zielsicher Englisch, Handel, Schulbuch

What do you do when you made a mistake and the receipt shows an item the customer did not buy. Choose the correct possible answers! a) Please go away. There are other customers waiting to pay. b) Let me see! Ah, yes, you are right. Let me cancel this and return the money to you. c) Please get that item that you paid for. d) Let me see! Ah, yes, you are right. Let me get my supervisor to sort it out for you! After going through this unit, what does the slogan “the customer is always right” mean? 1. The customer can be abusive to employees. The employee must stay friendly. 2. The employee must try their best to address a customer’s complaint. 3. An employee must do everything to satisfy the customer even if it is impossible. The review is muddled up. Put it into the correct order. Is it a positive or negative review?  Negative 2  When I unwrapped it, I realised there was a huge hole in the sleeve. 4  And apart from the hole and the stain the shipment was too late! 1  I bought this blouse for my sister’s wedding 3  And not only was there a hole, but there was a stain on the back. 5  It arrived the day after the wedding. I will never order anything from you again! What would you say? 1. A customer wants to exchange something. Certainly! Do you have your receipt? Sorry, that was our last one. I can give you a refund. 2. A customer wants to buy something that is out of stock. I am sorry, but we don’t stock this anymore. 3. A customer wants a refund. I am sorry, we don’t do refunds. Certainly! Please give me your receipt. 15 A2 ✗ ✗ 16 A2 ✗ 17 A2 18 A2 What I can now do: ●● I know what to do and say when the receipt is wrong.  ➤ 15 Ich weiß, was ich tun und sagen muss, wenn der Kassabon nicht stimmt. ●● I know what the slogan “the customer is always right” means.  ➤ 16 Ich weiß, was der Slogan „Der Kunde hat immer Recht“ bedeutet. ●● I can write a review.  ➤ 17 Ich kann eine Rezension schreiben. ●● I can deal with difficulties or mistakes at work.  ➤ 18 Ich kann in der Arbeit mit Schwierigkeiten oder Fehlern umgehen. 14 The customer’s always right Check yourself 79 Nur zu Prüfzwecken – Eigentum des Verlags öbv