complaints

complaints

Open Ended

Can you help me please? I just bought this book and ______________.

Open Ended

Excuse me! I just bought this computer and _________________________.

Multiple Select

what is the relationship between the costumer and shop assistant in conversation 1?

• they know each other

• they just met

• they are relatives

Multiple Select

what is the relationship between the costumer and shop assistant in conversation 2?

• they know each other

• they just met

• they are relatives

Multiple Choice

Excuse me! The Mp3 player i bought has no power button.

• no, no, this is damaged , no signature sorry.

• Can you change this, it does not work.

• oops! I think there is a mistake.

• look! this piece is missing!

• A hot one, please, Laura.

Multiple Choice

sorry, but I ordered a chicken salad, not a green salad.

• no, no, this is damaged , no signature sorry.

• Can you change this, it does not work.

• oops! I think there is a mistake.

• look! this piece is missing!

• A hot one, please, Laura.

Multiple Choice

Could you help me, please? i bought a DVD player and the remote control does not work.

• no, no, this is damaged , no signature sorry.

• Can you change this, it does not work.

• oops! I think there is a mistake.

• look! this piece is missing!

• A hot one, please, Laura.

Read the text and answer the questions.

• Customer: Excuse me! Could you please help me?

• Clerk: Of course, How can i Help you?

• Customer: I bought this laptop yesterday, but i'm afraid the colors look weird! The.. What do you call it?

• Clerk: The screen, you mean?

• Customer: yes, the screen does not work properly!

• Clerk: mmm, it might be the... I don't know exactly the name, but it is the piece that controls the screen!

• Customer: How can we solve this?

• Clerk: Let me check if we can get it repaired here!

• Customer: So a replacement is not possible?

• Clerk:What I mean is that first, I will go and check if our technicians can fix this. If not, then i will give you a replacement.

• Customer:Oh! OK, than you!

Multiple Choice

What function is the customer performing when he says "what do you call it?"

• apologizing

• questioning

• paraphrasing

Multiple Choice

what function is the clerk performing when he says "the screen, you mean?"

• offering a solution to a complain

• clarifying

• describing a product

Multiple Choice

what function is the clerk performing when he says, "i don't know exactly the name, but..."

• apologizing

• inviting

• paraphrasing

Multiple Choice

what function is the customer performing when he says, "so, a replacement is not possible?"

• expressing reasons for a complaint

• asking for clarification

• expressing emotions related to a complaint.

Multiple Choice

what function is the clerk performing when he says, "what i mean is that...?"

• offering a solution

• clarifying

• describing a product