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لعب الأدوار

لعب أدوار بالإنجليزية: إرجاع غرض إلى المتجر

سحّاب معطوب وبلا إيصال، واللون المطلوب غير متوفر.

العمر
من 13 سنة فأكثر
المستوى
A2–B1
المهارة
المحادثة
الصيغة
دليل المعلم
المزيد في المكتبة

الموقف

The customer service desk of a clothes shop on a Saturday afternoon.

مؤقّت 5 دقائق

بطاقة الدور A

Customer

You bought a black jacket from this shop's website last week and you're taking it back to the shop.

أهدافك

  • Explain what's wrong with the jacket.
  • Try to exchange it for the same jacket in black.
  • If you can't, get your money back.

لا يعرفه غيرك

  • The zip broke the first time you wore it.
  • You haven't got a paper receipt, only the order confirmation email on your phone.

بطاقة الدور B

Shop assistant

You are working on the customer service desk of a clothes shop.

أهدافك

  • Find out what's wrong with the item.
  • Check the proof of purchase.
  • Offer an exchange or a refund.

لا يعرفه غيرك

  • An order confirmation email counts as proof of purchase, just like a receipt.
  • You've only got this jacket in navy at the moment. Refunds go back onto the original card in three to five working days.

حوار نموذجي

صيغة واحدة جيدة. اقرأها بعد أن يجرّب الطلاب، لا قبل ذلك.

أظهر الحوار النموذجي
A
Hi, I'd like to return this jacket, please.
B
Of course. Is there a problem with it?
A
Yes, the zip broke the first time I wore it.
B
Oh, I'm sorry about that. Have you got the receipt?
A
I'm afraid not — I bought it online. But I've got the order confirmation on my phone.
B
That's fine, that counts as proof of purchase. Would you like an exchange or a refund?
A
Could I swap it for the same one in black?
B
Let me check… Sorry, we've only got it in navy at the moment.
A
Hmm, I'm not keen on navy. I'd rather have a refund, then.
B
No problem. It'll go back onto the card you paid with.
A
How long will that take?
B
Three to five working days. Here's your refund receipt.

مهمة أصعب للطلاب المتقدمين

The jacket was bought 35 days ago and the shop's returns window is 30 days: B has to explain the rule kindly, and A argues that a faulty item is different and asks to speak to the manager.

بطاقات أدوار للطباعة

البطاقتان A وB في صفحة واحدة يفصل بينهما خط للقص، ومعهما العبارات.