zielsicher Englisch, Handel, Schulbuch

Problem solving and helping customers: match these questions and answers. I bought this mixer yesterday, but it doesn’t work. I’d like to exchange it. The seam on my beautiful coat has come undone – I only bought it last week! I am looking for a light switch identical to the one I have here. I’m awfully sorry! I can get our seamstress to fix it for you. It will be as good as new! Unfortunately we don’t stock these any longer. You could try at the shop across the square. Sorry, but that was our last one. I can give you a refund though if you have your receipt. Or you can choose a different one. Look at task 07 again. Think of two items you bought recently. One you were satisfied with and one you weren’t satisfied with. In your notebook write a positive and a negative review. Then swap with a classmate. Write a reply to the negative review! What, in your opinion is the correct reaction to this offensive customer? How would you react? Discuss this with your partner. Difficult or offensive customers: With a partner, choose one of these ideas or use your own. One of you is the shop assistant, one of you the customer. Act out a dialogue. Then swap roles. Shop: Electronics store Shop: Supermarket Product/Situation: 17 inch laptop / sold out at the moment Product/Situation: licorice*/ bought it in March last year Problem: customer doesn’t believe this Problem: can’t return it because it’s over 30 days Shop: Electronics store Product/Situation: store has entered liquidation one week ago, signs are hanging everywhere: “All sales final. No refunds unless faulty.” Problem: customer wants refund for TV screen because it has no USB or memory card reader. Write your own dialogue about a difficult or offensive customer. Choose one of the ideas above or use your own! Read this quote. What does it mean? Produce a poster to show its meaning. The product is secondary to the storytelling. (Quote by Zosia Mamet) 09 A2 10 A2 Word bank 09 seam Naht to come undone aufgehen seamstress Näherin refund Geld zurück light switch Lichtschalter 11 A2 “No, not really. I found everything all left!” “You mean, you’ll do it WOmanually.” “Good morning. Did you find everything all right?” “The scanner can’t read this barcode. I have to enter it manually.” Male customer Female shop assistant 12 A2–B1 * licorice: Lakritze 13 A2–B1 14 B1 78 Unit 14 Interaction Nur zu Prüfzwecken – Eigentum des Verlags öbv