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May I know who’s on the line please?

Receptionist: Grace Note Art and Music Studio, good afternoon, this is Lily speaking, may I
know who’s on the line please?
Caller: This is Biboy from JB Music Studio. I’m calling for Ms. Winona. Is she around?
Receptionist: One moment please. Sir, hold on while I’ll call for her.
Caller: Thank you.
Receptionist: Kindly hold on for a minute.
Ms. Winona: Hello, this is Winona speaking. What can I do for you?
Caller: This is Glenn from JB Music Studio. I would like to follow up on the ¾ Violin you or-
dered last Wednesday.
Ms. Winona: Yes, how could I ever forget about that? Is it available now?
Caller: Yes, Ma’am. Would you like us to deliver it, or would you drop by our store?
Ms. Winona: I think I’ll just have to drop by there tomorrow. I still have to look at the quality.
The tones, strings, the body, the bow, and the feel…everything…Well, I bet you understand
that.
Caller: Yes, of course. Ok, we’ll just have to expect you tomorrow at the store?
Ms. Winona: Thank you.
Caller: All right, see you tomorrow then.
Ms. Winona: Ok, thank you for calling.

1. Do you usually answer telephone calls in the office?

Sample answer:
Certainly, I usually handle calls in my department because I’m in Customer Service.

2. What are the things that you should consider in telephone courtesy?

Sample answer:
I should maintain the level of my voice and make it sound perky. I should also use polite words
such as please, may I, and kindly.

3. Have you tried answering an impolite caller?

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