15 - Seb Lime
Language for talking on he phone
Anna has been told to improve her telephone manner and has welcomed some friendly and useful advice from Denise. They practise some mock phone conversations but Anna receives a real call with a request of a personal nature. How is Anna going to respond? Will her telephone manner be up to the challenge?
Intermediate · 161012 · 2016-10-12
Anna has been told to improve her telephone manner and has welcomed some friendly and useful advice from Denise. They practice some mock phone conversations but Anna receives a real call with a request of a personal nature. How is Anna going to respond? Will her telephone manner be up to the challenge? Language for talking on he phone This episode focuses on how to talk to a business client on the phone.
1. Hello? Tip Top Trading. This is Anna speaking.
BBC UK: Hello? Tip Top Trading. This is Anna speaking.
2. Hello? Anna speaking.
BBC UK: Hello? Anna speaking.
3. Hello Mrs. Smith, how can I help you?
BBC UK: Hello Mrs Smith, how can I help you?
4. Hello Mrs. Smith, how are you?
BBC UK: Hello Mrs Smith, how are you?
5. I'm really sorry, he's not available at the moment. Can I take a message?
BBC UK: I'm really sorry, he's not available at the moment. Can I take a message?
6. I'm afraid he's busy - should I ask him to call you back?
BBC UK: I'm afraid he's busy - shall I ask him to call you back?
7. Thank you for calling, goodbye.
BBC UK: Thank you for calling, goodbye.
1. Anna
(answering the phone) Yes?
BBC UK: (answering the phone) Yes?
2. Denise
Stop! That's all wrong. I'm going to call you again. This time...
BBC UK: Stop! That's all wrong. I'm going to call you again. This time…
3. Narrator
Hello. Here we are in the middle of a telephone training session with Denise and Anna. What fun!
BBC UK: Hello. Here we are in the middle of a telephone training session with Denise and Anna. What fun!
4. Denise
...this time, you don't say 'yes' when you answer, it's rude. Call me and I'll show you how it's done. (sound of 4-digit dialling, then phone rings) Hello? Tip Top Trading.
BBC UK: …this time, you don't say 'yes' when you answer, it's rude. Call me and I'll show you how it's done. (sound of 4-digit dialling, then phone rings) Hello? Tip Top Trading.
5. Anna
Wow, that’s good.
BBC UK: Wow, that’s good.
6. Denise
And, you can say your name. Hello? Tip Top Trading. Denise speaking. Try it. (dialling, then ring)
BBC UK: And, you can say your name. Hello? Tip Top Trading. Denise speaking. Try it. (dialling, then ring)
7. Anna
Hello? Tip Top Trading. Denise speaking.
BBC UK: Hello? Tip Top Trading. Denise speaking.
8. Denise
No!
BBC UK: No!
9. Anna
What?
BBC UK: What?
10. Say
"Anna speaking!"
BBC UK: "Anna speaking!"
11. Anna
Oh, sorry, I'm so stressed by all this. Hello Anna speaking.
BBC UK: Oh, sorry, I'm so stressed by all this. Hello Anna speaking.
12. Denise
You sound like you're sitting on a pineapple. Listen to my voice: Hello? Denise speaking.
BBC UK: You sound like you're sitting on a pineapple. Listen to my voice: Hello? Denise speaking.
13. Anna
Hello? Anna speaking.
BBC UK: Hello? Anna speaking.
14. Denise
Good. Now, when the person has introduced themself - this is Mrs. Smith or whatever, say: Hello Mrs. Smith, how can I help you? Or, if you know them already, you might say: Hello Mrs. Smith, how are you?
BBC UK: Good. Now, when the person has introduced themself – this is Mrs Smith or whatever, say: Hello Mrs Smith, how can I help you? Or, if you know them already, you might say: Hello Mrs Smith, how are you?
15. Anna
Okay, what if Mrs. Smith wants to speak to Tom but he's not there?
BBC UK: Okay, what if Mrs Smith wants to speak to Tom but he's not there?
16. Denise
You say: "I'm really sorry, he's not available at the moment. Can I take a message?" Or: "I'm afraid he's busy, should I ask him to call you back?"
BBC UK: You say: "I'm really sorry, he's not available at the moment. Can I take a message?" Or: "I'm afraid he's busy, shall I ask him to call you back?"
17. Anna
Okay.
BBC UK: Okay.
18. Denise
And, to end a conversation, you can say: "Thank you for calling, goodbye." Let's do another practice! (phone rings)
BBC UK: And, to end a conversation, you can say: "Thank you for calling, goodbye." Let's do another practice! (phone rings)
19. Anna
Hello? Tip Top Trading.
