ONE Une mace Telephoning in English Air ns Eee Pear Nica) 1-How can | help you? RE CNT stm Pee ane ‘Anne Whitworth: No, he’s at a conference this week. Can | help? Dee CCR Con ce a eee) SNCS ED tar ane a ene about a possible joint project. Anne Whitworth: Can | give him a message? Pee ca oo a a number is 07700 900004. I'm leaving for Belgium again on Friday evening, so it would be good if he could call before then. Could you ask him to call me? ‘Anne Whitworth: Yes, OK. Could you give me your name again? David Bartlett: Sure, it's David Bartlett — B-A-R-T-L-E-T-T. ae UNE en a ed Pe a AC Rae Ee a ring you when he gets back tomorrow evening. Bye. PE ae oSONT Ue Meso Telephoning in English SU ns le) ey) CC Ta Task 12 1 Hello, I'm ringing from Beckford Services. You promised our order would be with us by last Friday, and it still hasn't arrived Yes, it's order number 78651. We told you how urgent the order was when we placed it. Can you tell me what the problem is? Yes, please do. eae ee ee ee ee Un invoice you've sent us. You've charged us far too much. Yes, it's 340162, dated the 16th of November, and you've charged us €2,450! Ae neste hCh Ska cn See eee ene SeatCAMBRIDGE Professional English Telephoning in English ptr ns) Eee Pear Task 11 1 How soon would you like delivery?- As soon as possible. 2 Would you mind spelling it for me, please? - T-R-I-F-O-N-I-D-O-U. Een an ace ered ce 4 When did the Shakespeare Festival begin? - On the fifteenth of July. euler coole ee Re eM oh de el Cate Renae Ce a eed 7 When are they due to arrive? - The estimated time of arrival is 17.20. Can es ks eee eet DT ac Cae eR eee ee te Ce itia ee Ue ennee eet td af | iy 5 ea ee Ce te emt cn acme [a ep oning owner of the apartment is normally very reliable and we've never . 4 Peso ee shal jesavedbsay Martha Clayton: Well, that may be true, but it doesn't help us right now. We're Ree Oa a eee ae) 7 Perec eae sees TCC) Ve kei anak coca ach for you to get in a taxi now at our expense and come to the office ee eee eters eae eee a somewhere nice for you to stay tonight, again at our expense. | eres Te en eee ese epee ene Cece sa WAC ra eee Mae ements Deere em Cia ace es B. Jean Naterop LO taoee eee td Telepho a g Martha Clayton: We waited outside the building for some time — with all our eee Aen eed : , ee in jcharedbisay er ae nae Martha Clayton: Anyway, your colleague called me again and said she'd tracked 7 down the owner, and he was on his way with the key to let usin. AUST eee ae eee phi Prererecs ph Pare Martha Clayton: Well, he did apologise for keeping us waiting for so long, and he let us into the apartment. He started showing us around and Pe ara een eee as cleaned since the last occupants left. ear amee Pee eee eee ee eee eo for us. Considering we've already paid to stay in it for two weeks, this really isn't acceptable. You're going to have to find somewhere else for us to stay tonight, and we want to go there Ee Ee eet Lena cra Pe nee ee) ) LOTCAMBRIDGE Professional English Telephoning in English Siti nl) ey) LOT Puke co Neate PRES a ees PRR Saco Dea tec Well, too many things have gone wrong so far, and I'm calling Pere he Rem RUC ce Red Pe mus none een eae Right. You'd better start from the beginning. rae ee ee eee Re Ree Re ee eR we landed at the airport, he would meet us at the apartment. Dee a oc ee Ren ann RR eng our bags, and got no answer, so | had to leave a message saying we'd arrived. | tried again after we'd got the bags, about Ee cee EC eee) oe Rie tech at tc) eee RR ee eee scr) Pt eee ane meee CR eaeCAMBRIDGE Professional English Telephoning in English Air ns le) ey) CO Toa Pr UMN aes Dug eas AEs eas NE Cea a Tee ee ey Ro keene Cee AR eek ea LY very reliable. See Rs Re ean) Sage Ue ec ae) Perea RR tate Mee ae ete can't afford to be let down again. I can only apologise for yesterday's failure. | really don’t know Ra eae ee eee ee PaaS ete Well, don't ring me, ring my colleague who books the transport. Se eel Mee Elk oe Rat Yes, | just wanted to register my complaint direct to you. As || said, I'm very sorry, but I'll deal with it personally and ring FEU eee ee a Ra ae on Roca Neca a ee ata OK. Bye.CAMBRIDGE Professional English UNITS: HANDLING COMPLAINTS a Neg 7861/P - OK, I'm just looking at the records. It says you were Telephoning booked for a six-seater mini-cab to collect you from Abbey CRC anos in English Anne Williams: That's right, that's what | wanted. But it didn't come. | rang your Po eS ee eee ere Cato rey Neer Wer Rte ce aca PCR WE rs Aide esl eee RR ee eR Re RO elt | wait where we were. She also said she'd ring me back on my mobile, but she didn't, and | still haven't heard anything from her, Po elu ue ACCES MOL Lae F Trg Unt eee ce Anne Williams: No, it’s not, and that's why I'm ringing you myself now, even Te cn ate mer Cane ee Se eae TY taxi drove past, we gave up on your mini-cab and went to our meeting by taxi. It meant we got to the client's office nearly an hour late, and we weren't feeling all that calm either by then, It may not sound much to you, but these are our most Tce ee ete ee B. Jean Naterop LOTONT Te Mesa Telephoning in English Ait e le) ey) CCT iad Peer Oe! Peer aC Ver ERC us Deed PNT Central Mini-cabs. Can | help you? See eR Rr ee ene secu Mees Ce Rung Vm Well, my office ordered a mini-cab for yesterday, as | needed to travel across the city with three colleagues, and we had lots of Temenos I Mita ued My office made the booking on Monday, but | actually wanted Cee ae Ree Mee ane a ee Re pA he eee ce Es sad time and meant we were late for a very important meeting with eres You'll have to give me your name and the booking reference eer cee oe Pee Ue Cena eee cao Eo I've got the booking number somewhere here, | think... Yes, here area LgCAMBRIDGE Professional English Telephoning in English Siti Le) Eee Cry Pea Counce Simon Cooper: Cone RCed Rect ca Ce esied Seer ae fe TE Rest enue Yes, Ms Seitz, | promise you you'll have it by the end of this week. Well, | really hope so. See RUD CS aul ld a eo] hope you'll continue to use Bell-Watson Computers. Well, thank you for your help, and | sincerely hope | don't have to. Rte ean lets ToaCAMBRIDGE Professional English Telephoning in English AU ns leu) ey) COT Coun eces Simon Cooper: OE elie React Cee Rid Sener e Cee Red Saker Bettina Seitz: Skee That's right - so | thought I'd get it back by about May 22nd. And it's now the June 4th and | still don’t have it back, Te oe a eae nee D Pee aac ee eT ea a We received the monitor at the repair centre on May 16th, but it still hasn't been fixed, I'm afraid. Tene samc) I'm afraid the repair centre is running behind schedule, so it's a Ce auc Well, what are you going to do about it? | was told quite definitely that I'd have my repaired monitor back within a week. This simply eee acts Te ees onc a ce Pee ae to It should be done very soon. I'll tell the repair centre to make it top priority and we'll do our best to get it delivered to you by the end merCAMBRIDGE Professional English Simon Cooper: Cone Telephoning in English UTM co) Saker ea Cue RCs B. Jean Naterop CO tao Saker Cue RCes Saker ag ene ME eR aceon ROR ed Yes, it was OK for the first five months after I'd bought it, but then it started flickering intermittently, with purple stripes on the screen, so | couldn't work on it properly. ee ea ce cues Well, it was very annoying. | can't work without it, obviously, and | was told I'd have it back within a week. I've had to rent a monitor from a local company, so I'm paying out money all the time in order to be able to work. I'm just having a look at the records here. The only reason for buying my computer from Bell-Watson eee et ee ee he eee Te) that your after-sales care was super-efficient - in fact the ad gave me the impression nothing would go wrong anyway - how wrong ree CORE Cuca a ec ecco cc Se une tan moee RL eet ed . ached Telephoning Simon Cooper: _Bell-Watson Computers, good morning, Can | help you? Bettina Seitz: Yes, | hope so. 