Answer Sheet for Unit 1

Section 1: Vocabulary Practice

Exercise 1: Test Yourself

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

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