PROGRESSIVE - 02

The Extra Bag

Tanya worked at a clothing store in a shopping center. Near closing time, a customer returned carrying two bags and a receipt. She placed them on the counter and said, “I think I was charged for an extra shirt, but I’m not sure.”

Tanya checked the receipt and compared it with each item in both bags. One shirt appeared twice on the receipt, although the customer had received only one. Tanya called her coworker Leo over. “Can you look at this with me? I don’t want to brush it off or overlook something.”

After checking the item numbers, Leo nodded. “You’re right. We rang it up twice.”

The customer looked relieved. “I almost didn’t come back because I didn’t want to make a big deal out of it. The total seemed higher than I expected.”

“You did the right thing by bringing it up,” Tanya assured her.

Leo explained that they would correct the charge before she left. Tanya completed the refund, printed a new receipt, and showed the customer the updated total. Before leaving, the customer thanked them for listening instead of treating her concern as unimportant. Tanya was glad they had taken the time to investigate.

SPEAK

Answer in complete sentences.

  1. What made the customer think something was wrong with her purchase?

  2. Why did Tanya ask Leo to check the receipt with her?

  3. Why had the customer almost decided not to return?

  4. How did Tanya and Leo correct the mistake?

  5. Do you think the store handled the customer’s concern well? Why?

LISTEN

Listen to the recording and respond in complete sentences.

play

katie The extra bag.m4a

  1. What did the speaker say?

  2. Do you agree or disagree with the speaker? Why?

WRITE

Write 3–4 sentences.

  • What did Tanya do after the customer showed her the receipt?

You may begin:

After the customer showed Tanya the receipt, Tanya…

Review Phrases

  1. brush it off
    To ignore something or act as if it is not important.

    Tanya did not brush off the customer’s concern.

  2. ring something up
    To scan or enter an item at a cash register.

    The cashier rang up the same shirt twice.

  3. make a big deal out of it
    To treat something as more serious than necessary.

    The customer did not want to make a big deal out of the mistake.

  4. bring it up
    To mention a subject, problem, or concern.

    The customer brought up the incorrect charge.