1) How would you like to pay for that? a) Two days ago. b) By sea, please. c) Cash, please. d) No, I’d like something else, please. e) OK, I’ll take this pair of shoes instead. f) I’m sorry, that’s not possible. That’s store policy. 2) What shipping option do you prefer? a) By sea, please. b) Two days ago. c) No, I’d like something else, please. d) Cash, please. e) Yes, it’s HJ563. f) I’m sorry, that’s not possible. That’s store policy. 3) This is unacceptable. a) No, I’d like something else, please. b) These shoes are stained. c) I’m sorry. I’ll deal with the problem immediately. d) It usually takes 5-7 days. e) OK, I’ll take this pair of shoes instead. f) I’m sorry, that’s not possible. That’s store policy. 4) When did you purchase it? a) Cash, please. b) By sea, please. c) OK, I’ll take this pair of shoes instead. d) Two days ago. e) Yes, it’s HJ563 f) It usually takes 5-7 days. 5) How long does standard shipping take? a) It usually takes 5-7 days. b) Yes, it’s HJ563. c) I’m sorry. I’ll deal with the problem immediately. d) Two days ago. e) I’m sorry, that’s not possible. That’s store policy. f) These shoes are stained. 6) I want a refund. a) Two days ago. b) OK, I’ll take this pair of shoes instead. c) I’m sorry. I’ll deal with the problem immediately. d) It usually takes 5-7 days. e) I’m sorry, that’s not possible. That’s store policy. f) Yes, it’s HJ563 7) Will you be purchasing just the one item? a) These shoes are stained b) No, I’d like something else, please. c) Yes, it’s HJ563. d) Cash, please. e) Two days ago. f) I’m sorry, that’s not possible. That’s store policy. 8) What seems to be the problem? a) OK, I’ll take this pair of shoes instead. b) Cash, please. c) Two days ago. d) It usually takes 5-7 days. e) Yes, it’s HJ563. f) These shoes are stained. 9) Do you know the item number? a) Yes, it’s HJ563. b) OK, I’ll take this pair of shoes instead. c) It usually takes 5-7 days. d) I’m sorry. I’ll deal with the problem immediately. e) Cash, please. f) No, I’d like something else, please. 10) You can exchange it for anything else in the shop. a) Two days ago. b) I’m sorry, that’s not possible. That’s store policy. c) OK, I’ll take this pair of shoes instead. d) These shoes are stained. e) I’m sorry. I’ll deal with the problem immediately. f) Cash, please.

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