Answer: "D) "You're certainly justified in being upset, but I am ready to begin your exam now."
Explanation: when you are talking with a clients it is vital to show sympathy and understanding of the client's situation and then offer your service to them.
It makes the clients see that you actual value them and their concern .
It also shows that you don't take for granted what they may be going through .
You accommodate their feeling without being defensive or dismissal of what they may be feeling ; this is the way of giving great service to your clients .