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month, but …. . outside agent
I’m afraid I can’t come on that  colleague/ friend/ business
day. associate/ public
Could we re-schedule it?  company image

Confirming information Structure of a call
So ….. Beginning
Can I check that? You said …. .  introduce yourself
To confirm that ….. .  get who you want
Can you/ Can I confirm that by  small talk
fax?  state problem/ reason for call
Middle
Ending a call  ask questions
O.K. I think that’s all.  get/ give information
Thanks very much for your help.  confirm information
Please call if you need anything End
else.  signal end
I look forward to … seeing you/  thank other person
your call/ your letter/ your fax/  small talk
our meeting.  refer to next contact
Goodbye and thanks.  close call
Bye.  check that there’s nothing else
to say

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