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CHAPTER 3 – TELEPHONE CONVERSATION
Situation: Lisa is having some problems with her exercise bike, and she is calling Sport Center to have it repaired.
Nancy: Thank you for calling Sports Center. May I help you?
Lisa: I bought an exercise bike from your store last year, and I am having problems with it. I need to have it repaired.
Nancy: Let me connect you to the Service department. One moment please.
Karen: Service department, this is Karen. How can I help you?
Lisa: I bought an exercise bike from Sports Center last year and it needs to be repaired.
Karen: What seems to be the problem?
Lisa: I am not very sure, but I think there is a problem with the bike’s computer console because the LCD screen does not display the different features.
Karen: Nothing was on when you pushed the Start button?
Lisa: No, nothing.
Karen: What is your bike model?
Lisa: It is a 126 Upright Ford Bike.
Karen: I can send a technician out to take a look at your bike. It will cost $75.00 for labor. Also, if we have to replace any parts, that will be extra.
Lisa: That is expensive. Isn’t the repair cost covered by warranty?
Karen: When exactly did you purchase your bike?
Lisa: About fifteen months ago.
Karen: I am sorry. The standard warranty only covers a year. Did you buy extra warranty coverage at the time of purchase?
Lisa: No, I did not. Are there any other options besides paying $75.00 for repair labor?
Karen: No, I am afraid not.
Lisa: I guess I just have to pay for the repair. When can you send a technician?
Karen: I have next Thursday November the twenty third at 2:00PM available. Otherwise, the next date has to be December the eighth at 10:00AM.
Lisa: I take this coming Thursday. Will you send out a reminder?
Karen: Somebody will give you a call the evening before to confirm the appointment.
Lisa: Will the technician accept credit card payment?
Karen: Yes, he will. By the way, you can buy the extra warranty coverage now if you want to.
Lisa: How much does it cost?
Karen: Fifty dollars for one-year warranty, seventy-five dollars for two-years, and a hundred dollars for three-years.
Lisa: Does it cover both labor and materials?
Karen: It covers everything.Do you want to sign up for it?
Lisa: Oh, I do not know.
Karen: It will be good for you. We will send a technician any times the bike needs services. It does not matter how many times you call us in a year. Also, if we cannot fix the problem, we will provide you with a new exercise bike.
Lisa: OK, I want to sign up for the two-year warranty program.
Karen: I think it is a good investment. Are you going to pay by credit card now or do you want me to send you a bill?
Lisa: Send me a bill, please.
Karen: One last thing before I let you go, I need your address please.
Lisa: 995 Silver Lake Street in Long Beach.
Karen: OK, it is all set. Is there anything else I can help you with today?
Lisa: No. Thank you for your help.
Karen: You are welcome. Have a nice day!
Questions/Answers Practice
| G: Hello, this is Natalie. | A: Hi, Natalie. This is Mary from the Accounting department. |
| G: Good morning. How may I help you? | A: Good morning, I have misplaced my hotel room key. |
| G: Hi, this is Jennifer. | A: Hi Jennifer, thank you for returning my call. |
| Q: May I speak to John please? | A: One moment. Let me connect you. |
| G: I was put on hold for a long time. I am still waiting for John. | A: I am so sorry. Let me connect you to John right now. |
| Q: Who is calling, please? | A: This is Tom Burt. |
| G: I need to speak to Richard Anderson. | A: Let me transfer you. Please hold. |
| G: Sorry, Richard is in the field at the moment. | A: Could you take a message? |
| G: Sorry, Richard is not available at the moment. | A: Can I leave a message for Richard then? |
| Q: Richard is still on the line. Do you still wish to hold? | A: Yes, I will hold. |
G: Thank you for holding. How may I help you?
A: I need some information on one of your products.
Q: May I have your account number?
A: Excuse me, but what account number?
Q: For verification, may I have your home address?
A: 1825 Palo Verde, Costa Mesa, Denver.
3) Comprehension test
- Why is Lisa calling Sports Center?
- Is Nancy able to help Lisa?
- What kind of problem does Lisa have with her exercise bike?
- What happened when Lisa pushed the Start button?
- What is the model of Lisa’s bike?
- How much does it cost to have the bike repaired?
- What will happen if the technician has to replace any parts?
- Why is the bike no longer covered by the warranty policy?
- When can Sports Center send a technician to Lisa’s house?
- What does Sports Center do to remind people of their appointment?
- What types of payments does Sports Center accept?
- What types of costs does the extra warranty policy cover?
- How often can Lisa call for services under the extra warranty policy?
4) Discussion
- Should we buy extra warranty when we purchase merchandises? Why? Why not?
- What happened when things you bought break down?
- What do you do for exercise?
GRAMMAR REVIEW
NOUNS
Roles of nouns
Nouns can perform a variety of roles such as:
- Subject of a verb
My husband uses the bike every day.
The LCD screen does not display the different features.
- Object of a verb I want a bike.
My husband uses the bike every day.
- Modifier of a verb It feels cold this morning.
- will leave tomorrow.
He jogs today.
- Modifier of a noun
- bought an exercise bike from your store. I love apple juice.
Possessives
When we want to indicate that a person, animal, thing or place belongs to another person, animal, thing or place, we can use an apostrophe (‘) and –s to express ownership.
The bike’s computer console (= the computer console of the bike) The car’s windshield (= the windshield of the car)
Questions/Answers Practice
similar questions and answers.
| Q: Who uses the bike everyday? | A: My husband uses the bike everyday. |
| Q: What is on that table? | A: A bouquet of flowers is on the table. |
| Q: What did you see on your way home? | A: I saw a beautiful sports car. |
| Q: What did you do yesterday? | A: I painted my house yesterday. |
| Q: When will he return? | A: He will return tomorrow. |
| Q: When can I see her? | A: You can see her today. |
| Q: Which key did you loose? | A: I lost my car key. |
| Q: What kind of cake did you bake? | A: I baked a carrot cake. |
| Q: Whose son was playing in my backyard? | A: That was Karen’s son. |
| Q: Whose house was put on the market? | A: It was my cousin’s house. |