Telephoning Quiz

8/7/2019 Telephoning Quiz

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TELEPHONING QUIZ NAME: _____________ DATE: __________

This quiz has 3 sections: listening, writing and reading.

LISTENING SECTION

A. LISTEN TO THE ANSWER. THEN WRITE THE QUESTION. REMEMBER THE (?) QUESTIONMARK.

1. ____________________________________2. ____________________________________3. ____________________________________4. ____________________________________5. ____________________________________6. ____________________________________7. ____________________________________8. ____________________________________9. ____________________________________

10. ____________________________________

B. LISTEN TO THE QUESTION. THEN WRITE THE ANSWER. USE THE WORDS GIVEN.

What's ...?1. ________________________________________________(be/full name)

Can ...?2. ________________________________________________(yes/hold)

What's ...?3. ________________________________________________(be/your streetaddress)

Why ...?4. ________________________________________________(about/headache)

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How ...?5. ________________________________________________(need/new bankaccount)

C. LISTEN TO THE SHORT CONVERSATIONS. EACH PICTURE SHOWS A TELEPHONINGSITUATION. MATCH THE CONVERSATION AND THE SITUATION.

A. B.C.

D.E.

1. ______2. ______3. ______4. ______5. ______

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WRITING SECTIONA. MATCH THE QUESTION AND THE BEST ANSWER.

1. Can you hold please?2. Where are you from?3. Who's calling?4. Could I speak to Isobel please?5. What time does the bank close?6. What's your number?7. What's your full name?8. What's your last name?9. When's the best time for you?

10. Who do you want to speak to?

(....) It's Rachelle.(....) At 8pm(....) Yes, I can hold(....) McDonald(....) Mrs. Rachelle McDonald(....) Any time after 3:30.(....) From Calgary(....) She's on the phone.(....) It's 403.676.5626(....) Can I speak to Tara please?

B. WRITE THE MISSING INFORMATION ON THE BLANK.

At the bank...

A: Thank you for calling CIBC customer service. How _____ I assist you?B: Hello. I want ___ open a new _________ account.

A: You can do that at the nearest branch. Can I help you find a convenient location?B: Yes, ___________. I live in the SE.

A: Ok. There _____ a branch located on 8th Avenue and 5th Street SE.

[is please may to bank]

Calling in sick...

A: Hello. This is Super Fun English School.B: Hi, my name is ___________. I'm a _____________ at Super Fun EnglishSchool. I'm very _______ today so I won't be coming to __________.

A: Ok. Who's your ____________?B: My ____________ is ________________.

A: Alright I'll tell ______ that you won't attend ________ today. Is there_____________ I can help you with?B: No, ________________.

A: I hope you __________________.B: Thank you, __________________.

[teacher x2 student sick class teacherfeel better Rachelle Luis classes hersee you tomorrow anything else that's all]

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READING SECTION

A. PUT THE CONVERSATION IN THE CORRECT ORDER. WRITE THE NUMBERS 1 TO 10 ONTHE BLANKS.

(....) Thanks.(....) Yes. Please ask her to call me.(....) About an hour. who's calling?(....) O.K. I'll give her the message.(....) This is her sister Rachelle.(....) Can I speak to Channy please?(....) Hello. This is Majed. How can I help you?(....) I'm afraid she isn't here right now.(....) Do you want to leave a message?(....) Oh. When will she be back?

B. What type of situation is this? (check one)

(....) a wrong number(....) calling customer service(....) asking to leave a message(....) offering to take a message

C. READ THE CONVERSATION. ANSWER THE QUESTIONS.

A: Welcome to Nappon Airlines. How may I help you?B: I need a ticket to Osaka, Japan?

A: We have three flights to Osaka weekly: Monday, Wednesday, and Friday. Theflights on Monday and Friday are direct and the one on Wednesday has a stopover inTokyo. When were you thinking of flying to Osaka?B: I would prefer Wednesday.

A: Will this be round trip or one way?B: Round trip returning the following Monday.

A: How would you like to fly? Economy? Business? Or first class?B: Business, please.

A: And will anyone be traveling with you?B: No. Im traveling alone.

A: OK, please give me a minute while I check price and availability. Oh! Good! Thereare several seats still available. The flight departs at 11:20 AM and arrives in Osakaat 6:40 PM local time. The price is $877.00. Shall I book it for you?

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B: Not yet. I have a few more places to check and then Ill get back to you.

1. What type of situation is this? (check one)

(....) a wrong number(....) calling customer service(....) asking to leave a message(....) calling a travel agent

2. When does caller B want to travel?

__________________________________________

3. Which class will caller B be travelling in?

___________________________________________

4. How much will the ticket cost?

___________________________________________

5. Who will be travelling with caller B?

___________________________________________

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ANSWER KEYLISTENING SECTION

A. LISTEN TO THE ANSWER. THEN WRITE THE QUESTION. REMEMBER THE (?) QUESTIONMARK.

Hello, who's speaking (is calling/it)?Hello, this is Rachelle speaking?

Who would you like to speak to?I would like to speak to Sally please?

Is Sally there?No, I'm sorry Sally isn't here.

Can I leave her a message?Sure you can. What's your message?

Would you please tell her that I called?Ok. I'll tell her that you called.

What's your telephone number?My number is 403-686-1099.

What's your first name?My first name is Martha.

What's your last name?My last name is Chen.

What's your full name please?My full name is Mary Parker.

Can you hold (on) for a moment please?Sure. I can hold.

