1. Planning and making calls2. Opening a callA—Identifying yourself C—Explaining the purpose of the callB—Identifying the caller D—Asking about the purpose of the call3. Closing a callE—Confirmation (确认) G—Saying goodbyeF—Closing words H—Thanking4. Taking and leaving messagesI—Excuses L—RepeatingJ—Messages M—Reassuring (消除疑虑)K—Taking notes5. Telephoning practice activitiesN—Describing people and places P—Making complaints (抱怨)0—Making appointments Q—Making inquiriesExample：(Q)查询 (1)打电话前的准备