Free B2 (Upper-Intermediate) ESL lesson plan — 45 minutes of speaking activities, conversation questions and Consumer Language and Complaints grammar practice for online English classes. Student can handle complaints and consumer situations effectively in supermarket contexts.

At the Supermarket

B2⏱ 45 min

At the Supermarket

🎯 Goal: Student can handle complaints and consumer situations effectively in supermarket contexts

📐 Consumer Language and Complaints

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#shopping#complaints#customer service

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📋 Prep view— read through and plan below. Teaching happens in

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🎯 Click hotspots to explore vocabulary in context

Let's chat a bit about shopping and those moments when things go wrong at the supermarket. Just share whatever comes to mind!

“Have you ever bought something that turned out to be defective? What happened?”

“In your opinion, what's the most annoying part of returning something to a store?”

“If a supermarket refused to give you a refund, would you escalate the complaint or just let it go? Why?”

“Would you rather get a full refund or store credit when something is unsatisfactory?”

“How do you usually feel when you have to complain about a product face to face?”

Fresh topic questions — none repeat until you have seen them all

🎲 Speaking Activity 1

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Case Study

Read each scenario and discuss what the person should do. Weigh the trade-offs and give a clear recommendation.

9 minutes

🗣️ “In this situation, I think they should... because...”

📋 CASE FILE #1

Marta bought an expensive coffee machine that stopped working after three weeks. The supermarket says the warranty only covers manufacturing faults and insists she caused the damage. She still has her receipt but no proof of how it broke. What should they do?

Analyse, discuss, recommend.

🎲 Speaking Activity 2

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Story Builder (3 Words)

Use the three words to build a short spoken story about a shopping problem. Try to make it natural and fun.

7 minutes

🗣️ “Let me tell you what happened last week...”

YOUR 3 STORY WORDS

receipt

refund

defective

Tell a short story that uses all three words.