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 claims, the first step is to present the warranty, 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” 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 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 does not work”. The store manager may advice the consumer to write to the manufacturer. If so, the consumer should do this, stating the complaint as politely and firmly as possible. If a polite complaint does not achieve the desired result, the consumer can go to 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 consumer's rights.

1. When a consumer finds that his or her? in it, the first thing he or she 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

2. How can a consumer make his or her complaint more effective, according to the passage?

A) Explain exactly what is wrong with the item.

B) Threaten to take the seller to court.

C) Make polite and general statements about the problem.

D) Avoid having direct contact with the store manager.

3.?According to the passage, which of the following is suggested as the last alternative that consumers may turn to?

A) Complain to the store manager in person.

B) Complain to the manufacturer.

C) Write a complaint letter to the manager.

D) Turn to the Consumers’ Rights Protection Organization for help.

4. The phrase “l(fā)ive up to” in this context means ____.

A) meet the standard of?

B) realize the purpose of?

C) fulfill the demands of

D) keep the promise of

5．The passage tells us ____.

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

答案與解析：

1. D
當(dāng)顧客發(fā)現(xiàn)自己所購買的商品有問題時(shí)，他所做的第一件事就是出示在商場購物的憑具。事實(shí)辨析題。文章第一段指明，顧客購買了有瑕疵的商品后，首先應(yīng)出示在某商場購買某商品的相關(guān)記錄或證明。故選項(xiàng)D正確。

2. A
為了使投訴更加有效，應(yīng)當(dāng)指出商品的問題所在。事實(shí)辨析題。根據(jù)第四段第一句話，最有效的投訴方式是指出所購商品的具體問題，故選項(xiàng)A正確。

3. D
文章表明：消費(fèi)者最后的處理方向就是向消費(fèi)者權(quán)益保護(hù)組織求助。事實(shí)辨析題。文章最后一段指出，顧客購買了有瑕疵的商品后，可以向銷售者或生產(chǎn)者投訴，如得不到滿意答復(fù)，可以進(jìn)一步向消費(fèi)者權(quán)益保護(hù)組織反映。故選項(xiàng)D正確。

4. A
達(dá)到標(biāo)準(zhǔn)。詞匯題。文中“does not live up to the manufacturer’s claims”中的live up to意為“沒有達(dá)到……的標(biāo)準(zhǔn)”。故選項(xiàng)A正確。

5. B
文章告訴我們?cè)鯓訉?duì)有瑕疵的商品進(jìn)行有效投訴。主旨題。本文主要說明顧客在購買了有瑕疵的商品后如何進(jìn)行最有效的投訴，故選項(xiàng)B正確。

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