2020-09-28
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Task 5. Work in pairs to role-play a situation where you ask and give information about yourself, your interests, your goals, future plans etc. Use ROLE-PLAY ASSESSMENT RUBRICS/CRITERIA (Appendix) to assess your/your partner's performance.
Unit 2. Shopping
Objectives: In this unit students will:
- learn common phrases used for shopping and returning an item to a store;
- take part in role-plays to practice conversations at the shop (buying a souvenir, clothes, exchanging or returning an item to a store).
Task 1. Read the phrases and practice saying them:
| Purchasing an item | ||
| Shop assistant: | Customer: | |
| Good morning. Can I help you? Are you looking for something in particular? Are you being attended to? | I'm looking for... (a pin-striped suit, size 36). I would like to buy …. (a souvenir). I’m trying to find … (a navy blue raincoat, size 46). Do you have any … (yellow suede shoes, size 9)? | |
| What size are you? | small/medium/large size | |
| Would you like to try it on? The fitting rooms are over there. | Could you please tell me, where the fitting room is? | |
| Would you like another colour? How about this one? | Do you have it in a larger/smaller size/ in a different colour? | |
| Nothing in nylon /silk /red at the moment, I’m afraid. I can do the size, but not the colour. We don’t have it right now in stock, but if you leave your phone number we’ll call you. Look in again on Monday. You might be lucky at our Oxford Street branch. | Are you likely to be getting any more in? Do you think you could get one for me? Can you get them in by Tuesday? | |
| How much is the sweater? Can you exchange this... for me? Do you give a guarantee? I think I'll take it. | ||
| At the cashier-desk | ||
| Shop assistant: | Customer: | |
| Do you have our discount card? We can give you 10% discount if you fill in this form. Shall I gift-wrap it? Would you like a bag? Did you find everything you needed? Do you want anything else? How would you like to pay? Do you happen to have any change? Enter your PIN. Sign here, please. Here is your receipt. Thank you for your purchase. | That’s all for today, thank you.
Could I have a receipt please?
Could I have a plastic bag please?
Can I pay by credit card?
I’m afraid I don’t have any change. | |
| Exchanging or returning an item to a store | ||
| Customer: | Shop assistant: | |
| Can I return this... (item)? Can I exchange this … (shirt)? As a matter of fact, it doesn't fit. The size is much too small. I don't like the colour. The … (item) is faulty / damaged. Can I get cash back? | What's wrong with it? Do you remember when you bought it? Do you have a receipt? Let me have the … (item) and the receipt, please. Would you like to exchange it for a larger size/ a different colour? | |
Task 2. In pairs take part in a role-play. One of you is a customer, and the other student is a shop assistant. Follow the instructions below.
Level 1
Time 10 min.
| A: Welcome the customer. Ask if he/she is being attended to. | B: Greet the shop assistant. Say that you need some help. |
| A: Ask if the customer is looking for something in particular. | B: You need... (a dress/a blouse/a shirt/jeans etc.) in a specific colour. |
| A: Ask what size the customer is. | B: Answer the question. |
| A: Say that the size is available, but not the colour. | B: Ask if they can order one for you. |
| A: Tell the customer that you can do it. | B: You still need to try it on to make sure you are OK with the size. |
| A: Show the customer to the fitting-room. | B: Ask if they have something a bit smaller. |
| A: Give the right size. | B: Now you are ready to place an order. |
| A: Repeat the information of the order: the piece of clothes, colour, size, time of delivery to the shop. | B: Ask when you need to pay: now or when receiving the order. |
| A: The customer needs to pay when he/she gets the order next week. | B: Ask if you can pay by credit card then. |
| A: Answer the question. Ask the customer to leave his/her phone number. You want to call him/her next week to remind about the order. | B: Leave the telephone number and say your name. |
| A: Check the information and ask to spell if something is unclear. | B: Thank the shop assistant and promise to come next week. |
Task 3. In pairs take part in a role-play. One of you is a customer who wants to return an item to a store. The other student is a shop assistant. Read the task below.
Level 2
Time 10 min.
| Card 1 You are a customer. You have recently bought a sweater, but now you think it does not fit you and you don’t like the colour. You want to return the sweater to the shop. Be ready to: l ask if you can return the sweater; l explain why you want to return it; l answer the shop assistant's questions; l explain that you want cash back; l choose from the options that the shop assistant offers. |
| Card 2 You are a shop assistant. A customer wants to return a sweater which he/she does not like. Be ready to: l ask what is wrong with the sweater; l ask if the customer has the receipt; l ask if he/she would like to exchange it for a different size and/or a different colour; l explain that you can't give cash back because the item was on a special offer and the customer can either exchange it or you can give him/her a store credit; l (if necessary, explain that a store credit means that you can give the customer a store coupon good for the sweater's cost). |
Additional Practice
Task 4. In pairs take part in a role-play at a gift shop. One of you is a tourist and wants to buy a souvenir. The other student is a shop assistant. Read the task below.
Level 2
Time 10 min.
| Card 1 You are a tourist and want to buy a souvenir, something to remind you of your visit. Ask a shop assistant for advice. You can also ask: l what is unique about each item; l what the items are made of; l the price; Choose a souvenir and pay for it. Ask to gift-wrap it. |
| Card 2 You are a shop assistant in a gift shop. In your shop you have products at all price levels and most of them are unique and handmade. Greet the customer and help him/her to choose a souvenir. You can offer: l calendars (with magnificent local views); l charms, pendants, earrings (with semi-precious stones); l scarves (silk, hand-made); l oil paintings of local landscapes (small ones that fit in a suitcase); l boxes of chocolates from gourmet chocolatiers (delicious and beautifully packaged); l refrigerator magnets, mugs and postcards with local views, etc. |