'm calling because I've had various problems in English eee tne ene eee ago and I'm not satisfied with the service I've been getting. Simon Cooper: _ I'm sorry to hear that. Can you give me your name, please? Third Edition Ce ee aR aes Simon Cooper: Did you say Seitz? ey) CEE Be aCe ed ee a Pn Simon Cooper: Could | have your customer number, please, Ms Seitz? Ce a SLT EES Simon Cooper: _ Right, 'm just checking. So what's the problem? Ce a ee ee ee] Rees ae a ann) en eee Re eee) CEE eee ECs nicy the courier collected it. Can you tell me what's going on?CAMBRIDGE Professional English Telephoning in English Ati lu) ee Ey) LOT Denes ere tit Teun ae ton Rob Godwin: DanC Eos Rob Godwin: DEH treet Danes Rob Godwin: Ee a ee SN ad Ce eae STA eee hea oy eo Meee aU RE DE ee come Ree ee nee Re eae eae eee aan aes SC Men aad Pen ee Raa ene ETA Ea re large brown suitcase and a smaller green overnight bag - and | oe Rens US Sn ene ed De ta ee ee ed Yes, my mobile is 363 2005738 and you need to dial the code ae Wae Right, I've got that. I'll ring you as soon as we've tracked down Nea oe ees OvCAMBRIDGE Professional English UNITS: HANDLING COMPLAINTS 2 Soe ite Timi in English AU es leu) coe neg NRCP oe ey) Rob Godwin: LO Tao Nerd Rob Godwin: Flyfast Airlines. Good morning. Can | help you? Hello. My name's Marina Donato. I'm calling because my Pee ene ea ey yesterday — and | really need my things. Seer Mec RS Ce CCRT React with missing luggage. Could you hold on a moment, please? i Ce el Mone CeCe es eae ea understand your luggage has gone missing - is that right? See ee enc AR he Coc oa RAR ot Ree eau nore eae) Fe RC e eeu ue Cann Ts Cece a ee ace ee Rec eee on ee Rene eu ee cue tS lad Ue Ma ae es ene Rdg NEE une eee ae PenCAMBRIDGE Professional English UNITS: HANDLING COMPLAINTS Breen 5 if OPCS er na as ed shel I ohered Ky eee aaa ean NP Re sek eR Telephoning Claude Bernard: Of course. It's invoice number BJZ 98452 and it's dated the 3rd Rims ey eae) AEM oe ROLE ieee oR EL) of October, so it should have gone through in the normal way. r ir Eee cr fee ae Oe ea CSRs See eR eee the full amount by banker's draft. fer a Re ae a RU eS Cee cris ‘Amy Denver: Oh no.... I've seen something here. Perhaps it does make sense. Fee eee an aed eee a ee a the computer, but the person responsible didn't quite finish the ne eaCTEM EOL td 4 ac ama) StS (So) steyni le ana Ce aC en See see in English peal ieee Data 5 Services. Good morning. Can | help you? eee ae en aC LSet) STE OES ee eee et Cue eee fee tie B. Jean ETC) Fea tees hn Usa ine iale from BJZ Computers. Cn iu i : : y fore Te ee eee RR Pea ae Amy Denver: Oh, really? We always process invoices for payment the same Ree acu ee Re ec ad we've heard nothing, so | thought I'd better call you Oa eo a oN a eR UR Tee RedCAMBRIDGE Professional English Telephoning in English Aires lu) B, Jean Naterop Per oars Good morning. Angela Rusita in Customer Services speaking. How can | help et a i en ken ee Re a ed Oe eed ee ea | see. I'm very sorry about that. There's obviously been a mix-up. I'l have it Cee a EI eee annyCAMBRIDGE Professional English Telephoning in English Sits le) B. Jean Naterop LO too an De cer nce eens ae ee eae ee 3 Thirty-six divided by nine is four. 4 Seventeen thousand five hundred and six eee eee ee 6 Three hundred and ninety-one minus sixty-two plus a hundred and forty-eight equals four hundred and seventy-seven. 7 Eleven sixteenths take away five eighths equals one sixteenth. Ce ede ere a eee a De ee en ea eee ce 10 Two thousand six hundred and forty divided by eight is three hundred and riCAMBRIDGE Professional English Telephoning in English Bit nsl) B. Jean Naterop LCT Ce Oe aCe ea Reta Ce Oa eae Cea eRe A afraid you've experienced some very bad luck, and | shall make a full investigation into what went wrong. Thank you very much for giving me so et ee Oe eee cae es eas ara Rea Cee he See ee a Dee eee ed eee Ee a you received here. fo eae Ce ie aS ee eR SR Naa ma aug apologise on behalf of the hotel. CN secretCAMBRIDGE Professional English Telephoning in English AU ns leu) Ceca Pear Clare Webber: _ It was a working evening, so we'd deliberately asked for the meal to be served at 7.30 so we could continue with our discussions afterwards. Me eee ee eee coe hd eee a RC RO ne Pee ea OR ee nek ee ie Race ete ee ene an until 8.15, even though | and various other colleagues kept asking the waiters Ra eR ee ee eee Fae ae eee EL RSC ac Ra td time just waiting. The most annoying thing was that nobody seemed to be in charge - we should have been warned there was a problem. CC Cae ae Ra ead by the kitchen manager, but this is the first I've heard of the problem. | can only Bo en eke eS ee CR ee Cue Co has arrived very punctually. It's a lot of money and we had expected a much Deen eae sarc)ONT Une MeO Ae Telephoning in English pit ns le) ey) EO Toa ee ee cur Rea ad left in her room, even though she'd been led to believe there was a non-smoking policy in the bedrooms, and the cups and saucers were dirty, and had just been left by the previous Cee oe Cee aan eto ee eee Dee eee eee eeu ee] Pee eat ee ker een ca Ce ee ere Oe are ee aL EC eRe ces tdCAMBRIDGE Professional English UNIT 7; WHAT'S THE PROBLEM? aciag Telephoning Receptionist: Regal Hotel, good afternoon. Can | help you? Oe ee eek om ea eae in jcsatedbyay We held a two-day conference at your hotel last week, and there See eee ae eee ee See ec eee oe an AU esl) Pes ae Ret aS ane ceed rN eee Reh ae oe ec B. Jean Naterop oe eine I'm just putting you through, Ms Webber. taal) oS od See Cee ee anes a ce Ge Use or co eae ac Case Oe Ce aes RU Eten ene eae Cer aye eC ee Rea ern ee ee eee eet eee a ne ce Se tC eee Ra ees standard we'd expected from the Regal Hotel.ee CT GR ed tg Cea a Ue naa Telephon i sabe Dee eee ecw eee) i ‘ ee in En is) Ce ee Ree ee eet eed ts Peet ey eek enna ate ace ear UT Kathy Martinez: | can't apologise enough for the mix-up. | tell you what, I'll send See Secure ey) offer you a 5% reduction on the exhibition fee. nr Cen eC eet ee ncn Kathy Martinez: Ok Ben. Bye for now - and my apologies again. Ben Rushton: That's OK now. Bye, Kathy.CAMBRIDGE Professional English Telephoning in English Stir ns le) Eee Cry Pear Coan Centra Sean Cen Cent Dee eee ee Re en be able to get everything rearranged so you can have the central unit | thought you'd been allocated. I'm afraid | asked a Coe te ee ec kee em sounds as if she's made a serious mistake here. | should have Cee ee te eee ae Pee eon eee Rene es ae like to know what's happening as soon as possible as we've got a lot to do on the stands to get everything ready. Yes, | appreciate that, Ben. Hold on. I'm just looking at the plans Dee ae Ry aes toe eae got the letters HN by it. Can you see it from where you're Peed CO ee En RO ee ec eC cl egee GR eg A Telephoning Kathy Martinez: Good afternoon, Exhibition Organisers. Kathy Martinez speaking. CoO CD ae Ceo Tal Jcsatedbyay Pe a a ROL here Rac meer key cd Cee Ree a Ca ele exhibition hall right now, and the space we've been allocated UT Pec ah eck une Pea Cae a Da ee ee ed CU tye) Ben Rushton: Well, we've been given a space in the corner of the hall, and | Cnr See ee ace ene gira ceey pillar right in the middle of the space - so we can't set the stands Wee oe csc nee (a to have to make some changes for us. Kathy Martinez: | see. 