The
Difficult Return Read the following conversation between a customer service representative (A) and a customer (B) in a store. Pay special 8.6 attention to the words in bold. A: B: A: B:
A: B: A: B: A: B: A: B: A:
Can I help you? I’d like to return a pair of shoes. Of course. Finally! I was here on Monday, but the customer service window was closed. Then I was here on Tuesday, but the line was too long, so I went home. And just now I waited in line for 20 minutes! Oh, I’m so sorry. Let’s take care of this right now. Thank you! Is there a problem with the shoes? No, they’re just too big. Could I see your receipt, please? Yes. Here it is. Great. Would you like the refund on your credit card? Yes, I would. Thanks. May I have the shoes? I need to scan them.
B: A: B: A: B: A:
B: A: B:
1 2
Sure. (The salesperson scans the shoes.) Oh. Is there a problem? I’m afraid there is. These are children’s shoes. Yes, they are. I bought them for my daughter. But they’re too big for her. I’m really sorry. But I can’t handle refunds for children’s shoes. They need to be returned to the children’s department. Are you serious1? I am. I’m sorry. Would you like directions to the children’s return desk? No. I’m giving up on making this return. The shoes will fit my daughter eventually2.
serious: not joking eventually: at some time in the future
COMPREHENSION Based on the conversation, write T for true or F for false. 1.
The customer wants to return a pair of shoes.
2.
The shoes were for the customer’s husband.
3.
The customer returned the shoes and got a refund. Infinitives, Modals, Imperatives Copyright 2021 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
Copyright 2021 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
203
