阅读下列短文,从每题所给的A、B、C和D项中,选出最佳选项,并在答题卡上将该项涂黑。

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

阅读理解。

Sam Allred suffers from a rare and incurable kidney (肾脏) disease. One day, when his sister was playing a song repeatedly, Sam sang along. His sister thought it was funny so she recorded it and posted the video online. The video — and Sam — became a hit. Only 8 years old at the time, he couldn’t have expected the response.

“(The television show) The Doctors called and wanted me on their show so they paid for me to go to California,” says Sam, now 13, “and we got to stay in a hotel where all the movie stars stayed.”

During that visit to California, Angie Allred, Sam’s mother, had an idea about Sam writing a children’s book. Together, she and Sam wrote Opening Hearts, which tells Sam’s experience of living with a chronic (慢性的) illness.

“I wrote the book to teach people to be kinder to people,” Sam says.

Moreover, Sam wanted to send pillows to sick children staying in hospitals around the country to make their stay more comfortable, an idea that came from a time when he was in the hospital.

“A few kind boys came in with pillows and they gave me one and it meant a lot to me that someone cared about kids in the hospital,” says Sam.

Angie thought of starting a nonprofit organization to provide a way for people to contribute money to realize Sam’s ideas. She named the nonprofit Kindness for Kids.

Since then, Sam has taken pillows to children staying at Providence Hospital in Anchorage.

Sam’s father, Scott Allred, owns a small business that contracts (承包) shipping services with FedEx Ground. He asked the company for help.

“FedEx Ground learned about Sam’s pillow project,” says Erin Truxal, manager of public relations for FedEx Ground. “We thought, ‘What a perfect way for us to get involved.’”

The company provided shipping services for Sam to ship about 5,000 pillows to hospitals.

Sam wants to send more pillows to all of the children’s hospitals in every state. His goal is simple: “Kids in the hospital as happy as they were before they got sick,” he says.

1. We can learn from the text that Sam Allred _____.

A. was a healthy boy

B. was popular at an early age

C. sang the song with his sister

D. worked in his father’s company

2. Opening Hearts is a book that _____.

A. is a best seller

B. is about Sam’s sister

C. was published when Sam was 13

D. was written by Sam and his mother

3. What is FedEx Ground’s attitude towards Sam’s career?

A. Doubtful. B. Surprised.

C. Approving. D. Uninterested.

4. Which of the following can best describe Sam Allred?

A. Optimistic and warm-hearted.

B. Honest and responsible.

C. Unusual and confident.

D. Friendly and brave.

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