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Unit1ShoppingandBankingOline

PartIGettingready

B.Keys:

1:drop2:shopping3:mouse4:feet5:retaiIing6:street7:

get8:down9:third-party10:onIine11:30%12:malls13:Britain

14:gift-buying15:50%16:net17:peroid

C.Keys:

1:thesite2:merchant,addresses/phonenumbers/caIIup3:

strictsafetymeasures

PartIINetshoppingunderfire

A.Keys:

1:delivery,deIivery2:deliverycharges3:personaI

information,87%4:returninggoods,47%5:order,35%,dispatch,

87%6:moneyback,two

B.Keys:

1:convenience2:choice3:obstacIes4:compIetetrust5:

buildconsummers'trust6:mature7:payment8:service

PartIIIBankingathome

A.Keys:

1:Iimitedopeninghours2:OnIinebankingservices3:getting

currentinformationonproducts4:e-maiIingquestionstothebank

5:competingforcustomers6:havingnocomputersathome

B.Keys:

1:ItisbankingthroughtheInternet.2:'OnIinebanking'offers

conveniencewhichappeaIstothekindofcustomerbankswanttokeep.

3:Banksmostwanttokeeppeoplewhoareyoung,weII-educated,and

havegoodincomes.

PartIVMoreaboutthetopic:SecretofGoodCustomerService

B.Keys:

EnglishGoodCustomerService(Harrods)

1:inapIeasantenvironment2:Secondtonone3:different

customers,takeaIookateverything,aIternatives,cometosaIes

assistants4:firstcontactwiththecustomer

AmericanGoodCustomerService(Saks)

1:humanside,famiIy,occasionsinIife,apartnership2:

repeatbusiness,sales

PartVDoyouknow...?

Keys:

1:c2:a、b、c3:a、b、c4:c5:c6:b

Tapescript

PartIGettingready

C.

ConsumerswhowanttoshoponIinearesuggestedtobearthe

followingthingsinmind:EvaIuatethesite.Alwaysbuygoodsfrom

weII-knownandtrustworthycompanies.DeaIwithcompanieswhichoffer

customerservice,acomplaintsprocedureandhavearefundpoIicy.TaIk

tomerchant.E-maiIandwaitforreponses.Takedowntheaddresses

andphonenumbersofthosecompaniesandmakesuretheyarereaIby

callingthemupbeforebuyinganyproductsandservices.Ensuresecure

connection.SincebuyersmustsubmitpersonalinformationIikenumber

andexpirydateofthecardtherearefearsoversecurity.DeaIwith

sitesthatappIystrictsafetymeasuresthatrequireshopperstogive

specificdataknownonlytocardholdersbeforemakingthe

transaction.BeextracarefuIatacybercafeorotherpubIic

connection.

PartIINetshoppingunderfire

Thereisanurgentneedfore-commercerulestoboostconfidence

inbuyingonIine.ConsumersInternational,afederalionof245

consumerorganizations——includingtheUK'sConsumersAssociation

——saiditssurveyshowedthattherewerestillobatacIestoshopping

onIinewithcompIetetrust.

Thestudy,fundedbytheEuropeanUnion,invoIvedbuyingmorethan

150itemsfrom17countries.Eachconsumerorganizationtakingpart

triedtofindonesiteinitsowncountryandoneabroadtobuya

selectionofitems.TheseincIudedadictionary,adoll,jeans,a

hairdryer,computersoftwareandhardware,chocolatesandchampagne.

Thekeyfindingswere:

Eightoftheiternsorderedtookmorethanamonthtoreachtheir

destinationandatleast11(eightpercent)neverarrived.

ManysitesdidnotgiveclearinformationaboutdeIiverycharges.

Only13%ofthesitespromisedthattheywouldnotseiIcustomers'

personaIinformationontoathirdparty.

OnIy53%ofthecompanieshadapoIicyonreturninggoods.

OnIy65%ofthesitesprovidedconfirmationoftheorderandonIy

13%toldcustomerswhentheirgoodshadbeendispatched.

Intwocases,custorrersarestillwaitingfortheirmoneybackmore

thanfourmonthsafterreturningtheirgoods.

LouisSylvan,vice-presidentofConsumersInternational,said,

"Thisstudyshowsthat,althoughbuyingitemsovertheInternetcan

benefittheconsumerbyofferingconvenienceandchoice,thereare

stillmanyobstacIesthatneedtobeovercomebeforeconsumerscan

shopincyberspacewithcompIetetrust."

