Department stores – A2 English Listening Exercise
Listening 1
A customer is at the customer service desk to return a defective shirt. Listen to the conversation and choose the correct answer (A, B, or C) for each question.
1 Why does the customer want to return the shirt?
(A) Because it is too small.
(B) Because it has a small hole.
(C) Because he doesn’t like the color.
2 What does the customer give to the staff?
(A) A credit card.
(B) A membership card.
(C) The receipt.
3 What will the customer do next?
(A) Get his money back.
(B) Choose a new shirt.
(C) Go to another store.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B) Because it has a small hole.
- Explanation: The customer explains the problem: “when I got home, I saw a small hole on the sleeve.”
- Why the trap is wrong: Option (A) is the trap. The staff asks if it is too small, but the customer explicitly says, “No, the size is fine.” Option (C) is a common reason for returning clothes but is never mentioned.
2 Correct Answer: (C) The receipt.
- Explanation: The staff asks, “Do you have the receipt?” and the customer answers, “Yes, here it is.”
- Why the trap is wrong: Options (A) and (B) are plausible items you show at a customer service desk, but they are not mentioned in this audio.
3 Correct Answer: (B) Choose a new shirt.
- Explanation: This is “The Twist”. The customer asks for his money back, but the staff says no because it was on sale. The staff offers, “you can choose a new shirt,” and the customer agrees to go find one.
- Why the trap is wrong: Option (A) is the trap. It was the customer’s original plan, but it was rejected by the staff. Option (C) is not mentioned.
AUDIO SCRIPT
Customer: Hi, I would like to return this shirt. I bought it here yesterday.
Staff: Is there a problem with it, sir? Is it too small?
Customer: No, the size is fine. But when I got home, I saw a small hole on the sleeve.
Staff: Oh, I see it. I’m very sorry about that. Do you have the receipt?
Customer: Yes, here it is. Can I get my money back, please?
Staff: Let me check. Ah, you bought this on a special sale. I cannot give your money back. But you can choose a new shirt.
Customer: I understand. I will go find a new shirt then.
Listening 2
A customer rushes back to the cash register to look for his missing credit card. Listen to the conversation and choose the correct answer (A, B, or C) for each question.
1 What is the customer looking for?
(A) A pair of shoes.
(B) A credit card.
(C) A store receipt.
2 What does the customer find inside his shopping bag?
(A) Only his shoes and receipt.
(B) His missing credit card.
(C) Some money.
3 Where is the credit card finally found?
(A) On the counter.
(B) Inside the shopping bag.
(C) On the floor.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B) A credit card.
- Explanation: In the first line, the customer says, “I think I left my credit card here.”
- Why the trap is wrong: Options (A) and (C) are traps. The customer mentions his shoes and his receipt later, but he is not looking for them because he already has them in his bag.
2 Correct Answer: (A) Only his shoes and receipt.
- Explanation: When the cashier asks him to check his bag, the customer looks and says, “No, it’s just the shoes and the receipt.”
- Why the trap is wrong: Option (B) is the trap because the cashier suggested looking there, but the card wasn’t inside. Option (C) is not mentioned.
3 Correct Answer: (C) On the floor.
- Explanation: This is “The Twist”. They looked on the counter and in the bag, but finally the cashier says, “Here is a blue credit card on the floor.”
- Why the trap is wrong: Option (A) is the trap because it was the customer’s first guess. Option (B) is the cashier’s guess. Both guesses were wrong.
AUDIO SCRIPT
Customer: Excuse me! I think I left my credit card here five minutes ago.
Cashier: Oh, let me check around the cash register. … No, I don’t see a credit card on the counter. Are you sure you left it here?
Customer: Yes, I used it to pay for my shoes. Oh no, maybe someone took it!
Cashier: Please don’t worry. Did you check inside your shopping bag? Sometimes people put it there by mistake.
Customer: Let me look. No, it’s just the shoes and the receipt. Wait… what is that under your desk?
Cashier: Oh! Here is a blue credit card on the floor. Is this yours?
Customer: Yes, that’s it! It must have fallen down. Thank you so much!
Listening 3
A customer wants to buy a pair of running shoes, but the sales assistant has some bad news. Listen to the conversation and choose the correct answer (A, B, or C) for each question.
1 What shoe size does the customer need?
(A) Size 8.
(B) Size 9.
(C) Size 10.
2 Why can’t the customer buy the black shoes?
(A) Because they are too expensive.
(B) Because the store doesn’t have his size.
(C) Because he doesn’t like the color.
3 What color of shoes will the customer try on next?
(A) Black.
(B) White.
(C) Grey.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (A) Size 8.
- Explanation: The customer asks at the beginning, “Do you have them in size eight?” and at the end confirms, “please bring me a size eight.”
- Why the trap is wrong: Option (C) is the trap. Size 10 is the only size the store has left for the black shoes, but it is not the size the customer needs. Option (B) is not mentioned.
2 Correct Answer: (B) Because the store doesn’t have his size.
- Explanation: The assistant checks the computer and says, “we are completely sold out of that model in size eight.”
- Why the trap is wrong: Option (A) is a plausible reason for not buying something, but price is never mentioned. Option (C) is a trap because the customer actually likes black (“I usually wear black”).