'm going to have to think about this and find out what's Cee Cee me ee et Ree cat Dene RM eee}ee eT Red tg PC ae eC ag Telephoning Cee eS ee ee een Ae ee ea id in Jesaredbsay reece PC ae eC eed fe eeu a ak ester) UT Ce eee Ben Rushton: Thanks. As for what we want you to provide - we want a middle EU ey) Fre TR URAC CRG 0 OC Taal) Cea a ea en Re Ce RUT Ross everything out for you. Which day will you be arriving? Ben Rushton: Four of us will be coming on May the 7th to get everything set Poe Rice Rea en Re just in time for the opening of the exhibition. We're looking forward to coming again. Pea a OR ea Ce RCO Rac acCAMBRIDGE Professional English UNIT 7; WHAT'S THE PROBLEM? ano) Telephoning Kathy Martinez: Good morning, Exhibition Organisers. Kathy Martinez speaking. aol aM el a ee UCL coLs pj E li is Pea LS ed In Englis eee ent RDA Ct RE eo td circa) Ben Rushton: __ I'm ringing because we're coming to the exhibition in May and | need to discuss our requirements for the stand at the exhibition B, Jean Naterop Piano Pence Kathy Martinez: Right. We've sent you all the paperwork already, haven't we? Cee oC ee Cea eee Caen en ec ose Kathy Martinez: Yes, most things will be the same again this year. Cen ue cn eR cD vn Pea aeTICN ec) COO a CANS aE MeO tee any exhibition hall, and I'd like you to make sure we have a central Cae ee A Rr ia el eeee aL Rd ng Tony Martin: Yes, that's it. So why didn't she receive it that week? Telephoning ew Oe a Pere U Raz Dae aa in jesaredbyay Tony Martin: Well, he should have left her a card saying he'd called, and asking her to contact you to arrange a convenient time. Did he errs Third Edition Courier service: No, it doesn't look as if he did. SR eR ae eee ee Ey) ea Ua aR ee nr Se eet ee Courier service: Perhaps | should ring her myself, and then | can arrange the Ce ee Na Ras td Tony Martin: Oh, yes, do that, please. I've got to ring her back now myself eee kas rte ee Ne Mee gry A tO Rod eaeONE emo oT UNIT 7; WHAT'S THE PROBLEM? A af | ist s ee ee Oo eR Eh a id (3 (Gre) Ue) 1 (smn imi can sia 5 E Oe ee te et eae ea ia shal jesaredbsay Peta aaa Sects enw OE eC a Srna a oe ee goo despatch to a customer, and she still hasn't received it. On aa a eee ae Tony Martin: That's exactly why she's been on the phone to me, registering Tee Se me URC Rd ea Roa td CO ae ae UE Ne end a ee eon Ne a Ze A ea Nc aa On ea ee eee ds Courier service: Here it is - I've got it on the screen now. Yes, you're right, we Cee eae R Ren ba eee PERSE acd B. Jean Naterop LCTee CE GR ed ng Tony Martin: Well, I'm just checking. Yes, we received your fax machine on Telephoning Peer een repaired within four days and was then ready for dispatch on 2 E if i Paz tte hal nabs hy Vera Steiner: So why hasn't it arrived yet? It must have got lost. How did you nee Third Edition SC ane moots Vera Steiner: Aes taed Eee cr Tony Martin: Quicklink. I'l have to contact them to find out what's enn happened. They're normally very reliable. WEEE onic fen wan Cuan hee aaa PO UO St rca Rae Re uci a Pea at Ree a CMU Neer delay. I'l call Quicklink and find out what's happened, and then Cpa ute NCSC a RRS nS ld Dn Mee Dec aeee UR de array Telephoning : SN a eC ed 5 E li h may | help you? shal abe uh Nec Do Mie enc SC Sy repaired about five weeks ago, and | still haven't got it back. BU ms) a Cee ha aa al) Ree ene sean ee Een Ecrs) NCC ee ee eer nr Pee ae ee QO eS Cee a Ree coe still haven't got it back. It seems a very long time — and I'm sure | was told I'd have it back within two weeks. SCC Acasa a happened — I'm just checking through our records. NCSC a ee ee ec eee Td repaired in five months. Luckily it’s still under warranty but I'm beginning to wonder whether | bought the wrong fax Ue csCAMBRIDGE Professional English UNIT 7: WHAT’S THE PROBLEM? Pizza service: We'll get them to you just as quickly as we can - it shouldn't be Telephoning more than 45 minutes. I'll take the order to the kitchen right now, and tell them it's urgent. We'll get the pizzas delivered to Tal Josette) Nee Mee ease Deke SN eee ae eg ecm a SAR eS cc Se ee) can only apologise for the mistake, and we hope you'll order CU eye) through City Pizzas again. CO tao Lae RRC Re ga pUtir es le Ceceee Redd - aed Did you say 13? | ordered 30, not 13! No wonder we haven't got Telephoning Ore Pizza service: Well, the person who took your order must have misheard you - PF i i i Cee nas In Englis. Harry Cox: eee ere ate eet Pee a aR SSRN eg BU sd Pizza service: Well, you're missing 17 pizzas, aren't you? Harry Cox: That's right - and everyone's due to arrive in about § minutes, Een Ecry ere eee CR sce ae RRs ee trated Peon RAT Keo No, we're not. arse Baa Ee aah EURO e RUC aad alae Mer aol Bele ean eel aR Cie ee ee eee oe aes Harry Cox: Se enn ecCAMBRIDGE Professional English Telephoning in English BU es le) ey) LC Tao 2 eres Harry Cox: Cree Tend cee lea Ee RUC et CC a kere ne OTe eee te Rete eRe ona Serene a CL ane cc) like enough. | hope it's not a mistake and the second part of the delivery is on the way and will arrive very soon - can you check, oes Oh, that's surprising, | don't know what's happened - we normally send out all the pizzas for one order at the same time. Can you give me your order reference number, please? Hold on, I'll just try to find it. yes, I've got it - it's 10964/32. It's really annoying because | specially called on Monday to make ee eee eee ae ae Dae oe eeu eg a ec en eee) Well, we always record our orders carefully, and it shouldn't matter when you make the order. I'm just checking our records. I've got down that you wanted 13 pizzas, justee ae GR eg Telepho : ere ee eC ees ce a) eee Che cee et anee os ci ‘ Caroline Weaver: Thanks. But won't your records show that my subscription in jcsaredbsay started in April, when in fact it should be June? | do want to get Pe as ceaherekce , Customer adviser:Yes, that'll be OK because Ill adjust it now to show that your BR Cd ee a een cee ties Caroline Weaver: Oh, that's good. Thanks very much. Customer adviser: You should get it very soon. | hope you enjoy it. Cen mae oe freee es Eee PearCAMBRIDGE Professional English Telephoning in English Str sl) ey) LOT Customer adviser: Well, that's very strange. Our records show that the subscription form was received and dealt with on the 23rd of April. CE ee ei eee a ene pee heuer ea aah Ce eee ean Reet ere eC enc ha eee set Pets SN ema se eee oe monthly rather than every month, | did wonder whether you were waiting for the next issue, but we're well into June now Baa aurea eee ea od sae Caroline Weaver: Possibly. To begin with, | thought you were just very slow at dealing with subscriptions, and that | would get my first BLS ea eeeCAMBRIDGE Professional English Telephoning in English Str sl) ey) LOT Customer adviser: Well, that's very strange. Our records show that the subscription form was received and dealt with on the 23rd of April. CE ee ei eee a ene pee heuer ea aah Ce eee ean Reet ere eC enc ha eee set Pets SN ema se eee oe monthly rather than every month, | did wonder whether you were waiting for the next issue, but we're well into June now Baa aurea eee ea od sae Caroline Weaver: Possibly. To begin with, | thought you were just very slow at dealing with subscriptions, and that | would get my first BLS ea eeeeae RGR ede . ac nab) Telephoning tne een eee eae ad ee eR et ea ec Ce in J csaredbday Cea nee eee Ru eT ans crn sited fete Teemu ee cy fen Lea ante ae MD eR nel Rue a a because the right amount was debited from my credit card on Cerro kee ces Or ava) Cette ee eer MBS RCo Te cele td Caroline Weaver: Yes, it's BA2 6EW. Cer Ce RU RR ad fe TCR oe Cette eee ea un eae ae Rae TR Tied Re Nee (Rl eee ‘Customer adviser: And is your address 21 Glebe Crescent, Bath? Caroline Weaver: Yes, that's right. BU ns le) PU ey)CAMBRIDGE Professional English UNIT 6: A GHANGE OF PLAN a aan) Telephoni 10h 1 Which nights have you booked the hotel for?