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Make the call/answer the phone., START, An Order Ana Jiménez - Coggle…
Make the call/answer the phone.
Asking for someone.
”Could I speak to…”
Is she/he available?
YES
Give reason for calling.
“I wanted to order some publications”
“Could I order some publications”
”We need a few more details”
Take an order.
”Which publications did you want?”
”What about payment?”
Check order details.
”Sorry, was that two copies?”
”What about payment?”
Write down personal information.
”I’ll just take down your name and address”
Asking about payments.
”Would you send us an invoice marked for my attention?”
“Can I give you a credit card number?”
Thanking
Asking for clarification.
”Can you tell me what’s happening?”
”What’s the position with this order?”
Apologizing.
”We’re very sorry for the delay”
”This is very unfortunate”
Expressing dissatisfaction
”As you know the delivery date was three weeks ago.”
Buying time.
”We should be able to dispatch that order soon.”
”It will be ready for dispatch next week.”
Explaining the delay.
”We’ve has trouble with our supplies.”
”The reason is that our suppliers let us down.”
Making a polite threat.
”We can’t afford to wait much long.”
”Well, we shall have to consider our position very carefully.”
2 more items...
Agreeing to a clarifying request.
”OK. Fire away”
Asking for clarification and offering options.
”What kind of stand did you want?”
”We can offer you a corner stand or an aisle stand”
Listing questions
”First of all… Secondly…And lastly…”
Clarifying your requirements
”Acorner stand would be fine.”
”I’d like a color advertisement, please.”
Checking you have the right person.
“Is that Mrs Pichler?”
Confirming your identity.
”Yes, speaking”
”Yes it is”
Breaking bad news.
”I’m afraid that would mean a completion date of 3 June.”
Suggesting alternatives.
”There are two options…”
”We might use a different color perhaps.”
Acknowledging the situation.
and deciding.
”Right, I see”
”Yes. I understand”
”I’ll check with my boss and get back to you.”
END
NO
Offer help.
”I can take your order, if you like”
”Can I help at all?”
START
An Order
Ana Jiménez