Starting a Business Phone Call
CEFR: A2
Read/Listen first
Emma Lewis works as a sales assistant in a small technology company. This morning she needs to call a new supplier to confirm a delivery date. She dials the main phone number and waits while the line rings. After the third ring, a polite receptionist answers, “Global Connect, good morning, how may I help you?” Emma smiles and replies, “Hi, this is Emma Lewis from Starline Systems. I would like to speak to the purchasing department, please.” The receptionist has already answered three other calls today and sounds very professional. She says, “Certainly, I will put you through to extension two five one.” The line clicks and Emma hears another voice. The purchaser says, “Hello, this is the purchasing manager speaking.” Emma explains that the company has placed a large order and that one item did not arrive last week, so she has called again to make sure everything has been shipped.⚡ Learning goals
- Can start a polite business phone call with a receptionist.
- Can introduce themselves and their company clearly on the phone.
- Can ask to be connected to the right department or extension.
✨ Key language
- Good morning, how may I help you? “Good morning, how may I help you today?”
- Hi, this is Emma Lewis from Starline Systems. “Hi, this is Emma Lewis from Starline Systems.”
- I would like to speak to the purchasing department. “I would like to speak to the purchasing department, please.”
⚙️ Rules & Grammar — 4 Structures
1️⃣ Present perfect vs past simple
Rule: Use present perfect for recent experiences linked to now, and past simple for finished past times like “last week”.Examples: The receptionist has already answered three other calls today.; Emma has called again to make sure everything has been shipped.; One item did not arrive last week.
Common pitfall + fix: Learners often use past simple with “today”; use present perfect instead when the day is not finished. — Say “She has already called today” not “She called today” when the day is still in progress.
Choose the best sentence to describe a recent action with a result now.
Tip: Look at the time expression and think if the time is finished or still open.
Fill with the best answer: Emma ________ to make sure everything has been shipped.
Tip: Use present perfect to show her action is connected to the present situation.
2️⃣ Polite requests with would like
Rule: Use “would like to” to make polite requests when asking for something you want to do.Examples: I would like to speak to the purchasing department, please.; I would like to confirm our delivery date.; I would like to talk to the purchasing manager about our order.
Common pitfall + fix: Learners often say “I want to” which sounds too direct; replace it with “I would like to” in business calls. — Say “I would like to speak to the manager” instead of “I want to speak to the manager”.
Choose the most polite request for a business phone call.
Tip: In business calls, softer phrases sound more professional.
Fill with the best answer: I ________ our delivery date with you.
Tip: Use a polite verb phrase that often appears after “I”.
3️⃣ Could / Can I speak to … ?
Rule: Use “Could I speak to…” or “Can I speak to…” to ask the receptionist to connect you to a person or department.Examples: Could I speak to the purchasing manager, please?; Can I speak to the purchasing department?; Could I speak to the person in charge of deliveries?
Common pitfall + fix: Learners sometimes omit “to”; always say “speak to” or “talk to” before the person or department. — Say “Could I speak to the accountant?” not “Could I speak accountant?”.
Choose the correct question to ask for the purchasing department.
Tip: Remember to include “to” after “speak”.
Fill with the best answer: ________ about our order?
Tip: Start with “Can I” and include “speak to”.
4️⃣ To + infinitive for purpose
Rule: Use “to” + base verb to explain the reason for an action, especially in business calls.Examples: She needs to call a new supplier to confirm a delivery date.; Emma called to make sure everything has been shipped.; She is calling to speak to the purchasing manager.
Common pitfall + fix: Learners sometimes use “for” plus verb; use “to” plus base verb to show purpose. — Say “to confirm” not “for confirm”.
Choose the phrase that correctly shows purpose.
Tip: Use “to” plus base verb when you explain why you do something.
Fill with the best answer: She is calling ________.
Tip: Use a phrase that explains her reason for calling.
✍️ Vocabulary
receptionist
Meaning: the person who answers calls and welcomes visitors in an office.Synonyms: front desk, secretary, assistant.
