R: Good morning. ABC company. Marisol Espinoza speaking. How can I help you?

C: Good morning.. (company). …. speaking. Can I speak to Mr. Thomas, please?

R: Sorry, He isn't available at this moment because he is on a business trip.
Would you like to leave a message?
C: Yes, please tell him to meet me at the airport at 8 o'clock tonight(pm).
R: Sure. Could you spell your last name?
C: Yes, it’s R-O-M-E-O / E-S-P-I-N-O-Z-A
R:Right. Could you leave your telephone number, please?
C: Yes, it’s ** 11-2121-4242
R:Ok, let me check it. you are Mr Romeo of Toyota and your telephone number is
11-2121-4242
C: Yes, that`s right.
R: Let me read the message back to you… You want Mr. Thomas to meet you at airport at 8
tonight. Is that correct?
C: Yes, it is. Thank you for your time. Bye.
R:. Bye.
 Receiver Caller
(Greetings) Bell Bags (offer help) (Greeting) (Ask for Teresa Volpe)
(Say you are Teresa Volpe) (Say who you are) (Say you are returning
her
call)
Oh good! (Explain you want to buy some (Say you have many different
luggage to sell in your shop) products-Give
characteristics-Explain there are discounts)
(Explain how many you want to order. Ask (Explain quantity, discount and payment)
about forms of payment)
(Ask about delivery date) (Answer) (Explain you need a mail, a
written
order)
(Say there's no problem) (Promise order (Thank and hang up)
and
follow up)

R: Good morning. Bell Bags Company. How can I help you?

C: Hello. Can I speak to Teresa Volpe, please?
R: This is Teresa Volpe
C: It’s Marisol Espinoza of ABC company. I’m returning your call.
R: Oh good! I called you because I want to buy some luggage to sell in my shop.
C: Great! We have a huge quantity of luggage, for example: hand luggage,travel luggage
and more. There are different colors, sizes, prices too .
We offer a 10% of discount on a minimum of 40 items.
R: Ok. I would like to order 100 hand luggage in assorted colors.
also, I would like to know about the terms/forms of payment
C: well, For one hundred (100) luggage you get a 15% of discount, but it only applies with
cash payment (AVERIGUAR)
R: Perfect. COULD it be possible for you to send the goods at the beginning of January?
C: Well, it could be possible. I would need you to send me a written order by email to confirm
your purchase,please.
R: Sure, there is no problem. I’ll send you the order as soon as possible.
C: Bye. Thank you for your time.
R: Goodbye.
 R: Good morning, Bell Bags company, how can I help you?
C: Good morning, can I speak to George Sears, please?
R: I`m sorry, but he is not at the office. Would you like to leave a message?
C: No, thank you. But.. Can I speak to Teresa Volpe, please?
R: Yes, I will transfer your call. one moment,please.

R: It’s Teresa Volpe here. How can I help you?

C: Hi Teresa, this is Tim Wyatt. W-Y-A-T-T. I would like to contact Mr. sears regarding the
electronic devices he had offered me.
R: Ok, I can help you. Could you tell me the product numbers and characteristics?
C: Yes, the product number is 1223 and the characteristic is standard.
I would like to know about prices and discounts.
R: Ok, one moment, the price is 200 dollars, and we could offer you a 10% of discount.
, We deliver every morning between 8 a.m and 12 p.m and the transport cost depends on
your address
C: well, I’ll place the order as soon as possible.
R: ok, thanks for calling! Goodbye
C: Thank you for your time, bye!
R: Good morning.
C: Hello. [Company name]. [Mr/Ms] [surname] speaking.
R: Hello,peugeot. Marisol Espinoza speaking . how can I help you?
C:I’m calling to make an appointment with you because I
would like to suggest a business opportunity.
R: Oh, it would be great. I’m interested for hearing your proposal.
C: Which/When/ what day and time would be convenient for you?
R: Does [Monday at 2 o`clock] suit you?
C: That's fine. Where would It be?
R: Ok, great. It would be at my office in Palermo.
C: Ok, great. So that’s Monday at two o’clock at your office.
R: Ok. Thank you for calling.
C: Ok. thank you for your time.
R: Good morning, Supercar, Marisol Espinoza speaking. How can I help you?
C: Good morning. I’m calling to know about your car rental prices.
R: Right, could you tell me your name?
C: This is *** of ABC company.
R: Ok, Could you spell your last name please?
C: Of course, It’s ***
R: Ok, I will transfer your call to the rental department. One moment, please.

