A phone call from a customer

A phone call from a customer

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

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.

Task 1

Task 2

Discussion

Download
Worksheet81.85 KB

Language level

Average: 4.4 (681 votes)

Submitted by SIUUUUUUUUUUUUUU on Fri, 09/05/2025 - 08:12

Permalink

Thank you 

Submitted by pyaemonzin on Tue, 06/05/2025 - 09:38

Permalink

Actually, I haven't faced this kind of situation, but if I had, I would need a favour.

Profile picture for user chanthar

Submitted by chanthar on Sun, 04/05/2025 - 10:42

Permalink

Sometimes, I need a favour as a customer. 

Submitted by Manir Khan on Sat, 03/05/2025 - 06:08

Permalink

So far this one is a good exercise.

Submitted by Faisal-12 on Sun, 27/04/2025 - 15:30

Permalink

it was a very clear and helpful for me and the subject was wonderful

Submitted by jocabed on Fri, 25/04/2025 - 20:14

Permalink

Hello to everyone

I'm not currently working, but when I was employed at a bank, I worked in the credit department and did not have the authority to extend payment terms. I believe that making exceptions for clients can be challenging and should be done with caution, as doing so too often may increase the risk of default.

Submitted by GayaneGh on Fri, 25/04/2025 - 11:56

Permalink

I realy appreciate the lesson, thank you!

Submitted by .romulys___ on Tue, 08/04/2025 - 03:10

Permalink

I like it too much 

Submitted by kamali'' on Sat, 05/04/2025 - 15:31

Permalink

It's a nice exercise, but I have never done it .

Profile picture for user Transme25

Submitted by Transme25 on Sat, 05/04/2025 - 05:09

Permalink

Although I uphold the company policies consistently, I can understand that on some cases, it is necessary to be flexible to build trust with the clients. With the exception of what is important to our clients, I focus on finding solutions that serve them without breaking our rules and creating unreasonable exemptions. Suppose a valued client has an urgent request, I can expediate their order or give personal support if it’s in line with our capabilities and does not disadvantage other clients. I make sure the special arrangements are approved, documented and sustainable long term, and are consistent and transparent.