MF1002_2: Ingls profesional para actividades comerciales.

FPPE/FA/2015/002/003

1.1. TERMINOLOGA ESPECFICA EN LAS RELACIONES COMERCIALES

CON CLIENTES

PRACTICE. Think about the answers

- What is the principal characteristic of oral language?

- Name two differences between oral and written language
- What other factors are important when speaking?
- What is essential to avoid in oral language?

SPEAKING ON THE PHONE - HABLANDO POR TELFONO

La comunicacin telefnica es una parte esencial en las relaciones comerciales con

clientes. Muchas de las operaciones se realizan a travs del telfono: peticiones de
informacin, presupuestos, entrevistas de ventas, etc. Por lo que es necesario conocer
las peculiaridades de la comunicacin telefnica para poder comunicarnos con fluidez y
naturalidad.

Some rules to take into account when we are talking on the pone:
Algunas reglas a tener en cuenta cuando hablemos por telfono

1. Speak clearly so the other person can understand you Habla claro de modo que la otra
persona pueda entenderte.
2. Speak in a polite and friendly voice Habla de modo educado con un tono de voz amigable.
3. Let the other person finish, dont interrupt him/her Deja que la otra persona acabe, no
la interrumpas.
4. Take notes during the call Toma notas durante la llamada
5. Always confirm each point of information Siempre confirma cada punto de informacin

Some useful sentences when talking on the phone

Algunas frases tiles cuando hablamos por telfono

Answering the phone Contestando una llamada

- Good morning/afternoon/evening, Intra Company. Susan speaking.
Buenos das/tardes/noches. Intra Company. Susan speaking
- Whos calling, please? - Quin llama, por favor?

Introducing yourself Presentarse a uno mismo

- This is Mary Johnson speaking. Al habla Mary Johnson
- Hello, this is Mary Johnson from Intra Company.- Hola, mi nombre es Mary Johnson de
Intra Company

Asking for someone Preguntando por alguien

- Could I speak to Susan Kent, please? - Podra hablar con Susan Kent, por favor?
- Id like to speak to Susan Kent, please Me gustara hablar con Susan Kent, por favor.
- Could you put me through to Susan Kent, please?
Podra ponerme con Susan Kent por favor?
- Could I speak to someone who? Podra hablar con alguien que.?
- Could I speak to someone in sales, please? - Podra hablar con alguien de compras, por
favor?

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Explaining Dando explicaciones

- Im afraid Mr. Garca isnt in at the moment Me temo que el seor Garca no se
encuentra en este momento
- Im sorry; hes in a meeting at the moment. Lo siento, l est en una reunin en este
momento.
- Im afraid hes on another line at the moment. Lo siento, ella est por la otra lnea en
este momento.
- Im sorry, but he is on holidays this week. Lo siento, pero est de vacaciones esta
semana

Putting someone on hold Poner a alguien en espera

- Just a moment, please. Espere un momento, por favor
- Could you hold the line, please? - Podra esperar un momento, por favor?
- Hold the line, please Mantngase a la espera, por favor.
- Hold on, please Espere, por favor

Problems - Problemas
- Im sorry, I dont understand. Could you repeat that, please?
Lo siento, no lo entiendo. Podra repetirlo, por favor?
- Im sorry; I cant hear you very well. Could you speak up a little, please?
Lo siento; no puedo orle muy bien. Podra hablar ms alto, por favor?
- Im afraid youve got the wrong number. Me temo que tiene el nmero equivocado
- Ive tried to get through several times but its always engaged.
He intentado pasarle varias veces pero siempre tiene la lnea ocupada
- Could you spell that, please?
Podra deletrearlo, por favor? (ver anexo hoja spelling Alphabet)

Putting someone through Pasando una llamada

- One moment, please. Ill see if Mrs. Elian is available. Un momento, por favor. Mirar si
Mrs Elian est disponible.
- Ill put you through. Le paso
- Ill connect you. Le pongo en comunicacin

Taking a message Cogiendo un mensaje

- Can I take a message? - Puedo coger un mensaje?
- Would you like to leave a message? - Le gustara dejar un mensaje?
- Can I give him/her a message? Puedo darle un mensaje?
- Ill tell Mrs. Jones that you called as soon she is available. Le dire a la seorita Elian
que la llame tan pronto como est disponible.
- Ill ask him/her to call you as soon as possible. Le dir que le llame lo antes possible.

