1) We are happy to replace the ___ goods free of charge.
injured
hurt
destroyed
damaged

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2) All the cars in this particular range were recalled because of a design ___.
fault
mistake
error
slip

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3) The customer complained that the assistant he spoke to had been most ___.
helpless
incapable
unhelpful
impotent

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4) There was a ___ in the order at the factory and the wrong package was sent.
mix-up
mixture
mixing
mixed-up

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5) The delay in despatch was due to circumstances ___ our control.
above
beyond
under
in

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6) There was a serious staff ___ at the time so several shipments were held up.
shortage
reduction
decrease
contraction

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7) The complaint about the cost of the item was soon ___ out.
dealt
sorted
taken
cleared

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8) As we were entirely responsible for the confusion your account has been ___ with the full amount.
debited
added
given
credited

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9) The poor quality of the products was ___ on inadequate supervision of the workforce.
caused
blamed
explained
put

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10) The customer demanded a ___ when he discovered the equipment was missing.
return
repair
refund
reply