TELEPHONE COMMUNICATION EXERCISES

Remember that the steps to follow when answering a call in the company are:
• IDENTIFY YOURSELF
• FIND OUT WHO THE RECIPIENT OF THE CALL IS
• REQUEST THE PERSON TO IDENTIFY THEMSELVES
• TAKE NOTE IF NECESSARY IN THE NOTES ENABLED FOR THAT PURPOSE
• BE BRIEF
• TRANSMIT CLEAR MESSAGES.

• Escribe tres formas de identificación de la empresa AULA313 al atender una llamada telefónica.

Good morning! My name is Reme calling from ROOM 313. How can I help you?
Good morning! Reme from AULA 313 is here to help you. What do you need?
-CLASSROOM 313 Reme is speaking to you. Good afternoon! How can I assist you?

["Please tell me who you are calling from or which department you are from.","Could you please let me know who or which department you are representing?","Can you tell me who is calling or what department you are with?"]

wants to talk.

Would you be so kind as to tell me who you wish to speak with?

Can I help you better if you tell me who you are asking about?
Can you tell me which department you are going to and who you want to talk to?

["Could you please identify yourself?","May I have your name, please?","Can you tell me who is calling?"]

Can you tell me your name so I can address you?

Would you be so kind as to tell me your name, please?
Please, could you tell me your name?

4. Spell out the following names using the spelling technique:

CONFIX S.A. C for Coruña, O for Oviedo, N for Navarra, F for France, I for Italy, X for
Xilófono , espacio
S from Seville, Point, space, A from Almería, Point.
HYPER SIMPLY H from Huelva, I from Italy, P from Pamplona, E from Spain, R from Rome, space,
S from Seville,
I for Italy, M for Madrid, P for Pamplona, L for León, Y for Y.
LACER. L for León, A for Almería, C for Coruña, E for España, R for Roma.

You are the sales administrative assistant of the company CARNAVALES and you make a phone call.
Julián Plou, head of purchasing for the company NOS DISFRAZAMOS, S.L. This company made a
Purchase made 10 days ago. What mistakes should you avoid when answering the phone call?

Do not avoid apathy.

Don't speak well.
Show little education or greet.
Express disinterest when he/she talks to us.
Give him the benefit of the doubt even if he is wrong.

6. Complete the following telephone conversation between you (the receptionist of the company
SALVADOR DE BAHÍA, S.A.):
RECEPTIONIST: SALVADOR DE BAHIA, Good morning, this is Reme speaking. How can I help you?
help you?
CLIENT: Good morning! I would like to speak with the sales department.
If you are so kind, please tell me your name and I will put you in contact with the department you wish.
I am Natalia Figueroa, from AULA NORTE
They inform me from the sales department to put them through.
C: Thank you, you have been very kind.
It has been a pleasure to receive you. Have a great day!

[Link] esta conversación (tú eres el/la recepcionista de PETRASUR):

R: PETRASUR Good morning! This is Reme speaking. What do you need?
C: Good morning, I have a question about an invoice I received yesterday.
R: Okay, I will connect you with the sales department.
Thank you, miss.
R: Thank you. Good morning!

8. You work at PUBLISA, and a customer asks you about a shipment that is pending to be received.
PUBLISA: PUBLISA Good morning! This is Reme speaking. How can I assist you?
CLIENT: Good morning. I wanted to know when they are going to send me an order that I have been waiting for since
several days ago.
PUBLISA: Would you be so kind as to tell me the name of the company to which the order is going?
CLIENT: I am calling from the company 'La Comercial'.
PUBLISA: Can you tell me your name so that I can address you?
CLIENTE: Me llamo Pablo Muñoz.
PUBLISA: Mr. Muñoz, there has been a technical error for which I apologize. Tomorrow at 8 a.m.
The morning will bring him his order.
CLIENT: Thank you.
PUBLISA: Thank you and I apologize again for the delay. Good morning!
9. You work at PUBLISA, and a person calls requesting information about certain spare parts.
PUBLISA: Good morning! Reme from PUBLISA here. What do you need?
CLIENT: Good morning, I am calling because I need information about some of the spare parts.
what you sell.
PUBLISA: Would you be so kind as to tell me your name?
CLIENT: This is the first time I am calling, I am Arturo Pretel.
PUBLISA: If you're interested, Mr. Petrel could send you all the information about all the offers and
promotions of our products to your email. If you wish.
CLIENT: It sounds great, miss. My email is Arpetre@[Link].
PUBLISA: Mr. Petrel, the information will soon arrive in your email, I hope you like the quality.
price of our products.
CLIENT: Thank you, miss.
PUBLISA: Thank you! Have a great day.

10. Now complete this one, where you are the receptionist of BAHIA NORTE, and the person for
The one being asked for is not there. In addition, you must fill out a notice of call.
Good morning from BAHIA NORTE, Reme speaking, how can I help you?
C: Could you please speak with Mr. Juan Tracita?
R: Did you have an appointment with him?

I agreed with him that we would talk throughout the morning.

R: They are not here at the moment. Would you like to leave a message for them?
C: Alright.
R: Can you tell me your name and the reason for your call??
C: Isaac Bueno, from Catering Max; regarding a product that is not possible
provide him/her with
what Juan Tracita asked me.
R: Could you please provide your phone number so that he can call you as soon as possible?
My number is 654880722.
Thank you very much, I will now pass on your message.
C: I'm waiting for your call, thank you.
R: Thank you. Good morning!

