Answer Sheet for Unit 1

Section 1: Vocabulary Practice

Exercise 1: Test Yourself

1. directory enquiries
2. service
3. call
4. country code
5. phone; telephone
6. mobile phone
7. line
8. Hello.
9. to get through
10. Can I take a message?
11. I'm calling about ...
12. I'm calling from ...
13. tone
14. answering machine
15. Hold the line, please.
16. to hold on
17. Could you repeat that please?
18. Could you take a message?
19. I'll get back to you later
20. receiver
21. to redirect
22. Who's speaking?
23. One moment, please.
24. cell-phone
25. busy; engaged
26. Can I help you?
27. Who's calling?
28. to put through
29. to hang up
30. fax
31. extension
32. to switch off
33. Could you spell that please?
34. operator
35. Can I speak to ...?
36. message
37. phone card
38. area code
39. switchboard
40. to dial
41. ring
42. yellow pages
43. You've got the wrong number.
44. collect call; reverse charge call
45. telephone directory
46. phone booth
47. to pick up

Section 2: Listening Comprehension

Exercise 1: Multiple Choice Questions

1. to speak to Ms Stone
2. she isn't in her office
3. to ring again later

Exercise 2: Multiple Choice Questions

1. Spanish
2. Rodriguez
3. Valencia
4. Wait a moment

Exercise 3: Multiple Choice Questions

1. Adrian Popescu
2. A transport company in Bucharest
3. She rings the wrong number

Exercise 4: Multiple Choice Questions

1. the transport company
2. directory enquiries
3. She has rung the mobile number - there's no answer.

Exercise 5: Multiple Choice Questions

1. Finland
2. We don't know
3. The man accepts the call

Exercise 6: Multiple Choice Questions

1. In a bank.
2. The caller doesn't speak to Mr Philips
3. He's in a meeting.
4. Simpson
5. The secretary will ask Mr Philips to ring Mr Simpson.

Exercise 7: Multiple Choice Questions

1. Italy
2. France
3. Italy
4. A single room
5. Two nights

Section 3: General Comprehension

Exercise 1: True/False Statements

1. TRUE
2. FALSE
3. FALSE
4. TRUE
5. TRUE
6. TRUE
7. TRUE
8. TRUE
9. FALSE
10. TRUE

Section 4: Grammar Practice

Exercise 1: Transformation

1. Does he speak to Barbara White?
2. Does the caller leave a message?
3. Does Mr Rodriguez live in Spain?
4. Does Mr Popescu work in Bucharest?
5. Does a mobile phone call cost more?
6. Do you want to leave a message?
7. Do you accept the call?
8. Do you know her number?
9. Do they use their mobile phone a lot?
10. Do they often ring their father?

Exercise 2: Transformation

1. Yes, he speaks to Barbara White.
2. Yes, the caller leaves a message.
3. Yes, Mr Rodriguez lives in Spain.
4. Yes, Mr Popescu works in Bucharest.
5. Yes, a mobile phone call costs more.
6. Yes, I want to leave a message.
7. Yes, I accept the call.
8. Yes, I know her number.
9. Yes, they use their mobile phones a lot.
10. Yes, they often ring their father.

Exercise 3: Transformation

1. No, Mr Philips doesn't work in a school.
2. No, he doesn't know the number.
3. No, she doesn't want a double room.
4. No, the number doesn't appear in the yellow pages.
5. No, I don't use different lines.
6. No, I don't want to leave a message.
7. No, I don't know what time she'll be back.
8. No, I don't want to call back later.
9. No, they don't work in the same office.
10. No, I don't want to ask any more questions.

Exercise 4: Substitution

1. Can you take a message, please?
2. Can you ring back later, please?
3. Can you put me through to reception, please?
4. Can you tell me your name, please?
5. Can you spell that, please?
6. Can you phone the travel agency for me, please?
7. Can you say that again, please?
8. Can you help me, please?

Exercise 5: Substitution

1. Can I take a message?
2. Can I help you?
3. Can I get back to you later?
4. Can I have your name?
5. Can I book a room?
6. Can I ring you back tomorrow morning?
7. Can I bring my dog in here?
8. Can I go home now?

Exercise 6: Transformation

1. No, I'm afraid I can't ring back later.
2. No, I'm afraid I can't send you a fax.
3. No, I'm afraid I can't help you.
4. No, I'm afraid I can't put you through to him.
5. No, I'm afraid I can't give you 50 euros.
6. No, I'm afraid I can't tell you her number.
7. No, I'm afraid I can't hold the line.

Exercise 7: Selections

1. You must speak to the manager.
2. We mustn't forget to ring to him.
3. You must dial the number.
4. I must go now.
5. There's no answer. They must be out.
6. If you accept a collect call, you must pay.
7. There's no reply. The office must be closed.

Section 5: Consolidation

Exercise 1: True/False Statements

1. TRUE
2. FALSE
3. TRUE
4. FALSE
5. FALSE
6. FALSE
7. TRUE
8. TRUE

Exercise 2: Dictation

1. Telephone technique and manner are of the greatest importance. Very often you will be the first contact that an outsider has with your organisation. Here are a few points to remember. If you are a switchboard operator, you must not make the caller wait before you answer. You must announce the name of your company or organisation clearly and not too quickly, so that the caller doesn't have to ask you to repeat. If you can't put the call through immediately, and the caller decides to hold, you must keep the caller informed about what is happening.

Exercise 3: Cloze

1. at
2. be
3. on
4. own
5. must
6. carefully
7. too
8. mustn't
9. to
10. can't

Exercise 4: Gap Filling

1. to
2. at the moment
3. is calling
4. through
5. the wrong number
6. switched off
7. that
8. from
9. already
10. on
11. calling
12. spell
13. code
14. smile
15. slowly
16. message
17. polite
18. yellow
19. tones
20. the