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Video 1音频：

Video 1慢速音频：

Viewing：Watch the video. Pay attention to the negotiations between Mr. Carlos and Mr. Lin, and complete the table below.

参考答案：

音频文本：

Entertaining claims

Mr. Carlos: Good morning, Mr. Lin.

Mr. Lin: Good morning, Mr. Carlos. Nice to see you again. Did you enjoy your stay in Beijing?

Mr. Carlos: Yes, very much. And I made a couple of deals at the trade fair. Now, Mr. Lin, if you don't mind, let's get down to business.

Mr. Lin: Sure. Go ahead, please.

Mr. Carlos: You lodged a claim with us about the 100 coffee sets supplied per your order No. 366.

Mr. Lin: Yes. We received them last month. We were sorry to find that 15 sets were badly damaged.

Mr. Carlos: Have you checked into the cause of the damage? I suppose the breakage might have happened en route. That would probably have been due to rough handling by the shipping company. If that's the case, I advise you to take the matter up with them.

Mr. Lin: We've talked with them about it already. They said that as the cartons containing the coffee sets appeared to be in good condition, they're not responsible. Therefore, we can only assume the damage must be due to careless handling at some stage prior to shipment.

Mr. Carlos: Have you any evidence?

Mr. Lin: Certainly. Here's a survey report issued by the Beijing Commodity Inspection Bureau.

Mr. Carlos: Then, what do you want us to do about it?

Mr. Lin: Well, we'd like you to replace all 15 sets as soon as possible. Our customer is waiting for the complete order.

Mr. Carlos: Well, we respect the findings of the Inspection Bureau so we’re willing to settle your claim immediately. We'll send the replacements by air on the first available flight.

Mr. Lin: Oh, thank you. That's very understanding of you, Mr. Carlos. I'm so relieved. Thank you very much for your cooperation.

Mr. Carlos: I'm sorry for the inconvenience it caused you and your customer. I assure you this will not happen again.

Mr. Lin: I do hope so. Oh, it's nearly 12:00. How about joining us for lunch?

Mr. Carlos: I'd love to. But just let me send the instruction to have your coffee sets carefully packed ready for shipment first.

Mr. Lin: OK. I'll wait in the lobby.