Title: 1 Returns And Exchanges Vocabulary H5P

Returns and Exchanges: Vocabulary

[Image: returning a product]

Start

Watch the video and select the correct sentences.

- The customer would like to return a dress. (correct)
- The customer would like to buy a dress.

- The dress doesn't fit her. (correct)
- She doesn't like the colour.

- The customer bought this dress with her credit card. (correct)
- The customer didn't buy the dress. It was a gift.

Transcript

Sales clerk: Hello, how may I help you?

Customer: I would like to return this dress. I bought it two weeks ago.

Sales clerk: Why are you returning it?

Customer: Oh, it doesn’t fit me.

Sales clerk: I see. Do you have your receipt?

Customer: Yes, I do.

Sales clerk: OK, I see you paid by credit. Can I have your credit card, please?

Customer: Sure.

Sales clerk: I need your signature on the receipt, please.

Customer: Sure.

Type the correct word next to each meaning. Use the words from the list.

Q: [...]: bringing a product back to the store

[...]: returning one product and getting a different one

[...]: money you get back when you return a product

[...]: the amount of money you can spend in the store

[...]: the proof of payment with the money amount on it

[...]: a receipt without the money amount on it
A: a return; an exchange; a refund; a store credit; a receipt; a gift receipt

a receipt

a store credit

a return

an exchange

a refund

a gift receipt

[Image: returning a product]

Listen to the conversations. For each conversation, select the phrases you hear.

Conversation 1

Conversation 2

- get a refund (correct)
- make an exchange
- have a gift receipt (correct)
- make a return

[Image: shopping]

- make a return (correct)
- have a receipt (correct)
- get a refund
- make an exchange

Transcript

Conversation 1

Sales Clerk: How may I help you today?

Customer: I’d like to get a refund for this sweater. It was a gift, but I don't like it.

Sales Clerk: Do you have a receipt?

Customer: Yes, I do. I have a gift receipt. Here it is.

Conversation 2

Sales Clerk: How can I help you?

Customer: I’d like to make a return. I bought this toaster yesterday, but it doesn’t work.

Sales Clerk: Do you have a receipt?

Customer: Yes, I do. Here it is.

Listen to the conversation. Move the words to complete the sentences.

Q: What [...] for you?
I [...] this pair of jeans for a bigger size.
Hmm. These jeans [...]. Would you like to [...] instead?
Oh, no. I'd like to [...].
Sure. [...].
A: can I do; need to exchange; are sold out; have a store credit; get a refund; No problem

A:

B:

[Image: returning an item]

A:

B:

A:

When we return an item, a store clerk can ask what is wrong with it. Below are words that describe various problems. Move the words to complete the sentences.

Q: 1. This jacket is [...]. I need a bigger size.
2. These shoes [...] my dress. I need a different style.
3. The zipper is [...]. It doesn't close.
4. This cup is [...]. It is missing a small piece.
5. This laptop is damaged. The screen is [...].
6. This photo album is damaged. The pages are [...].
A: too small; don’t go with; broken; chipped; scratched; torn

[Image: man returning an item]

Listen to the conversations. For each conversation, answer the three questions.

Conversation 1

Conversation 2

[Image: customer returning an item]

1. The customer is returning ______.

Q: 1. The customer is returning ______.
- a shirt (correct)
- a pair of shorts

Q: 2. The customer _________ the receipt.
- has (correct)
- does not have

Q: 3. The customer would like to ________.
- get a refund (correct)
- make an exchange

1. The customer is returning ______.

Q: 1. The customer is returning ______.
- a can opener (correct)
- a can of tuna

Q: 2. Why is the customer returning it?
- It's defective. It doesn't work. (correct)
- It's defective. It's missing one part.

Q: 3. The customer would like to _____.
- make an exchange (correct)
- get a refund

Transcript

Conversation 1

A: Can I help you?

B: Yes, I'd like to bring back this can opener. It's defective. When I turned it on, it didn't work.

A: Do you have your receipt?

B: Yes. Here.

A: Would you like to get your money back, or would you like to exchange it for one that works?

B: I want to exchange it.

A: Great. Just get another one and come back here, and I'll do the exchange for you.

Source: This audio was recorded based on the text from LINC 3 Classroom Activities, Algonquin College, 2009 (p. 89).

Conversation 2

A: How can I help you?

B: I want to return this shirt.

A: Okay. Do you have your receipt?

B: Yes.

A: Thanks. Do you want a refund or an exchange?

B: I'll take the refund. I already bought another shirt at another store.

A: Okay. Can you just sign here, please, and I'll give you your money back.

Source: This audio was recorded based on the text from LINC 3 Classroom Activities, Algonquin College, 2009 (p. 90).

Listen to the questions and answers about returns. Practise saying them.

Sales clerk's questions

Customer's answers

[Image: customer returning]

- Why are you returning it?
- Is anything wrong with it?
- Is there a problem with it?
- What is the problem?

- It's broken.
- It doesn't work.
- It was a gift, but I don't like it.
- It doesn't fit me.
- I changed my mind.

Listen to Tina talk about her experience with a faulty product. Type the words you hear.

Q: Last week, I bought [...]. They were packed in [...]. When I got home, I opened the box and found that one of the plates [...].
A: some dishes; a big box; was broken

[Image: online shoppping]

Source: LINC 3 Classroom Activities, Algonquin College, 2009 (p. 86).

Listen to Mario talk about his experience with a faulty product. Type the words you hear.

Q: I got this coffee machine [...]. When I made coffee in it, it [...]. The machine is [...].
A: as a gift; overflowed; defective

[Image: coffee maker]

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