Question

阅读下列短文，从每题所给的A、B、C和D项中，选出最佳选项，并在答题卡上将该项涂黑。

When people find out that the product they bought is unsatisfying or in some other way does not live up to the manufacturer’s claims , the first step is to present the warranty , or any other records which might help , at the store of purchase . In most cases , this action will produce results . However , if it does not , there are various means the consumer may use to gain satisfaction . A simple and common method used by many consumers is to complain directly to the store manager . In general , the “ higher up ” his or her complaint , the faster he or she can expect it to be settled . In such a case , it is usually settled in the consumer’s favor , assuming he or she has a just claim . Consumers should complain in person whenever possible , but if they cannot get to the place of purchase , it is acceptable to phone or write the complaint in a letter .

Complaining is usually most effective when it is done politely but firmly , and especially when the consumer can demonstrate what is wrong with the item in question . If this cannot be done , the consumer will succeed best by presenting specific information as to what is wrong , rather than by making general statements . For example , “ The left speaker does not work at all and the sound coming out of the right one is unclear ” is better than “ This stereo does not work . ” The store manager may advise the consumer to write to be manufacturer . If so , the consumer should do this , stating the complaint as politely and firmly as possible . If a polite complaint does not achieve the desired result , the consumer can go to a step further . She or he can threaten to take the seller to court or report the seller to a private or public organization responsible for protecting consumer’s rights .

1.When people find that their purchase is unsatisfying , the first thing they should do is to __________ .

A. complain personally to the manager

B. threaten to take the seller to court

C. write a firm letter of complaint to the store of purchase

D. show some written proof of the purchase to the store

2.How can a consumer make his or her complaint more effective , according to the passage ?

A. Make polite and general statements about the problem .

B. Threaten to take the seller to court .

C. Explain exactly what is wrong with the item .

D. Avoid having direct contact with the store manager .

3.What’s the best title of this passage ?

A. How to settle a consumer’s complaint

B. How to make an effective complaint

C. How to avoid buying a faulty item

D. How to deal with complaints

Answer 1