A Listen and answer the questions.
1. What picture best fits the dialog?
Script
M :
Good evening!
Can I help you?
W :
Yes, I’d like to return these shoes.
M :
May I ask why you’re returning them?
W :
I bought them for my daughter, but there’s a rip on the left pair.
M :
Oh, I’m terribly sorry.
Do you have your receipt?
W :
Yes, here it is.
M :
I’ll process a full refund for you right away.
2. Why did the man make a complaint?
Script
W :
Good morning!
How may I help you?
M :
I want to make a complaint about one of your workers.
W :
I am very sorry to hear that.
What happened exactly?
M :
Yesterday I stopped by here and tried to ask the salesperson a few questions, but he had his earphones on and barely heard when I called him!
W :
I’m terribly sorry about that.
I’d like to apologize on his behalf.