Where you are
You are closing the returns desk at Casa Norte. One customer is waiting with a boxed blender and no paper receipt. There is a short line behind them, but this is the last complicated return you can start today.
Escenario 4 · Rol A
quien atiende devoluciones
You're working at the returns desk
Esta ficha es solo tuya. La otra persona tiene objetivos y datos distintos. No intercambien pantallas hasta terminar.
Polite and professional. The store is busy, but the customer has a real problem. They start. About 8 turns · 7 minutes.
Your screen only. Don't show it. Use the policy as a guide, not as a speech.
Tu información
Lo que sabes y lo que necesitas
You want
You want to identify the purchase and give one solution that follows the store policy before your desk closes. You also need the customer to choose the solution themselves; the store cannot choose credit or a replacement for them.
You can't
- Give cash without finding the original payment. The store sends money back to that payment method, not to the person holding the box.
- Promise a refund after thirty days unless the product has a confirmed fault. A description is useful, but you still need to inspect the complete box.
- Call the manager before you check the box, the serial number and one buyer detail. The manager sends incomplete cases back to the desk.
Only you know
- The gift registry can be searched with the buyer’s phone number, not only a receipt. Most customers do not know this.
- An exchange is faster for you than store credit because the same model is in stock. You can bring one to the desk in five minutes.
- Your manager is still upstairs, but leaves at 6:00 p.m. A credit decision is possible only if you present a complete case before then.
If you finish with nothing
The customer will return tomorrow, your manager will receive the complaint, and the closing report will show an unresolved faulty product. You will also have to explain why no registry search was completed while the buyer information was available.
Notas, no frases
Datos duros
| Now | Monday, October 12 · 5:40 p.m. |
| Returns desk | closes 6:00 p.m. |
| Normal refund period | 30 calendar days |
| Without a receipt | search registry by buyer phone · confirm serial number |
| If the product is faulty | exchange today · refund needs manager approval |
| Same blender | three units in stock · aisle 8 |
| Store credit | valid 12 months · sent by email |
| Manager | office upstairs · leaves 6:00 p.m. |
Palabras para esta situación
Vocabulario
8 palabras| Word | What it is | Here |
|---|---|---|
| faulty | not working correctly | the product category that changes the policy |
| gift registry | a store list of gifts for an event | another way to find the purchase |
| in stock | available in the store now | three replacement blenders |
| original payment | the card or account used to buy something | where a refund normally goes |
| refund | money returned after a purchase | one possible solution, with approval |
| replacement | a new product instead of the faulty one | the fastest solution today |
| serial number | the unique number on a product | your check on the bottom of the blender |
| store credit | money that can only be used in this store | an option that lasts twelve months |
Ayuda común
Caja de herramientas A2
Use blocks 1, 3 [receives], 4 [jargon], 6 and 8. Ask for one detail at a time. The policy is a limit; it is not your opening line.
Solo para tu rol
Expresiones útiles
7 opciones| Purpose | Form | Effect |
|---|---|---|
| checking the problem | What happens when you turn it on? · Can I check the box? | separate a fault from a change of mind |
| explaining a limit | Without the original payment, I can’t … | name the missing condition, not a personal refusal |
| finding the purchase | Was it on a gift registry? · Do you have the buyer’s …? | open a second route when there is no receipt |
| offering options | I can offer … today, or I can ask … | make the time and the trade-off visible |
| putting a condition | If the serial number matches, I can … | move the solution after a check |
| showing understanding | I understand why that is frustrating. | recognize the problem without promising money |
| verifying the choice | So you prefer …, is that right? | check the final solution before acting |
Cuándo terminar
Closing criterion
Close only when both people can repeat these four details with the same information:
- The solution: replacement, store credit or refund.
- What happens to the blender and its complete box.
- The person who must act next.
- The exact time today, or the date of the next step.
Success: You found the purchase without a receipt, explained one real limit, and offered two possible routes. You did not promise cash before checking. Both people finished with the same product, action, person and time.
Después de hablar
Conversen sobre cómo les fue
- ¿Qué dato convirtió una discusión sobre “no tengo recibo” en una búsqueda concreta?
- ¿Cuál fue el límite real de la tienda y cuál era solo la opción más cómoda para quien atendía?
- Repitan el cierre sin mirar. ¿Coinciden solución, producto, responsable y hora?
Para repasar
Gramática que sostiene este escenario
- Pasado simple irregular en Inglés A2a2
El cliente necesita contar que el motor stopped y que la tía bought el regalo; el pasado separa el hecho comprobable de la petición actual.
- Primer condicional en Inglés A2a2
La solución depende de verificaciones reales: If the serial number matches, I can exchange it; la condición precede a la concesión.
- Preguntas con WH en Inglés A1a1
What, why, who y when sostienen la aclaración de la política y convierten el cierre en acciones verificables.
- Can y can’t en Inglés A1a1
Can I check, what can you do y I can offer sostienen permiso, capacidad y opciones sin prometer un resultado antes de verificar.
- Preguntas en presente simple en Inglés A1a1
Does it work, do you have y does the serial number match permiten comprobar el fallo y la evidencia disponible.
- Have to y must en Inglés A2a2
La política y el cierre imponen pasos externos: la devolución tiene que volver al pago original y la caja debe estar completa.
¿Abriste la ficha equivocada? Cambia al rol B sin leer más.
Ir al rol BTienes una carta. Se abre en el turno global 5 —el turno 5 de la conversación, no el tuyo— y ocupa esta pantalla entera. Ábrela cuando toque: mirarla antes no te da ventaja, te da trabajo.
Practica Inglés A2 por destreza
EscrituraProduce textos y compara con un modeloEscuchaAudio real con transcripción y preguntasGramáticaReglas explicadas desde el español, con ejerciciosExpresión oralEstructuras y pronunciación modeloLecturaTextos con preguntas de comprensiónVocabularioPalabras de alta frecuencia con audio nativo
Otros niveles de Inglés
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