Life Pre-Intermediate 5d Online Shopping p.64
https://quizlet.com/_1v5nqg
Life Pre-Intermediate 5d Online Shopping p.64
https://quizlet.com/_1v5nqg
Life Pre-Intermediate 5d Online Shopping p.64
https://quizlet.com/_1v5nqg
Life Pre-Intermediate 5d Online Shopping p.64
https://quizlet.com/_1v5nqg
V: Thank you for calling Teco Art dot com. Your call is important to us. For information about our latest products, press one. For orders, press two. For problems with your order, press three….All our customer service assistants are busy. We apologize for the delay. Your call is important to us. One of our customer service assistants will be with you as soon as possible.
C: Good morning. Can I help you?
J: Hi, I’m calling about an order for a Computer Circuit Board Clock from your website but I received an email saying I have to wait seven more days.
C: One moment… Do you have the order number?
J: Yes, it’s 8-0-5-3-1-A.
C: Is that A as in Alpha?
J: That’s right.
C: Is that Ms Jane Powell of 90 North Lane?
J: Yes, it is.
C: Hmm. Can I put you on hold for a moment?
J: Sure.
C: Hello?
J: Yes, hello.
C: I’m very sorry but this product isn’t in stock at the moment. We’ll have it in seven days.
J: I already know that. But it’s my husband’s birthday tomorrow.
C: I see. Well, would you like to order a similar clock? We have an Apple iPod one for thirty-five pounds.
J: Hmm. I really like the one I ordered.
C: Oh, I’m sorry about that. Would you like to cancel the order?
J: Yes, I think so. How does that work.
C: Well, we’ll refund the amount of thirty-nine pounds to your credit card.
J: OK. Thanks.
C: And would you like confirmation by email?
J: Yes, please.
C: Let me check. Your email is J-powell at S-mail dot com.
J: That’s right.
C: Is there anything else I can help you with?
J: No thanks. That’s everything.
C: OK. Goodbye.
J: Bye.
Talk about these questions with a partner. Don’t write anything down, but try to remember your partner’s answers. Afterwards, the teacher will ask you what your partner said.
Is online shopping very popular in your country?
What kind of things do people usually buy online?
What kind of things would you never buy online?
Have you ever bought anything online? If so, what did you buy?
What are the advantages to shopping online?
What are the disadvantages to shopping online?
What kind of problems might people have when they buy things online?
Have you ever experienced any problems buying something online? What about your friends or family? If so, what was the problem?
Talk to 3 people. Make brief notes about their answer
|
Person 1
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Person 2
|
Person 3
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Is online shopping very popular in your country?
| |||
What kind of things do people usually buy online?
| |||
What kind of things would you never buy online?
|
Talk to 3 people. Make brief notes about their answer
|
Person 1
|
Person 2
|
Person 3
|
Have you ever bought anything online? If so, what did you buy?
| |||
What are the advantages to shopping online?
| |||
What are the disadvantages to shopping online?
|
Talk to 3 people. Make brief notes about their answer
|
Person 1
|
Person 2
|
Person 3
|
What kind of problems might people have when they buy things online?
| |||
Have you ever experienced any problems buying something online?
| |||
Have any of your friends or family ever experienced any problems buying something online?
|
Telephone Expressions
1.Good morning. Can I help you?
|
2. I’m calling about an order for a clock.
|
3. Can I put you on hold for a moment?
|
4. Is there anything else I can help you with?
|
Talking about an Order
5. Do you have the order number?
|
6. Would you like to order a different product?
|
7. Would you like to cancel the order?
|
8. Would you like a refund?
|
9. Would you like confirmation by email?
|
Checking and Clarifying
10. Is that A as in Alpha?
|
11. Let me check.
|
12. So that’s F for Freddie.
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13. That’s right.
|
Telephone Expressions
1.Good morning. ______ I ______ you?
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2. I’m ______ about an ______ for ______ clock.
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3. ______ I ______ you on ______ for a ______ ?
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4. Is ______ anything ______ I can help ______ with?
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Talking about an Order
5. Do you ______ the order ______ ?
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6. Would ______ like to order a ______ product?
|
7. Would you ______ to ______ the ______ ?
|
8. Would ______ like a ______ ?
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9. Would ______ like ______ by ______ ?
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Checking and Clarifying
10. Is ______ A ______ in Alpha?
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11. ______ me ______ .
