Returning goods – A2 English Listening Exercise
Listening 1
Listen to the conversation between a store manager and a new cashier. Read the questions and choose the correct answer (A, B, or C).
1 What must the customer have to return an item?
(A) A credit card.
(B) The paper receipt.
(C) A membership card.
2 What is the rule about the price tags?
(A) They must still be attached to the clothes.
(B) The cashier must take them off.
(C) They must be put inside a box.
3 What will happen if the clothes do not have tags?
(A) The store will not accept the return.
(B) The cashier will ask the manager for help.
(C) The customer will get their money back on a credit card.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The manager clearly states, “They must have the paper receipt.”
- Why the trap is wrong: Option (A) is the “Twist” trap. The cashier asks about using a credit card, and the manager says they “used to accept that, but not anymore.” Option (C) is never mentioned.
2 Correct Answer: (A)
- Explanation: The manager says, “The tags must still be on the clothes.”
- Why the trap is wrong: Option (B) is a trap. The manager mentions the phrase “take the tags off,” but it refers to what customers sometimes do, not what the cashier should do.
3 Correct Answer: (A)
- Explanation: The manager explicitly says, “If they are missing, we cannot take the items back.”
- Why the trap is wrong: Option (C) uses the words “credit card,” which were mentioned earlier in a different context, making it a distractor. Option (B) is a plausible action in real life but is not mentioned in the dialogue.
AUDIO SCRIPT
Manager: Welcome to your first day, Leo. Let’s talk about how to handle returns.
Cashier: Okay. What should I do when a customer wants to return a shirt?
Manager: First, always ask for the receipt.
Cashier: What if they don’t have it, but they have the credit card?
Manager: We used to accept that, but not anymore. They must have the paper receipt.
Cashier: Got it. Is there anything else?
Manager: Yes. Look closely at the price tags. Sometimes people wear the clothes once and take the tags off. The tags must still be on the clothes. If they are missing, we cannot take the items back.
Cashier: Understood! I will check the receipt and the tags carefully.
Listening 2
Listen to the conversation between two salespeople. Read the questions and choose the correct answer (A, B, or C).
1 Where did Alex plan to put the sweater at first?
(A) In the back room.
(B) On the display shelf.
(C) In the trash.
2 What is the actual problem with the sweater?
(A) It is the wrong color.
(B) It is too big.
(C) It has a small hole.
3 What will the salespeople do with the sweater now?
(A) Put a sticker on it and take it to the back room.
(B) Throw it in the trash immediately.
(C) Give it to the store manager to wear.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: This is the “Twist”. Alex originally says, “I’ll put it back on the display shelf then,” but Sarah stops him.
- Why the trap is wrong: Options (A) and (C) are traps. The back room is the final destination, not the first plan. The trash is an idea Alex suggests later, but it is rejected.
2 Correct Answer: (C)
- Explanation: Sarah points out the real issue: “Look here on the sleeve. There is a small hole.”
- Why the trap is wrong: Option (B) is a major trap. The customer said it was too big, but the real reason they cannot sell it is the hole. Option (A) is not mentioned.
3 Correct Answer: (A)
- Explanation: Sarah instructs Alex to “put a ‘Damaged’ sticker on it” and “take it to the back room.”
- Why the trap is wrong: Option (B) is a trap because Alex asks, “Should I throw it in the trash?” but Sarah says “No.” Option (C) uses the word “manager” from the audio, but the manager will “look at it”, not wear it.
AUDIO SCRIPT
Alex: Hey, Sarah. Did the customer just return this sweater?
Sarah: Yes. She said it was too big for her.
Alex: Okay, I’ll put it back on the display shelf then.
Sarah: Wait, don’t do that. Look here on the sleeve. There is a small hole.
Alex: Oh, I didn’t see that! So, we can’t sell it. Should I throw it in the trash?
Sarah: No, we don’t throw it away. We need to put a “Damaged” sticker on it.
Alex: Got it. And then?
Sarah: Just take it to the back room for now. The manager will look at it later.
Listening 3
Listen to the conversation between an office worker and a store clerk. Read the questions and choose the correct answer (A, B, or C).
1 Why is the woman returning the ink cartridges?
(A) They are empty.
(B) She bought the wrong model.
(C) Her office printer is broken.
2 What model number does the woman need?
(A) 5
(B) 15
(C) 50
3 How many new ink cartridges will the woman take today?
(A) Two
(B) Three
(C) Five
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The woman explicitly says, “…but I got the wrong model.”
- Why the trap is wrong: Option (C) is a trap. She mentions her “office printer,” but she does not say it is broken. Option (A) is a common reason to buy ink, but it is not mentioned in the audio.
2 Correct Answer: (B)
- Explanation: The woman says, “I need model number 15.”
