Questions 12 to 15 are based on the conversation you have just heard.
12.A) He wanted the furniture store to give him a refund.
B) He had a problem with the furniture delivered.
C) He had to change the furniture delivery time.
D) He wanted to order some wooden furniture.
13. A) Send the furniture back to the store.
B) Buy another brand of furniture.
C) Collect the furniture he ordered.
D) Describe the furniture he received.
14. A) Improve their service
B) Apologize to his wife
C) Correct their mistake
D) Give the money back
15. A) She recommended a new style
B) She decided all the items with man
C) She offered some gift to the man
D) She apologized to the man once more
W: Hello, Mr. Brown. I was expecting your call.  My secretary told me you were having some problems with the wooden table. Is that right?
M: No, no, the table is fine.  The problem is the chairs.
W: Oh, the chairs. So what exactly is the issue?
M: Well, to put simply, these are not the chairs my wife and I selected in your store last week. There must have been some confusion with our order.
W: Oh, I see. I’m looking through my files now, and I see that the delivery was this morning. Is that correct?
W:  Do you mind describing the chairs that were delivered to your apartment, Mr. Brown?
M: Sure. These have a flat back with a rounded top, and are very heavy—they’re light brown that look kind of cheap. The ones we ordered were dark brown to match the table.
W: Right, of course. It says here you purchased the Arlington table and four Milano chairs. As you said, there must have been some confusion with the order. I’m terribly sorry.  We will send a van to collect those four and replace them with the Milano you purchased. Will tomorrow 9am be okay, Mr. Brown?
M: Yes, that would be great. Thank you.
W: Good. Did everything else you ordered from us arrive okay?
M: Yes, I think so. Let me check. The mirror and two paintings are here. The two coffee tables are also here, and the sofa. Yes, we haven’t noticed anything else wrong or missing. But if we do, we will certainly let you know.
W: Okay, great.  Once again, I’m sorry for the confusion and trouble caused.
Question 12. Why did the man call the woman?
To talk about the wrong chairs.
Question 13. What did the woman ask the man to do?
Describe the chairs.
Question 14. What did the woman promise to do for the man?
To replace the chairs with the Milano ones.
Question 15. What did the woman do at the end of the conversation?
Apologize for the confusion and trouble caused.
12. B) He had a problem with the furniture delivered.
13. D) Describe the furniture he received.
14. C) Correct their mistake.
15. D) She apologized to the man once more.