Propose a solution - Speaking level 1 | Trường Đại Học Duy Tân

PART III – PROPOSE A SOLUTION
Direction: In this part of the test, you will be presented with a problem and asked to propose a
solution. YOU will have 30 seconds to prepare. Then you will have 60 seconds to speak. 1.
Respond as if you work at an office supply company In your response, be sure to
+ show that you recognize the problem, and
+ propose a way of dealing with the problem. Here is the problem:
Hi. This is Jacob Duncan. I ordered a photocopier from your company last Sunday. Your staff
told me it took four days to deliver. Five days has gone by since the order date, but I have not
received it yet. Can you tell how long I have to wait? Again, this is Jacob and my order number is 217P.
Hello, Mr. Duncan. My name is Van, and I'm returning your call. We are very sorry that your
photocopier has not been delivered even though it has been five days since the order was placed,
so we will try to solve it right away. The problem may be that the volume of orders is so high
that delivery may be delayed, so we will contact the shipping department to arrange delivery as
soon as possible for you. After working with them, I will call you back to let you know the
specific delivery time. Thanks again for your call, and again, we are very sorry for this delay in delivery. 2.
Hi. This James Cornwell. I bought a computer from your online store last month. Yesterday it
suddenly shut down when I was working on. I have tried to start it several times but now it won’t
turn on. I need to have my computer fixed. Could you tell me how I can get it serviced please?
Hello, Mr. Cornwell. My name is Van, and I'm returning your call. We are very sorry that the
computer which you bought from our online store last month shut down when you were working
on it though you have tried to start it several times. Maybe there's been some problem with your
computer. You can bring it to one of our PC World branches, or you can have one of our
technicians sent to your home or office. However, if you want the on-site repair service, you will
be charged for it. Please call back to me and say what you want to do. Thanks again for your call,
and again, we are very sorry for this problem. 3.
Hello. This is Mark Kelly. I just had a maintenance service for my car at your repair shop
yesterday. And I took it back this morning. But the engine is not working properly again, and so
does the brake. I feel really disappointed. What should I do now?
(Note: Brake: phanh xe, engine: dong co, maintenance: bao tri)
Hello, Mrs. Kelly. My name is Van, and I'm returning your call. We are very sorry that the engine
and the brake of your car is not working though you just had a maintenance service for your car
at our repair shop yesterday. Perhaps there was a shortcoming when fixing your car. We will
send an engineer to your home to inspect the vehicle. Let us know your address and when we can
arrive. Thanks again for your call, and again, we are very sorry for this problem. 4.
Hi. This is Kate Wright. I have an appointment for health check with Dr. Simon at 10 a.m.
tomorrow. But something urgent came up and I need to leave for a business trip to Seattle early
tomorrow morning. Is it possible to rearrange my appointment?
(Note: appointment: cuộc hẹn)
Hello, Mrs. Wright. My name is Van, and I'm returning your call. I understand that you can't
have a health check with Dr. Simon at 10 a.m. tomorrow because you need to leave for a
business trip to Seattle early tomorrow morning. Hmmm... I will cancel the appointment for you.
However, we do not have any vacancies until Thursday next week. We have openings at 11 a.m.
on Thursday or 3 p.m. on Friday. So let me know when you can come and I'll arrange a suitable appointment for you. Thank you 5.
Respond as if you work at FPT shop In your response, be sure to
+ show that you recognize the problem, and
+ propose a way of dealing with the problem.
The new laptop that one man bought at FPT shop cannot start.
Hello, my name is Van, and I'm returning your call from the FPT shop. I heard that the new
laptop which you bought from our shop cannot start. We are so sorry about it. Maybe there's
been some problem with your laptop and we need to check it. You can bring it to one of our PFT
shops branches or you can have one of our technicians sent to your home or office. However, if
you want the on-site repair service, you will be charged for it. Please call back to me and say
what you want to do. Thanks again for your call, and again, we are very sorry for this problem. 6.
Respond as if you work at the bank In your response, be sure to
+ show that you recognize the problem, and
+ propose a way of dealing with the problem. In your response, be sure to
+ show that you recognize the problem, and
+ propose a way of dealing with the problem.
Hi, this is Marsha Syms. I’m calling about my bank card. I went to the bank machine early this
morning, you know – the ATM – because the bank was closed, so only the machine was open.
Anyway, I put my card in the machine and got my money out, but then my card didn’t come out of the machine.
Hello Marsha, I got your phone call. I understand that your bank card is stuck in the ATM
machine after you got the money because the bank was closed, so only the machine was open.
My proposition to you is to come back if you can before 4-5 pm when we close. And we will be
able to get the card out of the ATM machine for you. If not, then please tell us any time you can
come and we will find time to open the machine and get your card out of the machine. Thanks
again for your call, and again, we are very sorry for this problem. 7.
