Inglês – Organização Administrativa da Venda – Andreia Santos

E-mail Writing
Read the email and decide which parts are

 the intro
 the details
 the action
 the close

Dear Simon,

Thank you very much for showing me round your production facilities. I was most
impressed.

I'm pleased to tell you that your company is one of two short-listed for the production of
our new website video. This is an important part of our marketing strategy and we are sure
you will treat this with the importance it deserves.

I need to have a draft outline of your thoughts for this video by the end of the month.
Please send this to me by email as an attachment.

If you need any further help, feel free to contact me.

Best wishes.

Sandy Benny

Marketing Manager
 Inglês – Organização Administrativa da Venda – Andreia Santos

Fill in the missing words on the following e-mail:

Important; contact; pleased; month; manager; very; production; send; thoughts; company; need;
marketing; attachment; further; wishes; much; showing; website; deserves; draft

Dear Simon,

Thank you ______ _________ for __________ me round your ___________ facilities. I was most
impressed.

I'm _____________ to tell you that your ______________ is one of two short-listed for the _____________
of our new ____________ video. This is an ______________ part of our _____________ strategy and we
are sure you will treat this with the importance it ____________.

I need to have a __________ outline of your ___________ for this video by the end of the _________.
Please ________ this to me by email as an ________________.

If you __________ any __________ help, feel _______ to __________ me.

Best __________.

Sandy Benny

Marketing ____________
 Inglês – Organização Administrativa da Venda – Andreia Santos

First seconds on the phone

Put in the correct order:

a) sorry,/ not/ now./ right / she’s/ in

__________________________________________________
b) can/ help/ you?/ how/ I
__________________________________________________
c) moment/ just/ please./ a
__________________________________________________
d) like/ speak/ to/ Edwards./ to/ I’d/ Jim
__________________________________________________
e) there,/ is/ please?/ Andy
___________________________________________________
f) with/ speak/ may/ Mr. Brown,/ I/ please?
__________________________________________________
g) I/ help/ can/ you?
__________________________________________________

Who says this?

1. Can I help you?

a) The caller
b) The operator
c) The person who is receiving the call

2. Can I speak to Ms Dupont, please?

a) The caller
b) The operator
c) The person who is receiving the call

3. Who's calling, please?

a) The caller
b) The operator
c) The person who is receiving the call
 Inglês – Organização Administrativa da Venda – Andreia Santos

4. This is Jane Coolimoor from Apex Industries.

a) The caller
b) The operator
c) The person who is receiving the call

5. One moment, please.

a) The caller
b) The operator
c) The person who is receiving the call

6. Hold the line, please.

a) The caller
b) The operator
c) The person who is receiving the call

7. Putting you through.

a) The caller
b) The operator
c) The person who is receiving the call

8. I'm afraid she's out of the office today. I'm replacing her. Can I help
you?
a) The caller
b) The operator
c) The person who is receiving the call

9. Can I take a message?

a) The caller
b) The operator

10. Tricia Mellor speaking.

a) The caller
b) The operator
c) The person who is receiving the call
 Inglês – Organização Administrativa da Venda – Andreia Santos

What is the most appropriate answer?

1. Could I speak to Ms Johnson, please?

a) Hang up and I'll call you back.
b) Yes, I'll put you through.
c) No, I prefer to hang on, it's very important.
d) Yes, I'd like to speak to the person who deals with paying your suppliers,
please.

2. Good afternoon. Can I help you?

a) Yes, I'd like to speak to the person who deals with paying your suppliers,
please.
b) I'm afraid you seem to have the wrong number.
c) No, I prefer to hang on, it's very important.
d) Hang up and I'll call you back.

3. Is that Ojay and Simpson?

a) Well could you get him to call me back as soon as he gets in?
b) Yes, I'll put you through.
c) I'm afraid you seem to have the wrong number.
d) No, I prefer to hang on, it's very important.

4. I'm afraid he's out of the office and won't be back for an hour or so.
a) Well could you get him to call me back as soon as he gets in?
b) I'm afraid you seem to have the wrong number.
c) Hang up and I'll call you back.
d) Yes, I'll put you through.

5. I could get him to call you back in a few minutes.

a) Yes, I'll put you through.
b) I'm afraid you seem to have the wrong number.
c) Hang up and I'll call you back.
d) No, I prefer to hang on, it's very important.

6. There's a lot of noise on the line. Could you speak up?

a) Hang up and I'll call you back.
b) I'm afraid you seem to have the wrong number.
c) Yes, I'll put you through.
d) Well could you get him to call me back as soon as he gets in?
 Inglês – Organização Administrativa da Venda – Andreia Santos

Telephone - Connecting Quiz

Instructions: Choose the one correct answer

1. When you telephone a company the person answering the phone may ask you a
question. Which is the correct question?

A) Who’s calling please?

B) Who calls?
C) Who it is?
D) Who called?

