Unit 8 Buy, Sell, Trade Lesson 3 Customer Service

Recognize a speaker’s attitude and feelings.

Speak and listen

1. Work in pairs. Describe what you can see in the pictures.
2. Listen and match the conversations to the pictures.

Conversation 1

Agent:         RED Mobile. How can I help you?

Boy:            It’s about my phone bill. I went to France for a week with my school and it’s

                    735 dollars.

Agent:         You must have had roaming turned on.

Boy:           Roaming?

Agent :        Yes, it allows you to keep using the internet.

Boy:           But I couldn’t have spent 735 dollars.

Agent:         If you go abroad, you’re charged for all your internet use.

Boy.            I didn’t get it. Or maybe I did. I’m not sure.

Agent:         You definitely would have gotten it. It’s sent automatically.

Boy:            What am I going to do? May parents will kill me.

Agent:         I’m afraid the bill have to be paid. But remember to turn off roaming to                            avoid data charges next time.

Boy:            There won’t be a next time.

Conversation 2

Agent:         Online Offers, how can I help you?

Man:           I’m calling about a tablet I purchased from your website.

Agent:         Yes?

Man:            I paid extra for the next-day delivery, so It should have arrived by now.

Agent:         Can I have your number, please?

Man:            Yes, it’s ID 102389.

Agent:         Ok, you made your purchase on the 17^th, and your order was shipped on the 17^th. We attempted to deliver your order on the 18^th, but you must have been out.

Man:           I couldn’t have been out, I work at home. And even if I was, someone should have left a notice.

Agent:         Could you have given us the wrong address?

Man:           I used the address I always use.

Conversation 3

Clerk:           Good morning. Can I help you?

Girl:             Yes, I need to exchange some money.

Clerk:          Which currency would you like to exchange?

Girl:            I have 200 dollars and I need pounds.

Clerk:          Two hundred dollars…that will give you 125 pounds.

Girl:            How much does it cost? Are there any, how do say it hidden fees? My friends told me to be careful with hidden fees.

Clerk:          No, there are no extra fees. We just apply our exchange rate for the day. It’s the one displayed on that board.

Girl:            Ok.

Clerk           I’ll need to see your passport, please.

Girl:            My passport? What?

Clerk:          It’s a legal requirement. You have to give a passport number when you exchange money.

Girl:            Ok. Here it is.

Clerk:          Thanks. Could you just sign here? So that’s 125 pounds. Have a nice day?

Girl:            Thanks.

Conversation 4

Boy:            Hi I received this notification saying my game console’s arrived.

Clerk:          Ok. Can you sign here, please?

Boy:            Of course.

Clerk:          Ok, so that’s 23 dollars and forty, please.

Boy:            I’m sorry, I don’t understand.

Clerk:          That’s the important tax on the delivery.

Boy:             But there must be a mistake. My dad’s already paid for it.

Clerk:          Yes, but it’s been exported from Japan, so you have to pay import tax on it here. It says on the notification.

Boy:            I don’t have any money.

Clerk:          If you can’t pay, then you’ll have to pick it up another day.

Boy:            I don’t know what to do.

Clerk:          You’ll have to make a decision. There are other people waiting.

Boy:            Could you wait a moment? I’ll call my dad.

Clerk:          You can wait over there while I help the next customer.

Boy:            Dad? Where are you?

Answer key:          

1. d 2. c 3. b              4. a
2. Match each conversation to one of the statements.
3. ________ 2. ________ 3. ________ 4. ________
4. The customer is satisfied with the service received.
5. The customer gets unfriendly service from the start.
6. The customer’s feelings change from excited to worried.
7. The customer is angry because things cost more than expected.
8. The customer’s attitude gets worse as the conversation goes on.
9. The customer is anxious throughout the conversation.

Answer key:

1. F E      3. A          4. C

Work with words

4. Complete the conversation excerpts with the right form of buying and selling

    words.

          bill                        charge         cost             currency                delivery

          exchange rate        export          import         purchase               tax

1. It’s about my phone _______. It’s 735 dollars.

If you go abroad, you’re _______ for all your internet use.

2. I’m calling about a tablet I _______.

I paid extra for next-day _______.

3. Which ______ would you like to exchange?

How much does it ______?

We just apply our ______ for the day.

4. It’s been _______ from Japan, so you have to pay _______ _______ on it here.

Answer key:

1. bill charge
2. purchased delivery      
3. currency coat             exchange rate
4. exported import         tax