听力原文：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 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. What is the man doing?