TOEIC Speaking - Question 10 - Propose a Solution

 TOEIC Speaking - Question 10 - Propose a Solution

Introduction: In this section of the TOEIC Speaking you will provide a solution to a problem that someone reports over the phone. In your response you must show that you fully understood all aspects of the problem and provide a reasonable solution. Remember that you need to speak in a way that is appropriate for the situation. You will hear the problem and then you will have 45 seconds to prepare your response. Then you will speak for 60 seconds to provide your solution. 

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Strategies: It is helpful to use the following framework to organize your ideas and provide a coherent and complete response.

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1) Introduction: In your opening sentence say who the message is for, identify yourself and state why you are calling. The following frames can help you create your introduction.

• "Hello, this message is for ___(caller's name)___. I am __(your name)__ from __(your company)__ and I'm returning your call about __(the problem)__."
• "Good afternoon, this is __(your name)__ from __(your company)__. I am calling __(caller's name)__ to talk about __(the problem)__."
• Example: "This is a message for Jenny Pollard. This is Mark from the Central Heating Company returning your call. I got your message regarding the fact that your new heating system doesn't seem to be working properly and I want to see how we can help you with this.

2) Focus on the Problem: After your introduction you should apologize and express sympathy for what the caller is going through. These phrases can be helpful.

• I'm/We're sorry to hear that...
• I/We'd like to apologize for this...
• Please accept my/our apologies for this...
• We sincerely hope you will accept our apologies for this situation.
• I know it must feel frustrating for you to be in this situation.

Be sure to restate the issue in your own words so that the TOEIC raters can tell that you fully understand the problem. One way to do this in a natural way is to offer some kind of explanation about why the problem may have occurred. Take a look at these examples.

• Situation: Delivery was late.
• We recently hired a new delivery driver and he got lost on his route. That is why he arrived a little late with the delivery.

• Situation: Wrong color chair was shipped.
• It seems that there was a problem with the computer system in the warehouse and that is why the wrong color chair was shipped to you by mistake.

Provide a viable and time-bound solution or suggestion about how the problem can be fixed. Give specific time references regarding what you will do and when.

• We´re going to arrange for someone to fix the problem this afternoon.
• We'd like to send the missing parts by courier to your office this evening.
• I would like to offer you a replacement copy. Come by the store anytime this week to pick it up.
• We will fix the problem in the system immediately so that this problem will never happen again.

If the problem does not have a solution, you can explain what steps you will take so that the problem doesn't happen again in the future. You can also offer some kind of financial compensation if appropriate.

• Because this was our mistake, we would like to offer you a 20% discount on your next purchase.

3) Wrap Up: Finish the call by offering another sincere apology.

• So once again, I would like to apologize on behalf of _____ for the trouble you had.
• We're really sorry for the mistake and I can assure you it will not happen again.

Sample Response

Listen to the audio below and try to identify the caller's name, your role, and the problem. Think about how you might respond to this caller.

Now listen to a sample response to this problem. What do you think the speaker did well? What do you think the speaker could improve about his response?

 

Practice Tasks

Task 1: Click the video below to hear two sample calls. Work with your partner to analyze the call and figure out exactly what you need to know to respond appropriately. Draw a similar table in your notebook and use it to take notes about what you hear. Then decide what would be the best strategy to respond to each problem.

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Task 2: It is helpful to practice making the introduction for your phone call so that you don't have to think too hard about it on the real exam. Practice saying a one or two sentence introduction for the situations below. Be sure to provide the following info:

• Your name
• The caller's name
• Your reason for calling

1) Tara Smith called the Davenport Language School to complain that she never received some information about the Spanish courses she had requested via email. 

2) Peter McFarland called Natural Flooring to report that the color of the floor tiles that were recently delivered to his house did not match the color of the sample floor tile he had selected.

3) Will Burns called the Trust Bank to report that he misplaced his debit card while on vacation and to request a replacement as soon as possible. 

4) Jack Welsh called Big Savings Electronics to complain that the new high resolution television he purchased has a blurry image.

5) Jessica Garcia called Parkview Hotel to report that the her name was misspelled on her bill.

Task 3: Let's practice the next step in the process. Remember it is a good idea to apologize or express empathy for the person's problem and clarify what might have happened to cause it. For example: 

• It seems there was some kind of problem with our computer records...
• I believe there was some confusion over  the tools your team ordered...
• I'm afraid that  the wrong delivery date was put on your order...
• There appears to have been a problem with...

Now you try. Try apologizing and explaining the cause of the problem to the situations below. The words in bold are the complaint made by the customer and the words in (parentheses) represent a possible cause.

• Example: The pipes in the building froze and broke (cold weather)
• I am so sorry for your inconvenience. It seems that because of the unusually cold weather last night your pipes froze and broke.

• Deliveries were late (new delivery driver got lost)
• Wrong color chair was shipped: (mistake in the warehouse)
• Delay in parts being sent (airline strike in Europe)
• CDs weren't delivered to the salesperson (you made a mistake about the address)

You need to finish your talk by providing a reasonable solution. Tell the person what you would like to do to address the problem and be sure to give specific time references. If the problem cannot be fixed, explain how you will avoid similar problems in the future. If it is appropriate, you might also offer the person some kind of financial benefit as compensation.

Think of a "time-bound" solution to offer a customer for the following problems.

• Example: You made a mistake on a customer's bill.
• We will fix that problem with your bill right away Mr. Anderson. If you will just read me receipt number, I will open it in our computer system now. I can generate a new bill and send it to you buy email this afternoon and we can send you a refund for extra money you paid through a bank transfer. Again, I am really sorry for the trouble  this has caused you and we would like to offer you a 10% discount on your next purchase to compensate for your inconvenience. 

• A customer bought a defective product in one of your company's stores.
• You misspelled a customer's name on a bill.
• Your company delivered an order one week late.
• The customer claims that a salesperson in your company was very rude.
• Something sold in your store was missing some important parts.
• A truck driver with your company damaged a customer's car.

Task 4: Now let's plan out a full response. Play the audio below and take notes using the strategy you learned in Task 1.

Now play out your response. Work with your partner to use the guide below to organize a sample response to this problem. Write a few keywords for each point in the table. Then take turns saying your response for 60 seconds.

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Timed Practice

Instructions: The video below contains four sample problems. Take notes as you listen to each one. Use the suggested framework to identify who is calling, what YOUR role is, what the problem is, and any other important details related to the problem and the caller's requests. Pause the video after each call to prepare what you will say. Then play the video again and give your answer using the timer for a guide. Good luck!