Question

閱讀理解

閱讀下列短文，從每題所給的A、B、C、D四個選項中選出最佳選項。

　　When a consumer (消費(fèi)者) finds that something he or she bought is faulty or in some other way does not live up to what the producer says for it, the first step is to present the warranty(保單), or any other records that might help, at the store of buying. 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(投訴) 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 in the consumer’s favour, taking it as true that he or she has a just right.

　　Consumers should complain in person whenever possible, but if they cannot get to the place of buying, 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 show clearly what is wrong. If this cannot be done, the consumer will succeed 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 that“This stereo (立體音響) does not work.”

　　The store manager may advise the consumer to write to the producer, if so, the consumer should do this, stating the complaint as politely and firmly as possible. But if a polite complaint does not achieve the expected result, the consumer can go a step further. He or she can threaten(恐嚇) to take the seller to the court or report the seller to a public organization responsible for protecting consumers’ right.

1．When a consumer finds what he bought has a fault in it, he should first ________.

[　　]

A．complain personally to the manager

B．show something provable in written form to the store

C．threaten to take the matter to court

D．write a firm letter of complaint to the store

2．If a consumer wants a quick settlement of his problem, it’s better to complain to ________.

[　　]

A．a(chǎn) shop assistant

B．the producer

C．a(chǎn) public organization

D．the store manager

3．The most effective complaint about what was bought can be made by ________.

[　　]

A．showing the fault of it to the producer

B．saying firmly it is of poor quality

C．a(chǎn)sking politely to change it

D．explaining exactly what is wrong with it

4．The passage tells us ________.

[　　]

A．how to make the complaint have a good effect

B．how to settle a consumer’s complaint

C．how to avoid buying something wrong

D．how to deal with complaints from consumers??

Answer 1

答案：B;D;D;A
解析：

1．該篇文章第一段中the first step is to present the warranty, or any other records…表明，選項B正確。 　　2．由本篇文章第二段中…“the higher up”the consumer takes…, the faster he or she can expect it to be settled.可知：向上申訴的越高，得到解決的就越快。商店里就應(yīng)該向經(jīng)理投訴，故選D。 　　3．該文第四段中Complaining is usually most effective …，and especially when the consumer can show clearly what is wrong有明確信息，故選D。 　　4．縱觀全文，作者向大家講述了當(dāng)買到一些劣質(zhì)產(chǎn)品時，怎樣投訴的幾種方法，及怎樣使投訴效果更好，所選A項正確。