Expressions 1
What's the first thing you may say when answering the phone?
Good morning/afternoon/ Hello! (Name) speaking. How may I help you?
You can wait until the last ring to answer the phone. TRUE or FALSE
False. You should answer in the first rings.
If you want to talk to someone else, you say
May/ Can/ Could I speak to...
How can you close a formal call?
Various answers all possible
What you should never do?
Interrupt customers' talk
What would you say if the person that customer wants to talk, is not in the office?
I'm afraid (name) is not here right now.
(or any other option)
What does it mean "I'll put you through" ?
To transfer the call
You should smile when talking to customers. TRUE or FALSE - Why?
True. Because smiling while speaking on the phone makes a detectable difference in your tone of voice.
You're taking a message. Say a whole sentence of how you'd do it.
(various options)
What's a more formal expression for "wait a moment"?
Could you hold on, please
What's something unconfortable you should avoid in a phone call?
Silence (fill the silence)
May I read that information back to you? Is a question for
Confirming information
What would you say if the line is occupied?
I'm afraid the line is engaged
You have to give the client a list of what you're going to do, then a longer timeframe than necessary. Give all information possible of how you manage the requirement.
This is a description of ....
"You're absolutely right to be upset" When can you use this kind of expressions?
This expression works for angry people.