HOW TO TELEPHONE HANDLING

1. How to answer the phone:
    Anne hears the phone ringing and lifts up the receiver. She will say:

• Hello! This is Anne speaking
• Good morning!

2. Asking who is the caller is:

• Who is it please?
• Who is calling, please?
• Who is speaking, please?
• May I ask who is calling?

3. Wrong number:

• Sorry, wrong number.
• I am afraid you have the wrong number.
• Sorry you have the wrong number.

4. Asking for a connection /Expressing the name of someone who wants to talk to:

• Good morning, may I speak to Mr. Allen, please?
• Can I talk to first name please?
• Id like to speak to Sarah Adams, please?
• Could you put me through Mr. Allen, Please?

5. Asking someone to hold the line:

• Hold on, please?
• Just a minute please.
• One moment, please. Hold the line, will you?

6. The caller speaks to the person concerned. The receiver will say:

• Speaking.
• Yes, speaking.

7. Leaving a message. The caller will say:

• Could you take a message for me, please?
• Could you please take a message?

8. The person answering the phone will say:

• Would you like to leave a message?
• May I have a message, please?

9. The line is busy:

• Sorry. The line is busy. Please call back later.
• Sorry. The line is engaged.

10. Making appointments:

• Could you manage it on Tuesday?
• What about Friday?Shall we say at 2 oclock?
• Can you make it after lunch?
• What about tomorrow at seven?
• Is tomorrow OK for you?
• Can I meet you tomorrow morning?

11. Answering a call about making appointments:

• Just a moment, please. Ill check my diary first.
• Im sorry Ill be out all day.That would be fine.
• Yes, Im sure I can make it.
• Im sorry, Im not available tomorrow.
• I will be free after lunch.

12. Closing the call:

• Thank you for your call.
• Thanks for calling.

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