Example Business Telephone Conversation

Ms Anderson (sales representative Jewels and Things): ring ring ... ring ring ... ring ring ...

Secretary (Henry Smith): Hello, Diamonds Galore, this is Henry speaking. How may I be of help to you today?

Ms Anderson: Yes, this is Ms Janice Roberts calling. May I speak to Mr. Franks, please?
Henry Smith: I'm afraid Mr. Franks is out of the office at the moment. Would you like me to take a message?

Ms Anderson: Uhm... actually, this call is rather urgent. We spoke yesterday about a delivery problem that Mr. Franks mentioned. Did he leave any information with you?
Henry Smith: As a matter of fact, he did. He said that a representative from your company might be calling. He also asked me to ask you a few questions..

Ms Anderson: Great, I'd love to see this problem resolved as quickly as possible.
Henry Smith: Well, we still haven't received the shipment of earrings that was supposed to arrive last Tuesday.

Ms Anderson: Yes, I'm terribly sorry about that. In the meantime, I've spoken with our delivery department and they assured me that the earrings will be delivered by tomorrow morning.
Henry Smith: Excellent, I'm sure Mr. Franks will be pleased to hear that.

Ms Anderson: Yes, the shipment was delayed from France. We weren't able to send along your shipment until this morning.
Henry Smith: I see. Mr. Franks also wanted to schedule a meeting with you later this week.

Ms Anderson: Certainly, what is he doing on Thursday afternoon?
Henry Smith: I'm afraid he's meeting with some clients out of town. How about Thursday morning?

Ms Anderson: Unfortunately, I'm seeing someone else on Thursday morning. Is he doing anything on Friday morning?
Henry Smith: No, it looks like he's free then.

Ms Anderson: Great, should I come by at 9?
Henry Smith: Well, he usually holds a staff meeting at nine. It only lasts a half an hour or so. How about 10?

Ms Anderson: Yes, 10 would be great.
Henry Smith: OK, I'll schedule that. Ms Anderson at 10, Friday Morning... Is there anything else I can help you with?

Ms Anderson: No, I think that's everything. Thank you for your help... Goodbye.
Henry Smith: Goodbye.

Keywords and Important Phrases

How may I be of help - This is a formal phrase used to show politeness. It means 'Can I help you?'
calling - telephoning
out of the office - not in the office
take a message - to write down a message from the caller
urgent - very important
delivery - the bringing of goods to a client
mentioned - said
resolved - taken care of
as quickly as possible - in the fastest manner, ASAP
shipment - delivery, the bringing of goods to a client
assured - certainty that something is true or will happen
pleased - happy
delayed -not be able to do something on time
looks like - seems
staff meeting - a meeting of employees
lasts - to take time
schedule - future appointments

Short Summary of the Telephone Conversation

Ms Anderson telephones Diamonds Galore to speak with Mr. Franks. Mr. Franks is not in the office, but Henry Smith, the secretary, speaks to Ms Anderson about a delivery problem with some earrings. The earrings have not yet arrived at Diamonds Galore. Ms Anderson tells Peter that there was a problem with the shipment from France, but that the earrings should arrive tomorrow morning.

They next schedule a meeting between Ms Anderson and Mr. Franks. Mr. Franks is not able to meet with Ms Anderson on Thursday because he is busy. They finally decide on Friday morning at 10 o'clock after a staff meeting that Mr Owen usually holds on Friday mornings.

IMPORTANT PHRASES

Introducing yourself

This is Ken.
Ken speaking

Asking who is on the telephone

Excuse me, who is this?
Can I ask who is calling, please?

Asking for Someone

Can I have extension 321?
Could I speak to...? (Can I - more informal / May I - more formal)
Is Jack in? (informal idiom meaning: Is Jack in the office?

Connecting Someone

I'll put you through (put through - phrasal verb meaning 'connect')
Can you hold the line? Can you hold on a moment?

How to reply when someone is not available
I'm afraid ... is not available at the moment
The line is busy... (when the extension requested is being used)
Mr Jackson isn't in... Mr Jackson is out at the moment...

Taking a Message

Could (Can, May) I take a message?
Could (Can, May) I tell him who is calling?
Would you like to leave a message?