ENGLISH ROLE-PLAY SCRIP:

SITUATION 19: AT A PET SHOP

IZAAN: Hi, I’d like to speak to the owner, please. I have a concern about my purchase.
Ainaa: Hello, what can I do for you?
IZAAN: I recently bought a bag of dog food, and my dog got sick from it.
AINAA: I’m sorry to hear that. Can you bring in the receipt? We can check the lot number on the
food to see if it’s a batch that had issues and take appropriate steps to make things right.
IZAAN: I don’t have the receipt with me. But my dogs been vomiting for two days straight, and
I don’t know what to do.
AINAA: I’m sorry to hear about your dog’s illness. Let me check what I can do. I’m happy to
inform you that we can offer you a replacement bag of food or a refund. Which would you
prefer?
IZAAN: I’d like to refund.
AINAA: Okay, let me process that for you. I’d also like to offer you a discount on your next
purchase to show our gratitude for your loyalty and understanding in this matter. Is there
anything else I can do for you today?
IZAAN: Thank you, that’s very kind. I’m glad you were able to resolve this for me. I
appreciateyour help. I’ll be sure to let my friends know about my positive experience here.
AINAA: Thank you so much, we appreciate your business. We’re committed to providing the
best possible pet care products and servicesto all of our loyal customers.