The assistant handles the call politely but avoids transferring the caller to her boss. She states multiple times that her boss is unavailable or busy. When the caller asks to send information about his products, she finally suggests this but should have done so sooner rather than wasting time. Ideally, she could have politely declined interest upfront instead of prolonging the call. Cold calling involves unsolicited calls to prospects not expecting contact, usually as the start of a telemarketing sales process.

1. TK 12

2. You should check
times, when
calling different
time zones
Preparation is
vital: a few
moments thinking
about the call will
certainly improve
your performance
TK 12
X
X
X

3. TK 13

4. - to talk to someone who can solve the problem
- to describe the problem and get a solution
- to complain about the service
-to find out if Moda Design could be interested in
selling his product
- to suggest that he sends information
- to suggest a visit; to ask for an appointment
-to defend the company form unsolicited sale calls
OR
- to get the name of interesting possible new suppliers
TK 13
Problem:
he was taken
by surprise =
he was caught
unawares
- say you're busy (give a poilte excuse!!)
- offer to call back then check what you need to know

5. TK 14
TK15

6. TK 14
- try to predict
what might come up
- avoid sounding
unprofessional,
If you OFFER to call back, give a good excuse: - I'm sorry, I'm about to start a meeting / I need to get
your file
TK 15
-caller 'a' is helpful,
speaking clearly and
slowly
-caller 'b' speaks very
fast and very brief
MESSAGE PADS
Mr Pavlov
Gerda Heorness
Please, call her back today
Mary Jeangeorges
Michael Horgan
Bayleys, Miami n.a.
None, will email

7. TK 16

8. TK 16
this is a
formal
request for
assistance
(customer
service
department of a
computer
software
company)
this is an
internal and
informal call
Fred Roper
John Curly
Please, resend email with
attachment. Also, send attachment
by regular mail (post) to:
John Curly, AUTOMATRIX
270 James Road
Stretford Road East
Manchester MIU16 1DY
England
Can't use email to
(Computer Services Hotline inside a large company (I.T. Dep)
TK 16
X
Italy Paul Maley
product support
effectiveness and politness of the different speakers in the two dialogues
speaker 'c': is very kind and helpful
speaker 'd': sounds disinterested and bored (using no 'active
listening', making no response, giving no repetition or
encouragement)
In which ways could she have been better?
The called person in 'c' is very service-minded. In 'd' there is a contrast, Angela sounds totally
bored and disinterested. The caller clearly is not getting satisfaction. She uses no 'active
listening', making no response, giving no repetition or encouragement.

9. TK 17
TK 18
TK 18

10. HYTE
LANGUAGE FOCUS:
Bye for now! :)
TK 17
TK 18
Answers:
a.She has to change the date
of her appointment; she
wrote but didn't have a reply
b.1 name repetition (foreign
name)
2.R. did not hear who she
wrote to
3.R. wants to check she's
got the dates right (in fact
she hadn't!). In this example
she checks her
understanding by
PARAPHRASING what C.
said.
I see,
Right / OK, I've got that now
TK 18

11. TK 19

12. 1. Unfamiliarty with foriegn name:
Who shall I say is calling, please? Sorry,
could you spell that?
I didn’t catch your name, sorry…
2. Too many numbers, too fast, noisy environment
I’m sorry, I didn’t catch the dimensions, can you repeat more slowly?
3. Technical information given to a non-specialist
Sorry, I didn’t understand, can you explain that please?
TK 19

13. Could I leave a message? CIWlll
b 3 Look at the following situations and listen to the recording for each one.
In each case, suggest why someone might ask for repetition and suggest a
suitable phrase.
4, l
Role play i
Work in pairs. Student A should turn to File card SA. Student B should turn to File
card SB.
Role play 2
Keep to the same A or B. Student Ashould turn to File card 6A and Student B should
turn to File card 6B.
5 The secretarial barrier
29

14. TK 20
TK 20
How does Dominique
handle the call?

15. Note:
Cold calling is the sales
process of approaching
prospective customers or
clients—typically via
telephone, by email or
through making a connection
on a social network—who
were not expecting such an
interaction. The word
"cold" is used because the
person receiving the call is
not expecting a call or has
not specifically asked to be
contacted by a sales
person. A cold call is
usually the start of a sales
process generally known as
telemarketing.
TK 20
What is it about?
is not available just now
He's very busy for the next few days
he'll be away
I don't think I could do that
he's very busy right now
I'm sorry, he won't be free tomorrow
a.The PA does not want
the caller to talk to her
boss - she puts him off
b.She finally suggests
he sends information
about his products
She does it very well, she
certainly shields her
boss. But isn't she a little
rude (she constantly
forgets the caller's
name)? If she really
wanted the caller to send
info she should have said
it at the beginning
without wasting so much
time. Or she simply could
have said 'Thanks for
your call, but we
are happy with our
present systems
and suppliers'

