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.


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.


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Submitted by nihad on Sun, 15/10/2023 - 22:30


In my country, Iraq, many suppliers make exceptions and do favours for most customers in order to get new clients every day. I think this way can help any business to grow even faster.

Submitted by Tarraq on Fri, 13/10/2023 - 22:22


I am not a supplier, but if it is the case for me I will accept some exceptions for a potential clients.

Submitted by Hajar Mohamed on Wed, 11/10/2023 - 10:54


that was very clear and easy
Thank you

Submitted by Safe_Mode on Tue, 10/10/2023 - 10:09


Well, I don't work with clients, so I don't do any favours or exceptions

Submitted by zizo2006 on Mon, 09/10/2023 - 23:02


yeah in my country Egypt as we are arabs we do a lot of favors to our clients if there is any relationship between the customer and the vendor. that really depends on the customer if he has emotional intelligence he will take the vendor always to his side because we are arbs we are more affected by emotions really fast.

Submitted by ALNABHAN on Sat, 07/10/2023 - 16:51


No , I don't. Because my job was to deal with companies, not with clients.