ChrisPhiIips,MarketingManagerataLondonbasede-commerce

securitycompanycommented,"Thisstudyconfirmsthedifficultiesof

estabIishingconsumers'trustintheInternetasashoppingexperience.

WithstatisticsIiketheseandVisaclaiming47%ofdisputesandfraud

caseswereInternet-related,itisIittIewonderthatInternet

commerceisnotproducingtheprofitspredictedtwoorthreeyears

ago.TrusttakestimetobuiId,andtheInternetwiIInotmatureas

aretaiIchanneIuntiItrustedbrands,IikethebanksforexampIe,

starttoofferwaysofsupportingtrustrelationshipswithguarantees

paymentandservice."

InSeptember,theOrganizationforEconomicCooperationand

DevelopmentwiIIholdameetingtodiscussasetofinternationaI

guideIinesforelectroniccommerce.

PartIIIBankingathome

ManypeopIedisIikewalkingtothebank,standinginIongIines,

andrunningoutofchecks.Theyaredissatisfiedwiththeirbank's

Iimitedhours,too.Theywanttodosomebankingatnight,andon

weekends.Forsuchpeople,theirproblemsmaysoonbeover.Before

Iong,theymaybeabIetodotheirbankingfromthecomfortoftheir

ownhome,anyhouroftheday,anydayoftheweek.

Manybanksarepreparing"onIinebranches,"orInternetoffices,

whichmeansthatpeoplewiIIbeabletotakecareofmuchoftheir

bankingbusinessthroughtheirhomecomputers.ThisprocessiscaIIed

interactivebanking.AttheseonIinebranches,customerswiIIbeable

toviewaIItheiraccounts,movemoneybetweentheiraccounts,apply

foraloan,andgetcurrentinformationonproductssuchascredit

cards.CustomerswiIIalsobeabletopaytheirbillselectronically,

andevene-maiIquestionstothebank.

BanksarecreatingonIineservicesforseveraIreasons.Onereason

isthatbanksmustcompeteforcustomers,whowiIIswitchtoanother

bankiftheyaredissatisfiedwiththeservicetheyreceive.The

convenienceofonIinebankingappeaIstothekindofcustomerbanks

mostwanttokeep-peopIewhoareyoung,weII-educated,andhavegood

incomes.BanksaIsowanttotakeadvantageofmoderntechnologyas

theymoveintothetwenty-firstcentury.

OnIinebankingmaynotbeappropriateforeveryone.Forinstance,

manypeopIedonothavecomputersathome.OtherpeopIeprefertogo

tothebankandhandIetheiraccountsthetraditionaIway.Eventhough

onIinebankingmaynevercompIeteIyrepIaceawalk-inbank,itisa

servicethatmanycustomersaregoingtowanttouse.

PartIVMoreaboutthetopic:SecretofGoodCustomerService

InBritaintheyaskyou,"Areyoubeingserved?'*Whi1stinAmerica

theyteIIyouto"Haveaniceday."Butwhatisthesecretofgood

customerservice?FromHarrodsinLondonandSaksNewYork,we'regoing

tofindoutthedosanddon'tsofsellingprotocol.

ThereasonthatHarrodshasbeensosuccessfuIoverahundredand

fiftyyearsistwofold.FirstofaIIthey'veofferedtheircustomers

theproductstheywanttobuyinapIeasantenvironment.ButsecondIy

andmoreimportantly,theIeveIofcustomerservicethatthey'vegiven

theircustomers,beforesaIe,duringsaleandaftersale,hasbeen

secondtonone.Ithinkit'sfairtosaythatifyoucomparetheBritish

withourcousinseIsewhereintheworIdthatweareactuaIIyquite

areservedIot.Toacertainextenttherearealotofshrinkingviolets

inthiscountrywhowouldratherjustdotheirownthing.They'drather

wanderaroundandbrowseandiftheydoneedanyhelpeventuaIIy,ask

forit.SoIthinkthewaythatweapproachourownU.K.basedcustomers

isactuaIIysIightlydifferenttothewayweknowweneedtoapproach.

ForexampIe,anAmericancustomer,orindeedaJapanesecustomer,or

aMiddleEasterncustomer,whoaIIhavedifferentwaysofdoingthings.

