WHEN YOU GIVE A PHONE CALL
1 Introduce yourself
2 You'd like to speak to someone
3 Explain the reason of your call
4 The person is not in the office
5 End the call
WHEN YOU RECEIVE A PHONE CALL
1 Introduce yourself
2 Identify the caller
3 Be aware of the subject
4 Transfer a call
5 Take a message
6 End the call
SUGGESTIONS
Hello, good morning, afternoon, Mr or Mrs….speaking
Could I speak to…please?
Is…here please?
I'd like to speak to Mr, Mrs….is he/she here?
Could you put me through to…?
The reason I'm calling/phoning is to…
I'm calling to…
When could I reach him/her ?
I'll call later
Could you please tell him/her to call me back?
Will he/she be back this afternoon?
Thanks very much, have a nice day
SUGGESTIONS
Company's name, good morning/afternoon
Sales department, First and last name speaking
How can/may I help you?
Could you give me your name, please?
Could you spell your name, please?
Could you remind me again of your name/company's
name, please
Which company are you calling from?
Could you give me your contact details, please?
What can I do for you?
Could you tell me what it's about, please ?
Ok, I'll put you through to M….One moment, please,
good bye.
Hold the line.
I'm sorry, his/her line is engaged (busy)
Would you like me to take a message?
Thank you for calling, good bye.