BUSINESS

TELEPHONE

e4u2.pbworks.com/f/Class+TELEPHONE.ppt
1. Transfering a call
You are a switchboard operataor,
you are in charge of transfering
calls.
TIPS
•Always identify yourself and your
company.
•Ask who is calling, note down
names if necessary.
•Say to hold on
•Say you are transfering the call
A model conversation:
Good morning! LTD
Riiiiiiiiing!!!!! Company, Rose Johnes
speaking. How can I help
you?

Hi! Could I speak to Mr.

Lopez, please? Who ‘s calling, please?

This is Martjin Could you spell that,

Vraussftung, from IT&T please?

Of course, M-a-r-t-j-i-n Let me read that back to

(next word) V-r-a-u-s-s-f- you:…. Correct? O.K, Hold
t-u-n-g on a minute…Putting you
through.
 TASK1:Copy the expressions from the conversation and try to think of
other options to say the same
MODEL CONVERSATION OTHER EXPRESSIONS
Answering:

Ask for someone:

Ask name:

Say name:

Ask to spell:

Check spelling:

Transfering a call:

Putting someone on hold:

TASK 2: ROLE PLAY A PHONE CALL
You work for the” hotel Princetown” in
England, You are in charge of the
switchboard.
1.Answer the phone.
2. Note down name, number and e-mail
of the person calling.
3.Transfer the call. You are … (invent a
difficult name),
You want to speak to
Phonecall record Mr. Gonzalez.
Caller’s name: _____________________
Caller’s phone #: ___________________ Tip: when role playing a phone call
Caller’s e-mail: ____________________ allways sit back to back, it will make
Call trasnsfered to: _________________ it more realistic as when you are on
the phone you can’t see people’s
faces and this is the main difficulty
 telephoning
Answering the phone Problems
• Good morning/afternoon/evening, York • I'm sorry, I don't understand. Could you
Enterprises, Elizabeth Jones speaking.
• Who's calling, please? repeat that, please?
• I'm sorry, I can't hear you very well. Could
you speak up a little, please?
Introducing yourself • I'm afraid you've got the wrong number.
• This is Paul Smith speaking.
• Hello, this is Paul Smith from Speakspeak • I've tried to get through several times but
International. it's always engaged.
• Could you spell that, please?
Asking for someone
• Could I speak to John Martin, please?
• I'd like to speak to John Martin, please. Putting someone through
• Could you put me through to John Martin, • One moment, please. I'll see if Mr Jones is
please? available.
• Could I speak to someone who … • I'll put you through.
Explaining
• I'll connect you.
• I'm afraid Mr Martin isn't in at the moment. • I'm connecting you now.
• I'm sorry, he's in a meeting at the moment.
• I'm afraid he's on another line at the
moment. Taking a message
• Can I take a message?
Putting someone on hold • Would you like to leave a message?
• Just a moment, please. • Can I give him/her a message?
• Could you hold the line, please?
• Hold the line, please. • I'll tell Mr Jones that you called
• I'll ask him/her to call you as soon as
possible.
Taking room reservations
You are a receptionist at a
hotel desk, you are in
charge of taking room
reservations
TIPS
• Make sure you have all the
information about the
hotel.
• Note down the reservation
data and check that it is
correct
 Model conversation
R: Good afternoon, Merrington C: Hi! I’d like to book a room for 2
Hotel, How can I help you? nights for next weekend.

R. Would you like a single, double, twin or C: A twin, please.

suite?

R: Let me check if we have anything available… C: Half board, please, but, is it possible to have
yes, we have a twin available. Would you like full dinner instead of lunch?
board, half board or only breakfast?
C: One more question, Do the rooms have air
R: Of course. conditioning?

R: Yes sir, they do. C: And one more thing, is there a tub or a shower in
the bathroom?
R: In the twin rooms there are showers, sir.
C: Ok, that’s fine.
R: Could you please give me a contact
number, please? C: Yes, it is 657 89 08

R: Could you give me your full name,

please? C: This is Andrei Luppude

R: All right. Let me read the information back to C: Yes, that’s correct. Thank you
you: You want a twin room for October 17th and very much..
18th, with half board for dinner. Your number is
657 89 08 and your name Andrei Luppude. Is
that right?
C: Good bye
R: thanks for calling. Good bye.
Task 1: Note down vocabulary and expressions
Vocabulary: taking room reservations on the phone
 Task 2: role play a room reservation
You are the recepcionist at
the Washington Hotel.
Answer any questions.
Take a room reservation
and fill up the form below.

You want to book a room for

Reservation number: 1345
3 days in November. It is for 3
Surname: _____________ Contact name: _______________ people. Ask if there is a
parking, if there is TV in the
Arrival: _______________ Contact No. _________________ rooms and the price of the
Nights: ______ rooms. Say if you want full
board, half or just breakfast.
Departure: ______________

Adults: _______ Child: ____

Rooms: ______ Room type: _______________

Board: _________________________________
 Role play: booking a room
A: You are Mr/Ms. B: You work for California Hotel. Fill up the
room reservation form below. Say that
Doupont. You want to you are not having a Halloween Party, but
book a room for 2 that you can find information about any
parties in town. Twins cost 80€, doubles
people for October 31st. 85€.
You want to know how
much are the rooms, if Reservation number: 1345

they have coffee and tea Surname: _____________ Contact name:

_______________
facilities and if they are Arrival: _______________ Contact No.
_________________
having a Halloween Nights: ______
Party. Departure: ______________
Adults: _______ Child: ____
Room price: ___________ Rooms: ______ Room type: _______________
Board: _________________________________
Other: _________________________________
C: You are Mr/Ms. Sowards. You D: You work for K1 Hotel,
want to book a room from fill the form below. The
November 2nd to November 4th.
You need a single room. Ask if bar closes at 11 p.m.
there is a bar in the hotel and Singles cost 75€
what time it closes. You want
breakfast and dinner.

Room price: _______________ Reservation number: 1345

Surname:_________ Contact name: _________

Arrival: _______________ Contact No. _______
Nights: ______
Departure: ______________
Adults: _______ Child: ____
Rooms: ______ Room type: _______________
Board: ________________________________
Other: __________________________________
E: You are Mr./Ms. F: You work for the Sheraton
Sloterdjik. You need to Hotel. There are no double
rooms available for the 24th
book a room for 3 for
and 25th. Only a suit is left.
December 24th and The suit costs 200€ and the
25th. Ask if they do Christmas Party
anything special for 50€/person.
Christmas. Ask how
much would everything Reservation number: 1345

be. Book or don’t book Surname: ________ Contact name: ______

the room. Arrival: __________ Contact No. _______

Nights: ______
Departure: ______________
Price: ____________ Adults: _______ Child: ____
Rooms: ______ Room type: _______________
Board: _________________________________
Other. __________________________________