BACK TO THE SHOP PART 1

An activity for students to practice making complaints in a shop

1. Download the file and make copies for students.

2. Tell students they are going to role-play shop complaints and their classmates try to guess where they are and what product they are complaining about.

3. Divide the class into groups of four and then split each group into two pairs (A and B). Give each pair a corresponding A or B worksheet. Tell the pairs to keep their worksheet secret.

4. Tell students that they bought the products in the worksheet but there is a problem with each item and they have to return each product to the shop and make a complaint. Write the word 'stereo' on the board. Elicit possible problems a stereo could have, e.g. The USB port doesn't work. The speakers are blown, etc. 

5. Model the activity: A: Hello. How can I help you? B: I'd like to make a complaint about a stereo I bought yesterday. A: What seems to be the problem? Etc

6. One pair goes first. They choose an item at random from their worksheet and role-play their first complaint.

7. The customer makes a complaint to the shop assistant about the item they brought yesterday and tries to get an exchange or refund. The customer must do this without saying what the item is or where he/she bought it.

8. Example: I'd like to make a complaint about a product I bought yesterday. The USB port doesn't work. When I connect a flash drive, it doesn't recognize it, etc. The other pair listens to the role-play and looks at the shop pictures. Their task is to decide which shop they are in and what product the complaint is about.

9. When the role-play is over, the other pair gives their answers and the first pair tells them whether they are right or wrong. Pairs score one point for choosing the correct shop and two points if they guess the correct product. Then the pairs swap roles. This process continues until all

10. the role-plays have been completed. The pair with the highest score at the end of the game is the winner.

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#[object Object]