Scribd Logo
Upload

Welcome to Scribd!

  • 23 views

    Sujet #1

    Uploaded by

    Goussot Lylou
    - The document describes a role play scenario where the student works at an appliance store and must help a customer, John Doe, who is having issues with a toaster he purchased two years ago. - John Doe's toaster is not popping up the slices of bread fully and they are getting burnt. The toaster came with a 2-year guarantee. - As an employee, the student must analyze the documents provided, welcome John Doe, address his needs, choose a solution, and say goodbye. The solutions include repairing the toaster, providing a voucher for a new one up to 12.5% of the price, or replacing it for free.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Sujet #1

    Uploaded by

    Goussot Lylou
    23 views4 pages
    - The document describes a role play scenario where the student works at an appliance store and must help a customer, John Doe, who is having issues with a toaster he purchased two years ago. - John Doe's toaster is not popping up the slices of bread fully and they are getting burnt. The toaster came with a 2-year guarantee. - As an employee, the student must analyze the documents provided, welcome John Doe, address his needs, choose a solution, and say goodbye. The solutions include repairing the toaster, providing a voucher for a new one up to 12.5% of the price, or replacing it for free.

    Original Title

    Untitled

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    - The document describes a role play scenario where the student works at an appliance store and must help a customer, John Doe, who is having issues with a toaster he purchased two years ago. - John Doe's toaster is not popping up the slices of bread fully and they are getting burnt. The toaster came with a 2-year guarantee. - As an employee, the student must analyze the documents provided, welcome John Doe, address his needs, choose a solution, and say goodbye. The solutions include repairing the toaster, providing a voucher for a new one up to 12.5% of the price, or replacing it for free.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    23 views4 pages

    Sujet #1

    Uploaded by

    Goussot Lylou
    - The document describes a role play scenario where the student works at an appliance store and must help a customer, John Doe, who is having issues with a toaster he purchased two years ago. - John Doe's toaster is not popping up the slices of bread fully and they are getting burnt. The toaster came with a 2-year guarantee. - As an employee, the student must analyze the documents provided, welcome John Doe, address his needs, choose a solution, and say goodbye. The solutions include repairing the toaster, providing a voucher for a new one up to 12.5% of the price, or replacing it for free.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    You are on page 1of 4

    ÉVALUATION SPÉCIFIQUE POUR L’ATTRIBUTION

    DE LA MENTION « SECTION EUROPÉENNE »


    Baccalauréat professionnel
    COMMERCE
    Session 2021
    Épreuve orale
    Durée de l’épreuve A et B : 20 minutes
    Préparation : 20 minutes

    A. Première partie : durée 10 min, préparation : 20 min


    SUJET N° 1
    Document candidat

    A problem of toaster

    Travail à faire

    Role play:

    You work at the home appliances department of John Lewis & Partners located 300,
    Oxford Street, in London. Today, 25th May 2020, you have to welcome John Doe who has
    a problem with his toaster bought on 30th April 2018. The slices of bread don’t pop up once
    the toasting is complete and get burnt. There was a 2-year guarantee.

    As part of John Lewis & Partners customer service, a shop assistant has the freedom to
    meet the customer’s request or find a compromise. The customer can:
    - take the item, send it to check if it can be repaired and lend another one while
    waiting for the answer
    - give a voucher in order to help the customer to buy a new one. The voucher can’t
    be superior to 12.5 % of the price of the new item
    - replace the appliance free of charge

    You are expected to:

    - analyse the documents


    - welcome the customer
    - answer the customer’s needs
    - choose a solution which suits the customer
    - say good-bye to the customer

    Enclosure(s):

    Document 1: Invoice + item and its characteristics


    Annex 1: document to justify your choice and voucher
    Annex 2: a grid to prepare your questions

    Baccalauréat Professionnel « Commerce » Session 2021 SUJET n° 1


    Évaluation spécifique pour l’attribution de la mention
    Préparation : 20 min Durée : 10 min Page 1/4
    « Section européenne » - Première partie
    Document 1

    INVOICE # 01762 Date: 30/04/2019


    John Lewis & Partners
    300 Oxford Street Marylebone
    LONDON W1C 1DX
    UK
    Reference Designation Unit price Quantity Total amount
    85527010 The smart toast 2-slice toaster, SAGE £ 92 1 £ 92
    Customer : Mr. John Doe Total due £ 92
    66 Old Kent Road – Flat 12 Paid by credit card
    London, UK
    2-year guarantee included

    Product code 85527010


    You won’t burn your toast again with this stylish Accessories None
    toaster. Bagel function No
    You can toast anything from crumpets to fruit loaf. Brand Sage
    Ready indicator and removable crumb tray. Defrost Yes
    Dimensions H19.7 x W18 x D27.8
    cm
    Manufacturer Part BTA825UK
    Number
    Model name BTA825UK slice
    toaster
    Number of programs 5
    Number of slots 2
    Power 1000 W
    Warming function no
    £ 96
    Sage, the smart toast 2-slice toaster, stainless steel guarantee* 2 years, included

    Baccalauréat Professionnel « Commerce » Session 2021 SUJET n° 1


    Évaluation spécifique pour l’attribution de la mention
    Préparation : 20 min Durée : 10 min Page 2/4
    « Section européenne » - Première partie
    Annex 1

    Which of the 3 possibilities have you chosen and why?

    …………………………………………………………………………………………………………

    …………………………………………………………………………………………………………

    …………………………………………………………………………………………………………

    …………………………………………………………………………………………………………

    …………………………………………………………………………………………………………

    John Lewis & Partners


    300 Oxford Street Marylebone
    VOUCHER LONDON W1C 1DX

    Date: ………………………… Customer’s name:


    ……………………………………………

    Discount of 12.5% for the purchase of a new Amount of the discount: £


    item
    ………………
    Available 2 months

    Baccalauréat Professionnel « Commerce » Session 2021 SUJET n° 1


    Évaluation spécifique pour l’attribution de la mention
    Préparation : 20 min Durée : 10 min Page 3/4
    « Section européenne » - Première partie
    Annex 2

    WELCOME THE CUSTOMER

    ANSWER THE CUSTOMER’S NEEDS

    CHOOSE A SOLUTION WHICH SUITS THE CUSTOMER

    SAY GOOD-BYE TO THE CUSTOMER

    Baccalauréat Professionnel « Commerce » Session 2021 SUJET n° 1


    Évaluation spécifique pour l’attribution de la mention
    Préparation : 20 min Durée : 10 min Page 4/4
    « Section européenne » - Première partie

    You might also like

    pFad - Phonifier reborn

    Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.

    Note: This service is not intended for secure transactions such as banking, social media, email, or purchasing. Use at your own risk. We assume no liability whatsoever for broken pages.


    Alternative Proxies:

    Alternative Proxy

    pFad Proxy

    pFad v3 Proxy

    pFad v4 Proxy