Page 21 - Business English 2_revised 2018

Customer: I think it‟s overheating. It gets so hot whenever I use it.
Store Clerk: Let me have a look.

Customer: Ok.
Store clerk: I‟ve just finished running hardware diagnostics on the laptop. Everything looks fine. The good news
is that the memory processor, BIOS, mainboard, and battery are all working properly. There doesn‟t seem to be

any damage or defects with any of the hardware.
Customer: So, what could the problem be?

Store clerk: That depends. Is the area where you use the laptop exposed to direct sunlight or heat?
Customer: Not at all. I use it in the bedroom at night.
Store clerk: Do you sit on the bed when using the laptop?

Customer: Yes, It‟s usually on top of the covers on my lap. Why?
Store clerk: That‟s probably why it‟s overheating. The covers prevent the ventilation system from working
properly. The cloth blocks the bottom and side vents.

Customer: That makes sense. So, if I don‟t use the laptop on my bed, will it be ok?
Store clerk: It should be perfectly fine. Just remember wherever you use it to allow air flow freely through those
vents.

Customer: Thank you, I will.

Answer the following questions based on the conversation above.
1. Why does the customer see the store clerk?
2. What‟s wrong with the bought item?
3. What does the store clerk do to identify the problem?
5. Does the store clerk give solution to the problem?
6. Does the customer seem to be content?

D. VOCABULARY

Match the words with the correct definition

Warranty Broken or not working properly.
Receipt To swap one thing for another thing. Normally of equal value.
Defective A written promise, from the maker of a product or the shop where you bought it, to
either fix or replace a product within a period of time if there is a problem with it.
Exchange A written document you get when you buy something that shows the detail of what
you bought on it.
Return Policy To get the money you paid for a product back if you bring it back to the shop where
you bought it.
Refund A store‟s rules about how you can or cannot bring a product back to the shop if you
don‟t like it, or it there‟s something wrong with it after you have bought it.
Store credit A document offered by a store to a customer who returns an item not eligible for a
refund. It can be used to buy other goods at the store

Page 18 | Business English 2 - Department of Management UMY