Chunk/Idiom: speak to the receptionist.
Example: The receptionist answered the phone on the third ring.
Morphology: noun; person in the front office.
Self-practice: Write two sentences about a helpful receptionist you call at work.
extension
Meaning: a short internal number that connects to a specific phone in a company.Synonyms: internal number, direct line, office line.
Chunk/Idiom: extension two five one.
Example: She asked the receptionist for extension two five one.
Morphology: noun; telephone number inside a company.
Self-practice: Say your own office extension and spell the numbers aloud.
supplier
Meaning: a company or person that sells products or materials to another business.Synonyms: vendor, provider, business partner.
Chunk/Idiom: call a new supplier.
Example: Emma is calling a new supplier about the delivery.
Morphology: noun; company that supplies goods.
Self-practice: List three suppliers your company works with and what they provide.
purchaser
Meaning: the person who is responsible for buying products for a company.Synonyms: buyer, purchasing manager, procurement officer.
Chunk/Idiom: speak to the purchaser.
Example: The purchaser checks every order before it is shipped.
Morphology: noun; person who buys goods for a business.
Self-practice: Describe one decision a purchaser must make every week.
to dial
Meaning: to press the numbers on a phone to make a call.Synonyms: call, ring, phone.
Chunk/Idiom: dial the main number.
Example: She dialed the main number and waited for the line to ring.
Morphology: verb; regular action when starting a call.
Self-practice: Practice dialing three phone numbers and saying each digit clearly.
to put someone through
Meaning: to connect a caller to another person or department on the phone.Synonyms: connect, transfer, pass on.
Chunk/Idiom: put you through to extension two five one.
Example: The receptionist will put you through to the purchasing manager.
Morphology: phrasal verb; telephone expression for connecting calls.
Self-practice: Role-play as a receptionist and practice putting callers through.
☁️ Examples (+ audio)
Emma is calling a new supplier to confirm the delivery date.
The receptionist has already answered several calls this morning.
Could I speak to the purchasing manager, please?
She will put you through to extension two five one now.
✏️ Exercises
Grammar
Choose the correct sentence about Emma’s phone calls.
Tip: Put “already” between the auxiliary and the main verb in present perfect.
Which sentence is the most polite on the phone?
Tip: Look for “would like to” when you choose a polite request.
Fill with the best answer:
One item ______ last week.Tip: Use past simple with finished time expressions like “last week”.
Fill with the best answer:
The company ______ for the new products.Tip: Use present perfect to show the order is important now.
Vocabulary & Comprehension
Who answers the phone at Global Connect?
Tip: Think about the person who answers many calls each day.
Who does Emma want to speak to about the order?
Tip: Look for the job title that matches “purchaser”.
Fill with the best answer:
The receptionist puts her through to ______.Tip: Think about the short number inside the company.
Fill with the best answer:
Emma wants to confirm the ______ with the supplier.Tip: It is the day when the products arrive.
✅ Guided practice
Mini-dialogue:
A: Good morning, Global Connect, how may I help you?B: Hi, this is Emma Lewis from Starline Systems. I would like to speak to the purchasing manager, please.
A: Certainly, I will put you through to extension two five one.
Why this matters:
Clear, polite phone language helps you sound professional with clients and suppliers. It makes misunderstandings less likely and builds trust between companies.Verb & Adjective Pack:
call back — She will call back if the manager is not available.polite — A polite voice makes the customer feel comfortable.
connected — You feel less stressed when you are quickly connected to the right person.
Try & compare:
Fill with the best answer: ______ about our order?
Tip: Use a polite question with “Could I speak to…”.
Self-correction: Fix the sentence: the receptionist answered already three calls today
Tip: Place “already” between the auxiliary and the main verb.
Practice aloud: Listen, repeat, then type the sentence.
she will put you through to extension two five one
Tip: Pay attention to the weak sounds in “will put you through”.