GUIDE FOR A TELEPHONE CONVERSATION

Be polite, efficient Be natural and sincere Do not create a wrong impression Speak clearly and slowly Give precise and correct information Smile; the other person can hear your smile Do not interrupt the other person Your listener can not see your reactions, so do not gesticulate ut confirm ver ally that you understand Do not pretend you understand when you do not What is the best answer?
1. Can I speak to Ms Johnson, please? a) I call you back. b) Yes, I put you through. c) No, I prefer to wait, it's very important. d) Hold the line, please. 2. Good afternoon. Can I help you? a) Yes, I want to speak to the manager, please. b) I'm afraid you have a wrong number. c) No, I prefer to wait, it's very important. d) Hang up and I call you back. 3. Is that !ay and "i#pson? a) ell could you get him to call me back! b) Yes, hold the line, please. c) I'm afraid you have a wrong number. d) No, I prefer to hold the line, it's very important. $. I%# afraid he%s not in the offi&e. a) ell can you tell him to call me back! b) I'm afraid you seem to have a wrong number. c) Hang up and I call you back. d) Yes, I put you through. '. I &an tell hi# to &all you ba&k in a few #inutes. a) Yes, I put you through. b) I'm afraid you have a wrong number. c) Hang up and I call you back. d) No, I prefer to hold the line, it's very important. (. )here%s a lot of noise on the line. Can you speak louder? a) Hang up and I call you back. b) I'm afraid you have a wrong number. c) Yes, I put you through. d) ell can you tell him to call me back!