Lesson Plan Content:
Ordering products on the phone- line by line disappearing text
Read the whole conversation below, with one person as the caller and the other person as
both reception and the receiver. When you finish, cover the last two lines of the
conversation (or make them white if you are working with an electronic copy). Read
through the whole conversation again with different people doing each role, and finish the
conversation. For the missing lines, you can use the phrases that you remember, or
anything else which is suitable.
Cover two more lines and do the same again, changing roles again. Then continue
covering more and more lines until the teacher stops you or you have covered the whole
text. You can change anything you like in the covered part of the conversation, for example
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names
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products
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order numbers
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positive and negative answers
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small talk questions and answers
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who ends the conversation
Reception: Good afternoon. YC Technology. How can I help you?
Caller: Good afternoon. This is Clive Patrull from BHH. Can I speak to Rosa Barrera,
please?
Reception: Of course. I’ll connect you.
Caller: Thanks.
Receiver: Hello. Rosa Barrera speaking.
Caller: Hi Rosa. It’s Clive. Clive Patrull.
Receiver: Hi Clive. How’s it going?
Caller: Great, thanks. Life is almost back to normal after coronavirus. How about you?
How’s business?
Receiver: Pretty good. Our new product is getting more and more popular.
Caller: Great. Anyway, I’m calling about your laptops. Can I order some more?
Receiver: Of course. Can you tell me the order code?
Caller: Yes, it’s 9082WB. I’d like seven, please.
Receiver: Sorry, can you say that again more slowly?
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By Alex Case for UsingEnglish.com © 2021
https://www.usingenglish.com/e-
and
Caller: Of course. It’s 9,oh,8,2, W for window, B for ball.
Receiver: I’m sorry, the 9082WB is out of stock. We have the 9071WV, but it’s a little
more expensive.
Caller: Can I check the price?
Receiver: It’s $317 each.
Caller: Sorry, did you say seventeen or seventy?
Receiver: SevenTEEN, one seven.
Caller: That’s fine, seven 9071WV laptops, please. So, I think that’s all for now, thanks.
Receiver: Great. Can you confirm your order by email?
Caller: Sure, I’ll email you later today. Thanks for your help. Goodbye.
Receiver: Thanks for calling. Bye.
Ask about anything which you replaced and are wondering if it is okay, etc.
Roleplay similar ordering on the phone situations, with no help if possible.
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By Alex Case for UsingEnglish.com © 2021
https://www.usingenglish.com/e-
and
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