Part 1 (Introduction & Interview) Topic: Shopping

Do you enjoy shopping? [Why/Why not?]

Yes, I enjoy shopping because it’s relaxing and I like finding good deals.

What kinds of things do you usually buy?

I usually buy clothes, groceries, and sometimes gifts for family or friends.

Where do you usually shop?

I mostly shop at local markets and shopping malls because they have many options.

Do you prefer shopping alone or with other people? [Why?]

I prefer shopping alone because I can take my time and don’t feel rushed.

Part 2 (Long Turn / Cue Card)

Describe a time when you made a complaint and were satisfied with the result. You should say:

– who you complained to

– what you complained about

– what happened as a result

– and explain why you were satisfied with the result.

Last year, I ordered a jacket online, but when it arrived, it was the wrong size and colour. I complained to the customer service team through email. They responded quickly and asked me to return the jacket free of charge. They then sent me the correct one within a week. I was satisfied because they solved the problem without any hassle and were polite and professional. It made me trust that company more.

Part 3 (Discussion) Topic: Complaints

Why do some people find it difficult to complain?

Because they feel shy or worry it might cause conflict.

Do you think it’s always worth complaining when you’re not satisfied with something?

Not always — sometimes it’s better to let small things go, but for serious problems it’s important to complain.

How can companies handle complaints better?

They should listen carefully, respond quickly, and offer fair solutions to keep customers happy.