Ah, hello. Welcome back（在后） to Tip Top Trading, the U.K.'s leading wholesaler（ 批发商） of imitation（模仿） fruit. Today you're joining us in the middle of the action. Anna is with an important client（[经] 客户）, Mr.Lime（石灰）, from Citrus Ventures. He's angry, and she'll have to calm（ 镇静） him down. She could cope（对付） brilliantly（辉煌地） here, or this could be a horrible（ 令人恐惧的） mess（混乱）.

  Well, Mr.Lime, how can I help you? On Monday, I was meant to receive 8,000 plastic grapefruit from Tip Top Trading. Yes? The delivery（投递） was made on Tuesday. Oh, dear. And, instead of 8,000 plastic grapefruit, I got 800,000 plastic pineapples.

  Right, Anna. This is serious. You're going to have to apologize（道歉） and show that you really mean it. Say, "I'm really sorry to hear that." I'm really sorry to hear that, Mr.Lime. What on earth am I going to do with 800,000 plastic pineapples?

  Show Mr.Lime that you understand the problem. These are phrases you can use. That's totally（完全地） unacceptable（不能接受的）. That must have been very inconvenient（不便的） for you. And then promise to fix the problem. Say, "You have my words that we will sort（整理） this out."