Telephone Numbers Who?

Answering the phone

• Good morning/ afternoon/ evening, Jackson Enterprises, Sally Jones speaking.

• This is … speaking

• How can I help you?

• Could you speak up, please?

• Who's speaking, please?

• Am I speaking to …?

• Could you spell that please?

• Who would you like to talk to sir/ madam?

• One moment please, I'll see if Mr Jones is available.

Asking for someone

• I'd like to speak to …

• Could I speak to someone who …

• Could you put me through to Mr Jones, please?

Problems

• I'm sorry, I don't understand.

• I cannot hear you very well.

• You must have dialled the wrong number.

• I've tried to get through several times, but it's always engaged.

Putting someone through

• I'll put you through to …

• I'll connect you to…

• I'll put … on the line

• I'm sorry, there's no reply from Mr Jones

Putting someone on hold

• Just a moment, please.

• Hold on, please.

• Hold the line, please.

Asking someone to call back

• Thank you for waiting. I'm afraid Mr Jones is not in at the moment

• I'm sorry, Mr Jones is in a meeting

• Can/ Could you call back later in the day?

Taking a message

• Can I take a message?

• Would you like to leave a message?

• Can I give him/her a message?

• I'll tell Mr Jones that you called

• I'll make sure Mr Jones rings you as soon as possible.

• At what number can you be reached?

Telephoning

Telephoning in a language which is not your own is not easy. You should be aware that the

person you are speaking to may have difficulties too. Therefore keep the following points in

mind:

• Speak clearly. Use clear articulation and try to avoid difficult words and long sentences if it is not

necessary to use them.

• Do not speak too fast. Keep in mind that many people tend to speak to fast when they are nervous.

Hardly anyone ever speaks too slowly.

• Confirm what you have understood. This is especially important if the other person gives addresses or

dates.

• Be polite. Start and end the conversation politely. Try to avoid being too direct. In English this is often

done by using would. Compare: I want some more information - I would like to have some more

information.

• Be efficient. Make sure that you have prepared the call and know what you want to say and how you

want to say it in advance.

• Know the telephone alphabet. This is particularly important if you have to spell names and addresses.

You should also know the names of symbols which are used in names and addresses, such as the

hyphen and the tilde.

• Know frequently used expressions.

• Listen carefully, so that you do not need to ask the other person to repeat information.

Telephone Numbers Who?

• My mobile number is 12345.

• What's Mr Smith’s extension?

• He can call me on my mobile

phone.

• My number is 12345.

• You can reach me on 12345.

• Does he have your number?

• What's your number, please?

• Sorry, I've got the wrong number.

• Who's calling please?

• Sorry, I didn’t catch your name.

• I’d like to speak to Mr Smith.

• Hello, this is Mr Smith from B121.

• Are you Mr Smith?

• Speaking.

• Would you like to speak to someone

else?

• Mr Smith asked me to call him.

• May I speak to his colleague, please?

TELEPHONE CONVERSATIONS.

1. A: Good morning. Can I help you?

B: Yes, I'd like to speak to Mary Ho.

A: I'm afraid she's on sick leave today.

B: Oh dear. It's very urgent.

A: Well, I can take a message. She should be back tomorrow.

A: Alright. Please tell her that the flight time has been changed to 22.30. The

flight number is the same, BX 28 but the flight is leaving half an hour

earlier.

B: Flight time changed - 22.30 - flight number BX 28 - unchanged. I see, yes

I've got that. Who shall I say called?

A: Ceci Chan from BX. My telephone number is 27474001.

B: Thank you.

A: Thank you. Goodbye.

2. A: Hello. Can I help you?

B: Hello. Yes, can I speak to Bob, please?

A: Bob? Can you give me his full name?

B: Bob Brown. He works in accounts - I think.

A: Let me see - Bob Brown - yes. I'll put you through. (pause) I'm sorry.

There's no answer. Can I take a message?

B: Mmm - yes - OK - tell him that I'm not going to the exhibition after all. I'll

see him at the meeting on Wednesday at 10.30.

A: Could I have your name, please?

B: Oh - yes – Alexandra Ivanova.

A: How do you spell that?

B: A-L-E-X-A-N-D-R, I-V-A-N-O-V.

A: Thank you. I'll read the message back to you. Alexandra Ivanova will see you at

10.30 at the meeting on Wednesday. She is not going to the exhibition.

B: Fine, thanks. Oh and could you ask him to call me on 28531770?

A: 28531770. Yes, certainly.

A: Thank you.

B: Thank you.

3. A: Good morning. Bakhetle Imports.

B: I'd like to speak to the sales department manager.

A: One moment. (pause) I'm afraid the line's busy. Can you hold? Or do you

want to call back?

B: No, I'm leaving for China in ten minutes. Can you take a message?

A: Yes, of course. One moment.

B: Please tell Mr. Mikhailov that Valerii Kim phoned and that I'll call again on

Thursday. It's about the invoice for the frozen lobsters.

A: Valerii Kim phoned - invoice for frozen lobsters. Do you have a contact

number?

B: No, don't worry - I'll call again on Thursday. Thanks.

A: Thank you. Goodbye.

Read two conversations and answer the questions below.

Conversation 1

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

Male: Yes can I speak to Rosallia Khusina, please?

Michelle: Who’s calling please?

Male: It is Vasilii Petrov here.

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

Male: Thank you.

Conversation 2

Michelle: Hello, marketing. 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. OK I’m just putting you through.

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