Complaining and Negotiating - ESL EFL Activities

VOCABULARY

Match each word with a definition

      a) A CREDIT BOUCHER

b) A REFUND

c) TO EXCHANGE

d) A RECEIP

e) AN EXTENDED WARRANTY

f) FAULTY

g) TO HAGGLE

h) A BARGAIN

1.-A piece of paper you receive that proves what you bought, when, and how much you paid.

2. A piece of paper from a shop that allows you to buy goods up to the value shown

3.-Something on sale at a much lower price than normal

4.-(v) to change something you bought for something else of similar value

5.-(v) to negotiate the price of something before buying it

6.-(n) money you receive when you return something

7.-(n) a guarantee that last longer than the normal period

8.-(adj) describing an item which is not working correctly

Reading the following dialogue

Assistant: Next, please.

Mary: Hello, I’m afraid that there is a problem with this blouse. I bought it last week.

Assistant: Right

Mary: I washed it once and it’s shrunk

Assistant: I see. Did you follow the washing instructions?

Mary: Yes, I followed the instructions on the label.

Assistant: It’s very unusual. This is the first problem we’ve had with a Ray Nichols blouse.

Mary: Well, I’d like my money back, please. Here is the receipt

Assistant: we certainly can’t give you your money back, I’m afraid.

Mary: what?

Assistant: we’ve never had any problems with this blouse shrinking in the past, and it’s very popular.

Mary: well, what can you do about it?

Assistant: Nothing, I’m sorry. I think it must be a fault of your washing machine. We can’t accept responsibility.

Mary: Well, I’m sorry but that’s not good enough. I want to make a complain.

Notice expressions you can use to complain.

Speak up

Use the information below to complain to a shop assistant.

• You bought this notebook computer yesterday, but the display doesn’t work.

Hello, I bought this notebook computer yesterday, but I’m afraid that the display doesn’t work.

•  The radio you bought last week has stopped working

•  A friend gave you a vase for your birthday, but it is cracked.

•  The shoes you bought two months ago are already falling apart.

•  You new tennis racquet broke the first time you use it.

Negotiating

TO ACCEPT A PRICE

That’s ok with me

Ok, that’s fine

It’s ideal

TO REJECT A PRICE

No, I can’t pay that.

Sorry, it’s too much

It’s not worth that.

 Try to sell it: game

Starhollder: decide what item you have to sell and try to sell them

Costumer: Find out what are they selling and haggle

Extra practice: Choose an electronic item (a tv, a phone) and make a list of its features. Then imagine a friend asks you about its features.

SPEAKING TOPIC: Body

·         How many parts of your body can you name?

·         What are some important things about your body?

·         How do you take care of your body?

·         Do you think your body is beautiful? Why?

·         What can you do to help your body be healthier?

·         What do we wear on our body?

·         What can we do with our hands?

·         Ears?

·         Eyes?

·         Nose

·         Mouth?

·         Legs