Returning goods – A2 English Listening Exercise
Listening 1
Listen to the conversation between a customer and a cashier. Read the questions and choose the correct answer (A, B, or C).
1 Why can’t the customer get a cash refund?
(A) He took off the tags.
(B) He lost his receipt.
(C) He bought the shirt too long ago.
2 Why did the customer want to return the shirt?
(A) He bought it by mistake.
(B) It was too small for him.
(C) He did not like the style.
3 What will the customer do next?
(A) Go home to find the receipt.
(B) Choose a different item in the store.
(C) Get his money back in cash.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The customer explicitly states, “I looked everywhere, but I lost it.” The cashier then confirms he cannot get a refund without it.
- Why the trap is wrong: Options (A) and (C) are very common rules for returning goods, but they are not the reason mentioned in this specific conversation.
2 Correct Answer: (C)
- Explanation: The customer says his reason clearly: “I just didn’t like the style.”
- Why the trap is wrong: Option (A) is a strong Vocabulary Trap. The customer uses the word “mistake” in the audio (“I threw it away by mistake”), but he is talking about throwing away the receipt, not buying the shirt. Option (B) is not mentioned.
3 Correct Answer: (B)
- Explanation: This is the “Twist.” Because he cannot get a refund, he accepts the exchange and says, “I’ll go look for a different shirt right now.”
- Why the trap is wrong: Option (C) is his original plan, but the cashier says no. Option (A) is a trap; he already “looked everywhere” and believes he threw it away, so he is not going home to look again.
AUDIO SCRIPT
Customer: Hi, I bought this shirt here a few days ago. I want to return it, please.
Cashier: Okay. Do you have the paper receipt with you?
Customer: I looked everywhere, but I lost it. I think I threw it away by mistake.
Cashier: Oh, I’m sorry. Without a receipt, I cannot give you a cash refund.
Customer: Really? That’s too bad. I just didn’t like the style. So I can’t return it?
Cashier: You can’t get your money back. But, you can exchange it for something else. You can pick another shirt or some pants for the same price.
Customer: Oh, that’s great! I’ll go look for a different shirt right now. Thank you!
Listening 2
Listen to the conversation between a customer and a customer service worker. Read the questions and choose the correct answer (A, B, or C).
1 What item does the customer want to return?
(A) A vacation bag.
(B) A pair of shoes.
(C) A tight shirt.
2 Why couldn’t the customer come to the store earlier?
(A) She was very sick.
(B) She lost her receipt.
(C) She was on vacation.
3 How many days does the store give customers to return things?
(A) 30 days.
(B) 45 days.
(C) 60 days.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The customer says right at the beginning, “I would like to return these shoes, please.”
- Why the trap is wrong: Option (A) is a trap. The customer mentions the word “vacation,” but she is not returning a bag. Option (C) uses the word “tight” (the shoes are tight), but she is not returning a shirt.
2 Correct Answer: (C)
- Explanation: The customer explains, “I was on vacation for a month, so I couldn’t come in earlier.”
- Why the trap is wrong: Options (A) and (B) are very common reasons for returning things late in real life, but they are not mentioned in this audio. The customer actually does have her receipt.
3 Correct Answer: (A)
- Explanation: The staff member clearly states, “…our store policy only allows returns within 30 days.”
- Why the trap is wrong: Option (B) is the major Numbers Trap. 45 days is the time that has already passed since the customer bought the shoes, but it is not the store’s rule.
AUDIO SCRIPT
Customer: Hi, I would like to return these shoes, please. They are a bit too tight for me.
Staff: I can help you with that. Do you have your receipt?
Customer: Yes, here it is.
Staff: Let me look… Ah, it says here you bought these exactly 45 days ago.
Customer: That’s right. I was on vacation for a month, so I couldn’t come in earlier. Can I get a refund?
Staff: I’m really sorry, but our store policy only allows returns within 30 days. Because it has been 45 days, I cannot accept them.
Customer: Oh no. Can I at least exchange them for a bigger size?
Staff: Unfortunately, no. The computer system will not allow any returns or exchanges after 30 days.
Listening 3
Listen to the conversation between a customer and a salesperson. Read the questions and choose the correct answer (A, B, or C).
1 What is the problem with the customer’s return?
(A) She lost the paper receipt.
(B) She cut the tags off the dress.
(C) She bought the dress too long ago.
2 Why did the customer wash the dress?
(A) Because it was dirty from the store.
(B) Because she spilled coffee on it.
(C) Because she planned to wear it to a party.
3 What will the customer do with the dress now?
(A) Keep it.
(B) Give it to a friend.
(C) Wear it to a party this weekend.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The customer explicitly says, “I cut the tags off.”
- Why the trap is wrong: Option (A) is a very common trap in return situations. The salesperson asks for the receipt, but the customer says, “I have the receipt right here.” Option (C) is not mentioned.
2 Correct Answer: (C)
- Explanation: The customer explains her reason clearly: “I planned to wear it to a party, so I washed it.”
