BUSINESS ENGLISH ZAETNI TEAJ READING NUMBERS AND LETTERS

BUSINESS ENGLISH ZAČETNI TEČAJ

READING NUMBERS AND LETTERS • +386 1 5637 515 • +386 1 4267 249 Ext. 202 • +386 41 725 346 • Janez Novak • Barbara Škerl

MAKING A CALL • Hello, this is [your name] from [company name]. • Hi, it’s [your name] from [company name]. • May I speak to [person’s name]? • I’d like to speak to [person’s name], please. • I’m calling to ask about/discuss/clarify… • I just wanted to ask… • Could you tell me…?

LEAVING A MESSAGE • Could you please take a message? Please tell her/him that… • I’d like to leave her/him a message. Please let her/him know that…

LEAVING A MESSAGE 1. Hello. This is Ana Novak calling. I‘m calling about the change in the date of our meeting. Would you please call me back as soon as possible? /Perhaps you can call me back? My phone number is 058081802. 2. Hi Mary, this is Josh from ABC Company. I have some questions regarding the financial data you sent me yesterday. Can you give me a call back when you have time? My number is 555 -123 -4567. Thank you. 3. Hi Jack, this is Julie from Consult R Us. I am missing a couple pages on the document you sent me. Can you call me when you are free? My number again is 555 -321 -7654. Thank you.

LEAVING A MESSAGE 1. Hi Josh, this is Mary and I am returning your call. I'll be in the office for the next three hours, so feel free to call me back any time. Just in case, my number is 555 -234 -5678. " 2. Hi Julie, this is Jack. I double checked the documents I sent you and I am not sure what pages you are missing. I might not be at my desk, so feel free to call me on my cell phone. The number is 227 -1000. Hope to hear from you soon so we can straighten this out.

LEAVING A MESSAGE Hi Mary, this is Josh again from ABC Company. I'm not sure if you got my first message so I am leaving one more. I have some questions regarding the financial data you sent me several days ago. Can you call me at 555 -123 -4567 when you get a chance? Thank you.

RECEIVING A CALL • Hello/Good morning/Good afternoon. [Company name], [your name] speaking, how may I help you? • [Company name], [your name] speaking.

TRANSFERRING THE CALL • Hold the line, I’ll put you through. • One minute, I’ll transfer you now. • Let me see if Ms…… is available. • One moment, please. • Yes, can I ask who's calling? • Sure, I will transfer you to (name of person). Can I tell him/her who's calling? • Of course, I will put you through to him (transfer the call) right away.

APOLOGISING • I'm sorry, Mr. X can't take your call at the moment. • I'm afraid the line's engaged. Could you call back later? • I'm sorry. He's out of the office today. • I'm afraid we don't have a Mr. /Mrs. /Ms/Miss. . here • I'm sorry. There's nobody here by that name. • Sorry. I think you've dialled the wrong number.

TAKING A MESSAGE & HELP • I’m sorry, she/he’s not here today. Can I take a message? • I’m afraid he/she’s not available at the moment. Can I take a message? • I’ll give him/her your message as soon as he/she gets back. • I’ll send you the report as soon as possible.

RETURNING A CALL • I'm returning your call from yesterday. • I'm calling you regarding. . . • I got a message to call you.

RECEIVING A FOLLOW-UP CALL • Thank you for responding so quickly, • I appreciate your getting back to me.

ENDING A CALL • Thank you very much for your help. • Thanks for calling. • Thank you for your time.

COMMUNICATION PROBLEMS • Could you spell that for me, please? • How do you spell that, please? • Let me see if I got that right. • Would you mind speaking up a bit? I can’t hear you very well.

GREETINGS ON ANSWERING MACHINES 1. Hello. You‘ve reached Slovenske nepremičnine. Unfortunately, no one is available to take your call at the moment. Our office hours are 9 to 5. Please leave your name and phone number after the beep. We‘ll call you as soon as possible. 2. Hello. This is the answering machine of Maja Jereb. /This is Maja Jereb‘s answering machine. /You‘ve reached Maja Jereb. I‘m not available at the moment. Please leave your name and phone number after the beep. I‘ll call you as soon as possible.

