UNIT 9 - HOW TO MAKE A TELEPHONE CONVERSATION

 Can you answer or make a telephone call? Let’s take a look at some of the most
important sentences to establish a conversation on the phone:

Receiving a telephone call Making a telephone call

The company’s name, your name, the Your identification, the greetings.
greetings. I’m John Mayer from Coltech Incorporation. Good
CEPHAS, Rafael speaking, good evening. evening.
May I help you? / What can I get for you? Is Mr. / Ms. _________ there? / Can I talk to Mr. /
Ms. _________, please?
Hold on, please. / Wait a minute please. I’d like to leave a message. / Can I leave a
message?
I’m afraid but Mr./Ms. _________ isn’t in the Can you ask him/her call me back later?
office at the moment.
The line is engaged. My name, telephone number, company address
is:
(S)He is in a meeting. My last name is Mayer: that’s em, ei, uai, i,ar.
Receiving a telephone call Making a telephone call
Can I take your message? / Would you like to My telephone number is 555 22 75
leave a message?
Could I have your name/ address/ company/ Thank you for your attention!
telephone number?
Can you spell your name/ address/ company’s
name?
I’ll give your message.
Thanks for calling!

NOTES:

1) We usually use Mr. or Ms. with the client’s last or full name. We never use them with
the person’s first name;

a) Is Mr. Schumacher there?

b) Can I talk to Ms. Joana Simpson, please?

2) We use the word “double” for numbers or doubled letters;

a) 555 22 75 (five – five – five – double two – seven – five)

b) My last name is Olliver. That’s ou – double el – ai – vi – i – ar.

3) In the telephone language the number 0 is pronounced ou;

a) 555 02 04 (five – five – five – ou – two – ou – four)

4) It is really important to keep a good tom of voice. Never speak loud or very low.

5) Always write down the details of the caller like his/her name and company, it is not
very professional when you forget the person’s name.
Monte um diálogo de atendimento ao cliente seguindo esses passos.
Encaminhe para o e-mail teachererika@gmail.com

Receptionist

a) Answer the phone.

b) Say your name and the company’s name.
c) Offer to book an event.
d) Confirm the information.
e) End the call.

Caller

a) Introduce yourself.
b) Ask for a reservation.
c) Ask for the type of event you want.
d) Repeat your name.
e) Repeat your company.
f) Repeat your telephone number.
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