B. Complete the text about complaining about goods and services using words from the box.
refund/ solution/ sympathetic/ communicate/ dissatisfied/ temper/ apologize/ deal/ delivery/ make refund

Before you (1)_____ a complaint it's important that you are absolutely clear about why you are unhappy. Perhaps you are (2)____ with the way you were treated, you've bought a product which was faulty, or a (3) _________ was late. You also need to be clear in your mind about what you want to achieve by complaining. Is it enough for someone to (4) ____ for the problem, or are you expecting a full (5) _____ of the money you spent? When you do complain, make sure you are speaking to the right person in the organization to (6)_____ with the problem. Make an effort to (7)____
clearly and calmly. Try not to lose your (8)____, as this may result in the other person being unhelpful. If you are not successful the first time, keep trying. You may need to speak to several different people before you can agree on a (9)_____. Finally, if the listener has been (10) ______ and you feel that they have resolved the complaint in a way that is acceptable to you, remember to thank them for their help.

C. Complete sentences with the correct form of the verb in brackets. (6 points)

1. We _____ (not/ to go) on a tramp last summer.

2. What _____ (you/ to do) when your sister ______ (to come) home yesterday?

3. ______ (you/ to have) supper at nine o'clock yesterday?

4. He _____ (not/ to go) to the shop yesterday.

5. Nick _______ (to go) to bed at ten o'clock yesterday.

6. Rick _______ (to sleep) at eleven o'clock yesterday.

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