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Now look at part one.
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You will hear a man phoning a furniture shop to talk about something he bought.
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First you have some time to look at questions one to seven.
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Now listen carefully and answer questions one to seven.
FURNITURE PLANET:
Good afternoon, Furniture Planet.
FURNITURE PLANET:
How can I help you?
GORDON:
Hi, I'm calling about an item I ordered from your website last week.
GORDON:
The package arrived safely, but when I opened it, I noticed that there was a part missing and that one of the pieces was broken.
FURNITURE PLANET:
Oh, I'm sorry to hear that.
FURNITURE PLANET:
In order to get new parts sent out to you, I need to take a few details.
FURNITURE PLANET:
Is that all right?
FURNITURE PLANET:
First of all, can I take your full name please?
GORDON:
Sure, it's Gordon Cooper.
FURNITURE PLANET:
Okay, great.
FURNITURE PLANET:
Got that.
FURNITURE PLANET:
And your address please, Mr. Cooper?
GORDON:
It's 77 Woolbridge Lane, White Sands, and the postcode is WS178GP.
FURNITURE PLANET:
Okay, and can you tell me the name of the item?
GORDON:
Sure, no problem.
GORDON:
It's a large pine bookcase.
GORDON:
Main Classic, I think it was called.
GORDON:
Yes, that's right.
FURNITURE PLANET:
Okay, thank you.
FURNITURE PLANET:
And do you have the order number there?
GORDON:
Hold on, that'll be in the email you sent over.
GORDON:
The order number, let me check.
GORDON:
Ah, yes, here we are.
FURNITURE PLANET:
Great, thanks.
FURNITURE PLANET:
I've just entered that into the system.
FURNITURE PLANET:
Yes, I can see the bookcase here.
FURNITURE PLANET:
And which part was damaged, Mr. Cooper?
GORDON:
It's broken down the middle.
FURNITURE PLANET:
Oh, that's strange.
FURNITURE PLANET:
I'm very sorry about that.
FURNITURE PLANET:
Hold on, I'll check what we can do about it.
FURNITURE PLANET:
Right, well, we will offer you a complete replacement.
FURNITURE PLANET:
First, we will arrange for a courier to collect the old package from you.
FURNITURE PLANET:
When would be a good time for that?
GORDON:
Well, I'm busy tomorrow, so that won't do.
GORDON:
Late Wednesday afternoon would be perfect, though.
GORDON:
Could we say 5.30?
FURNITURE PLANET:
I'm sorry, the courier only works until 5pm.
GORDON:
In that case, 4.45 would be okay.
FURNITURE PLANET:
Perfect.
FURNITURE PLANET:
I'll pencil you in then.
FURNITURE PLANET:
After that, you will receive the replacement item within 5 days, so that should be before this coming Saturday.
FURNITURE PLANET:
And finally, if there is any problem, how would you like us to contact you?
FURNITURE PLANET:
By email or by telephone?
GORDON:
By email, please.
GORDON:
My email address is gcooper45 at mail.com.
FURNITURE PLANET:
Thank you, Mr Cooper.
FURNITURE PLANET:
We'll be sure to let you know if there are any problems.
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Before you hear the rest of the conversation, you have some time to look at questions 8 to 10.
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Now listen carefully and answer questions 8 to 10.
FURNITURE PLANET:
Now that we've sorted that out, is there anything else I can help you with, Mr Cooper?
GORDON:
Actually, yes there is.
GORDON:
You see, I'm buying furniture for our lounge, so I've been looking online.
GORDON:
Your website is very simple to find products on, but then it's difficult to know if what you're looking at is suitable because the product description pages aren't very helpful.
FURNITURE PLANET:
Well, it's always useful to hear customer suggestions.
FURNITURE PLANET:
How do you think we could improve?
GORDON:
Well, I feel there's not much information about the size and weight of the items, as well as the materials used to make them.
GORDON:
Also, although the number and content of the pictures is good, they're sometimes too small to see the details.
FURNITURE PLANET:
Okay, I will make a note to pass on to our web development team.
FURNITURE PLANET:
Now, to get back to the items you were interested in...
GORDON:
Yes, well, I'm looking for an armchair.
GORDON:
The website says that you have the one...
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That is the end of part one.
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You now have some time to check your answers.
