CBSE Assessment of Speaking New Task and Speaking Test Examples (ASL) with conversation and Questions and Answers for Class 10 and Class 11. Test 3
“TELEPHONE CONVERSATION”
Situation: Lisa is having some problems with her exercise bike, and she is calling Sport Center to have it repaired.
Nancy: Thank you for calling Sports Center. May I help you?
Lisa: I bought an exercise bike from your store last year, and I am having problems with it. I need to have it repaired.
Nancy: Let me connect you to the Service department. One moment please.
Karen: Service department, this is Karen. How can I help you?
Lisa: I bought an exercise bike from Sports Center last year and it needs to be repaired.
Karen: What seems to be the problem?
Lisa: I am not very sure, but I think there is a problem with the bike’s computer console because the LCD screen does not display the different features.
Karen: Nothing was on when you pushed the Start button?
Lisa: No, nothing.
Karen: What is your bike model?
Lisa: It is a 126 Upright Ford Bike.
Karen: I can send a technician out to take a look at your bike. It will cost $75.00 for labor. Also, if we have to replace any parts, that will be extra.
Lisa: That is expensive. Isn’t the repair cost covered by warranty?
Karen: When exactly did you purchase your bike?
Lisa: About fifteen months ago.
Karen: I am sorry. The standard warranty only covers a year. Did you buy extra warranty coverage at the time of purchase?
Lisa: No, I did not. Are there any other options besides paying $75.00 for repair labor?
Karen: No, I am afraid not.
Lisa: I guess I just have to pay for the repair. When can you send a technician?
Karen: I have next Thursday November the twenty third at 2:00PM available. Otherwise, the next date has to be December the eighth at 10:00AM.
Lisa: I take this coming Thursday. Will you send out a reminder?
Karen: Somebody will give you a call the evening before to confirm the appointment.
Lisa: Will the technician accept credit card payment?
Karen: Yes, he will. By the way, you can buy the extra warranty coverage now if you want to.
Lisa: How much does it cost?
Karen: Fifty dollars for one-year warranty, seventy-five dollars for two-years, and a hundred dollars for three-years.
Lisa: Does it cover both labor and materials?
Karen: It covers everything. Do you want to sign up for it?
Lisa: Oh, I do not know.
Karen: It will be good for you. We will send a technician any times the bike needs services. It does not matter how many times you call us in a year. Also, if we cannot fix the problem, we will provide you with a new exercise bike.
Lisa: OK, I want to sign up for the two-year warranty program.
Karen: I think it is a good investment. Are you going to pay by credit card now or do you want me to send you a bill?
Lisa: Send me a bill, please.
Karen: One last thing before I let you go, I need your address please.
Lisa: 995 Silver Lake Street in Long Beach.
Karen: OK, it is all set. Is there anything else I can help you with today?
Lisa: No. Thank you for your help.
Karen: You are welcome. Have a nice day!
EXERCISES
1) Conversation Practice
Step 1: Have the students listen to the recorded dialogue.
Step 2: Have the students read along to the recorded dialogue.
Step 3: Divide your class into groups of two students. Have one student plays the role of Nancy
and Karen, and another the role of Lisa.
2) Questions/Answers Practice
Pair the students and have them practice the following questions or greetings and answers. Ask them to come up with similar questions or greetings and answers.
G: Hello, this is Natalie. A: Hi, Natalie. This is Mary from the Accounting department.
G: Good morning. How may I help you? A: Good morning, I have misplaced my hotel room key.
G: Hi, this is Jennifer. A: Hi Jennifer, thank you for returning my call.
Q: May I speak to John please? A: One moment. Let me connect you.
G: I was put on hold for a long time. I am A: I am so sorry. Let me connect you to still waiting for John. John right now.
Q: Who is calling, please? A: This is Tom Burt.
G: I need to speak to Richard Anderson. A: Let me transfer you. Please hold.
G: Sorry, Richard is in the field at the moment. A: Could you take a message?
G: Sorry, Richard is not available at the moment. A: Can I leave a message for Richard then?
Q: Richard is still on the line. Do you still A: Yes, I will hold.
Thank you for holding. How may I help you? A: I need some information on one of your products.
Q: May I have your account number? A: Excuse me, but what account number?
Q: For verification, may I have your home address? A : 1825 Palo Verde, Costa Mesa, Denver.
3) Comprehension test
- a) Why is Lisa calling Sports Center?
- b) Is Nancy able to help Lisa?
- c) What kind of problem does Lisa have with her exercise bike?