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.


Worksheet81.85 KB

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Submitted by Alshujairi on Sat, 15/07/2023 - 21:44


I do not have a business now but if I will be had a business in future, certainly I will give an extension to my costumers.

Submitted by Leorj on Fri, 14/07/2023 - 22:29


Yes, I usually make exceptions for my clients because I think that everyone is unique and has its own needs. Therefore, it's necessary to be flexible and open to the change.

Submitted by Smychok Tetiana on Tue, 11/07/2023 - 09:38


Do you ever do favours or make exceptions for important clients?
Well, I don't know it's good or not, but whet I worked by shop assistant I've never done exceptions for people, maybe It's because they were waiting to that from me, and when someone think that you are obligeded to do somethink for them It's not a good start I soupouse, so my answer is no.

Submitted by Ahou on Tue, 11/07/2023 - 09:01


I worked in a social area and we didn't use to have clients. But depending on the situation, we tried sometimes to make commitments with our users. Be emphatic could be really helpful as long as it's not risky for our business.

Submitted by fernandovz on Mon, 10/07/2023 - 19:07


Yes, I have. But, sometimes it could have a negative effect in your business, because the other client could feel they do not have that benefices.

Submitted by RENACHAN on Mon, 10/07/2023 - 15:56


I am still a student but I think in the future I would make an exception for those clients who deserve

Submitted by fatima_macias on Sat, 08/07/2023 - 20:26


I don't remember if I have done this type of favor, but I think we must be empathetic and do exceptions in some moments.

Submitted by yassmine_ on Tue, 27/06/2023 - 16:21


I don`t work now but in future if i get my own business i will make exceptions for important clients

Submitted by Sadat24 on Tue, 27/06/2023 - 12:42


It is an old saying that Customer is the King. The business requires to cope up with the requirement of their customers and make exceptional amendments in their policies. In this way they could retain customers and turn them in to loyal ones.

Submitted by milenaps86 on Sat, 24/06/2023 - 23:24


I don't work with clients exactly, but I work at a University and I assist students, and sometimes we make some exceptions, mainly extensions in the deadline that they must deliver a document.