Стр.71 Unit 8 ГДЗ Вербицкая Forward 10 класс

Приведем выдержку из задания из учебника Вербицкая, Маккинли, Хастингс 10 класс, Просвещение: SPEAKING AND LISTENING
1 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?
2 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.
3 T058 Match complaints 1-5 in Exercise 2 with responses a-e below. Then listen and check.
a It’s entirely our fault. We’ll send you a new one straightaway.
b I’m very sorry about that.. Would you like to exchange it for something else? Or would you like a refund?
c We’re trying our best We’ve got a lot of customers in here this afternoon.
d I’m so sorry. I’ll talk to Mr Evans about his behaviour. It won’t happen again.
e Sorry — there must have been a mistake with your order. We’ll try to sort, it. out..
Текст аудирования:
One
Man: Yes, it’s faulty. When the parcel arrived, I took it out of the box, but I couldn’t get it to work. And then, when I was putting it back in the box, it just sort of fell apart in my hands, like … I mean I definitely didn’t drop it or anything.
Operator 1: Yes sir, it’s entirely our fault. We’ll send you a new one straightaway.
Two
Woman 1: It’s about this top I bought last week. I only wore it once and I’m sorry to say it shrank the first time I washed it. It’s too small now.
Assistant: I’m very sorry about that. Would you like to exchange it for something else? Or would you like a refund?
Three
Tourist: I wish to make a complaint. I together with my wife have been sitting in this place for almost exactly one hour. Despite the fact that we are both absolutely starving, nobody appears to want to take our order. Never before have I been treated so badly. I’m not satisfied with the service.
Waiter: We’re trying our best, mate. We’ve got a lot of customers in here this afternoon, as you can see.
Four
Woman 2: I’m sorry to say your employee was extremely rude to me. He told me to stop wasting his time. I’ve been a customer at this bank for over thirty years and I …
Manager: I’m so sorry. I’ll talk to Mr Evans about his behaviour. It won’t happen again.
Five
Student: I’d like to make a complaint. I ordered a SoundBlast 3000 from you on 3 February. It’s now the middle of March, and my order hasn’t arrived yet.
Operator 2: Sorry — there must have been a mistake with your order. We’ll try to sort it out.
4 Study Speak Out. Complete the box with the underlined phrases in Exercise 3.
SPEAK OUT Making complaints
Making complaints
It’s broken/faulty.
There’s a part missing.
My order hasn’t arrived yet.
There’s a mistake in the bill.
It’s not working.
It’s shrunk/the dye has run.
It’s not what I ordered.
It’s too tight/tough/noisy.
I’m not satisfied with the service.
One of your employees was extremely rude to me.
You’ve forgotten to … .
Responding to complaints
Apologising
I’m so sorry there must have been a mistake.
1 It’s entirely our fault.
2 I’m very sorry about that.
Making offers and promises
We’ll replace it straightaway.
Would you like a refund?
3 It won’t happen again.
4 We’ll try to sort it out.
Defending yourself
Don’t blame me! It wasn’t my fault.
5 We’re trying our best.
Mind the trap!
In Britain, it’s very typical to start making a complaint by apologising to avoid having a confrontation with somebody, even if you are angry.
I’m sorry to say there’s a mistake in my bill.
I’m afraid my MP3 player isn’t working properly.
5 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.
6 Work in pairs. Roleplay the conversation. Student A, look at page 120. Student B, look at page 121.
*Цитирирование части задания со ссылкой на учебник производится исключительно в учебных целях для лучшего понимания разбора решения задания.

Ответ

1. It’s faulty. I took it out of the box but I couldn’t get it to work. — a store with electrical goods
2. Your employee was extremely rude to me. — a bank / a restaurant / a hotel / a store
3. My order hasn’t arrived yet. — an Internet/online shop
4. It’s faulty. I took it out of the box but I couldn’t get it to work. — a store with electrical goods
5. I’m not satisfied with the service. — a restaurant / a hotel / a bank / a store

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.

Speak Out: