Development and Reception of Customers
Item 6 On the Phone
Practice Objectives：
To know about the sentence patterns and etiquette of telephone. To be able to answer the telephone effectively.
I. Practice Guides
The telephone communication is a form of instant communication. In every organization, the person on the telephone represents the organization. That person gives the impression of the organization to the outside world. The impression every one wishes to convey is of an efficient, friendly, progressive organization eager to give good service and ensure good public relations. So laying emphasis on telephone manners is of great importance. 1.1 Tips on the phone 1.1.1 Do l Answer promptly l Have pencil and message pad ready l Speak with a smile in your voce(the caller will be able to hear it) l Answer with relevant information l Take messages correctly, and repeat important details l Be polite 1.1.2 Don't l Use slang l Shout across the room with the caller on hold l Be unhelpful l Forget to record details 1.2 On the phone 1.2.1 How to start a telephone conversation 1) Hello, this is …speaking/calling.
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2) I'm from China International ABC Group Co.. 3) I would like to speak to Mr./ Mrs. …. 4) Can I speak to … please? 1.2.2 How to get through 1) Can you put me through to … 2) I'd like to speak to …. 3) I'm afraid the line is busy. Would you try again later? 4) I'm afraid he is in a meeting at the moment. 5) I'm afraid he is on another phone. Will you hold? 6) I'm afraid Mr. isn't in the office at the moment. / I will call back. Sample dialogue
Situation: Lotus, Business Dept. manager, from Amili International Clothing Co. Ltd. is to call to Lucky Clinton. The operator gives her the number.
Operator: Nicewear Trading Corporation, Good afternoon.
Lotus: Good afternoon. This is Lotus, Business Dept. manager, from Amili International Clothing Co. Ltd. calling. I'd like to speak to Lucky Clinton, Development and Research Manager. Can you put through or can I have the number, please? Operator: I think I'd better give you his number. Just let me check. It's 64809988. Lotus: Can you repeat it? Operator: OK. It's 64809988. Lotus: Thank you. 1.2.3 How to take a message and leave a message 1) Can I take a message?/Can you leave a message? 2) Can I ask who's calling, please? 3) Can I have the number, please? 4) Just let me check that. 5) I'd like to leave a message. 6) Can I give him/her a message? 7) Ask him to phone Mr. Zhang at the office when he gets back, could you? 8) Could you tell him I called? Sample dialogues A. Can I Take a Message? Situation: Lucky Clinton, Business Dept. manager from Nicewear Trading Corporation calls to Minako of Amili International Clothing Co. Ltd.. But Minako is in a meeting. Her secretary Barain takes a message.
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Barain: Hello. Managing Director's phone.
Mr. Clinton: Hello. Is Minako there, please? I'd like to talk to her.
Barain: No, I'm afraid she's not. She's in a meeting. Can I take a message?
Mr. Clinton: This is Lucky Clinton, Business Dept. manager from Nicewear Trading Corporation. Could you please ask her to call me as soon as possible? I'm very eager to call her.
Barain: OK. Call Lucky Clinton. ASAP. Has she got your number?
Mr. Clinton: Er, yeah, she has. But could you please say that it's really important? I really need to speak to her within the next ten minutes. OK?
Barain: OK, Mr. Clinton. I'll get Minako to call you as soon as she comes out. Mr. Clinton: Thanks.
Barain: OK, bye. Mr. Clinton: Bye.
B. I'd like to Leave a Message
Situation: Barain is calling to Mr. Clinton. But Mr. Clinton is not here. So she leaves a message to his PA.
Barain: Hello, this is Barain calling from Amili International Clothing Co.. Is that Mr. Clinton speaking?
Becky: Yes… Speaking, please.
Barain: I know Mr. Clinton is not in now. So I'd like to leave a message. Becky: All right, I'll just get a pen. Right.
Barain: Tell him Minako, our managing director, can't meet him at 8'clock as we've planned. Something's come up. I can't explain to you now, but ask him to phone Minako at the office when he gets back, could you?
Becky: Yes, O.K.
Barain: Thank you very much. Bye!
1.2.4 How to make people slow down on the phone
While receiving telephones, one of the biggest problems is speed of the callers. Native speakers, especially business people, tent to speak very quickly on the phone. Here are some practical tips to get native speakers of English to slow down.
