PHASE I
1. Greeting
Good afternoon!
Good morning!
2. Identification of contact
Who’s calling please?
Who shall I say is calling?
Hello! Is that Mrs Jones?
3. Introducing
My name is Max Molehill. I’m Manager of Bord Inc.
This is Peter Hesse.
I’m calling on behalf of Mr Smith.
4. Establishing contact
Could I speak to Mrs Smith please?
I’ll put you through to her.

PHASE II
1. Autorisation
Is this a good time for you?
I’m listening.
I’m quite busy at the moment / I’m busy right now.
2. Reason for calling
How can I help you?
I’m calling regarding the room for rent.
PHASE III
Providing information
PHASE IV
Summing up, confirmation,

PHASE V
Closure of the call