PRACTICAL SPEAKING
A
Alina’s husband, Manuel, calls the customer service line to ask a question about
returning the DVD. Listen and read.
Agent:
PennyMart Returns Department. Can I help you?
Manuel:
Hi. Yes. I bought a DVD through your website, but it’s damaged.
Agent:
Oh. I’m sorry about that. Can you describe the damage?
Manuel:
Well, the disc looks OK, but the picture doesn’t show correctly.
Agent:
I see. And when did you receive the DVD?
Manuel:
Just this morning.
Agent:
OK. In that case, you can exchange the DVD for the same title.
Send it back in the original packaging and include the receipt.
As soon as we receive it, we’ll ship a new one to you.
Manuel:
Thank you.
B
Listen and repeat.
C
PAIRS
Role play a similar conversation. Ask new questions about items you need
to return. Use items and information from the PennyMart return policy.
PRACTICAL LISTENING
Listen to a podcast explaining what you need to check on return policies. Then read
the statements. Circle
True
or
False
. Correct the false statements.
1.
Many stores post their return policy on their company website.
True
False
2.
All stores must give a customer at least 15 days to return an item.
True
False
3.
All stores will give you your money back when you return an item.
True
False
4.
If you buy an item online, you can sometimes return the item to a
brick-and-mortar store instead of mailing it back.
True
False
5.
Some stores do not allow customers to return items that were on sale. True
False
GROUPS OF 3
Why is a clear return policy important for a store?
How does it protect the rights of customers? Imagine that you owned a store.
Write a return policy that is fair to both your store and to your customers.
STORE RETURN POLICY
WHAT DO YOU THINK?
UNIT 9
125
