Answering a Call
Useful Expressions
- Hello, how may I help?
- J&M Imports, Joanna Collins speaking, how can I help you?
- Can I have your name, sir/madam?
- May I ask who’s calling, please?
- I'm sorry, I didn’t get your name.
- Could you spell that for me, please?
- Would you mind spelling that for me?
- Where are you calling from?
- Can you please tell me where you are calling from?
- Just a moment, please.
- Could you wait for a moment, please?
- I’ll try to put you through.
Dialogue Practice
Read the dialogue aloud with your teacher.
Mr. Adachi is trying to reach Mr. Carter. His secretary answers the phone. | |
 Secretary | J&M Imports, Joanna Collins speaking. How may I help you? |
 Akio Adachi | Hello! May I speak with Mr. Carter? |
 Secretary | Can I have your name, sir? |
 Akio Adachi | My name is Akio Adachi. |
 Secretary | Would you mind spelling that for me? |
 Akio Adachi | Akio Adachi. That's A-K-I-O A-D-A-C-H-I. |
 Secretary | Thank you, sir. And where are you calling from? |
 Akio Adachi | I'm calling from HCA Shipping. |
 Secretary | Ok, Mr. Adachi, I’ll try to put you through. Kindly wait for a few seconds. |
 Akio Adachi | Thank you very much! |
Check your understanding:
1.
Which company did Mr. Adachi call?
2.
What information did Mr. Adachi have to provide?
3.
What company does Mr. Adachi work for?
Role Play
Role-play the following situation with your teacher.
Situation
You work as a receptionist of a sales company. You receive a call from a web designer that your company has recently hired. He/she would like to speak with the Accounting Manager. Take the caller's details and put the call through. Your teacher will act as the caller.
Discussion
1.
In your line of work, do you have to make many phone calls?
2.
Do you prefer to talk on the phone or face-to-face?
3.
Is your behavior different when making business phone calls, compared with informal calls? How so?
4.
Have you ever had to deal with a rude customer/client on the phone?