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12. So ______ F ______ Freddie.
|
13. That’s ______ .
|
Telephone Expressions
1.
|
2.
|
3.
|
4.
|
Talking about an Order
5.
|
6.
|
7.
|
8.
|
9.
|
Checking and Clarifying
10.
|
11.
|
12.
|
13.
|
V: Thank you for calling Teco Art dot com. Your call is important to us. For information about our latest products, press one. For orders, press two. For problems with your order, press three….All our customer service assistants are busy. We apologize for the delay. Your call is important to us. One of our customer service assistants will be with you as soon as possible.
C: Good morning. Can I help you?
J: Hi, I’m calling about an order for a Computer Circuit Board Clock from your website but I received an email saying I have to wait seven more days.
C: One moment… Do you have the order number?
J: Yes, it’s 8-0-5-3-1-A.
C: Is that A as in Alpha?
J: That’s right.
C: Is that Ms Jane Powell of 90 North Lane?
J: Yes, it is.
C: Hmm. Can I put you on hold for a moment?
J: Sure.
C: Hello?
J: Yes, hello.
C: I’m very sorry but this product isn’t in stock at the moment. We’ll have it in seven days.
J: I already know that. But it’s my husband’s birthday tomorrow.
C: I see. Well, would you like to order a similar clock? We have an Apple iPod one for thirty-five pounds.
J: Hmm. I really like the one I ordered.
C: Oh, I’m sorry about that. Would you like to cancel the order?
J: Yes, I think so. How does that work.
C: Well, we’ll refund the amount of thirty-nine pounds to your credit card.
J: OK. Thanks.
C: And would you like confirmation by email?
J: Yes, please.
C: Let me check. Your email is J-powell at S-mail dot com.
J: That’s right.
C: Is there anything else I can help you with?
J: No thanks. That’s everything.
C: OK. Goodbye.
J: Bye.
Telephone Expressions
I’m calling about an order for a clock.
|
Talking about an Order
Would you like to order a different product?
|
Would you like a refund?
|
Checking and Clarifying
So that’s F for Freddie.
|
Is that A as in Alpha?
|
So that’s F for Freddie?
|
Would you like a refund?
|
That’s right.
|
Would you like to cancel the order?
|
Can I put you on hold for a moment?
|
Do you have the order number?
|
Can I help you?
|
Is there anything else I can help you with?
|
Let me check.
|
I’m calling about an order for a clock.
|
Would you like confirmation by email?
|
If there is a problem with what the customer originally ordered, you can use this expression to see if the customer wants to change their order.
|
Would you like to order a different product?
| ||
Which question do you use when you think the other person said “A”, but you want to make absolutely sure?
|
Which question do you use when you ask the customer if they want their money back?
|
Which question do you use when you think the other person’s name starts with “F”, but you want to make absolutely sure?
|
Which expression do you use to tell the other person that what they just said was correct?
|
Which question do you use when you ask the customer if they want to stop their order?
|
Which question do you use when you are busy and you can’t talk on the phone right now, and you want to ask the other person to wait?
|
Which question do you use when you need the number which matches the particular order the customer is calling about?
|
Which expression is usually the first thing that you say to a customer?
|
What do you say when you have already helped the customer, but you want to know if they have any more problems?
|
What do you say when you don’t know the answer to something, but you are going to look for the answer now?
|
This is the first thing the customer says. It tells the sales assistant why the customer is calling.
|
Would the customer like an e-mail to make sure that their refund was successful?
|
Customer
You ordered some clothes online. You received an email from the company. The clothes are not in stock. Telephone the customer service helpline.
- Say why you are calling.
- Your order number is EI3304A
- Spell your surname
- Find out how long you have to wait for the clothes
- Ask for a refund. The price was $149.50
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Customer Service Assistant
You are a customer service assistant for a clothing company supplier. Answer the telephone
- Ask for the customer’s order number and his/her surname.
- The clothes aren’t in stock but they will be in two weeks.
- Offer some different clothes at the same price.
Customer
You ordered a book online called Learn Spanish in One Week. You received an email from the company. The book is not in stock. Telephone the customer service helpline.
- Say why you are calling.
- Your order number is AZE880
- Find out how long you have to wait for the book.
- Ask for the price of the second-hand copy.
- Buy the second-hand book.
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Customer Service Assistant
You are a customer service assistant for a book supplier. Answer the telephone.
- Ask for the customer’s order number and the title of the book.
- The book isn’t in stock. You don’t know when the book will arrive.
- Offer the caller a second-hand copy of the same book. It’s 3.50 pounds.
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