Instruction

Directions for Making Business Telephone Calls

Directions

Print version of "Part 5: Toolkit": PDF • Word

To prepare students to make a call, the teacher may wish to consider the procedure outlined below.

Make sure students have the name and telephone number of the best person to call.
Go over with them what needs to be said and in what order, including the following:
- Give the teacher's name and the grade of the students.
- State purpose of the call (e.g., request for information, invitation to speak, permission).
- Say why it is wanted.
- Tell what will be done with it.
- Say when it is needed.
- Explain how doing what is requested could benefit the person being called.
- Emphasize that the group will appreciate any help they might receive.
- Provide contact information. (Who should the person call or write when he or she has the information requested? Give contact's name, telephone number, address, and e-mail, as appropriate.)
Have students practice the call by making a simulated call to somebody in the group, in accordance with the following checklist:
- Be sure you can pronounce the person's name correctly.
- Use your notes to organize your call. Let the rest of the group listen.
- After the practice call, talk about what was right about the call and how the call could have been more effective.
- Revise your notes based on the follow-up discussion.
- Rehearse again. Does the call sound more professional now?
Have a student make the actual call, in accordance with the following checklist:
- Find a quiet place where there is little or no chance for interruptions.
- When someone answers, state your name and ask to speak to a specific person. (Usually in an office a receptionist answers the telephone. You might say, "Hello. My name is ______. May I please speak to Ms. _______?" The receptionist may say, "Just a moment, I'll transfer you to Ms. _____." )
- If the person is not available, ask what would be a better time or number to reach the person. Write the information, then read it back to be sure you have written it correctly.
- Thank the person answering the phone for their help. The receptionist may ask what the call is in reference to. Be prepared with a brief statement about the nature of the business. If the receptionist asks for a number to call back, be prepared to answer that question.
- When the call reaches the person, begin by introducing yourself. Use this format: "My name is _____. I am _____ from __________." (For example, "My name is Sally Goodstudent, I am a Girl Scout from troop #100 here in Norfolk, Virginia.")
- State the reason for the call. Use notes if necessary. Be brief.
- After the person responds with the information or permission, show your gratitude. "Thank you very much for ______" or, "We really appreciate your help with this information."
- If the telephone call involves making arrangements for something, follow up with a business letter confirming the details. Send a thank-you letter to anyone who helped. (See Writing Business Letters for help with letter writing.)
- If the person cannot help, ask if he or she could refer you to someone else who can. Then ask for that person's name, title, and telephone number. ("Would you please suggest someone I might call to request this information?") Repeat the information back to be sure it is correct. Thank the person for his or her time and suggestion.

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