Advertisements

In a shop

1. Listen to eight statements. For each statement, tick who think is speaking.

 

Customer

Shop assistant

a

b

c

d

e

f

g

h

Answer & Transcript

Customer: a, c, d, f

Shop assistant: b, e, g, h

Transcript

a   A friend gave me this for my birthday, but I’d like to exchange it for something else.

b   Do you have the receipt?

c   I bought this shirt yesterday. It was a bargain, reduced from €65 to €20.

d   I think this DVD recorder is faulty. I can’t seem to record anything.

e   You can’t use a credit voucher to buy anything that’s in the sale.

f   How much is the extended warranty on this plasma TV?

g   We don’t give refunds, I’m afraid.

h   It isn’t under guarantee, so we can’t really help you.

2. Listen to Maribel, a Brazilian au pair working in London, return an item to a shop. Answer the questions.

a   What item is Maribel returning?  ……………………

b   What is the problem with it?  ……………………

 What does Maribel ask for?  ……………………

d   Why doesn’t the assistant agree?  ……………………

e   What does Maribel decide to do?  ……………………

Answer

a   A blouse

b   It shrank after only one wash.

c   She asks for her money back.

d   Because she thinks there is no fault with it. She thinks Maribel washed it incorrectly.

e   Maribel decides to make a complaint.

3. Listen again and circle five mistakes in this complaint form. The first one has been done for you.

Answer & Transcript

Purchased:          Last week

Receipt:               Yes

Problem:              Item has shrunk (only washed once).

Action taken:      No refund or credit voucher given.

Transcript

Assistant:     Next, please.

Maribel:     Hello. Yes, I’m afraid but there is a problem with this blouse. I bought it last week.

Assistant:     Right.

Maribel:     I washed it once and it’s shrunk.

Assistant:     I see. Did you follow the washing instructions?

Maribel:     Yes. I followed the instructions on the label.

Assistant:     It’s very unusual. This is the first problem we’ve had with a Ray Nichols blouse.

Maribel:     Well, I’d like my money back, please. Here’s the receipt.

Assistant:     We certainly can’t give you your money back, I’m afraid.

Maribel:     What?

Assistant:     We’ve never had any problems with this blouse shrinking in the past, and it’s very popular.

Maribel:     Well, what can you do about it?

Assistant:     Nothing. I’m sorry. I think it must be a fault with your washing machine. We can’t accept responsibility.

Maribel:     Well, I’m sorry, but that’s not good enough. I want to make a complaint.

Understanding shop policy

Barbara is the manager of an electrical shop. Listen to her explain the shop’s policy on refunds and exchanges. Tick True or False for each statement.

 

True

False

a   Damaged and faulty items must be returned straight away.

b   You can either have a refund or exchange the item.

c   You must have a receipt.

d   You have to pay a small administration charge for items that need to be repaired.

e   Unwanted items can be refunded or exchanged if returned in under two weeks.

f   If you return an unwanted item after two weeks of purchase, then no refund is possible.

Answer & Transcript

a   False

b   True

 True

d   False

e   True

 True

Transcript

(Manager = South African)

Well, if the item is damaged or faulty, then as long as you bring it back in under two weeks, we’ll refund or exchange it straight away – whichever you want. You need a receipt, of course. Or we’ll repair it free of charge. If the problem is it’s an unwanted present or something, then as long as it’s less than two weeks after the purchase date, we will refund or exchange it. If it’s longer than that, then we’ll give you a credit voucher.

Finding out more about a product

1. Listen and write each question.

 ………………………   ……

 ………………………   ……

c   ………………………   ……

 ………………………   ……

 ………………………   ……

Answer

 What size is the screen?

 How long does the battery last?

 Is this the latest model?

 What’s the picture quality like?

 How big is the memory?

f   Can I plug it into my TV?

2. Listen again and repeat each question using the same stress and rhythm. What product do you think the customer is asking about?

………………………………………………

Answer

A digital camcorder.

3. Now listen to the sales assistant’s answers. Write the number of each answer (1-6) next to the correct question (a-f) in Exercise 1.

Answer & Transcript

a 4   b 3   c 2   d 6   e 1   f 5

Transcript

1   That’s one of the best things about this model. It has a 30GB hard disk which can store up to 37 hours of video.

2   Yes, it’s just come out on the market.

3   You’ll get around three hours’ continuous use before you need to recharge.

4   It’s got a two and a half inch, colour LCD.

5   Yes. It’ll run your photos and video. You need to buy a special cable, though.

6   It’s fantastic. It’s got twelve mega pixels, so it’s really sharp and clear.

4. The customer sees two new mobile phones on sale. Listen to the sales assistant talk about them and complete the missing information.

Answer & Transcript

 video

c   Six

 Two-way

 radio

f   3,000

g   keypad

 Ten

Transcript

Yeah, we’ve got two great offers at the moment. The S340 – this one – is 4G, so it’s got really fast Internet. You know, while you surf, you can download video clips and stuff. It’s got a fantastic six mega pixel cameras as well … It’s on the front – here – so you get two-way video calling. Or we’ve also got this one … the 410i, which has a built-in MP3 player, and a radio, with stereo sound. You can store over 3,000 songs on it. It’s also got a full keypad, so it’s like a pocket PC. Oh, and it’s got a huge ten gigabyte hard drive as well.

Bargaining

1. Pierre is at a market in London, haggling with a stallholder. Listen and choose which sentences you hear the stallholder say.

1 a   That’s £35 to you.

   b   It’s £35 to you.

2 a   Let’s say 30 pound, then. How’s that?

   b   Let’s say 30 pound, then. What about that?

3 a   It’s a bargain, I promise.

   b   It’s a bargain, I promise you.

4 a   That is a cash price!

   b   That is the best price!

5 a   It’s a deal.

   b   It’s not dear.

Answer

1 a   2 a   3 b   4 a   5 a

2. Listen again and complete Pierre’s sentences.

a   It’s a bit more than I wanted to …………………

b   Is that your …………………?

 Can’t you ………………… any better?

d   How much …………………?

e   Well, ………………… you £20 for it.

Answer & Transcript

a   pay

b   best price

c   do

d   for cash

e   I’ll give

Transcript

(Pierre = French)

Pierre:     This vase is great. How much is it?

Stallholder:     That’s thirty-five pound to you, mate.

Pierre:     Oh, it’s a bit more than I wanted to pay. Is that your best price?

Stallholder:     Well, I suppose I can knock a fiver off. Let’s say thirty pound, then. How’s that?

Pierre:     It’s very old and there’s a crack in it. Can’t you do any better?

Stallholder:     No. It’s a bargain, I promise you.

Pierre:     OK. How much for cash?

Stallholder:     That is a cash price!

Pierre:     Well, I’ll give you £20 for it.

Stallholder:     Oh, all right. It’s a deal.

Pin It on Pinterest

Share This