Some examples: Algunos ejemplos:

- Good morning, Sabana Travels, this is John speaking. How may/can I help you?
Buenos das, Sabana Travels, John al habla. Cmo puedo ayudarle?

- Hello, billing, this is Susan speaking.

Hola, departamento de facturacin, Susan al habla.

- Whos speaking please? - Quin est al habla, por favor?

- Could you hold the line for a moment, please? Ill put you through.

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Podra esperar un momento en lnea, por favor? Le paso

- Could you spell that, please? - Podra deletrearlo, por favor?

- Could you say that again, please? - Podra repetir, por favor?

- Can I call you back later? Whats your number? - Podra llamarle ms tarde? Cul es
su nmero?

- Ill call you later. Le llamar ms tarde

- Thanks for your call/ Thanks for calling Gracias por su llamada

VIDEO Lesson 84: Answering the telephone and transferring a call Holding the line

- Secretary: Hello, this is the Multiplus company

- Ms. Anderson: Hello, is that the sales and marketing department?
- Secretary: Yes, it is. How can I help you?
- Ms. Anderson: Id like to speak with Mr. Smith, please?
- Secretary: Could I ask who is calling, please?
- Ms. Anderson: Yes, my name is Michelle Anderson
- Secretary: OK Ms Anderson. Would you mind holding the line a moment?
- Ms. Anderson: Thank you
- Secretary: Mr Smith, you have Ms. Anderson on line 1.
- Mr. Smith: (Oh no! I dont want to talk to her!)
- Secretary: Should I tell her that youre busy and youll call her back later?
- Mr. Smith: (Yes, tell her that)
- Secretary: OK
TAKING A MESSAGE
- Secretary: Im afraid Mr. Smith is too busy right now to take your call
- Ms. Anderson: I see. Can you ask him to call me back, please?
- Secretary: Certainly. Can I have your number?
- Ms. Anderson: Yes, its 4441234
- Secretary: Thank you
- Ms. Anderson: Goodbye
- Secretary: Bye
- Secretary (to boss): Here you go
- Mr. Smith: Oh, did she say what she wanted?
- Secretary: No, she just wants you to call her back
- Mr. Smith: Anything else?
- Secretary: No
- Mr. Smith: OK, thanks
LEAVING MESSAGES
- S1: Hello, Mr. Smiths office
- S2: Can I speak to Mr. Smith, please?
- S1: Im sorry, Mr. Smith is in the meeting right now
- S2: Oh, I see. This isnt an important call though
- S1: Could I ask who is calling, please?

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- S2: Yes, Im calling from Mr. Johnsons office. To whom am I speaking?

- S1: My name is Jane. Im Mr. Smiths new secretary
- S2: Nice to meet you Jane. Could you please tell Mr. Smith to call Mr. Johnson today?
- S1: What is it about?
- S2: Mr. Johnson would like to talk about the prices of your products
- S1: OK. Ill tell him as soon as he finishes this meeting
- S2: OK. Thank you. Goodbye.
- S1: Goodbye

How to receive a telephone call Recibir una llamada

- Answer the phone as soon as possible. Responde al telfono lo antes posible

- Greet the caller. Saluda a la persona que llama
- Identify the company and yourself Identifica la compaa y a t mismo
- Listen carefully to the customer and identify what he/she wants. Escucha
cuidadosamente al cliente y averigua lo que quiere
- Pass the call to the person he/she wants to speak to or offer your help in case it is
possible. Pasa la llamada a la persona con la que quiere hablar y ofrece tu ayuda en caso
de que sea posible.
- Thank the customer. Da las gracias al cliente

Example - ejemplo
- Good morning, ABC associated, Lena speaking, how can I help you?
Buenos das, ABC associated, Lena al habla, en qu puedo ayudarle?
- Good morning, this is Tom Cook; I have a problem with a bill.
Buenos das, mi nombre es Tom Cook; tengo un problema con una factura.
- Hold on a moment, Ill put you through the billing department.
Espere un momento, le paso con el departamento de facturacin

How to make a phone call Como realizar una llamada

- Identify yourself and your company Identifcate a ti mismo y a la compaa

- Expose clearly the reason for your call. Expn claramente el motivo de tu llamada
- Always thank for the help offered. Siempre agradece la ayuda ofrecida