- The 9th to the 11th of July. 2. Have you got the reference number? - Yes, it's PB/9534-06. in jesatedbsay EU Se eae eee PO eae ee EL) . 5 Can you give me his email address? - Yes, it's wilson@transdeal.netvigator.com Third Edition Ee aa eee et Cerrar ANUS eeu RUC 8 Do you know how to spell Polozova? - Yes, it's spelt P-O-L-O-Z-0-V-A. Eee Cr yy PearCAMBRIDGE Professional English UNIT 6G: AGHANGE OF PLAN cCuue See Ska eMC Telephoning ees ec incn eet ce eater meu enc maton . 3 een ees in English bites le CeCe ke eC ER ae en en ea ee ORT td Cnup rca Would you mind doing it, as you've made all the Sn od Eee Ot Tava) Barbara Zimmermann: _Yes, that's fine. I'll confirm that it's now going to be at eee eer eae ee eee easy CORR Ce Mar Cau Henri Julien: So do |. Anyway, many thanks for fixing it all. Talk to you cond Cees Barbara Zimmermann: Bye.CAMBRIDGE Professional English § UNIT G: AGHANGE OF PLAN A Telepho i i ees niias Se Eel cn Mees eda aot s . ere PA RS Meer eee Al ee in jesatedbyay eae ose Telia Yes, he is, Barbara. Hold on a moment... ee Peers Hello, Barbara. | hope it's good news this time... Cc CRC eek mace ce mete 4 Set ee ace eee ceca iat) Eee OU eh ORCC URC RE ECR UCU Cu Camu Dn] oo J . ener ins Peet eh eo Barbara Zimmermann: The bad news is that I've spoken to the Grand Hotel, and Ree ue euue rs oe Cee ee Rea Rn arrange the dinner for us on the 8th of December, and they would also have enough rooms for everyone to stay there too, which is good, so | think we should go for that. What do you think?ernie ese UNIT 6: A GHANGE OF PLAN A Coots Pe oe a ee) Telephoning ie ae ese, . Seer eet rarer in jcsaredbisay CO aCe eet ee ae ee ero Right — I'm just checking my diary. Could you ask her to make it the 8th then, | think that's best. We'll have to check that the Grand Hotel can put on the dinner that Unc ece y ene saa ptr esl) EU Ly) EC aia R EAC id Rene Core cee akn ei Barbara Zimmermann: Yes, starting at 7.00 seems fine to me. ees Well, let's hope the Grand Hotel can do it all on the 8th, and that they've got enough rooms then, too, Cre nena e eu nee he eas Henri Julien: DeedONT e Messe Telephoning in English Atel) ee ey) LCT eae) Pees Ce CPL Receptionist: CUBE CEC Pa Cauca CR eee em may | help you? Hello, Claire, it's Barbara Zimmermann. Could | speak ene Cae ed eee See a mss es ee geek cae Henri Julien speaking. Hello, Barbara, how are you? Fine, thanks, Henri. But you won't be very pleased RT an eae Me RC ee Cee UT a cE Oh, that's annoying. I've just had confirmation from Deeg Re LCE ees What's the problem? CoP ee Ce TR Ree a ee er eau eee: ces eeu booked for the 3rd of December and she’s got another speaking engagement Ne eau R ake CSU An oR C Cnr mts ia) Dee ae eure ace en eleCAMBRIDGE Professional English UNIT 6: A GHANGE OF PLAN 2 Telephoning Receptionist: Royal Western Hotel, good afternoon, Marta Castellana: Hello. I'd like to make a booking, please. in English eet eee Run Re kro td Marta Castellana: 1'll be arriving on the 10th oflune, and I'd like to stay for two 7 ies pC Receptionist: What sort of room would you like? Marta Castellana: A single room with bath, please. B. Jean Naterop ies cen Drei tReet Re UR Raa Ot Talal) SER Meee Rte ieee vetiae Nae ead Meee cure me Rec} Receptionist: Could you tell me how you spell your surname? ete sue eer oS Pees a a eeeCAMBRIDGE Professional English UNIT 6G: A GHANGE OF PLAN A eet Sy et Da eee ea) Telephoning main road, as | can't sleep when there's a lot of traffic outside. ech a aca em eeu Sn ce) Tal jesatedbyay ee ee nec overlooking the internal courtyard, so it'll be very quiet. 7 ene ae ae pC eee en CE cea ese keke cha eos caer ee ean eo Oe EO ToaCAMBRIDGE Professional English UNIT G: A GHANGE OF PLAN Telephoning 5 A Receptionist: RceTS UN Ruan mac unC S rats in jcsaredbyay ee OR RG LR ree ee TG) shower, please, for the 25th to the 29th of April cca 7 Cera a Ce Rs ea ed Third Edition aire ae net nen ss Cees a eA RT B. Jean Naterop eC a OR Sel ee OCCT Peete DT Ru Pet Ra PeeWee a Ted fee eg Oe see ces feces a eeCAMBRIDGE Professional English UNIT G6: A GHANGE OF PLAN Ve eC oe Se ea ee Telephoning anything like that, but the quality and speed of the printing are nothing like as good or as fast as on the other three printers. 5 if This machine is slower and what it produces just doesn't look in English ecinileeersiebaieneneet ittopnrie COLE eate omen Rea kcry STC fences ane PE er en ReGen keene a aca es Peery) ees See NERS Ua CoM eee a a i Ri te Pe ed eee ee COCR Ry busy at the moment. It looks as if the first day he could come RT Raa eu ae UML RU oll NEUE Cee ara ea eu Crm eae sre ot) could send someone tomorrow or the day after.CAMBRIDGE Professional English ieee Clee cca Telephoning Dave Marshall: N & P Printers, good afternoon. Dave Marshall speaking. How can | help you? in J csaredbyay RO US ee ee pee or a cc oR Maria Safarini: Well, I'm ringing because we're having some problems with one of our printers, and | hope you can help. Bits) PEN Recent a CU rs) DR eee Mee Cer coe taal Dave Marshall: And when did you buy it? Maria Safarini: Oh, we've only had it for about six months, so it's still under warranty, 'm sure. We bought three other identical printers at the same time, and there's nothing wrong with those. Pea eee edCAMBRIDGE Professional English iar Ce cles ey A Pa Telephoning eee aon See Cena ne eae mera F 5 closed for the weekend, and will reopen again at 8.30 on Monday morning. If you in jesardbsay would like to leave a message, please do so after the tone. PEE eR ee ry ee Un ecu aie 7 ‘Amanda Walters. It's Sunday evening now, and I'm ringing to say | won't be able uu RC ee er cn ee ened tet ag Pee Ca Oa sa eee Re a a Rees cue een ee Oral) PEE eee ele oan rar Rete aR RT) Ree a ee hk Ce Roaring Le See ea ce kaa ea ees leaves for Heron International, she and | will talk through everything she will need to cover at the meeting. We prepared a list of proposals last week, which she'll bring with her. Amanda, I'm really sorry about this last-minute change, but there's Dace Oa a eer URC nue a TR La eee as EeeCAMBRIDGE Professional English ree Chto eT one ue CR CRU Resa emer ang Telephoning Pe eo cere ester one or two other people to join us for sandwiches in the office, in English Bee uke Re kT through straight after that. How does that sound? 