Lesson 11: Telephone Conversation Continue

Part 1: Leaving a Message (Cont.)

A telephone should contain these four parts:
1. Greeting
2. Company’s name
3. Answerer’s name
4. Offer to help

But depending on the situation, sometimes some of the things are being omitted.

When we are taking or leaving a message, we should include as much information as possible:

· The date and time of the call
· The full name of the person calling (ask for correct spelling)
· The company the caller is from
· The phone number and time available to call back
· The purpose of the call (message)

From last class:
· Can I take a message?
· Would you like to leave a message?
- Yes, please.
- No, it’s OK. I’ll call back later.
· Who should I say the message is from?
· Could you spell that, please?
· What company are you from?
· What number are you calling from?
- I’m calling from _________________. My number is
____________________.
· What’s the message?
· Would you repeat that, please?


Other helpful phrases:

· How can he/she get in touch with you?
· How can he/she get in a hold of you?
· How can he/she get in contact with you?
· Your number, please?
- He/she can reach me at _______________________.


Listening activity: Listen and answer the following:

Justin Thomas is with Trivesco, a major shipyard, or maker of ships. He is calling Sylvie Peterson at Daneline, a shipping company. Sylvie is a sales and purchase (S&P) broker. A broker is a middleman or negotiator. Sylvie specializes in negotiating the purchase of “newbuildings” or newly built ships. Amy, the receptionist, answers the phone.

Bad Example:

1. Does Amy answer the phone professionally?
2. Is Justin prepared?


Good Example:

1. How does Amy answer the phone?
2. What is Mark calling about?
3. How does Amy make sure that she has got Mark’s correct phone number?


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When we are taking a message, there are 3 steps:

1. Acknowledgement
2. Checking back
3. Asking for correction


Acknowledgement:

· I see
· O.K.
· Uh Uh ,etc.


Checking Back:

· Name, company, message
· What is this call about?
- This is John Smith from LiverTech calling about the
appointment next week….
- Calls can be about sales, contract, rescheduling an
appointment, tell that person that someone had called
him/her, etc.


Asking for Correction:

· Is this correct?
· Is that right?
· Have I got that right?


If there is a mistake:

· Instead of _______________, it should be
__________________.


Promising Action:

After the taking the message, you should says that he or she will pass the message on to the person that you want to notify….

· I’ll have him/her call you back.
· I’ll tell him/her to call you back.
- Should/shall I have him/her call you back?
- Would you like him to call you back?
· I will make sure that he/she gets your message.
· I will give your message as soon as he/she comes back.
· I will pass your message on.


Also, after taking the message, you should ask to see if he or she have more requests:

· Can I do anything else for you?
· Is there anything else I can help you with?


And please be polite- say your thank you…or…..have a good day.


Last point:

· Let the caller hang up first…..


Sample Dialogue:

Secretary: Hello, Pacific Rim Trading Company. How can I how you?

Caller: (introduction of yourself, asking to speak to Mr. Rick Johnson)

Secretary: I’m sorry. But Mr Johnson is tied up in a meeting right now.

Caller: (ask if you can leave a message)

Secretary: Sure.

Caller: (tell Mr. Johnson that you have call him
and ask him to call you back)

Secretary: May I have your name please?

Caller:

Secretary: What company are you from?

Caller:

Secretary: Could I have your number please?

Caller: Yes, it’s 339-3569

Secretary: I see, so this is _________________from _________________calling leaving a message to ask Mr. Johnson to call him back. Am I correct?

Caller:

Secretary: OK. I will make sure that I will pass the message on to Mr. Johnson when he gets back.

Caller:

Secretary: Is there anything else I can do for you?

Caller: No, thank you very much. Bye.

Secretary: See you. Mr. ________________. Have a nice day.


Part 2: Returning a Call

When returning a call, you can say…..

First, greetings

Then,
· This is _____________________returning you call.
· Yes, Mr. ___________________. Thanks for calling back.


Then, you can move on to your conversation….


Part 3: Business Letter- Confirmation Letter

Sometimes when we make a deal about sales on the telephone, we will write confirmation letter to offer another opportunity to mention the qualities of the product and make contact with the customer.

The letter should be…

· Did you use a positive tone?
· Does the letter sell itself?
· Did you introduce the topic of the letter in the first part?
· Did you mention the recipient’s accomplishment or
benefit early?
· Did you include all of the necessary details for the client
such as date, time and place of appointment?
· Did you include a telephone number so the client can
reach you?
· Did you take the initiative in the letter for the action
you desire?
· Did you include all background information, added
service or details necessary in the second part of the letter
so the client understands the letter?
· Did you summarize, thank or recongratulate in the last
part of the letter?
· If you received the letter, would you do what you are
asking the recipient to do?

Sample Confirmation Letter:

Mom’s Magic
1121 Elm Avenue
Joplin, MO 64804

June 18, 20XX

Ellen Rhymer
Make Believe Catalog Company
P.O. Box 5217
Amity, OR 97101

Dear Ms. Rhymer:

Thank you for your order of 200 Treasure Trunks from
Mom’s Magic. I believe you will be very satisfied with the
quality of costume pieces included in each. It is this quality
which makes my imaginative play apparel so unique.

As we discussed, I will be shipping 125 storybook trunks
and 75 professional trunks to be received no later than
August 1. I will be contacting you the week of October 1 to
determine if additional trunks are needed. If you need to
place an order before then, please call me at 913-555-6215.
Thank you again.


Sincerely,

Signature

Jennifer Lewis


Activity: Please find the following statement in the confirmation letter

· Confirmation
· Details
· Benefits
· Complimentary close


Maximum Sales, Inc.
555 West Access Road
Columbia, MO 65217

March 14, 20XX

Andrew Roberts, President
University Sports
468 Baltimore
Kansas City, MO 64105


Dear Mr. Roberts:

This is to confirm your phone order made March 14 for 10,
50-count cases of mini-flying disks in fluorescent colors
(green, yellow and pink) to be delivered no later than May 1,
20XX. Your logo, a copy of which is enclosed, will be
printed on each disk in black ink.


Thank you for placing an order with Maximum Sales. I
understand that these flying disks will be included in the
registration packets of all participants at the Mid-America
Soccerama scheduled for Memorial Day weekend. I believe
you will be pleased with the increase in sales and name
recognition that will result due to this marketing promotion.


We look forward to being of service to you in the future.


Sincerely,

Signature

Lisa Nixon
Sales Consultant



Role Play:
Taking a Message


Idiom of Lesson 11:

Tight spot
Close the books
In the black
In the red