Lesson 30: How to Survive on the Phone

Key Expressions
When answering the phone in a business setting there are 5 main
components to the conversation:

I. Welcoming Reception
-receiving the call
-who is calling?

II. Exchanging and Recording Information

-figuring out what do they want?
-getting important personal information from them
-responding to their request

III. Controlling the Flow of Information

-slowing down the caller or speeding them up to ensure YOUR understanding of
the message.

IV. Confirming Understanding

-ensuring the information has been recorded properly.

V. Saying Good Bye

-ending the conversation professionally.

Alphabetical Call Signs

A = Alpha N = November
B = Bravo O = Oscar
C = Charlie P = Papa
D = Delta Q = Quebec
E = Echo R = Romeo
F = Foxtrot S = Sierra
G = Golf T = Tango
H = Hotel U = Uniform
I = India V = Victor
J = Juliet W = Whiskey
K = Kilo X = X-Ray
L = Lima Y = Yankee
M = Mike Z = Zulu
I. Welcoming Reception
*FIRST LINE is polite business language, SECOND LINE is direct
meaning.

1. Good morning/afternoon/evening + [YOUR NAME] speaking.

How may I help you?

2a. Can I ask who is calling?*

What is your name?

2b. I’m sorry, I didn’t catch your name….

I don’t know your name

II. Exchanging and Recording Information

3. Can I take a message?

Please tell me what you want

4. Well the thing is…

There is this problem…

III. Controlling the Flow of Information

5. Pardon me, what did you say?

Say that again/Please repeat

6. Sorry, but could you speak more slowly please?

Don’t speak so fast

7. Hang on/Wait a second/Wait a sec*

Wait a moment
*this is somewhat direct language, so be careful using these!

IV. Confirming Information

8. With an ‘e’ for echo*

The letter ‘e’
With a ‘f’ for FOXTROT
With a ‘c’ for CHARLIE
*see “Alphabetical Call Signs”

9a. Are you with me?

Do you understand?

9b. I got you

I understand

10. Could you read this information/them back to me? *

Repeat that information
*use this at the end of conversation only
V. Saying Goodbye

11. Thanks for calling. We will respond to your request as soon as

possible.