填空题
Planning and Making Calls
1. 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
2. Closing a call
E. Confirmation F. Closing words G. Saying goodbye H. Thanking
3. Taking and leaving messages
I. Excuses J. Messages K. Taking notes L. Repeating
M. Reassuring
4. Telephoning practice activities
N. Describing people and places O. Making appointments
P. Making complaints Q. Making inquiries