Study the dialogue, translate it and answer the questions below.

Ms Anderson (Jewels and Things sales representative): ring ring... ring ring... ring...

Secretary: Hello, Diamonds Galore, this is Maria speaking. How may I be of help to you today?

 

Ms Anderson: Yes, this is Ms Janice Anderson calling. May I speak to Mr Franks, please?

Secretary: I’m afraid Mr Franks is out of the office at the moment. Would you like me to take a message?

 

Ms Anderson: Uhm... actually, this call is rather urgent. We spoke yesterday about a delivery problem that Mr Franks mentioned. Did he leave any information with you?

Secretary: As a matter of fact, he did. He said that a representative from your company might be calling. He also asked me to ask you a few questions.

Ms Anderson: Great, I’d love to see this problem resolved as quickly as possible.

Secretary: Well, we still haven’t received the shipment of earrings that was supposed to arrive last Tuesday.

 

Ms Anderson: Yes, I’m terribly sorry about that. In the meantime, I’ve spoken with our delivery department and they assured me that the earrings will be delivered by tomorrow morning.

Secretary: Excellent, I’m sure Mr Franks will be pleased to hear that.

 

Ms Anderson: Yes, the shipment was delayed from France. We weren’t able to send along your shipment until this morning.

Secretary: I see. Mr Franks also wanted to schedule a meeting with you later this week.

 

Ms Anderson: Certainly, what is he doing on Thursday afternoon?

Secretary: I’m afraid he’s meeting with some clients out of town. How about Thursday morning?

 

Ms Anderson: Unfortunately, I’m seeing someone else on Thursday morning. Is he doing anything on Friday morning?

Secretary: No, it looks like he’s free then.

 

Ms Anderson: Great, should I come by at 9?

Secretary: Well, he usually holds a staff meeting at nine. It only lasts a half an hour or so. How about 10?

 

Ms Anderson: Yes, 10 would be great.

Secretary: OK, I’ll schedule that. Ms Anderson at 10, Friday Morning... Is there anything else I can help you with?

 

Ms Anderson: No, I think that’s everything. Thank you for your help... Goodbye.

Secretary: Goodbye.

Notes:

How may I be of help – This is a formal phrase used to show politeness. It means ‘Can I help you?’
delivery – поставка, доставка

delivery department – отдел доставки
to mention – упоминать
as a matter of fact – на самом деле

to resolve – решать (проблему)
shipment - груз, партия товара
to assure – уверять, убеждать
to delay – задерживать

to schedule a meeting – назначить встречу

tolook like – казаться

unfortunately – к несчастью
to hold a staff meeting – проводить «оперативку», сбор сотрудников
to last – длиться

 

1. Is Mr Franks available?

2. What information did Mr Franks leave for Ms Anderson?

3. What problems are there between the partners?

4. Is there a solution to the problem? What is it?

5. What are Mr Franks’ plans for Thursday afternoon?

6. Does Thursday morning meeting suit Ms Anderson? Why?

7. Mr Franks and Ms Anderson are meeting at 9, aren’t they?

8. How long does a staff meeting last?

Rewrite the following conversation to make it sound more polite.

 

Galaxy Computers:	Galaxy Computers. What do you want?
	________________________________
Michael Jones:	I want to speak to Harris.
	________________________________
Galaxy Computers:	Who are you?
	_______________________________
Michael Jones:	Jones. ABS Industries.
	_______________________________
Galaxy Computers:	Who? What’s your name again?
	_________________________________
Michael Jones:	Michael Jones.
Galaxy Computers:	He’s speaking with someone on his line. Want to wait?
	_________________________________
Michael Jones:	No. Tell him I called, right?
	___________________________________
Galaxy Computers:	No problem. Bye.
	____________________________________

Complete the conversation using the words and phrases in the box.

bad line             call me         Can I take a message?           Could I speak to        dialled the wrong number               hold                put me through        this is                               you’re through                          engaged

 

 

Receptionist	Sales Department. Can I help you?
Caller	Oh! I must have (a)______________________. Can you (b)______________ to Customer Service, please?
Receptionist	I’m sorry, it’s a (c) ________________. Did you say Customer Service?
Caller	Yes, that’s right.
Receptionist	Just one moment. I’m sorry, but the line is (d) ________________. Do you want to (e) ___________________?
Caller	All right.
Receptionist	(f) __________________________ now.
Caller	Hello. (g) _______________________________ the department manager, please?
Receptionist	I’m afraid he’s not in the office this morning. (h)___________________________?
Caller	Yes, please. (i) ___________________________________ George Smith. Could you ask him to (j) _____________________?
Receptionist	Yes, of course. Goodbye.
Caller	Bye.