EFE learning modules / Discounts, Returns & Customer Issues

scenario 2 a retail store where a customer named sa

Scenario Context

"A retail store where a customer named Sarah is trying to return items and inquire about current sales, while interacting with Mark, the store manager."

Speakers

Sarah

A polite but firm customer who is dealing with some faulty purchases and looking for bargains.

Mark

A professional and helpful store manager dedicated to following store policy while maintaining customer satisfaction.

The Dialogue

Tap highlighted words to view vocabulary cards below.

Sarah

Hello, good afternoon. I would like some help with a few items I purchased last week.

Mark

Good afternoon! I would be happy to help. What seems to be the problem today?

Sarah

First, I bought this electronic blender, but it appears to be .

Mark

I am very sorry to hear that. Could you describe the issue you are having with it?

Sarah

It makes a very loud grinding noise and then shuts off automatically after a minute.

Mark

That definitely sounds like a technical . Do you have the original receipt with you?

Sarah

Yes, I have it right here. I am hoping to get a full if possible.

Mark

Since it is within our 30-day window, we can certainly offer you a or a replacement.

Sarah

I think I would prefer a for the blender, as I am a bit worried about the brand now.

Mark

I understand. I will process that for you shortly. Was there anything else?

Sarah

Yes, I also bought this blue dress, but it doesn't fit me as well as I thought it would.

Mark

I see. Was this item purchased on or was it a regular-priced item?

Sarah

It was at full price when I bought it last Tuesday. Can I return it for cash?

Mark

Let me check the tag. Is it still attached to the garment?

Sarah

Yes, the tag is still on, and I haven't worn it. It is still in brand-new condition.

Mark

Great. However, according to our policy, clothing returns are usually issued as .

Sarah

Oh, that is unfortunate. I was really hoping for my money back on my credit card.

Mark

Our policy states that clothing items are only eligible for or exchange.

Sarah

I see. Well, can I use that to purchase items that are currently on sale?

Mark

Yes, absolutely! You can use the credit for anything in the store, including discounted items.

Sarah

That is good to know. Are there any specific discounts happening right now?

Mark

Yes, we are currently having a major promotion where all winter coats are 30% off.

Sarah

That sounds like a wonderful deal. Is the discount applied automatically at the register?

Mark

Yes, the system will calculate the reduced price during the checkout process.

Sarah

Perfect. One more thing, I found a 10% coupon online. Can I use it on top of the sale price?

Mark

Let me take a look at that coupon. Unfortunately, it says coupons cannot be combined with other offers.

Sarah

Ah, I missed that part. It is a bit disappointing that I can't use both.

Mark

I apologize for the . It is usually mentioned in the at the bottom.

Sarah

No worries. I will take the for the dress and go browse the coats now.

Mark

Excellent choice. I will finalize the for the blender to your card first.

Sarah

Thank you, Mark. I appreciate you being so patient and explaining everything clearly.

Mark

You are very welcome! Please let me know if you need any help finding the right coat size.

Scene Vocabulary

Practice vocabulary words & meanings.

10 Terms

Faulty

/ፎልቲ/

ጉድለት ያለበት

Not working correctly; having a flaw.

በትክክል የማይሰራ፤ ችግር ወይም ብልሽት ያለበት።

Refund

/ሪፈንድ/

ገንዘብ ተመላሽ

A repayment of a sum of money.

የተከፈለ ገንዘብን መልሶ መክፈል።

Defect

/ዲፌክት/

ብልሽት

A shortcoming, imperfection, or lack.

አንድ ነገር ሊኖረው የሚገባው ሙሉነት መጓደል ወይም ብልሽት።

Clearance

/ክሊራንስ/

የሸቀጦች ቅናሽ ሽያጭ

A sale in which goods are sold cheaply to get rid of them.

እቃዎችን በፍጥነት ለመሸጥ የሚደረግ የዋጋ ቅናሽ ሽያጭ።

Store credit

/ስቶር ክሬዲት/

የመደብር ክሬዲት

A document or account entry allowing a customer to buy items in a store without cash.

አንድ ደንበኛ በጥሬ ገንዘብ ፋንታ በመደብሩ ውስጥ እቃዎችን እንዲገዛ የሚያስችለው ሰነድ።

Non-defective

/ኖን-ዲፌክቲቭ/

ብልሽት የሌለበት

Functioning correctly and without any flaws.

በትክክል የሚሰራ እና ምንም አይነት ችግር የሌለበት።

Seasonal

/ሲዘናል/

ወቅታዊ

Relating to or happening during a particular period of the year.

ከአንድ የተወሰነ የዓመት ወቅት ጋር የተያያዘ ወይም በዚያ ወቅት የሚከሰት።

Deducted

/ዲዳክትድ/

የተቀነሰ

Subtracted or taken away from a total.

ከጠቅላላው ላይ የተቆረጠ ወይም የተቀነሰ።

Fine print

/ፋይን ፕሪንት/

ጥቃቅን ጽሁፎች

Important details of an agreement that are usually written in small letters.

በውል ወይም በስምምነት ላይ የሚገኙ ትናንሽ እና አስፈላጊ ዝርዝሮች።

Inconvenience

/ኢንኮንቪኒየንስ/

መጉላላት

Trouble or difficulty caused to one's personal comfort or plans.

ለአንድ ሰው ምቾት ወይም እቅድ እንቅፋት የሚሆን ችግር ወይም መጉላላት።