Lesson Plan

Business/Materials Lesson Objectives

1. Boardwork: Put up Level: Intermediate/Advanced

homepage pictures of Time: Four to Six sessions
major online retailers,
eg: Amazon, Flipkart, Goal: To demonstrate the ability to
Myntra. make purchase return requests
2. Printed copies or succesfully.
Internet access for We will break it down in to four areas.
Shipping and Return
policies of major online 1. Opening statement regarding
shopping sites, eg: purchase made.
Amazon, Flipkart, 2. A statement on problem with the
Myntra.(shown in blue purchase.
here) 3. Requesting Action: redressal via
3. Complaint/Return return authorization (get
forms printed out. number).
4. Prints of poor feedback 4. Request to schedule a return pick
on some common up.
items, electronics like
headphones, mouse, The six sessions will move from
keyboards etc
5. For final assessment, 1. Warm-up and objective
printed Group scoring discussion to Instruction
sheets. 2. Instruction and Modeling
3. Guided practice sessions
4. Less Guided & Pair work
Independant practice.
5. Presentations for assesment of
the newly acquired functional
language.

Warm-up and Objective Discussion

1. Open the topic by asking how many of you shop online

2. How many of you shopped something in the last couple of
months.
3. Where did you shop and for what? (just until they drop a few
major retailer names) (a few types of items will get mentioned)
4. Ask is everybody was satisfied with their purchase and they got
 what they hoped to get indeed.
5. Emphasize, Yes, we don't always get what we expected/were
promised/was advertised.
6. Did you return the item? (Yes? No?)
7. Get them to detail all their issues. Let everyone express some
bad expereince.
(At this point, the need for learning langauge for this task becomes
evident.)
8. Recall for them what they learnt in earlier sessions about
expressing likes and dislikes.
9. Draw attention to specifically to recalling language regarding
expressing dislikes.
10. Ask them what is involved in the entire purchase return
process.
11. Now tell the learners that the day's topic is learning how
to make complaints and return requests both verbally as well
as in written form.
Outlining objectives for following sessions:
12. Let them know that in the following sessions they will be
involved in roleplays.
13. Roleplay Topic: Learners switch between playing the
online retailer customer service representative and the
unhappy customer

Instruct and Model R yes W yes L yes R yes

INSTRUCTION STAGE for Objective steps 1 & 2:

1. Give ample practice with how to talk of a purchase:

2. Eg. I brought...x...from seller......on...(date).
3. The seller shipped me my purchase on …..... It arrived....
(broken/damaged/DOA).
4. I received the product without the manual.
5. There is a missing part (mention missing parts).
6. Compatibility issues: It is not compatible with my phone.
7. Improper item description: The listing is incorrect as.......
8. Similarly introduce language for Objective steps 3 and 4
too.

MODELING ACTIVITY:

Print out registered complaints on Consumer Forum website and

hand slips to students. Ask them to review the complaints. Invite
them to share their observations of which of the complaints are
properly made, I.e provide the proper information (four steps), which
of them don't. Ask them to add no more than two sentences to make
the complaint proper. They can write down those sentences.

W yes
Guided Practice R yes L yes S yes

Board work for Guided Practice: Stick up handouts material, i.e,

printed slips of poor feedbacks on Amazon.com where people talk of
their purchase, what was wrong with it, the poor ratings. Real
feedback is being used as Hand-outs for Exercises and Board work.
Teacher Talk: Yesterday we practiced how to talk to CS to make a
return request and that there are four stages involved in the process.
Let's go to Amazon.com and take a look at some commonly used
products like Keyboards and Pendrives see what issues people have
had when they leave poor feedback! Instead, let's try to return these
products to Amazon.
Guided Practice Exercise 1: Here are some negative
comments/feedback from Amazon.in.com for Quantum QHM-7406
Spill-Resistant Wired USB Keyboard (Black)
[[Amazon Buyer 1. 1.0 out of 5 stars / Reviewed in India on 21
September 2020 /Verified Purchase:
Worst keyboard ever. It's the worst keyboard I have ever
used . Just after few days of light use , the keys become very
hard and it's not usable now. My advise :Don't buy this
keyboard at all.]]
Teacher talk: Let's say you are that Buyer. How would you talk to
Customer Service about this?
Remember our role-plays from yesterday?!!
(Instruct-Model) (Repeat introductions from previous
session, this is how a typical CS conversation starts.)
Linda: Hello. This is Linda at Customer Service. How can I help you
today?
Hina: Hi Linda. I'm calling to return an item I bought on your site
last week.
Teacher talk: We're talking to Linda again at CS!
 6. Linda: Hello. This is Linda at Customer Service. How can I help
you today?
7. Buyer 1: Hi Linda. I'm calling .......................................

