Returning goods – A2 English Listening Exercise
Listening 1
Listen to the automated phone message. Read the questions and choose the correct answer (A, B, or C).
1 What number should a customer press to return a product?
(A) 1
(B) 2
(C) 3
2 What must a customer have to return an item?
(A) A paper receipt.
(B) A credit card.
(C) The original box.
3 Why would a customer press 3?
(A) To hear the message again.
(B) To buy some new clothes.
(C) To talk to a store worker.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The automated voice says, “If you need to return a product… please press 2.”
- Why the trap is wrong: Options (A) and (C) are traps. Number 1 is for buying new items, and number 3 is for speaking to a staff member.
2 Correct Answer: (A)
- Explanation: The message clearly states, “Remember, you must have your paper receipt to return things.”
- Why the trap is wrong: Options (B) and (C) are plausible things you might need when returning goods in real life, but they are not mentioned in this audio recording.
3 Correct Answer: (C)
- Explanation: The voice says to press 3 if you “want to speak to a staff member.” A staff member is the same as a store worker.
- Why the trap is wrong: Option (A) is a trap because you need to press “0” to hear the message again. Option (B) is a trap because you need to press “1” to buy new clothes.
AUDIO SCRIPT
Automated Voice: Thank you for calling Star Clothing. We are happy to help you today. Please listen carefully to the following options.
If you want to buy a new item or ask about our sizes, please press 1.
If you need to return a product or want to hear our return policy, please press 2. Remember, you must have your paper receipt to return things.
Finally, if you have another problem and want to speak to a staff member, please press 3.
To hear this message again, please press 0.
Listening 2
Listen to the instruction video on a store’s website. Read the questions and choose the correct answer (A, B, or C).
1 What is the first step to return an item?
(A) Pay for a new return label.
(B) Print the return label from an email.
(C) Write an email to the store manager.
2 Where should the customer put the return label?
(A) Inside the box with the clothes.
(B) On the original clothing tags.
(C) On the outside of the box.
3 Where does the customer need to take the box?
(A) To a post office.
(B) To a physical clothing store.
(C) To a local supermarket.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The host clearly says, “First, go to your email and print the return label.”
- Why the trap is wrong: Option (A) is a Negative Trap. The audio says you “don’t need to pay” for a new one. Option (C) uses the word “email”, but you don’t write an email, you just open it to print the label.
2 Correct Answer: (C)
- Explanation: The host says, “…stick the printed label on the outside of the box.”
- Why the trap is wrong: Option (A) is a strong Negative Trap. The host explicitly warns: “Do not put the label inside!” Option (B) is not mentioned in this video.
3 Correct Answer: (A)
- Explanation: The host instructs: “Finally, take the box to your nearest post office.”
- Why the trap is wrong: Option (B) is another Negative Trap. The host says, “Please do not bring it to our physical clothing stores.” The audio mentions the clothing store, making it a very distracting trap for students who only listen for keywords without understanding the sentence.
AUDIO SCRIPT
Video Host: Welcome to our website! Do you need to return an item? Don’t worry, it’s very easy. Just follow these three simple steps.
First, go to your email and print the return label. You don’t need to pay for a new one.
Then, put your item inside a box. You can use the original box if you want. After that, stick the printed label on the outside of the box. Do not put the label inside!
Finally, take the box to your nearest post office. Please do not bring it to our physical clothing stores, because we cannot accept online returns there.
That’s it! We will refund your money in a few days.
Listening 3
Listen to a customer’s voicemail message to a store. Read the questions and choose the correct answer (A, B, or C).
1 What did David find inside his package?
(A) A white shirt.
(B) A black T-shirt.
(C) A new jacket.
2 Why does David decide to return the item?
(A) It has a hole in it.
(B) He does not like the color.
(C) It is the wrong size for him.
3 What does David want customer service to do?
(A) Send him an email.
(B) Give his money back.
(C) Call him on the phone.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: David explicitly says, “…but inside the box, there was a black T-shirt.”
- Why the trap is wrong: Option (A) is the main trap. A “white shirt” is what he ordered, not what he actually received/found in the box. Option (C) is not mentioned.
2 Correct Answer: (C)
- Explanation: He says that the T-shirt is “too small for me.”
- Why the trap is wrong: This is the “Twist” trap. He says, “I thought about keeping it, but…” he can’t because of the size. Options (A) and (B) are plausible reasons to return clothes but are not mentioned in the audio.
