4

I.I.2. INCOMING CALLS. ( i.e. when you receive the call )

Read the following sentences and then put them into the correct list below.
1. May I ask whos calling ?
2. Whos calling (speaking), please ?
3. Im sorry I didnt catch your name.
4. Who shall I say is calling ?
5. XYZ Post Office speaking.
6. ABC Co., Ltd . Good morning.
7. Susan Green here.
8. Will you hold ?
9. Could you ring back later (in a few minutes)?
10. Would you like to leave a message ?
11. Can I take a message ?
12. Would you like to have her return your call ?
13. Ill tell him you called.
14. Ill get him to ring you back first thing in the afternoon.
15. What can I do for you ? (How can I help you?)
16. Could you tell me what its about ?
17. May I ask the nature of your business, please ?
18. I am afraid he is not available (not here) at the moment.
19. I am afraid he is with a client (in a meeting) at the moment.
20. I am sorry he is on the other line at the moment.
21. I am afraid her line is engaged (busy) at this time.
22. I am afraid he cant take the call at this time.
23. Speak to you soon.
24. Bye.
25. Thanks for calling.
(a) Identifying yourself when
you pick up the phone
(b) Helping the
caller
(c) Asking for the callers
identification
(d) Asking about the purpose

(e) Explaining that
someone is not available
(f) Alternative
actions
(g) Thanking (h) Ending


I.2. PRACTICE.
I.2.1. MATCHING.
(1) Match the words (phrases) on the left with the words (phrases) on the right that mean the same.
1. ______ I'll get back to you. A. The phone connection has been broken
2. ______ Will do. B. What do you want to say?

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