Cue Card

Describe a problem you had while shopping in a store or online

You should say:

• when it was
• what you were buying
• what the problem was; and
• explain what the outcome was.

Sample Part 3 Questions

1. What are some ways a company can provide good customer service?
2. What are some differences between shopping online and shopping in a physical store?
3. What kinds of problems do customers often have when shopping online?
4. What do you think people should do when they have a problem with something they’ve bought online?
5. How can companies use customer complaints to improve the service they provide to customers?
6. What kinds of problems do people have when they buy extremely cheap products?

Sample Cue Card Answer

I was trying to buy a new laptop online, but the website kept crashing every time I tried to check out. I had already spent hours researching and comparing prices, and I was finally ready to make a purchase. But every time I clicked the 'buy now' button, the site would freeze and I'd get an error message. I tried refreshing the page, clearing my cookies, even switching to a different browser, but nothing worked.

I was getting frustrated, but I didn't want to give up. I really needed a new laptop for work, and I had my heart set on this particular model. So, I decided to take a different approach. I opened up the website on my phone and tried to check out from there. To my surprise, it worked like a charm. I was able to complete my purchase in just a few minutes, and I even got a confirmation email with all the details.

It was a small victory, but it got me thinking about how often we take technology for granted. We assume that websites and apps will just work, without any hiccups or glitches. But the truth is, technology is only as good as the people who design and maintain it. And sometimes, even with the best intentions, things can go wrong. But with a little persistence and creativity, we can often find a way to overcome those obstacles and get what we need.

Cue Card Answer Key Phrases and Idioms

crash

to stop working or functioning suddenly and unexpectedly

The website crashed, and I lost all my work.

The computer crashed, and I had to restart it.

freeze

to become stuck or unable to move or function

The computer froze, and I couldn't do anything.

The website froze, and I had to refresh the page.

glitch

a small problem or fault in a system or machine

There was a glitch in the system, and it caused a delay.

The new software had a few glitches, but they were easy to fix.

Sample Part 3 Answers

What are some ways a company can provide good customer service? One way a company can provide good customer service is by having a clear and concise return policy. I remember when I bought a pair of shoes online that didn't fit quite right. I was able to easily return them and get a full refund without any hassle. The company even offered to pay for the return shipping, which was a nice touch. This experience made me feel confident in the company's commitment to customer satisfaction and I ended up becoming a repeat customer.

What are some differences between shopping online and shopping in a physical store? One major difference between shopping online and shopping in a physical store is the ability to read reviews and compare prices easily. When I'm shopping online, I can quickly scan through reviews from other customers to get a sense of the product's quality and any potential issues. I can also easily compare prices across different websites to find the best deal. In a physical store, it's harder to do this kind of research on the spot, and I often find myself relying on the sales associate's opinion or my own intuition.

What kinds of problems do customers often have when shopping online? One common problem customers have when shopping online is difficulty with sizing and fit. I once ordered a dress online that looked great in the pictures, but when it arrived, it was way too small. I had to go through the hassle of returning it and waiting for a new size to be shipped. To avoid this, I now make sure to carefully read the size chart and reviews from other customers before making a purchase online.

What do you think people should do when they have a problem with something they’ve bought online? When I have a problem with something I've bought online, I think it's best to contact the company's customer service department right away. I recently had an issue with a defective product, and I was able to email the company and get a response within a few hours. They offered to replace the product and even sent me a prepaid return label, which made the process really easy. Being proactive and reaching out to the company as soon as possible can often resolve the issue quickly and efficiently.

How can companies use customer complaints to improve the service they provide to customers? Companies can use customer complaints to improve their service by taking the feedback seriously and making changes to their products or processes. I once complained to a company about a product that was consistently out of stock, and they ended up increasing their inventory and implementing a better system for tracking stock levels. This not only fixed the problem but also showed me that the company was committed to listening to customers and making improvements.

What kinds of problems do people have when they buy extremely cheap products? When people buy extremely cheap products, they often have problems with quality and durability. I once bought a super cheap pair of headphones that broke after only a few uses. The sound quality was also really poor, and I ended up having to replace them with a more expensive pair. In hindsight, I should have done more research and read reviews before making the purchase, but the low price was tempting. Now I know that you often get what you pay for, and it's worth investing in higher-quality products that will last longer.

Part 3 Key Phrases and Idioms

get what you pay for

the idea that the quality of something is directly related to its price

I bought a cheap pair of shoes and they fell apart after a week. I guess you get what you pay for.

I'm willing to pay a bit more for a good pair of headphones because I know I'll get what I pay for.