💬 Conversations

1
Returning a Product
Returning a Product
Customer Excuse me. I bought this jacket here last week and I'd like to return it, please.
Staff Of course. Is there a problem with it?
Customer Yes, the zip is broken. It was like that when I opened the package.
Staff I'm sorry about that. Do you have your receipt?
Customer Yes, here it is. And I still have the original packaging.
Staff Thank you. Would you like a refund or would you prefer to exchange it for another jacket?
Customer I'd like to exchange it, please. Do you have the same one in a size medium?
Staff Let me check. Yes, we have it in medium. I'll get it for you right away.
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2
At the Post Office
At the Post Office
Customer Good morning. I'd like to send this parcel to Australia, please.
Clerk Good morning. Let me weigh it first. It's one point two kilograms.
Customer How long will it take to arrive?
Clerk Standard delivery takes ten to fourteen working days. Express delivery takes three to five days.
Customer How much is the express delivery?
Clerk Express to Australia is twenty-eight pounds. Standard is twelve pounds.
Customer I'll go with express, please. It's a birthday present and the birthday is next week.
Clerk Good choice. Could you fill in this customs declaration form? You need to describe what's inside.
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3
At the Bank
At the Bank
Customer Good afternoon. I'd like to open a current account, please.
Banker Good afternoon. I can help you with that. Do you have any identification with you?
Customer Yes, I have my passport and a recent utility bill.
Banker Perfect. Those are exactly what we need. Are you employed or self-employed?
Customer I'm employed. I started a new job last month.
Banker Great. We'll need proof of your address and your employer's details. Do you have a payslip?
Customer I have my first payslip from last month. Will that be enough?
Banker Yes, that's fine. The account will be set up within three to five working days.
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4
Complaining About a Service
Complaining About a Service
Customer Good morning. I'd like to speak to a manager, please. I have a complaint.
Manager Good morning. I'm the manager. How can I help you?
Customer I ordered a meal for delivery last night and it arrived an hour late and completely cold.
Manager I'm very sorry to hear that. That's certainly not the standard of service we aim to provide.
Customer I paid twenty pounds for the meal plus a delivery fee. I'd like a refund.
Manager I completely understand your frustration. I'll arrange a full refund for you today.
Customer Thank you. I just want to make sure this doesn't happen to other customers.
Manager I appreciate you telling us. I'll look into what went wrong and make sure it's fixed.
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5
Asking About Prices and Discounts
Asking About Prices and Discounts
Customer Excuse me. How much is this coffee machine?
Staff That one is currently on sale. It was one hundred and twenty pounds, but it's now eighty-five.
Customer That's a good discount. Is there a warranty with it?
Staff Yes, it comes with a two-year manufacturer's warranty. We also offer an extended warranty for an extra fifteen pounds.
Customer What does the extended warranty cover?
Staff It covers any mechanical faults for an additional two years. So four years total.
Customer That sounds worth it. Do you offer any student discounts?
Staff Yes, we offer ten percent off for students with a valid student ID. Do you have one?
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6
Online Shopping
Online Shopping
Customer Hello. I'm calling about an order I placed online three days ago. I haven't received it yet.
Support I'm sorry to hear that. Could I have your order number, please?
Customer Yes, it's order number seven seven four two one.
Support Thank you. Let me check the status. I can see your order was dispatched two days ago.
Customer The website said it would arrive within two working days. Today is the second day.
Support You're right. I can see there's been a delay at the delivery depot. I apologise for the inconvenience.
Customer When can I expect it to arrive?
Support It should arrive tomorrow before six in the evening. I'll send you an email with the tracking link.
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📝 Unit Quiz

Test your understanding of the conversations in this unit. Answer all 12 questions, then click Check Answers.

Part A: Fill in the Blank (4 questions)

Q1. The customer wants to return the jacket because the _______ is broken.

Q2. Express delivery to Australia costs twenty-_______ pounds.

Q3. The customer brings a passport and a utility _______ to open a bank account.

Q4. The coffee machine now costs eighty-_______ pounds in the sale.

Part B: Multiple Choice (4 questions)

Q1. What does the customer want instead of a refund for the jacket?

Store credit
A different jacket
An exchange for the same jacket in medium
Their money back

Q2. Why does the customer choose express delivery for the parcel?

It is cheaper
The birthday is next week
Standard delivery is not available
It is more reliable

Q3. What does the manager offer the customer who received a cold meal?

A replacement meal
A discount on the next order
A full refund
A gift voucher

Q4. What student discount is offered in the shop?

Five percent off
Ten percent off
Fifteen percent off
Twenty percent off
Part C: Match the Response (4 questions)
Q1. Would you like a refund or an exchange?
Q2. Could you fill in this customs form?
Q3. I'd like to speak to a manager.
Q4. When will my order arrive?