2. PETER of Eastern Enterprises in called: Can't on afternoon because of problem with hotel - no room because of | All other hotels in town full because of Will come on Monday morning Ji OK with you. Please tell him if this change of date is Please call him if you have ideas for on 617 3. called: Staying 2 extra days in and trying to get flight back on Direct flight is full — they’ve put him on May not be back till If not back, please take over at meeting on Tuesday with All info in file on his desk with ’s name on. Please collect O.F. from “Hotel first thing in the morning, Any problem: leave a message at his hotel ) or send fax ( Exercise 7. Fill in the gaps with the following words. automatic call dial dialing tone directory engaged exchange _ operator receiver subscriber's number trunk code Yellow Pages You need to make a telephone 1) Then make sure you have your correspondents number close at hand, Telephone numbers consist of a 2) and a 3) If you don’t know your contact’s number, look it up in the telephone 4) of the 5) The latter contains the telephone numbers of businesses and traders in your area. The next thing you do is lift the 6) and 7) or press the number. You will then hear a 8) If the number is 9) you will hear an engaged tone. Bad iuck, you will have to ring back later. In a company, the first person who answers the phone will often be the 10) He - but still more often: she - will put you through to the person you require. The operator operates the telephone 11) In an increasing number of businesses however manual exchanges are replaced by direct lines or 12) exchanges, Exercise 8, Read this dialogue and choose the best answer: Receptionist: Thank you for phoning Maple Dental Clinic. Sylvia 1) speaks/speaking/cails. How can 1 help you? Thelma: Hi Sylvia. 2) This be/It's/T am Thelma Woods calling. How are you today? Receptionist: I'm fine, Mrs. Woods. How are you? Thelma: Well, actually, I have a bit of a sore tooth. I was hoping Dr. Morris would have some time to see me this week 99Receptionist: I’m 3) afraid/scared/worried he’s booked this week. I can put you in for 2 pm next Tuesday. How does that sound? Thelma: That would be great. Receptionist: I'll have to give you the addr Thelma: Oh, that’s right, you moved. Receptionist: Yes, we moved downtown. Do you have a 4) pen handy/the handy pen/the available pen? Thelma: Could you hold on a 5) buzz/moment/time please. ...Okay, go ahead Sylvia. Receptionist: Okay, we are at 723 Baltic Avenue. Suite 004. Thelma: 6) If you could/Please can you/Would you mind spelling that for me? Receptionist: Sure. That's seven-twenty-three Baltic — B 7) for Bear/as if Brave/as in Bravo, Aas in Alpha, L as in Lima, T as in tango, I as in India, and C. Thelma: OK, great. I'll see you on Tuesday then, Receptionist: OK, 8) Great for/Pleased to/Thanks for calling. See you then. Thelma: Thanks. Bye. s of our new offi Exercise 9, Read this dialogue and choose the best answer: Leslie: 1) Hello?/Hi?/Yes? Cameron: Hi, is this Leslie? Leslie: Yes. 2) Who are you/And you/Who's this? Cameron: It's Cameron here. Is Maria 3) inside/in/where? Leslie: No, she just 4) came/stepped/gone out for a moment. Can I take a message? Cameron: Yes, thanks. 5) Could you/Would you mind/Can you be ask her to meet me at the Capitol 4 movie theatre at 7 pm tonight? Leslie: Sure. Just let me write that down. Oh, Cameron. Could you 6) hold offvholding/hold for a second? I have to take another call Cameron: No problem. Leslie: Hi. Sorry about that. Now could you please 7) say again/repeat/review that information? I didn’t have a pen handy. Cameron: Sure. It's the Capitol 4 theatre at 7 o’clock. Leslie: Okay, I've got it. Is there anything else? Cameron: No, that’s great. Leslie: Okay. Uh-oh, there’s my other line again. I'd better 8) call/run/hang on. Cameron: Okay, thanks again. Bye for now. Leslie: 9) Bye bye/Bye too/See you again Exercise 10. Read this dialogue and choose the best answer: Hostess: Pepi’s Pizza. How can I 1) call/answer/help you? Customer: Hi. I'd like to order a pizza please. Hostess: Okay. I'll have to transfer your call to our take-out department. 2) One/This/A moment please Recorded Message: Thank you for calling Pepi’s Pizza. All of our operators are busy working 3) today/and away/at the moment, Please hold for the next available person Take-out Clerk: Thank you for waiting. Naoko is 4) hear/speaking/talks. Is this for take- 100out or delivery? Customer: Delivery please. Take-out Clerk: Can I have your name and address please? Customer: My name is. Take-out Clerk: Sorry, it’s really busy in here. Could you 5) speak out/speaking/speak up alittle please? Customer: Oh, sure. This is Angie Smith. My address is number two Front Street. ‘Take-out Clerk: Is that an apartment or a house? Customer: It’s an apartment. Number seventeen. Take-out Clerk: Okay. And what would you like to order today? Customer: I'd like a large pepperoni pizza with mushrooms, olives and extra cheese. Take-out Clerk: I'm sorry, my English isn’t 6) better/very strong/easy. Could you slow down a little please? Customer: No problem. That’s a large pizza. ‘Take-out Clerk: Large pizza. Okay. Customer: And I'd like it with pepperoni and mushrooms. Take-out Clerk: Pepperoni and mushrooms. Is there anything else? Customer: Yes, olives and extra cheese please. Take-out Clerk: Okay. I’ve 7) got your message/got information/got it all down. Customer: Great. And how long will that be? Take-out Clerk: It will be about thirty minutes, Miss Smith, Customer: And how much will it cost? Take-out Clerk: Um...could you please 8) hold off/holding/hold on while 1 check with the kitchen? Customer: Don’t worry about it. I have to go. I have another call 9) came/to come/coming through. Thank you. Bye for now. Take-out Clerk: Okay. Thanks for calling. Bye. g ‘Exercise 11. It isn't always easy to understand people over the phone. You'll hear some orders being placed but each caller is talking quickly or unclearly. Listen carefully and work out what the callers are saying. Tick (¥) the information that is given 300 kilos of white mice 300 kilos of white rice 18 cents per kilo 80 cents per kilo 2 boxes striped pyjamas, 2 boxes ripe bananas £115 per box £150 per box The total price is 4,295 francs ‘The total price is 4,259 franes. Our phone number is 456894. ‘Our phone number is 456984. 40 kilos @ £14 per kilo 14 kilos @ £40 per kilo Order number: GI 404 Order number: JG 404 90 items will cost $500 500 items will cost $900 Item code: RAE 7 Item code: AEI 77 101Exercise 12. Put your chairs back to back and practice speaking on the phone. Work in groups of two. You will be taking in turns to role-play a phone call. Read the following instructions: Student A. You are Mr/Ms, Peterson, in charge of shipping customers’ orders and answering queries about delayed shipments. These orders have been held up for the reasons given: * ARG 4581 — delay due to rejection by Quality Control. Revised shipment date: 30" of this month. * RAJ 4581 — delay due to staff sickness in Production Dept. Revised shipment date some time next week. Air freight at no extra charge. Student B. You are Mr/Ms. LaRue, a customer. You are the caller. * Call Mr/Ms, Peterson to find out whether the goods you have ordered have been dispatched yet. * The order number date you placed the 16. Tf they haven't hinwher to hurry them * Ask exactly when you goods to arrive. If can eall you back with (023 1550 extension was RAJ 4581. The order was January been sent, try to get up. can expect the necessary, he/she this information 018). 102