ANSWERING THE TELEPHONE

Be not simply good; be good for something. Henry D. Thoreau Is there anything more difficult than to speak in a foreign language over the telephone? Even if you make yourself understood, the chances are that youll not understand the person at the other end of the line. When you know what he is saying, the difficulty is to answer him immediately before he becomes impatient and hangs up. To the person on the other end of the line, you are the company. Your personality and manner will leave him with a good or bad impression of you and your firm. Here are some practical suggestions on making and receiving telephone calls:

answer the telephone as soon as it rings; answer politely, and listen carefully to the person at the other end of the line; if the other person wants to leave a message, write it down; ask him to repeat names, addresses, telephone numbers, and other important information, to make sure that you have written them accurately; let the other person hang up first.

Exercises

1. Answer the questions according to the text. 2. Is it easy to speak on the phone in a foreign language? ___________________________________________ 3. Why does the caller become impatient? ___________________________________________
4. Who represents the Company when answering the phone?

___________________________________________ 5. What gives a good or bad impression of you and your firm? ___________________________________________
6. Name two or three of the telephone techniques.

___________________________________________

2. Substitute the words in italics.

a) You must be polite to give a good impression of the firm.

_________ _________ _________ _________ ________ ________ d) Match the columns. e) cut off f) find out g) get through h) hold on i) look up j) ring up k) pick up l) put down m) put through
n) ring back

________ ________ _________ _________ __________ __________ ( ) wait ( ) lift ( ) call again ( ) disconnect ( ) write something down ( ) obtain a number ( ) find (in a reference book) ( ) discover ( ) make a telephone call ( ) replace (a receiver) ( ) connect MAKING QUESTIONS

b) Your boss becomes impatient when you dont write his messages accurately.

c) Here is a practical suggestion: answer the phone immediately.

o) take down

When the telephone system is inefficient, sometimes the secretary has to ask the caller to repeat part of the message. Two representatives from Italy are coming next week.
Sorry, I didnt get that. When did you say they were coming?

Exercise Now, ask questions. a) The Buying Manager is sending two circulars about payments. Who ___________________________________________? How many ______________________________________? What __________________________________________? b) Our canteen manageress is ill this week. Who __________________________________________? How __________________________________________?
c) The Vice-Presidents wife is going to arrive next Friday.

When _________________________________________? Whose ________________________________________?

d) Please, send me yesterdays reports.

Which ________________________________________? e) The new factory is two miles from here. How far ______________________________________?
f) The conference will take place in the Assembly Room at 9 oclock.

Where _______________________________________? What time ____________________________________? Dialogue: HOW TO BOOK A ROOM BY TELEPHONE Cristina is ringing the Palace Hotel to book rooms for two visitors from England.
Palace Hotel, good morning! May I help you? Yes, please. This is World Export Co. Id like to book two single rooms for a Mr

Sherman and a Mr Simpson for the night of the 15th, please.

One moment. Ill check which are the rooms available for that day.

And they particularly want rooms at the back, if that is possible. OK. There are two rooms available. Could you please spell the names of the guests? Sure. SHERMAN and SIMPSON. Could you please confirm that booking two days in advance?
Dont worry. Ill do that. Thanks for calling us.

Exercise Act the dialogue using the suggestions given below.

I wonder if you have any vacancies for tonight.

 Have you a single room for two nights?

Can I book a double room from now until Friday?

Have you got a room with a double bed for one night?
May I have an outside room for them?

Is breakfast included? Dialogue: A TELEPHONE CALL FROM A CUSTOMER Mr Santos is frequently out of the office, and Cristina, his secretary, has to deal with a lot of telephone calls from customers in his absence.
Parker speaking. Can I have a word with Mr Santos, please? Im afraid Mr Santos is in a meeting now. Can I get him to call you back? Yes, please. Ill be waiting for his call.

Other suggestions for Cristinas answers, combining A and B. A is out to lunch is out of town this week is not in his office now is busy now is still ill is in the accounting department is showing some visitors round Can I take a message? Would you like to talk to another person? Can I be of any help? Could you, please, call back later? Do you want to leave a message? Please ask for extension 7. Ill call you back later because its very hard to find him. B