General Listening Quiz

"Store Returns"

Level: Topic: Speakers: Length:
difficult shopping two men 01:51

Pre-Listening Exercise

What are some reasons why you would return merchandise to a store? What return policies do stores have in your area?


"go to the dogs" = become worse and/or decrease in quality
"Don't shop there! Their business is going to the dogs, and when I tried to return a faulty radio, they refused my request."

"blow one's top" = get very angry suddenly
"I almost blew my top when the store said they wouldn't give me my money back."

Listening Exercise

A. Listen to the recording and answer the questions.

The man is trying to return ______ to the store.

Customer: Yes, I'd like to return this sweater for a refund. I bought a week ago.

The man wants to return the item because _____.

Customer: Well, isn't it obvious by just looking at it? The first time I washed and dried it, the thing shrank at least five sizes. It wouldn't even fit an emaciated snake.

The store clerk offers to ______.

Store Clerk: Listen, sir. We take a lot of pride in our clothing. What I can do is allow you to exchange the sweater for another one.

The store clerk won't accept the item back because _____.

Store Clerk: And anyway, you can only return items with a receipt within six days, and unfortunately, that was yesterday in your case.

How does the conversation end?

Customer: Here. Take your sweater. You should open up a pet store and sell it as a dog sweater.

Post-Listening Exercise

Create your own conversations involving returns, refunds, and exchanges. Use some of these words to prepare your ideas: stainedcrackedchippeddamagedbroken, and torn. Then, use infinitives (e.g., It needs to be fixed) or gerunds (e.g., It needs repairing) to suggest solutions.

Online Investigation

Imagine that you want to buy a computer from two online retailers. Two examples could be and; however, before you make your purchase, you want to check the return policies for each company in case their is a problem with the computer, and you need to return it. Choose two companies (which could include the ones mentioned above or your own choice) and use the Internet to find out specific information about their return policies. Do they accept returns for any reason or only if the product is defective? Within what time period do you have have to return an item? Who covers return shipping costs?