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.

Preparation

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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.

Task 1

Exercise

Task 2

Exercise

Discussion

Do you ever do favours or make exceptions for important clients?

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Language level

B1 Intermediate

Yes, I do but Some times it made a flow cash issue for me...

Of cource, I do. To my mimd this is the basis of the client's trust in the company. When you make an exception for a person who really needs it, he trusts you and may even recommend you to other people. But we can only make an exception once to preserve the prestige of the company and not put it at risk of economic collapse.

no i never do favor for customers.

Hi, Please, could you explain me the meaning of "at our end"? Junko said: "We've got regulations at our end." I'm not sure if my understanding is right.

Hi Leila77,

The phrase 'at our end' means 'in our company' or 'in our country'.

Peter

The LearnEnglish Team

Thank you so much.

Yes I do. I feel good when I can help my customers.

It is a win win situation for both buyer and seller.

Yes, it's important to make exceptions for clients. It shows that you focus not only on profit and you build long-term business

Yes!. I did a help to one customer, about his facility design and he really appreciated all the advice that I gave to him. It was added value for him.