WeIIinservingdifferent,Iguess,nationalities,youdotake

verydifferentapproaches.WithEuropeans,forexampIe,youdokind

ofIetthemtakeaIookateverything.Seewhat'sbeingonofferand

thenaskthemiftheyneedanyheIp.Ithinkthey'dprobabIymuchmore

prefertocometoyou,ratherthanyousomuchtogotothem.The

Americancustomerverymuchexpectsyoutogotothem,approachthem,

showthemaIternatives.WeiIIthinkmaybethemoreEuropeanorBritish

customercanbeaImostturnedoffbythatifsomeoneisseentobe

tooaggressive,maybetooanxioustomakeasale.

It'smostimportantthatthefirstcontact,thefirstinitial

meetingwiththecustomerisagoodandsuccessfuIonebecauseonthat

basis,thecustomerwillmakeuptheirmindwhattheywanttodonext.

IquiteIiketheEngIishsaIesassistantsbecausetheydefinitely

havebetterthingtodothantaIktoyou,whichIIike.It'svery

terrifyingwhenyougotoAmerica.11CanIheIpyou?"they'reIike

Iiekingyou.You'rejustlike,"No,I'mfine.Ijustwanttolook."

Thatputsmeoff.IlovetheEnglishsalesassistant.

Sowherehaveyouexperiencedtheverybestincustomerservice?

Umm,probabIyAmerica.Intermsofbestasin,theygiveyouso

muchattentionit'salmostembarrassing.Theytreatyou,youknow,

the"haveaniceday"thing.They'wanttoheIpyou.Theywantyou

tobuy,'causetheyoftenworkonacommissionbasis.That'sifyou

Iikebest.ButIpreferthe…Iike,beingignored.

Tamara:

IthinkEngland'sstillwaybehindintermsof,IikeAmericafor

exampIe.IcancaIIinAmericafromLondonandthey'IItracktheitem

down.It'snotIike,"Sorrymadamwedon'thavethatinyoursize."

IjustgottheGucciboots,whichminehadactua11ybroken.Andin

Englandtheysaid,"Sorry"youknow,that'sit.SothiswomaninLos

Angelestrackedthemdownand,infactgotthemforme.That'sbecause

theyworkoncommission.AndthesoonerweIearnthat,thebetterthe

servicewiIIget.

SowhatdotheAmericanshavetosay?Theymayspeakwitha

differentaccent.ButisthesaIespitchaforeignlanguagetothe

restoftheworId?

IthinkpartofthereasonAmericansareknownasexpertsisthat

wetendtofocusalotmoreinthehumansideofseIIing,notthe

mechanicaIside,whichistheregisterandknowingabouttheproduct.

WereaIlywanttoknowaboutyourIifestyIe.Wewanttoknowabout

yourfamily.Wewanttoknowaboutyourincome.Wewanttoknowabout

youroccasionsinyourIife.Andthat'sverydifferentoutsideofthe

UnitedStates.OurconsumeractuaIIyiscomfortablewithforminga

partnershipwithasalesassociateandgivingupthatinformation,

verypersonaIinformation,verypersonaIinformation.Ithinkthat

bestpartaboutSakssalesassociatetrainingthatweactuaIlydevelop

customers,fivedifferenttypesofcustomersandwevideotapethem

andputthemupinfrontofeverynewsaIesassociateandsay,"This

isourcustomers.HThey'reverydifferent.Eachoneofthemisatop

customeratSaksbuttheyshopinaverydifferentway.Alotofstores

inthisindustryreaIIymeasuresellingeffectivenessbysaIesand

quitefrankIythat'snotwhatSaksisabout.Ithinkthewayyoumeasure

goodquaIitystaffisbyrepeatbusiness.Obviouslyifyouhavesomeone

onyoursellingfloorthathasaclientele,thatisthemeasureof

agoodsaIesassociate.

PartVDoyouknow...?

"EverybodyIovesabargain,"thisisacommonAmericansaying.

AbargainissomethingyoubuyforIessthanitstruevaIe.Itis

somethingyoumightnotbuyifitcostsmore.Oneperson'suselessugly

objectcanbeanotherperson'sbargain.SomanyAmericansputit

outsidewitha"forsale"signonitandtheyhaveayardsale.

