Making a Phone Call: Getting Transferred
CEFR: A2
Read/Listen first
Yesterday afternoon I called the main number of a company because I needed to confirm an order. A receptionist answered the phone and said, “Good afternoon, Brightline Solutions, this is Emma.” I explained that I had sent several emails but I hadn’t received a reply yet, so I wanted to speak to the purchasing manager. She asked, “Could you hold for a moment, please?” While I was waiting, the line sounded busy and I thought the call would drop again. After a minute she came back and said she had tried one extension but it was still engaged. Then she told me she would try another extension and put me through. The second line started ringing immediately, and I felt relieved. When the manager finally answered, he said he had been in a meeting all morning, but he would check my order and call me back before the end of the day.⚡ Learning goals
- Can ask to speak to a specific person or department in a company.
- Can understand and use common phrases for being put on hold and transferred.
- Can handle problems such as a busy line or no reply during a business call.
✨ Key language
- Could you hold for a moment, please? “Could you hold for a moment, please while I check his extension?”
- I’ll put you through to the purchasing manager. “I’ll put you through to the purchasing manager now.”
- The line is busy at the moment. “The line is busy at the moment, so I’ll try another extension.”
⚙️ Rules & Grammar — 4 Structures
1️⃣ Past simple to describe a completed call
Rule: Use the past simple to talk about finished actions in the past, often with time expressions like yesterday or last week.Examples: I called the main number yesterday afternoon.; The receptionist answered the phone immediately.; She tried another extension for me.
Common pitfall + fix: Learners sometimes use present tense instead of past when talking about finished phone calls. — Add -ed or use the correct past form: called, answered, tried..
Which sentence correctly uses the past simple about the phone call?
Tip: Use the past simple form for finished actions in the past.
Fill with the best answer: Yesterday I ______ the main number to confirm my order.
Tip: Use the past simple form called to describe the completed call.
2️⃣ Present perfect for past actions with a result now
Rule: Use the present perfect (have/has + past participle) to talk about past actions connected to the present.Examples: I have sent several emails about the order.; He has been in a meeting all morning.; She has tried one extension already.
Common pitfall + fix: Learners may use past simple when the exact time is not important. — Use have/has + past participle when the result is important now..
Which sentence is a correct example of the present perfect?
Tip: Use have/has + past participle: have sent.
Fill with the best answer: I ______ several emails but I haven’t received a reply yet.
Tip: Use have sent to connect the past action with the situation now.
3️⃣ Modal could for polite phone requests
Rule: Use could to make polite requests when speaking on the phone.Examples: Could you hold for a moment, please?; Could I speak to the purchasing manager?; Could you try another extension for me?
Common pitfall + fix: Learners sometimes use can in formal calls where could is more polite. — Prefer could in business calls to sound more polite and professional..
Which question is the most polite on the phone?
Tip: Could + please makes the request sound polite and professional.
Fill with the best answer: ______ you hold for a moment while I check his extension?
Tip: Use Could you to make a polite request on the phone.
4️⃣ Will and would for promises and decisions on the phone
Rule: Use will or would to make quick decisions and promises during a call.Examples: I’ll put you through to another extension.; She said she would try another extension.; He said he would call me back later.
Common pitfall + fix: Learners may forget to use will/would when promising an action. — Add will or would before the verb when you promise or decide on the spot..
Which sentence shows a promise made during the call?
Tip: Use will to promise an action during the conversation.
Fill with the best answer: The manager said he ______ call me back before the end of the day.
Tip: Use would to report a promise made earlier in the call.
✍️ Vocabulary
receptionist
Meaning: a person who answers the phone and greets visitors in an officeSynonyms: front-desk clerk, office assistant
Chunk/Idiom: receptionist at the front desk
Example: The receptionist at the front desk answered my call quickly.
Morphology: noun; singular countable
Self-practice: Describe the receptionist in your company using this word.
extension
Meaning: an internal phone number inside a company or officeSynonyms: internal number, office line
Chunk/Idiom: try another extension
Example: She tried another extension when the first one was busy.
Morphology: noun; countable
Self-practice: Write three sentences with different people at different extensions.
busy line
Meaning: a phone line that is already being used by someone elseSynonyms: engaged line, occupied line
Chunk/Idiom: the line is busy
Example: The line is busy, so I will call back later.
Morphology: noun phrase; busy = adjective
Self-practice: Say two things you can do when the line is busy.
put someone through
Meaning: to connect a caller to another person or departmentSynonyms: transfer, connect
Chunk/Idiom: put you through to the manager
Example: I’ll put you through to the purchasing manager now.
Morphology: phrasal verb; present: put, past: put
Self-practice: Practice saying polite sentences where you put a caller through.
order
Meaning: a request to buy products or services from a companySynonyms: purchase, request
Chunk/Idiom: confirm an order
Example: I called to confirm an order with the company.
Morphology: noun; countable or uncountable
Self-practice: Write a short note explaining why you need to confirm an order.
purchasing manager
Meaning: the person responsible for buying goods and services for a companySynonyms: buyer, procurement manager
Chunk/Idiom: speak to the purchasing manager
Example: I asked to speak to the purchasing manager about my delivery.
Morphology: noun phrase; manager = noun
Self-practice: Imagine you are the purchasing manager and answer a short call.
☁️ Examples (+ audio)
The receptionist answered and asked me to hold for a moment.
She tried another extension because the first line was busy.
The manager said he would check my order today.
I have sent several emails but I still need a clear reply.
✏️ Exercises
Grammar
Which sentence correctly describes the first step of the call?
Tip: Use the past simple to describe a completed call.
Which sentence shows a problem before you were transferred?
Tip: Look for the sentence that describes the busy extension.
Fill with the best answer:
Could you ______ for a moment while I check his extension?Tip: Use the verb that means wait on the phone.
Fill with the best answer:
The first line was ______, so she tried another extension.Tip: Choose the adjective that describes a phone line in use.
Vocabulary & Comprehension
Who first answered the phone when the caller rang the company?
Tip: Think about the person who usually answers calls first.
Who did the caller want to speak to about the order?
Tip: Look for the job title connected to buying goods.
Fill with the best answer:
She tried another ______ when the first line was engaged.Tip: Use the word for an internal phone number in a company.
Fill with the best answer:
The caller wanted to confirm an ______ with the company.Tip: Choose the word used for buying products from a company.
✅ Guided practice
Mini-dialogue:
A: Good afternoon, Brightline Solutions. This is Emma at reception.B: Hello, I’d like to confirm an order. Could I speak to the purchasing manager?
A: Of course. Could you hold for a moment while I try his extension?
Why this matters:
Clear phrases for holding and transferring make business calls faster and more polite. They help you sound professional when a line is busy or someone is in a meeting. They also show respect for the other person’s time.Verb & Adjective Pack:
hold on — Please hold on while I check his extension.transfer — She will transfer your call to the correct department.
engaged — The line was engaged, so she tried another number.
reassure — She tried to reassure the caller that the order was fine.
Try & compare:
Fill with the best answer: Please ______ while I check the purchasing manager’s extension.
Tip: Use the phrasal verb that means wait on the phone.
Self-correction: Fix the sentence: the line busy, i try another extension.
Tip: Add the verb be and use will for a quick decision.
Practice aloud: Listen, repeat, then type the sentence.
I have been trying to reach you about my order.
Tip: Notice the rhythm of have been trying in the sentence.