11. You work at the company PUBLISA and you receive the following call from Alfredo Amestoy, from the
company ÑAPAS, that wants to speak with Luis Manuel Sánchez. Luis Manuel is attending to a
the client cannot answer the phone, so they ask you to take note of the call and indicate.
Mr. Alfredo will call you right away. Fill in the missing fields and the call notice.
PUBLISA: PUBLISA, good morning, this is Reme speaking. How can I help you?
ALFREDO AMESTOY: Good morning, I want to speak with Mr. Sánchez.
PUBLISA: Could you please tell me your name, if you are so kind?
A. A.: I am Alfredo Amestoy, from ÑAPAS.
PUBLISA: One moment and I will put you in contact with him.
PUBLISA: I'm sorry but she is currently attending to a client.
He will call him as soon as possible. Would you like to leave him a message?
A.A.: No, thank you very much. I was calling to discuss the advertising campaign we have.
Pending, but I need to talk to him directly.
PUBLISA: Could you provide me with your phone number so that Mr. Sánchez can get in touch with you?
you?
A.A.: My number is 678564321.
PUBLISA: They will contact you as soon as possible to speak directly with you.
A.A: Thank you.
PUBLISA: Thank you. Good morning!

12. They called Mr. Castells from the Purchasing department at ten thirty. The caller was the
Mrs. Peralta, from the company ROCALLA, in Salamanca. She did not want to leave any message.
the corresponding notice

R: Good morning! SEILEX is at your service, Reme. What do you need?

C: I want to talk to Mr. Castells from the purchasing department.
R: From whom?
I am Mrs. Petralva from the ROCALLA company in Salamanca.
R: Can you wait a moment while I pass the notice, please?
C: Por supuesto que sí.
Ms. Petralva, I'm very sorry, but she is not in her office at the moment.
Do you want to leave it to him/her?

Any message?
C: No, I will call another day. Thank you!
R: Thank you. Have a good day!

13. You work at the switchboard of the company MOVIERECORD, S.A. and today you receive a call from
Clara Pérez, head of sales at the company DISCS AND MEMORIES, asking to speak with Javier
Andrade, the head of purchasing in our company. Javier is attending to a customer and cannot.
to pick up the phone and ask you to take note of the call and tell Clara that he will call her.
When you can. Fill out the corresponding notice.
 R: MOVIERECORD S.A. Good morning! This is Reme speaking. How can I assist you?
C.P.: I am Clara Pérez, sales manager of the company DISCOS Y RECUERDOS. I need
talk to
Javier Andrade.
R: One moment while I pass on the notice of your arrival, please.
Mrs. Pérez, Javier Andrade is busy at the moment and cannot assist you. If it is
be so kind to me
give her your phone number and he will call her when he can.
C.P.: My number is 778943652. I await your call. Good morning!
R: Good morning! Mrs. Pérez.
14. Marcos Muñoz works as the secretary of Mrs. Claudia Sánchez Gago, president of PREFUSA.
On February 7, 2011, at 11:10 a.m., he received a call from Ms. Berta Martínez Pérez, head of
commercial department of KROS, S.A. in Teruel, phone 97875 66 72 to confirm the date and
meeting time next Thursday, February 9, 2011, at 11:30 AM. Fill in the
correspondence notice.
Good morning! PREFUSA is attended by Marcos Muñoz. How can I help you?
- Good morning! I am Berta Martinez Pérez from the sales department of the
KROS, S.A. company from Teruel. Did you want to speak with Claudia Sánchez Gago?
I regret to inform you that you are out of the company for a few days?
If you are so kind. Can you give me your phone number so that they can contact you as soon as possible?
possible?

15.D. Manuel Marco Pereira works as the secretary for Ms. Elena Monreal Campos, director of the
HIERROS MONREAL, S.A., which has been absent for a few days due to a business trip.
On April 5 of this year, at 9:30 AM, he receives a call from Mr. Andrés Gómez Gonzalo.
owner of the company METALES Y RETALES, S.L. from Zaragoza, with phone number 976 12 87 87, for
to confirm the appointment they had scheduled for April 8 at 12:30 p.m. She needs the director
Confirm if you will be able to attend the meeting. Complete the corresponding notice.

16.D. Samuel García Fernández works as an administrative assistant at the company CREMGAR.
On March 8, 2011, at 10:45 a.m., he receives a call from Mr. Marcos Castillejo Serrano,
manager of the COOSUR cooperative, from Córdoba, asking about the delay in the delivery time
from your last order. Considering that the warehouse manager is Mr. José Luís Velasco Pons,
fill in the notice of call that this administrative employee should complete.

17. You work at a certain company and on March 16th at 10:05 a phone call was made by the
accountant of the company DOCUMENSA, Marina Sala Muñoz, asking to speak with Alicia Castro, manager
from the accounting department. As Alicia was not in the office, Miss Salas left her
phone number 913634645, the reason for the call is that you have not yet received the statement of your
account to reconcile the balance of both companies, as discussed previously. Complete the
notice of correspondence.

18. Analyze these expressions and change them for others that mean the same but are more
convenient. (Remember that the client is addressed as "you").

WRONG EXPRESSION CORRECT EXPRESSION

But what are you telling me? What do you mean?
This product is very cheap It is a very affordable product.
What you are taking is a bargain. It is a good opportunity.
Wait, darling, I'm passing the boss to you. Please hold on, I will transfer you to the manager.
I have told you a thousand times that Mr. Gómez youMr. Goméz will call you when he can.
he will call as soon as he can
Don't you get it, huh? Did you understand it?
How do you want me to talk to you, if you
Is itare
impossible to contact you?
always communicating?