MOBILE PHONES - CALLING • Hi, can you speak? • Hi, am I interrupting something? • Do you have time?

MOBILE PHONES - ANSWERING • No, you‘re not interrupting. What can I do for you? • I‘m sorry, I can‘t talk right now. Can I call you back later?

EXAMPLES • "Hi, this is Matt from ABC Company. I have some questions on your Platinum level business package. Can you redirect me to someone who can help? "

EXAMPLES • Michelle: Hello, you've reached the marketing department. How can I help? • Male: Yes can I speak to Rosalind Wilson, please? • Michelle: Who’s calling please? • Male: It’s Richard Davies here • Michelle: Certainly. Please hold and I’ll put you through. • Male: Thank you. •

EXAMPLES • A: Hello, this is Chris Hust. May I help you? • B: Hi Chris, this is Suda from Thailand Travel. There was a problem with our display advertisement last week. The telephone number was missing! • A: Oh no! Let me check on an that. Can I give you a call back this afternoon? • B: Yes, please do – we’d like a credit or for the ad to run again, please. • A: I am sure we can arrange something, Suda. • B: Thank you, Chris. I’ll talk to you later. • A: Thank you for letting me know about the problem, Suda. Bye, bye • B: Bye, Chris.

EXAMPLES • Michelle: Hello, marketing. How can I help? • Male: Could I speak to Jason Roberts please? • Michelle: Certainly. Who shall I say is calling? • Male: My name’s Mike Andrews. • Michelle: Just a second - I’ll see if he’s in. Hello, Jason, I’ve got Mike Andrews on the phone for you. . . OK - I’ll put him through. Hang on a moment, I’m just putting you through.

EXAMPLES • Helen: Midtown Computer Solutions, Helen speaking. How can I help you? • Ryan: Hello, this is Ryan Bardos. May I speak with Natalie Jones, please? • Helen: One moment please - I'll put you through. • Helen: Mr. Bardos? I'm sorry, Natalie's in a meeting at the moment. Would you like to leave • a message? • Ryan: Yes, could you ask her to call me back as soon as possible? It's pretty urgent. • Helen: Of course. Does she have your • Ryan: She has my office number, but let me also give you my cell - it's 472 -555 -8901. • Helen: Let me read that back to you - 472 -555 -8901. • Ryan: That's right. • Helen: And could you spell your last name for me? • Ryan: B as in Boston - A - R - D as in dog - O - S as in September • Helen: Okay, Mr. Bardos. I'll give her the message. • Ryan: Thanks a lot. Bye.

EXAMPLES • Now let’s listen to the second part of the conversation, when Natalie calls Ryan back. • Ryan: Hello? • Natalie: Hi, Ryan, this is Natalie returning your call. • Ryan: Hi Natalie, thanks for getting back to me. I was calling about the shipment of • keyboards for our office - we haven't gotten them yet. • Natalie: Oh, that's not good - they were supposed to be delivered three days ago. • Ryan: Exactly, and we have a new group of employees starting on Monday, so we really • need those keyboards as soon as possible. • Natalie: Okay, I'll look into it right away - if necessary, we can send you an emergency • overnight shipment. • Ryan: Thanks, Natalie, I appreciate it. • Natalie: No problem, Ryan. I'll call you back a little later, as soon as I have more • information. • Ryan: Sounds good – talk to you soon. • Natalie: Bye.

USEFUL VOCABULARY • 1. hold on • 2. hang on • 3. put (a call) through • 4. get through • 5. hang up • 6. call up • 7. call back • 8. pick up • 9. get off (the phone) • 10. get back to (someone) • 11. cut off • 12. switch off/turn off • 13. speak up

USEFUL VOCABULARY • country code • area code • city code • company code • introduce oneself • ask sb for a number • answering machine • emergency call • long-distance call