【正确答案】 A

【答案解析】[听力原文] 23-30
JOHN MARTIN: I'm very sorry to hear this, Mrs. Brown...Yes, of course. Yes, if it's our own fault, we'll certainly put the matter right. Goodbye. Sally! Get me the order number for twelve desks sent on Monday to the Bruddersfield Building Society, will you, while I get through to Nancy Fielding. We've got trouble.
Nancy FIELDING: Hello.
JOHN MARTIN: Hello, Nancy. John here.
SALLY: Here are the details, Mr. Martin.
JOHN MARTIN: Thank you, Sally. Nancy, can you check the inspection records for an order for twelve desks which were sent to Bruddersfield, the order number was D67/ 8-9053.
Nancy: Yes.
JOHN MARTIN. Find out if they were properly checked before dispatch, assuming the signature on the inspection sheet is legible. You might see if anyone knows how they were packed. The customer's just made a strong complaint. She says the sides of nearly every desk are badly scratched.
Nancy: I can't understand how that could have happened. Was our rep. called in to supervise the assembly?
JOHN MARTIN: Apparently not. I'm just going to get through to him now. Anyway, let me know fast, will you?
Nancy: I'll call you back.
JOHN MARTIN: Sally, Bruddersfield's in Area 4, I think. Get me Shuttleworth!
SALLY. Mr. Shuttleworth, the rep.? But it's 9:45. Surely he'll be on the road by now.
JOHN MARTIN: Not if I know Shuttleworth. I'll bet he's at home writing reports. (The telephone rings) Ah, Sally, it's the internal phone. I'll take it. Hello. Ah, Nancy.
Nancy: John, I've got the inspection record here. The twelve desks were checked by Robinson and I've just had a word with him. He remembered the order and he says they left here in perfect condition.
JOHN MARTIN: What about the packing?
Nancy: They went off by container, so we didn't crate them. You know, we have standard boxes now. All our regular parts fit into them exactly. The packers assure me they were packed tightly into the container--one of those special containers for transport by rail--so they wouldn't get banged about. It sounds to me like mishandling during unloading.
JOHN MARTIN: Well, thanks, Nancy. It doesn't sound like our fault. I'll get Shuttleworth to see if he can find out what happened when the goods arrived. Sally, have you got through to Shuttleworth, yet? SALLY: The number's ringing now. Hello. Oh, good morning, Mr. Shuttleworth. Mr. Martin would like to speak to you.
JOHN MARTIN: Hello. Ah I suppose I'm lucky to find you at this time.
SHUTTLEWORTH: Yes. I was just about to leave for York, Mr. Martin.
JOHN MARTIN: I've got something I'd like you to deal with it right away if you can...
(Later: Mr. Shuttleworth meets the angry customer)
Mrs. Brown: Here you are, Mr. Shuttleworth. Look at this desk, and this one. I think nine desks out of the twelve are scratched like this. I'm very disappointed in your firm.
SHUTTLEWORTH: I'm sorry you feel like that, Mr. Brown. Complaints of this sort are very rare indeed.
BROWN: I should hope so, for your sake. I trust you will get these desks replaced by new ones straight away. Look at this deep scratch here.
SHUTTLEWORTH: Oh, yes. Yes, they have been knocked about. Do you mind if I check your goods inwards? They might still have the packing material. It's worth having a look at, don't you think?
BROWN: I suppose you can if you want to, but you will find it's a waste of time. I'm quite convinced that the goods were not properly inspected at your factory, or else they were carelessly packed.
SHUTTLEWORTH : All the same, I'd like to have a look if you don't mind.
BROWN: Very well. My secretary will take you to the building supervisor.
SHUTTLEWORTH: Thank you very much, Mrs. Brown.
(Later that day, Mr. Shuttleworth telephones John Martin)
SHUTTLEWORTH: Hello. Mr. Martin. Shuttleworth here. I've discovered what happened to those desks when they arrived.
JOHN MARTIN: Good.
SHUTTLEWORTH: I had a look at the packing, and the top pieces of cardboard of several of the components were badly torn. I spoke to the men who unloaded the containers. They used hooks to drag each package out onto the loading bank. Just imagine. They said they never saw the " USE NO HOOKS" sign. But it was on the wrappings, because I saw that, too.
JOHN MARTIN: What did their boss say?
SHUTTLEWORTH: He told me that his men like using hooks because it makes unloading much easier. They don't have to lift the stuff by hand. It's their fault all right. I prove it.
JOHN MARTIN: Well done. I hope Mrs. Brown had the decency to apologies.
SHUTTLEWORTH: Yes, she did.
JOHN MARTIN: Well, now we've proved it wasn't our mistake, we'd better offer to respray the desks.
SHUTTLEWORTH: I was just going to suggest that, Mr. Martin. She's a good customer of ours and...I rather think, there may be quite a big order on the way.
That is the end of Part Three. You now have ten minutes to transfer your answers to your Answer Sheet.
Note: Teacher, stop the recording here and time ten minutes. Remind students when there is one minute remaining.

[要点] 考查对信息细节的理解能力。录音中提到“I'm very sorry to hear this，Mrs．Brown… Yes，of course．Yes，if it's our own fault，we'll certainly put the matter right．”，John Martin在电话中道歉，且保证犯了错会改正，因此可推断出正确答案是A项。
[注意] 考生应注重培养通过说话人说话的语气来判断其意图的能力，应从John说话内容来推断其真实意图。