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BEP 128 – Telephoning: Handling Sales Calls

Business English, ESL Podcast, Intermediate English, Sales English, Telephone English /

We’ve looked before at how to set up an appointment on the phone with someone you already know (BEP 119), but what about if you haven’t met the person or established a relationship with them yet? In today’s Business English Podcast, we’ll be looking at how to make contact with a prospective client and, on the opposite end of the line, we’ll examine language you can use to politely decline a request for information or a meeting.

We’ve already met Mario from Viva Fashions in previous episodes. Now Mario wants to meet with the head buyer for a chain of American stores owned by DeBourg Brands but, at this point, he doesn’t even know the buyer’s name. Mario is going to “cold call” the company and see if he can reach the buyer. First, he needs a name, and then he needs to try to speak to the buyer to make an appointment.

Listening Questions – First Call:
1) What techniques does Mario use to get information from Joan?
2) Why do you think Joan agrees to help Mario?

Listening Questions – Second Call:
1) Why does Mario keep saying “thank you” instead of “please” after making a request?
2) What language does Mario use when stating the reason for his call, and why?
3) Throughout the conversation, Mario uses informal language to minimize his request. Can you spot a few examples?

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BEP 127 – English Meetings: Discussing a Problem (2)

Business English, English for Meetings, ESL Podcast, Intermediate English /

This second part of a two-part Business English Podcast series on running and participating in a problem-solving meeting.

In the first part of this meeting (see BEP 126), the team spent time answering the question: “What is the problem?” In today’s episode, we’re going to focus on how to brainstorm solutions to a problem through discussion, how to evaluate and eliminate suggestions and then agree a plan of action.

Kathryn, the head of Human Resources at a medium-sized company, is meeting with department heads to discuss a problem they are having with low staff morale. The team has identified the root cause of the problem as the separation of staff across 3 different office locations.

Kathryn wants everyone to critique the ideas that the group has brought forward, in order to eliminate impractical suggestions. We’ll see how she confirms the best solution and how her team suggests points for action. As the dialog starts, Kathryn closes the brainstorming session and sums up the input that has been received.

Listening Questions

1) How many ideas does the group come up with for solving the staff morale problem?
2) Which idea does the group agree is the best one to try?
3) Name one of the action points suggested near the end of the meeting.

*** This lesson is part of our Business English eBook for meetings: Meeting Essentials. Premium members click here to download the complete eBook.

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BEP 126 – English Meetings: Discussing a Problem (1)

Business English, English for Meetings, ESL Podcast, Intermediate English /

One of the most common reasons for holding a meeting is to solve a problem. A meeting can be a great place to do this, because it is possible for a variety of people with different experiences and perspectives to work together to identify the problem and come up with possible solutions.

But, while we might have the right people at the meeting, the process is often flawed because one question hasn’t clearly been asked and answered: “What is the problem?” So, in today’s episode we’re going to focus on how to define the problem through discussion and then restate the problem as a challenge. In the second part of this series, we’ll look at how to evaluate and eliminate suggestions and then agree on a plan of action.

We’ll be listening to Kathryn, the head of Human Resources at a medium-sized company, who is meeting with department heads to discuss a problem they’re having with low staff morale across all departments of the company. Morale is a word used to describe a general feeling or mood.

Kathryn wants everyone to consider possible hidden reasons for low morale at the company. We’ll see how she helps participants focus on breaking down the morale problem. As the dialog starts, Kathryn calls everyone to attention and begins the meeting.

Listening Questions:

1) What is the surface problem that Kathryn and the others can see?
2) What does the group decide is the true cause of this problem?
3) What is the challenge that the group faces at the end of the dialog?

*** This lesson is part of our Business English eBook for meetings: Meeting Essentials. Premium members click here to download the complete eBook.

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BEP 120 – Telephoning: Checking on an Order

Business English, ESL Podcast, Intermediate English, Sales English, Telephone English /

Doing business across borders requires precise coordination, especially in the era of “just-in-time” delivery where goods need to be shipped to the customer at exact times. When a product is made in one country, assembled in another, and sold in a third, the companies involved need to be in constant communication from start to finish. Making sure that orders are made and delivered on time is an essential part of international business, and a lot of the monitoring will be done by phone. So, in this episode we’re going to look at ways to check on the progress of an order over the telephone.

A while back in BEP 92 & 93 we met Bill, a buyer for Bancroft’s, a chain of women’s clothing stores in the U.S. He’s placed a large order with Viva, an Italian fashion company, which is being coordinated by Catherine Traynor, Foxtrot’s shipping manager. Foxtrot is Viva’s U.S. distributor.

It’s now several months later and the order is due to be delivered. But Bill has just received a call from Bancroft’s warehouse to let him know that only half the order has been delivered so far. Now he’s calling Catherine to check on the rest of the delivery.

Listening Questions:

1. How does Catherine let Bill know she’s looking for information about his order?
2. Where is the second part of the shipment?
3. What does Catherine offer to do to avoid separate deliveries in future?

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BEP 119 – Telephoning: Making an Appointment

A2, Business English, ESL Podcast, Intermediate English, Telephone English /

In this Business English Podcast, we’ll be looking at the language used to make appointments on the telephone.

We live in the era of remote communication: teleconferencing, videoconferencing, and online meetings. More and more group efforts are getting done from a distance. In theory, at least, it’s possible to work closely with anyone in the world without leaving our desks. Nevertheless, there’s something about a face-to-face meeting that no virtual one can replace. We still need to shake people’s hands, read their body language, and make personal connections. That’s why – even today – one of the commonest uses for the telephone is to make appointments. In this episode, we’ll take a close look at making appointments on the phone.

Gordon Knight works for Bridgewater, a U.S. pension fund. (Pension funds are institutions that invest retirement savings.) At a recent conference, Gordon met Penny Yip, a senior financial analyst for the Asia Markets office of Solomon-Clyde. Solomon is a boutique – or small and specialized – global investment company that deals only with institutional customers – very large clients, like Bridgewater. Now, Gordon plans to be in Malaysia, and he phones Penny to set up an appointment to discuss possibilities for investment.

Listening Questions:

1. Where and when does Gordon say he met Penny?
2. When does Gordon suggest meeting with Penny?
3. Why does he want to meet with Penny?
4. What time do they finally agree on?

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