Les KMAR 16/05/23

• Engels
• MBO
• Studiejaar 1

What personal details should be asked for?

How do we answer a phone professionally?

How do we end a conversation professionally? Think about how we do this in Dutch

Lever hier je scenario in (zonder naam)

Submit your translation here (no name)

Department

1. Apartement
2. Afdeling
3. Compartement
4. Functie

Technical Service

1. Technische Dienst
2. Klantenservice
3. Service afdeling
4. Reparatiewinkel

Umbrella

1. Portemonnee
2. Zonnescherm
3. Paraplu
4. Zonnebrand

Sales

1. Human Resources (afdeling)
2. Zeilen
3. Geld
4. Verkoop (afdeling)

Traffic jam

1. Vastlopen
2. Autopech
3. File
4. Oproep

Inform

1. (Iemand) informeren
2. Klachtenbrief
3. Offerte
4. Bon

Appointment

1. Punten
2. Iets aanwijzen
3. Afspraak
4. Een app

Unregistered

1. Ongeregistreerd
2. Regiseren
3. Vergeten
4. Plannen

CEO

1. Werknemer
2. Directeur
3. Manager
4. Baliemedewerker

The phone rings and you answer.
What is the first thing you say?

Hi, this is [name], go ahead

What do you want?

[greeting], thank you for calling [company name], this is [name] speaking, how may I help you?

The caller seems to be stuck in traffic and will be late for his appointment. How do you respond?

I see. May I ask your name and which department you're from? And finally, your phone number?

Right, name and department please?And phone number?

That sucks, next time try listening to the traffic report (verkeersbericht)

Okay and what do you want me to do about it?

You need to let the caller know (inform) what it is you can do for them. What is an appropriate response in this situation?

Well if you want I could order you a pizza.

Have you tried getting out of the traffic jam faster? Do you need some help?

Noted, sir. Shall I let the person with whom you have an appointment know that you will be arriving later?

You've informed the caller what you can do for them. Now you need to ask with whom they had an appointment and when they expect to arrive

And with whom did you have an appointment? And when will you finally be here?

Okay, anything else I should know?

Okay sir/madam, with whom did you have an appointment? And when do you expect to arrive?

The caller has told you when they will arrive and with whom they have an appointment. It is now time to end the conversation. How do we do that?

Right so [name] and at [time] yeah? Okay, I'll see you when I see you

Very good sir/madam. I will inform mr. [name] he can expect you at [time]. Thank you for calling.

Got it, bye now

Next time make sure I don't have to do all this work okay? Thanks for calling.

Finally, in the real world, you would have to do one more thing. What?

Call Mr. Gieling and inform him what just happened

Call your parents and inform them what just happened

Call the CEO and inform them what happened

Call the person in question (de betreffende persoon) and inform them what happened

What is the first thing you tell someone stuck in an elevator?

Which 4 things should you ask the caller?

Evaluation (antwoorden mag in het Nederlands)
Waarom vond je het wel of niet fijn om te werken met Lessonup?
Waarom zou je wel of niet nog een keer op een soortgelijke manier les willen krijgen?
Heb je het idee dat je meer hebt geleerd nu je als eerst je eigen antwoord wel moest geven?
Was de les duidelijk?
Was het spreektempo van de docent rustig genoeg?
Was het verhaal van de docent makkelijk te volgen?