Revision

1.There are three mixed up telephone calls. Sort them out and rewrite them:

This is Sara speaking.

I’m sorry, but you have the wrong number.

No. She went out for lunch. Can I take a message? No, it’s 736-3224.

Hello. Is Jenny there please? Hello. Is Sara there please? Hi is Kevin there please.

Hi. Sara. My name is John I’m calling about the ad in the newspaper. She just stepped out.

Is this 736 –2334?

Yes, tell her to call Dave please. Will she be back soon?

2.Telephone - Connecting Quiz. Choose the one correct answer.

1)When you telephone a company the person answering the phone may ask you a question. Which is the correct question?

a)Who’s calling please? b) Who calls? c) Who it is? d) Who called?

2)Which phrase means the same as ‘hang on a moment?’

a) Just a second b) I’ll put you on c) Go ahead d) I’m ready

3) Choose the correct word: “Please ……. and I’ll put you through.”

a) stop b) stay c) talk d) hold

4) What is the expression used to connect two people on the telephone?

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3. Fill in the gaps in these conversations with one word.

1)

A:Is Roy Parker (1) there, please?

B:I'm afraid he's in a meeting. Can 1 take a message?

A:Yes, please. My name's Georgia Ashby. Could you please ask Roy to phone me

(2)………………..?

2)

A:Could I (3)…………….. to Antonia Grimshaw, please?

B:I'm sorry. There's no reply.

A:Just tell her Michael (4) ……………, please, and she can get me (5)…………….

my mobile.

3)

A:Smith and Company. How can 1 help you?

B:(6)……………. is Greg Brumfield's sister. Is he there?

A:No, I'm afraid he's not at the moment.

B:Oh, could you ask him to phone me? He can get me (7)……………. home tonight.

4. Complete the phone calls with sentences

a)No, thank you. I'll call back later. Goodbye.

b)I'm sorry. He's in a meeting at the moment. Can I take a message?

c)Yes, please. Can you ask her to phone me at the office?

d)Hi Freddy, It's Val. Is Kate there?

e)Hello. This is Anthony Marsden here. Could I speak to Matthew Thomas, please?

f)OK. Bye.

g)No, she's out at the moment. Shall I tell her you called?

1)

FREDDY Hello?

VAL 1)……………………………………..………..

FREDDY 2)………………………………………………

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VAL 3)………………………………………………

FREDDY 4)………………………………………………

VAL Bye.

2)

RECEPTIONIST Hello, First for Food. Can I help you?

ANTHONY 5)………………………………………..

RECEPTIONIST 6)………………………………………..

ANTHONY 7)………………………………………..

RECEPTIONIST Goodbye.

5.Say whether the following statements are true or false. Why?

1.Greetings and endings distract the callers from the subject matter of the conversation and are mere politeness and a complete waste of time.

2.You need to develop your questioning techniques in order to elicit the caller’s objective as quickly and as clearly as possible.

3.By actively listening we ensure that the caller gives precise information so that the message we receive is accurate.

4.If a difficult caller is a potential client and you cannot possibly let him go to your competitors, try to fob him or pass the buck.

5.Mistakes and misunderstandings arise from the subliminal signals you give out while calling.

6.Because your caller can't see you, they won't be affected by what you are doing and what's going on around you.

7.If you ask a person to explain more than twice they will think you are clotheared and cut you off.

8.If the caller is complaining, by any means try to disclaim personal responsibility or pass the buck.

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