English Conversation Practice - A Headache

Mike: I have a very angry customer on the phone.
Manager: What is the problem?
Mike: The customer says he wants to return his refrigerator.
Manager: Why? What is wrong with it?
Mike: He says it doesn't work anymore.
Manager: Did you tell him we would try to fix it for free?
Mike: Yes. He won't listen to me.
Manager: What is he demanding?
Mike: He wants a free replacement right now.
Manager: That is not how our policy works.
Mike: Can you please talk to him?

1. Who is Mike talking to on the phone?
A polite customer
An angry customer
A confused customer
A sad customer

2. What does the customer want?
A free repair
Additional accessories
A free replacement
To talk to the manager

3. What did Mike offer the customer?
A new refrigerator
A warranty
Additional accessories
A free repair

4. What does Mike ask his manager to do?
Give the customer a free replacement
Talk to the customer
Sue the customer
Hang up the phone