7 Emma Marsh: Good, that sounds fine. Let's say I'll be at your office at 12.45 Third Edition eee Robert Manzini: Yes, OK ... 12.45 - I've put it in the diary now. CU Crys Emma Marsh: Thanks very much - I'm really sorry about having to change the LC To date. Robert Manzini: It's OK. At least we've managed to find another day without too much delay. Looking forward to seeing you on Monday then. Bye. aNCAMBRIDGE Professional English UNIT 6: A GHANGE OF PLAN a ORNS OSC ee ce Telephoning Pee nee i aera eh Ree eon shal English Robert Manzini: No, that's OK, these things happen. But we need to find another date soon. Let me just look in my diary. et ee ees td Third Edition en otc Lae nid eee agro CU Cys eo Sa een Cava) ete pel rR eRe oe eee Ree Role ror aics Emma Marsh: Nice! Dea Re cee ea ee Bo Ge eee ed a OR eee Me a a el RCN emaCAMBRIDGE Professional English UNIT 6: A GHANGE OF PLAN r acc ne) Telephoning Receptionist: Manzini Partners. Good afternoon. How may | help you? Emma Marsh: Hello. Could you put me through to Robert Manzini, please? in jesatedbyay Receptionist: Yes, could you hold on, please. Who's calling, please? Ce ee aco een ents 7 ee a eT ese ee Third Edition Cee en ers hee pili . Emma Marsh: Good, Robert, 'm glad you're there. | was worried you'd be Ce cr er ete areca mac Ot aval) Det eR ee Rar Cha mcm Coa ee ee Emma Marsh: I'm sorry, 've had to agree to see a client from Korea on Ree CU Ren oe nea ay was a last-minute change in her itinerary, and Thursday is the CO OEE Se eae ae ea tee RLCaMBRIDGE Profesional Engish UNITS: BOOKINGS AND ARRANGEMENTS ar | hy Cf ach re [a ep oning eee oRcee cai ea ane et 5 4 Yes, | see, Can you tell me the name of the guest, please? in Jesavebsay CNN ee eee ced Cae nent PT Pee en ee se ee ee MUU bath for Mr Gregor Bachmann for two nights from the March 14th. Is there Se ea ead Thank you for your call. Goodbye. ee Cc) ec)ee eR ete PN todd Telephoning in English Ati esl) B. Jean Naterop LOT DR er Pe en Ree ee Res ed 4 The dinner was good, wasn't it? Saeed Rr Rn Cus Td eee Reon ears Ttrd 8 They haven't called us back, have they? 21 9 You'll make sure you're on time, won't you? SON a CasaCAMBRIDGE Professional English UNITS: BOOKINGS AND ARRANGEMENTS Telephoning *”“" in English ptr esl) B, Jean Naterop Pear Meng Scat That's got to be a dinner for everyone again. And we've invited a ORC ay noe RELA eed figure with you on the day, and I'll check whether there are any Bee eee aU Ug that dinner. Is that OK? US ae ee ec eR) Deke eae please, won't you? Core RayCAMBRIDGE Professional English UNITS: BOOKINGS AND ARRANGEMENTS Telephoning in English ptr ns le ee ey) LOT Nana Secu Me sic Secu NRO SS Cus Nenana I'm just checking ...'m afraid | can’t put them in singles, but I've Cee eek Re eee ne both rooms have a bath and shower. How would that be? Se eee nee re na) doubles with twin beds for tomorrow night — right? Se trace hee a ee Yes, everyone will be staying then too, so we'll need the same eae e Now, you've booked a dinner for 15 on Tuesday night, again at 8 p.m. in the Linden Restaurant. Are the numbers the same for that? Well, in fact it's now going up to 17 because two of the people arriving tomorrow also have to go to that. None of them are Meee Rem eee ne cea) re CR ee en Mange MaeCAMBRIDGE Professional English UNITS: BOOKINGS AND ARRANGEMENTS Telephoning From eh ateabtyel Str ns leu) ey) LOT eau Senne Sean Pee ai Tea SRE Sea Dane aca een aR ec ca Ill let the restaurant know immediately. There’s enough time to add the places, and | know there's space to get another table in the room. It would help to know if any of the extra people want a special diet. 've already got down that nine people are Rees Ree eR eee cue oe DREW ee ass Be cs mss ec BOM ee RAC eR Rol Maco nights. Son tES DM ces Yes, four more staff members are flying in tomorrow. Can you fit Cnt Let's see. Do they want singles with shower or bath, like all the Cree Singles, ideally, but we may have to put them in doubles if that's PIN Mn CaraseR ee elo es Telephonin in English UTS Oc) ey) LOT Task7 (4 Aen Rag eu Neri ae ag Poca Neen nae Hotel Adlon Conference Centre. Verena Fischer speaking. How may | help you? Hello, it's Jerry Kemp here, from Spectrum Technodesign. I'm a emcee ate en Pe eee eee Ree ca a sen Bor Perec Right, let me just make a note of all the changes. Here we are. Starting with today, Monday, we've got 25 single rooms with Reed de eee eee eae nights, with 45 people booked in for dinner tonight at 8.00 in the cuore Ree ee eee) from about 6.30, probably. It's the numbers for the dinner tonight that have changed, and the number of rooms we need for the next Fe oS ee Cec oat Cae eee oe os ant een nd Cee ca ea a edCAMBRIDGE Professional English UNITS: BOOKINGS AND ARRANGEMENTS Telephoning in English Ait ns le) ey) LOT Treticeree ts Goes Peters as Gevoce Louis Gasquet: fees Treticxere as Flavia Bellini: Tretiegere as Geers Se a ull BP aol eR a you've got several things to discuss. Rem etic e cei) Pon each tah en oe ante Wednesday the 26th we'll be out of Rome all day as that's the day I've arranged the visit to the main factory. Oh, yes, it's quite near Orvieto, isn't it? See US ea anne eee et Re eC kee ee care Wednesday there, then we'll come back to Rome for dinner on Means Ne ee ea Rai Va Se Cee eee ane tt Ceca es Ree eM Re a going to be any free time, as there's an exhibition I'd really like reasCAMBRIDGE Professional English UNITS: BOOKINGS AND ARRANGEMENTS Telephoning in English AU ns le) B. Jean Naterop COT Goer Treviegerec as ever as eke Coos eres Flavia Bellini: That's what | thought. I've arranged for a company car to collect you and bring you traight to our offices. The car will have the company name on it, and the driver will be waiting for you outside the main terminal. Just ring me or my Fee WM Re Bert Rene Ean RL PCat Baer moa Ror oat ODN ae ees eo Ronee Se CON Te eee ee ee ue ee ee A Re start going through things together. I've arranged to have lunch at 1 o'clock, followed by a meeting with the Sales Pare eva Meta) There will be several key people at lunch with us, some of whom you've met before. And we've got a new American Cece eT eteCAMBRIDGE Professional English UNITS: BOOKINGS AND ARRANGEMENTS Telephoning in English Airs eu) ey) LCT cca Flavia Bellini: Louis Gasquet: Flavia Bellini: etc e Sd Goo Louis Gasquet: Goo fevers Goce as ered Ce Rec Se eC em ed ean Oh, good. Hello, Louis, it’s Flavia Bellini. 