1、Copyright New Dynamic Institute 2012,Talking on the phone Sissy,Telephone Skills,Introducing yourself:-This is Tom.- Ken speaking.Asking who is on the telephone- Excuse me, who is this?- Can I ask who is calling, please?Asking for Someone:- Can I have extension 321?- Could I speak to.?- Can I speak
2、to.? Informal- May I speak to.? Formal- Is Jack in? Very informal,Telephone Skills,Connecting Someone:- Ill put you through. I also suggest giving the extension as people often get lost.Putting Someone on Hold:- Can you hold the line?- Can you hold on a moment?How to reply when someone is not availa
3、ble:- Im afraid NAME is not available at the moment.- Im afraid the line is busy.- Mr. Jackson isnt in at the moment.- Mr. Jackson is out at the moment.,Taking a Message:- Can I take a message?- Can I tell him who is calling?- Would you like to leave a message?,Role Play 1,Sissy booked this Fridays
4、class, but she cannot come to NDI that day. She wants to cancel that class.You are the receptionist of NDI, and you answer Sissys phone.Lets begin.You: - Good morning, New Dynamic Institute. Sissy: . You:. Sissy:.,Role Play 2,Student A:You want to speak to Ms. Brown about your account with her compa
5、ny, W&W. If Ms. Brown isnt in the office, leave the following information:Your name - Telephone number: 347-8910(or use your own) - Calling about changing conditions of your contract with W&W - You can be reached until 5 oclock at the above number. If Ms. Brown calls after 5 oclock, she should call
6、458-2416.,Role Play 2,Student B:You are a receptionist at W&W. Student A would like to speak with Ms. Brown, but she is out of the office. Take a message and make sure you get the following information:- Name and telephone number - ask student A to spell the surname. - Message student A would like t
7、o leave for Ms. Brown. - How late Ms. Brown can call student A at the give telephone number.,Information by phone,Good afternoon, H and H Supplies.,- Hello, is this Customer Service?,- Id like to speak to the Customer Service Department.,- Could I speak to the Customer Servie Department?,Information
8、 by phone,This is Angela in Customer Service. How can I help you?,- I would like some information about ordering your products.,- Can I ask you some questions about ordering your products?,- Yes, I have some questions about ordering your products.,Information by phone,What would you like to know?,-
9、Can I order by phone?,- Do you take phone orders?,- Is it possible to order your merchandise by phone?,Information by phone,Yes, we work 24 hours a day and were open 7 days a week.,- Could you send me your catalog?,- I would like a catalog, please.,- Can you mail me a brochure?,Information by phone,
10、I dont have any of your contact information. May I take your companys name?,- Ill fax you the contact information.,- Can I email you the contact information?,- May I fax you the contact info?,Information by phone,Do you have any other questions?,- Yes, is San Diego my local branch?,- Is San Diego my
11、 local office?,- Do you have a branch in San Diego?,Information by phone,Your local branch is in Los Angeles.,- And, do you deliver 7 days a week?,- Do you deliver any day of the week?,- You deliver any day of the week?,Information by phone,May I help you with anything else?,- I dont think so, no.,-
12、 No, I dont have anything else to ask.,- Thanks, but I dont have any other questions.,On the phone,Hello, this is Catona Computers. Who would you like to speak to?,- Mr. Gordon in Accounting, please.,- Can I talk to the Accounting Department, please?,- Is Mr. Gordon there, please?,On the phone,Whats
13、 your name, please?,- Im Mr. Jang.,- My name is Beck.,- John Lopez.,On the phone,How do you spell that?,- J-A-N-G.,- B-E-C-K.,- L-O-P-E-Z.,On the phone,Where are you calling from, sir?,- From Powervex in Great Britain.,- Im calling from Quickyear in China.,- Sud hi-fi in Russia.,On the phone,What is
14、 your position?,- I work in the Export Department.,- Export Manager.,- Accountant.,On the phone,Im sorry sir, but Mr. Gordon is in a meeting now.,- Never mind.,- Oh, O.K.,- I see.,On the phone,Can I take a message for him?,- No message, thank you.,- I can call back later.,- No, I can phone later.,Bu
15、siness Calls,Id like to receive your catalog. With a price list in yen, if thats possible.,- Im afraid we dont havea price list in yen.,- All of our prices are in dollars.,- Our export prices are quoted in dolloars.,Business Calls,Thatll have to do, then.,- Can I have your company name and address?,
16、- Would you give me your company name and address?,Business Calls,Thats all right. Send me whatever youve got.,- Would you give me your company name and address?,- Can I have your company name and address?,Business Calls,The name is Boardman.,- Im sorry, can you repeat that?,- Could you spell that f
17、or me, please?,- Would you mind saying that again?,Business Calls,Boardman: B-O-A-R-D-M-A-N.,- And your address, Mr. Boardman?,- Thank you. Ive got that now, Mr. Boardman.,- Your company name and address, Mr. Boardman?,Business Calls,TOKYO Engineering System, 7, HATCHMOBORI 7 CHOME CHUOU-KU, TOKYO 1
18、04 JAPAN.,- Thank you very much, Mr. Boardman. Ill get that off to you right away.,- Ill put that in the mail for you, Mr. Boardman.,- Ill see you get that as soon as possible.,Business Calls,Later in the day, you call to make arrangements to attend next months trade show in Boston.“Convention Cente
19、r. How can I help you?“,- Could I have some information about the stands, please?,- Were having second thoughts about our stand.,- I would like to confirm my companys registration at next months show.,Business Calls,What size stand did you have in mind?,- Thirty square feet.,- We pre-booked the smal
20、lest size. But on second thought, wed like a larger one.,- Were lauching a new product, so we need a large stand.,Business Calls,Do you have any preference for the location?,- We dont want to be too close to our competitors.,- As centrally located as possible.,- I dont want to be put in the middle o
21、f nowhere again!,Business Calls,I can offer you a stand near the center, but it may be too small. Or I can give you a much larger stand near the entrance and exit.,- I think the latter would be the best solution.,- Anything would be better than last year. Ill take the one by the entrance.,- The smal
22、ler oneshould be all right. But please call me if a larger one becomes available.,Business Calls,Well, everything seems to be in order. You can pick up your name tags and welcome kit at the reception desk when you arrive.,- Our company will be sending two more people.,- I hope our ad is in the trade
23、 show brochure.,- Ill see that Mrs. Beckett sends a check out today.,Business Calls,Just one last minor detail, when were you hoping to set up the stand?,- We had hoped to do it the night before the show.,- We havent got that much furniture. Putting the cell phones out on display is time-consuming, though.,- Itll take some time, so well need the whole day before.,Business Calls,Well, I look forward to seeing you and your colleagues in two weeks.,- Yes, keep your fingers crossed for the product launch!,- Its an important date on the industry calendar.,- Thanks for the help. See you in Boston.,
