Stages of a phone order
Stage 1
Greeting
Salesperson:
Good afternoon, Officeworks. Can I help you?
Customer:
I’d like to place an order for some stationery items.
Salesperson:
Certainly. What would you like to order?
Customer:
I have quite a few things I want to order.
Salesperson:
That’s fine. Do you have the item numbers?
Customer:
Yes.
Salesperson:
Could you start with the item numbers first and
then tell me how many you would like to order?
Customer:
Okay. Firstly, item number AC25106S.
Salesperson:
AC25106S.
Customer:
Plastic Sleeves. Quantity, two packs of one hundred.
Salesperson:
So, that’s two packs of one hundred.
Customer:
Item number AC36200.
Salesperson:
AC36200.
Stage 2
Stating the order
Salesperson:
Anything else?
Customer:
No, that’s all thanks.
Salesperson:
Is that to be delivered?
Customer:
To Padstow.
Stage 3
Taking and checking personal details
Salesperson:
Can I have your name, please?
Customer:
Your name
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Salesperson:
How do you spell your last name?
Customer:
Spell your surname.
Salesperson:
Salesperson’s repeats the spelling.
Customer:
That’s right.
Salesperson:
And your address?
Customer:
20 – 22 Raine Road, Padstow.
Salesperson:
22/22 Raine Road, Padstow.
Customer:
No. Unit 20 to unit 22 Raine Road, Padstow.
Salesperson:
20 (pause) to 22 Raine Road, Padstow.
Customer:
That’s right.
Stage 4
Taking and checking payments details.
Salesperson:
How do you want to pay for that?
Customer:
Visa.
Salesperson:
Can I have your visa number?
Customer:
Double 1 32 double 6 89 7655 1 triple zero.
Salesperson:
And the name on the card?
Customer:
Your name.
Salesperson:
And the expiry date?
Customer:
Ten Twenty Ten.
Salesperson:
Thanks. So that’s double 1 32 double 6 89 7655 1 triple zero.
Expiry date 10 twenty 10.
Customer:
Yes.
Stage 5
Closing
Salesperson:
OK. That will be delivered in (you choose)
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Customer:
Thanks.
Salesperson:
Thank you. Bye.
Customer:
Bye.
Adapted from:
NSW AMES, English for Employment, At Work, 2009, p 40, 41
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