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Page 38 - Exercise 4

Listening - Fair exchange?

Part A - Listen to three customers return an item they purchased. What’s the problem? Take notes. Then complete the chart.

1 - Can I help you?

• Yes, I bought this briefcase here last week, but there’s something wrong with the lock. I can’t get it to close properly.

• Let me see. Yes I see what you mean. The lock seems to be jammed or something. No problem. I’ll get you another one. Sorry about that.

2 - Excuse me?

• Yes, I wonder if you could take a look at these shoes I bought here. They are pretty new, but they seem to be falling apart.

• Let me see. Yes, this doesn’t look right. The stitching is coming out.

• How long did you say you’ve had them?

• Only about a month. Here’s the receipt.

• Yes, well let me exchange these for you. I’m sorry for the inconvenience.

3 - Excuse me?

• Yes, how can I help you?

• You see this shirt? I bought it here a few weeks ago. But the first time I washed it. The color changed. It went from bright red to light pink.

• How did you wash it?

• Well, I just tossed it into the washing machine with my other clothes.

• What temperature did you use?

• I usually wash my clothes in hot water, so I guess hot.

• Well, did you check the washing instructions?

• Maybe not.

• Well, you see here on this label? It says wash in cold water only.

• So, I’m really sorry, but since you didn’t follow the washing instructions. I can’t really do anything for you.