Question

A: Hi, this is, uh, Selena Moralez. Im calling from Home Item. May I speak to
Christina Thompson please?
B: Oh hi, this is Christina. OK,
A: hi. Um, I;m calling to address, uh, your complaint about an air purifier. How can Ihelp you?
B: Hi, yeah, so, um, I ordered an air purifier and instead of receiving an air purifier I got a box of towel shelves instead. So, um, I was wondering if you could send me the air purifier?
A: Oh, absolutely, we will find a solution for that, uh, situation. I will just need some information from you. Could you please confirm your, um, order number?
B: Um, hold on. Let me check... its right here. OK, is 237-AB-58.
A: OK. 237-AB-58? Is that right?
B: Yeah, that's right.
A: OK, just, uh, would you please hold on a second? And yes, I can see that you,
uh, ordered, the air purifier.  And yes, uh, it seems that you're right. You ordered an
air purifier and we sent some towel shelves. OK, we will have to fix that. So we will
just have to arrange for UPS to pick up the, uh, item that was sent by mistake.
B: Um, and, uh, OK, but the problem is that I live in, um, an apartment without a
doorman. Um, so, and I'm not home during the day.
A: So, um, how would they pick it up?
B: Um, you could just leave it in the lobby. Make sure to include a note that says
that, uh, UPS will be picking- um, picking it up. 
A: Um, OK. OK, sounds good. And about that air purifier, we will have to send you,
um, a direct item. We will do that, um, today so that it arrives within the next, um,
24 to 48 hours. How does that sound?
B: Uh, perfect. Thanks.
A: OK. Well, sounds good. Um, yep, I will just make sure to send you an email with
some further information. But so far this is everything that you need to know. Do
you have any questions? Can I help you with something else?


B:Oh no, that's all. Thanks.
A: OK, well, sounds amazing. Uh, thank you so much for your purchase. I
apologize for the inconvenience but I hope you have an amazing day.
B:Thank you, you too.
A: OK. Bye-bye. Bye.

Questions
1. Why is Selena Moralez calling Cristina?
a) She wants to return something
b) She wants to apologize
c) She wants to know Cristina’s problem.
2. What does Cristina want to receive?
a) A towel
b) An air purifier
c) A box of towel shelves
3. Where will Cristina receive her package?
a) In her house door
b) In the reception room area
c) A doorman will take it
4. How will Cristina be informed?
a) Selena will call her
b) Cristina will send an email.
c) Selena will send her an email.

5. How does Cristina feel about the solution?
a) Great
b) Upset
c) Embarrassed

Answer 1

Question 1= C

Question 2= C

Question 3= B