Filing a warranty claim

1. Film in the standard version.

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moduł 20.2

moduł 20.2

Film dostępny na portalu epodreczniki.pl

moduł 20.2

2. Film with subtitles.

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moduł 20.2

moduł 20.2

Film dostępny na portalu epodreczniki.pl

moduł 20.2

3. Film with subtitles and pauses. Listen and repeat after the speaker.

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moduł 20.2

moduł 20.2

Film dostępny na portalu epodreczniki.pl

moduł 20.2

4. Film with subtitles and narration.

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moduł 20.2

moduł 20.2

Film dostępny na portalu epodreczniki.pl

moduł 20.2

Goods and services

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moduł 20.2, The buyer is a person who purchases goods and services.They can compare information about those goods and services in various ways, for example, by checking the offer at different points of sale.On the basis of different information they make their purchase decisions. What can the buyer take into consideration?It can be different factors, for example: price, shape, colour, size, quality, and even whether... … the buyer and seller will like each other. The seller has a great impact on the decision. What are goods?Those are material things that can be seen or touched. What goods can the buyer purchase?There are countless examples: computers, TVs, furniture, camping equipment, etc. Daily necessities such as: toothpaste, washing powder, toilet paper, magazines. Luxury good: jewellery, watches, etc. … and even an aeroplane. As you can see, there are many types of goods that the consumer can buy. What is the difference between goods and services? Services are immaterial - they cannot be seen or touched. For example, if you want a new haircut, you go to the hairdresser. When you want to wash your clothes, you visit a laundry. If you want to fix your shoes, you go to the shoemaker. Consider whether the differences between goods and services are always obvious.

moduł 20.2, The buyer is a person who purchases goods and services.They can compare information about those goods and services in various ways, for example, by checking the offer at different points of sale.On the basis of different information they make their purchase decisions. What can the buyer take into consideration?It can be different factors, for example: price, shape, colour, size, quality, and even whether... … the buyer and seller will like each other. The seller has a great impact on the decision. What are goods?Those are material things that can be seen or touched. What goods can the buyer purchase?There are countless examples: computers, TVs, furniture, camping equipment, etc. Daily necessities such as: toothpaste, washing powder, toilet paper, magazines. Luxury good: jewellery, watches, etc. … and even an aeroplane. As you can see, there are many types of goods that the consumer can buy. What is the difference between goods and services? Services are immaterial - they cannot be seen or touched. For example, if you want a new haircut, you go to the hairdresser. When you want to wash your clothes, you visit a laundry. If you want to fix your shoes, you go to the shoemaker. Consider whether the differences between goods and services are always obvious.

Film dostępny na portalu epodreczniki.pl

moduł 20.2, The buyer is a person who purchases goods and services.They can compare information about those goods and services in various ways, for example, by checking the offer at different points of sale.On the basis of different information they make their purchase decisions. What can the buyer take into consideration?It can be different factors, for example: price, shape, colour, size, quality, and even whether... … the buyer and seller will like each other. The seller has a great impact on the decision. What are goods?Those are material things that can be seen or touched. What goods can the buyer purchase?There are countless examples: computers, TVs, furniture, camping equipment, etc. Daily necessities such as: toothpaste, washing powder, toilet paper, magazines. Luxury good: jewellery, watches, etc. … and even an aeroplane. As you can see, there are many types of goods that the consumer can buy. What is the difference between goods and services? Services are immaterial - they cannot be seen or touched. For example, if you want a new haircut, you go to the hairdresser. When you want to wash your clothes, you visit a laundry. If you want to fix your shoes, you go to the shoemaker. Consider whether the differences between goods and services are always obvious.

Ordering goods to a shop

An owner of a garden shop wants to order some goods. He is calling a new warehouse. The conversation is about pricing and delivery.

O: Good morning!

W: Good morning, how can I help you?

O: I would like to order some goodsmaae2ee99db24db4a_1498561867391_0order some goods. I run a garden shop.

W: We have alarge assortment selectionmaae2ee99db24db4a_1498562242734_0large assortment selection. What exactly are you interested in?

O: I need goods from a few categories. That would be, among others, fertilizers, gardening tools, lawn mowers, seeds. I already prepared a list. I would like to know themaae2ee99db24db4a_1498562252684_0maae2ee99db24db4a_1498562252684_0pricingmaae2ee99db24db4a_1523607404030_0pricing that I can count on in case of bigger purchases.

W: We have a special offermaae2ee99db24db4a_1498562268923_0special offer for garden shops and centres. Most of all, we offer fixed and low prices. We also have a discount systemmaae2ee99db24db4a_1498562276111_0discount system. We can also negotiate an extended term of paymentmaae2ee99db24db4a_1498562285514_0extended term of payment. We can discuss precise pricing and discounts, once I know what exactly you would like to purchase.

O: How can I place an ordermaae2ee99db24db4a_1498562301854_0place an order?

W: After selecting the goods, you can fill an electronic form on our webpage or send the order by e‑mail. At the start, you can send the order by e‑mail and I will make a price calculationmaae2ee99db24db4a_1498562252684_0price calculation for you.

O: Alright. I understand that I can count on your help with selecting the right product? I have indicated on the list, which brands I have doubts about.

W: Of course. Please send the list. I will try to help.

O: And what can you tell me about delivery?

