Chapter 1
Answering & Making Calls
Use a reliable structure every time you answer or make a call.
- Introduce yourself and state your purpose
- Move through a call in a clear order
- Close politely and confirm next steps
The telephone rings, and your heart starts beating faster. Does that sound familiar? You are not alone. Millions of English learners feel nervous about phone calls because you cannot see the other person's face or read their body language. But here is the good news: most phone calls follow a predictable pattern. Once you learn the scripts, you will feel confident every time you pick up the phone.
In this chapter, you will learn the basic building blocks of every phone call — how to answer, how to introduce yourself, how to state your purpose, and how to end the call politely. Master these, and every other chapter in this book will feel much easier.
Essential Opening & Closing Phrases
Before we dive into full scripts, let us look at the phrases you will use in almost every phone call.
Opening a Call (When You Are Calling)
| Phrase | When to Use |
|---|---|
| Hello, this is [Your Name]. | Standard introduction |
| Hi, my name is [Your Name]. I'm calling from [Company]. | Business call introduction |
| Good morning/afternoon. May I speak with [Name]? | Asking for a specific person |
| Hi, I'm calling about... | Stating your purpose immediately |
| Hello, I got your number from [source]. I'm calling regarding... | When someone referred you |
Answering a Call
| Phrase | When to Use |
|---|---|
| Hello? | Casual / personal call |
| Hello, [Your Name] speaking. | Semi-formal |
| Good morning, this is [Your Name] from [Company]. How may I help you? | Professional / office |
| Thank you for calling [Company]. How can I assist you? | Customer service style |
| [Company Name], [Your Name] speaking. How may I direct your call? | Receptionist style |
Closing a Call
| Phrase | When to Use |
|---|---|
| Thank you for your time. Have a good day! | General polite closing |
| It was nice talking to you. Bye! | Casual / friendly |
| Thank you for calling. Is there anything else I can help with? | Customer service closing |
| I'll follow up on this by [day]. Thank you. | When action is needed |
| Let me summarize what we discussed... | Before ending a business call |
Script 1: Answering a Personal Call
Situation: Your friend Neha is calling you to make weekend plans.
You: Hello?
Neha: Hi Priya! It's Neha. How are you?
You: Hey Neha! I'm doing well, thanks. What's up?
Neha: I was wondering if you're free this Saturday. A few of us are planning to go to the new cafe near MG Road.
You: Oh, that sounds lovely! What time are you thinking?
Neha: Around 4 PM. We'll probably hang out there for a couple of hours.
You: That works perfectly for me. Should I meet you there directly, or should we go together?
Neha: Let's meet at the metro station at 3:45, and we can walk from there.
You: Great, I'll be there. Thanks for letting me know!
Neha: Awesome! See you Saturday then. Bye!
You: Bye, Neha! Take care.
Key Phrases from This Script
| Phrase | Purpose |
|---|---|
| How are you? | Friendly greeting — always respond before moving to business |
| What's up? | Casual way to ask 'Why are you calling?' |
| I was wondering if... | Polite way to ask a question or make a suggestion |
| That sounds lovely! | Showing enthusiasm about a plan |
| That works perfectly for me. | Confirming you are available |
| Thanks for letting me know! | Showing appreciation |
Script 2: Calling a Company for Information
Situation: You are calling a coaching institute to ask about their IELTS preparation course.
Receptionist: Thank you for calling Bright Future Academy. How may I help you?
You: Good afternoon. My name is Amit Verma. I'm calling to inquire about your IELTS preparation course.
Receptionist: Of course, Mr. Verma. We have both weekday and weekend batches. Which one would you prefer?
You: I'm currently working, so a weekend batch would be better for me. Could you tell me the timings and fees?
Receptionist: Sure. The weekend batch runs on Saturdays and Sundays from 10 AM to 1 PM. The course fee is fifteen thousand rupees for three months, including study material.
You: That sounds reasonable. And how many students are there in each batch?
Receptionist: We keep it small — maximum fifteen students per batch for better attention.
You: That's great. Is there a demo class I could attend before enrolling?
Receptionist: Yes, absolutely. We have a free demo class this Saturday at 10 AM. Would you like me to register you?
You: Yes, please. My phone number is 98765-43210.
Receptionist: Done, Mr. Verma. We'll send you a confirmation message shortly. Is there anything else you'd like to know?
You: No, that covers everything. Thank you so much for your help.
Receptionist: You're welcome. We look forward to seeing you on Saturday. Have a great day!
You: Thank you. You too. Goodbye.
Key Phrases from This Script
| Phrase | Purpose |
|---|---|
| I'm calling to inquire about... | Stating the purpose of your call |
| Could you tell me the timings and fees? | Asking for specific information politely |
| That sounds reasonable. | Showing positive reaction without committing |
| Is there a demo class I could attend? | Asking about a trial / preview |
| Would you like me to register you? | Offering to take action (receptionist) |
| That covers everything. | Indicating you have no more questions |
Script 3: Answering a Call from an Unknown Number
Situation: You receive a call from an unknown number. It turns out to be a delivery person.
You: Hello?
Delivery Person: Hello, sir. This is Rajesh from QuickCart delivery. I have a package for you. Am I speaking with Mr. Sharma?
You: Yes, this is Vikram Sharma. What package is this about?
Delivery Person: Sir, you have a delivery from Amazon — a laptop bag. I'm at your apartment complex but I can't find Block C.
You: Oh, okay. When you enter the main gate, go straight and take the first left. Block C is the third building on your right.
