| 1) interrupt | a) |
| 2) occur | b) |
| 3) revisit | ) |
| 4) pick up | d) |
| 5) hang up | e) |
| 6) recap | f) |
| 7) accomplish | g) |
| 8) cover | h) |
| 9) discover | i) |
| 10) involve | j) |
Match up the equivalents to the given expressions.
| 1) convey a sense of authority | a) |
| 2) break relationships | b) |
| 3) drift from the topic | c) |
| 4) remind of the appointment | d) |
| 5) part on a pleasant note | e) |
| 6) burn bridges | f) |
Choose the correct option to fill in the gaps.
1) During the telephone business conversation your voice should express a sense of ______
a) faith and hope c) love and affection
b) professionalism and authority d) hate and dissatisfaction
c)
2) Almost all our _____ take place on the phone.
a) troubles c) business communications
b) private relationships d) meetings
3) To access your company's website or locate information quickly you must use _____.
a) a telephone c) a radio
b) a computer with Internet connection d) a diary
4) If the other person does not have time, briefly state the purpose of your call and ask for _______ to follow up at a later time.
a) a date c) an interview
b) a conference d) an appointment
5) When the other party is drifting from the topic at hand, you should _______
a) interrupt c) get angry
b) keep patience d) end the call
6) If additional communication is required, set up a specific _______for a follow-up phone call.
a) conversation c) day and time
b) meeting d) appointment
Read the following statements and decide if they are true or false.
1) As nowadays modern technology, such as email or text messaging, is widely used, the telephone becomes less important as a means of communication.
2) Proper phone technique can make or break deals or relationships.
3) When answering the phone for business, you should introduce yourself or your company.
4) If your call has been expected, you should remind them of the prior conversation and appointment.
5) Never interrupt the other party even when they are drifting from the topic at hand.
6) At the end of the call use your notes and repeat any resolutions or commitments on either side to be sure you have reached an agreement.
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Answer the following questions.
1) What is telephone is so important in business communication?
2) What can help guide you through the call and maintain control of the conversation?
3) Why is it necessary to identify yourself and your company?
4) How should you state the purpose of your call?
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5) When must you set up a specific day and time for a follow-up phone call or other method of communication such as email?
6) Why should we always end the call on a pleasant note?
Read the following dialogues and say what the purpose of each call was, what actions were taken by the callers and the recipients, and what problems occurred during some of these calls. Then act out the dialogues in pairs.
Conversation 1
Michelle: Hello, you've reached the marketing department. How can I help?
Male: Yes. Can I speak to Rosalind Wilson, please?
Michelle: Whos calling, please?
Male: Its Richard Davies here.
Michelle: Certainly. Please hold and Ill put you through.
Male: Thank you.
Conversation 2
Michelle: Hello, marketing. How can I help?
Male: Could I speak to Jason Roberts please?
Michelle: Certainly. Who shall I say is calling?
Male: My names Mike Andrews.
Michelle: Just a second - Ill see if hes in. Hello, Jason, Ive got Mike Andrews on the phone for you... OK - Ill put him through. Hang on a moment, Im just putting you through.
Conversation 3
Male: Hello, this is the press office.
Michelle: Could I speak to Rachel Allsop, please?
Male: Im sorry, you must have the wrong number. Theres nobody of that name here.
Michelle: Oh. Can I check the number Ive got. is that not 5568790?
Male: No, its 5558790.
Michelle: Oh, sorry about that. I must have dialled the wrong number.
Male: No problem! Bye!
Conversation 4
Male: Hello, press office, can I help you?
Ruth: Hello. Paul Richards, please.
Male: Im sorry, youve got the wrong number, but he does work here. Ill try and put you through. In future his direct number is 5558770.
Ruth: Did I not dial that?
Male: No you rang 5558790.
Ruth: Oh, sorry to have troubled you.
Male: No problem. Hang on a moment and Ill put you through to Pauls extension.
Ruth: Thanks.
Conversation 5
Secretary: ABC Electronics. May I help you?
Anna: Hello, may I speak to Mr. Kelly, please? This is Anna Sedova calling.
Secretary: Would you hold the line, please? I'll see if he is in. I'm sorry, Mr. Kelly is out right now. Would you like to leave a message?
Anna: Yes, please. Tell him Anna Sedova from New Products called about the exhibition next week.
