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.