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Passage 7

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

（保单）

,or amy 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 the 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 should complain in person whenever possible, but it they connot 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(

立体声音响

) 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 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

organization responsible for protecting consumers

’

rights.

31.

When

a

con

summer

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

32. If a consumer wants a quick settlement of his problem, it

’

s better to complain to

_____

A) a shop assistant B) a store manager

C) the manufacturer D) a public organization

33. 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

34. The phrase

“

live up to

”

(Line2 Para.1) in the context means________

A) meet the standard of B) realize the purpose of

C) fulfil the demands of D) keep the promise of

35. The passage tells us ______________

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A) how to settle a consumer

’

s complaint about a faulty item

B) how to make an effective complaint about a faulty item

C) how to avoid buying a faulty item

D) how to deal with complaints from customers

Passage 7

当一名顾客发现

（３４）

他／她买的物品有毛病，

或是在某方面没有达到制造商

所 宣称的那样时，

（３１）他／她要做的第一件事就是去原来的商店，把质量保

单或任何可能有用的记录给他们看。

在大多数情况下，

这种行动很有效。

但纵使

它无效，

（３５）顾客还是可以用各种方法来使自己得 到满意的处理方式。

许多顾客采用一种简单而普通的方式，即（３２） 直接向商店经理抱怨。通常来

说，顾客抱怨的对象越“高级别”

，他们的 问题就可望更快被解决。在这种情况

下，通常是顾客一方赢得了胜利，假设他们要求合理 的话。

只要有可能，

顾客应该当面诉说，

但假如他们没法去买东西的地方，

在电话里诉

说或是写信抱怨也是可以 接受的。

如果抱怨时既有礼貌而又足够坚定，

那么通常 这是最有效力的，

特别是当顾客能

够阐明到底物品有什么问题时。如果做 不到这一点，

（３３）顾客如能具体说明

问题所在，也会有最大可能的成 功，这比笼统地抱怨要管用。比如说，

“左边的

喇叭压根儿不响，右边的 喇叭的声音也不清楚”

，这种话就比只说“这个立体声

音响不好用”要好 。

Passage 7

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

（保单）

,or amy 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 the 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 should complain in person whenever possible, but it they connot 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(

立体声音响

) 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 firmly as possi ble. 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