四、缺词填空。(每空一词)
How you speak on the telephone is very important. If you use good telephone skills, the caller will be
p 1. If not, they may not want to deal with you or your company again.
First, make sure you
a 2 the call formally, giving your name and the name of your company. This will let the caller know that you are professional.
You should also remember to smile as you speak, and use a
f 3 tone(语气). If you are in a noisy place, try to speak
c 4 so the caller can hear you. If you sound bored or too busy, the caller will think you are
i 5.
Your choice of words can make a big
d 6 too. For example, if you haven't heard what a caller said, it is much more polite to say "I'm sorry. Could you say that again, please?" than to simply say "
W 7?"
Similarly, if a caller asks to speak to someone, don't just say "yes" or "no". If you are about to
c 8 if the person is there, you can say "Just a moment, please. I'll check for you." If the person is available, say that you will put the caller through to him/her. If he/she is unavailable, explain where he/she is, and then take a
m 9. In either situation, you will also need to get some
i 10 about the caller, such as his/her name or company. Make sure you get all that you need and, most importantly, ask for it politely.
1.
pleased
2.
answer
3.
friendly
4.
clearly
5.
impolite
6.
difference
7.
What
8.
check
9.
message
10.
information