Professional Documents
Culture Documents
Situation: Lisa is having some problems with her exercise bike, and she is calling Sports Center
to have it repaired.
Karen: Sports Center 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.
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: 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.
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?
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.
Karen: $15.00 for one-year warranty, $75.00 for two-years, and $100.00 for three-years.
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.
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?
Karen: One last thing before I let you go, I need your address please.
Karen: OK, it is all set. Is there anything else I can help you with today?