S e ct io n T w o ( Q u e st io ns 1 8 -2 2 ) • Y ou will h ea r a noth e r f ive rec o rdin g s. F ive sp ea k e rs a r e talking a bout h o w to d ea l with complaints a bout g o ods. • F or e ac h r ec o r di n g , d e c ide w h a t a c t i on the sp e a k e r is r e c om m e ndi n g . • W rite o ne letter ( A - H) n e x t t o the number of the rec o r di n g . • Do not use a n y letter more than on ce . • A f ter y ou h a v e l i sten e d on ce , re p l a y the r ec o r d i n g s