1. I’d like to give you a situation and ask you to act it out. You are at a store and you see a piece of furniture that you like. Go to the clerk and ask three or four questions about the furniture you want to buy.

- Hello, I’m interested in this piece of furniture, and I’d like to ask a few questions.
- I would like to get a new bed. What kinds of beds do you have available?
- I want to find a queen-sized bed. Is that available at your store? Can you give me details about the size of that bed?
- What material is it made of? Is it solid wood or something else?
- Could you tell me about the warranty and service?
- Can you tell me how much it is?
- Can you recommend anything? Is there a website I can see?
- I wonder if there are any promotions. Call me as soon as possible, please. Thank you.

2. I’m sorry, but there is a problem that I need you to resolve. When you receive the furniture at home, there is a serious problem with it. Call the store, explain the situation and offer two to three alternatives to solve the problem.

- Hello, I’m calling because I just received the furniture I ordered, but there’s a problem with it.
- One of the legs on the desk was loose. I checked the box, and maybe it was damaged during shipping.
- I can’t use it right now, so I need some help. Here are a few options that might work. You can send a repair service to fix the desk, or you can replace it with a new one.
- Please let me know which option you prefer. I hope we can resolve this quickly.
- Call me as soon as possible, please. Thank you.

3. Have you ever bought furniture but had a problem when you got it? What was the problem and how did you deal with the situation?

- I remember buying a new desk for my room at a furniture store last month.
- When it arrived, I realized that one of the legs was loose.
- I contacted the store right away and explained the situation. They asked me to send some photos and videos to show the problem.
- After checking, they apologized and offered me two options: they could send a technician to fix the desk, or they could replace it with a new one. I chose to replace it because I wanted it to be durable and reliable.
- A few days later, they sent me a new desk, and this time everything was fine.
- The problem was solved, but it was still a bit inconvenient.