W: Standard deliverymaae2ee99db24db4a_1498563517042_0delivery time is 7 days. With large orders, the goods are packed on europallets.

O: I understand. First, I will send you the list and ask for the pricing.

W: Alright. I will call you back, once I have the calculation ready. We will discuss the possibilities. I forgot to add that we do not accept payment in cashmaae2ee99db24db4a_1498562339420_0payment in cash. It is only possible to pay by bank transfermaae2ee99db24db4a_1498562348885_0pay by bank transfer or apayment cardmaae2ee99db24db4a_1498563047023_0payment cardat the warehouse.

O: I understand. When will I receive the invoicemaae2ee99db24db4a_1498562353580_0invoice?

W: The document will arrive with the goods. I will also send you an electronic version.

O: Thank you for your help. Goodbye.

W: Thank you, as well. Goodbye.

Placing an order

This material shows an e‑mail correspondence regarding placing an order in a photo shop.

Good morning,

I am sending you the price calculationmaae2ee99db24db4a_1498562652568_0price calculation for the photo equipment. The set includes: camera body, fixed‑focus lens, tripod, reflector, photo bag and 32 GB memory card. The total order amountmaae2ee99db24db4a_1498562687856_0The total order amount is 7000 PLN net.

I can propose a 10% discountmaae2ee99db24db4a_1498562705775_0discount on that price. The price after the discount will be 6300 PLN net. A 23% VAT will be added to that price. The amount to be paid will then be 7 749 PLN gross.

If you would like to order light fixtures at the same time, we will also offer you a 10% discount on them.

Please confirm your ordermaae2ee99db24db4a_1524218550468_0confirm your order.

Kind regards,

Joanna F.

Good morning,

Thank you for providing me with the valuationmaae2ee99db24db4a_1498562728280_0valuation so promptly. At this time, I would like to ordermaae2ee99db24db4a_1498562301854_0order only the basic set, the total value of which after the discount is 7749 PLN gross. Please issue an invoicemaae2ee99db24db4a_1498562740419_0issue an invoice. The company informationmaae2ee99db24db4a_1498562750293_0company information is in the attachement.

Best wishes,

D. G.

Good morning,

The order isready for pick‑upmaae2ee99db24db4a_1498562763258_0ready for pick‑up. Please let me know if we should send it to your company or whether it will be a personal collectionmaae2ee99db24db4a_1498562782882_0personal collection. Please also let me know what payment methodmaae2ee99db24db4a_1498562789152_0payment method will it be.

Kind regards,

Joanna F.

Good morning,

I will collect the equipment personally. I will pay in cash. Will I be able to collect the invoice as well?

Best wishes,

D. G.

Good morning, Mrs. Dominika,

Of course, the invoice will be attached to the order.

You can collect the equipment from Monday to Saturday between 10 AM and 6 PM.

Kind regards,

Joanna F.

Sales and collecting payment

The text regards a direct sale in a kiosk.

S: Good morning, how can I help you?

C: Good morning. I would like the newest issue of the monthly magazine for gardeners.

S: I recommend a new magazine as well - The flower of my garden.

C: May I see it?

S: Yes, of course.

C: Thank you. I will take that magazine as well.

S: Will there be anything else?

C: Yes. Two packs of chewing gum, please.

S: Will these be alright?

C: Yes, those are exactly what I wanted. Do you have any bus tickets?

S: No, we do notsellmaae2ee99db24db4a_1498563001551_0sell tickets. Will that be all?

C: Yes, thank you.

S: I can also recommendmaae2ee99db24db4a_1498563012419_0recommendyou those two candy bars at the price of one. We have a promotion today.

C: No, thank you.

S: In that case, it will be 14.50 PLN. Do you want me topackmaae2ee99db24db4a_1498563025357_0pack that?

C: Yes… And you know what, I’ll take those candy bars.

S: Of course. That will be 16.90 PLN in total. Payment in cashmaae2ee99db24db4a_1498562339420_0Payment in cash?

C: No, payment with a cardmaae2ee99db24db4a_1498563047023_0payment with a card.

S: Please place the card in the readermaae2ee99db24db4a_1498563056881_0place the card in the reader. Then please enter PINmaae2ee99db24db4a_1498563066704_0enter PIN and press the green buttonmaae2ee99db24db4a_1498563077939_0press the green button.

C: Done.

S: Here is your receiptmaae2ee99db24db4a_1498563089967_0receipt.

C: Thank you. Goodbye.

S: Goodbye. 

Pictures

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womi

Fiscal cash register

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womi

Sales forms

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moduł 20.2

Phone sales

Printable warranty claim

Warranty claim

Made on………….

in retail outlet……………………….. in ………………………….address……………….

1. Information of the person filing the complaint (customer)

Full name:……………………………..

Address (street, apartment, zip code, city)…………..

contact information (phone number, e‑mail address)………………

2. Information regarding the purchased product:

Product name and symbol:……………..

Purchase date:………………

Proof of purchase number (receipt, invoice, etc.)………

3. Date of defect determination:…………

4. Precise description of the defect: ………………………………………………..

5. Proposed method of handling the claim:

- repair free of charge

- product replacement with a fault‑free one

- withdrawal from the contract (refund)

6. The opinion of the Salesperson taking the claim (comments on the validity of the complaint, results of the inspection performed by the Salesperson): ……………………………………………….. …………………………………… ……………………………….

Exercises

Game

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