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. If two numbers are the same, e.g. 33, people say double three. Now match the highlighted expressions with categories A–I. A answering the phone F saying someone is not available B saying who you are G offering help C saying what you want H asking for information D asking to speak to someone I saying goodbye E putting a caller through Match the situations and the telephone phrases. What you say when … 1 someone is asking for you on the phone: 7 you explain why you are calling: 2 someone calls, but you are busy: 8 you leave a message: 3 someone is difficult to understand: 9 you want to make an appointment: 4 you want to make sure you’ve understood: 10 you ask for the reason for the phone call: 5 you didn’t catch the name of the caller: 11 you leave a message on an answerphone: 6 you ask to speak to someone: 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. Martin: (11) Good morning. Crystal Enterprises, this is Martin speaking. (12) How can I help you? Sabine: Good morning. (13) This 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 off the zero for Innsbruck, don’t you? Martin: Oh yes, I do. Mr Mahon will call you back as soon as possible. Sabine: Thank you. (20) Good bye. Martin: You’re welcome. (21) Bye now, Ms Gasselich. 2 Martin works for Crystal Enterprises in Waterford, Ireland. 5 6 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? 144 B Business communication Nur zu Prüfzwecken – Eigentum des Verlags öbv
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