'm calling so we can go through the details of your trip here next week. POO nicls TR OR Ce eR a now arranged all the meetings, so | just want to go over it all pat SER ec ne aa Gu ecu d a Well, you're coming next Tuesday, the 25th of October, on an CR ens ot SRT Ung Ma See e Ree) get in to Fiumicino Airport at 9.30.CAMBRIDGE Profesional nglsh UNITS: BOOKINGS AND ARRANGEMENTS Telephoning in English UT Oo) ee Cc) er) TCU Se is De cs RCE ad Sed Occ Joanna Page: DE ced The Great Eastern Hotel in Boston. Could you book me in for eee ee aca OR sage SR Oh, a single room with a shower would be fine, | think. OK. A single with shower for two nights, July 26 and 27... PR un eee ee ke ee ee a ed Sema ee Cee eo ne Se Mc On eeu nt ae aed Sure. Now when do you want to come back and where do you Ros OmRen ed Well, 've got friends in Chicago who I'l stay with, which is good, as | don't know how long | need to be there. As long as my ticket is open for my return to New York, | can make the reservation from Chicago, can't |?CAMBRIDGE Professional English UNITS: BOOKINGS AND ARRANGEMENTS Telephoning in English pire l) B. Jean Naterop CC Toa ce) RCTs ees Se is Ls Rei cere De i cs creas Continental Express. Good afternoon. Tony speaking. How can | Pere Hello, it's Joanna Page. We spoke last week, and you were very helpful. Oh, yes, Ms. Page, | remember. You wanted to find out about flights and hotels for your journey to Boston and Chicago. Right? That's it. Well, 've decided what | want to do now, and I'd like eC acme red eee) Well, | want to leave New York on Monday July 26 and go to Boston first. Ideally I'd like a flight around noon - late morning Sena ea ea eR eRe eR PCM OM een eee Le That's fine. What's the availability? CR tee ene ed See andCAMBRIDGE Professional English UNITS: BOOKINGS AND ARRANGEMENTS Telephoning in English ptr ns leu) B. Jean Naterop CO Tao SE ee OS ee ES ene ned ROPER uae Maia Carer ers Travel agent: —_Japan Airlines have a flight at 16.00. Would that be better? Helga Langendorf: Oh yes, I'm sure I could make it to the airport in time to catch that one. Could you book it for me? DEC Pee SUR RR ne Le SOR] Kong? Helga Langendorf: Could you book me on a flight on the 21st of June, please? Oe ere el oR A eR Ue ea core) ol) whatever's available. Can you make the bookings now? Ras Sa eRe ee cen car) you an email as confirmation and we'll send out the tickets in Crercne Helga Langendorf: Fine. Thanks very much. ByeeRe et rN lott P DOE COC eg nou Telephoning een na Caan ola} , - coves This is Mark from Central Travel. You asked me to find out in English See Ma ae Helga Langendorf: Oh, yes, thank you. Have you got it? coven: Aaa sence Helga Langendorf: Hold on, | just need to find my diary and a piece of Eee as AU le) ABT IC) ) aC as So, you'll be in Hong Kong for a week, and then you want to Ot Tara) PROM TR eie Rr cd Helga Langendorf: Yes, that's right. Travel agent: De Rec Rie ice oR sale Romo auld Cree etn Od ene ae Une RST Cy OS aCe Re ale ule RR eRe te AUR ote Severo ce ke ee ea Eee cee Helga Langendorf: Yes, that's what I'm more concerned about. | can't leave the conference until after lunch on the 14th of June.CAMBRIDGE Professional English UNITS: BOOKINGS AND ARRANGEMENTS Telephoning in English Ait sl) Bercy Rod Revell can} aeons Tce dies SS In usd DET eas Dos SECs Choice Travel. Beth speaking. How can | help you? CO a CM ieee Sea eC ng CE RE ee Re aR eee Cre Yes, | remember. Have you decided which hotel you'd like to eed Well | liked the sound of two of the hotels you told me Se ee eee ie Rees ane nee ee ee ae ee eae ce ue ear Rcd Seen ea hue ce ae ga) Rea ae ae eel Reale is very modern and has excellent views over the city and the nearby Mediterranean.CAMBRIDGE Professional English StS e)etoysntnts in English pit sl) Eee Pear Dee ort lg cae Super Tents. Richard speaking. How may | help you? eRe eae er Ry ceeds eS Od OE ee NE OK. Can | have your name, please? Thanks, and your postcode, please? eke ee Ra ane a ad OC Sig eee en ed That's fine. Thank you for your order. Goodbye.CAMBRIDGE Professional English Telephoning in English Ati ns le Eee Cr yy Pear Die te ort Tig oan) 1 What's the dialing code for Spain? - It's 0034. 2 Have you got the item reference number? - Yes, it's CHS067/39. 3 What's the website address of Cambridge dictionaries? - It's dictionary.cambridge.org Pet cia seh ee ae eRe SNe cea en ee oO ee) 6 What's the BBC Radio 4 website address? - It’s bbc.co.uk/radio4 ee es a eee te 8 Can you give me her email address? - Yes, it's floriane@pondnet.com 9 What's your credit card number? - It's 5797 4132 6581 2976. 10 I need to know the invoice number. - It's KL7954-326.CAMBRIDGE Professional English BUSS e)stonntnrs in English Siti ese) Cec Pea a Alessandra Tauzia: Fine, I've got all that. Brigitte Schmidt: They all sold very well last season, and we've already had Cee Renee Alessandra Tauzia: Great. Now this order will be dispatched on the 21st of March, and will be sent by road in the usual way. I'l be able to confirm a delivery date in a couple of days, when | get back to Ses eee een eter Brigitte Schmidt: Fine. Thanks very much Dee RR a ee eC a aeCAMBRIDGE Professional English Telephoning in English ptr ns le) ey) CO too arr a Alessandra Tauzia: Hmm... | don't know about that, actually. Ill have to Cee ee ees ia ee net Cee ee ee ean eee Ses haven't dealt with this company before, so I'll have to come eee RRs Ce a ee ae Po rere Alessandra Tauzia: 'm not quite sure, but I'll get back to you in a couple Ee Ne he ae oe uCeaad Ce CRS ano eR Rae! Cn eR CR een oe av eed See cra ee ee foe evo Eee Rae Mua] BreasCAMBRIDGE Professional English Telephoning in English Ait ns le) B. Jean Naterop LCT Pie te oe UL tg at ae Dee Ra eee RC ey ie errs te ce Oo OR Cc mee een ee el the Edelweiss Garden Centre in Zurich. Ne RCAC a eR Brigitte Schmidt: Fine, thanks. I'm phoning because | was just about to send an Ce eee eee CRC Sm eM ke te ee ee a eae ete eae ice Puri cals ON eMC a Wael ie Brigitte Schmidt: It's the 75 cm pot on page 39, item number CC7S. It wasn't in epee mad OE OR ta a ee acu San) Pee Ce DA ee Mee ue Brigitte Schmidt: Well, is it guaranteed frost-proof? You know how cold it can get here — it would be terrible if they cracked in frost.CAMBRIDGE Professional English Telephoning in English AU ns ls) Cec Per Serge Duval: But that was the price you gave me for 1,000. | was hoping enc Rss a a F Ser ee ee Re ea settled immediately by bank transfer rather than waiting for your monthly pee ee ete RO ee eee ee RECUR Graal eed that include insurance and delivery by air freight? ST Caer cen fe hme ale) Ree en See RE UR na RU Nee URE ee oR RL UCM URC Cr Ra Sea ee ee cet eee eee ee Se hace See RO en aeCAMBRIDGE Professional English Telephoning in English SU ns le B. Jean Naterop LOT ia Te ee Serge Duval: Hello, Jennifer, it’s Serge Duval, from BGX Computers. SO naa ee ied Ser ee ea price you could give me for 1,000 CM 25 hard drives. See ete Se Re re ae aE 1,000 we now need 1,500 of them, and we need them really quite urgently. Jennifer Sato: | see. I just need to check on the stock situation. Hold on . Seen ee eau een this week and send them by air freight, so you should have them early next week. Serge Duval: Good. The other thing | wanted to discuss was the price. tee comet hist ST me cord Yes, | did.CAMBRIDGE Professional English UNIT 4: PLAGING AN ORDER . ey Telephoning Martha Wong: And who would you like them to be sent to? 3 a ee eS ee in English ER Cuca eon eee ed Pee Se CE ea ees) a Martha Wong: And when would you like them delivered? Ld ee I RR se mr Due ae ee UR oe OR Ce eee an ar ey) rr Pell James Elliott: Yes, can you please put: Happy Birthday, all my love, J. Martha Wong: That's fine. Now how would you like to pay? eee ee ee ee es Martha Wong: Thank you, that's just going through ... that's fine. Thank you eg eeeCAMBRIDGE Professional English Telephoning in English Bites lu) Eee Pea ay Martha Wong: Blooming Flowers, Martha speaking. Can | help you? James Elliott: Yeah, I'd like to order some flowers to be delivered to my Pe ee ae Martha Wong: _ Yes, that’s no problem. What sort of flowers would you like? James Elliott: Well, | suppose it depends on the prices. How much would a large bouquet of mixed spring flowers cost? Martha Wong: Prices