Unit 8 Could I speak to Mr. Smith

Unit Goals

Part 1 Practical Listening & Speaking

Part 2 Business Speaking

Part 3 Listening Practice

Part 4 Fun Listening

Unit Goals

When the students finish learning this unit, they should be abl

e to

know how to make a sales call

know how to leave an answering machine message

understand some tips for making a business phone call

Lesson 15Part 1 Practical Listening & Speaking

A. Word Study

B. Functional Listening

C. Language Check

D. Controlled Practice

E. Business Culture

A. Word Study

operator 接线员 connect 连接

Chamber of Commerce 商会 customers 顾客

a wide range of 大范围的 high quality 高品质

catalogue 目录 price list 价目表

review 回顾 looking forward to 期待

answering machine 答录机 sample 样品

appreciate 感激 confirm 确认

brochure 小册子 returning your call 回复你的电话

at your convenience 在你方便的时候

B. Functional ListeningTask:Making a sales call: listen to the recording and fill in the blanks.

Operator: Good morning. OPQ International. How may I help you?

Alicia: Good morning. This is Alicia Wang calling from MAT Office Furniture. Could I

speak to Andy Douglas in the Purchasing Department, please?

Operator: Hold on please. (1) __________________.

Andy: Andy Douglas speaking. What can I do for you?

Alicia: Hello, Mr. Douglas. This is Alicia Wang calling from MAT Office Furniture. Th

e German Chamber of Commerce introduced you to us. (2) ___________________

__.

Andy: Sure. Go ahead.

Alicia: I was wondering if you need any office furniture. We have been (3) ________

_______________________ high-quality office furniture for 10 years.

Andy: Yes, we are now looking for some furniture for our office. Could you send (4)

___________________________ to us first?

Alicia: Certainly. I will send them to you this afternoon.

Andy: OK. We'll get back to you after reviewing your catalogue.

Alicia: I'm looking forward to hearing from you soon. (5)_______________________.

John: We have a subsidiary in India, and 20 branches all over the world. (3) _________________________________ in Shanghai.

I will connect you

specializing in a wide range of

your catalogue and price list

Andy: You're welcome. Goodbye.

Alicia: Goodbye.

Thank you for your time.

Is it a good time to talk?

How to make a sales call?identifying yourself and your company

asking to speak to someone

explaining how you got the name of the called party

explaining the purpose of a call

introducing your company

promising to take action

thanking and looking forward to

Procedures

C. Language Check

Task One: Identifying yourself and your company

Hello, this is Paul Smith______ from DND International.

Hello, this is Jenny Lee ______ from BHI in New York

Task Two: Asking to speak to someone

I'd like to speak to Stephanie Larson.

Could I speak to Stephanie Larson, please.

Could you put me ______ to Gary Macdonald in the Purchasing

Department? Task Three: Explaining how you got the name of the called party

Your name was _____ to me by Mr. Lee, one of your business

contacts.

The American Chamber of Commerce gave your name to us. Is it a

good ____ to talk?

calling

ringing

through

given

time

Task Four: Explaining the purpose

I'm phoning/ calling about our new product, which you _______

be interested in.

I was wondering if you might _____ some building materials for

your new office.

Hello, James. This is Peter. Mike asked me to call you baout the

DKL system. Is it a good time to talk?

Task Five: Introducing your company

We have been ___________ in this line for 10 years.

We have been specializing in the up-market office furniture for 20

years.

might

need

specializing

Task Six: Promising to take action

I'll send you our catalogue right away.

I'll e-mail our catalogue to you ______. Task Seven: Thanking and looking forward to.

Thank you for your time.

I'm looking ______ to hearing from you. (Response: Me, too.)

I'm looking forward to hearing from you. (Response: Me, too.)

soon

forward

D. Controlled Practice

Work with your partner to make a dialogue based on the following chart.

YOU

Hello?

Who is this?

I'm John Hanks.

Yes.

No, you can't. Send us your catalogue and price list first.

Bye

YOUR PARTNER

Hello?

I want to speak to John Hanks in the Purchasing Department.

Hi, Mr. John. Your friend said your company wants some software( 软件 ) 。 Right?

I want to visit you to show you our product.

OK. I will.

Bye.

E. Business Culture---Tips for Making a Business Phone CallListen to a passage and discuss the following questions with your partner.

(1) What should you prepare before making a business phone call?

(2) What should you pay attention to during the call?

(3) What should you do after the call?

Pair WorkPair WorkA

Role PlayRole PlayB

Part 2 Business Speaking

A. Pair work

Task: Work with your partner to match the advice on the left with the similar sentences on the right.

1) Make sure the other person knows who you are and why you're calling.

2) Ask the other person to repeat information you didn't catch.

3) Ask the other person to speak slowly

4) Offer to call back if you need time to check on information

5) Say if you can't answer a question.

6) Check that you've noted down the other person's details correctly.

7) Offer to send information by fax or email.

A. I'm sorry, could you speak a little more slowly, please?

B. Could you just hold the line a moment, please? I'll need to ask my supervisor.

C. Hello, this is Tom Wu. I'm calling about the DAT System.

D. I'm sorry, but I didn't quite understand what you mean. Could you repeat that?

E. I'm not quite sure about that. Could I call you back in a few minutes, please?

F. I could email that information to you or send you a fax.

G. Can I just check that I've noted everything down correctly ？

B. Role play

Task: Role-play a telephone conversation according to the following situation. Take turns playing role in the conversation.

A: This is...from HBC International. Could I speak to Mr. Miller, please? B: I'm afraid Mr. Miller is not in at the moment. May I take a message?

Use your own name. You are Mr. Lee's assistant at HBC International. Mr. Miller is coming to visit your company next Friday. You phone his assistant and give him/her (list) of what you have planned.

Use your own name. You are Mr. Miller's assistant. You will receive a call from Mr. Lee's assistant about Mr. Miller's visit to HBC International next week.

Mr. Miller's trip to HBC International: Make notes on the arrangements:

10:00: Meet Production Manager.

Make sure Mr. Miller is seeing these people: Production Manager, Sales Manager, and Training Manager.

11:30: Meet Sales Manager. Don't forget to tell them that Mr. Miller doe

an't eat meat.

13:00: Lunch at White Sheep Restaurant with Training Manager.

Tell them Mr. Miller is coming by train.

15:00: Tour of the factory

Find out how Mr. Miller is planning to get to your company. If he is coming by train, offer to send a car to the station to meet him.