4.3 Class 1

4.3 Class 1

By Gabriel Contreras

Plan

1. Warm up

2. Practice

3. Video analysis

4. Situations
   

Multiple Select

Cashier: “Large fries are $1 more.” Customer could say:

• Okay, just medium.

• Wait, how much is that again?

• That’s it, thank you.

• Who ordered the lobster?

Multiple Select

Customer: “Last time I never received my chips.” Cashier might answer:

• I’m sorry about that.

• Pull up.

• I’ll make sure you get them this time.

Multiple Select

Cashier: “Want to change it to a bowl instead of a burrito?” Customer could say:

• Yes, please, with white rice.

• No, keep the burrito.

• Wait, did you say bowl or burrito?

• Cash only today.

Multiple Select

Cashier: “Want a drink with that? Large is $1 more.” Customer replies:

• Sure, add a large drink.

• No thanks, that’s it.

• Just to be sure, does that include refills?

• Sorry, I didn’t catch that.

Multiple Select

5. Friend A says, “These fries are huge.” What does Friend B most likely say?

• Let’s split them.

• I never received them.

• Do you want to share?

• That’s extra.

Multiple Select

Cashier: "Sorry, the ice cream machine’s down." Customer could say:

• Oh no, not again!

• Can you explain what “down” means?

• Then I’ll just take a pie.

• Add queso, please.

Multiple Select

Customer: "Can you say the total again, more slowly?"

• It’s $14.75.

• Fourteen seventy-five.

• Don’t forget your drink.

• That’s extra.

Multiple Select

Friend A: "The bill is too high." Friend B could say:

• Who ordered the lobster?

• That’s highway robbery!

• Let’s split it.

• Pull up.

Multiple Select

Cashier: "Want to add queso? It’s $2 more." Customer replies:

• Sure, add queso.

• No thanks, that’s too much.

• Wait, did you say free?

• Refills are over there.

Multiple Select

Cashier: “Fries and a drink, yeah.” Customer clarifies:

• Did you say fries are included?

• Sorry, I didn’t catch that.

• Are you asking if I want fries?

• Pull up.

Multiple Select

Customer: “We waited 20 minutes in line.” Cashier could respond:

• I’m sorry about that.

• Thanks for waiting.

• Who ordered the lobster?

Multiple Select

Cashier: “That’ll be $10.25.” Customer could say:

• How much is that again?

• Can you repeat that, please?

• Sorry, I didn’t catch that.

• Do you mean with fries or without?

Match

Match the sentences on the left with the correct response on the right.

• Let’s split them.

• Let’s share the combo.

• Do you want to share it?

• Should we go Dutch?

It’s a lot of fries

This combo is enough for two.

The drink is too big for me.

The bill looks expensive.

• It’s a lot of fries

• This combo is enough for two.

• The drink is too big for me.

• The bill looks expensive.

Match

Instruction: Match the sentences on the left with the correct response on the right.

• Not sure if guac is included.

• You want to confirm the price.

• Didn’t hear what cashier said.

• Need to confirm drink details.

Does that include guac, or is it extra?

How much is that again?

Sorry, I didn’t catch that.

Does that include refills?

• Does that include guac, or is it extra?

• How much is that again?

• Sorry, I didn’t catch that.

• Does that include refills?

Multiple Choice

When ordering a cappuccino at Starbucks, what should you ask to clarify if soy milk is included?

• Is soy milk included in this cappuccino?

• Can I get whipped cream on my cappuccino?

• Is this cappuccino decaf?

• Does this cappuccino come with extra foam?

Video - Front Counter Training

Watch the video and discuss

Situations

Let's practice...

Chipotle

• Order: Burrito bowl.

• Clarification: Ask if guac is included.

• Complaint: Last time you never received your chips.

• Must use: “How much is that again?”

www.chipotle.com

Starbucks

• Order: Cappuccino.

• Clarification: Ask if soy milk is included.

• Complaint: Yesterday they spelled your name wrong.

• Must use: “Could you say that again, more slowly?”

​Starbucks.com/menu

Burger King Counter

• Order: Chicken nuggets.

• Clarification: Ask if the drink has free refills.

• Complaint: You waited in line 20 minutes.

• Must use: “Just to be sure…”

​https://www.bk.com/menu

KFC

• Order: Bucket of chicken.

• Clarification: Ask what sides are included.

• Complaint: The chicken looked burned last time.

• Must use: “Wait, did you say…?”

​https://www.kfc.com/menu