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1. 
Apologize for a problem
A.
The invoice is incorrect
B.
Thanks for your help.
C.
I'm sorry to hear that.
D.
This is Ricardo Ramos
2. 
Finding solutions
A.
We can give you a refund
B.
I'll call back later
C.
Can you give me some more information?
D.
I've got a problem with the computer.
3. 
The line's engaged. Wouyld you like to wait?
A.
Right. Let me write down the information.
B.
The invoice is incorrect
C.
Good morning
D.
No, can he call me back, please? As soon as possible.
4. 
Who are you? ( similar expression)
A.
Ok. Take a message
B.
Your name, please?
C.
I don't know.
D.
When will he be there?
5. 
My new home phone ________________ is 1234567879 ( write just 1 word in the answer box )
6. 
_________ I leave a message? ( write just 1 word in the answer box )
7. 
Who's _________, please? ( write just 1 word in the answer box )
8. 
I'll _________ you. ( I'll put you through) ( write just 1 word in the answer box )