IELTS Speaking 2025 Part 2&3: Describe a time when you received good service from a staff member in a shop

Describe a time when you received good service from a staff member in a shop

Suggested ideas for each part

• What the service was: 🎁 Helpful product recommendation / 🏷️ Discount or special offer / 🚀 Fast and friendly assistance
• When it happened: 🎂 On my birthday / 🛍️ During a holiday sale / 🎄 Around Christmas
• Where you received the service: 🏬 A department store / ☕ A coffee shop / 📱 An electronics store
• Why it was good service: 😊 Polite and knowledgeable staff / ⏳ Quick and efficient service / 🔄 Problem resolved smoothly

Useful grammar structures

1. Past simple: Last year, I went shopping at an electronics store and received excellent service.
2. Past perfect: By the time I arrived, the staff had already prepared my order.
3. Relative clauses: The staff member who helped me was incredibly friendly and professional.
4. Comparative structures: This was one of the best shopping experiences I’ve ever had.
5. Conditional sentence (Type 3): If I hadn’t received such great service, I would have felt disappointed.

Collocations

1. Excellent customer service 🏆 (dịch vụ khách hàng tuyệt vời)
2. Go the extra mile 💪 (nỗ lực hơn mong đợi)
3. Personalized recommendations 🎯 (gợi ý cá nhân hóa)
4. Fast and hassle-free shopping experience ⏳ (trải nghiệm mua sắm nhanh chóng và thuận tiện)
5. Polite and attentive staff 😊 (nhân viên lịch sự và chu đáo)
6. Resolve the issue efficiently 🔄 (giải quyết vấn đề hiệu quả)
7. A pleasant surprise 🎁 (một điều bất ngờ dễ chịu)

Full spoken sample (about 2 minutes)

One of the best shopping experiences I’ve ever had was when I received excellent customer service 🏆 at an electronics store called Nguyễn Kim. It happened about six months ago when I was looking for a new smartphone 📱. My old phone was already slow, and I really needed an upgrade.

When I entered the store, I wasn’t sure which model to buy because there were so many options. Fortunately, a staff member who worked in the mobile section noticed that I looked confused and immediately approached me. He was incredibly friendly and went the extra mile 💪 to help me choose the right phone. Instead of just trying to sell the most expensive model, he asked about my needs and gave me personalized recommendations 🎯 based on my budget and preferences.

What impressed me the most was his deep knowledge of the products. He explained the differences between various models in simple terms and even let me test some of the devices. On top of that, he informed me about an ongoing promotion where I could get a free phone case and a discount on accessories. This made my shopping experience even better!

The checkout process was fast and hassle-free ⏳. I didn’t have to wait long, and the cashier was also polite. Before leaving, the staff member even helped me set up my new phone and transferred my data from my old one. That was a pleasant surprise 🎁 because I thought I would have to do it myself at home!

Overall, I was extremely satisfied with the service. The staff member was not only polite and attentive 😊 but also genuinely cared about helping customers. If every store had such great employees, shopping would be much more enjoyable. I will definitely go back to that store whenever I need a new gadget!

Part 3: Discussion Questions

1. Do people still like to go shopping?

Ideas

• 🏬 Yes, because shopping in stores allows people to see and test products.
• 📦 No, many people prefer online shopping for convenience.
• 👭 Shopping is also a social activity for friends and family.

Collocations

1. In-store shopping experience 🛍️ (trải nghiệm mua sắm tại cửa hàng)
2. Try before you buy 👚 (thử trước khi mua)
3. Social aspect of shopping 👭 (khía cạnh xã hội của mua sắm)

Sample answer

Yes, many people still enjoy shopping in physical stores because of the in-store shopping experience 🛍️. They can try before they buy 👚, which is important for clothing, electronics, and other products. Additionally, shopping has a social aspect 👭, as people often go with friends or family to spend time together. However, online shopping is also becoming more popular because of its convenience.

2. What are the differences between large shop services and small store services?

Ideas

• 🏬 Large shops: More variety, professional service, strict return policies.
• 🏪 Small stores: More personalized service, flexible pricing, friendlier atmosphere.

Collocations

1. Wide selection of products 🏷️ (lựa chọn sản phẩm đa dạng)
2. Strict return policies 🔄 (chính sách đổi trả nghiêm ngặt)
3. More personalized service 😊 (dịch vụ cá nhân hóa hơn)

Sample answer

Large shops usually offer a wide selection of products 🏷️ and have more professional staff. However, they also have strict return policies 🔄. On the other hand, small stores provide more personalized service 😊, and the owners often know their customers personally. The atmosphere in small stores is also friendlier, making the shopping experience more enjoyable.

3. Why should companies react quickly when customers have difficulties?

Ideas

• 🚀 Quick response improves customer satisfaction and brand reputation.
• 🔄 Delays may lead to negative reviews and lost customers.

Collocations

1. Customer satisfaction 😊 (sự hài lòng của khách hàng)
2. Brand reputation 🌟 (danh tiếng thương hiệu)
3. Handle complaints efficiently 🔄 (xử lý khiếu nại hiệu quả)

Sample answer

Companies should respond quickly to customer issues because it directly affects customer satisfaction 😊 and brand reputation 🌟. If a company handles complaints efficiently 🔄, customers are more likely to trust them and continue shopping there. On the other hand, slow responses can lead to frustration and negative reviews.

4. What are the advantages and disadvantages of shopping online?

Ideas

• ✅ Advantages: Convenience, better prices, more variety.
• ❌ Disadvantages: Cannot try before buying, shipping delays, security risks.

Collocations

1. Shop from the comfort of home 🏠 (mua sắm từ nhà thoải mái)
2. Competitive prices 💰 (giá cả cạnh tranh)
3. Risk of online fraud 🔓 (rủi ro gian lận trực tuyến)

Sample answer

Online shopping has many advantages. It allows people to shop from the comfort of home 🏠, often at competitive prices 💰. There is also a wider variety of products available. However, there are some downsides. People cannot try the items before purchasing, and there is always a risk of online fraud 🔓. Additionally, shipping delays can be frustrating for customers who need their products quickly.