BEP69A Telephoning: Answering a Call

In this Business English Pod episode¹, we’re going to take another look at one of our most popular and important podcasts. Today we’re talking about using the telephone. This is something we all do, but we don’t all do well.

Today’s lesson is also featured in our new eBook: Business English for Telephoning. This eBook covers essential language for many different types of business calls, including dealing² with customers and complaints, making arrangements and checking on orders. The eBook is free for all premium³ members, or you can buy it separately on our website: www.BusinessEnglishPod.com.

Talking on the telephone has become an extremely important part of business. You need to be able to answer a call professionally and create a good image of yourself and your company with only your voice. Having effective telephone skills leaves a good impression on your customers, clients⁴, and colleagues. People are busy, so you want to be very clear, polite and organized.

In this lesson, we’ll begin by looking at a bad example of answering a call and taking message. We’ll discuss why it’s a bad example, and then we’ll go into a good example of answering a call. I’m sure you’ll see a clear difference.

For our bad example, we’ll listen as Justin, an employee with Trivesco, calls a shipping⁵ company called Daneline. Justin is hoping to speak with Sylvie Petersen, but it is a receptionist named Amy who answers the phone.

Listening Questions – Bad Example
1. How would you describe Amy’s attitude?
2. Does Justin seem prepared?

Listening Questions – Good Example
1. What information does Amy include in her first sentence?
2. How does Mark Rand introduce himself?

1 episode   

n.（作品的一段）情节，插曲，系列事件中之一

参考例句：

• The episode was a huge embarrassment for all concerned.这段小插曲令所有有关人员都感到非常尴尬。
• This episode remains sharply engraved on my mind.这段经历至今仍深深地铭刻在我的心中。

2 dealing   

n.经商方法，待人态度

参考例句：

• This store has an excellent reputation for fair dealing.该商店因买卖公道而享有极高的声誉。
• His fair dealing earned our confidence.他的诚实的行为获得我们的信任。

3 premium   

n.加付款；赠品；adj.高级的；售价高的

参考例句：

• You have to pay a premium for express delivery.寄快递你得付额外费用。
• Fresh water was at a premium after the reservoir was contaminated.在水库被污染之后，清水便因稀而贵了。

4 clients   

n.顾客( client的名词复数 )；当事人；诉讼委托人；[计算机]客户端

参考例句：

• a lawyer with many famous clients 拥有许多著名委托人的律师
• She understood the importance of establishing a close rapport with clients. 她懂得与客户建立密切和谐的关系的重要性。

5 shipping   

n.船运（发货，运输，乘船）

参考例句：

• We struck a bargain with an American shipping firm.我们和一家美国船运公司谈成了一笔生意。
• There's a shipping charge of ￡5 added to the price.价格之外另加五英镑运输费。