Imagine you are calling Frederic Gulbert as a representative of your own company. Explain that your company specializes in and gauge his interest in your products or services.
Business Telephone Conversations
Terms to remember (10): appointment, beforehand, brief (concise), cold call, (to) confirm, culturally appropriate approach, (to) feel at ease, (to) rearrange, (to) reciprocate, referral
| # 1. Cold calling (a telephone call to a prospective customer without an appointment or a previous introduction) is an accepted way of doing business in many cultures. However, in some cultures, business contacts will usually be initiated through referrals, e.g. Astra Purim suggested I get in touch with you about... Whatever your situation, a referral will always help you make contact with people. When cold calling across cultures, make sure you find out first whether this approach is culturally appropriate. Keep the following points in mind: 1. When calling someone, be prepared. Be clear and concise about who you are and the purpose of the call. Identify yourself and the purpose of your call. Be conscious of the other person’s time. 2. Always use titles (such as Dr, Mr. and Ms) and never first names. | 
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3. When leaving a voice mail message, include your name, phone number and briefly mention the purpose of your call. Speak clearly.
4. Don't be offended by hostile behaviour. It's not personal.
Tasks and Exercises
Match the following marketing verbs and verbal phrases with their definitions.
| 1. to confirm 2. to feel at ease 3. to rearrange 4. to reciprocate | a. to be comfortable, relaxed, unembarrassed b. to establish the accuracy, validity of; verify; ratify c. to interchange; make a return, as for something given d. to fix a new date or time for; to put (something) into a new (original) order |
2. Listen to Macey Chance who is on the phone trying to set up meetings to discuss her company's services and fill in the gaps with omitted words and phrases.
| MC: This is Macey Chance from Turner & Young Consultants. Am I speaking to Mr. Given? Speaker 1: No. Mr. H: Trancross Power and Gas, project management office. MC: Good morning. Am I speaking to Mr. Harvey? Mr. H: Speaking. MC: Oh, hello, Mr. Harvey. This is Macey Chance from Turner & Young Consultants. Mr. H: Oh, yes. MC: Do you have a moment to speak to me? Mr. H: Um... well, yeah. | 
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| MC: Thank you. My company specializes in helping power industry companies manage risk, Mr. Harvey. Do you think that's something that might be of interest to you?
Mr. H: Er... well, we have risk management plans in place, you know. MC: I'm sure! But may I ask you a question, Mr. Harvey? Do you have plans in place for handling risks generated by A) _____? Mr. H: Um, it depends on what you mean exactly. Of course, we have plans in place for damage to our power plants from B) _____. MC: Well, managing short-term risk is very important of course. But would you like to find out about ways to manage risk caused by long-term adjustments to weather patterns? I'm talking about C) _____ and the impact that will have on energy supplies. Mr. H: Um, that's very unpredictable, isn't it? MC: Yes, you're quite right, Mr. Harvey. And very D) _____. That's why my company specializes in designing plans that E) _____ the risks for companies like yours. Would it be possible to arrange a meeting where I could explain our services in more detail? Mr. H: We, it could be interesting. MC: Fine. When's a good time for you, Mr. Harvey? Mr. H: Er, let me just check my appointments. Um, how about Friday this week, 2 p.m.? | |||
You are a salesperson at Top Tier Training and you call Frederic Gulbert, personnel manager at Rogers and Co. Your aim is to set up a meeting with him to discuss your range of services. Follow the cues.
1. Check that you are speaking to Frederic Gulbert.
2. Say who you are and who you work for.
3. Check that Frederic has time to talk to you now.
4. Explain that your company specializes in providing motivational training courses for staff and gauge his interest.
5. Suggest a meeting for 10 a.m. next Tuesday.
Imagine you are calling Frederic Gulbert as a representative of your own company. Explain that your company specializes in and gauge his interest in your products or services.
# 2. Confirming or rearranging appointments. Once you have fixed your appointment with a business partner, telephone a couple of days beforehand to confirm the details of your meeting. Keep the following points in mind:
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1. When making or receiving a business call, you may be expected to engage in a small talk at the beginning of the conversation. Make your telephone partner feel at ease by using the phrase 'How are you?' The answer should be brief and positive. You may wish to reciprocate by asking 'And you?'
2. Confirm the topic, date, time, and place.
3. Be ready with alternative appointment times if the original time has to be changed.
4. Check to see if the customer has any new requests.
| 5. Listen to R. Taylor confirming his appointments for next week and translate the dialogue.
| 6. You are the customs relations manager for Marlow Construction. Look at your diary entry for next week and then make a phone call to confirm your appointment.
The call to Giovanni 1. Greet him, say who you are and where you work, and ask how he is. 2. Explain the reason for your call. 3. Check that you have the correct address. 4. Ask him to spell it for you and makes notes accordingly. 5. Thank him and end the call politely. | ||
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7. Listen to the gapped telephone conversation with Valerie August from Finch & Co. Think about your workplace. You have a meeting booked on Monday at 4 p.m. with her. Respond to Valerie's phrases, suggest an alternative time, and write down the whole conversation (both your part and that of Ms. Auguste). You start.
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