Exercise on How To Handle Telephone Call

 

Multiple-Choice Questions: Telephone Conversations

1. When answering the phone, it's polite to say:​

a) "Who are you?"

b) "Hello, this is [Your Name] speaking. How can I help you?"

c) "What do you want?"​

2. If you don't understand something the caller said, you should:

a) Ignore it.

b) Ask them to repeat it.

c) Hang up the phone.​

3. To politely ask to speak with someone, you can say:

a) "Give me [Name]."

b) "Can I talk to [Name], please?"

c) "I want [Name]."​

4. If you need to put the caller on hold, you should say:

a) "Wait."

b) "Hold on, please."

c) "Don't go anywhere."​

5. When leaving a message, it's important to include:

a) Your name and phone number.

b) Only your name.

c) Nothing.​

6. If the line is busy, you should:

a) Keep calling until someone answers.

b) Leave a message or call back later.

c) Hang up immediately.​

7. To confirm an appointment over the phone, you can say:

a) "Is it okay if I come?"

b) "Just checking, our meeting is at 10 AM tomorrow, right?"

c) "I don't remember the time."​

8. If you need to call someone back, you should:

a) Wait for them to call you.

b) Call them at your convenience.

c) Ask for their number and call them back at a suitable time.​

9. When ending a professional call, you should say:

a) "Bye."

b) "Talk to you later."

c) "Thank you for your time. Goodbye."​

10. If you don't know the answer to a question, it's best to say:

a) "I don't know."

b) "I have no idea."

c) "Let me check and get back to you."

Let's Get Practice

How To Handle Telephone Call (Part 2)

 

Mastering Professional Telephone Conversations in English

In today's world, talking on the phone is an important skill. Whether you're answering calls, asking questions, or helping customers, using the right words and being polite can make a big difference.​

This guide will help you feel more confident when talking on the phone in English.

1. Answering the Phone

Begin with a polite and professional greeting. Clearly state your name and, if applicable, your company's name.

Examples:

• "Good morning, ABC Corporation. This is Linda speaking. How may I assist you?"
• "Hello, this is John from XYZ Ltd. How can I help you today?"​

2. Making a Call

When initiating a call, introduce yourself and state the purpose of your call.

Examples:

• "Hello, this is Sarah from Global Tech. I'm calling to discuss our upcoming project meeting."
• Good afternoon, my name is Michael, and I'm reaching out regarding your recent inquiry."​

3. Asking to Speak with Someone

If you need to speak with a specific person, use polite requests.

Examples:

• "May I speak with Mr. Thompson, please?"
• "Could you connect me to the marketing department?"​

4. Putting Someone on Hold

Sometimes, you may need to place a caller on hold. Always ask for their permission first.

Examples:

• "Would you mind holding for a moment while I check that information?"
• "Please hold while I transfer your call."​

5. Taking and Leaving Messages

If the person requested is unavailable, offer to take a message or inform the caller when they can expect a return call.

Examples:

• "I'm sorry, Mr. Davis is currently in a meeting. Would you like to leave a message?"
• "She is out of the office at the moment. Can I take a message or have her return your call later?"​

6. Clarifying and Confirming Information

To ensure accurate communication, don't hesitate to ask for clarification or confirm details.

Examples:

• "Could you please repeat that last part?"
• "Let me confirm: your appointment is scheduled for Thursday at 3 PM, correct?"​

7. Ending the Call

Conclude the conversation politely, summarizing any agreed-upon actions.

Examples:

• "Thank you for calling. If you have any further questions, feel free to reach out."
• "It was a pleasure speaking with you. Have a great day!"

Dialogue 1: Scheduling an Appointment

Receptionist: Good morning, Dr. Smith's office. This is Emily speaking. How may I assist you?​

Caller: Good morning, Emily. This is James Anderson. I'd like to schedule an appointment with Dr. Smith.​

Receptionist: Certainly, Mr. Anderson. Are you looking for a specific date and time?​

Caller: Yes, I was hoping for next Tuesday in the morning.​

Receptionist: Let me check Dr. Smith's schedule. Please hold for a moment.​

(After a short pause)

Receptionist: Thank you for holding. Dr. Smith is available at 10:00 AM next Tuesday.​

Caller: That works perfectly.​

Receptionist: Great. I've scheduled your appointment for 10:00 AM on Tuesday. Is there anything else I can help you with?​

Caller: No, that's all. Thank you very much.​

Receptionist: You're welcome. Have a great day!

Dialogue 2: Asking About a Job Opening

Receptionist: Good afternoon, Tech Solutions. This is Laura. How can I help you?​

Caller: Good afternoon. My name is Sarah Lee. I saw a job ad for a software developer on your website.​

Receptionist: Yes, we have that job opening. Would you like to speak with someone in Human Resources?​

Caller: Yes, please.​

Receptionist: Okay, please hold on.​

(After a short pause)

HR Representative: Hello, this is Mark from Human Resources. How can I help you?​

Caller: Hi Mark, I'm Sarah Lee. I'm interested in the software developer job. Can you tell me how to apply?​

HR Representative: Sure, Sarah. Please send your resume and cover letter to jobs@techsolutions.com.​

Caller: Thank you very much.​

HR Representative: You're welcome. Good luck!

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