A shopping experience that went wrong is a common topic in IELTS Speaking tests, particularly in Part 2. This topic allows candidates to demonstrate their ability to narrate past events, express emotions, and use a range of vocabulary related to shopping, problems, and customer service.
IELTS Speaking Test Preparation Tips
Part 1: Introduction and Interview Questions
Common questions you may encounter:
- Do you enjoy shopping?
- What kind of shops do you usually go to?
- Have you ever complained about poor service?
Sample answer (Band 8-9):
“I absolutely love shopping, especially for electronics and clothing. I tend to frequent both traditional markets and high-end retail stores, depending on what I’m looking for. While I generally have positive experiences, I’m not hesitant to voice my concerns if the service falls below expectations.”
Part 2: Cue Card
Task
Describe a recent shopping experience that went wrong
You should say:
- What you wanted to buy
- Where you went shopping
- What went wrong
- And explain how you felt about it
Sample Answer (Band 8-9)
“I’d like to tell you about an incredibly frustrating shopping experience I had last month when attempting to purchase a new laptop. I had thoroughly researched various models and decided to visit describe a place where things are expensive and how you felt about it.
The ordeal began when I noticed the price displayed online was significantly different from the in-store price. When I brought this to the attention of the sales staff, they were surprisingly dismissive and claimed the online price was outdated. To make matters worse, after waiting for nearly an hour, they informed me that the model I wanted was out of stock, despite their website showing availability.
What particularly irked me was their unprofessional attitude and lack of proper communication. They didn’t offer any alternatives or apologize for the inconvenience. I felt thoroughly disappointed and somewhat deceived by the whole experience.”
Follow-up Questions
Q: How did you handle the situation?
A: “I maintained my composure and formally requested to speak with the manager. I calmly explained the situation and suggested they update their online information to prevent similar issues in the future.”
Part 3: Discussion Questions
Q: How have shopping habits changed in recent years?
Sample answer (Band 8-9):
“Shopping habits have undergone a dramatic transformation in recent years. There’s been a significant shift towards online shopping, with consumers increasingly prioritizing convenience and competitive pricing. This has fundamentally altered the retail landscape, forcing traditional stores to adapt or risk obsolescence.”
Q: What makes good customer service?
Sample answer (Band 8-9):
“Exceptional customer service is characterized by several key elements. It requires staff to be proactively attentive, demonstrate genuine empathy, and have the authority to resolve issues efficiently. The ability to anticipate customer needs and go above and beyond basic expectations is what truly sets outstanding service apart.”
Key Vocabulary and Phrases for High Scores
- To voice concerns/complaints
- To handle a situation
- To maintain composure
- To demonstrate empathy
- To resolve issues
- To exceed expectations
- To rectify a problem
- To seek compensation
- To demand a refund
- To escalate the matter
Remember to incorporate these phrases naturally and support them with specific examples from your experience. This will help demonstrate both your vocabulary range and your ability to communicate effectively about problematic situations.
