Business (Upper Intermediate)｜ビジネス会話（中上級）Business Telephone 1: 電話応対 1

PART A_1

First, we will check the points in this lesson. Please repeat after me.

まず講師とレッスンのポイントを確認します。講師に続いて読みましょう。

PART A_2

1.	Make sure to maintain a strong company image by conversing courteously over the phone.
2.	First of all, you should say where you belong, like “From ABC corporation, Keiko Packard speaking.”
3.	Instead of questioning abruptly over the telephone, use more polite questions to engage your client, such as “How may I help you”, “What can I do for you”, and “Can I be of any assistance”.

PART B_1

We will read aloud the dialogue below. Once we are done, we will switch roles and read aloud the dialogue again. I will check your pronunciation and intonation.

会話文を読みましょう。読み終わったら役を交代してもう一度読みましょう。講師が発音、イントネーションについて確認します。

(Please send the mispronounced words and expressions to your student.)

PART B_2

A:	Hello, thank you for calling Beyond Beds, this is Clyde Bedwetter speaking. I am the senior sales advisor here at Beyond Beds Liverpool and today I will be your service provider. How may I help you?
B:	Yes, my husband and I are in the market for a new bed set. We are wondering if you could make any recommendations based on the latest products you have.
A:	Absolutely. May I ask if you have availed of our products before?
B:	We’ve never bought a bed from your company before.
A:	Is it at all possible that you have the exact specifications for the type of bed you are looking for?
B:	We’re not really sure actually. Recently, I spoke with another sales person who recommended the Hurdel frame and mattress set. He was very helpful.
A:	I see. Perhaps he has laid out some proposals for you. May I please have his name? If at all you can remember it.
B:	Certainly. His name was Chris.
A:	Ah, yes. Chris is an excellent sales representative. Please allow me to re-direct you.

PART B_3

Now, let’s review some words and expressions from part B_2.

ではいくつかの単語、文章を復習してみましょう。

(Please review the mispronounced words and expressions from part B_2.)

PART B_4

PART C_1

Now, please answer the following questions. I will check if your sentences are complete and if the grammar is correct.

講師が質問しますので答えましょう。講師は文法と完全な文章であるかを確認します。

PART C_2

1.	Which phrases of Clyde do you think are polite to engage with the customer?
Answer:
2.	Have you ever received a call from a customer? How did you address it?
Answer:
3.	How does the language over the phone differ from face-to-face conversations?
Answer:

PART C_3

Now, let’s review your answers.

では、あなたの答えを復習してみましょう。その後、修正したあなたの答えを読んでみましょう。

(Please review your student’s answers by sending the correct answers in complete sentences. After that, ask your student to read aloud his or her corrected answers.)

PART C_4

PART D_1

Let’s do a role play with the given situations.

以下の設定でロールプレイをしましょう。

PART D_2

Situation:	You receive a phone call from a customer who wants to get some information about your best-selling products. (Your tutor will pretend to be the customer.)
Expressions:	– From ~ corporation, This is … speaking. – How may I help you?