Unit 4

Lesson 1
Exercise 3
...Can I help you?
...Paul Y Associates.Can I help you?
Good morning.Paul Y Associates.Can I help you?
...in marketing,please.
...miss Chang in marketing,please.
...speak to Miss Chang in marketing,please.
I'd like to speak to Miss Chang in marketing,please.
Unit 4 Lesson 1
Exercise 7
OPERATOR:Good afternoon.Bat Computers.Can I help you?
MS RAY:Hello.I'd like to speak to Mr Chi in Sales and Marketing,please
It's about information on new products.
OPERATOR:Who's calling,please?
MS RAY:This is Ms Ray,Jeanette Ray,from Apex Design.
OPERATOR:One moment please,Mr Ray.
MS RAY:Hello?
MR CHI:Hello,Ms Ray.How can I help you?
MS RAY:Well,Mr CHi,I'd like to have some information about your new range of computer
Can you send me something?
MR CHI:No problem,Ms Ray,I'll send the information immediately.Can you give me your
address?
MS RAY:It's Dasan House.D-A-S-A-N House,Tim Road,Bangkok.
MR CHI:So that's Dasan House,Tim Road,Bangkok.Fine.
MS RAY:Thank you very much,Mr Chi.
MR CHI:My pleasure.
MS RAY:Goodbye.
MR CHI:Goodbye.
Unit 4
Lesson 1
Exercise 8
When I first moved to Britain,I thought my English was quite good
I could understand most of the things people said to me
But when I started working in an office,I had a lot of trouble
The telephone was the worst thing
I didn't know what to say when people rang
And when I tried to call,I panicked.
Unit 4
Lesson 2
Exercise 1
OPERATOR:Good Morning.Paul Y Associates.Can I help you?
MR WISLON:I'd like to speak to,I think it's a Miss Chang,in the ...er...finance
department,please...
OPERATOR:I'm sorry.we don't have a Miss Chang in finance.
MR WISLON:But I spoke to her a few weeks ago...Miss Chang!

OPERATOR:How do you spell that?

MR WISLON:C-H-A-N-G I think.
OPERATOR:OK.Hold the line,please
No,sorry,there's no Miss Chang in the finance department.
MR WISLON:Oh dear...I need to speak to her...Wait a minute...I've got a note here with
her name on it somewhere....not
OPERATOR:Good Morning.Paul Y Associates.Can I help you?
MR WISLON:Extension 3476,please.
OPERATOR:Hold the line,please.
MR WANG:Marketing.Mw Wang speaking.
MR WISLON:Can I speak to Mr Zhai,please?
MR WANG:I'm sorry,he's in a meeting.
MR WISLON:Oh,er...
MR WANG:Can I take a messag
MR WANG:No,thanks.I'll call again later.
MR WANG:OK.Thank you.
Unit 4
Lesson 2 Exercise
RECEIVER What's her nam
CALLER Her name's Halliday.H-A-L-L-I-D-ARECEIVER How do you spell the name of the company
CALLER Apex Designs.A-P-ERECEIVER What's the name of the road again,please
CALLER Bukitima Road.B-U-K-I-T-I-M-A,Road
RECEIVER How do you spell that
CALLER Fukuoka.F-U-K-U-O-KRECEIVER Sorry,which extension was that again
CALLER Extension 3985.3-9-8RECEIVER I'm sorry,extension..
CALLER 2164.2-1-6Unit 4 Lesson 2 Exercise
1.CALLER:I'd like to speak to Mr Songinthorn,please.
YOU:I'm sorry,he's in a meeting.Can I take a message?
CALLER:No,thanks,I'll call again later.
2..CALLER:Can I speak to Mr Songinthorn,please?
YOU:I'm sorry,he's on a business lunch.Can I take a message?
CALLER:Yes,please tell him Ms Kim -K-I-M-called.
3..CALLER:Is Mr Songinthorn there,please?
YOU:I'm sorry,he's in a production meeting.
Can I take a message?
CALLER:No,thanks,I'll call again later.
4.CALLER:I'd like to speak to Victor Songinthorn,please.
YOU:I'm sorry,he's on a business trip today.Can I take a message?

CALLER:Yes,please.Tell him Su-Ann Park -P-A-R-K-called.

