Telephone talk No, I don’t know his telephone number. But it was up in the high numbers.

John Maynard Keynes, British economist

Numbers 1 How do you say the following in English?

25 % 632,233 $2,000,000 4.3 m 6.25 5.6234 3,022 6,576,358 2 + 2 = 4 8 – 2 = 6 5 x 3 = 15 12 / 3 = 4

2. Write down eight different figures or calculations. Dictate them to your partner.

2. You are going to read an article about using the telephone in business. Before you read, guess the answers to the following questions. Then read the article to see if you are correct.

a In a survey, companies failed to answer ___ of calls within ten rings.

1 10 % 2 20 % 3 50 %

b _______ of all sales enquiries begin on the telephone.

1 50 % 2 70 % 3 90 %

c A telephonist could answer _____ calls in a year.

1 30,000 2 300,000 3 3,000,000

Ringing in the millions

Companies lose millions of dollars of business though bad telephone handing. A survey found that company switchboards failed to answer one out of five calls within ten rings, or reply to 10 % of calls within 20 rings. Ninety percent of all sales enquiries begin on the telephone, so this is the opportunity to project a healthy company image – one of friendliness, efficiency and professionalism. Staff should be aware that bad telephone behaviour can result in millions of dollars in lost revenue. In the insurance business, for example, failure to answer promptly could see a policy of a quarter of a million dollars go straight to the competition!

A single telephone receptionist can answer as many as 300,000 calls a year. Companies should train personnel in the skills of transferring a call, placing calls on hold, dealing with angry callers, answering correspondence by phone, using a caller’s name, and taking messages correctly. Callers should not hear expressions like “she’s just gone out” or “he’s not with us anymore”. Surveys show that customers want a prompt response by a real person (not a machine) who can make a decision.

For a great many of a firm’s customers, the first – and often the only – impression they carry in their minds is the one generated by the people they talk to on the phone. The quality of a firm’s response to a call is one of the chief factors in creating a perception of good or bad service. And remember, more business is lost through poor service than by poor product performance.

Discussion 4 Discuss the following questions with a partner.

a Does your company have any policies on phone use? Does it provide training?

b What functions does your phone have? Do you know how to use them all?

c Do you prefer to use a mobile or a landline?

5. “More business is lost through bad service than by poor product performance.” Do you agree?

Telephone skills 6 Match the six telephone skills listed in the text Ringing in the millions to the following examples of telephone language.

a A Can I have extension 305, please?

B I’m afraid the line is engaged. Will you hold?

placing calls on hold___________________________________

b A Could I just check that? You need 50 units by Friday, and Mr. Johansson can contact you on 943 694726.

B Yes, that’s correct.

A Right, Mr. Smith. I’ll give him the message as soon as he’s free.

_________________________________________________

c A … and it really isn’t good enough.

B Yes, Mr. Wright. I understand what you’re saying and I do apologize for the error. As soon as Mr. Downs is back I’ll ask him to get in contact with you. I’m really sorry about this.

A Right, thank you. I realize it’s not your fault.

_________________________________________________

d A Could I have the Sales department, please?

B One moment, please. Just putting you through now.

_________________________________________________

e A Shonagh Clark speaking.

B Hello, I’m phoning you about your letter of 12^th June.

_________________________________________________

f A This is Jordan Bode here. Could I speak to Jean Simmons, please?

B Oh, I’m sorry, Mr. Bode, but Ms Simmons isn’t in the office right now. Can I ask her to call you back? Or I can contact her on her mobile, if it’s urgent.

________________________________________________

Could you tell me … ?

1. Work with a partner.

Speaker A.

You are traveling on business in the UK. When you finish there you are going straight to the USA for a special sales conference. You expected to receive information about this trip from your office, but the datalink in your hotel doesn’t work, and you don’t have access to your e-mail account. Ring your office to get the necessary information.

Speaker B.

You were just about to send this e-mail to a colleague, when they ring you. Answer their questions.

To:

From:

Subject: Annual sales meeting

You’re on flight BA 44362 at 1955 on the 21^st December from London Heathrow terminal 2. You’ll be met by a taxi which will take you to the factory to meet Mr. Fuentes. It’s about 40 kilometers from the airport. You’ve got one hour with Mr. Fuentes. Then you leave to get to the hotel for the meeting. You’ll need to go across country. Avis have either a Range Rover 3.6 or Jeep Grand Cherokee, whichever you prefer. An armed guide will accompany you. Don’t forget that you’ll need to carry your passport and international license all the times.

The hotel is The Lodge. It’s in the middle of the forest, twenty miles from the nearest town, and has 5 stars. All the rooms (including the meeting room) have been booked for the whole week.

All the best,

Telephone phrases

Match the following to make telephone expressions.

		put	a message?
		repeat	that?
Could you …		read	that back to me?
		give	me through to (Accounts)?
		take	me your name?

		leave	to Mr. Wilson?
		speak	over that again?
Could I …		have	extension 103, please?
		check	that?
		go	a message?

		to	your advertisement.
		about	an appointment.
Could you …		to	some information.
		for	confirm our meeting
		about	see, if you could attend a meeting on the 20th.

Sales contacts

1. The sales team at ADH Graphics uses the form below to record the details of all phone calls with potential clients.

Phone Contact Form Purpose of call:

ADH Graphics Wants estimate for printing a (d) ______

Date: 14^th May of (e) _____ pages. Copies: (f) ________

Call initiated by: Client Estimates also for (g) ________ and

Call handler: B. White (h)____ copies. Size: (i) _________ in

Client: Bellstone & Smith black &white. Cover in colour. Will supply

Address: (a)____, Clapham Rd, London SW14 Material on disk or CD.

Contact: Mr. Clarkson Comments:

Position: (b) Head of _________________ They are updating all their manuals, so could

give us more work if the price is right.

Tel.: (c) __________________________ Action required: Visit client with (j)___

E-mail: clarkson.bellstone@lineone.com By whom: B. White

Nature of business: Elevator manufacturer Date and time: (k)____ May at 10 am

Roleplay 2 Work with a partner and practice telephoning for information and taking notes.

Speaker A

Situation 1

You work as the Publications Officer in the marketing department of Miki-chan Fashion Accessories. You are currently producing your new company brochure. This is 32-page, full colour brochure on high quality paper. You need 30,000 copies. Phone ADH Graphics for an estimate. The only problem is that the brochure needs to be ready in ten days. Can they do it?

Situation 2

You work for ADH Graphics. A potential client phones you. Listen to what the customer wants and complete the phone contact form below with the necessary information.

Speaker B

Situation 1

You work for ADH Graphics. A potential client phones you. Listen to what the customer wants and complete the phone contact form below with the necessary information

Situation 2

You work as the Marketing manager in the marketing department of a clothes manufacturer, Lewis & Co. You are looking for someone to print some labels for your new range of jeans. The labels have to be printed on quality card in two colours. They also have to be cut to the shape of the company logo. You want 10,000 labels. Phone ADH Graphics for an estimate.

Phone Contact Form Purpose of call:

ADH Graphics

Date:

Call initiated by:

Call handler:

Client:

Address:

Contact: Comments:

Position:

Tel.: Action required:

E-mail: By whom:

Nature of business: Date and time: