Step 4 Vocabulary practice Two-Part Verbs

Task L The verbs below are often used when making telephone calls. Use them to fill in the gaps;

hold on ring up get back to someone

cut off get through put someone through

hang up

1. Sorry, 1 don’t know what happened. We got__.

2. I’ll__you__to her extension.

3. The line is constantly busy -1 never seem to be able to__.

4. Could yoq__a minute and I’ll see if she’s in her office.

5. Would you__Sky Air and ask if they have any seats on this Saturday’s flight to Delhi?

6. I’ll make some enquiries and__to you by eleven.

7. Don’t__yet; the call may be diverted to another number.

Task 2. What would you say in these situations? Use the verbs from the previous task.

1. Someone phones but the call is for a colleague who works on the second floor.

2. The line went dead. The person you were speaking to rings back.

3. You’re on the phone but need to get a file from the office next door.

4. You’re on the phone but haven’t got all the information to hand. You need about an hour to get it together.

5. The number is constantly engaged.

6. You want someone else to call Global Tours for you.

Task 3. Talking on the phone.

• Study carefully the expressions used when making a phone call. Give their equivalents in Russian usage.

May I speak to/with...

I am returning your call.

Sorry, could you repeat that?

I’m afraid he / she’s not in at the moment.

I’m afraid she’s not answering her phone.

I’m sorry, there’s no reply.

Can I take a message?

Shall I get him /her to call you back?

Mr. N will get back to you.

Hold on a moment, please.

Г11 just put you on hold.

I’m sorry, you’ve got the wrong number.

Sorry to keep you waiting.

• Make up several short dialogues using these expressions.

Model

Agent: Funtours, can 1 help you?

Customer. Could 1 speak to Mr. N, please?

Agent: No, I’m sorry, he is in a meeting at the moment. Can I take a message for him?

Customer: No, thanks. I’ll get back to him later.

Task 4. a) Read another extract from the training session talk and complete the gaps with a suitable word or words given:

commitment holiday/hotel/bedroom product (2)

features all/unnecessary check

presentation brochure needs

facilities (2) summarise close

feature benefit

Before beginning the (a)__stage you should always (b)__information and (c)__the facts. Then present the holiday you wish to sell. Remember that when presenting the (d)__, the particular holiday, that the client is not buying the (e)__but what it can do for him/her. For instance, the client who buys a two-week holiday in a hotel in Ibiza is not buying the hotel bedroom so they can admire the wallpaper but because it is near the beach, it has the (f)__they needed to help them relax for two weeks.

So match the client’s needs with the holiday on offer, and concentrate on the (g)__, the facilities which the client requires. You may choose to show the client a hotel which has a whole host of (h)__but do not draw their attention to all of them. It will only confuse. Instead, concentrate on those that will appeal to the client, those that you know they want or would like. In order to make the product sound attractive and appealing, ideally suited to their (i) be selective.

If you include (j)__information they may feel that this holiday is not suitable for them after all.

So present the features in the brochure as benefits. A (k)__of a hotel is that it is only 200 metres from the beach.

While a (1)__to the client is the fact that they can get to the beach easily as it is only 200 metres away. By personalising the product in this way you create a desire in the client to buy the product. It is not sufficient just to read out the facilities that a client requires out of the (m)__.

However it should be referred to. But do not read it out to the client, rather talk about the benefits to them as you point to photos of the hotel, the price charts, the temperature grids. Use it as an aid.

Then once the client shows signs of (n)__, or desiring to buy, you should stop selling and (o)__the sale. Remember that once the client agrees to the sale he/she is showing commitment.

Sum up the information in the text about selling techniques.