[单项选择]

When a consumer finds that an item he bought is faulty or does not live up to the manufacturer’s claim for it, the first step is to present the warranty(保单), or any other helpful records at the store of purchase. If this action does not work, there are various means that may be used to gain satisfaction.
A simple and common method is to complain directly to the store manager. Generally, the "higher up" the consumer takes his complaint, the faster he can expect it to be settled In such a ease, it is usually settled in the consumer’s favor, if he has a just claim.
Complaining is usually most effective when it is done politely but firmly, and especial ly when the consumer can demonstrate what is wrong with the item. If this cannot be done, he will succeed best by presenting specific information as to what is wrong, rather than by making general statements.
The store manager may advise the consumer to write to the manufacturer. If so, the
A. how to avoid buying a faulty item
B. how to deal with complaints from customers
C. how to make an effective complaint about a faulty item
D. how to settle a consumer's complaint about a faulty item

[单项选择]

When a consumer finds that an item he bought is faulty or does not live up to the manufacturer’s claim for it, the first step is to present the warranty(保单), or any other helpful records at the store of purchase. If this action does not work, there are various means that may be used to gain satisfaction.
A simple and common method is to complain directly to the store manager. Generally, the "higher up" the consumer takes his complaint, the faster he can expect it to be settled In such a ease, it is usually settled in the consumer’s favor, if he has a just claim.
Complaining is usually most effective when it is done politely but firmly, and especial ly when the consumer can demonstrate what is wrong with the item. If this cannot be done, he will succeed best by presenting specific information as to what is wrong, rather than by making general statements.
The store manager may advise the consumer to write to the manufacturer. If so, the
A. This tape recorder doesn't work.
B. The tape recorder is not so good as before.
C. The sound coming out of the right speaker is unclear.
D. This is the warranty, you must change a new one for m

[单项选择]When a customer finds that what he or she bought has a fault in it, the first thing he or she should do is to ______.


A. complain personally to the manager
B. threaten to make the mater to court
C. write a firm letter of complaint to the store
D. offer some written proof of what he or she bought to the store

[单项选择]

Passage Three
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 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 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
A. meet the standard of
B. realize the purpose of
C. fulfill the demands of
D. keep the promise of