B : Hello, here with B from Smart Book Shop. May I talk to Mr.

Andrew, the director of

marketing Star Publishing, please…… oh he’s not in? Ok, may I leave a message to him?
Yeah, please write it down. Please tell him that I call to order some new collection and
also the last best seller novel by Jedden White…
(A is coming)
A : Excuse me, mam.
B : Ok, wait a minute mam. (Continue on the phone) Sorry I have to do something. Please
tell Mr. Andrew I’ll call him back tonight at 8.00. Thank you.
(Talk to A)
B : Yes mam, may I help you?
A : Sorry for interupting. Are you the owner Smart Bookshop?
B : Yeah, well what can I do for you?
A : So, yesterday, I wanted to buy 2 books here. One novel tittled “The Strenght of The
Mind part 1” and another one is travelogue tittled “Beautiful Indonesia”. however when
I got home, I found that this one not what I want. I wanted to buy “The Strenght of The
Mind part 1” but your shop assistant gave me part 2. In addition, I found some pages in
this book were missing.
B : Sorry, for this inconvinience. Well, actually we give 7 days guarantee for all customer
who didn’t satisfied with our product but we need your payment struck to change/
return your book. May I see your payment struck?
A : Oh, here is.
B : How if I changed your book with the new one?
A : Yes, of course.
B : Let me tell my shop assistant to bring those new one for you. Wait a minute mam.
(Suddenly phone is ringing)
B : Sorry may I hang up my phone.
A : Yeah, of course.
B : Smart Bookstore here.
C : Hallo, is this Ms. B, the owner of Smart Bookstore?
B : Yes, Who’s speking?
C : Hello, I am C. I get your number from X, your shop assistant. I wanna complain that
yesterday I bought a book in your store. But I found some pages were upside down.
B : Can you repeat you complain mam? Let me take a note. So, tell me the details the date
you bouhgt the book, the tittle, the receipt number, and what’s the problem?
C : Sure. I bought book tittled “Children Phsycology” by Anna Joan on last Tuesday, 28 th
April. I served by X, your shop assistant. The receipt number is AA555. I found that
there’s some pages that were upside down.
B : Sorry, can you repeat the receipt number? Is it EE555?
C : No, Alpha-Alpha 555.
B : Well Ms. C I am sorry for this fault. So you can return or change your book with the
new one. You could come to our store. Please bring your book and the receipt number.
Meet me on 3rd floor room 302. I’ll be there on Monday-Friday on 8 am-5 pm. If you
didn’t find me, just go to on 1st floor and meet my manager, Joseph. He’s always in
store.
C : Pardon, Could you repeat whit whom I can meet?
B : With Joseph. J-O-S-E-P-H.
C : However I am out city now. May I parcel my book?
B : Oh sure, you can send your book to our shop. Our store’s address is Mandala Street
No. 3, Jogjakarta. Please attach the receipt number and your current address. Don’t
forget to subject your mail Change and Return.
C : Ok, By the way, is there online store?
B : Yes we have. Just go to pages www.smartbook.com. We’ve just launched our
onlinestore. So, we have promotion for our customer. You just need to signing up as a
member and give your opinion about our onlinestore.
C : What’s the promotion?
B : We have 3 promotion. 1st, get 10% off discount for all purchasing minimum Rp.
500.000. 2nd, you can get 1 book free for purchasing certain book. And the last one is we
give free merchandise for our 100 first buyer.
C : What kind the merchandise is?
B : We give free T-shirt.
C ; Ok, I’ll check it soon. Well, how about the shipping cost?
B : The shipping cost is free if your address in around Jogjakarta but we add shipping cost
depend on the destination.
C : So, how long it take to ship?
B : It’s around 3-7 days after your payment.
C : Ok miss B, thank you for your information.
B : You’re welcome. Anything else?
C : I think it’s enough. Thank you.
B : You’re welcome.
B back in conversation with A
B : Sorry miss A, I am very busy today. Hahaha
A : It doesn’t mind. So, how about my book?
B : Oh yeah, you can get the new one. Let me call my assistant to bring you the new book.
(callling assistant). Hello Ruth, please bring me a novel tittled “The Strenght Of Mind
Part 1” and Travelogue tittled “Beautiful Indonesia”. but please make it sure that the
book is good.

**Kalau waktunya kurang, A improvisasi aja nanya-nanya tentang online bookstore.