A、Her prior schooling. B、Her residence. C、Her age. D、Her driving record. B

W: I want to register for this mathematics course.
M: I’m sorry. Registration is closed.
W: Closed? The clerk told me I could come back and register anytime during the first week of the classes.
M: Well, that’s not possible. The computer’s official student account has already been sent to the state. And that’s what our budget is based on. Who told you that anyway?
W: A woman here when I tried to register three weeks ago. She said I just had to pay a late fee.
M: She must be a temporary worker. They don’t have much training. Why didn’t you register then?
W: She said I couldn’t until I had my birth certificate. Here it is.
M: Your birth certificate?
W: Well, I’m a new part-time student, so she asked for the identification. I don’t drive, so I don’t have a driver’s license.
M: Hm. There’s no reason to demand a birth certificate. We only need to establish residency. A phone bill with your name and address on would be fine.
W: Really? Only proof of my address?
M: Yes. I’m afraid she gave you the wrong information. Still, you have to wait and take your math class next semester.
W: But that’s not fair.
M: Well, I sympathize with your problem, but frankly, I don’t think there’s anything anyone can do for you. You’re trapped in the system. If you want to, you can talk to the director. She’ll help if she can.
W: Great!
M: Don’t get your hopes up!
Questions 9 to 12 are based on the conversation you have just heard.
9. What problem does the woman have?
10. Why did the woman have to go to the office two times?
11. According to the man, what does the woman need to show evidence of?
12. What does the man imply when he tells the woman not to get her hopes up?