1) Immediately ask the person to speak slowly by saying “Excuse me, could you slow down? I couldn't quite catch you”.
2) When taking note of a name or important information, repeat each piece of information as the person speaks. By repeating each important piece of information, number or letter you automatically slow the speaker down.
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3) Never pretend to have understood if you have not. Ask the person to repeat it if you don't. Remember that the other person needs to make himself understood. If you ask a person to explain more than twice they will notice they are too fast and they usually slow down.
II. Practice Assignments
Task 1 Next is the information about a Telephone Message. Act out the dialogue according to the information. Telephone Message Date: Monday 16 th May( 10：50 am.) Message for: Lotus (Business Dept.) Message from: Mr. Kim Lee (Sales Director, Nicewear Trading Cor.) Meeting next week impossible (all flight fully booked) Will arrive at 3:30 pm, June 4 th . Telephone number: 093 622841 Task 2 Situation： Lucky Clinton, Sales Manager of Nicewear Trading Cor., wants to speak to Miss Liu, General Manager of Amili International Clothing Co. Ltd. After checking Mrs. Liu's schedule, the secretary finds that Mrs. Liu is in a business conference at the moment. The conference will be over at 4:30 p.m.. The secretary asks Lucky Clinton to leave a message. Lucky Clinton wants the secretary to tell Mrs. Liu that he is not able to attend the presentation of the visual system on Wednesday.
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Item 7 At the Airport
Practice Objectives :To be able to meet and say farewell to your clients at the airport. To be able to arrange the accommodation for your clients.
I. Practice Guides
In business activities, any customers who come to your company show their concern to your business and have the potential to establish relationship with you. So receiving and welcoming your clients in an appropriate way can leave a good impression and lay a positive foundation for your business.
Foreign clients usually come to your company by air. It is necessary to confirm the time of their arrival, and the flight number. Upon their arrival it is of great importance to meet them at the airport, to arrange their accommodation and say farewell to them at the airport while they are away.
1.1 To meet foreign clients at the airport
1.1.1 Tips
1) When welcoming a foreign delegation the host should introduce his colleagues to the guests, and the head of the delegation introduces his delegation members to the host. If the host doesn't know his guests personally, he should introduce himself first and then introduce the rest of his associates.
2) After introductions have been made, the host should remind the guests of having their return flight reconfirmed at the airport, or, if necessary, change their flight. This will save the guests a lot of time and help avoid any unnecessary trouble later.
3) In many countries, a return flight has to be reconfirmed 72 hours before departure. If the guests are only to stay for 34 days, reconfirming their flight while at the airport is the sensible thing to do.
4) On formal occasions, you should address someone as “Mr.” or“Mrs.”with the persons' last name or surname unless the person asks you to call him/her by the first name.
5) Before foreign clients come, a schedule should be prepared.
6) The flight number, the arrival time and if the airplane is due to arrive on time should be checked.
7) A poster with the name of your customers should be necessary at the airport. 8) Shaking hand is needed to convey your friendliness in China.
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1.1.2 Sentence patterns 1) Excuse me, but are you Mr. Black from the Nicewear Trading Corporation？ 2) Allow me to introduce myself. 3) I'm here to meet you. 4) I'm from Amili International Clothing Co. Ltd.. I'm come to meet you. 5) I have the feeling that we have known each other for a long time. 6) We have talked to each other for so many times over telephone. 7) Did you have a nice/good flight/trip？ 8) Yes, the flight was smooth. 9) Do you have all your luggage here？ 10) We have a car over there to take you to your hotel. 11) Let me help you with that suitcase. 12) No trouble at all. 13) How nice it is to see you again. 14) How have you been？ 15) How are things with you？ 16) Our manager Mr. Wang asked me to say “hello” to you. 17) He meant to come here to meet you in person. 18) But some other business held him back， so he asked me to come in his place. 19) That's exactly the same. 20) I don't think you know Mr. Parker， my associate. 21) Is this your first visit to China？ 22) I've been looking forward to visiting your beautiful country. 23) I hope you'll have a pleasant stay here. 24) You must be tired after your long flight. 25) Is this your first visit to China? 26) How long was your flight? 27) Shall we go straight to the hotel? 28) Our car is out in the parking lot. 1.1.3 Sample dialogue
Situation: Allison Xie, Marketing Manager of Amili International Clothing Co. Ltd., with her assistant holding a large sigh which reads “Welcome Mr. Clinton”. Mr. Clinton now sees the sign, waves, and proceeds toward the two persons.
