Objectif du plan de formation de la profession
CFC AP 1 — Conseil et service à la clientèle
Aperçu des questions
1Associe à chaque terme français de la réclamation son mot anglais.
À associer par paires :
DéfectueuxÉchangerLa garantieL'appareil de remplacementLa réparationJustifiée (réclamation)
DefectiveJustifiedThe repairThe replacement deviceThe warrantyTo exchange
2Le client revient avec les dragées qu'il n'arrive pas à avaler. Quelle première phrase est juste ?
You should have read the box.I'm sorry to hear that. When did you buy the product?That's not our problem once you've left the pharmacy.Everyone can swallow these, just try harder.
3En Suisse, un médicament ouvert ne peut pas être repris et revendu ; en anglais : «Unfortunately, I am not allowed to take back opened medicines.»
VraiFaux
4L'emballage est intact et la pharmacienne autorise l'échange contre des comprimés effervescents. Comment le dis-tu ?
OK, take the other ones and go.Exchange is possible, but only today, hurry.You can have the others, but it's the last time.I can exchange it for the effervescent tablets, if that's what you'd prefer.
5Classe chaque phrase selon qu'elle CALME ou AGGRAVE la réclamation.
Catégories :
Calms the situationMakes it worse
Éléments à classer :
Calm down, it's only a box of tablets.I understand that this is annoying.Let me see what I can do for you.Other customers never complain about this.Please excuse the inconvenience.That's what happens when you buy in a hurry.
6Un client rapporte un tensiomètre qui ne fonctionne plus après un mois. Quelle question clarifie la panne ?
Did you break it?What exactly is not working, and how did you use the device?Was it cheap?Why do you need a blood pressure device anyway?
7«Do you have the warranty certificate or the receipt with you?» demande le certificat de garantie ou la preuve d'achat.
VraiFaux
8Remets le traitement de la réparation de l'appareil dans le bon ordre.
À remettre dans le bon ordre :
Can you please give me your name, address and phone number?In the meantime, do you need a replacement device?May I send it in for repair?Should we call you when the device is back?Would you like an estimate before they repair it?
9L'appareil est encore sous garantie. Comment expliques-tu la suite au client ?
If it were out of warranty, you'd have to pay for the repair yourself.You have to contact the manufacturer yourself, we only sell.It's still under warranty, so the repair won't cost you anything.We'll see, warranties are complicated.
10Coche les phrases avec lesquelles tu PROPOSES une solution, comme le plan l'exige.
I can order the other product for you by tomorrow.Can I offer you a replacement device in the meantime?I can exchange it for a different form.There's nothing we can do.You'll have to live with it.Complaints go to the manager, come back next week.
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