Easy to Understand 1: Clarity &

Conciseness
1.1

Listen to the call and evaluate using the form below. Write Y for Yes and N

for No.

Evaluation

Observation

Concise
Explanation is not wordy
Direct
Directly answers members query.
Conversational
Explains process in a
conversational manner

UNIT GOALS
At the end of this
unit, you will be
able to:
Respond clearly,
concisely, and
directly.
Explain process in
a conversational
manner

Clear
Speaks clearly (pronunciation, tone
of voice,
volume, rate of speech, fillers)

1.2
1.3

Work with your group and discuss your answers.

Listen as your trainer discusses how you can make your responses easy to
understand. You may use the space
below to take down notes.

1.4

Imagine you are the customer asking for information. Complete the
following then take turns asking and answering. Make sure to respond clearly,
directly, and concisely.
1. How do you

?
2. What is the best way to ?
3. How do I go about ..?
4. What is the first step in ..?
5. How could I .?

1. Why wouldnt anyone email me that they cant fix my problem? Why do I have to
the follow up?
1.52. do
Explain eBay process in a conversational manner. Your trainer will give
Why am I receiving an error message that I cant list a new item?
you feedback.
3. Why is my listing removed?
4. Why is my account suspended?
5. How can I improve my seller performance if I am unable to list my items?
6. What can I do to make an appeal?
7. Why cant I pay for my new item?
8. Why cant you resolve this feedback when I followed everything you told me to
do?
9. Why cant sellers leave negative feedbacks to buyers?
10.Why do I have selling limits? I have an above standard performance?
11.The buyer did not pay the item, but why is it that you charged me fees? Can you
credit it on my account?
12.Why did you ask me to pay for my bills if you wouldn't reinstate my account?
13.Why is it that my PayPal account is suspended and my eBay account is
suspended as well? I haven't done anything wrong in my eBay account.
14.My buyer declined the Cancellation Transaction Request, so am I still obliged to
sell the item?
15.Why can't you remove opened cases (from seller dashboard) when they have
been resolved?
16.The previous agent told me there was something wrong with my PayPal, so I
called PayPal. Now, everything is fine. Why can't you raise my selling limit when I
did what the other representative told me?
17.Why am I unable to list my knife on eBay?
18.How can I be qualified for a selling limit raise/ increase?
19.So what would happen if I relist this item which you removed because of your

1.6
Select an issue then role play a conversation with a partner. Take
turns evaluating each other using the form below.
Evaluation

Observation

Concise
Explanation is not wordy
Direct
Directly answers members query.
Conversational
Explains process in a conversational
manner
Clear
Speaks clearly (pronunciation, tone of
voice,
volume, rate of speech, fillers)

1.7

What do you plan to do after training? Write your commitments below:

My Commitment
________________________________
________________________________
________________________________
________________________________
________________________________

[Audio Transcript]

Easy to Understand

How can I help you today?

I think its quite simple. You could on my account and youll see a case has been opened for me not paying something
Okay let me go ahead and check this. Its a vintage class aurora.
Ill quickly explain it to you. I bid on an item and after I bid on it, my computer was hit by a Trojan virus. What it did is
It completely wiped out everything and corrupted it. That was before the double bank holiday. You know the royal
wedding. Its very hard for me to find someone to sit through it. So I contacted my partner and I said, Could I pay you
through check?. He said, that would be fine. So I sent him a check, but I had heard nothing from him. He then
asked me if I had sent the check, and I said I had. If you havent received the check, and moneys been stolen, I
could stop it.
He never responded to me again. Now the problem is my computer still has a virus.If you noticed, I made him well
aware of it. I cant use Paypal. Hes well informed it. The only way I could pay him is by check or I have to have
internet access at my local line office. And then he sent me a case saying, the line is now shut till Monday.So what hes
done is, hes completely secluded me. Im afraid Ill get a black mark under my name, and he has not communicated
with me.
So I want to know. Ive asked him today, I dont know if hed respond, but Id ask him maybe if he could retract this
case and relist it. If he relists it, then it would save the problem. To be perfectly honest, and this is honest, the bank
says theres something strange about the check activity. I have no guarantee that if I Send him money, and if
something happens, Id have any help from him, with him being a difficult person. And certainly dont want to get to
feedback issues hes talking about. Im always afraid of leaving negative feedback in case of retribution because Im a
disabled concern, thats why I am fond of using eBay. I am concerned now, I am frightened to divulge this person my
name and address, because hes behaving in a strange manner when Ive been honest with him all the time.
I see not a problem. Actually Im looking here that the case is still open. You dont need to worry, once the case has been closed I can
help you not to have the unpaid item strike in your account . However, we need to wait for the case to be closed. Or if we can
communicate with the seller, its better. So that umm..
Hes saying now that hes charging me for the item and the fees. I dont know if its true or not.
Okay. Regarding with this, you dont need to worry because Well forward this to the right department Right now, Im looking here as
well that the case is still open. We have to wait that the case should be closed and it will be recorded in your account. Alright?
Is he allowed to retract the case and relist it? Or will he, as he says, will he have to charge me for that?
No , actually , if the case is closed youll be charged for the unpaid item. If you. Like I said, once the case has been closed. You will not
be charged, Call us again, once the case is closed, ummm you can call us again, in this hotline, so we can close the unpaid item
strike in your account.
I noticed, as a normal person, I didnt take copy of front and back of the check. Is that something that I have to
provide?
Yes, if youre sending a document you have a black and white copy just in case.
Bank was saying its not a normal thing to do. How do I prove that I sent him the check?
Actually ummm..You canHow did you send the check by the way?
From post. Its just a small amount of money, he seemed mad for all this.

Uh huh.(dead air) I totally understand that. Not a problem, Right now cause the case is still open. As I said, once the case is closed.
We can remove this.
I feel nervous about dealing with him now, that probably sounds strange to you. Once you get a fear, you just cant
You see what Im saying.
Yes. I understand your point here. Not a problem, as I said, you monitor the case, once its closed, call us again.
But Ill still be charged for the necklace and the post will I?
No, you will not be charged if youre going to remove it.
Youre so helpful Megan.
Not a problem.