Pre-listening Questions
1. How important are your clothes?
2. How important is it to take care of your clothes?
3. Do you think clothes are expensive?
Pre-listening quiz
Listening
Comprehension Questions
- What two problems did the customer notice with the blazer after picking it up?
- How does the customer know the damage wasn’t there before?
- What explanation does the staff member give for the possible damage?
- What two solutions does the staff member offer?
- How does the customer respond to the staff’s proposed solution?
Answers
- What two problems did the customer notice with the blazer after picking it up?
A stain on the right sleeve and a torn lining inside the blazer. - How does the customer know the damage wasn’t there before?
They wore the blazer once before bringing it in and remembered it was in perfect condition. - What explanation does the staff member give for the possible damage?
Sometimes delicate fabrics react badly to the cleaning process, even if proper care is followed. - What two solutions does the staff member offer?
Re-clean the sleeve and send the blazer to a tailor for repair, at no cost to the customer. - How does the customer respond to the staff’s proposed solution?
They accept the offer and thank the staff for handling the situation professionally.
Vocabulary
Gap-Fill
Complete the sentences
Text
Customer:
Hi, I picked up my blazer yesterday and noticed a stain on the right sleeve that definitely wasn’t there when I brought it in. Also, the inside lining looks torn.
Staff:
Oh, I’m really sorry to hear that. Let me take a look. Hmm… yes, I can see the stain. And the lining is coming apart at the seam. Are you sure this wasn’t like that when you dropped it off?
Customer:
Absolutely. It was in perfect condition—no stains, no damage. I even wore it once before bringing it in. That tear wasn’t there.
Staff:
Did you happen to mention any special care instructions when you dropped it off?
Customer:
No, I assumed you’d follow the label. It’s dry-clean only, and the label is intact.
Staff:
Understood. Sometimes, even with proper care, delicate fabrics react badly during cleaning. That said, we want to make it right. Would you like us to try re-cleaning the sleeve?
Customer:
Sure, but I’m more worried about the lining. It looks like it’ll get worse if I wear it.
Staff:
We can send it to a tailor we work with for a repair. It’ll take two to three days, and we’ll cover the cost, of course.
Customer:
Okay, that sounds fair. I appreciate you handling this professionally.
Staff:
Of course. We’ll contact you as soon as it’s ready. Again, I’m really sorry about the inconvenience.
Post-listening activity
Discussion Questions
Answer the questions
- Do you know anyone who is well-off? What do you think helped them reach that point?
- What are some things you could cut back on if you wanted to save money?
- Have you ever struggled to make ends meet? What helped you get through it?
- Would you feel comfortable living off someone while trying to achieve a goal? Why or why not?
- Do you think being rolling in the dough always leads to happiness? Why or why not?
Role Play 1
🔸 Role A: Customer
You picked up a blazer with a stain on the sleeve and a tear in the lining.
You’re calm but firm—you want a solution, not excuses.
Ask:
“Can this be fixed?”
“Will I have to pay for the repairs?”
“How long will it take?”
🔸 Role B: Staff
You’re surprised by the complaint but want to handle it well.
Offer to:
Re-clean the item
Send it to a tailor for free
Apologize and explain how this may have happened
Role Play 2
Role A: Customer
You brought in a suit (or dress) to be tailored, but now:
The fit is wrong (too tight, too short, uneven sleeves, etc.)
You’re upset because you need it for an upcoming event.
Ask:
“Is this what I asked for?”
“Can this be fixed in time?”
“I paid for a custom fit—what happened?”
Role B: Tailor / Staff
You realize the alterations didn’t match the request.
Stay calm and apologize.
Offer:
A free re-alteration
A refund or discount
To fast-track the repair before the event
