Shops, services and problems: learn

In this lesson you will

Identify the problem and its cause in a service conversation
Tell the difference between the solutions offered and the solution chosen
Understand what each speaker will do next
Choose natural replies in shops and at service desks

Before you start

Think about these questions, or answer them aloud.

→Have you ever taken something back to a shop? What was wrong with it, and what did the shop do?
→What is the difference between a refund and an exchange?

The shape of a service conversation

Conversations about problems in shops, hotels and offices usually follow five steps:

The problem: the customer explains what is wrong.
Questions: the staff member asks for details (When did you buy it? Do you have the receipt?).
Solutions: the staff member offers one or more solutions.
The decision: the customer chooses, or they agree on a plan.
Next steps: what each person will do now.

Exam questions usually follow the same order: What is the problem? Why can't something happen? What does the staff member offer? What will happen next?

Problems and solutions
The customer says …	The staff member might offer …
It's stopped working. / It doesn't work.	a repair: “We can send it away to be fixed.”
It's the wrong size / colour.	an exchange: “You can change it for another size.”
I was charged twice.	a refund: “I'll give you your money back.”
It arrived damaged.	a replacement: “We'll send you a new one.”
There's a small mark on it.	a discount: “I can take ten per cent off.”

Offered or chosen?

In exam conversations, the staff member often offers two solutions, or the customer asks for one thing and gets another. The answer is the solution that is accepted, not the first one you hear.

Listen for:

Refusals: I'm afraid we can't …, Unfortunately, that's not possible, but …
Choices: I'd rather …, I'd prefer …, I'll go with …
Agreement: That would be great., OK, that works., That sounds fair.

Find the final solution

“Can I return these shoes?” “I'm afraid we can't take back shoes that have been worn, but we can send them to be repaired.” “OK.” → a repair, not a return
“We can repair it, or I can swap it for a new one.” “I'd rather have a new one.” → a new one
“Is white OK?” “Actually, I'd prefer black. I'll come back on Friday.” → black, on Friday

Audio

Model conversation: faulty headphones

In the exam you usually hear it once.

Try the questions first.

How a strong listener does it

A strong listener follows the five steps:

Problem: the left side of the headphones has stopped working.
Questions: the assistant asks for the receipt.
Solutions: a repair (two weeks) or a new pair today.
Decision: “I'd rather have a new pair.” But there is a second problem: no black ones. White is offered, but the customer says “Actually, I'd prefer black.”
Next steps: the customer will come back on Friday, and the assistant will keep a pair for them.

A question like “What will the customer do on Friday?” has a clear answer: collect a new black pair. “Get a refund” is never offered, and “take a white pair” is refused.

Audio

Practice audio 2: five short conversations

In the exam you usually hear it once.

Try the questions first.

Matching

What solution do they agree on?

Listen to five short conversations. Match each conversation with the solution the customer gets. There are two extra solutions you do not need.

Aa lower price
Ba gift voucher
Ca repair in the shop
Dan exchange for a different size
Efree delivery
Fa new item sent by post
Gmoney back for an extra payment

1.Conversation 1
2.Conversation 2
3.Conversation 3
4.Conversation 4
5.Conversation 5

Audio

Practice audio 3: a computer repair shop

In the exam you usually hear it once.

Try the questions first.

Gap fill

Form completion: repair request

Listen and complete the repair form. Write ONE WORD AND/OR A NUMBER for each answer.

FixIt Computer Repairs: repair request Problem: laptop won't Age of laptop: about years Possible cause: the cable or the Cost of test: £ Customer name: Hannah Phone: Ready by: afternoon

Save words to review them later with flashcards.

refund
money that a shop gives back to you
“They couldn't give me a refund because it was in the sale.”
exchange
to give something back to a shop and get a different one
“Can I exchange this shirt for a bigger size?”
replacement
a new thing that you get instead of a broken or lost one
“They sent me a replacement for the broken vase.”
discount
an amount taken off the normal price
“I got a twenty per cent discount because of the scratch.”
charge
to ask someone to pay an amount of money
“I was charged twice for the same meal.”
out of order
not working (used for machines in public places)
“The lift is out of order today.”
sold out
with none left to buy because all have been sold
“The new edition is sold out until Thursday.”
maintenance
the work of checking and repairing buildings and machines
“Call maintenance if the heating stops working.”
free of charge
without any cost
“We'll send you a new one free of charge.”
swap
to give one thing and get another thing instead
“Bring the book back and we'll swap it for the right one.”

Key points

Service conversations follow five steps: problem, questions, solutions, decision, next steps.
The answer is the solution that is accepted, not the first one you hear.
Refusals (I'm afraid we can't …) and choices (I'd rather …, I'd prefer …) show you which solution is final.
Questions about what happens next are usually answered in the last few lines, often with I'll ….

Check your answers in the practice exercises to record a score.

Up next · Listening B1 Foundation

TOEIC Part 1: photographs

Go to lesson

Warm-up

In this lesson you will

Before you start

The shape of a service conversation

Offered or chosen?

How a strong listener does it

TOEIC-style questions

What solution do they agree on?

Form completion: repair request

TOEFL-style questions

Choose the best reply

Key points

Warm-up

In this lesson you will

Before you start

The shape of a service conversation

Offered or chosen?

How a strong listener does it

TOEIC-style questions

What solution do they agree on?

Form completion: repair request

TOEFL-style questions

Choose the best reply

Key points