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.
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.
Yes I do, but sometimes it's a bit hard to do. Because it needs to be approved according to company's terms.
Yes I've applied some consideration for important clients , I'm a web programmer and sometimes there could exist a client with flow cash inconvenients They'll appreciate the consideration and you could build loyalty relationship
Yes i have done some exceptions for important clients like give them the possibility of paying when they receive the product, instead of paying before. I do this because i trusth them and i know after this favor they will make a new order.
Sometimes I have done this types of exceptions at my job, but that it depends. This types of favors is only consider to loyal customers, business that we know that could responses for the payment and keep these words.
We must always be willing to help customers, when they need a favor always being attentive to their needs and interests and do everything possible, to solve their needs and problems.
Yes, when I attend a good customer I do like to offer them possibilities to make the things easier for them. That includes apply some discount or exemption for those ones who I am interested on develop their loyalty with my product or service.
No,I haven't been given a chance to do faviour or make exceptions for any client because I'm a student and I don't work at any companies.But even if I worked I should be allowed to do it.It depends from that companie's laws.
unfortunately, I haven't ever done favors or made exceptions for important clients. this is because I am a student so I haven't been the chance to do with clients. in my opinion, it's hard to avoid unexpected situations in work. so I think it depends on the reason and the client who is a really important person to make a good decision.
Sometimes I do. In my area it's important to understand their needs and to know when be open to make exceptions or no.