You are a shop assistant. Your shop doesn't give refunds, but you can exchange things

5 a Read the letter and answer the questions.

Dear Sir

1 bouc)*+ a Toshiba cooker

Л+ your skop -Hve Heatow Sk?ppiwg Centre ors ZOtk Juw.

A IVi a^ra\d it doesn't work, because tke clock ii broke*. 1 ^roreA tV\e *w*v»ger yesterday c^d s)*e Asked r^e +0 write to you.

Would like a re-Wi. 1 enclose a co?y o-f ww receipt.

Yours -fúitU-fvlly Celia SmitVx

Why do we write letters like this? Are letters like this formal or informal? How do we start formal letters? How do we finish formal letters? What does enclose mean?

Label the underlined phrases in the letter.

A polite phrase to introduce a complaint details of the item the date when you bought it the place where you bought it details of the problem

You are the customer from Roleplay 1 in Ex. 4. Use the information and write a letter of complaint.

Adverbs of frequency

Use adverbs of frequency with the Present Simple to describe how regularly or how often something happens.

o% 100%

Never hardly ever sometimes often usually always

It often rains in England.

It hardly ever rains in the Sahara desert.

Put adverbs of frequency after the verb to be but before other main verbs.

The train is usually on time. The train usually arrives on time.

Present Continuous

We make the Present Continuous with a present form of the verb to be and the -ing form of the main verb.

О	/ He/She/It We/You/They	'm •s 're	staying at home today.
о	He/She/It We/You/They	'm not isn't aren't	staying at home today.
о	Am Is Are	he/she/it we/you/they	staying at home today?
	Yes,	1 am. he/she/ it is. we/you/ they are.	No.	I'm not. he/she/it isn't. we/you/ they aren't.

The main verb in the Present Continuous is in the -ing form. Make this form by adding -ing to the base form of the verb, but note:

• with verbs that end in -e, remove e and add -ing, cycle cycling

• with verbs of one syllable that end in one short vowel + consonant, repeat the consonant and add •ing, dig digging

8 Reference

Use the Present Continuous to describe actions that are happening now, at the moment of speaking: I'm looking for your hat right now.

Present Simple and Present Continuous

Use the Present Simple to talk about routines: what we do every day/year, and to talk about facts. We always have a pizza on Friday evenings.

Use the Present Continuous to talk about actions happening now, at the moment of speaking. We're having our pizza now so we can't talk to you at the moment.

Use phrases like at the moment and (right) now with the Present Continuous.