Teacher talk: You're right. You're going to say you want to return
the keyboard.
Is there another way to ask the same thing??
I like how you say it, Anita.
5. Buyer 1: Hi Linda. I'd like to return the keyboard I just
received.
6. Buyer 1: Hello, Linda. Can I return the keyboard I just
received, please?
Teacher talk: Oh yes, that's perfect as well!
Buyer 1: Hi, good morning! I have an issue with the keyboard. Can I
return it, please?
Teacher talk: Now how would Linda respond to that?
She would ask for some information. This is the second step of
the process.
14. Linda: Could you tell me what the problem is?
15. Linda: The seller does not accept returns, I'm afraid, but
I could help you with a replacement.
(Display of information-The third step, where you provide
detailed information as requested.
Make your problem statement now to let Linda know why you want
to return the keyboard.
Students make different sentences and practice making a problem
statement.)
9.Buyer 1: The keys are just too hard and uncomfortable to
type. I simply cannot use it.
10. Buyer 1: I've used the keyboard for about a week and I
think it's of really poor quality.
11. Buyer 1: It's really not functional. The keys are just too
hard to use. So, I'd like to return it, please.
12. Buyer 1: It's just not worth the price I paid for it as I
simply cannot type at my normal speed. The keys are not
smooth.
Teacher Talk: Let's see how Linda helps you out now:
Linda: I'm sorry, you are not happy.........................
Linda: I can replace the keyboard to you. Would you like that?
Linda: No problem. Would you like a .....(replacement).......?
Buyer 1: No, .......................(refund)..............., please
Buyer 1: Sure, please .............(replacement)............
Buyer 1: I'd prefer my payment to be credited back to me.
Teacher talk: This seems to be going smooth. I guess it's time to
end the phone call now. How do we do that?
(Repeat as in previous session< Last stage now. Closing
remarks are what you use as you are about to end the
conversation>)
Linda: All right. I'll help you with the return process. Once we
receive the keyboard back from you, please allow for 7 days to see
the payment reflected in your bank account.
Hina: Perfect! Thank you.
Linda: Is there anything else I can help you with?
Buyer 1: No, that's it for now.
Buyer 1: No, thanks, you've....................help.
Buyer 1: Thanks, you've been...................helpful.
Buyer 1: I apprecite................................Thank you.
Buyer 1: Nothing more, I guess I just need to wait then. Bye now.
--
Guided Practice Exercise 2: Classroom activity. Instruction:
Offer much less guidance through the four-phase breakdown of doing
CS calls. imilarly four phase breakdown of doing CS calls
[[Amazon Buyer 2: [same product: Quantum keyboard] /1.0 out of 5
stars . / Reviewed in India on 5 September 2020 /Verified Purchase
USB wire Automatically Disconnecting. Frequently automatic
disconnecting due to loose connection of USB.]]
__
Minimally Guided Practice 3: Pair work & Roleplay-Hand-out
poor reviews-They write out dialogs and then perform. One is CS,
the other is Buyer.
[[Amazon Buyer 3: [same product: Quantum keyboard] \1.0 out of 5
stars 7403 or 7406? /Reviewed in India on 8 August 2020
Incorrect information given, is it 7403 or 7406?how can the
consumers trust a brand if its false information.
4 people found this helpful]]
__
Minimally Guided Practice Exercise 3: Pair work & Roleplay-
Hand-out poor reviews-They write out dialogs and then
perform. One is CS, the other is Buyer.
Instruction & Teacher Talk: Now we talk of a Pendrive, new
product, so new challenges and new vocabulary comes in, but same
four-step process with CS. Cover anything that seemed less than
well-done in previous role-plays and get them ready for Independent
practice. Let students know that after this, they would be making a
formal complaint as a return was not accepted at the site.
[[Amazon Buyer 4: Boriesh
New product: SanDisk Cruzer Blade 32GB USB Flash Drive
Top critical review /1.0 out of 5 stars /Reviewed in India on 17 April
2019
Instead of 32gb, only 29gb is there.
Actually i am a physics teacher. i well-known about the
storage concept. Surely there will be some plus or minus will
be there. but in my 32GB pendrive 29 GB only there. If we buy
16GB means 14.5 GB only theren now my question is why its
happen. U can say 1000 reason. if surely some losses will
come means instead of 32, u have to develop 35 GB, then
some losses means we can get 32 GB, why you are not do like
this.
26 people found this helpful.]]
--
Minimally Guided Practice Exercise 4: Pair work & Roleplay-
Hand-out poor reviews-They write out dialogs and then
perform. One is CS, the other is Buyer.
[[Amazon Buyer 5: Name: Sandeep. /Product: SanDisk Cruzer Blade
32GB USB Flash Driv/1.0 out of 5 stars Fake defective product
/Reviewed in India on 2 September 2018 /Capacity: 16GBVerified
Purchase
This pendrive is totally fake, i ordered it on a lightning deal
bcoz it stated 16gb, i did not know that after formatting it the
memory will decrease so ridiculously , guys its actual size is
just 299 MB i don't know how when i started using it , it
worked fine, i used to copy and transfer movie files well
above 5gb but all of a sudden when i once formatted it, the
memory lost, HIGHLY DISAPPOINTED. I will never buy any
stuff from lightning deal , they sell fake/defective products on
lightning deals
21 people found this helpful]]

Independent Practice R yes W yes L yes S yes

Independent Practice: Modeling: Students were aware during the

previous session that they would now have to present a formal
complaint (as a presentation theme) at a consumer forum since their
request for return was rejected at the site. This will also be part of
their final assessment.
Linda: I am so sorry, but the seller policy clearly specified
that no returns will be accepted.
Board Work/Power Point / Slide on OHP:
Buyer Presents his case:
Sir/Madam,
I had
purchased ...................................on..................at..............
.......(retailer name).
Problem Statement: The ....(product).............is faulty..
Here is a proof of my purchase and payment.
..................................{issue 1}
...................................{issue 2}
...................................{issue 3}
I had approached the CS.....on.............complained about the
product.
However, Ms. Linda at CS said...................................
 I request you to intervene as the seller has been
cheatful and sent a defective product.
 When sellers do not provide fully operational goods,
buyers should be given a refund.

INSTRUCTION: Only this segment has new language and the

rest is a demonstration of previously produced language in
class. Therefore, once students are made familiar with this
part, they will be allowed 5 minutes to prepare/write down
what they would like to say, and present their case to the
Judge at the consumer forum.
 Assessment R W yes L yes S yes

Assessment Model: Teacher and Peer-based Assessment:

Method: Individual Presentations
Activity: Each student will present to the class a personal
experience of a disappointing purchase as a written complaint to the
Government consumer forum as neither seller not CS resolved their
complaint. Following the pair activity, students will be told that they
will be assessed in the next session on the oral presentation of their
written complaint. They could come prepared at home or present
based on proficiency picked up in prior sessions after 5 to 6 mins of
prep time is given.
Activity outline: Split into two groups A and B. Each member of
Group A judges each member of Group B.
Assessment Rubric: Score 1 point for each of the four questions.
Total score of 3 or above is “approved request” from each “Judge”,
0-2 score is “not approved request”. Columnized scoring sheets will
be provided to all students.
1. Was the opening statement on background information
made clearly?
2. Was the problem statement properly made, with details
of issues being mentioned?
3. Was reason(s) for seller's refusal to accept return
stated?
4. Did the buyer mention what help he seeks and/or why?
End activity by scoring both groups. Group with higher total score
wins!! Winning group declared!

Note: When adequate practice has been given, I find individual

assessment can be very demotivating for really weak students. So I
favor group assessments when I am fairly confident that everyone
has been doing reasonably well in the guided and independent
practice sessions prior to final assessment. Thank you!

Teacher Talk: All right. That was really fantastic. Now, I hope you
guys never have to leave poor feedback and stay quiet. You know
how to get your money back from bad sellers! Great job, all of you!