Business Calls

Read & Complete:

Making Business Phone Calls

Role Play:

Role Play 1: Placing an Order

Situation:A customer calls a company to place an order for office supplies.

Roles:

• Caller: The customer

• Receiver: The salesperson

Key Phrases:

• Caller:

  • "Hello, I’d like to place an order for office supplies."

  • "Can you tell me the price of [item]?"

  • "I’d like to order [quantity] of [item]."

  • "Can you deliver it by [date]?"

• Receiver:

  • "Thank you for calling [Company Name]. How can I help you?"

  • "Let me check the price for you."

  • "We can deliver it by [date]. Is that okay?"

  • "Can I confirm your order details?"

Role Play 2: Scheduling a Meeting

Situation:A client calls to schedule a meeting with a manager.

Roles:

• Caller: The client

• Receiver: The receptionist

Key Phrases:

• Caller:

  • "Hello, I’d like to schedule a meeting with [Manager’s Name]."

  • "Are they available on [day/time]?"

  • "I’d prefer a morning/afternoon meeting if possible."

  • "Can you send me a confirmation email?"

• Receiver:

  • "Let me check [Manager’s Name]’s schedule."

  • "They are available on [day/time]. Will that work for you?"

  • "I’ll send you a confirmation email shortly."

Role Play 3: Requesting Information

Situation:A customer calls to ask about a product or service.

Roles:

• Caller: The customer

• Receiver: The customer service agent

Key Phrases:

• Caller:

  • "Hello, I’m interested in learning more about [product/service]."

  • "What features does it have?"

  • "How much does it cost?"

  • "Are there any discounts available?"

• Receiver:

  • "Thank you for your interest in [product/service]. Let me explain it to you."

  • "The main features are [feature list]."

  • "It costs [price], and we currently offer a discount of [discount details]."

  • "Do you have any other questions?"

Role Play 4: Handling a Complaint

Situation:A customer calls to complain about a late delivery.

Roles:

• Caller: The customer

• Receiver: The customer service agent

Key Phrases:

• Caller:

  • "Hello, I’m calling to complain about my order."

  • "It was supposed to arrive on [date], but it hasn’t."

  • "Can you check the status of my delivery?"

  • "I’d like a solution as soon as possible."

• Receiver:

  • "I’m sorry to hear about the delay. Let me check your order status."

  • "It seems there was a problem with the delivery."

  • "We will prioritize your delivery, and it should arrive by [new date]."

  • "Thank you for your patience."

These scenarios offer opportunities to practice:

1. Phone call etiquette ("Hello," "Thank you for calling").

2. Vocabulary for specific purposes (orders, schedules, complaints).

3. Speaking confidently and politely.