大賣場求生術 先學這句再退貨

by nancychang
點閱次數： 1,301

退貨與退款 Returns and Refunds

大賣場員工Jessie最近被派到服務中心（service center），專門處理各種退貨或退款的事宜，每到一個新的部門，又必須學新的英文啦！

退貨退款要注意：

每家大賣場的退換貨規定（return policy）不太一樣，也會有不同的退貨天數限制，不過共同點是需要帶會員卡（membership card）或發票（receipt），把這些規定弄清楚，才不會不知如何面對相關狀況。

【 Return Policy 】
  1. Membership card or receipt is required.
  2. Items must be returned within 30 days of purchase.
  3. Get a refund or store credit on purchases made with cash.
  4. The same credit card must be presented for purchases made with a credit card.
任務一：釐清退貨規定

根據退貨規定，和Jessie一起判斷下方的敘述正確與否。

1. __ Goods can be returned after 30 days of purchase.
2. __ Membership card or receipt is required for all returns.
3. __ Refunds can be given if you present another credit card.

本題答案

1. X Goods can be returned after 30 days of purchase.
2. O Membership card or receipt is required for all returns.
3. X Refunds can be given if you present another credit card.

Jessie在服務中心上班的第一天就遇到了一對韓國夫妻，跟她說要退掉他們上週買的熱水壺。

退貨退款狀況多：

客人想退貨的情形很多，有時是買的商品不合用，有時則是因為買到了瑕疵品，想要退款。無論如何，只要符合退貨規定的商品，通常都可進行退貨或退款。

退貨退款常見用語：
詢問所需物件： Did you bring your membership card or receipt?
詢問退貨／款方式： Do you want to get a refund or store credit?
告知退貨天數限制： The purchased item should be returned within 30 days.
告知商品不合退貨規定： It cannot be returned or exchanged.
任務二：退貨／款這樣說

聽聽Jessie這次處理客人退貨的專業應答吧！

Customer: Excuse me, I bought the electric kettle, but it doesn’t work at all.
Jessie: OK. Did you bring your _______________________ or receipt?
Customer: I forgot to bring my card, but here is the receipt.
Jessie: Thank you. Your purchase was within 30 days, so we can refund you your money in full. Do you want to get _____________ or _____________?
Customer: Cash back please.
Jessie: No problem.

本題答案

Customer: Excuse me, I bought the electric kettle, but it doesn’t work at all.
Jessie: OK. Did you bring your membership card or receipt?
Customer: I forgot to bring my card, but here is the receipt.
Jessie: Thank you. Your purchase was within 30 days, so we can refund you your money in full. Do you want to get a refund or store credit?
Customer: Cash back please.
Jessie: No problem.

句型延伸演練

1.
詢問所需物件 ： Did you bring your 物件?
→ 你有帶附照片的證件嗎？_____________________________________________?
→ 你有帶你的駕照嗎？_____________________________________________?
2.
選擇兩種方案之一 ： Do you want 方案一 or 方案二?
→ 你想要A套餐還是B套餐？_____________________________________________?
→ 你想要退貨還是換貨？_____________________________________________?
3.
告知商品不合退貨規定 ： 商品 cannot be returned.
→ 特價商品不能退貨。_____________________________________________.
→ 個人貼身衣物不能退貨。_____________________________________________.
4.
選說明想要退貨原因 ： I bought 商品 , but it 狀況.
→ 我買了這件洋裝，但尺寸不合。_______________________________________.
→ 我買了這瓶牛奶，但它隔天就酸了。______________________________________.

本題答案

1.
詢問所需物件 ： Did you bring your 物件?
→ 你有帶附照片的證件嗎？Did you bring your photo ID?
→ 你有帶你的駕照嗎？Did you bring your driver’s license?
2.
選擇兩種方案之一 ： Do you want 方案一 or 方案二?
→ 你想要A套餐還是B套餐？Do you want combo A or combo B?
→ 你想要退貨還是換貨？Do you want to return it or exchange it?
3.
告知商品不合退貨規定 ： 商品 cannot be returned.
→ 特價商品不能退貨。On-sale items cannot be returned.
→ 個人貼身衣物不能退貨。Underwear cannot be returned.
4.
選說明想要退貨原因 ： I bought 商品 , but it 狀況.
→ 我買了這件洋裝，但尺寸不合。I bought the dress, but it doesn’t fit me.
→ 我買了這瓶牛奶，但它隔天就酸了。I bought this bottle of milk, but it went sour the next day.
文／陳超明、湯琦均