...

UNIT 5. Shopping 5F Making a complaint, page 51

Exercise 1

1 c

2 a

3 e

4 b

5 f
6 d
Exercise 2 LISTENING 23
Assistant
CanIhelpyou,sir?
Customer
Yes, I bought this ham sandwich here this morning. When I opened
it at lunchtime, it smelled funny,
Assistant
Oh, I see. So, you didn't eat it.
Customer
Ofcoursenot.Iwant my money back!
Assistant
Have you got your receipt?
Customer
No, I haven't.
Assistant
Well, I'm afraid we can't give refunds without a receipt.

Customer I'm sorry, that's just not good enough.

Assistant It's the rule. There's nothing I can do about it.

Customer I'd like to speak to the manager, please.

1 I want my money back!
2 I'm sorry, that's just not good enough.
3 I'd like to speak to the manager, please.

Exercise 3 

Item he's
complaining about
ham sandwich

What the problem

is

it smelled funny

When he bought it

this morning

What he wants now

refund

Challenge!

Students' own answers
Exercise 4

a camera: a a coat: b, d, e
an electric guitar: f a laptop: a, f
a mobile phone: a, c, f  

Exercise 5 

Students' own answers
Exercise 6
1 We don't usually give refunds.
2 We can't exchange items without a receipt.
3 I'm afraid that's all I can do.
4 Could I see your receipt, please?
Exercise 7 

Students' own answers
 

 

 

...