R: Rental department, Alexa speaking. How can I help you?

C: Good morning. I want to know about your car rental prices.
R: Sure,one moment, what type of car are you looking for?
C: I’m looking for black van
R: Ok, when will you need the van?
C: It’ll be next Friday.
R: Ok. It costs 50 dollars per day.
C: Ok. I’d like to make a reservation,please.
R: Ok, so your name is ** and you want to make a reservation for a van for next Friday.
Could you leave your telephone number, please?
C: Yes, it’s ** 11-2121-4242
R: Let me check it, your telephone number is ** 11-2121-4242
C: Yes, it’s correct. Thank you for your time.
R: Ok, Good bye!. thanks for calling
R: Good morning. ABC company..Marisol Espinoza speaking. How can I help you?
C: Hello. Can I speak to Mr. Black from the Sales Department, please?
R: One moment, please. I’ll transfer your call to the Sales Department with Mr. Black

R: Mr. black speaking.

C: Hello. Mr. Black. … Speaking.
R:Hello, Mr/Ms ….. How can I help you?
C: I´m calling to change our meeting's day. I’m sorry but I have an urgent business trip next
Monday.
R: Ok, there is no problem . Let me check my schedule,
mmm Does next Friday at 10 O’clock suit you?
C: Friday at 10 sounds good.
R: Ok. So, We reschedule the meeting for next Friday at 10 O’ clock at the same place.
Thanks for calling.
C: Sure. Bye!. Thank you for your time.
R: Bye!
R: Good morning. spare parts supplier of mercedes benz. Marisol Espinoza speaking
How can I help you?
C: Hello. This is xxx, purchasing manager of Arguan.
Can I speak to the sales manager, please?
R: Of course, I will transfer your call to the sales department.
One moment please.

R: This is alexa, The Sales Manager of Mercedez Benz.

Good morning. How can I help you?
C: Hello xxx. I’m calling to cancel our appointment next thursday. I’m really sorry but I have
an urgent business trip we could reschedule our appointment,please.
R: Ok, there is no problem. Which day would be convenient for you, Tuesday or Wednesday?
C: Let me check my schedule. Does Wednesday at 10 AM suit you?
R: Mmm, I’m sorry I am busy in another meeting at 10 am, but I’m free after lunch.
C: No problem. That sounds good. Next Wednesday at 3 PM in my office,
would it be convenient for you?
R: OK, it is great. I will be there. Thank you for calling.
see you next Wednesday.
C: Thank you for your time. See you next wednesday. Goodbye!
 CALLER RECEIVES CALL
Riiiinnngggg! Answers the call (pm)
Identifies Co.
Greets (pm) Ask please to wait a moment. Says he/she
Ask for the person in charge of sales I’ll
department. put through.
Person in sales department answers and
identifies him/herself.
Greets the person (Sales Greets caller.
Dep.) Identifies him/herself Offers what he/she can do.
and Co.
(Describes the company related to
computers)
Explains that if he/she has time would Appreciates the
like to describe products and services. call Excuses
States specialty: accounting software him/herself
Explains they bought some last week.
Insist on describing the products, perhaps.. Greeting angry say he/she´s not
interested.
Accepts, but… offers to send latest Thanks the caller, will appreciate
catalogue. the catalogue.
Greets.
End the call.
End the call.

R: Good evening. ABC company

C: Good evening. Could I speak to the person in charge of sales department.
R: One moment please. I will put you through the Sales manager.

R: It’s alexa here, Sales manager of ABC company.