Justaboutanythingcanbesoldatayardsale:clothing,cooking

equipment,oldtoys,tooIs,booksandchairs,evenobjectsyouthink

areextremeIyuglyoruseIess.YoumayhaveaneIectricIightshaped

Iikeafish.YoumaygreatIydisIikeitsIooks,butitmaybebeautiful

tosomeoneeIse.UsuaIlytheseiIerputsapriceoneachobject.But

thepricecanalmostaIwaysbenegotiated.ThepriceofatabIe,for

exampIe,mightbemarked$10.ButtheseiIermayaccept8.Ifthetable

hasnotbeensoldbytheendoftheday,theseilerprobablywiIItake

muchless.

SomepeopIegotoyardsaIesbecauseitispartoftheirjob.They

earntheirIivingsbybuyingoldthingsatlowpricesthenselling

themathigherprices.Manyothers,however,gotoyardsaIesjust

tohavefun.TheysayitisIikegoingonatreasurehunt.Sometimes

theyreaIlydofindthetreasure.

NedJauderedid.TheBostonGlobenewspapersaysMr.Jauderehas

beencolIectingnativeAmericanIndianobjectssineehewasayoung

man.Lastyear,hestoppedatayardsaleinthenortheasterncity

ofWorcester,Massachusertts.Hepaid$125forwhateveryonethought

wasanoldwoodencIub.Mr.JauderethoughtitwassomethingeIse.

TwodaysIater,heconfirmedthatthecIubhadbeenusedbythe

WampanoagIndianleaderknownasKingPhilip.KingPhilipusedit

duringhiswarwiththewhitesettlersateasternMassachusettsin

1675.ThehistoricweaponhadbeenstoIenfromamuseumin1970and

hadbeenmissingeversinee.Mr.JardereIearntthewarcIubwasvaIued

atabout$150000buthedidnotseIIitorkeepit.Mr.Jauderereturned

thecIubtothemuseumnearBostonMassachusettsfromwhichitwas

stolen.

Questions:

1.WhichofthefollowingisacommonAmericansaying?

2.WhatcanbesoldatayardsaIe?

3.WhydopeopIegotoayardsaIe?

4.WhenwastheoldwoodencIubstolen?

5.WhatwasthereaIvaIueofthecIub?

6.WhywasthecIubatagreatvaIue?

Unit2HoteIorB&B

PartIGettingready

B.Keys:

1:35%,60%2:45%,20%3:60%,80%4:30%,15%5:50%,70%

6:30%,20%

C.Keys:

(1)1:£30/single;£60/doubIe,chiIdrenunder122:£29/fuII

board3:£28/doubIe+bath,excIuded

(2)1:hotfood,friedegg2:coffee,tea,jam,cooked3:dinner,

bedandbreakfast4:theroompIusalImeaIs5:VaIueAddedTax

PartIIAtouchofhome

OutIineI:bedandbreakfast,15000,advantagesoverbighoteIs

II:meetingdifferentpeopleIII:features,1883,guestsIV:B&Bs

notsuitableforsomepeopIe

PartIIIRentingacar

A.Keys:1:three2:Mon.July10th3:stationwagon4:$79.95

5:$59.956:4p.m.7:10a.m.8:'free9:12cents10:$10

11:8%12:1$100

B.Keys:acompactcar/astationwagon/automatictransmission/

currentmodeIs/pickup/returnthecar/speciaIweekendrate/reguIar

rate/unIimitedmiIeage/insurance/saIestax/afuIItankofgas/

deposit/Iowestrates.

PartIVMoreaboutthetopic:WhatTypeofRoomDoYouWant?

A.Keys:1:52:23:64:45:36:1

B.Keys:1:£40,aIIgrades2:£55,SaIes3:£150,

Managerial,entertainingprivateguest,thelake4:£220,privacy,

country-side,kitchen

PartVDoyouknow...?

A.Keys:(France)ItaIy,(2)3,(3)2,(4)8

(Loudon,UK)Paris,France,(8)4B.Keys:1:F2:T3:F4:F5:

T

Tapescript

PartIGettingready

B.

A:Goodmorning.I'dIikesomeinformationabouttouristfigures,

pIease.First,aboutaccommodation.Whatproportionoftouristsstay

inhoteIs?B:Well,inanaverageyear60%oftouristsstayinhoteIs,

butthisyear35%arestayinginhotels.A:Whatproportionof

touristsstayinhoiidaycamps?B:Well,inanaverageyear20%of

touristsstayinhoiidaycamps,butthisyear45%arestayingin

hoiidaycamps.A:Now,aboutpIacesvisited.Whatproportionof

touristsvisitEurope?B:Well,inanaverageyear80%of

touristsvisitEurope,butthisyear60%arevisitingEurope.

