Переговоры по телефону

Телефон - очень полезный инструмент для немедленной связи при ведении бизнеса. Умение правильно говорить по телефону также важно, как переговоры. В зависимости от характера разговора по телефону деловой партнер судит о фирме. К проведению телефонных переговоров необходимо тщательно готовиться и, прежде всего, определить цель и содержание разговора.

Задание 1. Прочитайте, переведите и сообщите о том, что Вы узнали из каждого телефонного разговора.

A

S: Klottmann. Guten Tag.

Roberts: Good morning. Could I speak to Beater Frick, please?

S: One moment, please.

Frick: Frick.

Roberts: Good morning, Mrs. Frick. My name is Paul Roberts from Softcom. I am the regional Manager for Europe.

Frick: Good morning.

Roberts: Mrs. Frick, as you probably know, we are one of your suppliers of customized software products.

Frick: Yes, Mr. Roberts, I believe we handle some of your products.

Roberts: Mrs. Frick, I shall be in Stuttgart on 18th and 19th September and would like to meet you to discuss your needs in further detail.

Frick: I am very sorry, Mr. Roberts, but I shan't be available at all that week. But if you have some new documentation about your products, I would very much like to see it.

Roberts: OK, Mrs. Frick. I will put some information into the post for you. By the way, could you just spell the company name for me?

Frick: Yes, it's K-L-O-T-T-M-A-N-N.

Roberts: Right. Fine. Well, perhaps we could meet when I'm in Stuttgart in the spring.

Frick: Yes, I hope so. Please contact me before your visit.

Roberts: I will.

Frick: Thank you for your call.

Roberts: Not at all.

Frick: Goodbye.

Roberts: Goodbye.

B

S: Compagnie des Antevilles.

Richards: Good afternoon. Bernard Bonnat, please.

S: Hold on, please,

Bonnat: Bonjour.

Richards: Good afternoon, Bernard. This is Clive Richards from Datafax.

Bonnat: Hello, Clive. How are you?

Richards: Fine thanks. And you?

Bonnat: Very well.

Richards: Bernard, the reason I'm ringing is that I intend to be in Paris on 20th September...

Bonnat: Yes,

Richards: ... and I thought it would be useful for us to meet.

Bonnat: Yes, that's fine. You said 20th of September?

Richards: That's right.

Bonnat: Just a minute. Let me check my diary ...Okay.

Richards: Does 11o'clock suit you?

Bonnat: Afraid not. Look, I'm busy in the morning, but any time in the afternoon would be fine.

Richards: I'm afraid the afternoon's no good for me. How about early on the 21st?

Bonnat: Err-fine!

Richards: So, let's say 9 o'clock on the 21st.

Bonnat: Fine! You've got our address?

Richards: Yes. So, I'll look forward to seeing you then.

Bonnat: Oh, yes, and don't forget to bring that manual you promised me.

Richards: Don't worry. I've got it in front of me now.

Bonnat: Bye.

Richards: Bye.

C

S. System Support.

Bennett: Good morning. Could you put me through to your Purchasing Department?

S. What’s it in connection with, please?

Bennett: Software development.

S1: And who would you like to speak to?

Bennett: The Department Manager. By the way, could you give me his name?

S: Graham Wareham is our Software Development Manager.

Bennett: Could you just spell that, please?

S: Yes, W-A-R-E-H-A-M.

Bennett: OK, could I speak to him, please?

S: One moment, please.

S: Software Development, Janet Parks speaking.

Bennett: Good morning. Could I speak to Graham Wareham, please?

Wareham: Wareham.

Bennett: Good morning, Mr. Wareham. My name is Alistair Bennett from Access Computers.

Wareham: Good morning, Mr. Bennett!

Bennett: Mr. Wareham, I see from our files that last year you were interested in commissioning some software from us. I was wondering what had happened to that project.

Wareham: Well, in the end we gave the system control software project to one of your competitors.

Bennett: I see. Well, the reason for my call is that I will be in London on 21st September, and wondered whether it would be useful for us to meet to discuss other projects.

Wareham: I don't see why not, though there's nothing in the pipeline at the moment. But we can certainly discuss things generally.

Bennett: Okay. Can we meet say 2 o'clock on the 21st?

Wareham: Yes, 2 o'clock on the 21st is fine

Bennett: I look forward to meeting you then.

Wareham: Bye.

Bennett: Bye.

Задание 2. Прочитайте следующие фразы. Составьте свой разговор по телефону.

- Сообщите о себе / о своей компании

Klondike Electronics. Can I help you? (обычный ответ секретаря)

John Bird speaking - Джон Бед слушает.

This is Pete Edwards – Это - Питер Эдвардс.

Попросите звонящего по телефону назвать себя

Who's calling, please? - Кто звонит?

Попросите соединить Вас с …

I'd like to speak to…, please - Я хотел бы поговорить с …, пожалуйста.

Could you put me through to… , please? - Не могли бы Вы соединить меня с …, пожалуйста?

I'd like to speak to someone about deliveries, please. - Я бы хотел поговорить по вопросу поставок, пожалуйста.

Попросите сообщить о Вашем звонке

Can you ask him to call me back? – Не могли бы Вы попросить его мне перезвонить?

Can I leave a message? - Могу я оставить сообщение?

Объяснение причины Вашего звонка

The reason I called is… Причина, по которой я позвонил, состоит в том, что…

I am (just) phoning to…- Я как раз звоню…

Назначение встречи

What about Friday? - Как насчет пятницы?

Shall we say two o'clock? - Скажем, в два часа.

Just a moment I'll get my diary - Минутку, я посмотрю в моем дневнике.

I'm sorry. I'm out all day - Мне очень жаль. Меня не будет весь день. Friday would be fine - В пятницу было бы хорошо. That suits me - Это мне подходит.

Заключительные фразы I look forward to seeing you - С нетерпением жду встречи с Вами. Thanks for calling - Благодарю за Ваш звонок. Goodbye.

Bye.