Mark the intonation. в is making definite statements, with a fall. a: can i help you? в: i hope so. i have a complaint. i bought a pullover in your shop. it was a beautiful pullover, and very expensive. a: what happened? b: it was a present for a friend abroad. you said you could pack it, and post it for me. i was very pleased. a: what’s the problem? b: the parcel was damaged in the post. the paper came off. the pullover was spoilt. a: oh dear. i’m sorry the pullover was spoilt. but it happened in the post. so the post office are responsible. b: the post office said that the parcel wasn’t properly packed. you are responsible. a: we are very experienced at packing parcels. lots of people send our pullovers as presents. we wrap up hundreds of pullovers. i’m sure our parcel was properly packed. b: i’d like to speak to the department manager, please… что нужно здесь сделать