What's your address?It's 121 Sunny Street SE, Calgary.

B. LISTEN TO THE QUESTION. THEN WRITE THE ANSWER. USE THE WORDS GIVEN.

What's your full name please?(full name/is) My full name is Rachelle McDonald.

Can you hold (on) for a moment please?Sure. I can hold.

What's your address?It's 121 Sunny Street SE, Calgary.

Why do you need to see the/a doctor?I need to see the doctor about my headache.

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How can I help you today?Today, I need your help to open a new bank account.

C. LISTEN TO THE SHORT CONVERSATIONS. EACH PICTURE SHOWS A TELEPHONINGSITUATION. MATCH THE CONVERSATION AND THE SITUATION.

1. __E__

A: Good afternoon. How can I help you today?B: Well, I need to see the doctor.A: Ok. What seems to be the problem?B: Well, I was playing the park and I tripped and fell on my arm...

2. __D__

A: Thank you for calling CIBC. This is Cathy. How may I help you today?B: Hi. I need to check my bank balance.A: No problem. I can help you with that. What is your card number please?B: Ok, just a moment let me get it.

3. __A__

A: Mokia helpline. What seems to be the problem?B: My cell phone won't turn on.A: Ok. What model phone is it?B: It's a DVM Razor. No matter what I do, it won't start.

4. __B ___

A: Hello, I really need to make an appointment for today if I can.B: Today? What do you need to see the dentist about?A: I have had a terrible toothache for days and I just can't stand it anymore!B: Oh I see...alright come right after lunch and I will do my best to fit you in.

5. __C__

A: Marty's autoshop. How can I help you?B: My car is making a loud noise and its smoking.A: Oh dear. Why don't you bring it in this evening?B: Thank you so much. Is 6 pm ok?

WRITING SECTIONA. MATCH THE QUESTION AND THE BEST ANSWER.

Can you hold please? Yes, I can hold.Who's calling? It's Rachelle.What's your number? It's 403.676.5626What's your full name? Mrs. Rachelle McDonaldWhat's your last name? McDonald

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When's the best time for you? Any time after 3:30.Could I speak to Isobel please? She's on the phone.Who do you want to speak to? Can I speak to Tara please?Where are you from? From CalgaryWhat time does the bank close? At 8pm

B. WRITE THE MISSING INFORMATION ON THE BLANK.

At the bank...

A: Thank you for calling CIBC customer service. How _may _ I assist you?B: Hello. I want _to_ open a new __bank_ _ account.

A: You can do that at the nearest branch. Can I help you find a convenient location?B: Yes, __please __. I live in the SE.

A: Ok. There _is _ a branch located on 8th Avenue and 5th Street SE.

[is please may to bank]

Calling in sick...

A: Hello. This is Super Fun English School.B: Hi, my name is __Luis__. I'm a __student__ at Super Fun English School. I'mvery _sick_ today so I won't be coming to _class__.

A: Ok. Who's your _teacher_?B: My _teacher_ is __Rachelle_ _.

A: Alright I'll tell _her_ that you won't attend _class_ today. Is there ___anything

else__ _ I can help you with?B: No, __that's all_____.

A: I hope you __feel better____.B: Thank you, __see you tomorrow____.

[teacher x2 student sick class teacherfeel better Rachelle Luis classes hersee you tomorrow anything else that's all]

READING SECTION

A. PUT THE CONVERSATION IN THE CORRECT ORDER. WRITE THE NUMBERS 1 TO 10 ONTHE BLANKS.

(.10.) Thanks.(..8..) Yes. Please ask her to call me.

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(..5..) About an hour. who's calling?(..9..) O.K. I'll give her the message.(..6..) This is her sister Rachelle.(..2..) Can I speak to Channy please?(..1..) Hello. This is Majed. How can I help you?(..3..) I'm afraid she isn't here right now.(..7..) Do you want to leave a message?(..4..) Oh. When will she be back?

B. What type of situation is this? (check one)

(....) a wrong number(....) calling customer service(....) asking to leave a message(.x.) offering to take a message

C. READ THE CONVERSATION. ANSWER THE QUESTIONS. WRITE 1 TO 3 WORDS ONLY.

A: Welcome to Nappon Airlines. How may I help you?B: I need a ticket to Osaka, Japan?

A: We have three flights to Osaka weekly: Monday, Wednesday, and Friday. Theflights on Monday and Friday are direct and the one on Wednesday has a stopover inTokyo. When were you thinking of flying to Osaka?B: I would prefer Wednesday.

A: Will this be round trip or one way?B: Round trip returning the following Monday.

A: How would you like to fly? Economy? Business? Or first class?B: Business, please.

A: And will anyone be traveling with you?B: No. Im traveling alone.

A: OK, please give me a minute while I check price and availability. Oh! Good! Thereare several seats still available. The flight departs at 11:20 AM and arrives in Osakaat 6:40 PM local time. The price is $877.00. Shall I book it for you?

B: Not yet. I have a few more places to check and then Ill get back to you.

1. What type of situation is this? (check one)

(....) a wrong number(.x.) calling customer service(....) asking to leave a message

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(....) calling a travel agent

2. When does caller B want to travel?

__On Wednesday_________________________________

3. Which class will caller B be travelling in?

___Business class____ _____________________________

4. How much will the ticket cost?

___$877_ _______________________________________

5. Who will be travelling with caller B?

___no one__ ____________________________________

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Documents

Telephoning Quiz