Questions 16-18 refer to the following conversation with three speakers.
W: George, Rashid, I was looking through the sales log from earlier today, and it seems both of you made a mistake when processing returns.
Ml: Oh? What mistake was that?
W: Customers only have fourteen days to return merchandise, not thirty. Too many people were taking advantage of it in the past, so we changed the policy.
M2: But when we were trained, they told us it was thirty. It even says so in the training manual.
W: Really? Hmm... You're right. This should be corrected immediately. From now on, follow the new policy until they change these manuals. Let me go speak with the training manager about this. |
