•You will hear three telephone conversations. •Write one or two words or a number in the numbered spaces on the notes or forms.

Man: Good afternoon. Stationery Supplies International, Customer Services Department, Michael speaking. How may I help you?
Woman: Oh, hello. My name’s Jennifer Gardiner. I’m calling from Fenmore Consultants. It’s about the order which we received yesterday.
Man: OK. Please can I have the order number?
Woman: Yes, it’s Z/3487/JE The problem is we’ve received several incorrect items.
Man: Oh dear, sorry about that. We took on some new staff this week and we’ve had a few problems. Tell me what’s wrong and we’ll forward the correct order to you straightaway.
Woman: Good. Well, firstly you sent the wrong size paper. We ordered 100 boxes of A5 paper, not A4. And the envelopes you sent were not the colour we ordered. We wanted pale green, not white.
Man: Right, so that’s A5 not A4 paper and pale green envelopes. Anything else?
Woman: Yes. We also ordered 20 printer ink cartridges, that’s the TrueJet BJC two four six ... but you didn’t send us any at all.
Man: Oh dear, I’m really sorry. I can only apologise once again and assure you that the correct items will be on their way to you tonight, Special Delivery.
Woman: What shall I do about the things we don’t want?
Man: Send them back to us, and we’ll refund the full cost.
Woman: Right. Thank you. Goodbye.
Man: Bye bye.