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.