Lesson 2.1

Speaking on the Telephone

Hablando por teléfono
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Vocabulary
  bad line
  caller
  collect call
  directory
  directory enquiry
  switchboard operator
Verbs
  to call/ring back
  to cut off
  to dial
  to hang up
  to hold [on]
  to pick up
  to put through
  to transfer call

Useful Phrases

Answering the telephone

 Good morning/Good afternoon, Susan [your name] speaking.
 XY Company [Company name], this is Susan [your name] speaking, how can I help you?

Asking to speak with someone

 May I/Could I speak with Mrs. Swanson please.
 I’d like to speak with Mrs. Swanson, please.
 I’m trying to contact Mrs. Swanson.

Asking for caller’s name

 May I get your name, please?
 May I say who’s calling?
 With whom am I speaking?
 Who’s calling, please?

Explaining the reason we’re calling

 I’m calling to ask about…
 I’m calling in regards to…
 I’m phoning to tell you about…

Asking to wait

 Can you please hold a moment?
 One moment, please.
 Hold the line, please.
 Please hold.

Transferring a call

 Thank you for holding.
 I’ll transfer you now.
 I’ll put you through now.
 I’ll connect you now.
 I’m sorry, but he/she is not available right now.
 I’m sorry, his/her line is busy.
 He/she is in a meeting at the moment.
 Could you call back later?

When we don’t understand or can’t hear

 I’m sorry, I don’t understand. Could you repeat that, please?
 I’m sorry, I can’t hear you very well. Could you speak up a little, please?
 Could you spell that, please?

Messages

 Would you like to leave a message?
 May I leave a message, please?
 Could you give him/her a message?
 Could you tell him/her that I called?
 Could you ask him/her to call me back, please?
 What’s your name, please?
 What’s your number, please?
 When is a good time to call back?

Ending a call

 Thank you very much for your help.
 Thanks for the information.
 Thank you for calling/your call.
 Good-bye/Bye.
 Take care.
 Have a nice day!

Dialogue

Below you will find some examples of telephone conversations.

Conversation 1

Receptionist:

 Good morning, XY Company, Susan speaking. How can I help you?

Mr. Smith:

 Hello, my name is Mr. Smith and I’m calling for the Purchasing Department please.

Receptionist:

 Okay, which company do you represent?

Mr. Smith:

 Smith Office Materials.

Receptionist:

 I will transfer you now.

Mr. Smith:

 Thank you.

Sarah:

 Purchasing Department, this is Sarah speaking.

Mr. Smith:

 Hello Sarah. My name is Mr. Smith and I am calling from Smith Office Materials. You have ordered materials from us in the past.

Sarah:

 Yes, of course. I’m familiar with the company.

Mr. Smith:

 We have just printed our new catalog of office materials and I would like to make an appointment to show it to you and tell you about some of our new products.

Sarah:

 Okay, let’s see. Can you come on September 15th at 9:00am?

Mr. Smith:

 Yes, that’d be great. I’ll see you on the 15th then.

Sarah:

 Okay, great. See you then.

Conversation 2

Receptionist:

 Good morning, XY Company, Susan speaking. How can I help you?

Mr. Jones:

 Hello, my name is Mr. Jones from Jones Computer Service and I’m calling for Mr. Kendall please.

Receptionist:

 One moment, please.

Receptionist:

 I’m sorry. His line is busy right now. Would you like to leave a message?

Mr. Jones:

 Yes, please tell him that Mr. Jones called and to call me back when it’s convenient.

Receptionist:

 Can I get your phone number, please?

Mr. Jones:

 Yes, it is 888-564-7781.

Receptionist:

 Okay, thank you. I’ll give him the message.

Mr. Jones:

 Thank you. Good-bye.

Receptionist:

 Have a nice day!
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