Reading Skills for Today's Adults

Don works at a flower shop. He has many tasks. One is to answer the telephone. Telephone orders are a big part of the shop’s sales. Don’s boss told him how she wants it done.

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She said to answer the four “W” questions: who, what, when, where. The phone rings. Don says, “Hello, this is the Main Street Flower Shop. How may I help you?”

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“Hi, my name is Phil Brown,” the caller says. “I would like to send my wife six red roses today. My address is 106 First Street.”

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Don replies, “Okay. The flowers go to Mrs. Brown. The address is 106 First Street. She will ​receive​ six red roses today. Thank you for your order, Sir.”

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Don did a good job on the telephone. He listened to Mr. Brown and was polite. He got all of the “W” questions answered. The order is complete.