Unit 3 | Session 3

Damage control!
LEARNING OBJECTIVE: Discuss ways to respond to a negative product review
 Unit 3 | Session 3
Damage control!
LEARNING OBJECTIVE: Discuss ways to respond to a negative product review

Lesson overview

1 GET STARTED: What seems to be the problem?

2 PREPARE: Negative product reviews
3 DECIDE: Come up with an action plan
4 PRESENT: Share your solution
5 AGREE: Choose the best action plan
6 UNIT 3 PROGRESS CHECK
7 UNIT 4 PREVIEW: Going glocal
GET STARTED
What seems to be the problem?
Look at the photo. Prepare to share your answers to the questions.

1. What problem are the people having?

2. Have you ever had any problems with
something you bought? What happened?
How was the problem solved?
3. What can you do when you have a problem
with a product or service?
PREPARE
Negative product reviews

Read the reviews. Answer the questions.

1. What problems did each customer have?
2. How do they feel about their purchases?
3. How many stars do you think each customer will give in their product review?
DECIDE
Come up with an action plan
Imagine you are the owners of the cruise
ship or the do-it-yourself bicycle company. First, I think we should apologize
to the passenger because . . .
Come up with a plan of action. Discuss the
actions in the box below and think of others.
We could offer a replacement
What will you do? In what order? If the for the bike, but . . .
customer still isn’t satisfied, what will you
do next? How will you communicate with
Why don't we send an email to
the customer? What exactly will you say?
the customer that says . . . ?
Prepare to present your plan to the class
and explain your decisions. Maybe call them instead of
emailing. It’s more personal.
• apologize
• offer a refund
• offer a replacement
• other: __________
PRESENT
Share your solution
Share your action plan with the class.
Explain how you made your decisions
and answer any questions.
Listen to the other groups. Make notes
on the good points and bad points of
their action plans.

We’ve decided to . . .
because we think that . . .

If that isn’t enough, then we will . . .

because it is . . .
AGREE
Choose the best action plan
Discuss which plan is best for each company and why.
Do you think the customer in each case will be satisfied?
Will they change their review? Why or why not?
PROGRESS CHECK
Unit 3

Now I can . . . Prove it!

❑ use expressions to talk about time and
money.
❑ use “(not) too” and “(not) enough” to talk Write four sentences about yourself, one using “too”
about quantity.
❑ use verb phrases to talk about prices
and value.
❑ use modifiers in comparisons.
❑ apologize for damaging or losing
someone's property and respond to an
apology.
❑ talk about a shopping experience.
Write two phrases about time and money.
and one using “enough.”
Write two verb phrases, with the correct prepositions,
about prices and value.
Make these comparisons stronger:
“It's the best movie I've ever seen.”
“Theirs is bigger than ours.”
Apologize for losing something that you borrowed.
Respond to the apology.
Talk about a recent positive shopping experience.
UNIT 4 PREVIEW
Going glocal
Unit 4 objectives
• speculate about a picture
• talk about viral stories
• exchange and discuss opinions
• write a response to a post about local businesses
• design an ad for a product
UNIT 4 PREVIEW
Going glocal
Look at the picture. Discuss the questions.

1. Where do you think this photo was taken?

2. How many different signs can you see?
3. What do you think they are selling?
 Unit 3 | Session 3
Damage control!
LEARNING OBJECTIVE:
Discuss ways to respond to a negative product review

Thank you!