This chapter provides an analysis of the sequences found in the openings of the inbound and outbound calls, using Zimmerman's (1984, 1992) model as a point of departure. The calls in question are nonemergency calls, that is, they are calls in which a telephone agent aims to sell a specific commodity, in this case a holiday unit, to a (prospective) client. Given the more negotiable nature of the institutional setting examined and the fact that, in most cases, there is, or has been, an existing relationship between the client and the company, the participants' orientation to pattern the interaction as quasi-formal or informal should not come as a surprise. The chapter is divided into two main parts. The first presents the analysis of the inbound calls; the second analyzes outbound calls. In both cases, the in-house rules for receiving and placing calls are discussed before offering the structural account of the calls themselves. The chapter concludes with a summary of findings.
Edinburgh Scholarship Online requires a subscription or purchase to access the full text of books within the service. Public users can however freely search the site and view the abstracts and keywords for each book and chapter.
If you think you should have access to this title, please contact your librarian.
To troubleshoot, please check our FAQs, and if you can't find the answer there, please contact us.