Unit 4: Your customers

Workplace Skills

• Explains a discontinued item
• Discusses a safety recall
• Offers to make good
• Improves a quality-control problem
• Offers service

Life Skills

• Requests a brand
• Asks for service in a gas station
• Acts on a product recall
• Explains conditions
• Writes consumer complaint letters

Civics Concepts

• Consumer Product Safety Commission and product safety recalls
• Civic responsibility for the environment
• EPA rules

Social Language

How to:

• confirm another's opinion
• express disappointment
• express regret
• offer an alternative

Grammar

• Used to
• Comparisons with as and not as
• Review: Comparative forms

SCANS Competencies

• Interpersonal: Serves customers
• Information: Acquires and evaluates data

SCANS Foundation Skills

Listening

Understands:

• product recall announcements
• attributes of brands and product

Speaking

• Role-plays a product recall
• Offers to make good
• Relates a personal experience

Reading

Reads:

• CPSC safety recalls letters of complaint
• advice about environmental hazards

Writing

• Writes a complaint letter and response
• Charts defective products
• Writes a composition

Thinking

• Compares and contrasts consumer behavior in a native country with the U.S.A.
• Compares and contrasts present and past life

Personal Qualities

• Demonstrates individual responsibility as it relates to the environment and product safety