Dialogue【A Business Phone Call】

Hello, thank you for calling Grant Manufacturing.
This is Annie Lu speaking.
How can I help you?
Hi. This is Peter Jones from J. Hill.
Could I speak with your manager, Grace Wang, please?
Sure, let me put you through.
I'm sorry.
She's not available right now.
Can I take a message?
Sure. There was a problem with this week's clothing shipment.
You sent us the wrong shoes.
Oh, I'm sorry to hear that.
I'll have her call you back as soon as she's available.
Thank you.
Please do. It's quite urgent.

Could I have your phone number, please?
The area code for the U.S. is 001.
And my number is 489-783-9542.
And how is your name spelled?
My first name is Peter, P-E-T-E-R.
And my last name is Jones, J-O-N-E-S.
Ok. Let me see if I have it right.
So that's Peter Jones.
And your phone number is 001-489-783-9542.
Is that correct?
Yes. Thanks a lot.
You're very welcome.

Hello? This is Peter Jones speaking.
Hi, Peter! This is Grace.
I'm sorry I just missed your call!
Don't worry about it.
And thanks for calling me back so quickly.
It's rather urgent.
Yes. Annie informed me that the wrong shoes were sent to you.
That's correct.
We ordered a shipment of Teccos but we received Keatons instead.
We need Teccos as soon as possible for our Christmas sale.

Understood.
If we send them tomorrow, they'll arrive on Wednesday morning your time.
Is that ok?
No, I'm afraid that's too late.
We need them by Tuesday afternoon.
I'm sorry, but there are no more shipments going out today.
Okay, ship tomorrow and use the express shipping.
Yes, we will do everything to help you get the shoes by Tuesday afternoon.
Thank you, Grace.
But I don't expect this to happen again.
No, it won't.
Again, I'm terribly sorry about this.
Thank you for your understanding.

Question

1. What is the most polite way to ask to speak with someone?
   > Could I speak with your manager?
2. Why does Mr Jones want to speak with the manager?
   > He needs to discuss a shipping problem.
3. Why does the secretary take a message?
   > The manager is unavailable.
4. What does the secretary repeat Mr Jones name and phone number?
   > to make sure the information is right
5. What is the most polite way to ask someone's phone number?
   > Could I have your phone number, please?
6. The wrong shoes were sent to J. Hill.
7. Mr. Jones needs to talk to the manager about a shipping problem.
8. She repeats Mr. Jones' name and phone number to make the information is right.
9. Why does Mrs Wang apologize?
   > She missed Mr Jones' call.
10. Why does Mr Jone thank the manager?
    >She returned his call quickly.
11. Why does Mr Jones require the express service?
    > He needs the shoes by Tuesday afternoon.
12. What is Mrs Wang's attitude alike?
    > She is sorry for the mistake.