Delivery Person: First left, third building on the right. Got it, sir. I'll be there in two minutes.
You: Perfect. I'll come down to the ground floor to collect it.
Delivery Person: Thank you, sir. See you shortly.
You: See you. Thank you for calling.
Key Phrases from This Script
| Phrase | Purpose |
|---|---|
| Am I speaking with...? | Confirming the identity of the person who answered |
| Yes, this is [Name]. | Confirming your identity |
| What is this about? | Asking the caller to explain the reason for calling |
| When you enter the main gate, go straight... | Giving clear directions |
| I'll come down to collect it. | Stating what action you will take |
| See you shortly. | Casual way to end a brief call |
Script 4: Calling Someone Who Doesn't Know You
Situation: You got a landlord's phone number from a housing website. You are calling to ask about a flat for rent.
Landlord: Hello?
You: Good evening, sir. My name is Kavita Nair. I found your contact number on NoBroker for the 2BHK flat in Koramangala. Is it still available?
Landlord: Yes, it is. Are you looking for immediate possession?
You: Yes, I'm planning to move in by the end of this month. Could you tell me the monthly rent and the deposit amount?
Landlord: The rent is twenty-two thousand per month, and the deposit is two months' rent — so forty-four thousand.
You: I see. And does the rent include maintenance charges?
Landlord: Maintenance is separate. It's around three thousand per month, which covers water, security, and common area cleaning.
You: Understood. Would it be possible for me to visit the flat this weekend?
Landlord: Sure, you can come on Saturday morning. I'll be available between 10 and 12.
You: That's perfect. I'll come around 10:30. Could you share the exact address on WhatsApp?
Landlord: Yes, I'll send it right away. What's your number?
You: It's 87654-32109. Thank you so much for your time, sir.
Landlord: You're welcome. See you on Saturday.
You: Yes, see you then. Good night, sir.
Key Phrases from This Script
| Phrase | Purpose |
|---|---|
| I found your contact number on [source]. | Explaining how you got their number |
| Is it still available? | Checking if the offer is still open |
| Could you tell me the monthly rent and deposit? | Asking about costs politely |
| Does the rent include...? | Asking for clarification on what is covered |
| Would it be possible for me to visit? | Politely asking to arrange a visit |
| Could you share the exact address on WhatsApp? | Requesting information via another channel |
Script 5: Making a Professional Introduction Call
Situation: You have been referred to a company's HR manager about a job opening. You are calling to introduce yourself.
Receptionist: Good morning, TechNova Solutions. How may I help you?
You: Good morning. My name is Arjun Desai. I was referred by Mr. Ramesh Iyer from your Pune office. Could I please speak with Ms. Pooja Mehta from the HR department?
Receptionist: Let me check if she's available. May I know what this is regarding?
You: Yes, of course. I'm calling regarding the Senior Developer position that was recently posted on your careers page.
Receptionist: One moment, please. I'll transfer your call.
Ms. Mehta: Hello, this is Pooja Mehta.
You: Good morning, Ms. Mehta. My name is Arjun Desai. I hope I'm not catching you at a bad time.
Ms. Mehta: No, not at all. How can I help you?
You: Thank you. I'm a full-stack developer with six years of experience, and Mr. Ramesh Iyer from your Pune office suggested I reach out to you about the Senior Developer role. I've already submitted my application online, and I wanted to briefly introduce myself.
Ms. Mehta: Oh, that's great. I appreciate you following up. Could you tell me a little about your current role?
You: Certainly. I'm currently working at DataBridge Technologies, where I lead a team of four developers. We work primarily with React, Node.js, and PostgreSQL. I've been handling both frontend and backend development for enterprise clients.
Ms. Mehta: That sounds very relevant to what we're looking for. Let me pull up your application and I'll get back to you within two working days to schedule an interview.
You: That would be wonderful. Thank you so much for your time, Ms. Mehta. I really appreciate it.
Ms. Mehta: You're welcome, Arjun. We'll be in touch.
You: Thank you. Have a great day. Goodbye.
Key Phrases from This Script
| Phrase | Purpose |
|---|---|
| I was referred by [Name]. | Establishing credibility through a referral |
| I hope I'm not catching you at a bad time. | Checking if the person is available to talk |
| [Name] suggested I reach out to you about... | Connecting the referral to your purpose |
| I wanted to briefly introduce myself. | Setting the agenda — keeping it short |
| Certainly. | Professional way to agree to share information |
| I really appreciate it. | Expressing genuine gratitude |
Chapter 1 Practice
Role-Play Exercise — Chapter 1 - speaking practice
- You are calling a library to ask about their membership plans. Introduce yourself, ask about fees, timings, and how to register. Write out your part of the conversation (at least 6 lines).
- Your neighbour calls you to ask if you received a courier meant for them. Write the full conversation.
- You are calling a school to inquire about admission for your child. Ask about the admission process, fees, and available seats. Write the complete dialogue.
Role-Play Exercise — Chapter 1
Answer each question before revealing the model answer.
Fill in the blank: 'Good morning. _____ Riya Sharma. I'm calling _____ your weekend cooking classes.'
Reveal answer to 1
This is / to inquire about
Fill in the blank: 'Thank you for _____. Is there _____ else I can help you with?'
Reveal answer to 2
calling / anything
Key takeaways
- Open with your name and a clear purpose.
- Use short sentences so important details are easy to hear.
- Confirm names, dates, times, numbers, and next steps.
- Ask for repetition instead of pretending you understood.
- Rehearse one answering & making calls script aloud with your own details.
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