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

Matching_MjMzNDA=

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?

Download

Worksheet81.85 KB

Try another listening

Language level

B1 Intermediate

I remember when I was a seller, I made sometimes some favors to my customers whether giving them an extension or reducing the bill; it is with this mind you can keep your best customers and even more develop your business. I think that the favors sometimes strengthen our community life and make us to be closer.

I think that we could accept the special case to solve problem for customers. But important thing is we ensure to control the risk. with that way , we could build strong cooperation with customer.

yes, I would make an exception to an important client because it's good for business to have loyal clients and it will also build a good trust & communication between the client and company.

Yes, I often make exceptions for clients, but it depends on if I know the person well. If I don't know the person good enough I'll follow the regulations.

As far as im concerned i have already been learning English for 2 years.I know grammar part on high level but,ufortunately,i didnt pay attention to learning new words.I regret it

In my view, for any business, there are always exceptions occasionally, it is usually for customers' loyalty, on the other hands, it is also an important business strategy. But the key is how to manage and access the risk.

I have listened this audio 3 times. First time, I have listened without transcript and did tasks1, 2. But my result was so bad. Second I have listened with transcript. This time my result was fine. I thought I need more practice to listen.

Yes. A few years ago, my aunt had a small shop, some clients used to order products to buy on credit, however, we had some trustworthy customers and sold them products that paying the next week.

Yes, I sometimes do favours or make exceptions for the important clients. It usually depends on what kind of a favour is expected and how trustworthy the client is. However, I don't allow the change to become the norm.

I have completed the following lessons of A student Discussion, A weather forecast, and Making a decision. The level that is choose was Intermediate B1 Listening