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.
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.
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.
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.
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
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.
Yes, sometimes. It depends on the situation. I mean if the client is okay with his business, we will not agree with him to give an extension. But if he is in trouble, we will help you as soon as we can.
Sometimes I could make exceptions in special cases, however I think it is important to know that all clients should be treated with the same respect and the same kindness.
It is a situation, it was solved for the supplier, and he offer a excellent service, giving solutions to the customer, it may have helped in a future to keep a loyalty customer.
Yes, but only with exceptions that are appropriate and do not affect the company. Sometimes it is good to consider certain exceptions, as there may be justified inconveniences and it is not bad to provide help, since at some point you could be in a similar situation
I don't know, I think that I would, because I think that's not a good way, we have to try to do the same with all the clients we have, but you need to do a favor, that's fine.
Hello, sometimes I have worked in customer service at clothes store and might the last size available fits for any special client that can't go to buy it that day, so you can do a favor saving that clothe and not offering to others.