Контрольные вопросы Telephoning с овтетами (маг., 1 сем)

1. Why will many people do everything possible to avoid telephoning in English?

not ready for a phone call; you may have a hard time understanding the pronunciation if the person isn’t proficient. Many non-native English speakers can’t distinguish between the English sounds (v) and (w), so they say “wery” for “very”.

2. If someone calls and you are not ready, what should you do?

I often say I’ll call back – and I’ll ring them when I am ready.

3. When you are professional, it is not terrible if you are not prepared for telephone calls. Is it correct? Why?

It’s terrible if you’re not prepared – it sounds unprofessional and it wastes a lot of time too.

4. When you call someone who is not here at the moment what should you say?

Can I leave a message?

5. What is worth pointing out we should keep in our mind about telephoning in business?

а). Most of the language used on the telephone in the business context is fairly restricted.

b). With increased practice, confidence develops and so does efficient performance.

c). Possible to control what happens in a telephone conversation, to ask the caller to call back, to ask for repetition, to ask the other person to speak more slowly, to check and to summarize information.

6. When does a “cold call” occur?

Not to be disturbed by unsolicited sales calls.

7. What phrases help to block the unsolicited caller?

a). Who’s calling, please?

b). What is it about, please?

c). Well, M. Le Grand is not available just now.

d). So it is difficult to give you a time.

e). I don’t think I could do that – he’s very just now.

f). No, I’m sorry he won’t be free tomorrow.

g). Very good, Mr. …..er..

8. Why does oral communication in business usually present a problem?

1. Speaking is more difficult than writing.

2. a hard time understanding the pronunciation if the person isn’t proficient

3. people use their voices in different ways, which can lead listeners to misunderstand their intentions

4. Idiomatic expressions are another source of confusion.

9. Who is soft-spoken when they speak English during communication on the telephone?

Japanese

10. Who is tend to speak more loudly than Westerns during communication on the telephone?

Middle Easterners

11. Is it helpful to use a lot of idiomatic and colloquial phrases during communication on the telephone? Why not?

No, Idiomatic expressions are another source of confusion.

12. What are the best techniques in business when speaking in English to people who speak English as a second language?

To be patient and try not to interrupt, as you would hope they would be patient with you.

13. What is usual in Italy and Britain during the conversation on the telephone?

For the British and the Italians it is normal to interrupt the other speaker during the conversation.

14. What is important to know about using the telephone when communicate with Japanese, Asians, and Finnish?

A special importance is attached to listening in Japanese and Finnish cultures.

15. What should you say when you need to find out why people are calling you?

Simply ask what the problem is and let them explain.

16. What is your opportunity to do when a customer calls to tell that something is wrong?

It is your opportunity to put it right. You say «cannot help them and ask for their telephone number so that somebody can call them be.

17. What can you do when you have listened to all details of the problem from a dissatisfied customer?

to take notes and use your notes to check you have understood the problem correctly. you can suggest a solution

18. What should you do at first when you deal with a call from a dissatisfied customer?

you need greet them in a warm manner

19. Give the expression that means “I’ll connect you to…”.

I’ll put you through

20. Give the expression that means “Can you talk a bit louder?”.

Could you speak up a little?

21. Match the expression with “I’ve got that”.

You have the information.

22. When are according to a survey people much more likely to express anger in communication?

Talking to someone who sounds inattentive, unconcerned. People losing their temper on the phone

23. Why does the need for the right tone of the voice extend to every level of the organization?

As companies move towards “remote working”.

24. What is a tendency in organizations towards answering the telephone nowadays according to a survey?

70 % require their staff to answer the telephone with a formal company greeting. In 43% staff have to give their own names when they answer the telephone.