English for Beginners: Business Phone Calls
Dialogue
Alice: Hi Bob! You look like you just saw a ghost. What’s up?
Bob: Alice! Oh, hey. I’m just practicing for my first real business phone call. I need to sound super professional.
Alice: Super professional? Bob, you usually sound like a sleepy bear.
Bob: Exactly! That’s the problem. I need to make a good impression. I even practiced saying, “Good morning, this is Bob speaking.”
Alice: [holding back laughter] “This is Bob speaking.” Very formal. Are you going to wear a tiny suit for your phone?
Bob: Don’t laugh! It’s important. What if they ask to speak to Mr. Robert? Should I say, “That’s me, but my friends call me Bob”?
Alice: No, no! Just “This is he.” Or “Speaking.” Don’t bring your friends into a business call. Unless they’re clients.
Bob: Right. “This is he.” Got it. And what if I need to transfer a call? Do I just yell, “Hey, Sarah! Phone for you!”?
Alice: [groans playfully] No! You’d say, “Please hold while I connect you.” Or “One moment, please.” Then you press the transfer button.
Bob: Oh, there’s a button! I thought it was all magic. What if I get a wrong number?
Alice: Then you say, “I’m sorry, you have the wrong number.” Politely! Don’t just hang up.
Bob: What if they ask me to spell something? My name, for example? B-O-B. Is that professional enough?
Alice: Perfectly fine. Just don’t spell it B-O-B, the builder. Unless you are Bob the Builder.
Bob: [chuckles] Okay, okay. You’re right. I’m overthinking this. But thanks for the tips, Alice!
Alice: Any time, Bob. Just remember: breathe, be polite, and don’t bark into the phone. You’ll be great!
Current Situation
Even in today’s digital world with emails and video conferences, business phone calls remain a vital part of communication. They require a specific etiquette and set of phrases to ensure clarity, professionalism, and politeness. Unlike face-to-face meetings or video calls, you can’t rely on visual cues, so your tone of voice and choice of words become even more important. Mastering basic business phone call phrases can help you make a good impression and communicate effectively in various professional settings, whether you’re talking to colleagues, clients, or suppliers.
Key Phrases
- This is [Name] speaking.
Example: “Good morning, this is Sarah speaking. How may I help you?”
- May I speak to [Name], please?
Example: “Hello, may I speak to Mr. Thompson, please?”
- Please hold while I connect you.
Example: “Certainly, please hold while I connect you to the sales department.”
- One moment, please.
Example: “One moment, please, I’ll just check that for you.”
- I’m sorry, you have the wrong number.
Example: “Oh, I’m sorry, you have the wrong number. This is not the office.”
- Could you spell that for me, please?
Example: “My last name is Miller. Could you spell that for me, please?”
- Thank you for calling.
Example: “Alright, Mr. Lee. Thank you for calling and have a good day.”
Grammar Points
-
Polite Requests with “May I” and “Could you”
We use “May I” and “Could you” to make polite requests or ask for permission, especially in formal or business settings. “May I” is for asking permission (can I do something?), and “Could you” is for asking someone else to do something.
- May I + base verb:
Example: “May I speak to the manager?” (Asking permission to speak)
Example: “May I help you?” (Offering help) - Could you + base verb:
Example: “Could you spell your name, please?” (Asking someone to spell)
Example: “Could you transfer me to extension 200?” (Asking someone to transfer)
- May I + base verb:
-
Using “Please” for Politeness
“Please” is a simple but powerful word to make any request or instruction more polite. You can place it at the beginning or end of a sentence.
- Example: “Please hold.”
- Example: “One moment, please.”
- Example: “Could you repeat that, please?”
-
The Present Simple for Self-Introduction and Facts
When you answer the phone or introduce yourself, you often use the Present Simple tense. It’s used to state facts or current situations.
- Example: “Hello, this is Bob speaking.” (Fact: who is speaking)
- Example: “I am calling from ABC Company.” (Fact: who you are and where you’re calling from)
- Example: “You have the wrong number.” (Fact: about the number)
Practice Exercises
Exercise 1: Fill in the Blanks
Complete the sentences with the most appropriate phrase from the box below.
(Phrases: May I speak, This is, Please hold, wrong number, Thank you for calling)
- Hello, ________ Jane speaking.
- ________ to Mr. Davis, please?
- I’m sorry, you have the ________.
- ________ while I connect you.
- Goodbye! ________!
Exercise 2: Match the Situation to the Phrase
Match the situation (1-3) with the best phrase (a-c).
- You want someone to wait.
- You are answering the phone and introducing yourself.
- You want to ask for a specific person.
- a. May I speak to Ms. Lee?
- b. One moment, please.
- c. Hello, this is Mark.
Exercise 3: Put the words in order to make a polite sentence.
- connect / I / you / please / while / hold / .
- spell / that / you / for / me / could / ?
- calling / for / thank / you / .
Answers
Exercise 1: Fill in the Blanks
- This is
- May I speak
- wrong number
- Please hold
- Thank you for calling
Exercise 2: Match the Situation to the Phrase
- b. One moment, please.
- c. Hello, this is Mark.
- a. May I speak to Ms. Lee?
Exercise 3: Put the words in order to make a polite sentence.
- Please hold while I connect you.
- Could you spell that for me?
- Thank you for calling.
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