1. 制作：杭州开元商贸职校 杨晓波

2. Authentic practice 1 CUSTOMER SERVICE A. Listen, answer and read. What does the man want to return? Why? Where are the goods he needs? He wants to return a micro- wave oven. It’s too large. They’re across from the coffee makers.

3. Authentic practice 1 B. Listen and read. Customer: Hi, I need some help. I need to return this microwave oven. It’s too large. You: Customer: Yes, I do. Here it is. Do you have any small microwaves? You: Customer: Oh, that’s good. Where are they? You: Customer: Great, thanks.

4. Authentic practice 1 C. Listen and read. Choose your response. 1.“Hi, I need some help. “ a. It’s too large. b. Sure. 2. “These shirts are the wrong size.” a. Oh, I’m sorry. b. That’s good. 3. “Where are the computers?” a. This way, please. b. They’re from Japan.

5. Authentic practice 1 D. Listen. Choose your response. 1. a. Great, thanks. b. Sure, what size? 2. a. Yes, please. b. Do you have the receipt? 3. a. OK. Are they too small? b. You’re welcome.

6. Authentic practice 1 Who is talking to Mr. Soto? a. a customerb. a salesperson order form

7. Authentic practice 1 Listen to the conversation and complete the form. Peerless Uniform Company ORDER FORM Customer’s Name:_____________ ORDER FORM Uniform: housekeeper nurse cook bus driver Color: green blue white black red yellow orange brown Size: smallmedium large extra large Shirt: Pants: Skirt: Martin Yu

8. Do it yourself! Authentic practice 1 I have a problem. These pants are too small. Here’s my receipt. I need some shoes. Could you please tell me where they are? YOU

9. Make a dialogue about a problem with clothes (or other things you buy. ) Authentic practice 1