Question

When people find out that the product they bought is unsatisfying 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 advise the consumer to write to be 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 people find that their purchase is unsatisfying , the first thing they should do is to __________ .

A. complain personally to the manager

B. threaten to take the seller 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. Make polite and general statements about the problem .

B. Threaten to take the seller to court .

C. Explain exactly what is wrong with the item .

D. Avoid having direct contact with the store manager .

3.What’s the best title of this passage ?

A. How to settle a consumer’s complaint

B. How to make an effective complaint

C. How to avoid buying a faulty item

D. How to deal with complaints

Answer

1.D

2.C

3.B

【解析】

试题分析:当消费者发现买到的商品与预期或使用说明上的有出入的时候，他们最先想到的往往是保修，或者任何可能的商店消费记录。如果这些不起作用的话，那就直接去找商店经理投诉吧。

1.D。细节理解题。由“the first step is to present the warranty , or any other records which might help , at the store of purchase ’’可知，消费者的第一反应是可以找到任何能找到的书面购买记录。故选D。

2.C。细节理解题。由“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 .”可知对商品问题作出越详细的描述，越有利于问题的解决。故选C。

3.B。主旨大意题。文章主要讲了消费者如何处理当自己购买的商品出现问题时进行投诉的问题，并指出详细的描述有利于投诉的成功处理。故选B。

考点：考查社会类短文阅读。