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TELEPHONE CALLS

OP:	Good morning, may I help you?

You:	Good morning. This is Mr/Ms … from ….(name of the Company). I would like to speak to the head of the International Operations Division, please.

You:	Good morning. This is Mr/Ms … from … (name of the Company). I would like to speak to Mr/Ms …, please.

OP:	Just a minute. I’ll put you through.

You:	Thank you. I’ll hold on.

OP:	I’m sorry, he/she’s not answering. Could you call back later?

You:	Yes, but could you please tell him/her that Mr/Ms… from …. (name of the Company) called?

OP:	I’ve got it.

You:	Thank you and goodbye.

OP:	Bye.

You

OP

PP

Operator within the partner’s company

Potential partner

1) No answer

2) Answer

PP:	Mr/Ms … speaking. Can I help you?

You:	Good morning Mr/Ms …. my name is …. and I’m calling from the …(name of the Company). Our company works in the field of international projects financed by the EU/other international donors/other financing institutions. I’m calling you because we are currently looking for partners to be involved in an international project in the …sector.

PP:	That sounds interesting, Mr/Ms …. Could you give me more details about the project in relation to the beneficiary country and the activities to be implemented?

You:	The project is within the framework of the name of the programme and the beneficiary country is …. The aim of the project is to create …I could fax you the procurement notice/other specific documents related to the project immediately, in order to give you further information, such as the deadline for the submission of the expression of interest.

PP:	Thank you Mr/Ms …. I look forward to receiving it.

I’ll discuss it with my top manager and I’ll send you our reply by tomorrow.

You:	Thank you very much for your time, Mr/Ms …, and should you need any clarifications, do not hesitate to contact me.

PP:	All right. Bye.

3) Asking for clarifications

OP:	- Who would you like to speak to?

Do you know his/her name/direct number?

What does your call concern?

I’m sorry, could you repeat please?

What’s your name?

Could you spell it, please?

Could you tell me your telephone number, please?

You:	- What’s his/her name, please?

What’s his/her number/extention?

What’s the best time to call him/her?

What time can I call him/her back?

Do you know when Mr/Ms … will get back to the office?

Could you tell me what time he/she will be back?

4) Holding the line

5) Taking/leaving a message

OP:	- I’m afraid Mr/Ms …is busy

I’m afraid Mr/Ms … is on the other line.

I’m sorry, Mr/Ms … is away on business.

I’m sorry, Mr/Ms … is not answering at the moment.

I’m sorry, Mr/Ms … is in a meeting right now.

Would you like to hold or would you prefer to call back later?

Could you call back later/in an hour/next week?

Would you like to speak to his/her secretary?

Could you hold on, please?

Just a minute please. I’ll put you through immediately.

Just a moment please. I’ll look up his/her number in the phone directory.

Hold the line/hold on, please. I’ll put you through.

You:	- Could you put me through to Mr/Ms …, please?

Yes, I’ll hold on. Thank you.

No, thank you. I can’t hold, I’ll call back later.

immediatly.

OP:	- Would you like to leave a message for him/her or can he/she call you back later?

I could take a message for him/her, if you want.

Can I take a message?

Can I have your name and telephone number, please?

I’ll see that he/she gets your message.

You:	- I’d rather leave a message

Could I leave a message?

Could you tell him/her I called?

Could you please tell him/her that Mr/Ms … called?

Could you ask him/her to call me back, please? My telephone number is…

Could you ask him/her to call me back on …

I’d rather call back in a few minutes/later.

6) Final regards

Thank you and goodbye.

I’m happy I managed to speak to you. You’re always so busy!

See you soon.

It’s very kind of you.

Thank you for your time.

I look forward to hearing from you soon.

If you have any problems/should you need any further information, do not hesitate to contact me.

I look forward to establishing a profitable business relationship with your company.

I do hope we will be able to create close and lasting relations with your company in the future.

I’m sorry. I can’t hear you very well.

Could you speak louder/more slowly/in a low voice, please?

Hello. Can you hear me?

Sorry, I can’t hear anything. Could you call again/dial the number again?

We’ve been cut off.

Could you hang up and call me back?

All right, I’ll hang up.

Could you repeat that, please?

I’m sorry. I don’t understand. Could you explain that?

I beg your pardon, what name did you say? How do you spell it?

7) Problems of hearings and comprehension

Telephone Call

CIARLO

2001-03-13

CustoM

EUROMASTER