Zhang: Excuse me, but aren't you Mr. Clinton from Nicewear Trading Corporation? Mr. Clinton: Yes, I am. How do you do?
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Co. I`m here to welcome you. Mr. Clinton: How do you do, Mr. Zhang? Thank you for coming here to meet me. Zhang: This is my boss, Marketing Manager, Miss Xie.
Mr. Clinton: Hello, Miss Xie, Nice to meet you.
Allison Xie: Nice to meet you. Mr. Clinton, how was your flight?
Mr. Clinton: A pleasant one. Delicious food and good service. However, the flight took me about 4 hours from Los Angles to Changsha. I do not sleep well on planes, so I am a little tired.
Allison Xie: Well, in that case, we'll cancel tonight's arrangement. We shall try to make your visit as pleasant as possible, so that you will take home happy memories. Mr. Clinton: Thanks. I'm sure I will.
Mr. Zhang: Our car is out in the parking lot. Let's drive to the hotel. May I help you with your baggage, Mr. Clinton?
Mr. Clinton: No, thanks. I can manage myself. Let's go.
Mr. Zhang: Let's put your baggage in this van. Terrific! Well, let me see. Mr. Clinton, which do you prefer to, sit in the front or at the back. Mr. Clinton: In the front. Sitting in the front gives me a broader view. Mr. Zhang: Right, please take your seat. I will sit at the back. Now, let's go. 1.2 On the way to the hotel 1.2.1 Tips 1) Be helpful to your clients with their baggage. 2) Talking about weather, the city and hobbies is a good way to break the ice. 3) Avoid the sensitive topics such as politics, religions, salary, marriage and so on. 1.2.2 Sentence patterns 1) I didn't expect the airport to be so efficient! 2) We have the shuttle bus from the airport to the downtown area. It will take you about 30 minutes. 3) Have you ever been to Changsha? 4) We've booked you a double room, seven days at Huatian Hotel. 1.2.3 Sample dialogue On the way to the hotel
Mr. Clinton: It seems Changsha is a modern and beautiful city.
Allison Xie: Yes, the city government has made great efforts to make the city green by planting trees, flowers, etc. Changsha city is the capital of Hunan Province with the recorded history of more than 3000 years. The most famous people is
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Chairman Mao. Do you know him?
Mr. Clinton: Of course, everybody knows him so much all over the world, I think. Allison Xie: If time allows, are you willing to visit some places of interests in Changsha? Mr. Clinton: Of course, thank you very much. How far is it to the hotel?
Allison Xie: About 30 kilometers. Half an hour's drive. Mr. Clinton: Is the hotel downtown?
Allison Xie: Yes. We've reserved s suit for you at Huantian Hotel. It is one of the best hotels in Changsha city. I hope you will enjoy your stay here. 1.3 Arrangement of the accommodation 1.3.1 Tips for accommodation 1) Consider its location, cost, service, convenience, etc. 2) Help your clients check in. 3) Show the clients around the room and tell them where the dinning room is. 4) Tell them their agenda in the following day.
1.3.2 Sentence patterns 1) Good evening. Welcome to Huatian Hotel. What can I do for you? 2) My name is … , and I have a reservation for this week. 3) Could you please give me a morning call at 7:30. 1.3.3 Sample dialogue At Huatian Hotel Allison Xie: Here is Huatian Hotel. Let's go to the front desk for checkin. Waitress: Good morning. Welcome to Huantian Hotel. Can I help you?
Zhang: Good morning, this is Mr. Zhang from Amili corporation. I've reserved a suit for my foreign guest, Mr. Clinton one week ago. It is room 1316.
Waitress: Just a moment, please. Yes, it is. Welcome to our hotel. Mr. Clinton, would you mind giving me your passport and filling in this registration form? Mr. Clinton: Not at all. (After filling in the form)Here you are. Is it all right? Waitress: Yes, thanks. Now, here is your passport and this is the key to your room, Mr. Clinton. Mr. Clinton: Thank you. (Coming into the room)
Mr. Clinton: Ah, what a charming room! So bright and spacious!
Waitress: The bell is on the bedside table. Just make a ring if you want room service. Mr. Clinton: OK. Thank you very much.
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(Turn to Xie) Mr. Clinton: Thank you very much for your considerate arrangement, Miss Xie.
