Audio for Unit 1: May I Help You?
By Heide Spruck Wrigley.
(The textbook is out of print and this recording was done with her permission. You’ll notice from the price of coffee and donuts that times have definitely changed!)

In this episode, “Understanding What the Customer Wants,” you will hear two dialogues that take place in a Donut Shop. When you go to buy your coffee and breakfast at a new place, you may not know where things are located or what the establishment expects. For example, I am often confused if the clerk will add sugar for me or if I have to do it myself. I also don’t know if they will give me a napkin or if I have to get them at the counter.

Listen to Dialogue 1 and think about what the clerk could do to improve her service so the customer doesn’t get so annoyed.

Dialogue 1
Clerk: May I help you?
Customer: Yes, I’d like half a dozen of the strawberry-filled donuts and five of the (mumble) buttermilk bars.
Clerk: Okay.
Customer: No, no you are giving me the blueberry donuts, I wanted strawberry jelly. What are you getting now? I wanted the glazed bars, not the plain.
Clerk: I’m sorry. What else do you want?
Customer: I’ll take three large coffees to go.
Clerk: Okay.
Customer: I said, I wanted those to go.
Clerk: Okay, the lids are over there.
Customer: Over where? There?
Clerk: Yes.
Customer: How about cream and sugar?
Clerk: That’s over there too.
Customer: Okay, how much is that?
Clerk: Three seventy five.
Customer: Here’s a five. Could I have all my change in quarters please? I need to go to the Laundromat.
Clerk: No. I am sorry.
Customer: Well, thanks a lot.
Clerk: You’re welcome. Have a nice day.

In Dialogue 2, you will hear clarifying questions, repeating information and confirming questions. Don’t worry about repeating information. Most customers will be happy to have you repeat their order back to them so they know you are getting the correct items. I know it makes me happy when people repeat back my information instead of just saying, Okay, okay, okay or yes, yes, yes!

What did the clerk ask or say to the customer to avoid making any mistakes with the order? (Scroll down for answers)

Dialogue 2

Clerk: May I help you?
Customer: Yes, I would like half a dozen strawberry-filled donuts…
Clerk: Six strawberry donuts
Customer: Five (mumble) buttermilk bars.
Clerk: I’m sorry. Five what?
Customer: (mumble) buttermilk bars.
Clerk: I’m really sorry. Could you show me what you want?
Customer: Right here, the glazed buttermilk bars.
Clerk: Oh, okay. That’s five right?
Customer: Yeah.
Clerk: They’re very good, aren’t they?
Customer: Yeah, I really like them.
Clerk: Can I get you anything else?
Customer: Yeah, three cups of coffee.
Clerk: Would you like those for here or to go?
Customer: Well, I don’t think I ‘m gonna drink all that coffee by myself.
Clerk: Yeah, that would be a bit much. The lids for your coffee are on the counter behind you and the sugar and milk are right next to them. Is that all for you then?
Customer: Yeah. That’ll do it.
Clerk: That’s six strawberry jelly, five glazed buttermilk bars, and three large coffees. Right?
Customer: Here’s a five. Could you give me the rest in quarters, please? I need them for the laundromat.
Clerk: Oh, I’m really sorry. I’d like to give you quarters, but I don’t have any extra. I need to keep what I have for change. I’m sorry.
Customer: That’s okay.
Clerk: One twenty five is your change. Thank you very much.

(Answers)
1) She repeated the order, “Six strawberry donuts”
2) She asked for clarification, “I’m sorry. Five what?”
3) She asked for more clarification when she didn’t understand the customer, “I’m really sorry. Could you show me what you want?”
4) She asks for confirmation, “Oh, ok. That’s five, right?
5) She asked for more information, “Would you like those for her or to go?”
6) She asked for confirmation before check out, “That’s six strawberry jelly, five glazed buttermilk bars, and three large coffees. Right?”