Using the Telephone

Giving and Taking a Telephone Message

Read the caller's comments and choose the best response.

Hello. I'm calling for Mr. Johnson.

A. Mr Johnson isn't here right now. Can I take a message?
B. May I ask who's calling, please?
C. I'm afraid Mr. Johnson will be out of town until next Tuesday. Is there any way I can help you?

Yes. Could you tell him that Brad Alexander called, please.

A. Certainly. Would you like him to call you back?
B. OK. Could I have your number please, Mr. Alexander?
C. Could you spell your name, please?

Yes. My name is Brad Alexander.

A. Please hold, Mr. Alexander. I'll put you through.
B. Please hold, Mr. Alexander. I'll see if he's available.
C. Oh, yes Mr. Alexander. Mr. Johnson is expecting your call. I'll put you through.

Yes. Could you give him a message when he gets back?

A. Certainly. Go ahead, sir.
B. Wait! I need a pen.
C. I guess so.

Yes, please. At his convenience.

A. Does Mr. Johnson have your telephone number, sir?
B. I'll tell him. Goodbye.
C. May I have your telephone number, please?

Yes. My number is area code 415 863-9367.

A. Fine. I'll give Mr. Johnson your message. Goodbye, sir.
B. That's area code 415 863-9367, correct?
C. Could you repeat that, please?

Yes. My first name is Ron, R-O-N. And my last name is Alexander, A-L-E-X-A-N-D-E-R.

A. Thank you, Mr. Alexander. And could I have your phone number, please?
B. What's your name again?
C. OK, Mr. Alexander. Does Mr. Johnson have your number?

Thank you.

A. You're welcome, sir. Please hold while I transfer you.
B. No sweat.
C. Hey, it's nothing. Don't mention it.

Thank you.

A moment later-
A. He's not in, sir. Can you call back later?
B. He's too busy to talk with you sir. Can I take a message?
C. Mr. Johnson is with a client right now, Mr. Alexander. Can I take a message for you?

Thank you.

A. Forget it.
B. You're welcome.
C. I'll be happy to anytime.

Could you please tell him I called and ask him to give me a ring sometime this week?

A. OK. So, it must not be very important, right?
B. I sure will, Mr. Alexander. May I have your number, please?
C. Well, OK. Hold on. I want to write this down.

STOP!

Wait! I need a pen.

This response is inappropriate for the following reasons:

It sounds unprofessional.

Here is a better alternative:

Yes, sir. One moment please.

START OVER

STOP!

I guess so.

This question is inappropriate for the situation for the following reasons:

It sounds negative.

Here is a better alternative:

Certainly, sir. Please go ahead.
I'd be happy to, sir. Please go ahead.

START OVER

STOP!

Does Mr. Johnson have your telephone number, sir?

This question is inappropriate for the situation for the following reasons:

The caller might not know the answer.
The caller may be uncertain.
The caller might give you the wrong information.

Here is a better alternative:

May I take your number please, sir?
Would you like to leave your number, sir?

START OVER

STOP!

I'll tell him. Goodbye.

This response is inappropriate for the following reasons:

You have not gotten the caller's phone number yet.
It is too abrupt. You should ask the caller if there will be anything else.

Here are a couple of better alternatives:

May I take your phone number, please?
Could I have your phone number, please?

If you have gotten their phone number:
Thank you, Mr. Alexander. Will there be anything else?
START OVER

Yes. It's area code 963, 393-9862

A. I didn't hear you.
B. I'm sorry, sir. Could you repeat the number again, please?
C. What?

STOP!

Fine. I'll give Mr. Johnson your message. Goodbye, sir.

This response is inappropriate for the following reasons:

You have not confirmed the telephone number.
You should ask the caller if there is anything else you can do for him.

Here are a couple of better alternatives:

That number is 415 863-9367. Is that correct, sir?

If you have gotten their phone number:
Thank you, Mr. Alexander. Will there be anything else?
START OVER

Yes. That's right.

A. Ok. Bye bye, sir.
B. I will give him the message, sir. Is there anything else I can do for you?
C. Great. I'll talk to you later, then. Goodbye, sir.

Yes. The number is 415 863-9367.

A. Great. I got it. Thank you, Mr. Alexander. I'll give him the message. Goodbye.
B. Thank you, Mr. Alexander. I will give him the message. Is there anything else I can do for you today?
C. Isn't that area code in San Francisco?

Yes. The phone number is 415 863-9367.

A. Great. I got it. Thank you, Mr. Alexander. I'll give him the message. Goodbye.
B. Thank you, Mr. Alexander. I will give him the message. Is there anything else I can do for you today?
C. Isn't that area code in San Francisco?

STOP!

What's your name again?

This response is inappropriate for the following reasons:

It is impolite. Even if you just add one 'please' to this sentence, it will be better.

Example:

May I have your name again, please?
Would you please repeat that? START OVER

STOP!

OK, Mr. Alexander. Does Mr. Johnson have your number?

This response is inappropriate for the following reasons:

The caller might not know the answer.
The caller may be uncertain.
The caller might give you the wrong information.

Example:

May I take your number please, sir?
Would you like to leave your number, sir? START OVER

Congratulations!

You have successfully completed your call.

START OVER

STOP!

