Starting up A What do you or don't you like about shopping? What are the advantages of shopping online? books and magazines designer clothes CDs Which of the items on the left have you bought online? Why? perfume holidays groceries jewellery C Which of those items would you not buy online, and why? Give three travel/concert tickets reasons why some people prefer not to buy goods and services online. Vocabulary A Choose the correct word to complete each sentence. Shopping online 1 We offer a ....discount.... to customers who buy in bulk. a) refund b) discount c) delivery 2 We ask customers who are not fully satisfied to . ..... goods within seven days. a) discount b) refund c) return 3 In order to get a full ......... . . customers must send back goods in the original packaging. a) discount b) refund c) return 4 Goods will be .................. within 24 hours of your order. a) despatched b) purchased c) exchanged 5 Goods are kept in our .................. until ready for delivery. a) stock b) storage c) warehouse 6 Products and services offered at a large discount are generally a(n) a) sale b) bargain c) offer 14 2 Selling online B Combine words from boxes A and B. Make phrases that match the definitions (1-7). For example, credit card details - 2 the name, number and expiry date on your credit cord. credit card cooling off money back guarantee stock period credit method of interest-free out of after-sales details service payment 1 the time when you can change your mind and cancel an order 2 the name, number and expiry date on your credit card 3 the way you choose to buy the goods you want 4 when you can pay some time after you buy, but at no extra cost 5 when the goods you require are not available 6 a promise to give your money back if you are not happy 7 the help you get from a company when you start to use their product Listening A Work in pairs. Discuss which words from the box you could use to complete Multi-channel the sentences below about Argos, the UK's largest multi-channel retailer. retail channel enquire identical integrated online order run store telephone website 1 Our experience shows that customers will sometimes buy ............ ...... . sometimes order on the .................. and sometimes go into the stores to pick up goods. So we need to understand what our customers want. 2 Our operations are fully integrated. The prices that we show on the . . . . . . . . .......... are .. .... to the prices that you would pay in the 3 You can call up a call centre and . . ........ about an . . . ... . ........... that you placed through any .... 4 We don't .................. operations side by side; we run a truly ......... multi-channel offer. Indira Thambiah 21 Now listen to the interview with Indira Thambiah, Head of
