Mr. Anderson. I am calling to inform you of the surcharges for your on-line order. We appreciated that you called us to inquire the possible surcharges which go with your book order. However, the operator who answered your questions has failed to give you the right information. Since June this year, we have included the surcharges such as package and delivery in our overall prices. So, in addition to the original prices, each customer has to cover that of package and delivery as well depending on distances. You still need to pay 10 more dollars to your order. We are terribly sorry for any inconvenience, so we decided to enclose gift certificates worth 20 dollars used only in our brick and mortar bookshop. Again the apology is ours.
1. What’s wrong with the order Mr. Anderson placed?
a.The operator did not tell him the price
b.The operator told him only a part of the price
c.The operator did not take his phone call
d.The operator told him not to pay
2. What do surcharges refer to in this extract?
a.booking and ordering
b.taxes and tariffs
c.package and delivery
d.withdrawal and refund
3. What can Mr. Anderson receive as an apology?
a. certificates that give discounts
b. certificates that allow him to buy things for free
c. certificates that cause his inconvenience
d. certificates that compliment him