Over the next two weeks we’ll be looking at business telephone calls.
You need to make an important business telephone call – perhaps you’ve applied for a new job and you’ve received a letter advising you should call to arrange an appointment for interview. Or maybe you would like to start your own business and need to find suppliers. Whatever the reason, it’s always best to be prepared. After all, you know first impressions count so you want yours to be good. That means it is essential that you sound professional, knowledgeable and confident.
Does that describe you? If the answer if no, fear not, read on for a guide on how to make a faultless business call.
What do you already know?
You may have some idea of what you think happens in a business call. So, why not take 10 minutes to write down all the phrases you’d expect to hear. Think about calls you’ve made in the past or calls you’ve received from businesses – how did they speak to you? Can you remember any of the phrases they used? When you’re done, read through the phrases at the end of this post to see how many you guessed.
What comes next?
Read through the conversation below between Mr Paul Jones and Mr Tony Smith. Paul has applied for a new job and has received a letter asking him to call to arrange an interview with Mr Smith.
Paul: “Hello, can I speak to Mr Tony Smith please.”
Female: “I’ll see if he’s available, who shall I say is calling?”
Paul: “Paul Jones”
Female: “Is he expecting your call?”
Paul: “Yes, he’s asked me to call to arrange an interview time with him.”
Female: “Thank you, hold for one moment please.”
If Mr Smith is available you can now arrange a suitable time for your interview. The conversation could go something like this:
Mr Smith: “Hello Mr Jones, I believe you are calling to arrange an interview?”
Paul: “Hello Mr Smith, yes that is correct.”
Mr Smith: “Right, would next Thursday at 1.00pm be okay for you?”
Paul: “Yes, that’s great, where do I report to?”
Mr Smith: “Just come to the reception, ask for me and I’ll come down and meet you, okay?”
Paul: “Yes, that’s fine, I look forward to seeing you at 1.00pm next Thursday.”
Mr Smith: “Thanks for calling.”
Paul: “Goodbye.”
If Mr Smith is not available, you should ask to leave a message. It should go something like this:
Female: “I’m sorry, Mr Smith is not available at the present time.”
Paul: “Do you know when he’s likely to be available?”
Female: “I’m afraid not, would you like to leave a message?”
Paul: “Yes, that would be great. Could you please ask Mr Smith to call me back on 07999 943651 when it’s convenient.”
Female: “Certainly, let me repeat that number back to you, 07999 943651.”
You: “That’s correct, thank you for your help.”
Female: “You’re welcome, goodbye.”
You: “Goodbye.”
Of course, your conversation may be much longer or much shorter than this and may contain different phrases, but the bare bones will be the same.
Phrases you might hear
Can I speak to………..please?
Hold the line, I’ll put you through.
How can I help you?
Please hold.
Can I take a message?
Who’s calling please?
What is it regarding please?
I’ll just put you through
Just a second please.
Can I leave my name and number and ask that he calls me back?
When will he be available?
Please call back after……
Who shall I say is calling?
Is he expecting your call?
Hold for one moment please.
He’s out of the office and won’t be back until……
He’s engaged, would you like to hold?
Hang on a moment please.
Thank you for your help.
I’ll see if he’s available.
And, next week we’ll be providing some further tips for great calls.
