Checking comprehension

Confirming

Transferring information

Suggesting a new time

Agreeing on a time

Arranging an appointment

Leaving (taking) a message

Clarifying and explaining

Understanding

Dialing the wrong number

Connecting

Finishing the call

During the phone call

Starting the phone call

1. Identify yourself and your company.

2. Say why you are calling.

1. Use the caller’s name throughout the conversation.

2. Take notes of the important information.

3. Ask questions to clarify information.

4. Repeat and summarize.

1. Tell the caller what you are going to do.

2. Make the caller feel confident you’ll follow through.

3. Offer further assistance.

4. Thank and say good-bye.

These phrases you might hear when you telephone a company hoping to talk to someone:

Could I speak to … please?

How can I help?

Who’s calling, please?

Will you hold?

Just a second.

Hold on.

I’ll just put you through.

Who shall I say is calling?

I’ve got Mr. X on the phone for you.

Hello, are you (still) there?

You must have the wrong number.

Is that not 555 46 38?

I must have dialed a wrong number.

His direct number is …

I’ll try to put you through.

Sorry to have troubled you.

I’m sorry but I didn’t catch you.

I’m sorry but I didn’t understand you exactly.

Could you go over that once more?

Could you repeat that, please?

Could you speak a bit more slowly, please?

Could you speak up a bit, please?

What do you mean exactly?

Sorry, what does that mean?

What exactly do IBM stand for?

We just need to clarify a few things.

Is that X or Y?

That means you need to …

In other words you need to …

That’s another word for …

Can I take a message?

Could you tell him that …?

Can I take your number, please?

Can you call back later, please?

I’m afraid he’s in a meeting.

I’ll make sure he gets the message.

Could we set up a meeting?

Are you available/free on Thursday?

Does next Tuesday suit you?

I can’t make it (the appointment).

Just let me check my diary / planner.

Yes, Tuesday is fine with me.

Sounds good. Monday at 2 p.m. then.

I’m sorry but I’ve got another engagement.

How about Tuesday morning instead?

Actually, Thursday morning would work out better for me.

Ready?

Have you got that?

Anything else?

Could you read that back to me?

Go ahead.

Got that.

That’s all.

Could I read that back to you?

We’ll see each other next Thursday at 11.00 at your office.

Could you confirm the details in the e-mail?

Could you confirm this in written?

Here is my mobile number in case you need to reach me.

I’m looking forward to seeing you.

Can you find / see that all right?

Are you having any problems / trouble finding / seeing that?

Are you following me all right?

Is everything clear so far / up to this point?

Do you have any (other) questions so far / up to this point?

12. Fill in the blanks in the telephone talks using the phrases from the columns on the right:

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