Shopping: making the customer satisfied

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Overview of the learning object

Title: Shopping: making the customer satisfied

Target group: students getting the profession Shop-assistant with minimum base of English-B1

Duration: 8 academic hours

Description of the learning object: This learning object consists of illustrated vocabulary development exercises, grammar lessons, narratives or brief readings, and exercises on employment-related topics. It is meant to provide the students with confidence in a professional setting where knowledge of the terminology in English is presumed. In addition to the relevant vocabulary, the students are also guided in terms of the language structures needed in a professional setting. They will learn how to form and ask questions, answer enquiries as well as describe processes.
Assessment is based on individual work with vocabulary and language-structured exercises. Grading is based on individual work with vocabulary and answers to the short tasks presented by the students for reviewing at the end of each of the four units that comprise the learning object.

Content: The first section "Resolving problems" focuses on shop talk about identifying customers' problems in various departments, including job-specific vocabulary, simple expressions and explanations, social language. The second section "Return an item to a shop and get a refund" addresses shop conversation and development of special vocabulary. The third section "Complaints management" focuses on speaking practical exercises how to make customers satisfied. Topics in the fourth section "Writing a letter of complaint" focuses on development writing skills how to write a letter of complaint.

Course instructors: Natalja Varkki Maria Shustova

E-object publication: 2011

Educational institution: Narva Vocational Training Centre







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