Explaining Products and Basic Service Information.

Lesson 4 moves into explaining what your company actually offers. You read and listen to short exchanges where customers ask about products, services, prices, availability and delivery or booking options. You build vocabulary to describe key features and benefits in simple language, and you practise using common adjectives such as cheaper, faster and more convenient. You also learn short, natural phrases for saying what is included and what is not included in a service. Guided activities help you compare two options and make a basic recommendation that sounds polite, not pushy. By the end of the lesson you can give a clear, simple overview of your main products or services and help customers choose between basic options.

1. Starting the call and describing the product.

Let us imagine you are working in the call centre for an online electronics shop called BrightTech. A customer, Maria Lopez, is calling because she wants a new printer for her home office, but she is not sure which model to choose. In this first part of the lesson, we will focus on how you describe a product in very simple, clear language at the start of the call. You do not need to explain every technical detail. You just need to give a short overview so the customer feels confident that you understand what they need. In a moment, you will see a short call transcript on your screen. Read it and notice how the agent uses only two or three key adjectives to describe the printer. After that, at the bottom of the screen, you will listen to the same call and answer a few questions in your own words. Do not worry about writing perfect sentences. Focus on understanding the main idea: what the product is, and why it is useful for Maria.

The first call: giving a simple overview.

When a customer first asks about a product, they usually want a clear, simple picture, not a long technical story. In the short call you are working with in this lesson, Maria phones BrightTech to ask about a printer for her home office. The agent gives a very short overview that helps Maria imagine the product.

Here is the transcript of the first part of their call:

```

Agent: Good afternoon, BrightTech customer service, this is Alex speaking. How can I help you today?

Customer: Hello, I am calling about a printer for my home office.

Agent: Of course. We have a small home office printer that is fast and quiet. It is very easy to use.

Customer: That sounds good. Is it a big machine?

Agent: No, it is quite compact. It fits easily on a small desk. This product is available in three sizes.

```

Notice how Alex uses only a few key adjectives:

• small, fast, quiet, easy to use, compact

These words tell Maria what kind of printer it is and why it is good for her. The sentences are short and simple: one idea at a time.

A useful pattern for your own calls is:

• It is a [adjective] [noun] for [customer need].
• It is [adjective] and [adjective].

For example:

• It is a small home office printer for everyday documents.
• It is fast and quiet.

At the bottom of the screen you will now listen to this call. Focus on the general picture: What type of product is it? What is one important advantage for Maria? Do not worry about every word.

Practice & Feedback

Now listen to the short call in the audio player below. You can listen two or three times if you like. Then answer these three questions in full sentences:

1. What product is Alex talking about?
2. What is one important advantage of this product for Maria?
3. Would this product be good for you? Why or why not?

Write your answers in the box in your own words. You do not need to copy the transcript exactly. Try to use at least one adjective when you talk about the product, for example fast, quiet or compact. Keep your sentences short and clear so a real customer could easily understand you.

2. Describing printer features and benefits.

Earlier you listened to the start of Maria’s call about a home office printer and you saw how Alex gave a very short overview. Now we are going to go a little deeper and focus on features and benefits. In customer service, customers often want to know what a product can do and why it is good for their situation. At A2 or B1 level, you do not need long sentences. You can do a lot with a few useful adjectives and simple nouns. In this block I will show you some common adjectives that work for many products and services, not only printers. You will see example sentences that you can copy and adapt. Then you will read two short product cards for different printer models. Your task will be to choose one printer for Maria and write three or four sentences describing it. Try to include at least three adjectives and one sentence that explains the benefit for her, for example that it is cheaper or easier to use at home.

Useful adjectives for product descriptions.

To help customers choose, you do not need a lot of technical vocabulary. Simple adjectives can communicate a clear picture. Look again at the printer in Maria’s call. Alex says it is small, fast, quiet, easy to use and compact. These words help Maria imagine the size, speed, noise and difficulty.

Here are some very common adjectives you can use for many products and services:

Notice two useful patterns:

• It is a [adjective] [noun].
• It is [adjective] and [adjective].

For example:

• It is a cheaper basic printer.
• It is fast and easy to use.

In the product cards at the bottom of the screen you will see two printers with different features and prices. Before you write, decide what is most important for Maria: price, speed, or something else? This will help you choose the best adjectives.

Practice & Feedback

Read the two short product cards in the box below. Imagine Maria has a small home office and prints a few pages each day. She does not have a very big budget, but she sometimes needs to print colour documents for clients.

