1. Planning and calls
2. Opening a call
A—Identifying yourself
B—Identifying the caller
C—Explaining the purpose of the call
D—Asking about the purpose of the call
3. Closing a call
E— Confirmation (确认)
F—Closing words
G—Saying goodbye
H—Thanking
4. Taking and leaving messages
I—Excuses
J—Messages
L--Repeating
M— Reassuring (消除疑虑)
K—Taking notes
5. Telephoning practice activities
N—Describing people and places
O— appointments
P— complaints (抱怨)
Q— inquiries ______说明自己的身份 ______留言