2015-09-06
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Use these situations to practise complaining and dealing with complaints. In the groups or pairs, discuss what a and b would probably say in the following situation. Think of the exact words they would probably use. Then take a role each.
Situation 1
| STUDENT A | STUDENT B |
| You were given a sweater for your birthday. It is too big. You have never worn a sweater. You would like to exchange it. The person who gave it to you has told you the store where it was bought. You have just gone up to the sales assistant in the store. You haven’t got the receipt. | You are an assistant. You try to be polite and helpful. But when you examine the sweater, you find a stain and a small hole. Also, the store does not normally exchange goods without a receipt. |
Situation 2
| STUDENT A | STUDENT B |
| A CD you bought recently is badly scratched. You haven’t got a receipt, but you buy a lot of CDs from the shop. | You have just started working in the shop and don’t know what to do. Ask about the receipt. Ask the customer to come back when the Manager is there. |
Situation 3
| STUDENT A | STUDENT B |
| A jacket you bought for $60 is badly stained. You think that someone has already worn it! You would like to keep it but you want some money back to compensate for the damage and to pay for cleaning it. | Examine the item the customer has brought back. Ask for the receipt. Apologize and work out a compromise. |