Choose ONE printer for Maria. In the answer box, write three or four sentences to describe the printer you choose. Use at least three different adjectives from the table above, for example cheaper, faster, more convenient, easy to use, reliable or basic. Also add one sentence that clearly explains why this printer is a good choice for Maria and her home office. Do not worry about making it perfect. Focus on clear, simple sentences that a real customer could understand.

3. Talking about price, stock and delivery.

Now Maria is interested in one of the printers, so naturally she asks two big questions: How much does it cost and how quickly can I get it? Price and availability are central in almost every customer service call. In English you need clear phrases for money, stock and delivery times. In this part of the lesson we will look at short sentences you can use again and again, such as "It costs fifty pounds including VAT", "We currently have this item in stock" and "The standard delivery time is three to five working days". You will see part of the call where Alex explains the price and the delivery options. Then you will read a simple information box, like a product page on a website, and answer a few questions using full sentences. Focus on saying the numbers slowly in your head and putting the information in a logical order so the customer does not get confused.

Talking about price, stock and delivery.

After a short description, many customers will ask about money and time. This is your moment to sound calm, clear and professional.

Here is a short extract from the next part of Maria’s call:

```

Customer: That sounds good. How much does it cost?

Agent: It costs fifty pounds including VAT.

Customer: And is it available now?

Agent: Yes, we currently have this item in stock. The standard delivery time is three to five working days. We also offer next day delivery for an extra fee.

Customer: How much is next day delivery?

Agent: Next day delivery is nine pounds ninety-nine.

```

Alex uses very standard phrases. You can copy these and change only the numbers or the time:

• It costs [price] including VAT.
• We currently have this item in stock.
• We are out of stock in that colour.
• The standard delivery time is [number] working days.
• We offer next day delivery for an extra fee.

When you give prices and times, pause slightly between each part. For example: "It costs sixty-five pounds, including VAT. The standard delivery time is three to five working days." At the bottom of the screen you will read a short price and delivery box and then answer questions about it.

Practice & Feedback

Read the price and delivery information in the box below carefully. Then answer these questions in full sentences:

1. How much does the BrightPrint Plus printer cost with standard delivery?
2. If Maria chooses standard delivery, when should she receive the printer?
3. How much extra does she pay for next day delivery?
4. Is the white version of the printer in stock?

Write your answers in clear, simple English. Try to use some of the model phrases from the examples above, such as "It costs … including VAT" or "The standard delivery time is …". Imagine you are speaking to Maria on the phone and she is writing down your answers.

4. Explaining what is included and not included.

In the next step of the conversation, Maria wants to know exactly what she will receive if she orders the printer. Customers often worry about small but important details, such as "Does it include ink?", "Is the USB cable in the box?" or "Do you come and install it for me?". Clear information about what is included and what is not included helps you avoid complaints later. In this block we will look at simple phrases like "It includes free support for twelve months" and "It does not include installation". We will also look at how you can mention an extra paid service in a polite way, for example "We can also offer installation for an extra charge". You will study a table that shows what you get with a standard package and a premium package. Then you will explain the premium package in your own words.

Explaining what is included and what is not.

When you describe a product or service, do not forget to say what is in the box or in the package. This manages expectations and builds trust.

You can use the verb include to talk about this:

• It includes free support for twelve months.
• It includes a power cable and starter ink cartridges.
• It does not include installation.
• It does not include a USB cable.

You can also use come with:

• The printer comes with a two-year guarantee.
• The basic package does not come with on-site support.

Often you need to show both what is included and what is extra. Look at these examples:

• The standard service includes telephone support. On-site visits are extra.
• The basic package includes online training only. We also offer face-to-face training for an extra fee.

Now look at the information below about two printer packages from BrightTech:

```

Standard Package

• Printer
• Power cable
• Starter ink cartridges
• Online manual

Premium Package

• Printer
• Power cable
• Full ink cartridges
• USB cable
• Printed manual
• Free telephone support for twelve months

```

In the activity below you will explain the Premium Package to Maria so she understands clearly what she will receive.

Practice & Feedback

Imagine Maria asks you on the phone: "What exactly is included in the Premium Package?" Use the information in the box below and explain it to her in your own words.

In the answer box, write four or five sentences. Use the verb include or comes with several times. For example, you could write "It includes a USB cable" or "The Premium Package comes with free telephone support for twelve months". You can also say what is not included if you want, using "does not include" or "does not come with". Focus on being clear and complete so Maria knows exactly what she will receive when she orders the Premium Package.