for a mixed bouquet start at $45. ee ae Re ae ieee ered Martha Wong: It depends on the number you want, of course. Roses are cue Me ee) es PN uaa Pe ee oa Martha Wong: _ Right. Can | have your name, please? oe eeONT Te Meso Telephoning in English Bites le) Eee Rod Revell Pe TP Eel lg fet Ta Cec Ie Recorded voice: You have ordered item 4975. Now key in the quantity you require, followed by the star button. fetes 30, star. Recorded voice: You have ordered 30 of this item. If you have completed your order, please press 5. If you wish to continue ordering, please press 3. Customer: fo Sa ee ER a Recorded voice: Thank you. We have registered your order and you should receive it within five working days. The amount will be added to your Ce eee soe aa aoe oe tae Ca as kee Me eC eae Pere eectsCAMBRIDGE Professional English Telephoning in English Bits le) B. Jean Naterop LOT Pie ort lg Ey Recorded voice: Central Office Supplies. Thank you for calling our automated ordering line. If you would like to order a copy of our latest Dee eR a ae ee ee Cres Se eke ae acy ge see eee eee os PE ees a eee hl aed number first. Please key in your customer number now, followed by the star fee Thank you, Please key in the reference number of the item you wish Oe a Race ce fore eer Recorded voice: You have ordered item 5736. Now key in the quantity you require, followed by the star button. feted Poe Recorded voice: You have ordered 25 of this item. If you have completed your order, please press 5. If you wish to continue ordering, please press 3. Thank you. Please key in the reference number of the item you wish to order, Rc oeCAMBRIDGE Professional English Cee ice lg GO Telephoning ec es eae Lt in jesaredbsay Mail order: cee ay 7 cin Lcd veces Eee POPE lie) crear uC CCT) DC Ultra Clothing. Tim speaking, how may | help you? eee cute cs ee eee eee cd Probably, because I've ordered from you before. Where do | nee es chy ee eROO ce eL Po RUC Rell ce St eee cc nT) your postcode, please? Jane Chapman: Pe re ac Mail order: Jane Chapman: crt Mail order: ike ca See en Ee Ute Cee CT cen Now, what would you like to order? Te ee eee nee te What size would you like? mut re ee a ”ONE Ue Messe Telephoning in English SU es le) B. Jean Naterop COT Se ee Ld aE TS Cu aoe acs Png Taxi service Re rae ke Un ard Pee Ene ee RC ee ne TORE SC Rd es ecco ene REA et ee er eed eR RUE oem eae ee Rate) RC eo me et ace an acl ace ie NEUE ced NEUE ae aes Ian Deas SRC Teun Pee aed Re eee ree That should be OK. Can you tell me your name, please? a ne Ce es eee Ree Seca 8.45. Please wait outside the restaurant. NCU ace are RR mucLy Rie chop tee acCAMBRIDGE Professional English Telephoning irom eh ateabtyel sities jon EU Ly tiara) DER Ca ced aC ae Ben Corbett: Yes, we would offer the same discount that I've just quoted. EvaFrei: Right, well that's very helpful. Ill get back to you once I've had a Dee ee een they'll place the order within the month. Could you email me the terms of the discount you quoted, just for the record, please? eee ace auc tance) with the conference centre managers goes well. Thanks for the eee > Cel onyCAMBRIDGE Professional Englishunit 03: Making enquiries Telephoning in English Siti sl) ed eR Lo) ) ier) Ben Corbett: oa Cee Re se a De Oa eee) discount of 7.59. Of course, I'm sure you understand that these terms are special for this particular order, and for all orders from Peta ara te Cen hee acral Cena Yes, | understand that. Now can | confirm that the price of a eee ee ene a ee es nee oto Yes, that's six each of the soup bowls, side plates, dinner plates, Bete eee rence ren ct ce Pee Rau a Tae em kel DOR ae ee ee ee ne ac Seen aha ecu catalogue. Would you offer me the same terms for orders on those too?CAMBRIDGE Professional English Unit 03: Nene Ren iced Telephoning in English UT Uo) UC) Rod Revell eC CAOCR Ne heal ee anne Me ed ree Me RC cu kc mR nach id Rou aA Ok cut eee of their own, and have looked at other comparable lines from your competitors and have decided what they want. They're now comparing prices and looking for good discounts for a large order. | think that if we want their business we'll have to offer UNA ceca Cee a Rea eee ed Eva Frei: They particularly like the Blue Room Collection, Ben Corbett: Right. Now what sort of quantity are you talking about? Eva Frei: They'd like the tableware service for 200 people — and of course Ce eet een cen cua as eee aac?CAMBRIDGE Professional English erates Stole) eteyer le t-amnen eee aCe ace at eae ce eae - Bd Sold hak Johar bday ey ema or eee ee eed — Sere ery Pee ete a ees et a ae a Pree CeCe Nye) aC ae a from the ar ear aT) aL patina Receptionist: Thank you, Ms. Frei 'm putting you through to Mr. Corbett NOW. LTT el ier eed Hello, Eva, how are you? Eva Frei: POenea met Bata Cee RC eaeCAMBRIDGE Professional English UNIT 03: Making enquiries Telephoning in English AU Ceca Pear at a) eens Wee eee ets oes LOC Ie eee ets acm Ie esses a Ie eee ets acm Ie ene ets Eastern Computers. Good morning. Hello. Can | speak to Takumi Kiyama, please? Teheran se coe Hello. Takumi Kiyama speaking. Hello, this is Maggie Redwood. How are you? Oh, hello Maggie. I'm fine, thanks, and you? ree ee Re ree SE SS ea coe Aaa TOT RO oie MR hk ar aad GON EEE Oc oe aoc Ear a website but I can't find the information there. It depends how many you would be ordering. The first order would be for 1,000.re Or MRE 5 nd StS e)etoyevits Welcome to the .Riverbank Cinema line. To hear film showing times or to book é s tickets, please stay on the line. If your enquiy is not related to film information or shal English advanced booking, please phone the cinema direct on 020 7946 0001. Please press re ns ac ute eee Rue ese To listen to film showing times, press 1. Se eet a ees en To listen to ticket price information, press 3. CoC SO nen ere ee es See Rene Adult tickets: standard £6.50, superior £7.50. Students and senior citizens, all day, every day: standard £5.50, superior £6.50. Oe ae an rc eee ee eey PCE ES Cece ee Re ae ase kes children for £17.00. Pe eae ee ie en AUC nS ——— rdCAMBRIDGE Professional English UNIT 03: Making enquiries Tel h p craic CLEPNONMINY — cominic Lafontaine: And what about Qantas? Annabel Davies: Well, mmm ...it looks rather similar with them too. There soe) Josette) ee a ae ea nara ec) Rae} Re See cae) eee en eta ee Rut cca Dominic Lafontaine: Oh, that would be good, yes, please. UTES Oc) CUD PO Cet Seta kT ee ee ermal) Tec Deere ee aoe el ae antes OE era MTS ACT RelCAMBRIDGE Professional English UNIT 03: Making enquiries 5 Task 1 (2) Telephoning ee ba REC CSacet na ae une sl Pov Pea in Jost bsa) Dominic Lafontaine: Hello. I'd like to make a reservation for three people ona flight from London to Sydney next month. a Re ee MS nea ected Dominic Lafontaine: Yes, it's Dominic Lafontaine — L-A-F-O-N-T-A-I-N-E, and UTC Oc) PU LC Reese eer Orr Pea Thank you. Now, how many people are travelling, and eCard Dominic Lafontaine: Three of us are going, and we have to leave London on the 11th of June, returning on the 30th. We don't really DRC oe ee sc Ro cee Oe EA Kec flights are direct. Ah...