9. Answer the following questions:

1. Why is telephone so important in business communication?

2. What can help guide you through the call and maintain control of the conversation?

3. Why should you be close to a computer with Internet connection when having a telephone business conversation?

4. How should you state the purpose of your call?

5. What should you do if additional communication is required?

6. Why should we always end the business call on a pleasant note?

10. Read the following dialogues and say what the purpose of each call was, what actions were taken by the callers and the recipients, and what problems occurred during some of these calls. Then act out the dialogues in pairs.

Conversation 1

Michelle: Hello, you've reached the marketing department. How can I help?

Male: Yes. Can I speak to Rosalind Wilson, please?

Michelle: Who’s calling, please?

Male: It’s Richard Davies here.

Michelle: Certainly. Please hold and I’ll put you through.

Male: Thank you.

Conversation 2

Michelle: Hello, marketing department. How can I help?

Male: Could I speak to Jason Roberts, please?

Michelle: Certainly. Who shall I say is calling?

Male: My name’s Mike Andrews.

Michelle: Just a second - I’ll see if he’s in. Hello, Jason, I’ve got Mike Andrews on the phone for you ... OK - I’ll put him through. Hang on a moment, I’m just putting you through.

Conversation 3

Male: Hello, this is the press office.

Michelle: Could I speak to Rachel Allsop, please?

Male: I’m sorry, you must have the wrong number. There’s nobody of that name here.

Michelle: Oh. Can I check the number I’ve got…. is that not 5568790?

Male: No, it’s 5558790.

Michelle: Oh, sorry about that. I must have dialed the wrong number.

Male: No problem! Bye!

Conversation 4

Male: Hello, press office, can I help you?

Ruth: Hello. Paul Richards, please.

Male: I’m sorry, you’ve got the wrong number, but he does work here. I’ll try and put you through. In future his direct number is 5558770.

Ruth: Did I not dial that?

Male: No, you rang 5558790.

Ruth: Oh, sorry to have troubled you.

Male: No problem. Hang on a moment and I’ll put you through to Paul’s extension.

Ruth: Thanks.

Conversation 5

Secretary: ABC Electronics. May I help you?

Anna: Hello, may I speak to Mr. Kelly, please? This is Anna Sedova calling.

Secretary: Would you hold the line, please? I’ll see if he is in. I’m sorry, Mr. Kelly is out right now. Would you like to leave a message?

Anna: Yes, please. Tell him that Anna Sedova from New Products called about the exhibition next week.

Secretary: How do you spell your last name, please?

Anna: That’s S as in Samuel, E as in Edward, D as in David, O as in Oliver, V as in Victor, A as in Alice. Sedova. Could you ask him to call me back? My number is 555-3456 (five-five-five, three-four five-six)

Secretary: Sure. I’ll give him your message.

Anna: Thank you very much. Goodbye!

Conversation 6

Claire: Hello, finance department.

Female: Hello, can I speak to Adrian Hopwood, please?

Claire: I’m afraid he’s in a meeting at the moment. Can I help?

Female: No, I need to talk to Mr. Hopwood, I think. What time will he be out of the meeting?

Claire: In about an hour. Can you call back later?

Female: Okay, I’ll do that.

Claire: Or can I take a message?

Female: Actually, would you mind? Could you tell him that Jennifer McAndrews called and that I’m in the office all day if he could call me back.

Claire: Can I take your number, please?

Female: Yes, it’s 5556872.

Claire: 5556872. Okay, I’ll make sure he gets the message.

Female: Thanks very much for your help, bye!

Claire: Goodbye!

Conversation 7

Michelle:	Mr. Hibberd’s office!
Peter:	Hello, can I speak to Brian Hibberd, please?
Michelle:	I’m afraid he’s in a meeting until lunchtime. Can I take a message?
Peter:	Well, I’d like to arrange an appointment to see him, please. It’s Peter Jefferson here.
Michelle:	Could you hold on for a minute, Mr. Jefferson? I’ll just look in the diary. So when’s convenient for you?
Peter:	Some time next week, if possible. I gather he’s away the following week.
Michelle:	Yes, that’s right, he’s on holiday for a fortnight.
Peter:	Well, I need to see him before he goes away. So would next Wednesday be okay?
Michelle:	Wednesday… let me see. He’s out of the office all morning. But he’s free in the afternoon, after about three.
Peter:	Three o’clock is difficult. But I could make it after four.
Michelle:	So shall we say 4.15 next Wednesday, in Mr. Hibberd’s office?
Peter:	Yes, that sounds fine. Thanks very much.
Michelle:	Okay, then. Bye.

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?