Making Returns - Listening Practice

1. Why does the customer want to return the item?

It's the wrong size.

The fabric has holes in it.

It's stained.

It's the wrong colour.

The customer wants to return the item because it is the wrong size.

Explanation

The customer wants to return the item because it is the wrong size.

2. The store clerk was speaking...

Politely.

In a friendly way.

Impolitely.

In an angry way.

The correct answer is "politely" because the store clerk was speaking in a respectful and courteous manner. This can be inferred from the given options where "politely" is the most appropriate choice, as it aligns with the positive and respectful tone described in the question.

Explanation

The correct answer is "politely" because the store clerk was speaking in a respectful and courteous manner. This can be inferred from the given options where "politely" is the most appropriate choice, as it aligns with the positive and respectful tone described in the question.

3. What does the store clerk NOT offer to do for the customer?

Return the money.

Exchange the item.

Give store credit.

The store clerk does not offer to return the money to the customer. This means that if the customer wants a refund, they will not be able to get their money back from the store. However, the clerk does offer to exchange the item or give store credit, which means the customer can either get a different item or use the credit towards a future purchase.

Explanation

The store clerk does not offer to return the money to the customer. This means that if the customer wants a refund, they will not be able to get their money back from the store. However, the clerk does offer to exchange the item or give store credit, which means the customer can either get a different item or use the credit towards a future purchase.

4. Why did the customer get angry?

Because she couldn't get the money back.

Because the store sold her something in bad condition.

Because the store clerk doesn't listen.

Because she lost her receipt.

The customer got angry because she couldn't get the money back. This suggests that she had a problem with a purchase and expected to receive a refund, but the store refused to give her the money back. This likely caused frustration and dissatisfaction, leading to her anger.

Explanation

The customer got angry because she couldn't get the money back. This suggests that she had a problem with a purchase and expected to receive a refund, but the store refused to give her the money back. This likely caused frustration and dissatisfaction, leading to her anger.

5. What is the customer trying to return to the store?

A dress shirt

A sweater

A sweatshirt

A shirt

The customer is trying to return a sweater to the store.

Explanation

The customer is trying to return a sweater to the store.

6. Choose the right words to finish the sentences.

This radio doesn't work, I'm going to return it for a

I think you are ________ to try clothes on before you buy them.

After I took my shirt out of the dryer, I noticed it ________ because of the heat.

Paying $100 for a T-shirt is a _________! You can buy the same T-shirt somewhere else for only $10.

Be sure to read the __________ on any ads or products so you understand what you are buying.

Be careful not the break the ___________. If you break it, you have to buy it.

Submit

7. Why can't the clerk help the customer?

The customer has a receipt.

The customer didn't follow the instructions for washing the item.

The item was on final sale

B and C

The clerk cannot help the customer because the customer has a receipt, indicating that they have already made a purchase and do not need any further assistance. Additionally, the customer did not follow the instructions for washing the item, suggesting that any issues or concerns with the item are due to their own negligence. Furthermore, the item was on final sale, meaning that it cannot be returned or exchanged. Therefore, the clerk is unable to provide any assistance in this situation.

Explanation

The clerk cannot help the customer because the customer has a receipt, indicating that they have already made a purchase and do not need any further assistance. Additionally, the customer did not follow the instructions for washing the item, suggesting that any issues or concerns with the item are due to their own negligence. Furthermore, the item was on final sale, meaning that it cannot be returned or exchanged. Therefore, the clerk is unable to provide any assistance in this situation.

8. Match the vocabulary used in the second listening. Most words you have seen before, so it should be a review. Try not to use a dictionary or translator.

refund

shrink

clearance

merchandise

allow

fine print

ad

rip off

Submit

9. How does the conversation end?

The store clerk gives the customer a refund.

The customer exchanges the item.

The customer leaves the store without the item.

The customer gets store credit.

The conversation ends with the customer leaving the store without the item. This implies that the customer did not receive a refund, exchange, or store credit.

Explanation

The conversation ends with the customer leaving the store without the item. This implies that the customer did not receive a refund, exchange, or store credit.

10.

Clerk: Can I help you?

Customer: Yes, I'd like to return this _____.

Clerk: Sure, may I ask why you're returning it?

Customer: I bought it for my son, but it's _____.

Clerk: Do you have your _____?

Customer: Yes, here it is.

Clerk: I'm sorry, this jacket was on sale. There are no _____ on sale items.

Customer: Oh, can I _____ it then?

Clerk: Yes, you can exchange it for something else or we can give you _____.

Customer: Do you have the jacket in a _____ size?

Clerk: Let me check…I'm afraid we're all _____.

Customer: Hmm okay, I'll take store credit then. How long is it good for?

Clerk: It's good for _____.

Customer: Thank you, I'll come back later to see if I can find something else for my son.

The conversation is about a customer who wants to return a jacket because it is too small for their son. The clerk asks for the receipt, but informs the customer that the jacket was on sale and cannot be refunded. The customer asks if they can exchange it instead, and the clerk offers the option of exchanging it for something else or receiving store credit. The customer asks if they have the jacket in a larger size, but the clerk informs them that it is sold out. The customer decides to take store credit and asks how long it is valid for, to which the clerk responds that it is valid for a year.

Explanation

The conversation is about a customer who wants to return a jacket because it is too small for their son. The clerk asks for the receipt, but informs the customer that the jacket was on sale and cannot be refunded. The customer asks if they can exchange it instead, and the clerk offers the option of exchanging it for something else or receiving store credit. The customer asks if they have the jacket in a larger size, but the clerk informs them that it is sold out. The customer decides to take store credit and asks how long it is valid for, to which the clerk responds that it is valid for a year.

Submit