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


Worksheet81.85 KB

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Submitted by Abbas.2023 on Wed, 06/09/2023 - 11:12


The supplier helped her customer the best way. In work place as an accountant I didnt talk to clients about payment terms but the correction and send customer statement

Submitted by hakanonel05 on Sat, 02/09/2023 - 12:31


I think suppliers should help their customers.

Submitted by senoufo on Fri, 01/09/2023 - 19:32


I don't have my own business yet and in my work place I don't talk with clients. But sometime when I went to buy something the sellers make me favours because I am a faithful client when I start with you and saw that your service is good I stay with you.

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Submitted by robertomm on Thu, 31/08/2023 - 23:17


I usually do favors not for a client but for my parents.
Last week I let my sister stay at home because she needs to work next day in the morning.

Submitted by hannibete on Wed, 30/08/2023 - 21:04


When I worked at a dental clinic as a recepcionist, my boss did favors for some clients, given the price of the treatment.

I have a small business selling wine ,I don't give old customers or new customers favours ,but I do favours to old customers who have a good criedit standing if they have unusually requirments.

Submitted by Toan3002 on Wed, 30/08/2023 - 03:24


I haven't had a business or helped clients yet!!

Submitted by marcialopes on Fri, 25/08/2023 - 16:53


During my time working at a drugstore, I remember that it was not uncommon to make exceptions for certain customers. For example, if someone frequently purchased a particular item, we were more tolerant in dispensing it even without a prescription. However, I personally never agreed with this practice, even if we had the customer's information and knew it was a medication they regularly took. The manager would often justify these exceptions by saying "We know this person, it's just a favour," but many times the customer never came back with the prescription. So, in my opinion, make exceptions or not depending on the situation.

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Submitted by Bernie Almeida on Wed, 23/08/2023 - 05:31


This Website is really helpful and the best part! Is free! In addition to this, the website is well organized in levels and content... Useful!!