Directions: In this section, you will hear two long conversations. At the end of each conversation, you will hear four questions. Both the conversation and the questions will be spoken only once. After you hear a question, you must choose the best answer from the four choices marked A）, B）, C）and D）. Then mark the corresponding letter on Answer Sheet 1 with a single line through the centre.
M: Hello. You're through to customer service. This is Michael speaking.  Before we continue, I just want to make you aware that this call is being recorded and may be used in the future for training purposes. What can I help you with today?
W: Hi, my name is Gene Seaman.  I recently bought an office chair from your company, but I returned it about a week ago. I'm just calling to inquire when I would be able to get my money back. It says on your website that your company will pay back the money within three working days of you receiving the returned item, but it's been five working days and I haven't received anything.
M: I'm sorry to hear that, Mrs. Seaman. What's your customer reference number, please?
W: It's 389460.
M: OK. 389460. I'm just looking on the system here and according to our records the chair you returned was received by our warehouse on Friday morning. The payment was made on Wednesday, but there seems to be a problem with your card number.
W: My card number?  Oh, maybe it has something to do with my new card. It was sent to me on Tuesday. Maybe the bank canceled my old one before you made the payment.
M:  Well, you'll need to update your card details directly on our website. Just make sure you're logged in and then under the description of your personal information, you should see an option for updating payment methods.
W: I am logged in and I'll give that a go.
M: I'll make a note here on the system for you so that the payment will be made tomorrow morning.
W: Thank you very much.
Questions 8 to 11 are based on the conversation you have just heard.
M: I'm getting a bit hungry.
W: Yes, me too. I'm starving. Are you going to prepare a meal for us?
M:  No, sorry. I'm actually pretty worn out. Let's just go out somewhere close to eat.
W: Well, I think we should stay in and save some cash. Can we get a meal delivered?
M: Yeah, great.  I'll use that food delivery app on my phone. What do you want? Fried chicken, hamburgers or fish and chips?
W: Oh, can we stay away from the junk food? How about something healthy?
M: OK, well, there's a place that does salads.
W: Let me have a look at that. Yeah, that looks delicious, but, to be honest, I'd prefer something hot, not cold.
M: How about Indian food?
W:  That's not the kind of hot I mean. I'm just not a fan of sauces that make me sweat and cry. I need something mild.
M: Okay, so would you consider Mexican? Oh, no, sorry, there's also very hot pepper in that. Would you like some Italian food, perhaps? It's a bit heavy, but it's great food for a cold night like this.
W: Pizza, spaghetti with creamy sauce? I know it's really tasty and great comfort food, but it's too fattening for me. I'm trying to keep a slim figure, you know?
M:  Oh, you're really difficult to please. Well, there's a nice Chinese restaurant that delivers.
W: Yes, I love Chinese food. Let me see. Oh, it's 15 kilometers away.
M: That's a bit too far away. Do you feel like Vietnamese food then?
W: Yeah, awesome. It's healthy and we can afford it.
M: Great. Let's order Vietnamese right away.
Questions 12 to 15 are based on the conversation you have just heard.