Resource 8B

1 Below are extracts from two conversations. Decide whether each sentence is from Conversation 1 or 2.
Conversation 1 A customer and a shop assistant talking in a shop.
Conversation 2 An online customer who is now calling a customer services representative.

I was charged for things I didn’t buy. take it. 1

2 It’s a bargain. I’ll

I’d like a refund please.

Could you wrap it up for me?

In ca I typed in my credit card details. er.

sh, p
lease It’s on special off
.

It arrived in lots
It was supposed to be a secure of packaging.
website.

How would When I

you like to p tri ed it, it
ay? was fau
lty.

t.
ed on my statemen
The charge appear
receipt.
Here’s your

2 In pairs, roleplay the conversations. Use some of the phrases above.

Student A
1 You are a customer. You see something at a reasonable price.
You’d like to buy it for a friend as a birthday present. Ask the
shop assistant to wrap it for you.
2 You are a customer services representative. Sometimes goods
are faulty because they’ve been damaged in the post. There
shouldn’t be any problems with credit card fraud because
your website is secure.

Student B
1 You are a shop assistant. You have a number of special
offers at the moment. If customers would like something
wrapped, they need to go to a different counter.
2 You bought something online. When it arrived it was
faulty. You’ve been charged for more than you bought.

75 © Pearson Education Ltd. 2011  PHOTOCOPIABLE

M04_REAL_TRB_UINGLB_7457_U04.indd 75 13/4/11 16:42:46