2. Which phrase means the same as ‘hang on a moment?’

A) Just a second
B) I’ll put you on
C) Go ahead
D) I’m ready

3. Choose the correct word: “Please ……. and I’ll put you through.”

A) stop
B) stay
C) talk
D) hold

4. What is the expression used to connect two people on the telephone?

A) I’m sending you through

B) I’m putting you through
C) I’m calling you through
D) I’m talking you through
 Inglês – Organização Administrativa da Venda – Andreia Santos

Telephone - Messages Quiz

Instructions: Finish the sentence by choosing the correct words and writing them into the empty
boxes.

1. He’s not in his office at the moment,

__________ ______________ _____________ ___________ _______?

take / can / your / message / I / a / please

2. She’ll be back in the office this afternoon,

__________ ____________ _________ ______________ _________ ?

later / call / can / back / you / soon / message

3. Can I speak to June Wilkinson please?

__________ ____________ _________ ______________ _________ _________.

meeting / afraid / I’m / she’s / a / in / at / on

4. Could you ask him to ring me back please? My number is 020 7558 4567.

__________ , ____________ _________ ______________ _________ _________

_________ ________________.

message / I’ll / sure / make / OK / gets / he / the / an / on

 Inglês – Organização Administrativa da Venda – Andreia Santos

Telephone - Wrong number Quiz

Instructions: Choose the correct word to complete the sentence.

1. You ______ have the wrong number.

A should
B would
C must
D can

2. His _______ number is 998922.

A straight
B direct
C certain
D sure

3. I'm ________ to have troubled you.

A upset
B apologize
C sorry
D sad

4. I'm sorry, you've _______ the wrong number.

A got
B had
C have
D put
 Inglês – Organização Administrativa da Venda – Andreia Santos

Telephone - Appointments Quiz

Instructions: Finish the sentence with the correct phrase.

1. I’d like to ___________ an appointment

A arrange
B have
C do
D save

2. I could ________ it after four

A take
B fake
C get
D make

3. Let’s meet next Wednesday… shall we _____ 4.15?

A arrange
B say
C suggest
D see

4. Would next _________ be OK?

A day
B morning
C week
D afternoon
 Inglês – Organização Administrativa da Venda – Andreia Santos

Telephone - Flights Quiz

Instructions: Finish the sentence with the correct phrase.

1. I’d like to ___________ about flights.

A find
B enquire
C question you
D tell me

2. Tax is € 50 on ________ of that.

A plus
B end
C bottom
D top

3. I’d like to book a hotel room ___________.

A proficiently
B provisionally
C professionally
D prescriptively

4. I’ll call you back later to ___________.

A speak
B assure
C confirm
D certify
 Inglês – Organização Administrativa da Venda – Andreia Santos

Telephone: language
Introduction
A lot of people find it difficult to make phone calls in a foreign language – and that's understandable.
You can't see the person you are talking to, their voice might be unclear, and you might find it difficult
to find the right words.

Multi-word verbs

One thing you can do to improve your telephone skills is to learn some of the multi-word verbs that are
commonly used in telephone conversations. Most of them are featured in this module. Hold on means
'wait' – and hang on means 'wait' too. Be careful not to confuse hang on with hang up! Hang up
means 'finish the call by breaking the connection' – in other words: 'put the phone down.'

Another phrasal verb with the same meaning as hang up is ring off. The opposite of hang up / ring
off is ring up – if you ring somebody up, you make a phone call. And if you pick up the phone, (or
pick the phone up) you answer a call when the phone rings.

"Hang on a second..."

If you are talking to a receptionist, secretary or switchboard operator, they may ask you to hang on
while they put you through – put through means to connect your call to another telephone. With
this verb, the object (you, me, him, her etc.) goes in the middle of the verb: put you through.

But if you can't get through to (contact on the phone) the person you want to talk to, you might be
able to leave a message asking them to call you back. Call back means to return a phone call – and
if you use an object (you, me, him, her etc.), it goes in the middle of the verb: call you back.

Level of formality

Another thing to think about when talking on the telephone is formality. It's important to use the right
level of formality – if you are too formal, people might find it difficult to feel comfortable when they
talk to you. On the other hand, if you are too informal, people might think you are rude!

Generally speaking, if you are talking to someone in a business context, you should use could, can,
may or would when you make a request: 'Could I speak to Jason Roberts, please?' 'Can I take a
message?' 'Would next Wednesday be okay?'. You should also use please and thank you or
thanks very much whenever you ask for, or receive, help or information.
 Inglês – Organização Administrativa da Venda – Andreia Santos

It's important to show politeness by using words like would, could, please, thank you etc. But it's
also okay to use some of the features of informal/spoken English - short forms, phrasal verbs and
words like okay and bye - in other words - everyday English! So phrases like I'm off to a
conference..., no problem, bye! and hang on a moment and I'll put you through are perfectly
acceptable, as long as the overall tone of the conversation is polite.

One last tip - it's better to ask for help or clarification when you're having a telephone conversation,
than to pretend you understand something that you didn't. It's perfectly acceptable to use phrases like
'Could you repeat that, please?' 'Could you speak a little more slowly, please?' and 'would
you mind spelling that for me please?' Using phrases like these will help make sure that you have
a successful phone call, and may save you from lots of problems later on. You could always say that
the line's very bad today if you can't hear very well. And it's also a good idea to practise words,
phrases and vocabulary before you make the call!