Professional
Telephone Etiquettes !!!
Suggested phrases for Business Telephone Ettiquete
A)
"Mid-State Band and Trust, this is Mrs. Schlerf. How may I help you?
B)
"Accounting department, this is Laura. How may I help you?"
C) "Good
morning, Dr. Nasir and Fareed's office, how may I help you?"
Acknowledgements-Suggested responses to questions or comments
A)
"Thank you, I'll check." or "I'll see."
B) "Yes
ma'am/sir."
C) "One
moment please, I'll find out."
D) "Yes,
you may."
Reports to caller
A) "Mrs.
Martinez is on another line, will you wait, please?"
B) "He
is away from his desk, may I take a message."
C) "I'm
sorry, Mrs. Hann is out of the office, may someone else help you."
D) "Ms.
Shultz is in the Trust Department, one moment please, I'll transfer your
call."
E) "I'm
sorry to keep you waiting."
Obtaining the caller's name
A) "May
I tell Mr. Snyder who is calling, please?"
B) "May
I say who is calling, please?"
C) "May
I have your name, please?"
Obtaining the correct information
A) Always
repeat and read back messages for accuracy.
B) "Will
you spell the name, please?"
C) "Will
you repeat the number, please?"
D) "The
correct spelling is P-R-E-T-T-Y?"
E)"The
correct number is 5-1-1-6 - (pause)-1-5-3-4?"
Progress reports
A)"Mr.
Lokey's line is still busy, do you wish to continue waiting?"
B)"I'm
sorry to keep you waiting, may I check further and call you back?"
C)"That
line is still busy, may someone else help you?"
D)"I'm
sorry, she is still away from her desk, do you wish to continue waiting?"
1.dyspeptic:
pertaining to or having indigestion; also, ill-humored.
2.melange:
a mixture.
3.limn:
to draw or paint; also, to describe.
4.vapid:
insipid; flat; dull.
5.pernicious:
deadly; destructive; exceedingly harmful.
6.valetudinarian: a weak or sickly person,
especially one morbidly concerned with his or her health.
7.cerebration:
mental activity.
8.hortatory:
giving strong encouragement; inciting.
9.mimetic:
imitative.
10.bellicose:
warlike; pugnacious.
Word Stress
OOO
– Don’t tell Mike
OoOoO
– Go and speak to Mary
OooOooOoo
– Hurry and give it to Jonathan
ooO
– He can talk
oOO
– He can’t talk
oOo
– Good morning, Good evening, Excuse me!, How are you?, You are welcome.
I’d love to
OoO
– What’s your name?, Close the door, Come and see!, don’t forget.
oOoO
– I spoke to John., A cup of tea.
OoOo
– Just a moment., where’s the station?
Ooo
– No Problem!, Don’t worry. Keep quiet!, Please help us., Who told you?
OOoo
– How much is it?, How far is it?, What time is it?, What day was it?
OooO
– Where are you from?, Where were you born?, When does it leave?, How do
You do?, What do you want?
ooOo – Can you help me?, Was it
raining?, There’s a problem.
ooOoO – Would you like a drink?, Do
you want to come?, Is it time to go?, Is it far
from home?
1 - The
....... procedure is to apply in person
normal ordinary plain regular
2 - We ......
bothered arriving so early as there were no queues
should have would have needn't have mustn't
have
3 - You can
do it this time, but please don't .......... a habit of it
do make have be
4 - The
....... press reports suggest that the Government is about to call an election
newest last current latest
5 - Let's
have a ......... of golf sometime
round play match sport
6 - While
you're on holiday over there, could you ........ me back some French cheese?
Take get bring fetch
7 - Having
pets is ...... to be good for your health
told said declared stated
8 - The golf
....... was flooded last night
pitch court ground course
9 - They gave
her every ........ to apologise
opportunity possibility way means
10 - Although
they are brothers, they have nothing ..........
in particular in general in common in
each other
T
Tick
tock, tick tock, the clock ticked
A
timeless ticking and tricking
A
tremendous, effort, but time
Always
won what mattered
_________________________
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