Monday

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 enquire 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: how many are adults? how old are they? do you have a vegetarian menu? why don't we start? I'd like to know if....

Clarifying information: ..would you prefer to light cake or something rich,

Changing the topic: do you know we have a...  let's decide

Closing the conversation: i will get back to you shortly

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.

Cooling off period

consumers can cancel the contracts anytime without giving a reason by writing a cancellation letter to companies under the following conditions:

. buy a product or service  from a door-to-door salesperson (also called a direct agreement)
. pay in advance to join a fitness club or gym (also called a personal development contracts)

. buy a newly-built condo (under the Condominium Act)

. get a payday loan (under the Payday Loans Act)

.  purchase a time share

In contracts, most of the companies will return consumers money in 15 days or 2 days if it is payday loans. Meanwhile, the companies have responsibility to pick up the products or pay for it to be picked up.