Conversation 1
Caller Receptionist
1. Good morning, ABC Company
2. Introduce yourself.
3. Ask to speak to Mr
4. Say that Mr is not in.
5. Ask when you can contact him.
6. Explain that he is away and offer to take a message.
7. You want Mr to call you.
Repeat your name and give your number.
8. Confirm the information.
9. End the call.
10. End the call.
Conversation 2.
Caller Receptionist
1. Good morning, Inter S.A.
2. Greeting.
3. Introduce yourself.
4. Check name.
5. Confirm/correct.
6. Offer to help.
7. Ask for an appointment
with Mr
8. Ask what its about.
9. Explain the purpose of the appointment.
10. Acknowledge ask when would be a good time.
11. Suggest the time.
12. Reject Mris away.
13. Suggest beginning of next month.
14. Agree and suggest a day of the week.
15. Reject This day Mr is
busy. Suggest another day.
16. Agree. Suggest an hour.
17. Agree and ask for a fax to confirm.
18. Agree to fax and signal end of call.
19. End the call/thanks/etc.
20. End the call.
Conversation 3
Customer Supplier
1. Answer the phone.
2. Introduce yourself
and say theres a problem.
3. Respond ask what problem occurred.
4. Explain the problem.
. 5. Apologize, explain the reasons why the problem occurred, and suggest a solution.
- Agree to the suggested solution.
7. Apologize again and end the call.
8. End the call.
Useful telephone vocabulary and phrases:
Introducing yourself:
Good morning, ABC Company.
Hello. This isfrom
This is John Brown speaking.
Hello, my names. Im calling from
Asking who is on the telephone
Excuse me, who is this?
Can I ask who is calling, please?
Requesting someone:
Id like to speak to, please.
Could I speak to, please?
Could I have theDepartment, please?
Is there, please?
Can I have extension 321? (extensions are internal numbers at a company)
Giving the reason for a call
Im phoning for some information on
Id like some more detailed material
Id like to meet someone from CNT
Id like to make an appointment with
Id like to discuss
Im calling to complain about
Connecting someone:
I'll put you through (put through - phrasal verb meaning 'connect').
Can you hold the line? Can you hold on a moment?
Saying someone is not available
Im sorry (Im afraid) he/shes not available
Sorry, he/shes away/not in/in a meeting/in Milan.
The line is busy... (when the extension requested is being used)
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Leaving and taking messages
Could you give him/her a message?
Can I leave him/her a message?
Please tell him/her
Please ask him/her to call me back
Can I take a message?
Would you like to leave a message?
If you give me your number Ill ask him/her to call you later.
Offering your help in other ways
Can anyone else help you?
Can I help you perhaps?
Would you like to speak to his assistant?
Shall I ask him to call you back?
Asking for repetition
Sorry, I didnt catch (your name/your number/your company name/etc.)
Sorry, could you repeat your (name, number, etc.)
Sorry, I didnt hear (understand) that.
Could you spell (that/your name), please?
Acknowledging repetition
Okay, Ive got that now.
I see, thank you.
Making arrangements
Could we meet some time next month?
When would be a good time?
Would Thursday at 5 oclock suit you?
What about July 21st?
That would be fine.
No, sorry, I cant make it then.
Sorry, Im too busy next week.
Changing arrangements
Weve an appointment for next month, but
Im afraid I cant come on that day.
Could we fix an alternative?
Explaining the problem
There seems to be
We havent received
The doesnt work.
The quality of the work is below standard.
The specifications are not in accordance with our order.
Threatening
If the problem is not resolved
well have to renegotiate the contract.
well contact other suppliers.
the consequences could be very serious.
