120-Minute Lesson PlanEssential vocabulary: customer, employee, help, need, want, would like, question, option, size, color, appointment, price, available, today, tomorrow, receipt, service desk.Useful phrases and sentence frames: Good morning. How can I help you? What do you need today? Are you looking for ___? Do you want ___ or ___? Would you like a small or large ___? We have ___. I can help you with that. One moment, please. Thank you for coming in.Functional grammar focus: need/want/would like; simple wh- questions; yes/no questions; adjective order in common service descriptions such as “a small blue bag” or “a new phone charger.”Pronunciation and listening focus: friendly rising and falling intonation in service questions; clear final consonants in help, want, need, and receipt; contrast of /b/ and /v/ in available, very, service, and beverage as needed for Spanish-speaking learners.0-10 minutes — Welcome and warm-up: Students answer the prompt “Where do you receive customer service?” with pictures of a store, clinic, restaurant, office, and phone screen. Instructor elicits greetings students already know.10-25 minutes — Spiral review: Quick pair practice of introductions, numbers, time, and location questions from previous meetings. Students transform everyday questions into customer-service questions, such as “What time?” to “What time is your appointment?”25-45 minutes — Vocabulary and expressions: Instructor models service greetings and needs-identification phrases. Students repeat, sort phrases into greeting/question/response/closing categories, and mark polite words such as please, thank you, can, and would like.45-65 minutes — Listening and reading: Students listen to three short customer interactions and identify the customer need: product, appointment, price, or information. Then they read a short service counter dialogue and underline need/want/would like.65-90 minutes — Guided practice: Students complete controlled sentence frames, then practice substitution drills with service cards: “Would you like a ___ or ___?” “Do you need help with ___?” Instructor circulates to support question formation, final consonants, and word stress.90-110 minutes — Practical application role-play: In pairs, one student is the employee and one is the customer. Each customer receives a need card such as “You need a new uniform shirt,” “You want to make an appointment,” or “You would like information about a bus pass.” Partners complete a 6-line exchange, switch roles, and repeat with a new card.110-115 minutes — Formative assessment: Each student performs one greeting plus one needs question for the instructor or a peer. Instructor marks Beginning, Developing, Functional, or Confident for greeting, question clarity, and polite tone.115-120 minutes — Assignment explanation: Instructor explains linked assignment ENG-A013 Customer Greeting and Needs Role-Play, reviews submission options, and confirms that students may submit an audio recording, written dialogue, or paper alternative.Instructor GuidanceKeep the focus on practical communication, not grammar explanations. Use Spanish briefly to clarify false cognates or the difference between “I want” and the softer “I would like,” then return to English practice. Model tone and body language for respectful customer service. Correct errors by recasting: student says “What you need?” instructor responds “Good. What do you need today?”Beginner SupportProvide picture cards, bilingual vocabulary support, sentence frames, and choral repetition. Allow students to read from a script before performing without full notes.Advanced ExtensionAsk stronger students to add one follow-up question, offer two options, or respond to a customer who is unsure: “Let me show you two choices.”Guided Practice and CollaborationStudents practice in pairs and small groups using rotating customer and employee role cards. Each pair must complete at least two exchanges and give one peer compliment about clarity, politeness, or pronunciation.Linked AssignmentENG-A013 Customer Greeting and Needs Role-Play: Students perform or write a short customer greeting and needs-identification exchange using service greetings, need/want/would like, polite questions, and friendly tone.

Essential Vocabularyquestion, answer, concern, problem, price, cost, total, sale, discountopen, closed, available, out of stock, appointment, receipt, manager, supervisorwait, return, exchange, refund, option, today, tomorrow, next weekUseful Phrases and Sentence FramesYes, we have it. / No, I’m sorry, we don’t have it today.It costs __ dollars. / The total is __.We open at __ and close at __.I’m sorry about that.Let me check.You can __, or you can __.Could you repeat that, please?Do you mean __?I can ask my supervisor.Functional Grammar FocusShort answers with be, do, and can: Yes, we are. No, we don’t. Yes, you can.Simple question forms: How much is it? Where is it? When do you open? Do you have ___?Polite options with can: You can wait here. You can come back tomorrow.Basic apology plus reason: I’m sorry. We are closed now.Pronunciation and Listening FocusCalm falling intonation for answers and polite rising intonation for clarification questions.Final consonants in cost, closed, asked, and help.Distinguishing /b/ and /v/ in available, very, problem, and service.False cognates: actual/current, asistir/attend versus assist/help, embarazada/embarrassed, carpeta/carpet versus folder.120-Minute Lesson Plan0–10 min: Welcome and warm-up. Students answer a quick prompt: “What questions do customers ask?” Instructor models two calm answers.10–25 min: Review. Spiral review from ENG-M013: greetings, identifying needs, would like, need, and want. Pair practice: customer asks for an item; worker responds politely.25–45 min: Vocabulary and expressions. Introduce concern-response vocabulary and sentence frames. Students sort phrases into categories: answer, apology, option, clarification, supervisor support.45–65 min: Listening/reading practice. Students listen to or read three short customer-service dialogues. They identify the customer question, the concern, the worker response, and the option offered.65–90 min: Guided practice. Instructor leads substitution drills using price, time, location, and availability cards. Students practice short answers, then add an apology or option.90–110 min: Practical application role-play. In pairs or breakout rooms, students complete rotating scenarios: out-of-stock item, wrong price, late appointment, closed service desk, and request for a manager. One student is the customer and one is the worker; then they switch roles.110–115 min: Formative assessment. Each student gives one spoken response to a customer concern using: apology + information + option. Instructor scores informally using Beginning, Developing, Functional, Confident.115–120 min: Assignment explanation. Introduce ENG-A014 Customer Question and Concern Response. Review completion options, voice or written submission, and no-technology alternative.Guided PracticeUse sentence-frame cards and controlled substitutions before open role-play. Begin with yes/no and short-answer questions, then add polite apology phrases and simple next steps.Collaborative ActivityCustomer Concern Rotation: small groups receive scenario cards and choose the best response from three options. They revise weak responses to make them more polite and clear.Instructor GuidanceMaintain a supportive pace and allow strategic Spanish clarification for false cognates and service concepts, then return to English practice. Model calm tone, short sentences, and repetition strategies. Correct errors selectively when they interfere with meaning or politeness.Beginner SupportProvide bilingual vocabulary, picture cues, yes/no response frames, and a short script students can read during role-play.Advanced ExtensionAsk stronger students to add a reason, a time estimate, or a supervisor handoff: “I can check with my supervisor. Please wait two minutes.”Brief Formative AssessmentStudents respond to one unseen customer concern. Functional performance includes a polite tone, one accurate answer, and one appropriate next step or clarification question.Linked AssignmentENG-A014 Customer Question and Concern Response: Students complete a short practical response activity answering simple customer questions and selecting polite responses to basic concerns.