Secundaria. Segundo grado.

Quest 2 Activity book

University of Dayton Publishing

Unit 8. Solving the Problem

Respuestas del libro

Before you start...

a) Where are the people in the pictures?

Respuesta:

In a restaurant, in a coffee shop and at a clothes store

A) Work in pairs...

What products can you see in the pictures?

Respuesta:

tennis shoes , socks , jeans , heels

What kind of problems can you have when you buy any of these products

Respuesta:

A) That its not your size

B) It´s in bad conditions

A) Work in pairs. Read the sentences froms the listening and discuss the questions

Are the phrases polite or rude? How do you know?

Respuesta:

The phrases are polite because it use words like please , would you like etc.

Which phrases were said by the customer and which by the people who work in the store?

Respuesta:

people who work at the store

-How can I help you?

-Can I see your receipt, please

-Would you like me to show you another pair

-I would like to give you a voucher for your next purchase


costumer

-I was wondering if someone could help me with something I bought

-Could I talk to the manager

B) Work in pairs, identify the problems with the products in the pictures.

PICTURE 1

Respuesta:

The screen of the cellphone is broken.

PICTURE 2

Respuesta:

The shirt is unpick

PICTURE 3

Respuesta:

The jacket has the zipper does not work well

PICTURE 4

Respuesta:

The tire of the bicycle is flat

D) Complete the mind map below with the ideas you discussed.

Respuesta:

Request:

Can you fix the screen please


Solution:

Of course, i will change the screen of your cellphone

A) Work in groups. Look at the picutres and answer the questions.

1) What can you see in the pictures?

Respuesta:

A broken cup, an angry girl, clothes 100% organic, someone qualifying a restaurant, a boy with a mask

2) If you or your parents need to complain about a product or service, how you do it?

Respuesta:

It depends of the product and the problem of the product, but i most likely would tell the company that its a mistake with it and i want a change,

C) Work in groups and discuss the questions.

1) Wich of the five key elements for dealig with coomplaints is the most important?

Respuesta:

Listen the client without becoming emotional, the client has his own reason to be there and they deserve to be hearing with respect

2) Why is it important for sales staff to deal with complaints?

Respuesta:

Because if they offer a great service the customer will buy again

3) Which type of complainer do you think is the most difficult to deal with? why?

Respuesta:

The one that expect others to respect him but he does not respect other, that type is very difficult because the staff does not know how to talk with them

4) Who do you know from your friends and family that is one of the five types of complainers?

Respuesta:

Aquí pon de que tipo de quejas piensas que su familia se identifica

D) Wiith your group, look at the picture and answer the questions.

1) What are the customers complaining about?

Respuesta:

About the coffee and the food

2) If you were the customers, how would you react?

Respuesta:

I probably react angry but respectfull

3) If you were the service people in the pictures, how would you react?

Respuesta:

i should react relax and try to solve the problem

A) Work in pairs and discuss the questions.

1) What are the differents ways for customers to complain about the products?

Respuesta:

Via telephone, email, or personal

2) Wich one do you think is more effective? why?

Respuesta:

Personal, because this way force company to solve the problem faster

C) With your partner, discuss the questions about the emails

Is the langauge formal or informal?

Respuesta:

Formal

2) Instead of writing an email, how could the customer have complained?

Respuesta:

Making a phone call

3) How would the langauge be different if that type of communication was used?

Respuesta:

It will be less formal

D) Read the company response email again and answer the questions.

1) What did the company do at the beginning of the email?

Respuesta:

They apologize for the error they commit.

2) Why do you think the explained what happened with the original order?

Respuesta:

To make the customer understand that it was a mistake that can be solved.

3) How did they solve the customer problem?

Respuesta:

They personally delivered the correct order and take the incorrect

E) Complete the role cards

Miss Wright....

Respuesta:

Problem: The color of the shirt are not the correct

Requests: Deliver the correct color before we open or we would not work with your company anymore

Mr Davis...

Respuesta:

Offers 1: I will personally deliver your product tomorrow at morning

A) Work in pairs. Match the names of the products with the pictures

PICTURES

Respuesta:

3

5

1

4

2

A) Work in pairs. Read the sentences from the complaint and discuss which you think is the most aggressive and which is the most effective

Most agressive

Respuesta:

If you dont help me, i´ll sue the company

Most effective

Respuesta:

I will complain to the mamnager if the salesman doesnt do anything

A) Work with a partner. Look at the conversation between de customer and a salesperson

1) Discuss how well the customer is complaining

Respuesta:

She is complaining completely wronk, she is being so rude.

B) Use the checklist below to evaluate the conversation

Customer explained the problem clearly

Respuesta:

No

Customer listened to the salesperson

Respuesta:

Yes

Customer made a reasonable threat

Respuesta:

No

Salesperson tried to resolve the problem

Respuesta:

Yes

Salesperson made a reasonable problem

Respuesta:

Yes

Problem was resolved

Respuesta:

No

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