Follow-up Practice
1. Listen to five short conversations, and decide which are appropriate responses to claims and which are not.

Conversation 1
A: We just received your shipment of our order No.001. Unfortunately, we've found that the quality is different from that of the approved samples.
B: I'm sorry to hear that. Can you give me details of the problem, please?
Conversation 2
A: We regret to tell you that the goods you sent us are not exactly the same as the specifications in the contract.
B: You don't say. That's impossible!
Conversation 3
A: This is Mr. Brown speaking.We've just received the goods for order No.001. Unfortunately, we've found the colours of some of the parts are different from the approved sample.
B: I'm sorry to hear that. Could you please fax us some pictures and also send us some samples of the faulty colour so we can check them. If it turns out to be our fault, we'll send you replacements right away.
Conversation 4
A: I have a complaint. I placed an order with you but when I received the shipment, I discovered the percentage of defects was over your stated 5%.
B: We're sorry to hear that. Please accept our apology.
Conversation 5
A: When the goods arrived at the port of destination, we found that part of them had been severely damaged during transit.
B: The contract is on FOB basis so I'm afraid the damage has nothing to do with us.
2. Listen to the dialogue and choose the correct answer to each question.