- Why the trap is wrong: Option (C) is a major trap. Model 50 is the wrong model that she is returning, not the one she needs. Option (A) is the number of boxes she bought (five), not the model number.
3 Correct Answer: (B)
- Explanation: This is the “Twist.” She says, “I will take the three boxes now…”
- Why the trap is wrong: Option (C) is her original plan (she wanted to exchange all 5 today), but the store didn’t have enough. Option (A) is the number of boxes that will arrive tomorrow.
AUDIO SCRIPT
Clerk: Hello, how can I help you today?
Admin: Hi. I need to return these ink cartridges. I bought five of them yesterday for my office printer, but I got the wrong model.
Clerk: I see. These are model number 50. What model do you actually need?
Admin: I need model number 15. Can I exchange them?
Clerk: Let me check… Ah. We have model 15, but I only have three boxes in the store right now. The other two will arrive tomorrow morning.
Admin: Oh, I see. Well, I need to print some documents today. So, I will take the three boxes now and come back for the rest tomorrow.
Clerk: Perfect. Do you have your receipt?
Listening 4
Listen to the conversation between two store workers changing shifts. Read the questions and choose the correct answer (A, B, or C).
1 Why is there less cash in the register?
(A) There were very few customers today.
(B) Mark had to give money back for returned items.
(C) The store manager took some money to the bank.
2 How many customers returned items today?
(A) One
(B) Two
(C) Three
3 What did the customers choose to receive?
(A) Cash refunds.
(B) Store credit.
(C) New clothes.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: Mark explains that the cash is low because people came in to return things and wanted cash refunds.
- Why the trap is wrong: Option (A) is a trap. Lisa asks if they didn’t have many customers, but Mark says, “No, we actually had a lot of customers!” Option (C) is plausible in a retail context but is never mentioned.
2 Correct Answer: (C)
- Explanation: Mark explicitly says, “three people came in to return things.”
- Why the trap is wrong: Options (A) and (B) are numbers mentioned in the audio as details (“Two of them returned sweaters, and one returned a pair of shoes”), making them strong distractors.
3 Correct Answer: (A)
- Explanation: Mark states, “…they all wanted cash refunds instead.”
- Why the trap is wrong: Option (B) is the “Twist” trap. Lisa asks if Mark gave them “store credit,” and Mark says he “offered it, but…” they chose cash instead. Option (C) is not mentioned.
AUDIO SCRIPT
Mark: Hey Lisa. I’m finishing my shift now. Everything is fine, but the cash in the register is a bit low.
Lisa: Oh? Did we not have many customers today?
Mark: No, we actually had a lot of customers! But three people came in to return things. Two of them returned sweaters, and one returned a pair of shoes.
Lisa: Oh, I see. Did you give them store credit?
Mark: I offered it, but they all wanted cash refunds instead. So, I took the money from the register.
Lisa: That’s fine. I’ll make a note of it in the system. See you tomorrow, Mark!
Listening 5
Listen to the conversation between a manager and a staff member. Read the questions and choose the correct answer (A, B, or C).
1 Where will Sam put the returned shoes?
(A) In the empty boxes.
(B) On the shelves.
(C) On the floor.
2 Where should Sam put the sneakers?
(A) On the top shelf.
(B) On the middle shelf.
(C) On the bottom shelf.
3 When will Sam do this task?
(A) Right now.
(B) Tomorrow morning.
(C) After his lunch break.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The manager says, “I need you to put them back on the shelves.”
- Why the trap is wrong: Option (A) is a trap. Sam asks if he should put them in the boxes, but the manager says “No”. Option (C) is not mentioned.
2 Correct Answer: (C)
- Explanation: This is the “Twist”. The manager says, “put the sneakers on the bottom shelf.”
- Why the trap is wrong: Option (A) was the manager’s original plan, but that shelf is full. Option (B) is the location for the boots, not the sneakers.
3 Correct Answer: (C)
- Explanation: Sam says, “I’ll do it right after my lunch break.”
- Why the trap is wrong: Option (A) is what people usually expect in a work situation, but Sam explicitly states he will do it after lunch. Option (B) is not mentioned.
AUDIO SCRIPT
Manager: Hi Sam. We have a lot of returned shoes today. People exchanged them for different sizes.
Sam: I see. Should I put them in the empty boxes over there?
Manager: No, don’t put them in the boxes. I need you to put them back on the shelves.
Sam: Okay. Do you want the sneakers on the top shelf?
Manager: I originally wanted that, but the top shelf is already full. So, please put the sneakers on the bottom shelf, and the boots on the middle shelf.
Sam: Got it. Sneakers on the bottom, boots in the middle. I’ll do it right after my lunch break.
Manager: Thanks, Sam.