COMPLAINTS • Revise CLOTHES / Present/Revise vocabulary for Christmas presents • Excuse me, please? / Can you help me? / Can I help you? • On Christmas Day / my birthday, my parents/friends/brother/sister gave me …. • But when I opened it / them, I found … • I bought this / these + ITEM(S) here last + DAY / MONTH / and … • It’s broken / damaged / faulty / chipped / ripped / dangerous / the wrong size. • There’s a button / piece / … missing / There are no instructions. • It’s got a hole / stain / rip / faulty zip. • It doesn’t fit / I don’t like it / it doesn’t suit me / it doesn’t work. • My friend / FAMILY MEMBER / doesn’t like it / it doesn’t fit / suit him / her / He / She has already got one. • Have you got the receipt? / I have the receipt / I don’t have a receipt / I’ve lost / forgotten the receipt. • What would you like to do? / I’d like to change it / I’d like my money back / a replacement. • That’s no problem / I’m afraid that’s not possible because you have no receipt / it’s been used / worn / it was in the sale / it was already reduced / a special offer. • I’m happy with that / That’s unsatisfactory / I’d like to speak to the manager / I have explained … / Your assistant said … • I will take the matter further / Thank you for your help. END OF UNIT ASSESSMENT: Speaking Pupils prepare and perform a sketch set in a shop in which they return faulty goods and complain. To include: (Customer) • Item bought • Problem • Action required (Shop Assistant) • Transactional language with appropriate form of address • Initial protest/contradiction of customer • Agreement to respond positively/compromise