C: Hello xxx. This is xxx from Wetcome. We are a company that offers a lot of
services and products related to computers.
R: Hello xxx, how Can I help you?
C: If you have a moment , I would like to tell you about our wide selection of products.
Especially, I would like to tell you about our accounting software.
R: I appreciate your call, but I’m sorry to tell you that we bought an accounting software last
week.
C: But if you could hear me for a few minutes, perhaps you ….
R: I’m really sorry but I’m not interested in your products.
C: Ok. Anyway, I would like to send our latest catalogue.If you needed any information about the
product,do not hesitate to contact me again.
R: really thanks for calling , I will appreciate the catalogue. I will see it. Goodbye!
C: Bye
 CALLE RECEIV
R ER
Riiiiiinnnnng! Identify him/herself
Greets and identifies him/herself and Co. Greets the caller.
Offers help
Gives reason for calling: arrange Shows interest and accepts.
meeting regarding the joint export of
furniture talked about week before.
Consults if the next week is convenient.
Sounds satisfied. Answers he/she is free only on Thursday.
Asks about best date.
Very satisfied; free all day except for lunch, Suggests 3 PM
Inquires probable time.
Finds no objection to this time. Agrees to see him/herself on Thursday at
3pm.
Thanks the call.
Look forward to the Greets.
meeting. Greets. Ends the call.
Ends the call.

R: Marisol Espinoza speaking.

C: Hello. This is xxx of ABC company..
R: Good morning xxx. How can I help you?
C: I’m calling to arrange a meeting regarding the joint export of furniture which we talked about last week.
Would next week be convenient for you?
R: I’m really interested in the joint export of furniture.
Next week is fine.
C: Sounds good. Which day would be convenient for you?
R: I’m free only on Thursday.
C: It’s OK. I’m free all day except for lunch.
What time do you prefer?
R: well. Does Thursday at three p.m suit you?
C: There is no problem for me.
R: Fine, I’ll see you on Thursday at 3 PM.
Thanks for calling.
C:I Looking forward our meeting you. see you! good bye!
R: see you ! Bye.
 CALLER RECEIVER
Riiiingggg! Identifies the Co. (Shipping).
Offers help
Asks to speak to the person in charge of Asks to wait.
shipping rates.
Greets (Person in charge of shipping rates)
Identifies him/herself
Greets. Identifies him/herself and Co. Answers certainly.
Says he/she wants information on shipping Asks what exactly he/she would like to
rates. know.
Firstly, if shipping rates include Responds both yes/no. Explains normal
insurance charges. insurance is included.
Adds special insurance is paid extra.
Mentions example: in case ship sinks.
Asks if the answer is satisfactory.
Answers it is. thanks, and consults if bulk Excuses him/herself. Asks please to
shipments have special rates. repeat.
Repeats question Answers affirmatively. And adds they give
10%
discount on large shipments.
Satisfied, considers the information Appreciates. Ends the call
enough.
Thanks for it.

R:Good morning. Blue logistics. How can I help you?

C: Hello. Can I speak to the person in charge of shipping rates?
R: One moment please. Let me see if someone is available to transfer your call...

R: Good morning, pricing . alexa speaking.

C: Hello. This is xxx of ABC company. I work in the foreign trade department. I'm calling
because I want to know about the shipping rates.
R: Certainly. What exactly would you like to know?
C: well.Firstly, I would like to know if the shipping rates include insurance charges.
R: Yes. Our insurance covers risk of loss or damage to the goods during the carriage. It's
only a minimum cover.
For example, in case of ship sinks it'll cover the cost of the goods.
If you need a special insurance, the cost depends on riks. I can make a quotation for you.
you should tell me the origin port, destination port, means of transport and description of
goods.
Please let me know if my reply to your question is satisfactory.
C: Yes, you replied to my question. Thank you.
Could you tell me if bulk shipments have a special rate?
R: Sorry, I couldn't hear you. Can you repeat the last part, please?
C: Yes,Of course. Could you tell me if bulk shipments have a special rate?
R: Yes, you're right. In fact, we'll give a 10% discount on large shipments.
C: OK, I consider I have all the enough/ necessary information
Thank you for your time.
R: OK, I hope I have been of some assistance to you.
Thanks for calling. Bye.
 CALLER RECEIVER
Riiiing! Answers call.
Identifies Co. (Spare part
Supplier) Offers help
Identifies him/herself. Accepts to pass the call.
Job Position (Purchasing
Manager- Car Factory)
Asks for Sales Manager
Sales manager, (identifies him/herself and
his
position)
Greets the caller
Greets speaker. Asks the reasons for the meeting.
Gives reasons for calling. Wants to
ask for a meeting.

