Shadowing a Conversation

Directions: As you listen to the Shadowing a Conversation video,

use this script to help you as you repeat the speakers’ dialogue. Circle
or highlight the sounds that are most difficult so that you can focus on these when you
practice.

The Empty Box

Pam: This is Spendalot.com. / My name is Pam. / May I help you? /

Customer: Yes, I ordered a black sweater from you last week. / It was delivered
today, / but the box is empty. / I’m very upset. /

Pam: There was no sweater in the box? /

Customer: Yes, it was empty! / Your website promised discount prices and free
shipping, / but I didn’t think you’d send me an empty box. /

Pam: Oh, I’m so sorry you’re upset, ma’am. / Just send the sweater back to us,/
and we’ll be glad to give you a refund.

Customer: How can I send the sweater back? / You didn’t send it to me! / What kind
of business is this? /

Pam: Okay. Okay. We’ll send you a check in seven to eight weeks. /

Customer: That’s not until April. Ugh! /

Glossary

Refund (n): Money that a business gives back to a customer when that customer is
unhappy with what he or she bought