Answer Sheet for Unit 1

Section 1: Vocabulary Practice

Exercise 1: Test Yourself

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

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