Secretary: How do you spell your last name, please?
Anna: That's S as in Samuel, E as in Edward, D as in David, O as in Oliver, V as in Victor, A as in Alice. Sedova. Could you ask him to call me back? My number is 555-3456 (five-five-five, three-four five-six)
Secretary: Sure. I'll give him your message.
Anna: Thank you very much. Good-bye!
Conversation 6
Claire: Hello, finance department
Female: Hello, can I speak to Adrian Hopwood, please?
Claire: Im afraid hes in a meeting at the moment. Can I help?
Female: No, I need to talk to Mr. Hopwood, I think. What time will he be out of the meeting?
Claire: In about an hour. Can you call back later?
Female: Okay, Ill do that.
Claire: Or can I take a message?
Female: Actually, would you mind? Could you tell him that Jennifer McAndrews called and that Im in the office all day if he could call me back.
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Claire: Can I take your number, please?
Female: Yes, its 5556872.
Claire: 5556872. Okay, Ill make sure he gets the message.
Female: Thanks very much for your help, bye!
Claire: Goodbye!
Conversation 7
| Michelle: | Mr Hibberds office! |
| Peter: | Hello, can I speak to Brian Hibberd, please? |
| Michelle: | Im afraid hes in a meeting until lunchtime. Can I take a message? |
| Peter: | Well, Id like to arrange an appointment to see him, please. Its Peter Jefferson here. |
| Michelle: | Could you hold on for a minute, Mr. Jefferson. Ill just look in the diary. So whens convenient for you? |
| Peter: | Some time next week, if possible. I gather hes away the following week. |
| Michelle: | Yes, thats right, hes on holiday for a fortnight. |
| Peter: | Well, I need to see him before he goes away. So would next Wednesday be okay? |
| Michelle: | Wednesday let me see. He's out of the office all morning. But he's free in the afternoon, after about three. |
| Peter: | Three o'clock is difficult. But I could make it after four. |
| Michelle: | So shall we say 4.15 next Wednesday, in Mr Hibberd's office? |
| Peter: | Yes, that sounds fine. Thanks very much. |
| Michelle: | Okay, then. Bye. |
11. Put the following sentences in the correct order to make up a business telephone conversation and write a short summary of the conversation. You may start like this:
Ms Roberts, the sales representative of PFG Company is calling ABC Company to speak with Mr. Franks. But
A Henry Smith (Secretary of ABC Company)
B Ms Roberts (Sales representative of PFG Company):
1 A I'm afraid Mr. Franks is out of the office at the moment. Would you like me to take a message?
2 A Well, we still haven't received the shipment of lawn trimmers that was supposed to arrive last Tuesday.
3 B Yes, I'm terribly sorry about that. In the meantime, I've spoken with our delivery department and they assured me that the lawn trimmers will be delivered by tomorrow morning.
4 B No, I think that's everything. Thank you for your help... Goodbye.
5 A I'm afraid he's meeting with some clients out of town. How about Thursday morning?
6 B Yes, 10 would be great.
7 B Uhm... actually, this call is rather urgent. We spoke yesterday about a delivery problem that Mr. Franks mentioned. Did he leave any information with you?
8 A Goodbye.
9 B Great, should I come by at 9?
10 A I see. Mr. Franks also wanted to schedule a meeting with you later this week.
11 A No, it looks like he's free then.
12 B Great, I'd love to see this problem resolved as quickly as possible.
13 B Unfortunately, I'm seeing someone else on Thursday morning. Is he doing anything on Friday morning?
14 A Excellent, I'm sure Mr. Franks will be pleased to hear that.
15 A OK, I'll schedule that. Ms Roberts at 10, Friday Morning... Is there anything else I can help you with?
16 B Yes, the shipment was delayed from France. We weren't able to send along your shipment until this morning.
17 A Hello, PFG Company, this is Peter speaking. How may I be of help to you today?
18 B Certainly, what is he doing on Thursday afternoon?
19 A As a matter of fact, he did. He said that a representative from your company might be calling. He also asked me to ask you a few questions.
20 B Yes, this is Ms Janice Roberts calling. May I speak to Mr. Franks, please?
21 A Well, he usually holds a staff meeting at nine. It only lasts a half an hour or so. How about 10?
