LET'S CHECK IT OUT! 💬
1. What is the person doing in the picture?
2. What strategies do you think are most effective for dealing with a customer complaint about a defective item?
LET'S LEARN 📖
faulty
[ 'fawl-tee ]
adjective
The faulty blender did not blend well.
replace
[ ri-'pleys ]
verb
We will replace the broken item with a new one.
blend
[ blend ]
verb
The blender is used to blend fruits into smoothies.
require
[ ri-'kwahyuhr ]
verb
The repair will require a few parts.
deal with
phrasal verb
I will deal with the customer complaint right away.
replacement
[ ri-'pleys-muhnt ]
noun
They offered a replacement for the defective part.
patience
[ 'pey-shuhns ]
noun
Her patience with the difficult task was commendable.
receipt
[ ri-'seet ]
noun
Please keep the receipt for any returns or exchanges.
describe
[ dih-'skrahyb ]
verb
Can you describe the features of the new model?
certainly
[ 'sur-tn-lee ]
adverb
I will certainly attend the meeting tomorrow.
LISTEN AND REPEAT 🗣
- The faulty blender did not blend well.
- We will replace the broken item with a new one.
- The blender is used to blend fruits into smoothies.
- The repair will require a few parts.
- I will deal with the customer complaint right away.
- They offered a replacement for the defective part.
- Her patience with the difficult task was commendable.
- Please keep the receipt for any returns or exchanges.
- Can you describe the features of the new model?
- I will certainly attend the meeting tomorrow.
DIALOGUE PRACTICE! 🎧
Situation:
A customer reports a faulty blender, and the salesperson helps process a replacement or repair.
Kenji
Aya
I'm sorry to hear that. Could you describe the issue?
Kenji
It turns on, but the motor seems weak and it doesn’t blend well.
Aya
It sounds like it might require repair or replacement. I can help you deal with this issue. Would you like to replace it or have it repaired?
Kenji
I’d prefer a replacement if possible.
Aya
We can certainly arrange that. I’ll need to process a return and send you a new blender. Do you have your receipt with you?
Kenji
Yes, I do. Here it is.
Aya
Great, I’ll take care of the paperwork. The replacement will be sent to you right away. Thank you for your patience .
Kenji
Thank you for your help!
Aya
You’re welcome! If you have any other questions, feel free to ask.
COMPREHENSION QUESTIONS
1. What specific problem did the customer report with the blender?
2. What did the salesperson suggest as potential solutions for the blender issue?
3. What did the salesperson request from the customer to proceed with the replacement?
LET'S CHAT! 💬
Instruction: Fill in the blanks with the appropriate questions or responses based on the context.
Customer
Hi, I bought this blender last week, but it doesn’t work properly. Can you help me?
Sales Rep.
Customer
It turns on, but the motor seems weak and it doesn’t blend well.
Sales Rep.
Customer
I’d prefer a replacement if possible.
Sales Rep.
.
Customer
Yes, I do. Here it is.
Sales Rep.
Customer
Thank you for your help!
Sales Rep.
ROLE PLAYING! 🎬
Situation:
A customer complains about a faulty blender they recently purchased. The salesperson explains the procedures for repair, replacement, and return.
Instruction:
Pair up with a partner. One person will be the customer, and the other will be the salesperson. Use the provided expressions to guide your conversation.| AS A CUSTOMER | AS A SALES REPRESENTATIVE |
|---|---|
Complain about the faulty blender. | Listen to the customer’s complaint about the faulty blender. |
Ask about the options for repair, replacement, or return. | Explain the procedures for repair, replacement, and return. |
Request detailed information on each procedure. | Provide detailed information on how each process works and any required steps. |
Hi, I bought this blender last week, but it doesn’t work properly. Can you help me?