Стр.71 Unit 8 ГДЗ Вербицкая Forward 10 класс

Work in pairs. Look at the cartoon and answer the questions.

Have you ever been dissatisfied with something you have bought? What did you do about it? Did you make a complaint?

Read the complaints below. When might someone say them? Use the ideas in the box. There is often more than one answer.

an Internet/online shop, a restaurant, a hotel, a clothes store, a bank, a store with electrical goods

1. It shrank the first time I washed it!
2. Your employee was extremely rude to me.
3. My order hasn’t arrived yet.
4. It’s faulty. I took it out of the box but I couldn’t get it to work.
5. I’m not satisfied with the service.

Match complaints 1–5 in Exercise 2 with responses a–e below. Then listen and check.

1. It’s entirely our fault. We’ll send you a new one straightaway.
2. I’m very sorry about that. Would you like to exchange it for something else? Or would you like a refund?
3. We’re trying our best. We’ve got a lot of customers in here this afternoon.
4. I’m so sorry. I’ll talk to Mr Evans about his behaviour. It won’t happen again.
5. Sorry — there must have been a mistake with your order. We’ll try to sort it out.

Study Speak Out. Complete the box with the underlined phrases in Exercise 3.

In pairs, read the situations on pages 119–120. Take turns to make complaints and respond to them. Use expressions from Speak Out to help you.

Work in pairs. Roleplay the conversation. Student A, look at page 120. Student B, look at page 121.