Respond as if you work at the bank. In your response, be sure to
+ show that you recognize the problem, and
+ propose a way of dealing with the problem. Here is the problem:
Hello, this is Dan Connor. I’m calling about my new credit card. Ah, actually, the problem is that
I haven’t received it yet. My old card expires this week and I would like to get my new card.
Hello, Mr. Connor. My name is Van, and I'm returning your call. We understand that you would
like to get your new credit card because your old card will expire this week but the problem is
that you haven’t received it yet. We are so sorry about it. Perhaps there was some problem with
our delivery department. Please let us know your card number, then, I will check and send it to
you as soon as possible. Thanks again for your call, and again, we are very sorry for this problem 8.
Respond as if you work at FPT. In your response, be sure to
+ show that you recognize the problem, and
+ propose a way of dealing with the problem.
Hi, this is Delphine Roy. I can’t seem to open my company’s account on your website. Could
someone call me and help me fix this problem?
Hello Delphine, thank you calling us and I’m Van. I'm sorry to hear that you are having trouble
accessing your company's account on our website. I would be happy to assist you in resolving
this issue. To better understand the problem and provide a solution, could you please provide me
with your company name and the error message you are receiving when trying to access your
account? This will help me identify the issue and guide you accordingly. In the meantime, you
can try some ways such as using a different web browser or resetting your password if you
cannot log in. If these steps don't work, we can give other solutions. I look forward to hearing
back from you soon and helping you resolve this problem. Thank you. 9.
Hello, this is Nancy Polanski. I’m calling from the airport. One of your taxis dropped me off at
the international departure terminal 20 minutes ago. I think my passport got left behind in the
taxi. I noticed it was missing when I checked in with the airline. I can’t find it in my purse or my carry-on bag.
Hello Nancy, I'm sorry to hear that you may have lost your passport. I will do my best to assist
you in locating your passport. Firstly, can you please provide me with the details of your trip,
such as the date and time of the pickup, the taxi number or driver's name, and the drop-off
location? This information will help me locate the taxi and contact the driver to check if your
passport was left behind. In the meantime, I suggest you retrace your steps and check all your
belongings again thoroughly to make sure it is not misplaced somewhere. You can also check
with the airport security or lost and found department to see if someone turned it in. I understand
how stressful this situation can be, but we will do everything we can to help you find your
passport. Please stay on the line while I gather more information and coordinate with our team to assist you further. Thank you 10.
Respond as if you work at the supermarket. In your response, be sure to
+ show that you recognize the problem, and
+ propose a way of dealing with the problem. Here is the problem:
Hi, this is Ron Thomas. This afternoon I shopped at your supermarket and I think you made a
mistake. When I get home I checked my receipt and you charged me for two bottles of cooking
oil but I only bought one bottle.
Hello Ron, I'm sorry to hear that there was an error in your receipt and that you were charged for
two bottles of cooking oil instead of one. To help us investigate the matter and resolve the issue,
could you please provide me with more information about your purchase? Once we have this
information, we can identify any issues related to your purchase. We will also contact the cashier
who served you to verify the items scanned during the checkout process. If it is found that there
was an error on our part, we will promptly refund the overcharged amount to you. We apologize
for any inconvenience caused and appreciate your help in bringing this to our attention. Thank
you for shopping at our supermarket and please let us know if you require any further assistance with this matter. Thank you. 11.
Respond as if you sell online foods. In your response, be sure to
+ show that you recognize the problem, and
+ propose a way of dealing with the problem. Here is the problem:
One girl ordered the foods for lunch but it was delivered too late.
Hi, I’m sorry to hear that your lunch delivery was delayed. I’m very sorry for this inconvenience.
To assist us in troubleshooting this issue, please provide me with the order number or any other
relevant details about the order. Once I have this information, i will investigate the cause of the
delay and take appropriate action to ensure that it does not occur again in the future. I will also
provide you with appropriate compensation for the inconvenience caused. I understand the
importance of timely delivery, especially for food orders and I assure you that we are doing
everything we can to avoid such delays in the future. Thanks again for your call, and again, we
are very sorry for this problem 12.
Respond as if you are a manager of . Azura building In your response, be sure to
+ show that you recognize the problem, and
+ propose a way of dealing with the problem. Here is the problem:
The elevator of Azura building doesn’t seem to be working.
Hello, this is the manager of the Azura building, I understand you had a problem with the
elevator because it doesn't work. I'm so sorry about this inconvenience. To address this problem,
I will immediately dispatch our maintenance team to inspect and rectify the issue. In the
meantime, we suggest that you use the stairs or an alternate entrance to access your desired floor.
I assure you that I am doing everything in my power to restore it as soon as possible. I will also
keep everyone about the repair status and provide regular updates until the issue is resolved.
Thanks again for your call, and again, we are very sorry for this problem