First, we will check the points in this lesson. Please repeat after me.
|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”.|
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.
(Please send the mispronounced words and expressions to your student.)
|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.|
Now, let’s review some words and expressions from part B_2.
(Please review the mispronounced words and expressions from part B_2.)
Now, please answer the following questions. I will check if your sentences are complete and if the grammar is correct.
|1.||Which phrases of Clyde do you think are polite to engage with the customer?|
|2.||Have you ever received a call from a customer? How did you address it?|
|3.||How does the language over the phone differ from face-to-face conversations?|
Now, let’s review your answers.
(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.)
Let’s do a role play with the given situations.
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.)
– From ~ corporation, This is … speaking.
– How may I help you?