Unit-4-I’ll-have-to-have-my-watch-replaced

Discussandlist.ClicktoaddTitle1Whenthereissomethingwrongwiththegoods.egClicktoaddTitle21Whenthereissomequalityproblem.ClicktoaddTitle12Whenpeoplegetsthewrongcommodity.ClicktoaddTitle23Whenpeoplearenotsatisfiedwiththeservice.Discussandlist.ClicktoaddTitle1Whenthereissomethingwrongwiththegoods.egClicktoaddTitle24Whentheclerkisnotpolite.ClicktoaddTitle15whenthegoodsisdelayed.ClicktoaddTitle26Whenthesuitcaseisdamagedtravelingbyair.Lookandmatch.Thisshirtisofthewrongsize.Thereissomethingwrongwiththealarmofmywatch.Theseleafletsareincorrectlyproduced.Thecamerasarebadlydamaged.Listenandanswer.1.Whydoesthecustomerwanttoreturntheshirt?2.Whatdoesthecustomersaytocomplain?Becausetheshirtisofthewrongsize.I’dliketohavethisshirtreplaced.Listenandcomplete.Timwenttotheshoptohavehiswatchreplaced.Listenandtick.NameoftheCustomerTimItem□watch□alarmProblem□somethingwrongwiththealarm□somethingwrongwiththebeltofthewatch□other:______________TimeofPurchase□thisweek□lastweek□other:_________Solution□replace□refund□other:_________CustomerSignature______________TimTim:Mom:Tim:I’vegottogonow.I’llhavetogototheshopbeforework.What’sthematter?I’llhavetohavemywatchreplacedbecausethereissomethingwrongwiththealarm.Timisleavinghome.Timistalkingtothestaff.Staff:Tim:Staff:Tim:Goodmorning!HowcanIhelpyou,sir?Iboughtthiswatchinyourshopbutitdoesn’tworkverywell.Whatistheproblem?Thealarmdoesn’tworkandwhenItookoffthewatchyesterday,Ifounditleftagreenmarkonmywrist.Listenandunderline.Didyouwearthewatchintheshower,sir?No.Itookitoffbeforetakingtheshower.Whendidyoubuythiswatch?Iboughtitoneweekagoandit’sstillunderguarantee.I’mverydisappointedatitsquality.I’msosorryfortheinconveniencewehavecausedyou.Wouldyoulikearefund?No,I’dratherhavethewatchreplacedplease.Noproblem,sir.WouldyoupleaseshowmeyourreceiptsothatIcantakedownsomedetails?We’llgetthiswatchexchangedforyouinnotime.Thankyou.Listenandunderline.Staff:Tim:Staff:Tim:Staff:Tim:Staff:Tim:Lookandtalk.A:I’llhavetohavethis_______________________________.B:Whatistheproblem?A:What’snext?_____________________________________.B:_________________________________________________.Actandpractice.Youareacustomer.TheCDplayeryouboughtlastweekdoesn’tworkverywell.Theradiodidn’tworkandtheCDstoppedworkingtoo.Youwouldlikearefund.Youarethestaffoftheshop.Makesureyouunderstandtheproblem,checkthereceiptandagreetogivethecustomerarefund.It’snotwhatyoupromised.Howdoyouexpectustosolvetheproblem?Canyouprovide…?Contactusagainifyouhaveanyotherproblems.这与你们承诺的不一致。您希望如何解决呢？您能提供⋯吗？如再有问题请与我们联系。Discussandanswer.Whatwouldyoudointhefollowingsituations?Yourgoodsareincorrectlyproduced.Theassemblylinebreaksdown.Thecustomercomplainstoyou.DearMrSmith,IfeltverysorrytoreadyourletterofAugust17abouttheincorrectlyproducedleaflets.Sincewehavebeenpartnersforsolong,Ihavealreadyworkedoutasolutiontothisproblem.ThomasR.SmithDriversCo.3489GreenAve.Olympia,WA98502Readandchoose.Firstofall,Iexpressmyapologyforthedelayedproduction.Theassemblylineofourcompanybrokedownsothatwecouldn’tfinishitontime.Aswehavesignedthecontract,wewillpayforyourloss.Secondly,asfortheincorrectlyproducedleaflets,Ithinktheremusthavebeenacommunicationproblembetweenus.Wethoughtthatyouexpectedblackandwhiteleaflets.We’resorryforthemistakeandwe’lltakealltheincorrectleafletsbackandproducefullcolorcopiesforyouimmediately.What’smore,wewillreducethepriceby10%.Readandchoose.Youcandecideonwhenandwheretotakethephotosagain.Ourphotographerwillarrangeforyoutomeet,whereveryouwantto.Sorryagainforallthetrouble.Hopetherewillbenomoremisunderstandings.Thankyouforyourpatience.Sincerely,RichardBrownPresidentReadandchoose.Readandchoose.Whatistheletterfor?Makingacomplaint.Discussingaprojectwithabusinesspartner.Expressinggratitude.Dealingwithcustomer’scomplaint.Readandcomplete.ProblemReasonSolutiondelayofproductionincorrectlyproducedleafletsTheassemblylineofthecompanybrokendown.Therewasacommunicationproblem.TheythoughtMrSmithwantedblackandWhiteleaflets.PayforMrSmith’sloss.Taketheincorrectleafletsbackandproducethefullcolorleafletsimmediately.ReducethepriceforMrSmithby10%.Readanddiscuss.1)Wewereverydisappointedtoseetheleafletsyouproducedforourcompany.2)WeexpectedtogettheleafletsonAugust10,butyousentthemtousonAugust16.3)Thecoloroftheleafletsisnotasbeautifulasweagreedinthecontract.4)Weexpectedfullcolorleaflets,butinstead,wefoundblackandwhitephotosintheleaflets.5)Thedelayof6dayshascausedusabigloss.()()()()()Readandanswer.DearSir,WearewritingtoinformyouthatthecamerasweorderedonJuly13arrivedinunsatisfactorycondition.Afterexamination,wefoundthat5cameraswerebadlydamaged,obviouslybecauseofthepoorpacking.Therefore,wecannotsellthematthenormalpriceandsuggestthatyougiveusa10%discount.Ifyoucannotaccept,I’mafraidweshallhavetoreturnthemforreplacement.Hopeyouunderstandthatweexpectcompensationforourdamagedgoods.Yours,CarlThomas2)Ifyouwerethemanager,wouldyouagreetogiveadiscounttothecustomers?Whyorwhynot?_______________________________________________________________3)Ifyouwerethemanager,whatwouldyoudotoavoidsuchinconveniencetocustomersinthefu