No sweat.

This response is inappropriate for the following reasons:

It is slang and inappropriate for a professonal telephone call.

Here is a better alternative:

You're welcome, sir. START OVER

STOP!

Hey, it's nothing. Don't mention it.

This response is inappropriate for the following reasons:

It is too casual.

Here is a better alternative:

You're welcome, sir. START OVER

STOP!

He's not in, sir. Can you call back later?

This response is inappropriate for the following reasons:

You should ask for the caller's name and telephone number.
You should ask if the caller would like to leave a message.

Here is a better alternative:

I'm sorry. He's not in. Would you like to leave a message?
I'm sorry. He's not in. May I take a message?
Could I have your name and telephone number, sir?
May I please have your name and telephone number?

START OVER

STOP!

He's too busy to talk with you sir. Can I take a message?

This response is inappropriate for the following reasons:

It sounds as though the caller is not important. It would be a little better if you left out the you: 'He's too busy to talk, sir'. But this still doesn't sound very good.

Here is a better alternative:

He's tied up right now sir. Can I take a message, please?
He's not available at the moment, sir. Would you like to leave a message?

START OVER

STOP!

Forget it.

This response is inappropriate for the following reasons:

It is too casual.

Here is a better alternative:

My pleasure, sir.
You're welcome, sir.

START OVER

Congratulations!

You have successfully completed the conversation.

START OVER

STOP!

I'll be happy to anytime.

This response is inappropriate for the following reasons:

This sentence sounds awkward. It's in future tense, but the caller is thanking you for something you have just done.

Here is a better alternative:

You're welcome, sir. START OVER

STOP!

OK. So, it must not be very important, right?

This response is inappropriate for the following reasons:

Since the call is not for you, the subject of the call is none of your business. If the speaker wants to tell you about why he's calling, he will.

Here is a better alternative:

I will give him your message, sir. START OVER

Congratulations!

You have successfully completed the conversation. STOP!

xxxxxxx This response is inappropriate for the following reasons:

xxxxxxxxx

Here is a better alternative:

xxxxxxxx START OVER

STOP!

Well, OK. Hold on. I want to write this down.

This response is inappropriate for the following reasons:

It is too casual.

Here is a better alternative:

Yes, sir. Just a minute, please. START OVER

STOP!

I didn't hear you.

This response is inappropriate for the following reasons:

It is too casual.

Here is a better alternative:

I'm sorry. Could you repeat that, please? START OVER

Yes. The number is area code 963, 393-9862.
A. Thank you sir. I'll give him the message. Will there be anything else? B. Right. Well, listen, it's about my lunch time. Do you need anything else? C. Fine. I'll give him your message. Bye bye.

STOP!

What?

This response is inappropriate for the following reasons:

It is too casual.

Here is a better alternative:

Could you repeat that, please? START OVER

STOP!

Ok. Bye bye, sir.

This response is inappropriate for the following reasons:

You need to ask the caller if there is anything

Here is a better alternative:

xxxxxxxx START OVER

No. That's all. Thank you.
A. Forget it. It's no big deal.
B. My pleasure. Goodbye, sir.
C. You're welcome, sir. Bye bye.

STOP!

Great. I'll talk to you later, then. Goodbye, sir.

This response is inappropriate for the following reasons:

You need to ask the caller if there's anything else you can do for him.

Here is a better alternative:

OK, sir. Is there anything else I can do for you? START OVER

STOP!

Great. I got it. Thank you, Mr. Alexander. I'll give him the message. Goodbye.

This response is inappropriate for the following reasons:

You forgot to ask the caller if there is anything else you can do for him.

Here is a better alternative:

Thank you. Is there anything else I can do for you? START OVER

No. That will be all. Thank you.

A. Forget it. It's no big deal.
B. My pleasure. Goodbye, sir.
C. You're welcome, sir. Bye bye.

STOP!

Isn't that area code in San Francisco?

This response is inappropriate for the following reasons:

It is an irrelevant question.

Here is a better alternative:

That number is 415 863-9367, correct? START OVER

No. That will be all. Thank you.

A. Forget it. It's no big deal. B. My pleasure. Goodbye, sir. C. You're welcome, sir. Bye bye.

STOP!

Right. Well, listen, it's about my lunch time. Do you need anything else?

This response is inappropriate for the following reasons:

It's too casual.

Here is a better alternative:

Thank you. Can I do anything else for you? START OVER

STOP!

Right. Well, listen, it's about my lunch time. Do you need anything else?

This response is inappropriate for the following reasons:

It's too casual.

Here is a better alternative:

Thank you. Can I do anything else for you? START OVER

STOP!

Fine. I'll give him your message. Bye bye.

This response is inappropriate for the following reasons:

You did not ask the caller if there is anything else you can do for him.

Here is a better alternative:

Thank you. Can I do anything else for you? START OVER

STOP!

Forget it. It's no big deal.

This response is inappropriate for the following reasons:

It's too casual.

Here is a better alternative:

You're welcome, sir. START OVER

Congratulations!

You have successfully completed your call.

START OVER

STOP!

Forget it. It's no big deal.

This response is inappropriate for the following reasons:

It's too casual.

Here is a better alternative:

You're welcome, sir. START OVER