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.
in my case I have the intern customer, and I think that is very important help your customer to improve their relationship. As people say the customer always is right
Sometimes I have to make some exceptions regarding the work time, I mean, some days i have to work a little more time to complete daily tasks
As a supplier, yes i can make favours for my important clients for once.
but i also have to know if sure they will pay thier orders or they couldn't pay cause of big problems in thier business.
This was a win-win business, sometimes companies, and by the way, customer service departments, forget about the flexibility that they must have, the rules must exist, but always accompanied by common sense.
I'm not a supplier or something like that, but I'm a costumer. And sometimes, I need a exception. So, I think, if I was a supplier, I'll help my costumer, but only if I already know him.
I live in Argentina. In my country is very common to receive this kinds of exceptions on the payments terms. I would say the exception in really is the rule.
I have never been at this situation before but if the customer is one of vip customers and our transactions are good always so i will do a favor for him with in our company regulations
Yes, of course, if it is possible and it works both ways
Actually I never face this situation. Generally I will not favor anyone unethically . But if there is any exception and situation demands me to do so I will definitely do that.
This exception works like a customer retention, if you give solutions to your customers then you have happy costumer