Question 19 - 21 refer to following conversation: M-Cn: Hello, Ma'am. Thanks for shopping at Fresh made Supermarket. Do you have one of our loyalty cards? W-Am: Yes, but I forgot to bring it today. M-Cn: Unfortunately, I can't look up your phone number because our computer system isn't working, so I can't give you a discount today. W-Am: OK. I understand. Oh, and I took this bottle of soy sauce from the shelf, but I don't want to buy it now. M-Cn: That's fine, I know where it belongs. Now, ...