TOEIC lesson 23: Furniture Store

Directions

In this lesson, your tutor will help you go over a type-5 question from TOEIC speaking test. Your tutor will read the question to you, and you have 60 seconds to answer on your own.

Test Question

Directions: In this part of the test, you will presented with a problem and asked to propose a solution. You will have 30 seconds to prepare. Then you will have 60 seconds to speak.

Question 10

In your response, be sure to:

  • show that you recognize the problem, and
  • propose a way of deal with the problem

(Tutor: read the text to the student. The question is not presented to the student in the actual test)

Hello. This is Gregory Peck. I ordered a queen size bed frame with a mattress from Idea Furniture store on June 4th, and I paid the full amount on the spot with a credit card. At that time, your store manager was friendly and helpful. I asked him to deliver the furniture by the Friday week after, June 17th. On Wednesday, I got a voice message from your warehouse confirming the delivery on Friday, June 10th. I returned the call and said the delivery date was incorrect and that I had requested this furniture to be delivered not this Friday but next Friday. The customer support person said that the delivery date could not be changed and I will be charged additional $100 for rescheduling the delivery. I told her additional charge is unfair because I requested for the furniture to be deliver on next Friday in the first place. She repeated that she doesn’t have the authority to reschedule in a rude manner. I ended the conversation and then made another call to cancel the entire order. I submitted a cancellation request form with the complaints in details. However, my credit card statement still shows the charge for the furniture. I am losing my patience with your company, and I want you to call me immediately at 123-456-7890.

Brainstorm

How did you do? Use the following pointers as a guideline to refine your answer.

  1. Make note of the key facts
    • Who is calling? Gregory Peck, a customer
    • Why is he calling? He canceled his furniture order but doesn’t see the refund on his credit card statement
    • What is he asking for? He wants to get refund for his canceled order
  2. Come up with a solution
    • Say who you are: Hello, Mr. Peck. This is XXX calling from the Idea Furniture Store
    • Say why you are calling: I am returning your voice message.
  3. Repeat the problem: You told us that you don’t see the refund on your credit card statement.
  4. Repeat the request: And you want to get the refund as soon as possible.
  5. Propose a solution:
    • First of all, I apologize for your inconvenience with the misplaced delivery order and the refund issue.
    • You said that you had already cancelled your order over a phone call and also submitted the cancellation form but the refund hasn’t been issued.
    • It looks like we made a note to cancel your order but did not process the refund yet. I just went ahead and confirmed order cancellation and issue a full refund.
    • We will go through the customer support recordings and try to improve the customer support quality.
    • Once again, we apologize for your inconvenience.
  6. Wrap up: If you have any further questions on this issue, you can contact me at 000-000-0000.

Sample Answer

Reading great sample answers is one way to improve. Go over the sample answer with your tutor. Ask questions if you have any.

Sample Answer

Hello Mr. Gregory Peck. This is XXX, the customer support manager at the Idea Furniture Store. I am returning your voice message. First of all, I apologize for your inconvenience with the misplaced delivery order and the refund issue. You said that you had already cancelled your order over a phone call and also submitted the cancellation form but the refund hasn’t been issued. It looks like we made a note to cancel your order but did not process the refund yet. I just went ahead and confirmed order cancellation and issue a full refund. It usually takes a couple days for the bank to process the refund. We will go through the customer support recordings and try to improve the customer support quality. Once again, we apologize for your inconvenience. If you have any further questions on this issue, please contact me at 000-000-0000.

Further Study

Got more time? Here is a list of common vocab words related to the text you studied today. Go over each one with your tutor.

Additional Expressions

bed frame (n)  a part of a bed used to position the mattress
e.g. The bed frames were made from steel, while the mattress was made up of straw.
warehouse (n) a building, or a part of one, for the storage of goods, merchandise, etc.
e.g. I loaded containers in the warehouse.
on the spot (idiom) immediately
e.g. We fell in love with the puppy and bought him on the spot.
request (v) ask for something in a polite or formal way
e.g. He requested a table near the window.
customer support /service (n) services to assist customers
e.g. For technical assistance, contact customer support.
have authority to~ (idiom) can make the decision to do~
e.g. I dont have the authority to decide on this matter.
issue refund (v) to make repayment
e.g. The company is now issuing refunds to their users.
apologize for~ (idiom) to make an apology for~
e.g. We apologize for the mistake and promise that it won’t happen again.
lose patience (idiom) become impatient with someone or something
e.g. Those people have been waiting for hours, and they’re starting to lose patience.
inconvenience (n) trouble or problems
e.g. I hope this delay doesn’t cause you any inconvenience.
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