Entrainement à l'épreuve téléphone + conversation à écouter!
Voici 2 situations proposées pour s'entraîner à la partie téléphone.
Consignes: Télécharger le doc et préparer en situation d'examen (pas de dictionnaire) en 10 minutes avec papier et crayon.
Puis allez chercher le vocabulaire qui vous a manqué et vos cours.
Situation 1
CONTEXTE |
Panne de camion
Un client vient de vous appeler pour signaler un retard de livraison. Vous appelez votre chauffeur pour savoir ce qu’il en est : il est en panne
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PROTAGONISTES |
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PROBLÈME(S) |
Demandez-lui ce qu’il s’est passé. Dites-lui qu’il aurait dû faire vérifier les pneus au service maintenance, que ce n’est pas professionnel. Demandez-lui s’il a un pneu de rechange ; et pourquoi il ne vous a pas prévenu. Dites-lui qu’il aurait dû vous appeler, ainsi que le client. Demandez-lui quand il sera dépanné et de vous rappeler dès qu’il repartira. Notez les coordonnées du dépanneur : Company : _________________________ Phone N° : _________________________
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ENJEUX ÉVENTUELS |
Obtenir des explications pour informer le client par la suite Lui faire prendre conscience du problème Le faire se dépêcher
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CONTEXTE |
Marchandises endommagées
Un client vous appelle car une partie de sa marchandise est arrivée endommagée.
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PROTAGONISTES |
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PROBLÈME(S) |
Demandez-lui et notez la référence de la commande (n°_________________ ) et vérifiez son dossier. Il s’agit de boite de foie gras de canard -1 conteneur de 20 pieds, expédié de Bordeaux à NY. Après explication de l’avarie par le client, vous lui demandez s’il a contacté l’assurance ; puis lui confirmez qu’il est assuré et sera remboursé. Expliquez que vous allez vérifier le motif de l’avarie avec la compagnie maritime (mauvais temps etc…) Proposez de réacheminer les marchandises, mettez-vous d’accord sur la date (formalités de douane effectuées par vous) Date : ____________________
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ENJEUX ÉVENTUELS |
Objectifs: Expliquer au mieux les motifs Atténuer ses inquiétudes Réacheminer les marchandises
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Entrainement à la compréhension orale
Listen to the following conversation: click here
Understanding the document:
- Who's calling?
- What's the problem?
- Is it a usual probelm accoring to him?
- What has she paid for?
- How does he apologize?
- What's the customer number?
- How does he solve the problem?
- Does he propose anything to make it up?
Now listen again and fill the gaps:
P= Peter. C= Customer
P: Hello, this is Peter from C__________ C_____. How can I help you today?
C: Good morning, my name is Mrs Bray and I recently ordered a ___________ from your website. I'm calling to ___________, because it arrived in several broken pieces. The packaging simply wasn't good enough to protect such a ___________ and expensive product.
P: Oh, I'm very sorry to hear that Mrs Bray. Usually our warehouse does an ___________ job, and the packing materials are carefully chosen so that the products are protected during ___________.
C: Well I'm not at all happy about this. I paid for express delivery and ordered to receive the laptop today because I need it urgently.
P: I'm sorry to hear this Mrs Bray. Let's see what we can do. Do you have a customer number there? It should be on the ___________.
C: uh, wait a minute. Ah yes, here we are. ___________.
P: um, please, bear with me while I look up your order. uh. Okay, we can send you a ___________ right away.
C: When will it get here?
P: We will ___________ it immediately so that it reaches you by this afternoon. I'll send you an email now to confirm this. Once again I am terribly sorry about any inconvenience. To make up for this, we'll add in a 20% off ___________ so that you have a ___________ for any future purchases.
C: You've been very helpful. Thank you. I look ___________ to getting my replacement; hopefully in one piece this time!
P: ahah! I'm sure it'll be Mrs Bray. You take care now. Bye.
C: Good bye.
Vocabulary: Find the words meaning.../ trouvez les mots qui signifient....
- un ordinateur portable:
- l'emballage:
- expédition/envoi:
- livraison express:
- bordereau de livraison:
- tout de suite:
- envoyer en messagerie:
- désagrément:
- se racheter:
- une réduction:
- achats futures:
- j'ai hâte de:
Full transcript: P= Peter. C= Customer
P: Hello, this is Peter from Customer Care. How can I help you today?
C: Good morning, my name is Mrs Bray and I recently ordered a laptop from your website. I'm calling to complain, because it arrived in several broken pieces. The packaging simply wasn't good enough to protect such a fragile and expensive product.
P: Oh, I'm very sorry to hear that Mrs Bray. Usually our warehouse does an excellent job, and the packing materials are carefully chosen so that the products are protected during shipping.
C: Well I'm not at all happy about this. I paid for express delivery and ordered to receive the laptop today because I need it urgently.
P: I'm sorry to hear this Mrs Bray. Let's see what we can do. Do you have a customer number there? It should be on the packing slip.
C: uh, wait a minute. Ah yes, here we are. MB18.
P: um, please, bear with me while I look up your order. uh. Okay, we can send you a replacement right away.
C: When will it get here?
P: We will courier it immediately so that it reaches you by this afternoon. I'll send you an email now to confirm this. Once again I am terribly sorry about any inconvenience. To make up for this, we'll add in a 20% off coupon so that you have a discount for any future purchases.
C: You've been very helpful. Thank you. I look forward to getting my replacement; hopefully in one piece this time!
P: ahah! I'm sure it'll be Mrs Bray. You take care now. Bye.
C: Good bye.
Voca correction
- un ordinateur portable: a laptop
- l'emballage: packaging
- expédition/envoi: shipping
- livraison express: express delivery
- bordereau de livraison: packing slip
- tout de suite: right away/immediately
- envoyer en messagerie: courier
- désagrément: inconvenience
- se racheter: make up for (smth)
- une réduction: a discount
- achats futures: future purchases
- j'ai hâte de: I look forward to (+ing)