1. You should check
times, when
calling different
time zones
Preparation is
vital: a few
moments thinking
about the call will
certainly improve
your performance
TK 12
X
X
X

2. - to talk to someone who can solve the problem
- to describe the problem and get a solution
- to complain about the service
- to find out if Moda Design could be interested in
selling his product
- to suggest that he sends information
- to suggest a visit; to ask for an appointment
- to defend the company form unsolicited sale calls
OR
- to get the name of interesting possible new suppliers
TK 13
Problem:
he was taken
by surprise =
he was caught
unawares
- say you're busy (give a poilte excuse!!)
- offer to call back then check what you need to know

3. TK 14
- try to predict
what might come up
- avoid sounding
unprofessional,
If you OFFER to call back, give a good excuse: - I'm sorry, I'm about to start a meeting / I need to get
your file
TK 15
- caller 'a' is helpful,
speaking clearly and
slowly
- caller 'b' speaks very
fast and very brief
MESSAGE PADS
Mr Pavlov
Gerda Heorness
she doesn't say ( she only mensions
Frankfurt)
Please, call her back today
Mary Jeangeorges
Michael Horgan
Bayleys, Miami n.a.
None, will email

4. this is a
formal
request for
assistance
(customer
service
department of a
computer
software
company)
this is an
internal and
informal call
(Computer Services Hotline inside a large company (I.T. Dep)
Fred Roper
John Curly
effectiveness and politness of the different speakers in the two dialogues
speaker 'c': is very kind and helpful
speaker 'd': sounds disinterested and bored (using no 'active
listening', making no response, giving no repetition or
encouragement)
In which ways could she have been better?
TK 16
Please, resend email with attachment.
Also, send attachment by regular mail
(post) to:
John Curly, AUTOMATRIX
270 James Road
Stretford Road East
Manchester MIU16 1DY
England
X
Paul Maley
product support
Can't use email to Italy
TK 16
The called person in 'c' is very service-minded. In 'd' there is a contrast, Angela sounds totally
bored and disinterested. The caller clearly is not getting satisfaction. She uses no 'active listening',
making no response, giving no repetition or encouragement.

5. HYTE LANGUAGE FOCUS:
Bye for now! :)
TK 17
TK 18
Answers:
a. She has to change the
date of her appointment; she
wrote but didn't have a reply
b. 1 name repetition (foreign
name)
2. R. did not hear who she
wrote to
3. R. wants to check she's
got the dates right (in fact
she hadn't!). In this example
she checks her
understanding by
PARAPHRASING what C.
said.
I see,
Right / OK, I've got that now
TK 18

6. 1. Unfamiliarty with foriegn name:
Who shall I say is calling, please? Sorry,
could you spell that?
I didn’t catch your name, sorry…
2. Too many numbers, too fast, noisy environment
I’m sorry, I didn’t catch the dimensions, can you repeat more slowly?
3. Technical information given to a non-specialist
Sorry, I didn’t understand, can you explain that please?
TK 19

7. Note:
Cold calling is the sales
process of approaching
prospective customers or
clients—typically via
telephone, by email or
through making a connection
on a social network—who
were not expecting such an
interaction. The word "cold"
is used because the person
receiving the call is not
expecting a call or has not
specifically asked to be
contacted by a sales
person. A cold call is usually
the start of a sales process
generally known as
telemarketing.
TK 20
What is it about?
is not available just now
He's very busy for the next few days
he'll be away
I don't think I could do that
he's very busy right now
I'm sorry, he won't be free tomorrow
a. The PA does not want
the caller to talk to her
boss - she puts him off
b. She finally suggests
he sends information
about his products
She does it very well, she
certainly shields her
boss. But isn't she a little
rude (she constantly
forgets the caller's
name)? If she really
wanted the caller to send
info she should have said
it at the beginning
without wasting so much
time. Or she simply could
have said 'Thanks for
your call, but we
are happy with our
present systems
and suppliers'

8. TK 21
a. The service
department
b. he gets
through and
learns some
useful
information (the
name of
equipment the
prospect already
uses)
c. he is
successful
because he asks
for a
department, not
an individual. He
wants to get in
touch with users
of the relevant
equipment

10. speak
My name's
calling
give me
information
leave
tell
Would
Could
repeat
call
call back
leave