3 Correct Answer: (C)
- Explanation: David says, “Please call me back at 555-0198.”
- Why the trap is wrong: Option (B) is a trap. He doesn’t ask for his money back (a refund); he says, “I really need the correct item,” so he just wants them to fix the mistake. Option (A) is a common customer service action, but he specifically asks for a phone call.
AUDIO SCRIPT
Customer (Voicemail): Hello, this is a message for customer service. My name is David. I got my package this morning, but I think you made a mistake with my order. I ordered a white shirt for work, but inside the box, there was a black T-shirt. I thought about keeping it, but it is too small for me. I really need the correct item before Friday. Please call me back at 555-0198. I will be at home after 4 PM today. Thank you.
Listening 4
Listen to the store announcement. Read the questions and choose the correct answer (A, B, or C).
1 What must customers keep if they want to return an item?
(A) Their paper receipt.
(B) Their credit card.
(C) The store’s shopping bag.
2 How many days do customers have to return electronics?
(A) 7 days.
(B) 14 days.
(C) 30 days.
3 What is the rule about the item’s tags?
(A) The cashier will take them off at the checkout.
(B) They must still be on the items.
(C) Customers can put them in their pockets.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (A)
- Explanation: The announcement says, “Please remember to keep your paper receipt… you must bring the receipt with you.”
- Why the trap is wrong: Options (B) and (C) are plausible things you might have when shopping, but they are not mentioned in this audio as a requirement for returning goods.
2 Correct Answer: (B)
- Explanation: The voice says, “…for electronics: you only have 14 days to bring them back.”
- Why the trap is wrong: Option (C) is a major Numbers Trap. Customers have 30 days for most items (like clothing), but the question specifically asks about electronics, which has a different rule (The Twist). Option (A) is not mentioned.
3 Correct Answer: (B)
- Explanation: The announcement clearly states, “…all items must still have the original tags on them.”
- Why the trap is wrong: Option (A) is a trap. Sometimes cashiers do this in real life, but the announcement says the store “cannot accept clothes without tags.” Option (C) is not mentioned.
AUDIO SCRIPT
Store Announcement: Attention all shoppers. Thank you for visiting MegaMart today. Please remember to keep your paper receipt after you pay at the checkout. If you need to return or exchange any clothing items, you must bring the receipt with you. You have 30 days to return most items for a full cash refund. However, please note our special rule for electronics: you only have 14 days to bring them back. Finally, all items must still have the original tags on them. We cannot accept clothes without tags. Thank you for shopping with us, and have a great day!
Listening 5
Listen to a video blog (vlog) where someone shares their shopping experience. Read the question and choose the best answer (A, B, or C).
1 Why did the vlogger return the jeans?
(A) They were the wrong color.
(B) They were too small for her.
(C) They had a small hole in them.
2 Where did the vlogger plan to wear the jeans?
(A) To a birthday party.
(B) To the shopping mall.
(C) To her workplace.
3 What did the vlogger finally get from the store?
(A) A new pair of jeans.
(B) A cash refund.
(C) A different piece of clothing.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (C)
- Explanation: The vlogger clearly says, “There was a small hole in the back pocket!”
- Why the trap is wrong: Option (A) is a trap. She mentions the color, but she says she “loved the color.” Option (B) is also a trap. She mentions “size” later in the audio, but it was not the reason she returned the jeans in the first place.
2 Correct Answer: (A)
- Explanation: She says, “I planned to wear them to my friend’s birthday party.”
- Why the trap is wrong: Option (B) is a trap. The mall is where she bought the jeans, not where she planned to wear them. Option (C) is plausible in real life but is not mentioned.
3 Correct Answer: (B)
- Explanation: This is the “Twist”. The vlogger says, “So, I just got a cash refund instead.”
- Why the trap is wrong: Option (A) is the main trap. She went to the store “to get a new pair” (her original plan), but they didn’t have her size, so she couldn’t get them.
AUDIO SCRIPT
Vlogger: Hi guys! Welcome back to my channel. Today, I want to talk about my shopping trip last week. I bought a really nice pair of blue jeans from the mall. I loved the color and I planned to wear them to my friend’s birthday party. But when I got home, I found a problem. There was a small hole in the back pocket! I was so sad. I took them back to the store yesterday to get a new pair. Unfortunately, they didn’t have my size anymore. So, I just got a cash refund instead. Make sure you always check your clothes carefully before you buy them!