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AylaraTalks

Role play

Role play en inglés: devolver un producto

Una cremallera rota, sin recibo y sin el color que quieres.

Edad
A partir de 13 años
Nivel
A2–B1
Habilidad
Expresión oral
Formato
Guía docente
Más en la biblioteca

La situación

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

Temporizador de 5 minutos

Tarjeta de rol A

Customer

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

Tus objetivos

  • 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.

Solo lo sabes tú

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

Tarjeta de rol B

Shop assistant

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

Tus objetivos

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

Solo lo sabes tú

  • 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.

Diálogo modelo

Una buena versión. Léela después de que las parejas lo intenten, no antes.

Mostrar el diálogo modelo
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.

Reto extra para los más avanzados

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.

Tarjetas de rol para imprimir

Tarjeta A y tarjeta B en una página, con línea de corte, más las frases.