- Why the trap is wrong: Options (A) and (B) are plausible reasons for washing clothes in real life, but they are not mentioned in this audio recording.
3 Correct Answer: (A)
- Explanation: At the end of the conversation, the customer says, “I guess I’ll just keep it then.”
- Why the trap is wrong: Option (C) is the “Twist” trap. She planned to go to a party earlier, but she “decided not to go.” Option (B) is not mentioned.
AUDIO SCRIPT
Customer: Hi. I’d like to return this dress, please. I bought it on Saturday.
Salesperson: Of course. Do you have the receipt and the paper tags?
Customer: I have the receipt right here. But, um, I cut the tags off.
Salesperson: Oh, let me see. And the dress smells like soap. Did you wash it?
Customer: Yes. I planned to wear it to a party, so I washed it. But then I decided not to go.
Salesperson: I’m very sorry. We cannot take the dress back. Our policy says we only accept clothes with the tags still on, and they must be unwashed.
Customer: Oh, I didn’t know that. I guess I’ll just keep it then.
Listening 4
Listen to the conversation between a customer and a cashier. Read the questions and choose the correct answer (A, B, or C).
1 Why does the customer want to return the toy car?
(A) It is broken.
(B) Her son already has one.
(C) She doesn’t like the color.
2 What is special about the customer’s receipt?
(A) It is missing.
(B) It is for a different store.
(C) It does not show the price.
3 What toy does the customer finally choose?
(A) A big robot.
(B) A toy car.
(C) A wooden puzzle.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The customer says, “…but he already has the same one,” which means it is a duplicate gift.
- Why the trap is wrong: Options (A) and (C) are common reasons for returns, but they are not mentioned in the audio.
2 Correct Answer: (C)
- Explanation: The customer explains, “I have a gift receipt. It doesn’t show the price, though.”
- Why the trap is wrong: Option (A) is a trap because the cashier asks if she has a receipt, but she does have one. Option (B) is not mentioned.
3 Correct Answer: (C)
- Explanation: This is “The Twist”. She wanted the robot, but changed her mind because it was too expensive and she didn’t have her wallet. She ends by saying, “I’ll take the puzzle instead.”
- Why the trap is wrong: Option (A) was her first choice, but she rejected it. Option (B) is the item she is returning.
AUDIO SCRIPT
Customer: Hi. Um, I’d like to exchange this toy car, please. My son got it for his birthday, but he already has the same one.
Cashier: I see. Do you have the receipt?
Customer: Yes, I have a gift receipt. It doesn’t show the price, though.
Cashier: That’s no problem. You can pick another toy for the same value.
Customer: Well, I really wanted that big robot over there… Oh, wait. It’s ten dollars more expensive, and I don’t have my wallet with me today.
Cashier: How about this wooden puzzle? It’s the same price as the car.
Customer: That looks great! My son loves puzzles. I’ll take that instead.
Cashier: Perfect. Let me wrap that for you.
Listening 5
Listen to the conversation between a customer and a shop assistant. Read the questions and choose the best answer (A, B, or C).
1 What size does the customer want to exchange the shoes for?
(A) Size 38
(B) Size 39
(C) Size 40
2 Why can’t the customer exchange the shoes?
(A) She does not have the receipt.
(B) The shoes are dirty and damaged.
(C) The store does not have her size.
3 What will the store do for the customer today?
(A) Give her a cash refund.
(B) Give her a new pair of shoes.
(C) Call her when the new shoes arrive.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The customer asks, “Can I exchange them for a size 39, please?”
- Why the trap is wrong: Option (A) is a major trap. Size 38 is the size she is returning because it is too small, not the size she wants. Option (C) is the size the staff has, but it is too big for her.
2 Correct Answer: (C)
- Explanation: The staff member says, “We do not have any size 39 left.” This means they are out of stock.
- Why the trap is wrong: Option (A) is a trap. The staff doesn’t reject her because of the receipt (she actually gives the receipt at the end). Option (B) is a common reason to reject a return, but it is not mentioned in the audio.
3 Correct Answer: (A)
- Explanation: This is the “Twist”. The staff offers: “I can give you a full cash refund instead,” and the customer accepts it.
- Why the trap is wrong: Option (B) was the customer’s original plan, but it cannot happen because the store is out of stock. Option (C) is a plausible action in real life, but it is not mentioned in the audio.
AUDIO SCRIPT
Customer: Hi, I bought these shoes here yesterday, but they are too small. They are a size 38. Can I exchange them for a size 39, please?
Staff: Let me check the computer… I’m so sorry. We do not have any size 39 left. We sold the last pair this morning.
Customer: Oh no. Do you have a size 40?
Staff: We do, but a size 40 will be much too big for you. Since we are out of stock, I can give you a full cash refund instead.
Customer: I really liked the shoes, but okay. I will take the refund. Here is my receipt.
Staff: Thank you. I will process that for you now.