3 Spot Dictation 44 Listen to the conversation and fill in the missing information Salesman: 1 May I help you, Madam? Customer: Yes. I would like to 2 return these slacks Salesman: Alright. Do you have your receipt? Customer: Yes. Here it is. I bought them last week Salesman And why are you returning them? Customer: I bought them to 3 go with a blouse. But they don' t really match Salesman: I see. Oh, wait. Ma'am, I'm sorry. These slacks were on sale Customer: Yes, they were 4 thirty percent oft Salesman: I'm sorry, but we don't allow returns on 5 sale items Customer: I know many stores have that 6 policy. But I have returned sale items here before
3 Spot Dictation Listen to the conversation and fill in the missing information. Salesman: 1 , Madam? May I help you Customer: Yes, I would like to 2 these slacks. Salesman: Alright. Do you have your receipt? Customer: Yes. Here it is. I bought them last week. Salesman: And why are you returning them? Customer: I bought them to 3 a blouse. But they don’t really match. Salesman: I see. Oh, wait. Ma’am, I’m sorry. These slacks were on sale. Customer: Yes, they were 4 . Salesman: I’m sorry, but we don’t allow returns on 5 . Customer: I know many stores have that 6 . But I have returned sale items here before. ____________ return _________ go with _____________ thirty percent off _______ sale items policy __________ ________ L A B P
3 Spot Dictation 也日14 Salesman: I'm sorry, but we usually don't do it. It is our policy Customer: I just bought these slacks a week ago. And I am a 7 regular customer here. Can you make an exception this time? Salesman: Well Let me talk to the 8 manager for a moment .. Ma am the manager says i can do it this time Customer: Good. I'm a regular customer here. I am glad you can 9 make an exception for me Salesman: Please show me your 10 receipt again UD
Salesman: I’m sorry, but we usually don’t do it. It is our policy. Customer: I just bought these slacks a week ago. And I am a 7 here. Can you make an exception this time? Salesman: Well. Let me talk to the 8 for a moment. … Ma’am, the manager says I can do it this time. Customer: Good. I’m a regular customer here. I am glad you can 9 . Salesman: Please show me your 10 again. 3 Spot Dictation ______________ regular customer ________ manager make an exception for me receipt ______________________ ______ L A B P
4 Role-play Make up a dialogue based on the following situation and role-play it to the class You work as a customer service assistant in a department store. A customer wants to return a shirt he has bought because of the wrong size. The following words and expressions may be helpful carelessness粗心,疏忽 Do you have the receipt?你有收据吗? Inconvenience不方便 d like to return this 我想退货 wrong sIze尺寸不对 Id like to get a refund on this.我想退货 fitting room试衣间 l'd like to exchange this 我想换货
4 Role-play You work as a customer service assistant in a department store. A customer wants to return a shirt he has bought because of the wrong size. The following words and expressions may be helpful: Make up a dialogue based on the following situation and role-play it to the class. carelessness 粗心，疏忽 Do you have the receipt? 你有收据吗? inconvenience 不方便 I’d like to return this. 我想退货。 wrong size 尺寸不对 I’d like to get a refund on this. 我想退货。 fitting room 试衣间 I'd like to exchange this. 我想换货。 L A B P
Script Selling a Car Customer: I like the Honda Accord you showed me before. I think it's more practical for my needs Salesgirl: Alright sir. You are making a good choice. Honda has made a lot of design improvements in the new Accord Customer: What does it come with standard? Salesgirl: On all our new cars the standards include air conditioning anti lock brakes air bags and an AM/FM stereo with a CD player But on the accord there is another standard item as well. The Accord comes with cruise control Customer: Cruise control? don't like that Salesgirl: Why not sir? Customer: I think it's dangerous. What if I can't turn it off? Salesgirl: Well sir I know some of our customers are concerned about cruise control. But Honda has never had a single cruise control malfunction that led to an accident
Script Selling a Car Customer: I like the Honda Accord you showed me before. I think it’s more practical for my needs. Salesgirl: Alright sir. You are making a good choice. Honda has made a lot of design improvements in the new Accord. Customer: What does it come with standard? Salesgirl: On all our new cars the standards include air conditioning antilock brakes air bags and an AM/FM stereo with a CD player. But on the Accord there is another standard item as well. The Accord comes with cruise control. Customer: Cruise control? I don’t like that. Salesgirl: Why not sir? Customer: I think it’s dangerous. What if I can’t turn it off? Salesgirl: Well sir I know some of our customers are concerned about cruise control. But Honda has never had a single cruise control malfunction that led to an accident. L A B P
Script Customer: I wish it didnt have cruise control. My wife doesnt like it either Salesgirl: You know sir you dont have to use it. You can turn it on or off. If you don't want to use it you just never turn it on Customer: I suppose. And what about the sunroof? Is that standard? Salesgirl: No the sunroof is optional, sir Customer: I see. Another important question is the time I can get this car. I need a new car rather soon Salesgirl: Well I can say that the new models will be here in August. If you order one now we will have it for you in August Customer: That's good enough. Well I think I want to order the new white Accord with the sunroof then Salesgirl: Alright sir. I will get the paperwork ready for you. Just a moment
Script Customer: I wish it didn’t have cruise control. My wife doesn’t like it either. Salesgirl: You know sir you don’t have to use it. You can turn it on or off. If you don’t want to use it you just never turn it on. Customer: I suppose. And what about the sunroof? Is that standard? Salesgirl: No the sunroof is optional, sir. Customer: I see. Another important question is the time I can get this car. I need a new car rather soon. Salesgirl: Well I can say that the new models will be here in August. If you order one now we will have it for you in August. Customer: That’s good enough. Well I think I want to order the new white Accord with the sunroof then. Salesgirl: Alright sir. I will get the paperwork ready for you. Just a moment. L A B P