（1）The tourist Mr. Black is calling his tour guide Liu Li after returning home.

Task three Listen to the conversation and answer the following questions.

Script

Mr.Black: Hello, is that Liu Li?

LiuLi: Yes.

Mr.Black: This is Jack Black. I’m one of the tour members of the ten-day China highlight tour.

LiuLi: Oh, nice to hear your voice again, Mr. Black. Is there anything I can do for you?

Mr.Black: Yes, actually I have a question. A friend of mine, who was also on a tour to Suzhou, told me that she paid $30 for the evening Suzhou Garden Show. But I remember we paid $45 each for it.

LiuLi: The garden show... If my memory serves me right, yes, the tourists paid $45 each that evening.

Mr.Black: Why did we pay $15 more per person?

LiuLi: Well, that day we had some special local food and that costs $15 extra per person.

Mr.Black: But we had already paid the extra money to our tour leader.

LiuLi: Oh! I’m very sorry about this. I’ll find out what has happened and get back to you later. Is that OK?

Mr.Black: Yes, thanks. The money isn’t much, but I feel that I have been cheated.

LiuLi: I can understand how you feel. Thanks for calling me.

Mr.Black: Thank you for yourconcern.Goodbye.

（2）Liu Li calls the tour leader, Mr. Smith, to have a check. 

Task three Listen to the conversation and choose the best answer to each of the following questions

Script

Mr.Smith: Hello?

LiuLi: Hello, Mr. Smith. This is Liu Li speaking.

Mr.Smith: Nice to hear from you, Liu Li. What can I do for you?

LiuLi: I need your help to settle a complaint from Mr. Black, a tour member of the ten-day China highlight tour.

Mr.Smith: What’s the matter?

LiuLi: He complained that we charged $15 more for the Suzhou Garden Show. As I explained the $15 was for the special local food, he said they had already given you the money for the food.

Mr.Smith: Yes, that’s right. They all paid me after dinner that  day. I gave the money to the Suzhou local guide, Anne.

LiuLi: Can you remember when you gave the money to Anne? 

Mr. Smith: Let me think about it. I gave it to her after the visit to the Lingering Garden.

LiuLi: It seems that we charged the tourists twice for the dinner. I didn’t get the money from Anne. I’ll contact her again and report to our travel agency.

Mr.Smith: Anne is an excellent guide. It must be a mistake. I hope she doesn’t get into any trouble.

LiuLi: That’s very kind of you. I’ll call you as soon as I have the problem solved.

Mr.Smith: Thank you.

（3）Liu Li calls back Mr. Black to explain the matter and make an apology.

Task Four Fill in the blanks with what you hear.

LiuLi: Hello, Mr. Black. This is Liu Li from Shanghai CTS.

Mr.Black: Hello, Ms. Liu.

LiuLi: Mr. Black , our  travel  agency has1.                                     you mentioned and found that we accident all charged you twice for the local food.

Mr.Black: How did that happen?

LiuLi: On that day, both the local guide Anne and I charged each of you $15 for the local food. It was ourfault. We didn’t know the other one also 2.                     .We should have discussed the matter earlier. We are sosorry!

Mr.Black: Will the extra money be 3.                          ?

LiuLi: Of course! We have already retrieved the money and will transfer it into the 4.                            soon.

Mr.Black: Well, thank you for sorting it out.

LiuLi: I’m very sorry for all the trouble. Thank you for 5.                                 .

Answers

1.investigated into the matter

2.collected the money

3.paid back

4.tourists’ accounts

5.letting us know