2022_관광영어

Self-Assessment Scale CORRECT ANSWERS 0-2 3-6 7-8 COMMENT COMPLETE REVIEW REQUIRED PARTIAL REVIEW REQUIRED EXCELLENT B Complete the sentences with the words in the box. 1. Can you exactly what the problem is? 2. I’m very about that. 3. I for the inconvenience. 4. Can I you a full refund or an exchange? BASIC BASIC • sorry • offer • explain • apologize ⓒ A Listen and answer the questions. 1. What picture best fits the dialog? 2. Why did the man make a complaint? ⓐ Because the salesperson was rude and unprofessional. ⓑ Because the products he purchased were of worse quality than expected. ⓒ Because the woman did not offer the free gift she’d promised. ⓐ ⓑ Check Up C Look at the picture and complete the dialog. A: Welcome. How can I assist you? B: Hello. 1. A: Could you please explain exactly what the issue is? B: Look! 2. A: We’re very sorry about that. What would you like us to do for you? B: I’d like a full refund, please. BASIC Lesson 3 Handling Customer Complaints I 169