Business Correspondence

Communicating over the Telephone

An Introduction to Using English in Business

How to Improve Business with Your English Speaking Customers

by Scott Hovater

Topics

• How to attract customers • How to introduce your company and your

product • How to handle contracts and negotiations • How to keep your customers satisfied

SECTION ONE

• How to Attract Customers

I. Attracting Customers

• How to write successful letters, memos, faxes and emails

• How to communicate over the phone• How to attract customers through an

exhibition

Communicating Over the Phone

• Language Practice• Types of Telephone Calls• Cross-cultural Communication on the

Telephone

Business Correspondence

• Business Correspondence

SESSION #1

• Language Practice

Pronunciation-1

Phone numbers • 435-7743 • 522-7069 • 0171 601-9662 • 001 212 445-4870 • 00351 1 608-55-97

Money• 314, 340 • 5,880, 5,080, 5,008 • 60,000, 600,000 • 6,600,000, 6.6 million

£34.00, $56.70

Pronunciation-2

• Alphabet – a, h, j, k – b, c, d, e, g, p, t, v

(+ z, pronounced ‘zee’ in American English) – f, l, m, n, s, x

(+ z, pronounced ‘zed’ in British English) – I, y – o – r – q, u, w

Listening Practice

• Listen to the tape and write down the words you hear spelt.

1.________________ 2.________________ 3.________________ 4.________________ 5.________________

Listening Practice

• Listen to the tape and write down the words you hear spelt.

1.HISKETT 2.LJUBLJANA3.GYÖR 4.CAIPIRINHA 5.DHANIN SERIBURI

Common Abbreviations

• Write down the abbreviations you hear. Do you know what they stand for?

• (1) _______ (2) ________ (3) ________

• (4) _______ (5) ________ (6) ________

• (7) _______ (8) ________ (9) ________

Common Abbreviations

• Write down the abbreviations you hear. Do you know what they stand for?

• (1) CIF (2) FOB (3) CEO

• (4) NYSE (5) AGM (6) VAT

• (7) IBM (8) GDP (9) RPI

Dialogue Practice (wrong)

Receptionist 1.ABC Ltd. What do you want? 3.Not here. Message? 5.Didn’t understand. Spell your

name. 7.Okay. I’ll give the message later. 9.Goodbye.

Caller2.I want to speak to Kate Williams. 4.Yes. I’m Geoff Rix. Tell her to call me. 6.G-E-O-double F, new word, R-I-X 8.Thanks. Goodbye.

Dialogue Practice (correct) #1

• R: Good morning, ABC Limited, Jane speaking. How can I help you? l

• lC: I’d like to speak to Kate Williams, please.

Dialogue Practice (correct) #2

• R: I’m sorry, she’s not in the office at the moment. Can I take a message? (Would you like to leave a message?) l

• lC: Yes, please. This is Geoff Rix speaking. Could you ask Kate to call me back as soon as she comes in?

Dialogue Practice (correct) #3

• R: I’m sorry, I didn’t catch your name. Could you spell it for me, please? l

• lC: Yes, it’s Geoff Rix, that’s G-E-O-double F, new word, R-I-X.

Dialogue Practice (correct) #4

• R: OK, Mr. Rix, I’ll make sure she gets your message.

• C: Thank you. Goodbye.

• R: Goodbye. Thank you for calling.

Which phrases are the same?-1

1. The line’s busy. 2. Will you hold? 3. Who’s calling please? 4. Hold on. 5. I’ll put you through.

a) Could I have your name?

b) Can you wait? c) One moment. d) The line’s engaged. e) I’ll connect you.