3 Correct Answer: (C) Grey.
- Explanation: This is “The Twist”. The black shoes are out of stock, so the assistant suggests a new model: “they are grey instead of black.” The customer agrees to try them.
- Why the trap is wrong: Option (A) is the trap because it was the customer’s first choice. Option (B) is a plausible shoe color but is never mentioned.
AUDIO SCRIPT
Customer: Excuse me, I really like these black running shoes. Do you have them in size eight?
Assistant: Let me check the computer for you. … Um, I am very sorry, but we are completely sold out of that model in size eight. We only have size ten left.
Customer: Oh, that’s too bad. I really needed new shoes for my trip.
Assistant: However, we just got a new model today. They are very similar, but they are grey instead of black. Would you like to try them on?
Customer: Grey? Well, I usually wear black, but grey is okay. Yes, please bring me a size eight.
Assistant: Right away!
Listening 4
A security guard stops a customer who is trying to use a broken elevator in a department store. Listen to the conversation and choose the correct answer (A, B, or C) for each question.
1 Why can’t the customer use the elevator?
(A) It is only for emergencies.
(B) It is under maintenance.
(C) It is too crowded.
2 Where does the customer want to go?
(A) To the cosmetics section.
(B) To the restaurant.
(C) To the restroom.
3 How will the customer go up to the fourth floor?
(A) By using the stairs.
(B) By waiting for the elevator.
(C) By using the escalator.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B) It is under maintenance.
- Explanation: The guard clearly says, “the elevator is under maintenance. The repair team is working on it.”
- Why the trap is wrong: Option (A) is the trap. The guard says the stairs are for emergencies, not the elevator. Option (C) is a common reason to not use an elevator, but it is not mentioned.
2 Correct Answer: (B) To the restaurant.
- Explanation: The customer states her destination in the beginning: “I need to go to the restaurant on the fourth floor.”
- Why the trap is wrong: Option (A) is the trap. The cosmetics section is on the first floor where the escalator is, not her final destination. Option (C) is a plausible place but never mentioned.
3 Correct Answer: (C) By using the escalator.
- Explanation: This is “The Twist”. The customer asks for the stairs, but the guard tells her to use the “escalator on the opposite side of the store.” She agrees.
- Why the trap is wrong: Option (A) is the trap. The customer wanted to use the stairs, but the guard said no because they are only for emergencies. Option (B) is not what she decides to do.
AUDIO SCRIPT
Guard: Excuse me, ma’am. You can’t use this elevator right now.
Customer: Oh? Why not? I need to go to the restaurant on the fourth floor. I am very hungry.
Guard: I am sorry, but the elevator is under maintenance. The repair team is working on it.
Customer: I see. Well, where are the stairs? I can just walk up to the fourth floor.
Guard: The stairs are only for emergencies. But there is an escalator on the opposite side of the store, right behind the cosmetics section.
Customer: Behind the cosmetics section. Got it. Thank you!
Listening 5
A customer accidentally drops a glass cup in a department store, and a manager comes to help. Listen to the conversation and choose the correct answer (A, B, or C) for each question.
1 What did the customer want to do first?
(A) Call the cleaning staff.
(B) Pick up the broken glass.
(C) Hide the broken cup.
2 Why does the manager tell the customer to step back?
(A) Because the floor is wet.
(B) Because the customer has a cut on his hand.
(C) Because touching the broken glass is dangerous.
3 How much will the customer pay for the broken cup?
(A) Nothing.
(B) The full price of the cup.
(C) A small fine.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B) Pick up the broken glass.
- Explanation: After the customer says he is fine, he says, “Let me pick up the broken glass…”
- Why the trap is wrong: Option (A) is the trap. The manager mentions the cleaning staff, not the customer. Option (C) is a plausible negative action, but the customer apologized and didn’t run away or hide it.
2 Correct Answer: (C) Because touching the broken glass is dangerous.
- Explanation: The manager stops the customer and says, “Please don’t touch it. It’s very dangerous. Just step back…”
- Why the trap is wrong: Option (B) is the trap. The manager asks “Did you cut your hand?”, but the customer says “I’m fine”, so he doesn’t have a cut. Option (A) is a common danger in a store, but it is not the problem here.
3 Correct Answer: (A) Nothing.
- Explanation: This is “The Twist”. The customer asks how much it is and wants to pay, but the manager says, “Actually, you don’t need to pay.”
- Why the trap is wrong: Option (B) is the trap because it was the customer’s original plan (“I should pay for it”). Option (C) is not mentioned.
AUDIO SCRIPT
Customer: Oh no! I’m so sorry! I accidentally dropped this glass cup. It’s broken everywhere.
Manager: Are you okay, sir? Did you cut your hand?
Customer: I’m fine. Let me pick up the broken glass…
Manager: No, wait! Please don’t touch it. It’s very dangerous. Just step back, and our cleaning staff will sweep it up.
Customer: Okay. I feel terrible. How much is the cup? I should pay for it.
Manager: Actually, you don’t need to pay. It was a cheap display glass, not for sale. But please be careful next time.
Customer: Thank you so much. I will.