Ringing in the Millions

Phrase Bank: Telephoning

Can I speak to …? / I’d like to speak to …, please.

I’m phoning about …

Can you give me the number for …?

Hello, Mr./Mrs. …. This is … speaking.

Could you hold on?

Would you like to leave a message? / Can I leave a message?

The line is engaged.

You’ve got the wrong number.= You’ve dialled the wrong number.

Can you put me through to this number?

Telephone numbers

1. Listen to the extracts and write down the phone number.

a) 0837________ c) _____________ e) __________

b) ____________ d) _____________

2. Listen again and put the phrases in the order that you hear them.

A 1) Can I speak to Derek LaMotte, please?

B __ You have one message from 903586759 at 18.30 on April 1.

C __ Ring now on 902386980. I’ll repeat that for you. If you know the answer, phone us now on 902386980.

D __ Can you give me the number of Budget Car Rental, please?

E __ No, I’m afraid you’ve got the wrong number.

F __ I’m sorry. Could you say that again a bit slower?

3. Underline phrases in the sentences in 2 that you think are useful to know.

4. Discuss the following questions with a partner:

a) Do you find it easy to remember telephone numbers? How many do you know by memory?

b) Write down five random telephone numbers and dictate them to your partner as fast as possible.

Grammar

Indirect questions

Direct questions(прямые вопросы)	Indirect questions (косвенные вопросы)
Where are you from? How is she? Where are we meeting? Where do you live? Does he like football?	Can you tell me where you are from? how she is? Can you remember where we’re meeting? Could you tell me where you live? Do you know if he likes football?

1.Reorganise the words to make indirect questions or statements.

a) tell if got my could you she message

_______________________________________________

b) know be back will do when he you

___________________________________________

c) remember the what bus time can leaves you

_______________________________________________

d) know think he wants what you to do

____________________________________________

2. Change the direct questions into indirect questions.

a) What time does the meeting begin?

Do you know ________________________________?

b) How much is the hotel?

Could you tell me ________________________________?

c) Why is he angry?

Do you know ___________________________________?

d) Where can I park the car?

Can you tell me _____________________________________?

e) Is the office near the town centre?

Can you remember ___________________________________?

3. We use indirect questions to sound more polite. Listen and complete the dialogue below.

A InterAir, can I help you?

B Yes, please. I'd like some information about a flight arriving from Munich.

A Yes. Do you ____________________________________________

B The flight number? I 'm not sure. I know it leaves Munich at I7.30.

A Oh, yes, that's IA 345.

B Yes, that’s it. Could ________________________ gets in?

A Yes, the arrival time is 19.10.

B 19.10. Do you ____________________ any delay?

A No, the flight is on time.

B Right, thank you very much.

A You’re welcome. Goodbye.

4. Rephrase the questions using Do you know …? or Could you tell me …?

a) What time does the flight leave? Could you tell me what time the flight leaves?

b) Do I need an international driving licence? ________________________________?

c) Have they booked a meeting room?_______________________________________?

d) How far is the factory from the airport? ___________________________________?

e) Is it a nice place? _______________________________________________?

Telephone frustration

1. Answer the questions with a partner.

a) What percentage (%) of all sales enquiries do you think begin on the phone?

1) 25% 2) 50% 3) 90%

b) For what type of companies might effective use of the telephone be important?

c) What kinds of things do telephone receptionists need to be good at?

2. Now read the text. According to the author, what are the answers to the questions above?

Ringing in the Millions

In this age of the Internet, e-mail and electronic communication, the telephone continues to be one of the most important business tools. Ninety per cent of all sales enquires begin on the telephone, so from the start, it is vital to project a company image which is friendly and professional. At the same time, poor and ineffective telephone behaviour can cost millions of dollars in terms of lost sales opportunities. For example, in the insurance business, failure to answer a call promptly and respond efficiently could result in a valuable policy going straight to the competition.

Although good receptionists have a certain amount of natural ability, companies need to train staff in specific skills of telephone use: placing a call on hold, dealing with angry callers, answering correspondence by phone and taking messages correctly. Callers should not hear informal expressions like “oh, she’s just gone out” or “sorry, he’s not with us anymore”.

More business is lost through poor service than by poor product performance, and the quality of a firm’s response to a call is one of the important factors in creating a perception of good or bad service.

Дата добавления: 2015-10-31