[单项选择]Passage 1 Complaining about faulty goods or bad service is never easy．Most people dislike making a fuss．But if something you have bought is faulty or does not do what was claimed for it, you are not asking for a favor to get it put right．It is the shopkeeper’s responsibility to take the complaint seriously and to replace or repair a faulty article or put right poor service, because he is the person with whom you have entered into an agreement. Complaints should be made to a responsible person．Go back to the shop where you bought the goods, taking with you any receipt you may have．If you telephone, ask the name of the person who handles your enquiry, otherwise you may never find out who is to deal with the complaint later. Even the bravest person finds it difficult to stand up in a group of people to complain．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
A. you should speak direct to the owner
B. you must ask for the manager.
C. you may never find out who dealt with the matter.
D. you should find out with whom you discuss the matter.

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[简答题]Passage Five

Complaining about faulty goods or bad service is never easy. Most people dislike making a fuss. But if something you have bought is faulty or does not do what was claimed for it, you are not asking for a favour to get it put right. It is the shopkeeper’s responsibility to take the complaint seriously and to replace or repair a faulty article or put right poor service, because he is the person with whom you have entered into an agreement. The manufacturer may have a part to play but that comes later.
Complaints should be made to a responsible person. Go back to the shop where you bought the goods, taking with you any receipt you may have. Ask to see the owner in a large 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. If you telephone, ask the name of the person who handles your enquiry, otherwise you may never find out who dealt with the complaint

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[单项选择]Passage 1 Complaining about faulty goods or bad service is never easy．Most people dislike making a fuss．But if something you have bought is faulty or does not do what was claimed for it, you are not asking for a favor to get it put right．It is the shopkeeper’s responsibility to take the complaint seriously and to replace or repair a faulty article or put right poor service, because he is the person with whom you have entered into an agreement. Complaints should be made to a responsible person．Go back to the shop where you bought the goods, taking with you any receipt you may have．If you telephone, ask the name of the person who handles your enquiry, otherwise you may never find out who is to deal with the complaint later. Even the bravest person finds it difficult to stand up in a group of people to complain．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
A. he dislikes causing a fuss
B. the article does not do what was claimed for it
C. he wants to ask for a favor
D. he was at fault in buying the article

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[单项选择]
{{B}}Passage 1{{/B}}

Complaining about faulty goods or bad service is never easy. Most people dislike making a fuss. But if something you have bought is faulty or does not do what was claimed for it, you are not asking for a favour to get it put right. (76){{U}}It is the shopkeeper’s responsibility to take the complaint seriously and to replace or repair a faulty article or put right poor service, because he is the person with whom you have entered into an agreement. {{/U}}The manufacturer may have a part to play but that comes later.
Complaints should be made to a responsible person. Go back to the shop where you bought the goods, taking with you any receipt you may have. Ask to see the buyer in a large store. In a small store the assistant may also be the owner so you can complain direct. In a chain store ask to see the manager.
Ev
A. the article bought is not up to standard
B. it doesn’t do what is claimed for it
C. he dislikes causing a fuss
D. he was at fault in buying the article

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[填空题]

Complaining about faulty goods or bad service is never easy. First of all, complaints must be made to a responsible person. Go back to the shop where you bought the goods, taking with you any receipt you may have and ask to see the owner.
If you don’t 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 need not give receipts or other documents to prove you bought the article. If you are dissatisfied with the answer you get, write to the managing director of the firm or shop. Be sure to keep copies of your own letters and any answers you receive.
If your complaint is a just one, the shopkeeper may offer to replace the faulty article. You may have the right to refuse the goods and ask for a refund, but this is only where you have hardly used the goods and have acted at once. And if you have suffered some special loss, for example, a new washer tears your clothes,

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