English Unlimited HAK/HUM 3, Schulbuch mit Audio-CD und CD-ROM (mit Handelskorrespondenz)

152 Business communication 11 LANGUAGE SKILLS EXPLORE LOOK AGAIN EXTRAS Now match the highlighted expressions with categories a–i. a answering the phone b saying who you are c saying what you want d asking to speak to someone e putting a caller through f saying someone is not available g offering help h asking for information i saying goodbye a May I ask what your call is about? b Can I read that back to you? Let me repeat that! c Could you ask … to get back to me as soon as he / she can. It’s urgent. d I’d like to speak to …, please. Could you put me through to …, please? e Sorry, I didn’t understand that. I’m sorry I didn’t hear that. f Speaking. g This is … I’m calling about …Would you please call me on my mobile? My number is … h I’m sorry, I’m busy just now. Can I call you back? i And the name is? / Sorry, I didn’t catch your name. j I’m phoning to ask about … k I’d like to make an appointment with … Would it be possible to see …? Is next Monday possible / convenient for you? Would the evening suit you? Match the situations and the telephone phrases. What you say when … 1 someone is asking for you on the phone: 2 someone calls, but you are busy: 3 someone is difficult to understand: 4 you want to make sure you’ve understood: 5 you didn’t catch the name of the caller: 6 you ask to speak to someone: 0 7 you explain why you are calling: 0 8 you leave a message: 0 9 you want to make an appointment: 10 you ask for the reason for the phone call: 11 you leave a message on an answerphone: 5 6 Note: When people say phone numbers in English they say one number after the other, e.g. five – four – three – three never fifty-four thirty-three . The number 0 is usually pronounced oh in British English, while in American and international English, zero is used. Martin: (11) Good morning. Crystal Enterprises, this is Martin speaking . (12) How can I help you? Sabine: Good morning. (13) is is Sabine Gasselich speaking . (14) Could I speak to Mr Mahon in the export department ? Martin: Certainly, madam. His extension is 274. (15) I’m trying to connect you … (16) I’m afraid the number’s engaged. Would you like to hold? Sabine: Erm, I don’t think so; this is a long-distance call. I’m ringing from Innsbruck, Austria. Martin: Oh, I see. (17) Would you like to leave a message? Sabine: Yes, please. (18) Could you ask Mr Mahon to call me back? Martin: Of course, no problem. (19) Do you think you could spell your name for me? Sabine: Yes, it’s G-A-S-S-E-L-I-C-H from Kowalski Glass Company, and the number is 0512 2630104. Martin: And the country code for Austria is 0043, isn’t it? Sabine: Exactly, and you know you leave o the zero for Innsbruck, don’t you? Martin: Oh yes, I do. Mr Mahon will call you back as soon as possible. Sabine: ank you. (20) Good bye. Martin: You’re welcome. (21) Bye now , Ms Gasselich. Martin works for Crystal Enterprises in Waterford, Ireland. 2 Nur zu Prüfzwecken – Eigentum des Verlags öbv