Question

B.Complete the text about complaining about goods and services using words from the box. refund/ solution/ sympathetic/ communicate/ dissatisfied/ temper/ apologize/ deal/ delivery/ make refund Before you (I)_____a complaint it's important that you are absolutely clear about why you are unhappy. Perhaps you are (2)____ with the way you were treated, you've bought a product which was faulty, or a (3) _________was late. You also need to be clear in your mind about what you want to achieve by complaining. Is it enough for someone to (4) ____for the problem, or are you expecting a full (5) _____of the money you spent? When you do complain, make sure you are speaking to the right person in the organization to (6)_____with the problem.Make an effort to (7)____ clearly and calmly. Try not to lose your (8)____,as this may result in the other person being unhelpful. If you are not successful the first time, keep trying. You may need to speak to several different people before you can agree on a (9)_____.Finally. if the listener has been (10) ______and you feel that they have resolved the complaint in a way that is acceptable to your remember to thank them for their help. C. Complete sentences with the correct form of the verb in brackets. (6 points) I We _____(not/ to go) on a tramp last summer. 2 What _____(you/ to do) when your sister______(to come) home yesterday 3 ______(you/ to have) supper at nine o'clock yesterday? 4 Не _____(not/ to go) to the shop yesterday, 5 Nick _______(to go) to bed at ten o'clock yesterday. 6 Rick _______(to sleep) at eleven o'clock yesterday.

Answer 1

Ответ:

Answer. If any further assistant is needed I would be glad to redo the work.

Объяснение:

A. 1 make refund? (it looks like there must be something else mentioned in the box).

2 dissatisfied

3 delivery

4 apologize

5 refund

6 deal

7 communicate

8 temper

9 solution

10 sympathetic

B. 1. We did not go on a tramp last summer.

2 What were you doing when your sister came home yesterday ?

3 Were you having supper at nine o'clock yesterday?

4 Не did not go to the shop yesterday.

5 Nick went to bed at ten o'clock yesterday.

6 Rick was sleeping at eleven o'clock yesterday.

Answer 2

Before you make a complaint, it's important that you are absolutely clear about why you are unhappy. Perhaps you are dissatisfied with the way you were treated, you've bought a product which was faulty, or a delivery was late. You also need to be clear in your mind about what you want to achieve by complaining. Is it enough for someone to apologize for the problem, or are you expecting a full refund of the money you spent? When you do complain, make sure you are speaking to the right person in the organization to deal with the problem. Make an effort to communicate clearly and calmly. Try not to lose your temper, as this may result in the other person being unhelpful. If you are not successful the first time, keep trying. You may need to speak to several different people before you can agree on a solution. Finally, if the listener has been sympathetic and you feel that they have resolved the complaint in a way that is acceptable to you, remember to thank them for their help.

C. Complete sentences with the correct form of the verb in brackets. (6 points)

1. We didn't go on a tramp last summer.
2. What did you do when your sister came home yesterday?
3. Did you have supper at nine o'clock yesterday?
4. He did not go to the shop yesterday.
5. Nick went to bed at ten o'clock yesterday.
6. Rick slept at eleven o'clock yesterday.