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.
No. I haven't experienced but if they really need favours, I will report to my boss and discuss what can we do
I've never had the chance to make an exception to a client because I've never had a job but if I could, I would.
Do you ever do favors or make exceptions for important clients? I didn't have the opportunity to do a favor. If I had the opportunity, I would be satisfied.
I've never done that kind of favours because I didn't get a chance.
In my short life, I haven't done favours to clients, because I never had the opportunite for do it.
Yes, we have made an exception occasionally only to our important clients.
I think no,because Im never worked at company with customers,an exceptions travel company.
I have got new vocabulary: cash flow, a regulation
I do make exceptions for clients when I see that they are struggling due to external factors. However, each case is evaluated individually, and I make sure to inform them that it's an exception and not the regular protocol.
Awesome ..