16. TK 21

17. TK 21
a.The service
department
b.he gets
through and
learns some
useful
information (the
name of
equipment the
prospect already
uses)
c.he is
successful
because he asks
for a
department, not
an individual. He
wants to get in
touch with users
of the relevant
equipment

18. 111§111• Could 1leave a message?
Language Checklist
Using the Telephone (1)
l11trorfuci11gyourself
Good morning, Aristo.
Hello, this is . . . from . . . .
llello, my name's . . . calling from . . . .
Snying who you want
l'd like to speak to . . ., please.
Could I have the ... Departmenl, please?
1s ... there, please?
Sayi11g someone is not nvnilnble
l'm sorry he/she's not available . . . .
Sorry, he/she's away I not in I in a meeting I
in Milan.
I enving and taki11g messnges
Could you give him/hcr a message?
Can I leave him/her a message?
Please teli him/her ...
Please ask him/her to cali me al .. .
Can I take a message?
Would you like to leave a message?
If you give me your number I'll ask him/her to
call you later.
Offering to help in other ways
Can anyone else help you?
Can I help you perhaps?
Would you like to speak to his assistant?
Shall I ask him to cali you back?
Aski11gfor repetition
Excuse me. I Sorry, I didn't catch (your name I
your number I your company name I etc.).
Excuse me. I Sorry, could you repeat your (name,
number, etc.).
Excuse me. I Sorry, l didn't hear that.
Excuse me. I Sorry, 1didn't understand that.
Could you spell (that I your name), please.
Ack11ow/edgi11g repetition
Okay, l've got that now.
(Mr. Kawashima.) I understand.
I see, thank you .
32
Skills Checklist
Using the Telephone:
Preparation for a call
Rendi11g- backgrou11rfi11for111aIion
Desk preparation
Have the following available:
• relevant documentation I notes
• correspondence received
• computer files on screen
• pen and paper
• diary.
Check time available
l low much time do you need?
How much time do you have?
Objectives
'ho do you want to spcak to?
In case of non-availability, have an alternative
strategy:
• cali back I be called back - when?
• leave a message
• speak to somconc else
• write or fax information.
Do yo11 want to:
• find out information?
• give inforrnation?
lntroduction
Do you need lo refer to:
• a previous cali?
• a letter, order, invoice or fax?
• someone else (who?)
• an event (what? when?)
Prediction
What do you expect the other person to say I ask
you? How will you respond?
la11guage
Key phrases (see Language Checklist)
Pronunciation
Spelling

19. Could I leave a message? 411@1111
QuickCommunicationCheck
1 lntroducing yourself andsayingwhatyouwant
You are on the phone. Complete the sentences with the correct words on the right.
a) Can I
b)
e) l'm
d) Can you
lo Mr. Johnson, please?
speak I say
Jan Van der Saar.
My namc's I I'm
from Amsterd am.
living I calling
me the Purchasing Department, plcase.
fix I givc
e) !'d like some , please. informations I information
2 Leavingandtakingmessages
Complete the exchanges below with words from the box.
A Can r
a message?
B Ycs, please. Please
C Hc isn't here at thc moment.
him l'll arrive at about thrce in the afternoon.
you like to leavc a message?
D Ycs, you say Mr. Sorensen called?
c J'm sorry, can you your name?
D Ycs, it's Sorensen . S . . . O ... R ... E . . . N . . . S . . . E ... N.
E Shall I ask him to you tomorrow?
F. No, it's okay. Pleasc teli him l ' l l later.
G. l'd like to a message far Mr. Casey, pleasc.
H. Ycs, of course. Who's calling?
G Angelo Gherrini, from Milan.
3 Askingtor repetition
Make sentences from the following.
a) can l'm thal you rcpcat sorry?
b) sa id l'm understand I what didn't you sorry.
e) sorry speak I'm slowly more please.
did n't you l bear.
you that speli can pleasc?
say you what did?
leave
take
could
cali
would
teli
call back
repeat
l.<es no.<P!P le4M "AjMOiS<UOW>jeads asea1d 'AJJOSw.1 ()
ne4111ads asea1d no.< ue) ·p1es no.<le4M puemapun l,UP!P 1.<JJos w,1 (q
·no.< Jea4 l,UP!P 1 (le411eadaJ no.< ue) 'AJJOSw,1(e
E
a11ea1 '>j)eq 11e' :I 'Ile' 3 •1eadaJ) 'pino:> o 'p1noM) ·11a18 'a>jel v
z
uo!1ewJOJU! (a'a11!6 (p '6U!lle' ( ' •s,aweu .<w (q ')jeads (e
L
33.

20. speak
My name's
calling
give me
information
leave
tell
Would
Could
repeat
call
call back
leave