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AylaraTalks

Ролевая игра

Ролевая игра на английском: возврат товара

Сломанная молния, нет чека, а нужного цвета в наличии нет.

Возраст
от 13 лет
Уровень
A2–B1
Навык
Говорение
Формат
Методичка
Ещё в библиотеке

Ситуация

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

Таймер на 5 минут

Карточка A

Customer

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

Цели

  • 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.

Знаете только вы

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

Карточка B

Shop assistant

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

Цели

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

Знаете только вы

  • 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.

Образец диалога

Один удачный вариант. Читайте его после того, как пары попробуют сами, а не до.

Показать образец диалога
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.

Усложнение для сильных учеников

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.

Ролевые карточки для печати

Карточки A и B на одной странице с линией отреза и полезные фразы.