Task 1:
Listen to a dialogue between a customer and a restaurant manager. Answer the questions below.
1. What product or service does the customer enquirer about? What are her general requirements?
Their family is going to host a family dinner in the restaurant. It's her parents 40th wedding anniversary party. There are 30 people. June 5th Friday evening.
2. What are the specific items that the customer would like to have included in her order? How will the manager accommodate those needs?
she booked the party on Friday evening on Jun 5th
vegetarian menu
light dessert with fruit on the top.
The manager offered a private dinner room which is for 50 people. they can set up long tables for people of 30. there is standing room for drinks before the dinner. 18 adults.
it's wheelchair accessible. kids are from 4months -10 years.
3. Underline the items from the menu that are not mentioned in the conversation:
• mini pizzas • drinks • steak • Caesar salad • cream filling
4. What is the final order that the manager wants the customer to confirm?
appetizer, green salad.
5. How and when will the order be finalized?
he will call back in one hour by phone. mary lee and 555-488-6666
6. How would you describe the manager’s style of customer service? Give reasons.
Very professional and polite. flexible and accommodating
Task 2:
Listen to the recording again. Record the phrases and expressions you hear. Then, with a partner, add your own expressions to the list.
Asking for information: I'd like to know,Could I have? Would you tell me ? What about......?
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Clarifying information:
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Changing the topic: How about ......?
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Closing the conversation: I'll back for you shortly
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Task 3:
Locate information relating to each of the situations above. Go to the home page of the Ontario Ministry of Small Business and Consumer Services, and then click on then Your Rights. There are four categories, within your groups, write a quick summary, and then present your findings to the class.
In Ontario, many of our rights as a consumer are set out by the Consumer Protection Act (CPA) and other consumer protection legislation that cover the most common consumer transactions.
1.Cooling-off period
You have a cooling-off period when you sign contracts:
You can cancel the contract anytime within the cooling-off period by writing a cancellation letter to the business. Any agreements you made with the purchase, like financing plans, will also be cancelled.
You don’t need to give the business a reason for cancelling. For most contracts, the company has 15 days to return your money. For payday loans, the company has to give you a refund within 2 days.
If the contract was for a product, they are responsible for picking up the product or paying for it to be picked up if they want it back.
2. Misrepresentation
It’s illegal for the business or individual to give you false information about themselves or the product or service they offer. If you have a contract with a business or individual that has misrepresented their product or service, you can withdraw from the contract within 1 year.
3.Delivery of goods
Under the Consumer Protection Act, when you order a product, it must be delivered within 30 days of the promised delivery date or you can ask for a refund. However, if you choose to keep the item that was delivered late, you lose your right to get a refund for it.
You also can’t be charged for receiving an item or service that you did not request. You can use the item or throw it away.
4.Your rights under a contract
When you sign a contract with a business or individual to buy or lease products or services, the Consumer Protection Act protects you from unfair practices.
But always remember to read and understand the terms and conditions before signing.
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