| see that if you want to return on the See ee eo eS a eke cs ‘come back on the 28th of June the return fare would be £650. a) 7CAMBRIDGE Professional English UNIT 03: Making enquiries ar if Nar oy arr nO) e ep oning Menu: Welcome to Capital Investment Services. - A Tete eet ee ee cee? in jest bsay TE Ree eee If your enquiry is to do with foreign exchange, please press 3 now. Pe 7 Tee eae eae a eee eee CRC) ee Na 4 aT aiden arr pean (cnet eae OO oo eck a mee Ca od Oa at ern ay CEN oe Rl ee} 698 AW. PS SS ee a cts ee 698 AW, did you say? Oe a De Se ered eT eee a Ege) ee eee EU) a) edONT Une MOE ae Telephoning in English pit ns le) Caer cena Tad a ae Welcome to Central Insurance Services. In order for us to deal with your call as Cee ee toe eas If you are calling to report an accident or to make a claim on your motor insurance policy, please press 1 now. Ifyou are calling regarding a query, a change or the renewal or cancellation of your motor insurance policy, please press 2 now. De LR ee Cu Re Reet enn For all other queries, please hold, and wait for a customer service adviser to Free it} Ifyou would like to hear the menu again, please press 4 now.CAMBRIDGE Professional English Telephoning in English AU ns le) Eee Cry Pear Frank Patterson: But will it definitely get here before the end of the month? A Oe oe CU aR RUE aL Se aor Ome eae cas Teresa Lombardo: The other thing to mention is that the second container has the Pee nn ie ec) Frank Patterson: Right, I'm glad to hear that. And | imagine the documents are on RCNA rd Se me Sete eae Frank Patterson: Good. Is there anything else? ee a Ree RC Meee UD ese ec Frank Patterson: It doesn't look like it. 'm too busy, and as things seem to be Pe ee a CRS eRe eS Teresa Lombardo: Well, let us know, and we'll look forward to seeing you Pe cas a eee eee a ae See eTONT Une MOE eae Telephoning in English SU le) Eee cna NT Ruano Task 6 Seemed See TIC) eerie Tr aero Teresa Lombardo: Rae See aCe eee Hello, Could | speak to Frank Patterson, please? pect emi St eee Nee ced Sec ME Ray Ree ee Read Paced) PO a ence Tea Hi, How are things? oR aC s Crd Good, thanks. How can | help? Tee an ee a eee ech en ect een few days late arriving at your end,CAMBRIDGE Professional English Ve Roe ory State) steyer tela in English eit eo) Eee Pea ace oes CRs Cocos aN cod foc ens Tina White: occ ee Recs Hello, this is Tina White. Can | speak to Colin Rigby, please? em he ear eCard Sea Reon ae Se ete des an ee Cee Toa RO a ee ee ae od Gere) Pee ce cee ed RRs COR Seek Sua ED See ia That's all right. Goodbye. ceeCAMBRIDGE Professional English UNIT 02 Telephoning Tom eh ateabtyel SU le Caer Pav Hold the line, please Task 1 (2) Ceres Seem Cees Nee Ret Pees Senter Coes See R Poe od ere R Cat cs Liz Hunt: New Orbis Group, can | help you? Yes, could | speak to Liz Hunt, please? Could you hold on for a moment, please? ... She's not answering eras eee Reet eee ee eo Could you hold the line and I'l try and find her? Who's calling, eed Semmes Sen ns aed ao a ene ata) ROS a OR eee cand moment and I'll transfer you. Thanks. De Me wait. There are a few points we need to discuss...ONT e MOE ae ee Sto) seyet ts - aura S 3 if Cees A aoe Un) arte aba nab iy Pe omen ee ane eae keep Renae Crea en eee eae ee ore ary SC) ae Receptionist: Well, he must be away from his desk. Hold the line, eee eres ee ener Pere cr please, ST oe Seinen Cone cae eee Receptionist: Sorry, could you repeat that, please? Renata Schatke: Yes, it's Renata Schatke — S-C-H-A-T-K-E. Ce eee ee ee eee you through to Mr Channon right now. Te ee ee 'm puttingCAMBRIDGE Professional English Telephoning in English ernie) Cec cna UNIT 01 Task 12 (1) eer CMs Tig B. Hello, is Fernando there, please? C. Good morning. Is Kirsten there, please? Nee a D. Hello, | rang earlier. Has Julia finished her meeting yet? ae eee te F.Hello, is that the office Kirsten works in? Could | speak to her, please? 4 ee ae ec a oe nnd ears Cage AC Rn Re U Sd C. Mark Wheeler speaking. Can | help? D. I'm afraid she's in a meeting. Can | take a message?OE tie aS uN ce aa) Nick Sheridan: Oh, that's excellent. Really good. Thanks very much. Is that Pei Telephoning Pea as P fi Nick Sheridan: — Well, itll make a lot of difference to our efficiency this end. I'm shel jest bda) very grateful to you for arranging it. Fe ee eae Cu) Third Edition Senn Neen CC Re Ree ura SRO mane eC Mark Wheeler: You're welcome. I'm glad we could do it for you. Goodbye then. Ne acim eCels siti jon ee cc) RedaCAMBRIDGE Professional English Telephoning in English Brn leu) Eee Cry Pear UNIT 01, Task 7 (1) RE Richard Dawson: Oh, hello Hannah. It's Richard Dawson, returning your call. 've got the information you wanted about the import/export person in Taiwan Hannah Booth: Oh, Richard, thanks so much. Sorry | disturbed you earlier Richard Dawson: That's OK. | was between meetings. Pe ee a Re Ue Rec ee ne Ca ee Ute ey Te Re ea Re ee eee Rae FU Oe ee or ee Oe Ls Ill call her tomorrow. Thanks very much, Richard. Richard Dawson: No problem. | hope she can help you. FO a Oc eee oe chal oN Richard Dawson: Bye, and hope to see you before too long,CAMBRIDGE Professional English UNIT 1 (Task 6): Mark Wheeler: Could you give me your phone number? Or is it the one on the 5 err Telephoning Nee a Ce Cnr eae eat SNe es ee a - ha in jest bday A OORT ot ac As oe Oe ER Leary cae ee Ie asic aes Tem Ecce pte i) Eee Cry PeaCAMBRIDGE Professional English Telephoning in English pits ls) Cec Pea Un so) Ce eC ee ae he Nick Sheridan: Good morning. I'm phoning from Star Cars International. 'd like eee Recueil eee US se Rte ee eer ad ee ee ST De aCe eae ae Nick Sheridan: Good morning, Mr. Wheeler. This is Nick Sheridan from Star Cars International. I'd be grateful if you could bring our order forward, as we need the parts more urgently than we thought. Can you help? Da Ue a Re to Re esa eee CELLO Mark Wheeler: Hold on a moment while | get it up on my screen. Oh, yes, | see -83952/026. You ordered 60 QP pump motors and a series of spare parts. Nick Sheridan: That's right. Would you be able to bring forward the delivery Coen necd De eC Ree a ad the year. That may be difficult, as we're very busy at the moment. I'l see what we can do. Can | ring you back, Mr...? Nick Sheridan: Sheridan. Yes, please. Call me as soon as you canONT e MOE ae Telephoning in English ptr Eee Cry Pea ane Richard Dawson: Richard Dawson speaking. Can | help you? Hannah Booth: Oh, hello Richard, it’s Hannah Booth. How are you? Richard Dawson: Fine thanks, but busy as usual. PO ae Re Ret ek ee ee meet Ra) Ce ee Ce ee ee ee last week? You told me about a woman who runs an import/export office in SNe ed Richard Dawson: Yes, | do. She's called Carla Parker. Hmmm, | don't know her Pe eeu R Re ae eee Re ea a could call you in about an hour. How long are you going to be in the office? TO ee Ce ee eee ee nm See ae eeeCAMBRIDGE Professional English Telephoning in English SU sl) Eee Cry Pea rs Receptionist: Western Textiles, good morning. Gee ec ie ee eee ed ee eee ee eed Gee ecu a nec Receptionist: Please hold the line, Ill see if | can transfer you... Sorry, he's in a meeting at the moment, I'm afraid. Can I help you? Francois Bertrand: Well, | met Bob Harrison in Spain last week at the Madrid BCR ae CoM Re RU RL CU RY eC Rod Sr aes eee ae eae er eae ed Ge CL Ae een eee (oer RSE Francois Bertrand:Yes, it's Francois — F-R-A-N-C-O-I-S Bertrand B-E-R-T-R-A-N-D. Receptionist: Thank you. And your phone number? eC A are a eee think the code from the UK is 0033, then 1 for Paris. eer a ese ee EAD ee Caen’ Receptionist: I'l ask Bob Harrison to give you a ring as soon as he’s free. Fe CU AL Ua RD Ru te