Ian Lemuel S.

Virtucio September
13, 2016
Grade 11 – René Descartes Oral
Communication in Context

a. What greeting is used by the customer agent?

The greeting used by the customer agent is in formal
manner, wherein the customer is welcomed to the business
with a friendly and branded salutation using the company
name (“Thank you for calling Martha’s flowers”), followed
directly by assistance for the customer’s reason of calling
(“How may I assist you?”). Video 1https://www.youtube.com/watch/?
v=hpZFJctBUHQ

b. What form of personal identification is used by the

agent?
The agent uses a basic type of acquiring personal identification of the customer, which
includes asking questions for determining basic information about the caller, such as name,
home/office number or area code, fax number/email address, shipping address, and the order.

c. What pre-closing signals are used by the agent?

Asking the customer if he had any other needs and reasons for calling is a pre-closing signal
used by the customer agent (“Is there anything else I can help you with?”).

d. What closing is used by the agent?

Before ending the conversation, the agent used formal messages of bidding farewell to the
customer, similar to the pleasant and inviting greeting earlier which shows welcoming
gratitude (“Thank you for calling Martha’s flowers”), as well as greeting him a good day (”Have a
nice day.”). Moreover, the customer did not need to send a reply to the agent.

Compare the greeting, pre-closing in Video 2 to those in Video 1. How are they
similar or different?
The greeting, pre-closing, and closing used in Video 2 are
in informal manner of conversation during a telephone call,
unlike the ones in Video 1 which show formality in customer
support of order taking.
In Video 2, greeting with “Hello”, “I’ll see you then” for
Video 2https://www.youtube.com/watch? pre-closing, and “Goodbye” for closing, are some statements
v=A2EwBB5McJo
usually used in casual and informal communication. Furthermore,
there are times wherein expressions are uttered in high pitch and tones, indicating that the speaker
is overwhelmed with feelings, despite the fact that they are in a business talk.
In contrast to the statements in Video 1 which establish proper and pleasant conversation,
the way of speaking via telephone calls in Video 2 is very much different. This may be because the
interlocutors personally know each other already in this case, unlike in Video 1 wherein two
unrelated people discuss matters to each other.
 However, the statements in both videos are similar when it comes to responding to the
needs of the callers, and supporting the transition of information throughout the conversation.