5. Comparing options in a live chat.

Up to now, you have described the printer, given the price and delivery information, and explained what is included. Often, however, the customer still hesitates. They may say, "I am not sure which option is better for me." In many companies this kind of conversation happens in live chat as well as on the phone. In chat, you need to write short, clear messages and compare options in a friendly way. In this block we will move Maria to a live chat on the BrightTech website. She is still choosing between two printers. You will see a short example chat where the agent compares a cheaper, slower model with a more expensive, faster one. Then you will read some basic information about the two printers and Maria’s first chat message. Your task is to reply as the agent, compare the options, and make a polite recommendation that sounds helpful, not pushy.

Comparing options in a live chat.

In live chat, customers like quick, short messages. You can still use clear comparison language to help them choose.

Look at this example chat:

```

Customer: Hi, I am choosing between the BrightPrint Basic and the BrightPrint Plus.

Agent: Hello Maria, thank you for contacting BrightTech. I will be happy to help you.

Agent: The Basic model is cheaper but slower. It is good if you only print a few pages each day.

Agent: The Plus model is more expensive but faster and more convenient if you often print in colour.

Customer: I work from home and send colour documents to clients.

Agent: In that case, I would recommend the BrightPrint Plus. Most customers who work from home choose this option.

```

Useful phrases for comparing and recommending:

• This option is cheaper but slower.
• This service is faster and more convenient.
• It is more expensive but more reliable.
• In that case, I would recommend this one.
• Most customers choose this option.

Notice that the agent uses but to show a difference and in that case to connect Maria’s situation with the recommendation. In chat, keep each message short and friendly. Use one main idea per message.

Practice & Feedback

Read the short product information and Maria’s chat message in the box below. Then write your own reply as the BrightTech agent.

Write three to five short chat messages. Put each message on a new line, as in the example above. First, greet Maria and thank her for contacting you. Then compare the two printers using at least two comparison sentences, for example "This option is cheaper but slower" or "That model is more expensive but faster and more convenient". Finally, make a clear recommendation and explain why it is good for her situation. Imagine Maria really wants help to decide, so sound positive and supportive.

6. Full product explanation practice.

We are now at the final stage of this lesson. You have seen how Alex describes the printer, gives price and delivery information, and explains what is included. You have also practised comparing two options and making a recommendation in chat. In real work you often need to put all of these pieces together in one clear explanation, perhaps in an email or during a short call. In this block you will plan and write a complete explanation for a customer. I will give you a simple checklist and a short template that you can adapt. Then you will imagine a new customer who wants a home office printer and write one reply that covers description, price, availability, what is included and your recommendation. Take your time, think about the phrases you liked from earlier blocks, and try to sound friendly, confident and professional.

Putting it all together: full product explanation.

To finish this lesson, you will create one complete explanation, similar to something you might say on a call or write in an email to a customer.

Here is a simple checklist for a clear product explanation:

1. Greet and thank the customer.
2. Give a short description of the product (type and main benefit).
3. State the price, including VAT.
4. Explain availability and delivery options.
5. Say what is included (and, if important, what is not included).
6. Compare briefly with another option, if useful.
7. Make a polite recommendation.
8. Close politely.

Now look at this example answer for Maria and the BrightPrint Plus:

> Thank you for your interest in our BrightPrint Plus printer. It is a fast colour printer for a small home office, so it is ideal if you often print documents for clients. It costs ninety-five pounds including VAT. We currently have this item in stock. The standard delivery time is three to five working days, and we also offer next day delivery for an extra fee. The Premium Package includes full ink cartridges, a USB cable, a printed manual and free telephone support for twelve months. The Basic model is cheaper but slower and it only prints in black and white, so in your case I would recommend the BrightPrint Plus. Please let me know if you have any other questions.

You do not need to copy this exactly, but you can use it as a model for your own writing.

Practice & Feedback

Imagine a new customer, James Carter, sends an email to BrightTech. He writes that he works from home and needs a reliable printer for everyday documents and some colour pages, and he asks you to recommend a model and tell him the main details.

In the answer box, write one complete email-style paragraph of six to eight sentences. Follow the checklist above: greet and thank James, describe one printer, give the price, explain availability and delivery, say what is included, and make a clear recommendation. You can use the BrightPrint Plus from this lesson or a similar product from your own company. Try to reuse useful phrases such as "It costs … including VAT", "We currently have this item in stock" and "I would recommend this one for you". Focus on sounding polite, clear and confident.