A、Apologetic. B、Reasonable. C、Pathetic. D、Fault-finding. D

M: Ahem. Excuse me, where’s the manager? I want to see him.
W: I’m sorry, but the manager is not here today.
M: I demand a refund on these jeans. They are not the right size.
W: I’m so sorry, but the manager is not in. I’ll have to take care of your matter.
M: You see, I paid an expensive price for these jeans and one of your salesclerks gave me the wrong size.  On top of that, he put them in a box so that only after I arrived home and my son tried them on was I aware of his trick.
W: I’m sorry, but I don’t think he did that deliberately.
M: I don’t care how sorry or apologetic you are. I want my money back.
W: Do you have the receipt with you?
M: No.
W: I’m sorry, but no receipt, no refund. This is our policy.
M: You’d better refund my money or else you’ll be in big trouble.
W: I’m terribly sorry, but I can’t refund your money. I can give you another pair of jeans in exchange for yours.
M: Isn’t there anything else that you can do?
W: No that’s the way it is.
M: Well, okay, I’ll exchange my jeans for another pair, but I’m not happy.