staff. However, I do try my best to offer favors to clients. For instance, I provide quotes according to clients' special or custom requirements, not just based on documents and drawings. In specific circumstances, I provide particular coordination and custom drawings to meet clients' needs.
Good morning,
Greeting from UAE,
To be honest with you this act of kindness is very important for me with the new and important customers. In fact, I am doing some fast checking to see if it will not harm the business, However, If it is harmful, I am doing my best to find a balanced reasonable way to solve the customer need.
I suppose that many times one can find a way to fulfill his customer's need even if it seems to be frustrating, I believe we should only consider thinking about the 3rd option other than the "Yes" or "No" options.
Thanks for the opportunity
I think that we can't judge all of our clients with the same rule, it's about credibility and confidence.
Yes , of course, in the job a favour important client to his ask is very polite.
Yes, many times in my job. The costumes ask me reprogram the date of services at the last minute, which it is prohibited.
Not many clients benefit from this advantage. they are also very regular towards the company. this involves on the other hand the good qualities of the client himself, such as the confidence.
It is really important to build the honest and the trust with clients.
Yes, of course. I think provide help and make favours to ours clients keep the business going
I'm starting to work with clients now, but I think I would do exceptions or favours if the client was reliable and it wasn't recurring.