Unit 4 Lesson 2 Exercise 5
When I first came to work at Flenc
I couldn't get used to the phones ringing all the time
My boss was terribl
If a phone rang more than three times,he used to shout
Are we trading today
Answer the phone
Of course,he was right
Answering the phone promptly and efficiently is essential to good business practice.
Unit 4 Lesson 3
Exercise 1
NAI TRAN :Good morning,hotel reception.Can I help you?
MR THANAT:Can I speak to Zung Tran,please?
NAI TRAN:I'm sorry,my father's out of the office at the moment.
MR THANAT:Ah.Can I leave a message?
NAI TRAN:Yes,of course.Just let me find a pen...OK.
MR THANAT:Yes,could you ask him to call me back,pleas
My name is Mr Thanat and my number is 345897.
NAI TRAN:Mr Thanat,345987.Can you tell me what it's about?
MR THANAT:I'm from vietnam Tours in Bangkok.We have some guests for the hotel next
month.
NAI TRAN:OK.I'll ask him to phone you as soon as he gets back.
MR THANAT:Thank you.Goodbye.
NAI TRAN:Goodbye.
.LADY:Hello.
ZUNG TRAN:Good afternoon.Zung Tran here.Can I speak to Mr Thanat,please?
LADY:I'm sorry,could you repeat that?
ZUNG TRAN:It's Zung Tran.Can I speak to Mr Thanat,please?
LADY:Who?
ZUNG TRAN:Thanat.Er...Is that 345 987?
LADY:Yes.
ZUNG TRAN:Vietnam Tours?
LADY:Tours?No,no you need to ring the tourist office.
ZUNG TRAN:I'm sorry,I've got the wrong number.
Unit 4
Lesson 3
Exercise 3
SECRETA
MARCOS:Good morning.Could I speak to James Wicks,please?
SECRETARY:One moment,please.I'm sorry.Mr Wicks is in a meeting right now.
MARCOS:I see.Is that his secretary?
SECRETARY:Yes,that's right.
MARCOS:Well,could you ask him to call me as soon as possible,please?It's urgent.

SECRETARY:Of course,no problem.

MARCOS:My name is Maria Marcos,and my number is Singapore 379767.
SECRETARY:Marcos.Sorry,what was that number again?
MARCOS:Singapore 376767.
SECRTARY:And could you tell me what it's about?
MARCOS:It's about the new schedules.
SECRETARY:About the new schedules.OK.I'll ask him to call you back as soon as the
meeting finishes.
MARCOS:Thank you very much.
SECRETARY:Goodbye.
MARCOS:Goodbye.
Unit 4
Lesson 3
Exercise 5
1.I'd like to speak to the manager,please.
2.Is that 6223134?
3.Sorry.Goodbye.
Unit 4
Lesson 3
Exercise 6
Answering the phone is a matter of common sens
You should answer promptly and be courteous and helpful and you should always be
clean
It doesn't matter how rude the caller is because the caller is always a client or a customer
and you should remember the English saying,'The customer is always right
Unit 4
Lesson 4
Exercise 1
.ZUNG TRAN:Good morning.Hotel reception.Can I help you?
MR ThANAT:Can I speak to Zung Tran,please?
ZUNG TRAN:Speaking.
MR THANAT:Aha!At last!This is Mr Thanat from vietnam Tours in Bangkok.
I've been trying to contact you.
ZUNG TRAN:Ah,yes,of course.How can I help?
MR THANAT:I need ten single rooms from June 5th to June 10th.
ZUNG TRAN:I'm sorry.This is a very bad line.Could you repeat that,please?
MR THANAT:Ten single rooms from June 5th to June 10th.
ZUNG TRAN:I'm sorry,I can't hear you.I'll hang up and call you back.OK?
MR THANAT:OK.
ZUNG TRAN:Good morning.Hotel reception.Can I help you?
CALLER:A single room?
ZUNG TRAN:I'm sorry,I can't hear you.Could you speak up,please?
CALLER:A single room?
ZUNG TRAN:I'm sorry,I don't understand.
CALLER:A single room...you have...tonight?
ZUNG TRAN:Ah,I understand now.You want a single room for tonight.
CALLER:Yes...you have?

Zung TRAN:Yes,we have a single room for tonight.What is your name?

Unit 4
Lesson 4
Exercise 3
1.I've been trying to contact you.I need ten packets of paper
That's right.Thank you.
2.I've been trying to contact you.The company needs four extra worker
Thank you very much.
3.We've been trying to contact you.We need more spare parts for the vehicle
Great,thanks.
4.We've been trying to contact you.We need two extra deliveries this week.
Two extra deliveries,yes.
5.We're been trying to contact yo
We need seven double rooms,five single rooms and two twin rooms for next week
And Two twin rooms,that's right.
Unit 4 Lesson 4 Exercise 5
1.OPERATOR Good morning,DZT Corporation.Can I help you
HANS MULLER Good morning.I'd speak Chris Lo please
OPERATOR Hold line pleas
2.OPERATOR I'm sorry.He's in meeting.Can I take a message
HANS MULLER No,thank you.I was call again late
3.OPERATOR Good afternoon.DZT Corporation.How can I help
HANS MULLER I've been trying contact Chris Lo.I need information
OPERATOR Who's calling
HANS MULLER My name is Hans Muller
OPERATOR How do you spell that please
HANS MULLER M-U-L-L-EOPERATOR One moment please
4.CHRIS LO Chris Lo speaking.How can I help
HANS MULLER This Hans Muller.I'm been trying contact you.I need some informations
of new range products
CHRIS IO I'm sorry this bad line.I can't hear.Can you speak up please
HANS MULLER I'll hang up call back O
Unit 4 Lesson 4 Exercise
Anstralians are pretty direct people,but I was surprised how direct the Japanese could be
when I spoke to them on the phone
Instead of saying,'Good morning',many Japanese people answer just saying,'Yes
I never knew what to say to that.And at the end of the conversation
I expect people to say something like,"Thanks for calling
Goodbye'.But many Japanese people hang up without saying anything
This can seem quite rude to a westerner.