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  • TELEPHONING - Tour Travel

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    Assy Sepira
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    This document provides guidance on answering the telephone properly and lists things to do and avoid when answering calls. It also outlines proper telephone etiquette such as stopping an ongoing conversation before answering, speaking clearly, and thanking the caller. Additionally, the document presents expressions and questions to use when making flight reservations over the phone, including greeting the caller, asking about flight details, requesting passenger information, confirming payment and repeating the reservation details. Students are assigned to practice these skills by making sample phone reservation conversations in pairs and presenting them.

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    TELEPHONING - Tour Travel

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    This document provides guidance on answering the telephone properly and lists things to do and avoid when answering calls. It also outlines proper telephone etiquette such as stopping an ongoing conversation before answering, speaking clearly, and thanking the caller. Additionally, the document presents expressions and questions to use when making flight reservations over the phone, including greeting the caller, asking about flight details, requesting passenger information, confirming payment and repeating the reservation details. Students are assigned to practice these skills by making sample phone reservation conversations in pairs and presenting them.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    18 views11 pages

    TELEPHONING - Tour Travel

    Uploaded by

    Assy Sepira
    This document provides guidance on answering the telephone properly and lists things to do and avoid when answering calls. It also outlines proper telephone etiquette such as stopping an ongoing conversation before answering, speaking clearly, and thanking the caller. Additionally, the document presents expressions and questions to use when making flight reservations over the phone, including greeting the caller, asking about flight details, requesting passenger information, confirming payment and repeating the reservation details. Students are assigned to practice these skills by making sample phone reservation conversations in pairs and presenting them.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 11

    TELEPHONING

    By: Aprillia Rahmadian, A.Md, SST.Par, M.Par


    Several things which are supposed to do when
    answering telephone

    Stop your previous conversation before picking up the


    telephone

    Pick up the phone promptly, courteously, and carefully.

    Give a friendly greeting

    Speak clearly and appropriately


    Several things which aren’t supposed to do when
    answering telephone

    Do not interrupt the conversation

    Do not rush

    Do not hit the table

    Do not chew gum

    Do not use simply answer “yes”, or “no”

    Do not forget to thank the guest for calling

    Do not bang the receiver down


    SOUND LETTERS

    /ei/ A, H, J, K
    /i:/ B, C, D, E, G, P, T, V
    /e/ F, L, M, N, S, X, Z
    /ai/ I, Y
    /ou/ O
    /u:/ Q, U, W
    /a:/ R
    American Spelling System
    A Alpha N November
    B Bravo O Oscar
    C Charlie P Papa
    D Delta Q Quebec
    E Echo R Romeo
    F Foxtrot S Sierra
    G Golf T Tango
    H Hotel U Uniform
    I India V Victor
    J Juliette W Whisky
    K Kilo X X-ray
    L Lima Y Yankee
    M Mike Z Zulu
    TELEPHONING EXPRESSIONS
     Greet the guest in polite way
     Good morning, good afternoon, etc.
     British Airways, Good Morning.
     This is _______ speaking. How can I help you?

     Ask the type of flight plan


     Doyou prefer economy, business or first class?
     What type of plan do you want, Mr. Jacob?

     Ask how many person will be travelling


     How many of you will be travelling?
     How many person will be travelling, Mam?
     Ask the departure date
     When do you depart?
     What time will you depart?

     What time will you be departing?

     Mention the rate and whether tax and service are


    included or not
     The rate which will be payed is including tax and
    service.
     It is including 20 kgs baggage
     Ask the name of the person who makes the
    reservation
     Areyou making the reservation for your self, sir?
     What is your name?

     Ask the guest’s name


     May I have your name, please?
     Could you mention your name?

     Could you spell your name, sir?


     Ask the guest’s details (address, telephone number, fax
    etc.)
     Could you help me to fill your details?
     Could you tell me where do you live?

     Ask whether the guest has a special request or not


     Do you have a special request, sir?
     Is there any special request?

     Ask how payment will be settled


     How will you settle the bill?
     Are you going to pay by cash, credit card, or cheque, sir?
     Repeat the reservation completely
    I will repeat your reservation
     May I repeat your reservation detail, sir?

     Give the last greeting


     Thank you for calling
     Thank you for making the reservation

     Have a nice stay with us


    For next week
    You have to make a conversation about handling
    reservation by phone in pairs (2 person). Then, you
    have to demonstrate/present the conversation you
    have made by zoom meeting with your partner.

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