A:AndwhatproportionoftouristsvisittheU.S.A.?B:Well,in

anaverageyear15%oftouristsvisittheU.S.A.,butthisyear30%

arevisitingtheU.S.A..A:Now,aboutmethodsoftransport.What

proportionoftouristsgobypIane?B:Well,inanaverageyear

about70%oftouristsgobypIane,butthisyearabout50%aregoing

bypIane.A:Whatproportionoftouriststaketheirowncar?

B:Well,inanaverageyearabout20%oftouriststaketheir

owncar,butthisyearabout30%aretakingtheirowncar.A:

ThankyouverymuchforyourheIp.

C.

C:...sohere'sabrochurewiththehoteIsinMidford.Itgives

youaIItherates...

T:I'msorry,myEnglishisn'tsogood.Canyouexplainthisto

me?

C:Yes,ofcourse.FirstofaIIwehavetheCastleInn???here…

it'sthecheapest.ItwiIIcostyouonIy£12forasingleroomand

£15foradoubIe.ThepriceincIudescontinentaIbreakfast.Ifyou

wantafuIIEnglishbreakfastyou'IIhavetopayextra…

T:Whatisthis"Englishbreakfast"?

C:Oh,youknow,hotfood:friedegg,friedbacon,porridge...

whereasthecontinentaIbreakfastiscoffee,tea,rolIs,jamandhoney

-nothingcooked,yousee.

T:IthinkIwouldpreferthecontinentaIbreakfast.

C:WeII,yes,that'sincIuded.AndthenwehavetheDaItonHoteI,

moreexpensive,butverynice,abathroomattachedtoeveryroom.The

DaItoncharges£30forasingleroomand£60foradoubIe.Butthere

isnochargeforchiIdrenunder12whostayinthesameroomastheir

parents.

T:Iwon'thavemychiIdrenwithme.ButmaybemyhusbandwiIIcome

aIittIeIater...

C:WeII,theParkHoteIisveryreasonabIypriced.£16perperson.

Everyroomhasabath.There'saspeciaIrateof£25whichincludes

dinner,bedandbreakfast——whatwecaIIhalfboard.Oryoucanhave

fuIIboard,that'stheroompIusaIImeaIsfor£29perpersonper

night.

T:WewouldonIywantbreakfast.

C:Isee.Mm…youcouldtrythefourthhoteIhere,thePhoenix.

ItwiIIcostyou£28foradoubleroomwithbath.Breakfastis£5

perperson.

T:Yes.Butwhatabouttheextramoney,whatdoyoucaIIitin

English,theservice...

C:AIItheseratesincIudeaservicechargeof10%.TheyaIso

incIudeVAT-that'sVaIueAddedTax.

T:IfwecomeIaterintheyearwiIIitbecheaper?

C:Yes.ThesearetheratesforJunetoSeptember.Youwouldpay

Iessatothertimesoftheyear.

T:I*IItaIkaboutitwithmyhusband.Thankyouforexplaining

everythingtome.

C:You'reveryweIcome.

PartIIAtouchofhome

BevRoseisaverygoodhostess.Shetellstheguestsinherhome

therearesodasintherefrigerator,snacksinthekitchen,andvideos

nexttotheTV.

ButRose'sguestsaren'tout-of-townfamilyorfriends.Herguests

arefromaIIovertheworId.Rose'shouseisIikeasmalIhoteI.It

iscalledabedandbreakfastorB&Bforshort.ThenameofRose*s

B&BisSuitsUs.

RoseandherhusbandhavejoinedagrowingnumberofpeopIewho

areoperatingB&Bsintheirhomes.B&Bsofferthecharm,comfort,and

hospitaIitythatisoftenmissinginbighoteIs.That'swhythereare

manypeoplewhowouldratherstayataB&BthanahoteIwhenthey

traveI.

Thereareabout15000B&BsacrosstheU.S.EachyeartheyweIcome

miIIionsofvisitors.Andthenumberisincreasing."Ithinkguests

arelookingforthepersonaItouch,"saidPatHardy,thedirectorof

theAmericanBedandBreakfastAssociation."InaB&B,youdon'thave

aroomnumber.TheownerknowswhoyouareandheIpsyouenjoyyour

trip,"Hardysaid.TraveIersoftenwantmorethanjustapIacetosIeep.

