Unit 18 How can I help you?
Vocabulary Task
Answer/Script
A I’ll be your waiter this evening. Could I please see some ID? I can’t serve you alcohol without proof that you’re old enough.
B Could you take a look at my car? It needs work. I’m not interested in buying a new car at this time. I’m hoping you’ll be able to fix my old one.
C I really don’t like being treated rudely like that. I thought it was possible to exchange this or get a refund. I would like to remain a satisfied customer. I think I need to speak to the manager.
Listening Task
1) First Listening
Answers
1. Buying a six- pack of beer.
2. Getting a car repaired.
3. Ordering wine at a restaurant.
4. Buying a car.
2) Second Listening
Answers
1. No. He didn’t have ID proving he’s over 21.
2. Yes. He can bring his car in today, but it may not get fixed today.
3. Yes. They each ordered the wine of their choice.
4. No. She can’t get a new car.
Script
1. A; Hi! Can I help you?
B: Just this, please.
A: Sure. A six-pack of beer. May I see some ID?
B: ID? Are you kidding? Do I look like I’m under 21?
A: I’m sorry. We have to card everybody. We can’t sell alcohol to anyone without proof that they’re old enough to buy it.
B: Never mind, then.
2. A: Service department.
B: Hi! My car’s having trouble, and I’m wondering if I can bring it in.
A: What’s the problem?
B: Well, it’s been overheating a lot recently, and them yesterday the air conditioner stopped working.
A: Uh oh. It sounds like you’ll need to leave it for a couple of days. Could you bring it in tomorrow?
B: I really need to get it fixed right away. Can I bring it in today?
A: Yeah, sure. But I can’t guarantee that we’ll get to it today.
3.A: Good evening. My name is Bruce and I’ll be your waiter this evening. Would you care for something to drink before dinner?
B: Maybe a glass of wine.
A: Red wine or white wine?
C: Red for me.
A: Okay, we have a Merlot and a Cabernet.
B: Which do you recommend?
A: The Merlot is very nice.
C: Well, I’m going to trust you. A glass of the Merlot, please.
B: And I’ll have a glass of Cabernet.
4. A: So, uh, what can I show you in a new car?
B: Well, I’m just looking today, really.
A: Well, what kind of car are you looking for?
B: Well, I’d like an SUV — four –door, of course—with power brakes and power steering. Oh, and automatic door locks.
A: Fantastic. We lave lots of those kinds of cars, right over here.
B: Oh, great.
A: How much money were you thinking of spending?
B: Well, no more than $8,000.
A: Oof! Well, let’s see. How about our used vehicles over on the next block?
B: You mean I can’t get a new car?
A: Are you kidding?
Real World Listening
1. Predict
Answers
Ether answer is possible. In each case, one statement or question is more polite.
The Customer: (more polite) is it possible to exchange this shirt?
The Clerk: (more polite) Let me see how we can help you.
The Manager: (more polite) I’m very sorry about any problems there may have been.
2. Get the main idea
Answers
1. He wants to exchange the shirt.
2. It was stained when he bought it.
3. The clerk thinks the customer stained the shirt.
4. He wants his money back.
5. He exchanges the shirt.
Script
Customer: Excuse me, ma’am.
Clerk: Yeah? How can I help you?
Customer: I’d like to exchange this shirt. It has a flaw… it’s stained right over here.
Clerk: Let me see it …Yep, there’s a stain all right. How’d that happen?
Customer: It was there when I bought it.
Clerk: Mmm, don’t think so.
Customer: Uhh, it’s true.
Clerk: Um, we check every item. I don’t think so.
Customer: Are you saying I’m a liar?
Clerk: No, but we’re careful. I mean, it’s our job.
Customer: Okay, look, just let me speak to the manager.
Clerk: Okay, I’m sorry. What was it that you wanted again? To exchange it?
Customer: I want to speak to the manager.
Clerk: Fine. Whatever. Dee! A customer wants to talk to you.
Manager: How can I be of assistance?
Customer: Well, I came in planning to exchange a shirt-and it has a stain, see…
Manager: Yes.
Customer: But I was treated so rudely by this person, I just want my money back. I’m not shopping here anymore.
Manager: Well, I’m very sorry about any problems there may have been. Can you tell me what happened?
Customer: She accused me of staining this shirt.
Clerk: Hey, I was just trying to make sure…
Manager: Um, why don’t you go to my office and wait for me. Look, I’m very sorry. I take responsibility for her behavior. But, we’d really like to keep you as a customer and I’d be glad to exchange this item for you, or give you a full refund, whichever you’d like.
Customer: Mmm, I don’t know. I don't like being treated like that. I don’t think she cares.
Manager: Rest assured, she will be taught how to treat a valued customer.
Customer: Well, okay, I guess I’ll just exchange it. I like the shirt, after all.
Manager: Oh, wonderful. Well, thanks for understanding. Now, may I see your receipt, please? |