complaints
Presentation
•
English
•
KG
•
Medium
Cosette _
Used 2+ times
FREE Resource
4 Slides • 12 Questions
1
complaints
2
Open Ended
Can you help me please? I just bought this book and ______________.
3
Open Ended
Excuse me! I just bought this computer and _________________________.
4
5
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
6
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
7
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.
8
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.
9
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.
10
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?
11
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!
12
Multiple Choice
What function is the customer performing when he says "what do you call it?"
apologizing
questioning
paraphrasing
13
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
14
Multiple Choice
what function is the clerk performing when he says, "i don't know exactly the name, but..."
apologizing
inviting
paraphrasing
15
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.
16
Multiple Choice
what function is the clerk performing when he says, "what i mean is that...?"
offering a solution
clarifying
describing a product
complaints
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