U3 could i leave a message TN
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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.
U3 could i leave a message TN
- 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