【正确答案】 B

【答案解析】[听力原文]19-22
W: Good morning. Complaints Department.
M: Yes. I'd like to speak to Miss Wang.
W: Excuse me, sir. We have a bad connection. Could you speak a little more slowly?
M: I-want-to-speak-to-Miss-Wang.
W: This is Miss Wang speaking. Can I help you?
M: I'm afraid I have to make a serious complaint to you.
W: What's the problem?
M: I'm sorry to have to say this, but the electronic dictionary you changed for me the other day doesn't work properly, either. I'm really annoyed about it.
W: Would you like me to have it changed again?
M: Oh, no. I'm tired of it. I'm just calling to find out if I can bring it hack.
W: Have you got a receipt?
M: I should have one, but I can't find it. It's my fault. Maybe I threw it away right after I went out of the store.
W: That's a bit complicated, then. If you don't have a receipt, you can't have your money back.
M: But I did buy it from your store. What if I can't find the receipt?
W: I'm afraid there isn't much we can do. Would you please have another look for it and contact us?
M: I'll do that. Bye.
19. What are the two speakers doing?

男士说“I'm afraid I have to make a serious complaint to you”。由此可见，正确答案为B。

【正确答案】 C

【答案解析】[听力原文]
Why does the woman want the man to speak a little more slowly?

女士请男士说话声音大一点，因为“We have a bad connection”，故正确答案为C。

【正确答案】 A

【答案解析】[听力原文]
What does the man want to do with the electronic dictionary he has bought?

男士说已经受够了所买的电子辞典，因此想看一看能不能把它退回去。

【正确答案】 D

【答案解析】[听力原文]
Which of the following is true?

女士向男士要售货的发票，男士说可能在出商店以后就把发票丢掉了。女士说没有发票就不能退货，然后请男士再找一找。由此可见，男士很难再把钱要回来了。