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Customer: Oh, ... yes ... I'm sorry. I must have changed its position accidentally.

Salesman: It's all right, sir.

Ex. 4. Improvise snort conversations for the following situations.

1.You bought a necklace from a jeweler's but the catch broke the first time it was worn. Take it back to the shop.

2.You've just bought a radio-cassette recorder and found that the start button and the volume control don't work. You go back to the shop and ask the shopkeeper to exchange it for another one. The shopkeeper is sure that you haven't used the recorder properly and rejects the complaint.

Ex. 5. There are certain rules for customers buying different goods. Read and say whether you usually use these rules correctly.

1.Examine the goods you buy at once. The goods must not be broken or damaged and must work properly.

2.Keep any receipts you are given. If you have to return something, the receipt will help to prove where and when you bought it.

3.Don't be afraid to complain. You are not asking a favour to have faulty goods put right. The law is on your side.

4.Be persistent (not aggressive). If your complaint is justified, it is somebody's responsibility to put things right.

Ex. 6. Write a true or imaginary story how you were once pressed into buying something you didn't like.

Ex. 7. Take the roles of the customer and the shop assistant and make the complaints.

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