Cue Card

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

You should say:

• when it happened
• what you bought
• what the problem was; and
• explain how you felt about the experience.

Sample Part 3 Questions

1. When have you received good customer service?
2. What are the differences between shopping on the internet, and shopping in a store?
3. What kind of problems do people have when they go shopping?
4. What should people do if they have a problem with something they’ve bought online?

Sample Cue Card Answer

I was trying to buy a new laptop online, but the website kept freezing on me. I had already spent 20 minutes filling out my cart and entering my payment info, but every time I tried to click 'complete order', the page would just spin and spin. I tried refreshing, clearing my cache, and even using a different browser, but nothing worked. I was getting so frustrated - I just wanted to get my new laptop and be done with it.

Finally, I decided to call the customer service number, but of course, it was one of those automated systems that makes you wait on hold for 10 minutes before you can even talk to a human. When I finally got through, the rep told me that their website was experiencing 'technical difficulties' and that I should try again later. Are you kidding me? I've been trying for an hour already!

I ended up having to go to the physical store to buy the laptop, which was a whole other adventure. The salesperson tried to upsell me on a bunch of extra features I didn't need, and when I asked to see the laptop in person, they told me they were out of stock. I was about to leave when I saw it on the shelf right behind them. I mean, come on - can't you just be honest with me?

Cue Card Answer Key Phrases and Idioms

technical difficulties

a polite way of saying that a computer system or website is not working properly

The website is experiencing technical difficulties, please try again later.

The airline's check-in system was down due to technical difficulties.

upsell

to try to sell someone a more expensive or upgraded version of something

The salesperson tried to upsell me on a fancier TV.

The car dealer tried to upsell me on a more expensive model.

Sample Part 3 Answers

When have you received good customer service? I recall a time when I received exceptional customer service while shopping online. I had ordered a pair of shoes from a popular retailer, but when they arrived, they were the wrong size. I was disappointed, but I decided to contact the company's customer service department to see if they could help me resolve the issue. To my surprise, the representative was extremely helpful and apologetic. She listened attentively to my problem and offered to exchange the shoes for the correct size without any additional shipping costs. What impressed me most was that she also offered a discount on my next purchase as a gesture of goodwill. I was blown away by her kindness and professionalism. The whole experience was seamless, and I ended up receiving the correct size shoes within a week. The representative's excellent customer service turned a potentially negative experience into a positive one, and I've been a loyal customer of that retailer ever since.

What are the differences between shopping on the internet, and shopping in a store? One of the main differences between shopping online and in-store is the level of personal interaction. When you shop in a store, you have the opportunity to interact with sales associates, ask questions, and get immediate feedback. In contrast, online shopping can feel more impersonal, and you have to rely on product descriptions and reviews to make informed decisions. However, online shopping offers the convenience of browsing and purchasing from anywhere, at any time, which can be a huge advantage for people with busy schedules. On the other hand, in-store shopping allows you to see and touch products before buying, which can be important for certain types of purchases, like clothing or furniture. Ultimately, the choice between online and in-store shopping depends on your personal preferences and what you're looking for.

What kind of problems do people have when they go shopping? One common problem people face while shopping is finding the right size or fit. Whether it's trying on clothes, shoes, or accessories, it can be frustrating when you find something you love, only to discover that it doesn't fit quite right. I've experienced this myself, especially when shopping online, where sizing can be inconsistent across brands. Another issue people often encounter is dealing with long lines or crowded stores, which can be overwhelming and stressful. Additionally, some people may struggle with finding products that meet their specific needs or preferences, such as gluten-free or vegan options. These types of problems can make shopping a frustrating experience, but many retailers are working to address these issues by offering services like free returns, size charts, and personalized recommendations.

What should people do if they have a problem with something they’ve bought online? If someone has a problem with something they've bought online, the first step is to contact the retailer's customer service department as soon as possible. It's essential to have all the order details and a clear description of the issue ready, so you can provide the representative with the necessary information to assist you. If the issue is with the product itself, such as a defect or incorrect item, the retailer should offer a replacement or refund. If the problem is with the shipping or delivery, the retailer may need to investigate and provide a resolution, such as resending the item or offering a discount on the next purchase. It's also crucial to keep records of all communication, including emails, chat logs, or phone calls, in case you need to escalate the issue. By being proactive and providing detailed information, you can increase the chances of resolving the problem efficiently and effectively.

Part 3 Key Phrases and Idioms

seamless

smooth and efficient, without any problems or difficulties

The customer service representative made the return process seamless, and I received my refund quickly.