(Page 102)
1. Describe the photo. Answer the questions.
1. What are the people saying, do you think?
2. Do you often take things you have bought back to the shop? Why?
| You are returning a gadget to a shop because something has gone wrong with it. Discuss these four issues with the shop assistant: • What the gadget is and when you bought it. • What the problem is. • What you want to happen next. • What you will do if that isn't possible. |
2. ☊3.19 Read the task above. Then listen to a student doing the task. Circle the correct answer.
1. The student is returning
a. a CD player
b. a DVD player
2. The student can’t
a. charge the battery
b. turn on the player
3. The student would like
a. an exchange
b. a refund
4. The sales assistant offers to
a. repair it
b. exchange it
Speaking StrategyWhen you are doing a speaking task, make sure you refer to all four points in the task. It is also important that you react and respond properly to what is said during the conversation. |
3. ☊3.19 Read the Speaking Strategy. Listen again and say if the student mentioned all the points in the task and responded well to the sales assistant’s contributions.
4. VOCABULARY Which of these gadgets in A do you like best? Can you identify different parts in B that you find on your gadgets?
A. digital camera; DVD player; e-book reader; game console; smartphone; tablet
B. battery; case; charger; on/off button; remote control; screen; strap; USB port; volume control
5. ☊3.20 Listen to another student. What parts of the gadget did he and the sales assistant mention?
6. KEY PHRASES Complete the phrases with the words below.
broken come exchange happy manager money problem repair something stopped work write
Making a complaint
There's a (1) _____ with...
There's (2) _____ wrong with...
It doesn't (3) _____.
It has (4) _____ working.
It's (5) _____
The (dial) has (6) _____ off.
Can I have my (7) _____ back, please?
Can I (8) _____ it, please?
Can you (9) _____ it?
I'm not (10) _____ about that.
Can I see the (11) _____, please?
I'm going to (12) _____ to (customer services).
7. ☊3.20 PRONUNCIATION Listen again and notice how the student pronounces the phrases in exercise 6. Work in pairs and practise saying them.
8. KEY PHRASES Match the sentence halves.
Dealing with a complaint
| 1. What’s wrong 2. When did you 3. Have you got 4. Would you like 5. We don’t give 6. I can give you 7. We can 8. There’s nothing | a. a refund? b. repair it. c. a credit note. d. the receipt. e. refunds. f. with it? g. I can do. h. buy it? |
