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    9．Complaints（投诉） should be made to a responsible person．Go back to the shop where you bought the goods，taking with you any receipt（收据） you may have．Ask to see the seller in a large store．In a small store the assistant may also be the owner so you can complain directly．In a chain store，ask to see the manager．If you telephone，ask the name of the pers on who handles your enquiry，otherwise you may never find out who deals with the complaint later．
    Even the bravest person finds it difficult to stand up in a group of people to complain，so if you do not want to do it in person，write a letter．Stick to the facts and keep a copy of what you write．At this stage，you should give any receipt number，but you should not need to give receipts or other papers to prove you bought the article．If you are not satisfied with the answer you get，or if you do not get a reply，write to the managing director of the firm，store，or organization．Be sure to keep copies of your own letter and any you receive．
    If your complaint is a just one，the shopkeeper may offer to replace or repair the faulty article．You may find it an attractive solution．In certain cases you may have the right to refuse the goods and ask for the money back，but this is when you have hardly used the goods and have acted at once．Even when you cannot refuse the goods you may be able to get some money back as well．And you have suffered some special loss，if，for example，a new washing machine tears your clothes，you might receive money to repair them．
    56．The shoppers may make a complaint becauseB．
    A．they dislike causing a fuss（大惊小怪）
    B．it doesn't do what is claimed（要求） for it
    C．the article is not up to standard
    D．they are at fault in buying the article
    57．If you write a letter to complain，A．
    A．it is important to keep a record of what you say
    B．it is necessary to send receipts
    C．say how you feel about the matter
    D．ask what receipt numbers you should give
    58．You can demand your money back only ifB．
    A．the article cannot be replaced or repaired
    B．you have gone back immediately
    C．the article has not gone up in price since you bought it
    D．the article has defects（缺陷）
    59．You may be able to claim extra money whenC．
    A．you have been hurt
    B．you can't find something special
    C．damage has been caused by the faulty article
    D．your clothes have been torn or lost．

    分析 文章讲述如何抱怨，在不同的场合应当向不同的人抱怨．

    解答 BABC
    56  B   细节题．第一段中指出，"如果你买的东西有问题，或者名不副实，那么你要求找回公道并不算是一种乞求．"很显然，选项B符合题意．A中的短语意思是大惊小怪，D是指顾客对购物这一行为本身不满意，而不是对商品不满意．
    57  A  细节题．由第二段第一句话Even the bravest person finds it difficult to stand up in a group of people to complain，so if you do not want to do it in person，write a letter．Stick to the facts and keep a copy of what you write．可知，如果你写信进行投诉，一定要对投诉信作个备份，故选A．
    58   B  细节题．第三段第三句提到，"某些时候你有权拒绝调换商品，要求把钱退还给你，但条件是你几乎还没有使用该商品，而且在购物后很快就来投诉．"其他三个选项皆不符合题意．故选B．
    59   C  细节题．由最后一段中And you have suffered some special loss，if，for example，a new washing machine tears your clothes，you might receive money to repair them．可知，如果你在使用不合格商品过程中受到损失或伤害，你可以要求商家承担责任、要求索赔．故选C．

    点评 考察学生的细节理解和推理判断能力，做细节理解题时一定要找到文章中的原句，和题干进行比较，再做出正确的选择．在做推理判断题不要以个人的主观想象代替文章的事实，要根据文章事实进行合乎逻辑的推理判断．

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