Unit 3

3 Product Problems

Reading

Read the page from a customer service manual. Then, choose the correct answers. What should customers give the service department?

1. What is NOT required to return and item?
1. A completed from
2. A record of the item’s purchase
3. An identification number for the type of item
4. A description of the item’s onition

2. Electronics Nation offers
1. Free repairs on all purchases
2. To replace unsatisfactory purchases
3. A refund within two years of a purchase
4. Returns without a receipt or a copy of the warranty

3. Employees must note the _____ of returns
1. Repair cost
2. Time of purchase
3. Color and style
4. Make and model number

Speaking

Act out the roles

USE LANGUAGE SUCH AS:

I’d like to return this stereo

I’ll need to see the…

Pick something out in the showroom

Student A: You are a customer service representative. Student B wants to return a product. Talk to Student B about:

• Receipt
• Reason for return
• Refunds and replacements

Make up a model number for the product

Student B: You are returning a product. Answer Student A’s questions.