LESSON
LISTENING AND SPEAKING
Call about returning merchandise
8
GET READY TO WATCH
Lena is calling to return an item that she
bought online. Have you ever had to do that?
What happened?
WATCH
Watch the video. Answer the questions.
1.
What number does Lena have to press?
2.
Why is Lena calling ACME Tech?
3.
Why didn’t Lena check the headphones before?
4.
What does Keith ask Lena to check?
5.
Why does Lena get annoyed at Keith’s questions?
6.
What does Keith offer Lena instead of a refund?
CONVERSATION
A
Watch part of the video. Complete the conversation.
Keith:
As long as the
are in like-new condition,
there’s no problem. Just complete the return form that came
with your package and ship them back. We’ll send you a replacement.
Lena:
Mmm. I don’t want a replacement now. Can’t I just get a refund?
Keith:
I’m sorry, but we don’t give refunds after 30 days.
Lena:
But they’re
. I’ve never used them.
Keith:
Well, if you send them back, I can give you a store credit.
Lena:
OK, that’s fine. I’ll do that.
B
PAIRS
Practice the conversation.
C
PAIRS
Practice the conversation again. Make similar conversations.
Return an item you ordered online. Talk about the options.
PAIRS
Is it reasonable for Lena to ask for a refund after she was told it had passed the
date? Should it make any difference if the items are defective and unused? Why or why not?
WHAT DO YOU THINK?
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UNIT 8
