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.

Task 1

Task 2


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I used to give extension to people who ow me money. In business it's a comone thing to thoose who want to keep theis customers

Submitted by MMAGUILARE on Thu, 13/10/2022 - 18:12


Flexibility. When an exception happen it is necessary to help when the customer is important for the company.

Submitted by fhaelmarinho on Sun, 02/10/2022 - 12:40


Yes, I do it for an important costumer. It's good for maintaining a good relationship within

Submitted by dinder on Sat, 01/10/2022 - 10:06


For sure
i were supplier i would give him a favour because we shoudntonly win money we must win clients hearts and their loyallity .

Submitted by buiduykhanhgl on Wed, 14/09/2022 - 15:28


Yes, as my experience in Vietnam, we often make extension on payment for our clients, especially in construction field.

Submitted by Nandar Su Hlaing on Thu, 08/09/2022 - 04:17


Of course, if customers request the company to postpone payment date for some days and we have negotiated with management at that time to favor the customers.

Submitted by vinglo28 on Sat, 03/09/2022 - 23:16


Yes, when I was working with my father he used to make exceptions with some customers because they buy frequently in our store and he knows them

Submitted by Evelyn.Lucero on Sat, 03/09/2022 - 20:48


I did a exception when the client had to present a surety policy but the amount and the term of validity wasn't significant.

Submitted by raruiz on Fri, 26/08/2022 - 16:43


In some cases, this type of favor is necessary to build customer loyalty.