2. TELEPHONE TERMS
• ANSWER • DIAL TONE
• ANSWERING MACHINE • DIAL
• BUSY SIGNAL • DIRECTORY / PHONE BOOK
• CALL • HANG UP
• CALLER • PHONE
• CALL BACK / PHONE BACK • PHONE BOOTH / PAY PHONE
• CALL DISPLAY • PICK UP
• CELLULAR PHONE / CELL PHONE • RECEIVER
• CORDLESS PHONE • RING

3. TELEPHONE LANGUAGE
• ANSWERING THE PHONE
• INTRODUCING YOURSELF (THE CALLER)
• ASKING TO SPEAK WITH SOMEONE
• GIVING DETAIL OF A CALL
• TAKING A MESSAGE FOR SOMEONE
• LEAVING A MESSAGE WITH SOMEONE
• ASKING SOMEONE TO WAIT
• CONNECTING SOMEONE
• PROBLEMS
• MISTAKES
• CONFIRMING INFORMATION
• FINISHING A CONVERSATION

4. ANSWERING THE PHONE
• HELLO (INFORMAL)
• GOOD MORNING (FORMAL)
• (YOUR NAME) SPEAKING. HOW MAY I HELP YOU?
• (COMPANY’S NAME). HOW CAN I HELP YOU?

5. INTRODUCING YOURSELF (CALLER)
• HI. IT’S (YOUR NAME).
• GOOD MORNING. THIS IS (YOUR NAME) CALLING.

6. ASKING TO SPEAK WITH
SOMEONE
• IS SARA IN? (INFORMAL)
• IS MR. TORRES THERE, PLEASE?
• CAN I TALK TO MR. TORRES, PLEASE?
• I’D LIKE TO SPEAK WITH MR. TORRES,
PLEASE.

7. GIVING DETAIL OF A CALL
• I’M CALLING ABOUT (…)
• I’M CALLING TO CONFIRM THE MEETING TOMORROW.
• IT’S ABOUT THE JOB ADVERTISING

8. TAKING A MESSAGE FOR
SOMEONE
• WOULD YOU LIKE TO LEAVE A MESSAGE?
• WHO’S CALLING, PLEASE?
• MAY I TAKE A MESSAGE?

9. LEAVING A MESSAGE
WITH SOMEONE
• CAN YOU TELL HER / HIM THAT (YOUR
NAME) CALLED?
• NO. THAT’S OK. I’LL CALL BACK LATER.
• THANKS. COULD YOU ASK HER / HIM TO
CALL (YOUR NAME) WHEN HE / SHE GETS
IN?
• MY NUMBER IS 345-3232

10. ASKING SOMEONE TO
WAIT
• JUST A SECOND, PLEASE.
• HANG ON A SECOND (INFORMAL)
• PLEASE HOLD THE LINE.
• ONE MOMENT PLEASE.

11. CONNECTING SOMEONE
• I’LL PUT YOU THROUGH
• I’M SORRY BUT HE / SHE IS NOT AVAILABLE AT
THE MOMENT.
• I’M SORRY BUT HE / SHE IS NOT IN HIS / HER
OFFICE.
• SHE / HE IS IN A MEETING RIGHT NOW.

12. PROBLEMS
• I’M SORRY SHE / HE IS NOT HERE AT THE
MOMENT.

13. MISTAKES
• I’M SORRY, BUT I THINK YOU HAVE THE WRONG
NUMBER.
• I’M AFRAID THERE IS NO ONE HERE WITH THAT
NAME.
• ARE YOU SURE YOU GOT THE RIGHT NUMBER?

14. CONFIRMING INFORMATION
• OK, I’VE GOT THAT.
• WOULD YOU LIKE TO REPEAT THAT FOR ME
PLEASE.
• LET ME REPEAT THAT BACK TO YOU JUST TO
MAKE SURE.
• DID YOU SAY TOM OR JOHN?

15. FINISHING THE
CONVERSATION
• WELL. I’LL TALK TO YOU SOON.
• SORRY BUT I HAVE ANOTHER CALL COMING
THROUGH.
• OK, THANK YOU FOR CALLING.

16. LET’S GET SOME PRACTICE