Situation

A woman bought a jacket yesterday, but today she wants to return it because there is

something wrong with the clothes. It has a tear in the lining and some of the buttons are very

loose. Having checked the clothes, the clerk felt deeply sorry and asked for the receipt.


Clerk: May I help you?


Melanie: Yes, I’d like to return this jacket.


Clerk: Is there something wrong with it?


Melanie: Yes. I didn’t notice when I bought it, but there are few problems. First, it has a

tear in the lining, and some of the buttons are very loose. This one came off.


Clerk: I’m really sorry about this. Would you like to exchange it for another one?


Melanie: Well, to be honest, I don’t think this jacket is very well made. I’d rather get a

refund.


Clerk: I understand. Do you have the receipt?


Melanie: Yes, I do.


- What is the topic of the role play? What is the story all about?

- How did the clerk/sales rep handle the situation?

- Do you think the way he/she treated the customer was exceptional?​