ANSWERING THE TELEPHONE

AND TRANSFERRING A CALL

HOLDING THE LINE
A: Hello, this is the Multiplus Company.
B: Hello, is it the sales and marketing department?
A: Yes, it is. How can I help you?
B: I’d like to speak with Mr. Smith, please.
A: Could I ask who’s calling, please?
B: Yes, my name is Michelle Anderson.
A: OK, Ms. Anderson. Would you mind holding the line a moment?
B: Thank you.
---------------------------------------------------------------------
A: Mr. Smith, you have Ms. Anderson on line 1.
C: Oh, no. I don’t want to talk to her.
A: Should I tell her that you’re busy and would like to call her back later?
C: Yes, tell her that.
A: OK.
TAKING A MESSAGE
A: I’m afraid Mr. Smith is too busy right now to take your call.
B: I see. Can you ask him to call me back, please?
A: Certainly. Can I have your number?
B: Yes. It’s 444-1234.
A: Thank you.
B: Goodbye.
A: Bye.
------------------------------------------------------------------------------
A: Here you go.
C: Oh, did she say what she wanted?
A: No, she just wanted you to call her back.
C: Anything else?
A: No.
C: OK. Thanks.
LEAVING MESSAGES
A: Hello, Mr. Smith’s office.
D: Could I speak to Mr. Smith, please?
A: I’m sorry, Mr. Smith is in the meeting right now.
D: Oh I see. This is an important call though.
A: Could I ask who’s calling, please?
D: Yes, I’m calling from Mr. Johnson’s office. To whom I’m speaking?
A: My name is Jane. I’m Mr. Smith’s new secretary.
D: Nice to meet you, Jane. Could you please have Mr. Smith call Mr.
Johnson today?
A: What is it about?
D: Mr. Johnson would like to talk about the prices of your products.
A: OK. I’ll tell him as soon as he finishes his meeting.
D: OK. Thank you. Goodbye.
A: Bye.