Question

Complaints should be made to a responsible person. Go back the shop where you bought the goods, taking with you any receipt you may have. Ask to see the buyer in a larger 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.

Even the bravest person finds it difficult to complain face to face, 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 numbers, 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, shop, or organization. Be sure to keep copies of your own letters 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 this an attractive solution. In certain cases you may have the right to refuse the goods and ask for your money back, but this is only where 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 if you have suffered some special loss, if for example a new washing machine tears your clothes, you might receive money to replace them. If the shopkeeper offers you a credit note to be used to buy goods in the same shops but you would rather have money, say no. If you accept a credit note remember that later you will not be able to ask for your money. If the shopkeeper refuses to give you, ask for advice from your Citizens’ Advice Bureau before you accept a credit note. In some cases the shopkeeper does not have to give you your money back---if, for example, he changes an article simply because you don’t like it or it does not fit. He does not have to take back the goods in these circumstances.

1.When making a complaint, what had better you take with to see the person in charge?(No more than 8 words) (2 marks)

__________________________________________________________________.

2.What are you advised to do if you are embarrassed to make a face-to-face complaint? (No more than 5 words) (2 marks)

__________________________________________________________________.

3.If you have not used the goods you make the complaint about, what are you likely to do?(No more than 14 words) (3 marks)

__________________________________________________________________.

4.In what circumstance will you not get your money back? (No more than 7 words) (3 marks)

__________________________________________________________________.

Answer 1

1.Any receipt you may have.

2.Write a letter.

3.To refuse the goods and ask for your money back.

4.If you accept a credit note.

【解析】

试题分析：本文是当你不想要所买的物品时，如何要回你所支付的钱的方法。

1.Any receipt you may have. （2分）

细节题。根据第一段第二句Go back the shop where you bought the goods, taking with you any receipt you may have.可知你要带着你有的收据。

2.Write a letter. （2分）

细节题。根据第二段第一句Even the bravest person finds it difficult to complain face to face, so if you do not want to do it in person, write a letter.可知你不好意思面对面，那么可以一封信。

3.To refuse the goods and ask for your money back. （3分）

细节题。根据文章第三段第三句In certain cases you may have the right to refuse the goods and ask for your money back, but this is only where you have hardly used the goods and have acted at once可知如果你没有用过这个商品，你可以要求换钱。

4.If you accept a credit note. （3分）

细节题。根据If you accept a credit note remember that later you will not be able to ask for your money.如果你同意接受对方的信用证，也许你永远都要不回你的钱。

考点：考查日常生活类阅读表达