11. Put the following sentences in the correct order to make up a business telephone conversation and write a short summary of the conversation. You may start like this:

‘Ms Roberts, the sales representative of PFG Company is calling ABC Company to speak with Mr. Franks. But… ’

A Henry Smith (Secretary of ABC Company)

B Ms Roberts (Sales representative of PFG Company):

1 A I'm afraid Mr. Franks is out of the office at the moment. Would you like me to take a message?

2 A Well, we still haven't received the shipment of lawn trimmers that was supposed to arrive last Tuesday.

3 B Yes, I'm terribly sorry about that. In the meantime, I've spoken with our delivery department and they assured me that the lawn trimmers will be delivered by tomorrow morning.

4 B No, I think that's everything. Thank you for your help... Goodbye.

5 A I'm afraid he's meeting with some clients out of town. How about Thursday morning?

6 B Yes, 10 would be great.

7 B Uhm... actually, this call is rather urgent. We spoke yesterday about a delivery problem that Mr. Franks mentioned. Did he leave any information with you?

8 A Goodbye.

9 B Great, should I come by at 9?

10 A I see. Mr. Franks also wanted to schedule a meeting with you later this week.

11 A No, it looks like he's free then.

12 B Great, I'd love to see this problem resolved as quickly as possible.

13 B Unfortunately, I'm seeing someone else on Thursday morning. Is he doing anything on Friday morning?

14 A Excellent, I'm sure Mr. Franks will be pleased to hear that.

15 A OK, I'll schedule that. Ms Roberts at 10, Friday Morning... Is there anything else I can help you with?

16 B Yes, the shipment was delayed from France. We weren't able to send along your shipment until this morning.

17 A Hello, PFG Company, this is Peter speaking. How may I be of help to you today?

18 B Certainly, what is he doing on Thursday afternoon?

19 A As a matter of fact, he did. He said that a representative from your company might be calling. He also asked me to ask you a few questions.

20 B Yes, this is Ms Janice Roberts calling. May I speak to Mr. Franks, please?

21 A Well, he usually holds a staff meeting at nine. It only lasts a half an hour or so. How about 10?

12. Use the following plans to make complete telephone conversations.

Conversation 1

Caller Receptionist

1. ‘Good morning, ABC Company’

2. Introduce yourself.

3. Ask to speak to Mr …

4. Say that Mr… is not in.

5. Ask when you can contact him.

6. Explain that he is away and offer to take a message.

7. You want Mr… to call you.

Repeat your name and give your number.

8. Confirm the information.

9. End the call.

10. End the call.

Conversation 2.

Caller Receptionist

1. ‘Good morning, Inter S.A.’

2. Greeting.

3. Introduce yourself.

4. Check name.

5. Confirm/correct.

6. Offer to help.

7. Ask for an appointment

with Mr…

8. Ask what it’s about.

9. Explain the purpose of the appointment.

10. Acknowledge – ask when would be a good time.

11. Suggest the time.

12. Reject – Mr…is away.

13. Suggest beginning of next month.

14. Agree and suggest a day of the week.

15. Reject – This day Mr… is

busy. Suggest another day.

16. Agree. Suggest an hour.

17. Agree and ask for a fax to confirm.

18. Agree to fax and signal end of call.

19. End the call/thanks/etc.

20. End the call.

Conversation 3

Customer Supplier

1. Answer the phone.

2. Introduce yourself

and say there’s a problem.

3. Respond – ask what problem occurred.

4. Explain the problem.

. 5. Apologize, explain the reasons why the problem occurred, and suggest a solution.

6. Agree to the suggested solution.

7. Apologize again and end the call.

8. End the call.

Useful telephone vocabulary and phrases:

Introducing yourself:

Good morning, ABC Company.

Hello. This is…from…

This is John Brown speaking.

Hello, my name’s… . I’m calling from…

Asking who is on the telephone

Excuse me, who is this?

Can I ask who is calling, please?

Requesting someone:

I’d like to speak to…, please.

Could I speak to…, please?

Could I have the…Department, please?

Is… there, please?

Can I have extension 321? (extensions are internal numbers at a company)

Giving the reason for a call

I’m phoning for some information on …

I’d like some more detailed material …

I’d like to meet someone from CNT …

I’d like to make an appointment with…

I’d like to discuss…

I’m calling to complain about…

Connecting someone:

I'll put you through (put through - phrasal verb meaning 'connect').

Can you hold the line? Can you hold on a moment?

Saying someone is not available

I’m sorry (I’m afraid) he/she’s not available…

Sorry, he/she’s away/not in/in a meeting/in Milan.

The line is busy... (when the extension requested is being used)

Leaving and taking messages

Could you give him/her a message?

Can I leave him/her a message?

Please tell him/her…

Please ask him/her to call me back…

Can I take a message?

Would you like to leave a message?

If you give me your number I’ll ask him/her to call you later.

Offering your help in other ways

Can anyone else help you?

Can I help you perhaps?

Would you like to speak to his assistant?

Shall I ask him to call you back?

Asking for repetition

Sorry, I didn’t catch (your name/your number/your company name/etc.)

Sorry, could you repeat your (name, number, etc.)

Sorry, I didn’t hear (understand) that.

Could you spell (that/your name), please?

Acknowledging repetition

Okay, I’ve got that now.

I see, thank you.

Making arrangements

Could we meet some time next month?

When would be a good time?

Would Thursday at 5 o’clock suit you?

What about July 21st?

That would be fine.

No, sorry, I can’t make it then.

Sorry, I’m too busy next week.

Changing arrangements

We’ve an appointment for next month, but…

I’m afraid I can’t come on that day.

Could we fix an alternative?

Explaining the problem

There seems to be…

We haven’t received…

The… doesn’t’ work.

The quality of the work is below standard.

The specifications are not in accordance with our order.

Threatening

If the problem is not resolved…

we’ll have to renegotiate the contract.

we’ll contact other suppliers.

the consequences could be very serious.

Handling complaints and other problems

Asking for details

Could you tell me exactly what…?

Could you tell me…?

What’s the…?

Apologizing

I’m sorry to hear that.

I’m very sorry about the problem/delay/mistake…

Denying an accusation

No, I don’t think that can be right.

I’m sorry but I think you’re mistaken.

I’m afraid that can’t be true.

Confirming information

So…

Can I check that? You said…

Can you/Can I confirm that by fax?

Ending a call.

Right. I think that’s all.

Thanks very much for your help.

Do call if you need anything else.

I look forward to… seeing you/your call/your letter/

your fax/our meeting.

Goodbye and thanks.