In this lesson, we are going to look at the topic of talking on the phone. Specifically we will look at talking on the phone when you are answering the phone at a company.
You need to know the type of call and the vocabulary associated with that call. We are going to look at 3 types of calls today: 1. Someone calls to speak to a particular person, 2. A call where they are trying to sell your company a product that you don't want and 3. Someone calls for information.
Let's look at the first type: Someone calls to speak to a particular person.
HERE IS A SAMPLE SCRIPT, 1: In this script the caller asks for a particular person and that person CAN talk.
A: PHONE RINGS and a person calls:
B: Good morning, Georgia Tech Language Institute. How may I help you?
A: This is Karen Peterson. I’m calling in regards to your ESL program. May I speak with Mr. Stevens? B: May I place you on hold while I see if he is available?
A: Sure.
B: Ms. Peterson. I will connect you now.
Please notice the vocabulary used to answer the call. That is part B:
B: Good morning, Georgia Tech Language Institute. How may I help you?
B: May I place you on hold while I see if he is available?
B: Ms. Peterson. I will connect you now.
Now, let's look at another call where the person CAN'T talk. Either the person is out of the office or not available. SAMPLE SCRIPT 2:
A: PHONE RINGS and a person calls:
B: Good morning, Georgia Tech Language Institute. How may I help you?
A: This is Karen Peterson. I’m calling in regards to your ESL program. May I speak with Mr. Stevens? B: I'm sorry he's not in. May I take a message?
A: Yes, could you tell him that I called? My number is 888-392-2919.
B: That's 888-392-2919. Ms. Peterson, I will let him know you called or I'll give him this message.
Please notice the vocabulary used to answer the call. That is part B:
B: Good morning, Georgia Tech Language Institute. How may I help you?
B: I'm sorry he's not in. May I take a message?
B: That's 888-392-2919. Ms. Peterson, I will let him know you called or I'll give him this message.
Now let's look at type 2. This is a call where another company or person is calling and wants your company to buy something.
SAMPLE SCRIPT: spam call
A: PHONE RINGS:
B: Good morning, ABC Company. How may I help you?
A: This is ______. May I speak with_____________?
B: Can I ask what this is in regards to?
A: I would like to share a great product that could help your company.
B: Thank you but we’re not interested at this time. Goodbye. Thank you.
A: Can I send you some information?
B: No, thank you. We're not interested. Have a good day. Goodbye.
We'll not look at type 3. This is a call where the caller is asking for information.
SAMPLE SCRIPT: Asking for information.
A: PHONE RINGS:
B: Good morning, ABC Company. How may I help you?
A: This is Mrs. Adams. I'm calling to find out more information about your services.
B: You need to speak with Mr. Garcia. Let me connect you.
A: Thank you.
B: My pleasure.
We just looked at 3 types of scripts for answering a phone call at a company.