[originaltext]W: Excuse me, can I help you?M: Yes. You see I bought this perso

W: Excuse me, can I help you?
M: Yes. You see I bought this personal stereo at your shop three days ago. And I’m afraid it hasn’t really matched up to what I was told about it.
W: I see. What exactly is the matter?
M: Well, first of all, there is this large scratch across the front of it.
W: But you should have noticed that when you bought it.
M: But it was in the box and all sealed up.
W: Well, I’m sorry but it really is your responsibility to check the goods when you buy them. How can we know it wasn’t you who made the scratch?
M: That’s ridiculous. But anyway it’s not the most important thing. I’m really not happy about this other thing.
W: And what is that?
M: Look, it says here that "the noise from it should be undetectable by other people".
W: Yes, that’s right.
M: But people can hear it. And it is really embarrassing on the bus and underground.
W: Well I’m sorry but it must be the way you’re wearing the headphones.
M: Look, I know how to put the earphones in my ears. Thank you very much. But what I want to know is what you’re going to do about it all?
W: Well, I suppose we could exchange it for another model if you really are unhappy about it.
M: No, I certainly am not.
W: Well, if I could just have the receipt.
M: Ah. Well, here you are.
Questions 8 and 11 are based on the conversation you have just heard.
8. What did the shop assistant think about the scratch on the product?
9. What did the customer think when he was told he hasn’t worn the headphones properly?
10. How many complaints did the customer make about the product altogether?
11. Why did the shop exchange the product in the end?