When a consumer finds that an item she or he bought is faulty or in some other way does not live up to the manufacturer's claim for it, the first step is to present the warranty(保單), 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" the consumer takes 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 favour, assuming he or she has a just claim.

　　Consumers shoud 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(立體聲音響)does not work."

　　The store manager may advise the consumer to write to the manufacturer. If so, the consumer should do this, stating the complaint as politely and as firmly as possible. But if a polite complaint does not achieve the desired result, the consumer can go 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 consumers’rights.

　　1.When a consumer finds that his purchase has a fault in it, the first thing he should do is to ______.

　　A. complain personally to the manager

　　B. threaten to take the matter 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

　　Best Answer:D

　　詳解:答案D。本題答案在原文第一句中可以找到。它的大意是：當(dāng)顧客發(fā)現(xiàn)他(她)所買的商品有毛病或在其他方面未達(dá)到制造商所聲稱的標(biāo)準(zhǔn)時(shí)，第一步就是將保單或其他有助于解決問題的記錄這家商店看。所以D“向這家商店出示書面證明”，與原文相符，是正確答案。而A“當(dāng)面向經(jīng)理申訴”，是在第一步中問題得不到解決時(shí)才使用，所以它不是此題答案。B“威脅將此事向法庭上訴”是在經(jīng)理未能解決問題，寫信給廠家也未能解決問題時(shí)才使用的方法，所以它也不是解決問題的第一步。C“給商店寫一封態(tài)度強(qiáng)硬的抱怨信”也是在第一步中問題得不到解決時(shí)才使用的。所以A、B、C均不是正確答案。

　　2.If a consumer wants a quick settlement of his problem, it’s better to complain to _______.

　　A. a shop assistant

　　B. the store manager

　　C. the manufacturer

　　D. a public organization

　　Best Answer:B

　　詳解:答案B。此題源于第二段。作者認(rèn)為許多消費(fèi)者使用的簡單而又常用的辦法是直接向商店經(jīng)理投訴。

　　3. The most effective complaint can be made by______.

　　A. showing the faulty item to the manufacturer

　　B. explaining exactly what is wrong with the item

　　C. saying firmly that the item is of poor quality

　　D. asking politely to change the item

　　Best Answer:B

　　詳解：答案B。原文第四段的大意是：當(dāng)顧客申訴商品有質(zhì)量問題時(shí)，態(tài)度要堅(jiān)定、有禮貌，特別是如果消費(fèi)者當(dāng)場演示就能最有效地達(dá)到申訴目的。不能當(dāng)場演示時(shí)也要提出比較具體的質(zhì)量間題。A、C、D三項(xiàng)都是泛泛地說質(zhì)量差、有毛病，而沒能說出該商品哪一個(gè)具體的部位有毛病，所以都不是最有效的解決問題的辦法。而B項(xiàng)“準(zhǔn)確解釋商品哪里有問題”與原文相符，是正確答案。

　　4. The phrase “l(fā)ive up to” (Para. 1, Line 2)in the context means ________.

　　A. meet the standard of

　　B. realize the purpose of

　　C. fulfil the demands of

　　D. keep the promise of

　　Best Answer:A

　　詳解：答案A。live up to所在句子的意思是：“當(dāng)顧客發(fā)現(xiàn)他所購買的商品有毛病或在某種程度上沒有達(dá)到制造商所聲稱的標(biāo)準(zhǔn)時(shí)，…”。B項(xiàng)“實(shí)現(xiàn)(制造商所聲稱的)目的”，句意不通;C項(xiàng)“滿足(制造商所聲稱的)要求”;D項(xiàng)“履行(制造商所聲稱的)承諾”，C、D兩項(xiàng)均與原文意思不符。而A項(xiàng)“達(dá)到(制造商所聲稱的)標(biāo)準(zhǔn)”正是原文所表達(dá)的意思，所以是正確答案。