The Co. is looking for new suppliers. He/she says it is possible to arrange one
He/she needs information about the but
products and other conditions. suggests sending a catalogue and price list
first.
Says he/she could send them via mail.
Asks for
an e-mail address.
Accepts the offer. Check the e-mail address.
Gives the e-mail address Suggest a further call after receiving the
information.
Appreciates the speaker’s attention. Thanks the caller.
Ends the call Ends the call.
R: Good morning, spare parts supplier of Peugeot. How can I help you?
C: Hello. This is xxx, the purchasing manager of Arguan.
Can I speak to the sales manager,please?
R: Ok, I will transfer your call to the sales department. one moment, please.

R: alexa speaking, sales manager of Peugeot . Good morning. How can I help you?.
C: Hello xxx. I’m calling for the products you have offered me.
I would like to arrange a meeting.
R: What kind of products would you like to discuss?
C: Well, I comment you. the company is looking for new suppliers.
We’d like to see your products and discuss terms of payment, discounts, transport.
R: Ok, it is possible to arrange a meeting.
But first, I would like to send a catalogue and price list by email
.Could you leave me an email,please?
C: Sure, thank you. It’s xxxxx@arguan.com (punto: dot - arroba: at)
R: Ok. Let me check it back to you. It is xxxxx@arguan.com.
Once you received the information,If you need further information or any question, do not
hesitate to contact me again.
C: Thank you for your attention. Bye
R: Thanks for calling. Bye!
 CALLE RECEIV
R ER
Riiiing! (Recepcionist) Greets (AM)
Answers call Identifies Co. Offers help

Identifies him/herself and name of Co. Expresses he/she will transfer the call
Asks for Sales Chief
Sales chief answers the
call Greets the caller
Identifies him/herself
Greets the speaker. Offers help
Identifies him/herself.
Accepts help. Informs of 10% discount on a minimum of
Explains the reasons for calling: read 100 pairs.
article in newspaper and wants to know Adds this is only a cash down payment
prices for bulk conditions.
orders.
Accepts proposal. Explains use of road
Asks for delivery conditions. transport. Daily deliveries,
(Transport/dates/delays) early mornings.
Appreciates the information, adds he will Thanks for future orders.
mail the order and cheque. Promises timely confirmation of
Asks to confirm delivery date. delivery dates.
Greets. Ends the call
Greets.
Ends the call

R: Good morning, ABC company.Marisol Espinoza speaking. How can I help you?
C: Hello. This is xxx, purchasing manager of Arguan.
Can I speak with the sales chief?
R: Sure. I’ll transfer your call to the sales department. One moment, please.
C: -
R: Sales Chief. Good morning, alexa speaking.
C: Hello xxx. It’s xxx here of Arguan.
R: Oh good, How can I help you?
C: Yes, thanks. I’m calling in connection your recent article in the newspaper.
in order that I would like to know the prices for bulk orders, please.
R: Well, we can offer a 10% discount on a minimum of 100 pairs.
It discount only applies to a cash down payment conditions.
C: Sounds good.could you tell me the delivery conditions you work.
What type of transport do you use? Do you usually have any delays? which day do deliver
the orders?
R: We only use road transport.anndd We deliver the goods every day at early mornings.
C: Ok, thanks for the information. I will send you the order and the cheque by email.
one question Is it possible to send the goods on July 10th?
R: Yes, It is possible for us. We hope that this will the first of many orders.
Thanks for calling. Bye!
C: I hope so. Thanks. Bye