UNIT 7

Telephoning

GENERAL OBJECTIVES :

To make contact, exchange information and do business over the phone

SPECIFIC OBJECTIVES : To give and write phone numbers To use functions in telephoning

Giving, writing and pronouncing phone numbers

When giving or asking for telephone numbers, say each figure separately. However, when the same figures occur together at the beginning or end of a group, the ‘double’ is used with the figure. The “0” is pronounced ‘Oh’ (the same as the letter ‘o’)Example :

283 4465 (two eight three, double four six five)

Say the Telephone Number

1. 061 352 2899(oh six one, three five two two eight double nine)

2. 021 616 7425(oh two one, six one six, seven four two five)

Telephoning : Opening a call

Identifying your company :

Good morning, Astra International. Astra International, can I help you?

Identifying yourself : This is ………………… … speaking … here

Identifying the caller:

May I ask who’s calling? Who’s that speaking?

Asking for connection: I’d like to speak to … Could I have extension 211, please? Could I speak to someone in the sales department?

Asking about the purpose: Could you tell me what it’s about? What’s it in connection with?

Explaining the Purpose: I’m calling about … The reason I’m calling is …

Making the Connection: Just a moment, please. I’m putting you through.

Telephoning : Taking messagesExcuses : He/she is away for a week. She/he won’t be back until Monday. I’m afraid she/he is in a meeting.

Messages : Can I take a message? Could you give her/him a message? Could I leave a message

Spelling: Could you spell that, please? Shall I spell it for you?

Noting: Let me take/write that down… I’ll just get a pen…

Repeating: Could you just go over that again? Let me just repeat that …

Confirming: That’s right fine. Fine

Encouraging: Of course. Go ahead

Reassuring: I’ll make sure she/he gets the message. I’ll tell him/her you called.

Telephoning : Calling BackTechnical Reasons: It’s a terrible line. I can hear you but not very well.

Requests: Could you speak a little slower, please? Could you speak up/ a little louder, please?

Excuses: Sorry I’m in a meeting (at the moment) Sorry, I’ve got someone on the other line.

Wrong Numbers: I’m sorry I think you’ve got the wrong number I’ll try to transfer you.

Offering to call back: I’ll call you back. Can I call you back?

Calling Back: This is … returning your call. Hello, this is … again.

Thanking: Thanks for calling back. Thank you for getting back to me so quickly.

Returning to the subject: The reason I called you was… . Anyway,…

Checking the line: Is that any better? Can you hear me clearly?

Telephoning : Arranging MeetingsSuggesting a meeting: I’d like to see you before the end of the month. Could we fix a meeting.

Negotiating a time: Could you manage next Tuesday? Maybe I could manage Thursday afternoon. I could shift things around a bit.

Excuses: This is a very busy time of year. I’m afraid Mr. Mc Person is tied up tomorrow.

Places: Your place/office or mine?. I’ll come to your place/office, if you like.

Neutral Responses: Ok All right.

Disappointed Responses: Oh dear. That’s a pity.

Showing understanding: I see. I’ve got that

Telephoning : ResponsesEncouraging Responses : Please do. Of course. Go ahead.

Positive Responses: Good. Fine. That sounds great!

Asking for clarification: I’m sorry I didn’t catch that. Could you repeat that?

Looking Forward I look forward to seeing you soon I look forward to meeting you

(response : Me too)

Have a good weekend/journey/holiday.

(response : You too)

See you soon. I’ll get back to you.

Telephoning : Closing a callConfirmation: Can I make sure that I’ve got your name right? So, let me just go over that … .

Closing signals: I think that covers everything. Is there anything else?

Thanking: Thanks for calling. Thank you for the information.

Farewells: Bye. Speak to you soon.

A sample of a complete phone conversation

A : Caroline Menzies speaking.B : Could I speak to Diana Curzon?A : I’m afraid she’s in a meeting at the moment. Who’s speaking?B : This is John Laing from Danton’s. I’m actually returning her call. So perhaps you could tell her that I called.A : Certainly. Does she have your phone number?

B : She must have, but let me give it to you anyway. It’s 01705 455623A : 01705…B : 455623.A : 455623B : That’s right.A : OK. I’ll make sure she gets the messageB : Thank you

Answer the Questions

1. Who is calling?John Laing

2. What does John want?He wants to talk to Diana Curzon

3. Can he talk to her?No, he can’t

4. Who receives John’s call?Caroline Menzies does.

5. What does Caroline do?She takes a message

GOOD LUCK