Following on from last week, this blog is looking at what a typical business conversation might go like.
A Typical Conversation
Have a look at the conversation below. You need to speak to Sarah Collins, she works in the Human Resources department and is the person who’ll be dealing with sending forms to people wanting to apply for the role of sales advisor. You saw the advert in the local evening paper – The Standard. Before you read through the transcript, take five minutes to think about what you might say and what she might say in response. First you speak to the receptionist:
Receptionist: Good afternoon, Business Solutions how can I help?
You: Hello, can I speak to Sarah Collins please?
Receptionist: What’s it regarding please?
You: I’d like to speak to Miss Collins about an advertisement for the role of sales advisor in The Standard.
Receptionist: Okay, I’ll see if she’s available, just hold the line please.
You: Certainly, thank you.
You then get put through to Miss Collins:
Miss Collins: Hello, this is Sarah Collins, how can I help?
You: Hello Miss Collins, I’m calling regarding the advertisement in The Standard for sales advisors. I’d like to request an application form please.
Miss Collins: Right, that’s great. I just need to take a few details and then we’ll get the application off to you. First can you please give me your full name please?
You: Of course, it’s Peter Smith. (If the other person seems to be having difficulty with your name, offer to spell it out.)
Miss Collins: And your address is?
You: It’s 25 Barton Road, Fairfield, Easton, Derbyshire, SK17 8OP (say this slowly to give Miss Collins time to write it down and, again, spell out any awkward words).
Miss Collins: Do you have an email address I can take?
You: Yes, it’s petersmith@yahoo.co.uk
Miss Collins: And a telephone number, mobile if you have one?
You: Certainly, it’s 07863 452 859.
Miss Collins: Right, I think that’s all I need from you, I’ll get an application form and information pack in the post to you today.
You: Thank you. Before you go, could I ask a couple of questions please?
Miss Collins: Of course, what can I help you with?
You: Could you please tell me the closing date for applications?
Miss Collins: Yes, it’s the 23rd July, plenty of time.
You: Yes, thank you and which address should I use to send in my completed form?
Miss Collins: You should send it to the head office address, it’s on the top of the application form.
You: Thank you.
Miss Collins: Is there anything else I can help you with?
You: No, thank you for your help.
Miss Collins: You’re welcome, I look forward to receiving your completed application and if you have any queries or questions please call and speak to me again.
You: Thank you, good bye.
Miss Collins: Good bye.
So, you’ve been polite, asked the questions you needed to know the answer to and given your details in a professional, clear, businesslike manner – now you can sit back and wait for the application form to arrive.
What happens if Miss Collins is not there when you call? Do you know what you should do? Well, the easiest thing to do is to leave a message asking her to call you back. Leave your name, number and a short message detailing why you need her to call you back. You could say something like this:
You: Can I speak to Sarah Collins please?
Receptionist: I’m sorry, she’s in a meeting right now. Would you like to leave a message?
You: Yes please, can you please ask her to call Peter Smith on 07863 452 859 regarding the position of sales advisor.
Receptionist: Yes, of course.
You: That’s great, thank you.
Receptionist: Is there anything else I can help you with?
You: No thank you, that’s all, good bye.
Receptionist: Good bye.
As you can see, it’s pretty easy once you get the hang of it. Soon you’ll be confident speaking to anyone on the telephone.
