Do the preparation task first. Then listen to the audio and do the exercises.
Preparation
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.
I like it too much
It's a nice exercise, but I have never done it .
Although I uphold the company policies consistently, I can understand that on some cases, it is necessary to be flexible to build trust with the clients. With the exception of what is important to our clients, I focus on finding solutions that serve them without breaking our rules and creating unreasonable exemptions. Suppose a valued client has an urgent request, I can expediate their order or give personal support if it’s in line with our capabilities and does not disadvantage other clients. I make sure the special arrangements are approved, documented and sustainable long term, and are consistent and transparent.
Hi
I'm not yet faced with this kind of situation
I could make an exception to a current client because that is the key to make healthy business. You would never know if tomorrow you need an exception. Always be kind.
I never have worked in a business or accounting department, however, I have identified that kind of arrangement between the accounting department and field customers in some organisations when I have worked before. For many people, that is a way to improve and establish long-term business relationships.
Nice exercise! It has a reasonable duration, I think it's excellent for practicing listening!
it was very clear and helpful. I appreciate your help !!!!
Thank you :-))
In my first job we always called to customer about the order payments. Usually we asked for more time to pay an order and often we successful.
Hi, community.
Some years ago, in a tech business, our payment terms to allow an extension period of time around 60 days and the details about above story was similar. I remembered that situation.