TheyIikeB&BsbecausetheownertakesapersonaIinterestinthem.

RosesaidoneofthebestthingsaboutowningaB&Bismeeting

aIIthedifferentpeopIe.SheIoveswatchingtheguestsmeeteachother

forthefirsttimeatbreakfast."It'sreaIIyfuntostandinthe

kitchenandtaIkwithmyguests.Eventhoughmostofthemhavejust

metforthefirsttime,theconversationsatthebreakfasttabIeare

reaIIyinterestingandlively."

ManyB&BsareoIderhomeswithinterestinghistories.SuitsUs

wasbuiltin1883.TheroomsarefiIledwithantiquesand19th-century

decorations.TheRosesrentthreeoftheupstairsbedroomstoguests.

EveryroomatSuitsUshasitsownpersonaIity.TheRoseshavenamed

severaIoftheroomsforpreviousguests.ForexampIe,oneoftherooms

isnamedtheWoodrowWiIsonRoombecausetheformerU.S.President

stayedthere.AnotherroomiscalledtheAnnieOakIeyRoombecause

thefamouscowgirIwasonceaguestthere.

Bedandbreakfastsaren'tforeveryone.SomepeopIearen't

comfortabIestayinginsomeoneeIse'shome.AndotherpeopIedon't

careforthepersonaIinteraction.Butforaquiet,romanticpIace

tostay,manypeopIearecheckingintobedandbreakfastsinsteadof

hoteIs.OncepeopIehavestayedinaB&B,theyoftenfindithardto

gobacktohoteIs.

PartIIIRentingacar

A:Goodafternoon.U-Drive-ltrentaIs.MayIheIpyou?

C:Hi,yeah.I'miinterestedin,uh,rentingacarfortheweekend,

andI'mwonderingifyouhaveaspeciaIweekendrate?

A:Yes,wedo.[Mm-hnm.]Uh...whatsortofcarwereyouiinterested

in?

C:WeII,we'reafamilyofthreeandwehavecampingequipment.

Now,I'musedtodrivingasmaIIcar,butImightneedsomethinga

IittIelargerbecauseofthefamiIyand,uh...aIItheequipmentthat

wehave.A:WeII,um...IcouIdsuggestacompactcarfor/toyou.

[Mm-hmm.]Someofourcompactshave...haveIargetrunks,[OK.]or,

uh...Oh,betteryet,whynotasmaIIstationwagon?[Oh,good.]Um...

aIIourcarsarecurrentmodeIsand,uh,haveautomatictransmission.

C:Oh,well,I'musedtodrivingastandard,butIguessthere's

noprobIemwithautomatictransmission.

A:No,no.Ifyoucandriveastandardyoucandriveanautomatic.

[Mh-hmm.]llh,now,Iisten,whenwereyou...uh...interestedin...

inrentingthis?

C:Uh,well,we'llbeIeavingonaFriday,that'sthe...let'ssee,

that'sFriday,July7th,andthenreturningontheWonday.Thatwould

bethetenth.

A:Mm-hmm.Well,let'ssee...uh...wehave...uh...Oh!Wehave

aPintostationwagonforthosedates.[Mm-hmm.Good.]Um...yeah,

Ithink...Ithinkthat'syourbestbet.

C:0K.Uh...well,thenwhenwouIdwehavetopickupthecarand

whenwouIdwehavetoreturnthecartogetthatspeciaIweekendrate?

A:WeII,fortheweekendrateyouhavetopickupthecarafter

fouro'clockonFridayafternoon[Uh-huh.]andthenreturnitbyten

o'clockonMondaymorning.

C:AfterfouronFridayandreturningbyteno'clockonMonday

morning.[Mm-hmm.]OK.What...uh...uh,whatwouldbethepricefor

that?

A:OK,now,our...ourreguIarrateisseventy-nineninety-five.

[Ooh!]butthespecialweekendratew...youcangetthatforfifty-nine

ninety-five.[Oh,Great.]Um...nowthefirstthreehundredmilesare

free,[Mm-hmm...]afterthatit'stweIvecentspermiIe.

C:Oh,soit'stwelvecentsamileextraafterthefirstthree

hundredmiIes?

A:That'sright.

C:OK.Uh...doyouhaveany...um...rentaIswithunIimitedmiIeage?

A:WeII,wedo,butyoucan'tgetthatspeciaIweekendrate.

C:Uh-huh.OK.

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