Can I help you?
Yes, my son and daughter bought this pen here for my wife's birthday, but it doesn't work, so I'd like to exchange it.
Let me see. Was it dropped or anything?
No, but you can see that the point is bent a little bit.
Yes, it is, isn't it? We'd be happy to exchange it for you. But I'm afraid we don't have another purple one. We only have this pen in black and yellow now.
My wife doesn't care for either of those colors.
We have one with a red leather cover. That's three dollars more.
The children worked hard to save up the eleven dollars for this one. They would probably be upset if I paid for part of their present.
If you want, we can order another pen just like this one.
That sounds like a good idea. Would you please go ahead and do that?
We'd be very happy to. It will take a week or ten days. We'll call you when it comes in.
Thank you very much.