Allison Xie: Don't mention it. You are my distinguished guest. Well, tomorrow morning will be for our first business talk. In the afternoon, we'll invite you to visit one of our factories. And in the evening, the director of that factory will give a dinner party in your honor. Mr. Clinton: Sound nice. When shall we meet again, Miss Xie. Allison Xie: Nine tomorrow morning. Is it OK? Mr. Clinton: OK. See you tomorrow then. Allison Xie: See you tomorrow. 1.4 Saying farewell to the customers at the airport 1.4.1 Tips 1) Farewell arrangements begin with arranging the farewell dinner, during which a farewell speech is delivered. 2) A car should be arranged to pick up the client from the hotel to the airport on the departure day. 3) Help your clients make flight reservations and book an air ticket if it is necessary.
4) Telephone the airport several hors ahead to confirm the flight and see if there is any change. International fights usually star 2 hours before takeoff and close 45 minutes before takeoff for checkin. And it usually start boarding about 0.5 hour before takeoff and close the boarding gate about 1015 minutes before takeoff.
5) Help the client with customs formalities and checkin. Wait in the departure lounge with the client till the time for boarding.
6) Consequently sending regards or email to him/her can be helpful to strengthen the friendship between you and your clients. 1.4.2 Sentence patterns 1) You can check in at Business Class over there. 2) Your flight will be boarding at Gate 15 from 12.10. Please pass through security no later than 11.30. 3) I was glad of his company on the long journey. 4) I'm afraid I must be off/leaving tomorrow. 5) I must say goodbye to you and all the friends present. 6) What a pity that you can't stay here for a few more days. 7) What I have seen and heard here has left deep impression on me. 8) Thank you very much for all the troubles you have taken. 9) Thank you for your warm reception and hospitality.
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10) I'm really satisfied with your thoughtful arrangements. 11) It's very kind of you to come to see me off. I really enjoyed my stay here. 12) Please remember me/ convey my best regards to Mr. Smith. 13) Goodbye. Thanks for all your help this week. 14) Same here. And if you're ever in our neck of the woods, please look us up. 15) You'll be hearing from us! 16) If you're ever in Sydney again, you must look me up. 17) Give me a call when you're next in town. 18) Let's keep in touch. 19) I hope we meet again soon. 20) Enjoy your trip. 21) It is very kind of you to come all the way to see me off. 22) Thank you so much for what you have done for me. 23) I'm sorry I can't see you off at the airport tomorrow. 24) I'm glad you have enjoyed your stay in China. 25) I wish you a very pleasant journey. 26) Take care. And don't forget to keep in touch. 27) Farewell and all the best./I wish you have a good journey./ Safe flight. / Have a good trip. 1.4.3 Sample dialogue Situation: Allison Xie sees Mr. Clinton off at the airport. Allison Xie: Airports are sad places. Mr. Clinton: Sometimes, I guess. Allison Xie: It's a pity that you're leaving. Hope you'll visit our company again.
Mr. Clinton: I am sure I will. Miss Xie, I feel much appreciated for what you've done for me. Thank you for your kindness and your help to make my trip successful. During this visit, I'm deeply impressed by what I have seen and heard, especially by your hospitality and thoughtfulness. I really don't know how to express my thanks to you.
Allison Xie: Don't mention it. It has been a great pleasure to have you with us. I'm sure your visit will help promote the friendship and understanding between us. I hope you'll come here more often in the future.
Mr. Clinton: Oh, yes. This trip is excellent. Besides our business, I visited different places, which has helped me a lot to know more about China. I don't know how to express my thanks for your kindness.
Allison Xie: It's very kind of you to say so. It's 10:00 now, your flight MU 583 to Los Angles will take off at 10:40. We still have 40 minutes. Let's wait at the departure lounge.
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Mr. Clinton: Ok. (The airport broadcast announces the boarding for Flight MU583 to Los Angeles.) Mr. Clinton: Now, time for boarding. I want to express my thanks again. Allison Xie: My pleasure. I wish you a very pleasant journey.
Mr. Clinton: Please remember me to your boss and other colleagues. Allison Xie: Sure. Keep in touch.
Mr. Clinton: See you!
Allison Xie: Take care, and have a nice flight.
II. Pratice Assignments
Task 1 Welcome a client of your company at the Station or Airport.
