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W:Then what is the problem?It's a present for my little Tommy.It's his birthdaytomorrow.I picked some dog food for him.(15)Why haven't I received his presentyet?M:We had to use a delivery service instead of our own drivers.W:Why?M:I shouldn't really say.W:I demand an explanation,or I want to speak to your boss.M:Our drivers all eat from the same restaurant at lunch.They have all got foodpoisoning.(16)W:Well,I'm sorry to hear that.I hope they are OK.M:Me,too.Because you are such a loyal customer,I would like to offer you a fullrefund for the item.W:I guess that would be acceptable.Hold on,there's someone at my door.M:Hello,Mrs.Smith?W:That was your driver.It arrived!Thank you so much.M:I'm glad it all worked out fine.We would still like to offer you a refund,for thelength of the call.(17)W:Thank you.That would be lovely.Text10(第20题为推断题)There is another thing to point out about safety before we start today's nursery tour.The safety of your children is,of course,our main concern and we are constantlyworking to improve it in any possible way.We also try to make sure that your children