4.4

Conversation 1

(D=Dad C=Chen Yu)

D: Chen Yu, are you busy? Can you help me out with something?

C: Sure, Dad. What's up?

D: Remember that shopping app you told me about?

C: Yes. Do you need help downloading it?

D:No, I've downloaded it, but l can't figure out how to set up an account.

C: No worries. l can help you with that. First, press the "Sign Up" button.

D: OK."Sign Up". So now l start putting in my information, right?

C: Yes, put in your name, gender, telephone number and email address.

D: OK.. done. ls it all set up, then?

C: Not quite. The last step is to press the "Finish" button. OK, you should now be ready to start shopping!

D: Great! Thanks ... Actually, just hold on a second. Now l don't understand what this means ...

Conversation 2

(C=Chris B= Barbara Smith)

C: Hello. This is ABC Shopping Customer Service. My name is Chris. How may l help you?

B: Yes, hello. l placed an order using your app two weeks ago, but l still haven't received the goods. Can you do me a favour and find out what's going on?

C: Right. Let me check this for you. Could you give me your order number, please?

B:The order number is two-eight-four-seven-five.

C:So that's two-eight-four-seven-five, correct?

B:Yes, that's correct. Would you like me to confirm my account details?

C: No, that's not necessary, thank you. If you could just confirm your name, please?

B: Barbara Smith.

C: OK ... Well, according to my records, Ms Smith, your order was delivered last week. Have you not received the package?

B: No, l am afraid l haven't. Would you be able to check again?

C: Of course. Oh, that's strange! There must have been an error. I'm very sorry about this. Let me enquire about the order with the delivery man. Once l have spoken to him, would it be all right for me to call you back on this number?

B: Yes,that would be fine, thanks.

C: Can l assist you with anything else today?

B:No, that's all. Thank you.