Listen to the words...

A recent phone conversation that went something like this:

Me: "Good morning, Southern Gold Leaf Cakes.  This is Veronica.  How may I help you today?" (said smiling)

Lady:  Who is this?
Me:  This is Veronica.  May I help you?
Lady:  I'm trying to call this cake place.
Me:  Well, I own a cake place.
Lady:  Where's it at?
Me:  Well, I do appointment only meetings.  What can I help you with today? (not giving her my address)
Lady:  So you make cakes?
Me:  Yes, ma'am.  Do you need a cake?
Lady:  Where do you get them?
Me:  I'm sorry?
Lady:  Is this the place that makes cakes?
Me:  Yes, ma'am.
Lady:  Where do you get the cakes?
Me:  (deep breath, roll eyes) Ma'am, I bake and decorate all the cakes at the time they are ordered.  Do you need to talk about ordering a cake?
Lady:  Yes.  That's why I called.
Me:  What type of cake would you like to order?  Is it a wedding  or birthday? 
Lady:  No. 
Me:  Ok.  Well, why don't you tell me the kind of cake you need and we can set an appointment for a tasting.
Lady:  Chocolate.
Me:  Ok.

This went on for some time and eventually she realized that she wasn't the right person to make this call and said she's have someone else call me back.  I wasn't sure if I wanted them to or not. 
The lesson (I think):  no matter who is on the other end of the phone you must always maintain a level of calm professionalism.   Even if they don't call you back and place an order the amount of bad advertising they can spread when telling their friends about the rude phone call can do massive damage.
On the other hand, if you happen to be the person making the call (we're all consumers at some point) know who you're calling, what you want and listen to the words on the other end to avoid confusion!