Unit 4: Shopping
Communication – Tronc Commun Technologies
Introduction
Master shopping-related communication for various contexts including physical stores, online shopping, and customer service interactions.
Key Skills
• Asking for items
• Comparing products
• Handling transactions
Language Focus
• Shopping vocabulary
• Polite requests
• Negotiation phrases
Contexts
• Retail stores
• Online shopping
• Markets
1. In-Store Communication
Customer Phrases
Finding items:
• “Where can I find…?”
• “Do you have this in size…?”
• “Could you show me…?”
Checking details:
• “What material is this?”
• “Is this on sale?”
• “Can I try this on?”
Staff Responses
Assisting:
• “It’s in aisle…”
• “Let me check our stock”
• “The fitting rooms are…”
Transactions:
• “That’ll be…”
• “Cash or card?”
• “Would you like a receipt?”
Interactive Dialogue Builder
2. Online Shopping Communication
Customer Inquiries
Product questions:
• “What are the specifications?”
• “Is this item in stock?”
• “What’s the return policy?”
Order issues:
• “My order hasn’t arrived”
• “I received the wrong item”
• “Can I change my order?”
Customer Service
Responses:
• “The estimated delivery is…”
• “We can offer a refund or…”
• “Our policy states that…”
Technical help:
• “Have you tried clearing cache?”
• “I’ll escalate this issue”
• “Please check your spam folder”
Live Chat Simulator
3. Negotiation & Handling Complaints
Effective Phrases:
Polite Negotiation
• “Could you do a better price?”
• “I’d take it for…”
• “What’s your best offer?”
Making Complaints
• “I’m afraid there’s a problem”
• “This isn’t what I ordered”
• “The quality isn’t as expected”
Resolving Issues
• “Let me see what I can do”
• “We can offer…”
• “How can we make this right?”
Role Play Scenarios
Scenario 1: Price Negotiation
Situation: You want to buy a jacket priced at 300DH but want to pay 250DH
Scenario 2: Faulty Product
Situation: The phone you bought stopped working after 2 days