Returning goods – A2 English Listening Exercise
Listening 1
Listen to the conversation between a customer and a salesperson. Read the questions and choose the correct answer (A, B, or C).
1 Why does the customer want to exchange the bag?
(A) It is broken.
(B) She wants a different color.
(C) It is too small for her.
2 What color bag does the customer want to get today?
(A) Red
(B) Blue
(C) Black
3 What does the salesperson say is “great”?
(A) The bag still has the tags on it.
(B) The customer has the receipt.
(C) The store has a lot of blue bags.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The customer says, “the color doesn’t match my coat.” She wants to change the color.
- Why the trap is wrong: Option (A) is a trap. The salesperson asks, “Is there something wrong with it?” but the customer says, “No, it’s perfect.” Option (C) is not mentioned.
2 Correct Answer: (C)
- Explanation: The customer finally asks, “Do you have it in black?” and the salesperson goes to get it.
- Why the trap is wrong: Option (A) is the color of the bag she is returning. Option (B) is the “Twist” trap: she planned to get a blue one before, but changed her mind again to black.
3 Correct Answer: (A)
- Explanation: The salesperson explicitly says, “And the tags are still on this one, which is great.”
- Why the trap is wrong: Option (B) is a trap. The customer does have the receipt, but the salesperson does not use the word “great” for the receipt; he says “Excellent.” Option (C) is not mentioned.
AUDIO SCRIPT
Customer: Hi. I bought this bag here yesterday, but I changed my mind. I’d like to exchange it, please.
Salesperson: No problem. It’s a very nice red bag. Is there something wrong with it?
Customer: No, it’s perfect, but the color doesn’t match my coat. I planned to get a blue one, but now I think black is better. Do you have it in black?
Salesperson: Let me check… Yes, we do! And the tags are still on this one, which is great. Do you have the receipt?
Customer: Yes, it’s right here in my wallet.
Salesperson: Excellent. I will go to the back and get the black bag for you now.
Listening 2
Listen to the conversation between a customer and a cashier. Read the questions and choose the correct answer (A, B, or C).
1 Why is the customer returning the sweater?
(A) It is damaged.
(B) It is too big.
(C) It is the wrong color.
2 What does the customer decide to do?
(A) Get her money back.
(B) Exchange it for a smaller size.
(C) Buy a different style for her husband.
3 How will the store return the money to the customer?
(A) On a credit card.
(B) With a gift card.
(C) In cash.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The customer explicitly says, “…it is way too big for him.”
- Why the trap is wrong: Option (A) is a trap. The cashier asks, “Is it damaged?” but the customer replies “No.” Option (C) is a plausible reason but is not mentioned in the audio.
2 Correct Answer: (A)
- Explanation: The customer says, “I just want a refund, please.” A refund means getting your money back.
- Why the trap is wrong: Option (B) is the “Twist” trap. The customer says, “I thought about getting a smaller one, but…” she decided not to because her husband doesn’t like the style.
3 Correct Answer: (C)
- Explanation: The customer reminds the cashier, “I paid with cash yesterday,” and the cashier says, “Here is your cash.”
- Why the trap is wrong: Option (A) is a strong trap. The cashier mentions that they usually put the money on a credit card, but in this specific situation, the customer paid with cash.
AUDIO SCRIPT
Customer: Hi. I’d like to return this sweater, please.
Cashier: Sure. What’s the problem with it? Is it damaged?
Customer: No. Um, I bought it for my husband, but it is way too big for him.
Cashier: I see. Would you like to exchange it for a smaller size?
Customer: I thought about getting a smaller one, but he doesn’t like the style. So, I just want a refund, please. Here is my receipt.
Cashier: Okay, no problem. Usually, we put the money back on a credit card.
Customer: But I paid with cash yesterday. Can I get cash back?
Cashier: Oh, let me look at the receipt… You’re right. Here is your cash. Have a good day!
Listening 3
Listen to the conversation between a customer and a store staff member. Read the questions and choose the correct answer (A, B, or C).
1 What is the problem with the customer’s jacket?
(A) It is the wrong color.
(B) It is too big.
(C) It is damaged.
2 What is the store’s policy for SALE items?
(A) Customers can get a cash refund.
(B) Customers can exchange them for something else.
(C) Customers cannot return or exchange them at all.
3 How much time does the customer have to bring the jacket back?
(A) 7 days.
(B) 14 days.
(C) 30 days.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The customer explicitly says, “I bought a jacket yesterday, but it’s too big.”
- Why the trap is wrong: Options (A) and (C) are common problems with clothes, but they are not mentioned as the issue for this specific jacket. (Color is mentioned later as an option for exchange, not as the problem).
2 Correct Answer: (B)
- Explanation: The staff tells the customer, “…you can exchange it for a different size or color.”
