The assistant answers the phone, takes messages and calls partners abroad. On the phone you cannot see the other person: be clear, polite, check information and confirm important points in writing.
| Situation | Phrases |
|---|---|
| Answering | ATLAS Logistics, good morning. Nadia speaking. How can I help you? |
| Saying who you are | This is Paul Henig from Curtis Holdings. / Paul Henig speaking. |
| Asking for someone | Could I speak to Helena Steiner, please? / I'd like to speak to… / Extension 596, please. |
| Connecting | Hold on, please. / One moment, I'll put you through. |
| The person is not available | I'm afraid she's in a meeting / not in the office today. Can I take a message? / Would you like to leave a message? |
© TSC COMMERCE – OTHMAN ZT · Cours protégé, reproduction interdite
| Asking | Saying yes | Saying no |
|---|---|---|
| Can you / Could you / Would you … ? | Yes, certainly. / Of course. | I'm afraid I can't… / I'm sorry, but… |
| Can I / Could I / May I … ? | Yes, please do. / Go ahead. | I'm afraid… / I'm sorry, but… |
Thanks: « Thank you. » — « You're welcome. / Not at all. / It's a pleasure. » Lend (prêter) ≠ borrow (emprunter): « Could you lend me your dictionary? » = « Could I borrow your dictionary? »
| TELEPHONE MESSAGE | |
|---|---|
| For | Mr Alaoui, Purchasing Manager |
| From | Ms Julia Gardini, Mondo Tessile (Milan) |
| Tel. | +39 02 4081 9932 |
| Date / time | 14 March, 10.15 |
| Message | The 200 rolls of fabric (ref. 306/AJ) will be delivered on 20 March, not 18 March. Please call her back before Friday. |
| Taken by | Nadia |
« Is there anything else? » ; « Thank you for calling. » ; « I'll give him your message. » ; « Goodbye. »
© TSC COMMERCE – OTHMAN ZT · Cours protégé, reproduction interdite
1. Ms Brunet: Sales Department, good morning. — Mr Keller: ___ Helena Steiner, please? — Ms Brunet: Hold ___. I'll get her. 2. Switchboard: Curtis Holdings. — Mr Keller: ___ 293, please. 3. Mr Keller: ___ Jean Delmont? — Miss Delmont: Yes, ___. How can I help you?
1. Could I speak to ; on. 2. Extension. 3. Is that ; speaking.
On the phone: a) you can't hear the other person ; b) you want them to repeat ; c) they speak too fast ; d) you want them to spell a word ; e) you want to be transferred to the Finance Department.
a) I'm sorry, the line is bad. Could you speak up, please? b) Could you repeat that, please? c) Could you speak more slowly, please? d) Could you spell that, please? e) Could you put me through to the Finance Department, please?
Mr John Parker (Delta Parts, UK, +44 20 7946 0123) calls your director, Mr Bennani, who is at a meeting. He wants to change the date of his visit from 5 to 7 June. Write the dialogue and the message.
You: Good morning, ATLAS Logistics. How can I help you? — Parker: Good morning. This is John Parker from Delta Parts. Could I speak to Mr Bennani, please? — You: I'm afraid he's in a meeting. Can I take a message? — Parker: Yes, please. I'd like to change the date of my visit from the 5th to the 7th of June. — You: From the 5th to the 7th of June. Could you give me your number, please? — Parker: It's 44 20 7946 0123. — You: Let me read that back: four four, two oh, seven nine four six, oh one two three. — Parker: That's right. — You: I'll give him your message. Thank you for calling.
Message: For Mr Bennani — From Mr John Parker, Delta Parts (UK), tel. +44 20 7946 0123 — Visit moved from 5 June to 7 June ; please confirm. — Taken by: (your name), date, time.
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