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.
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.
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.
How did you do? Use the following pointers as a guideline to refine your answer.
- 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
- 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.
- Repeat the problem: You told us that you don’t see the refund on your credit card statement.
- Repeat the request: And you want to get the refund as soon as possible.
- 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.
- Wrap up: If you have any further questions on this issue, you can contact me at 000-000-0000.
Reading great sample answers is one way to improve. Go over the sample answer with your tutor. Ask questions if you have any.
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.
|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 don‘t 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.