- Why the trap is wrong: Option (A) is a trap. The staff clearly states, “You cannot get a cash refund.” Option (C) is the customer’s misunderstanding (“So I can’t return it at all?”), which the staff corrects.
3 Correct Answer: (A)
- Explanation: This is the “Twist” / Numbers trap. The staff says, “However, you only have 7 days to do it…”
- Why the trap is wrong: Option (C) is a major trap. 30 days is the return period for normal items, but the jacket was a sale item. Option (B) is not mentioned.
AUDIO SCRIPT
Customer: Hello, I want to ask about your return policy. I bought a jacket yesterday, but it’s too big.
Staff: Do you have the receipt? For normal items, you can return them within 30 days.
Customer: Yes, I have the receipt. But I bought it on sale. It was 50% off.
Staff: Ah, I see. Our policy is different for sale items. You cannot get a cash refund for them.
Customer: Oh no! So I can’t return it at all?
Staff: You can’t get your money back, but you can exchange it for a different size or color. However, you only have 7 days to do it, not 30 days.
Customer: Okay, 7 days. I will bring it in tomorrow. Thank you!
Listening 4
Listen to the conversation between a customer and a postal worker. Read the questions and choose the correct answer (A, B, or C).
1 What is the customer doing at the post office?
(A) Buying a new shipping box.
(B) Sending a package back to a store.
(C) Picking up some new clothes.
2 How will the customer pay for the shipping?
(A) She does not have to pay.
(B) She will pay with a credit card.
(C) She will pay the online store later.
3 Why should the customer keep the receipt?
(A) To get a cash refund from the post office.
(B) To buy another return label.
(C) To track the package online.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The customer says right at the beginning, “I need to send this package back to an online clothing store.”
- Why the trap is wrong: Option (C) is a trap. She mentions an “online clothing store,” but she is returning the clothes, not picking them up. Option (A) is a plausible post office activity, but she already has the box.
2 Correct Answer: (A)
- Explanation: This is the “Twist”. The postal worker says, “Actually, you don’t need to pay anything.”
- Why the trap is wrong: Option (B) is a strong trap. The customer says, “I have my credit card ready,” showing her intention to pay, but her plan changes because shipping is free.
3 Correct Answer: (C)
- Explanation: The postal worker tells her to keep it because “it has the tracking number on it. You can use it to check when the store gets the package” (which means tracking the package).
- Why the trap is wrong: Option (A) is a very common distractor in the “Returning goods” topic. Usually, a receipt is for a cash refund, but at a post office, this specific receipt is for tracking.
AUDIO SCRIPT
Customer: Hi, I need to send this package back to an online clothing store.
Postal Worker: Okay, let me see. Ah, you already have the return label on the box. That makes it easy. Let me just scan the barcode.
Customer: Great. How much do I need to pay for the shipping? I have my credit card ready.
Postal Worker: Actually, you don’t need to pay anything. The online store already paid for the return.
Customer: Oh, that’s wonderful! I thought I had to pay for it. So, am I all done?
Postal Worker: Almost. Here is your receipt. Keep it safe because it has the tracking number on it. You can use it to check when the store gets the package.
Customer: Perfect. Thank you for your help!
Listening 5
Listen to the conversation between a customer and a tech support worker. Read the questions and choose the correct answer (A, B, or C).
1 What is wrong with the radio?
(A) It needs new batteries.
(B) It does not turn on.
(C) The plug is broken.
2 How did the customer try to turn on the radio at home?
(A) She used new batteries.
(B) She plugged it into the wall.
(C) She asked her father for help.
3 What does the customer want to do now?
(A) Get a cash refund.
(B) Buy some batteries.
(C) Get a new radio.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The customer clearly states, “It still didn’t turn on.”
- Why the trap is wrong: Option (A) is a trap. The tech asks if she tried new batteries, but that is not the actual problem with the radio. Option (C) is a plausible reason for electronics to fail, but it is not mentioned in the audio.
2 Correct Answer: (B)
- Explanation: The customer says, “…I just plugged it into the wall.”
- Why the trap is wrong: Option (A) is the “Twist” trap. She planned to use batteries, but she didn’t have any at home, so she changed her method.
3 Correct Answer: (C)
- Explanation: The customer says, “Can I just exchange it for a new one instead?”
- Why the trap is wrong: Option (A) is a major trap. The tech worker offers her a “cash refund,” but she refuses because the radio is a gift for her father.
AUDIO SCRIPT
Tech: Hello. How can I help you today?
Customer: Hi. I need to return this radio. I bought it on Tuesday, but it doesn’t work.
Tech: I’m sorry about that. Did you try using new batteries?
Customer: I planned to use batteries, but I didn’t have any at home. So, I just plugged it into the wall. It still didn’t turn on.
Tech: Let me test it… You’re right, it’s dead. Would you like a cash refund?
Customer: Actually, it is a gift for my father. Can I just exchange it for a new one instead?
Tech: Certainly. I’ll get a new one for you right now.