.
Business
. Telephone Skills
Answering a Call
6
Intermediate
Exercise 1
Useful Expressions
· Hello, how may I help?
· J&M Imports, Joanna Collins speaking, how can I help you?
· Can I have your name, sir/madam?
· May I ask who’s calling, please?
· I'm sorry, I didn’t get your name.
· Could you spell that for me, please?
· Would you mind spelling that for me?
· Where are you calling from?
· Can you please tell me where you are calling from?
· Just a moment, please.
· Could you wait for a moment, please?
· I’ll try to put you through.
Exercise 2
Dialogue Practice
Read the dialogue aloud with your teacher.
Mr. Adachi is trying to reach Mr. Carter. His secretary answers the phone.
J&M Imports, Joanna Collins
speaking. How may I help you?
Secretary
Hello! May I speak with Mr. Carter?
Akio Adachi
Can I have your name, sir?
Secretary
My name is Akio Adachi.
Akio Adachi
Would you mind spelling that for
me?
Secretary
Akio Adachi. That's A-K-I-O A-D-A-C-
H-I.
Akio Adachi
Thank you, sir. And where are you
calling from?
Secretary
I'm calling from HCA Shipping.
Akio Adachi
Ok, Mr. Adachi, I’ll try to put you
through. Kindly wait for a few
seconds.
Secretary
Thank you very much!
Akio Adachi
Check your understanding:
1.
Which company did Mr. Adachi call?
2.
What information did Mr. Adachi have to provide?
3.
What company does Mr. Adachi work for?
Exercise 3
Role Play
Role-play the following situation with your teacher.
Situation
You work as a receptionist of a sales company. You receive a call from a web designer that your company has recently
hired. He/she would like to speak with the Accounting Manager. Take the caller's details and put the call
through. Your teacher will act as the caller.
Exercise 4
Discussion
1.
In your line of work, do you have to make many phone calls?
2.
Do you prefer to talk on the phone or face-to-face?
3.
Is your behavior different when making business phone calls, compared with informal calls? How so?
4.
Have you ever had to deal with a rude customer/client on the phone?