Example - Ejemplo
- Good morning, Silvia speaking, can I help you?
Buenos das, Silvia al habla, puedo ayudarle?
- Good morning, this is Carlota from Copimers. Could I talk to the sales manager,
please?
Buenos das, soy Carlota de Copimer. Podra hablar con el director de ventas, por
favor?
- Hold on a moment, Ill see if she is available. Espere un momento, voy a ver si est
disponible.
- Thanks - Gracias

RECEIVING VISITORS RECIBIENDO VISITANTES

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(Video: Welcoming a visitor in English)

Vamos a enumerar algunas reglas de cortesa que deberemos tener en cuenta cuando
tratemos con visitas que lleguen a nuestro centro de trabajo.

Rules for receiving visitors Reglas para la recepcin de visitantes

- Always greet the visitor.- Siempre saluda al visitante

- Offer help or ask for the reason of his/her visit. Ofrcele ayuda o pregunta la razn de
su visita.
- Ask for his/her name and company.- Pregunta por el nombre de su empresa
- Offer to take a seat. Ofrcele tomar asiento

Examples:
V Good morning, My names Vero Gil
Buenos das, mi nombre es Vero Gil
S Good morning, Ms. Gil, what can I do for you?
Buenos das seorita Gil, qu puedo hacer por usted?
V I have an appointment with Mr. Shell.
Tengo una cita con Mr. Shell
S Take a seat, please, Ill tell Mr. Shell you are here.
Tome asiento, por favor, le dir al seor Shell que est aqu
V Good afternoon, Im Laura Thomas, Mrs. Johnson is waiting for me.
Buenas tardes, soy Laura Thomas, la seora Johnson me est esperando.
S I am afraid Mrs. Johnson is in a meeting at this moment, but it wont take long. Would you
like a cup of coffee while you wait?
Me temo que la seora Johnson est en una reunin ahora mismo, pero no tardar mucho.
Le gustara tomar una taza de caf mientras espera?
V A black coffee, only if it is not much trouble for you. Thank you.
Un caf solo, si no es mucha molestia. Gracias

Small talk Charla breve

(Prctica: ver tablero small talk game)

En ingles se conoce como small talk a la conversacin que se entabla entre dos hablantes
sobre temas de inters general, como el tiempo, viajes, alojamiento, etc. Es una regla de cortesa en
ingls entablar estas pequeas conversaciones con clientes, visitas, etc.

E.g.
- How was the flight? Did you have a good trip?
Cmo fue el vuelo? Ha tenido un buen viaje?
- It was fine / rather long/delayed Todo bien/demasiado largo/retrasado

- What would you like to drink? - Qu le gustara beber?

- A cup of coffee, please / with a dash of milk /only if its not too much trouble for you.
Una taza de caf por favor/con una gota de leche/si no es mucha molestia

- How was the weather when you left? - Cmo estaba el tiempo cuando saliste?
- Cold and cloudy/pretty warm/cold in the evenings/hot/rainy/quite chilly

- Where are you staying? What is the hotel like?

- At the Metropolitan. It is very nice and comfortable/a bit too noisy/really great

Basic attitudes

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Adems de manejar el lenguaje y las estructuras ms habituales en ingls es imprescindible

tener unas actitudes bsicas cuando tratemos con clientes. A continuacin se enumeran algunas de
las actitudes ms importantes.

- When speaking on the pone always smile even though the other person cant see you
he/she can feel that you are nice and willing to help him/her.
Al hablar por telfono siempre sonre, aunque la otra persona no pueda verte podr sentir que
eres una persona agradable y ests deseando ayudar

- Assist the customer as quickly as you can. Customers feel uncomfortable if you keep
them waiting for long.
Atiende al cliente lo ms pronto possible. Los clientes se sienten incmodos si les haces
esperar demasiado tiempo

- Be positive and helpful, although the other person is angry or disappointed, this would
help him to relax.
S positive y de ayuda aunque la otra persona est enfadada o molesta, esto le ayudar a
relajarse.

- Speak clearly and in a friendly way, but avoid being familiar or impolite!
Habla claro y en tono amigable pero evitar resultar demasiado familiar o maleducado

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