白领的一天 场景96:提高接电话技巧 Improving your telephone manner

Anna: (answering phone) Yes?

Denise: Stop! That's all wrong. I'm going to call you again. This time-

Narrator: 大家好，我们刚好回到Denise 和Anna 的电话培训中。真有意思！

Denise: This time, you don't say 'yes' when you answer – it's rude. Call me and I'll show you how it's done.

(sound of 4-digit dialling, then phone rings) Hello? Tip Top Trading.

Anna: Wow, that’s good.

Denise: And, you can say your name. Hello? Tip Top Trading. Denise speaking. Try it.

(dialling, then ring)

Anna: Hello? Tip Top Trading. Denise speaking.

Denise: No!

Anna: What?

Denise: Say: Anna speaking!

Anna: Oh, sorry, I'm so stressed by all this. Hello Anna speaking!

Denise: You sound like you're sitting on a pineapple. Listen to my voice: Hello?

Denise speaking.

Anna: Hello? Anna speaking.

Denise: Good. Now, when the person has introduced themselves – this is Mrs Smith or whatever, say: Hello Mrs Smith, how can I help you? Or, if you know them already, you might say: Hello Mrs Smith, how are you?

Anna: Okay, what if Mrs Smith wants to speak to Tom but he's not there?

Denise: You say: I'm really sorry, he's not available at the moment. Can I take a message? Or: I'm afraid he's busy – shall I ask him to call you back?

Anna: Okay.

Denise: And, to end a conversation, you can say: Thank you for calling, goodbye. Let's do another practice!

(phone rings)

Anna: Hello? Tip Top Trading.

Denise: (putting on a stupid voice, without realising it's stupid) Hello, this is Mrs Smith.

Anna: Hello Mrs Smith, how can I help you?

Denise: I'd like to speak to Tom please.

Anna: I'm really sorry, he's not available at the moment. Can I take a message?

Denise: That's okay, I'll try again later.

Anna: Okay. Thank you for calling, goodbye. (hangs up)

Denise: Excellent! (phone rings) Oh!

Anna: How did you call me without dialling?

Denise: I didn't, that's a real call!

Anna: Oh no, I'm all nervous now. (Answers) Hello? Tip Top Trading. This is Anna speaking.

Mr Lime: Hello Anna, this is Seb Lime.

Anna: Sublime?

Mr Lime: Mr Lime from Citrus Ventures. But I think we should be on first name terms now, so call me Seb.

Anna: Okay, er, Seb. How can I help you?

Mr Lime: I just wanted to say again that your Imperial Lemon is fantastic... and I was wondering if you'd like to come to lunch with me?

Anna: Lunch? Er...

Narrator: 我就知道是这样的！Lime 先生才不是仅仅对柠檬感兴趣呢！

Anna: Would you like to discuss the Imperial Lemon?

Mr Lime: Forget the lemons Anna! The reason I want to see you is more of a personal nature.

Anna: Personnel? Er... Can I call you back? I'm afraid I'm a bit busy at the moment... (hangs up)

Mr Lime: …bbbut…

Denise: Well Anna! Mr Lime eh?

Anna: Oh dear Denise, I think I need a bit more help from you. He wants to talk about personnel…people, staffing…

Denise: Are you sure? I think he means a personal nature – not personnel! That Mr Lime!

Anna: Oh!

Narrator: 这个Lime 先生可真是的！不过Anna 接电话的态度非常好。让我们回顾一下她接电话时用到的一些短语。

Hello? Tip Top Trading. This is Anna speaking.

Hello? Anna speaking.

Hello Mrs Smith, how can I help you?

Hello Mrs Smith, how are you?

告诉对方，某位同事现在不能接电话， 想留言吗？

I'm sorry, he's not available at the moment. Can I take a message?

告诉对方，某位同事现在很忙，需不需要告诉他稍后回电？

I'm afraid he's busy – shall I ask him to call you back?

结束电话对话。

Thank you for calling, goodbye.

话说回来，Anna 会怎么处理Lime 先生的要求呢？我都迫不及待了！

听力挑战：

What does Seb Lime want Anna to do?
Seb Lime 先生想让Anna 为他做些什么?

上期答案：

Paul 提醒Anna 在接电话时需要注意什么？
答案：需要更有礼貌。