BBC UK: Hello? Tip Top Trading.
20. Denise
Hello, this is Mrs. Smith.
BBC UK: Hello, this is Mrs Smith.
21. Anna
Hello Mrs. Smith, how can I help you?
BBC UK: Hello Mrs Smith, how can I help you?
22. Denise
I'd like to speak to Tom please.
BBC UK: I'd like to speak to Tom please.
23. Anna
I'm really sorry, he's not available at the moment. Can I take a message?
BBC UK: I'm really sorry, he's not available at the moment. Can I take a message?
24. Denise
That's okay, I'll try again later.
BBC UK: That's okay, I'll try again later.
25. Anna
Okay. Thank you for calling, goodbye.
BBC UK: Okay. Thank you for calling, goodbye.
26. Denise
Excellent! (phone rings) Oh!
BBC UK: Excellent! (phone rings) Oh!
27. Anna
How did you call me without dialling?
BBC UK: How did you call me without dialling?
28. Denise
I didn't, that's a real call!
BBC UK: I didn't, that's a real call!
29. Anna
Oh no, I'm all nervous now. Hello? Tip Top Trading. This is Anna speaking.
BBC UK: Oh no, I'm all nervous now. Hello? Tip Top Trading. This is Anna speaking.
30. Mr. Lime
Hello Anna, this is Seb Lime.
BBC UK: Hello Anna, this is Seb Lime.
31. Anna
Sublime?
BBC UK: Sublime?
32. Mr. Lime
Mr. Lime from Citrus Ventures. But I think we should be on first name terms now, so call me Seb.
BBC UK: Mr Lime from Citrus Ventures. But I think we should be on first name terms now, so call me Seb.
33. Anna
Okay, er, Seb. How can I help you?
BBC UK: Okay, er, Seb. How can I help you?
34. Mr. Lime
I just wanted to say again that your Imperial Lemon is fantastic... and I was wondering if you'd like to do lunch with me sometime?
BBC UK: I just wanted to say again that your Imperial Lemon is fantastic... and I was wondering if you'd like to do lunch with me sometime?
35. Anna
Lunch? Uh...
BBC UK: Lunch? Er...
36. Narrator
I knew it! Mr. Lime is interested in more than just your lemons!
BBC UK: I knew it! Mr Lime is interested in more than just your lemons!
37. Anna
Would you like to discuss the Imperial Lemon?
BBC UK: Would you like to discuss the Imperial Lemon?
38. Mr. Lime
Forget the lemons Anna! The reason I want to see you is more of a personal nature.
BBC UK: Forget the lemons Anna! The reason I want to see you is more of a personal nature.
39. Anna
Personnel? Uh... Can I call you back? I'm afraid I'm a bit busy at the moment...
BBC UK: Personnel? Er... Can I call you back? I'm afraid I'm a bit busy at the moment...
40. Mr. Lime
...bbbut...
BBC UK: …bbbut…
41. Denise
Well Anna! Mr. Lime eh?
BBC UK: Well Anna! Mr Lime eh?
42. Anna
Oh dear Denise, I think I need a bit more help from you. He wants to talk about personnel...people, staffing...
BBC UK: Oh dear Denise, I think I need a bit more help from you. He wants to talk about personnel…people, staffing…
43. Denise
Are you sure? I think he means a personal nature, not personnel! That Mr. Lime!
BBC UK: Are you sure? I think he means a personal nature, not personnel! That Mr Lime!
44. Anna
Oh!
BBC UK: Oh!
45. Narrator
Mr. Lime indeed. Anyway, Anna had an excellent phone manner. Let's hear those phrases again: Hello? Tip Top Trading. This is Anna speaking. Hello? Anna speaking. Hello Mrs. Smith, how can I help you? Hello Mrs. Smith, how are you? I'm really sorry, he's not available at the moment. Can I take a message? I'm afraid he's busy - should I ask him to call you back? Thank you for calling, goodbye. But how is Anna going to handle Mr. Lime's request? I can't wait till next time! Bye!
BBC UK: Mr Lime indeed. Anyway, Anna had an excellent phone manner. Let's hear those phrases again: Hello? Tip Top Trading. This is Anna speaking. Hello? Anna speaking. Hello Mrs Smith, how can I help you? Hello Mrs Smith, how are you? I'm really sorry, he's not available at the moment. Can I take a message? I'm afraid he's busy – shall I ask him to call you back? Thank you for calling, goodbye. But how is Anna going to handle Mr Lime's request? I can't wait till next time! Bye!
Question
What does Seb Lime want Anna to do?
Answer
To go for lunch with him.