When a consumer 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(保单),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 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 settled 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 with what was bought 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(立体音响) 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 as 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 to take the seller to court or report the seller to a public organization responsible for protecting consumers' rights.

60. 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. writer a firm letter of complaint to the store
61. If a consumer wants a quick settlement of his problem, it's better to complain to ____________.
A. a shop assistant            B. the producer    C. a public organization            D. a store manager
62. 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. asking politely to change it                      D. explaining exactly what is wrong with it
63. 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
64. According to the passage, the last way a consumer has to use is _______

A. to write to the producer                

   When a consumer 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(保单)，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 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 settled in the consumer’s favor, 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 with what was bought in question. If this can’t 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 doesn’t work at all and the sound coming out of the right one is unclear” is better than “This tape recorder 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 as firmly as possible. But if a polite complaint does not achieve the expected result, the consumer can take a step further. He can threaten to take the seller to court or report the seller to a public organization responsible for protecting consumers’ rights.

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 the court

D.     write a firm letter to complain to the store

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

A.      a shop assistant

B.      the producer

C.      a public organization

D.     a 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.      asking politely to change it

D.     explaining exactly what is wrong with it

4.       The passage tells us _________

A.      how to make the complaint effective

B.      how to settle a consumer’s complaint

C.      how to avoid buying something wrong

D.     how to deal with complaint from countries

5.       According to the passage, the last way a consumer has to use is_______

A.      to write to the producer

B.      to quarrel with the manager

C.      to warn the seller that he will turn to the court or a consumers’ organization for help

D.     to collect several fighters to threaten the seller

When a consumer finds that something he or she bought is faulty（假冒的） or in some other way does not live up to what the producer says for it, the first step is to present the warranty（保单），or any other records that might help, at the store of buying．In most cases, this action produces 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” the consumer takes him 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, taking it as true that he or she has a just right．

Consumer should complain in person whenever possible, but if they can not 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 with what was bought in question．If this can not 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（立体音响） — 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 to take the seller to court or report the seller to a public organization responsible for protecting consumer’s rights．

1．To gain a relatively quick settlement of his problem, which one below is a consumer advised to complain to ______．

     A．the manager                                           B．the producer

       C．a shop assistant                                         D．a public organization

2．The most effective complaint about what was bought can be made by ______．

     A．asking politely to change it                        B．saying firmly it is of the poor quality

     C．writing to the producer directly                    D．explaining exactly what is wrong with it

3．The passage mainly informs us ______．

A．how to make the effective complaint

B．how to settle a consumer’s complaint

C．how to avoid buying something wrong

D．how to deal with complaints from consumer

4．According to the passage, the last way a consumer has to use is ______．

      A．to find the manager and reason with him

B．to write to the producer stating the problems

      C．to gather several fighters to threaten the seller

D．to warn the seller of reporting to a public organization

阅读理解

　　When a consumer (消费者) 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 (保单), 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 (投诉) 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 settled 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 with what was bought 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 (立体音响) does not work.”

　　The store manager may advise the consumer to write to the producer, if so, the consumer should do this, setting the complaint as politely and as 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 (恐吓) to take the seller to court or report the seller to a public organization responsible for protecting consumers' rights.

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 ________.

[　　]

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．asking 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

5．According to the passage, the last way a consumer has to use is ________.

[　　]

A．to write to the producer

B．to quarrel with the manager

C．to warn the seller that he or she will turn to the court or a consumers' organization for help

D．to collect several fighters to threaten the seller

阅读理解

阅读下列短文，从每题所给的四个选项(A、B、C、D)中选出最佳选项。

　　When a consumer(消费者) 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 (保单), 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 (投诉) 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 settled 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 the letter.

　　Complaining is usually most effective when it is done politely but firmly, and especially when the consumer can show clearly what is wrong with what was bought 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 (立体音响)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 as 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 (恐吓) to take the seller to court or report the seller to a public organization responsible for protecting consumers' ringhts.

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 ________.

[　　]

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

[　　]

A．explaining exactly what is wrong with it

B．saying firmly it is of poor quality

C．asking politely to change it

D．showing the fault of it to the producer

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

阅读理解

阅读下列短文，从每题所给的A、B、C、D四个选项中选出最佳选项。

　　When a consumer (消费者) 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(保单), 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(投诉) 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 (立体音响) 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(恐吓) 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 shop assistant

B．the producer

C．a 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．asking 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??

第二部分  阅读理解 （共25小题。第一节每小题2分，第二节每小题1分；满分45分）

第一节  阅读下列短文，从每题所给的四个选项（A、B、C、D）中，选出最佳选项，并在答题卡上将该项涂黑。

When a consumer (消费者) 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（保单），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（投诉）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 settled 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 with what was bought 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（立体音响）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 as 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 (恐吓) to take the seller to court or report the seller to a public organization responsible for protecting consumers’ rights.

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 shop assistant                                     B. the producer

C. a public or ganization                                   D. a 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. asking 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

5. According to the passage, the last way a consumer has to use is          .

A. to write to the producer

B. to quarrel with the manager

C. to warn the seller that he or she will turn to the court or a consumers’ organization for help

D. to collect several fighters to threaten the seller

第二部分  阅读理解 （共25小题。第一节每小题2分，第二节每小题1分；满分45分）

第一节  阅读下列短文，从每题所给的四个选项（A、B、C、D）中，选出最佳选项，并在答题卡上将该项涂黑。

When a consumer (消费者) 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（保单），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（投诉）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 settled 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 with what was bought 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（立体音响）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 as 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 (恐吓) to take the seller to court or report the seller to a public organization responsible for protecting consumers’ rights.

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 shop assistant                                     B. the producer

C. a public or ganization                                   D. a 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. asking 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

5. According to the passage, the last way a consumer has to use is          .

A. to write to the producer

B. to quarrel with the manager

C. to warn the seller that he or she will turn to the court or a consumers’ organization for help

D. to collect several fighters to threaten the seller

When a consumer(消费者) 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 (保单), or any other record 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(投诉)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 settled in the consumer's favour, taking it as true that he or she had 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 with what was bought 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(立体音响)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 as 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(恐吓) to take the seller to court or report the seller to a public organization responsible for protecting consumers' rights.

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. 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. asking politely to change it

D. explaining exactly what is wrong with it

3. 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

4. According to the passage, the last way a consumer has to use is________.

A. to write to the producer

B. to quarrel with the manager

C. to warn the seller that he or she will turn to the court or a consumers'organization for help

D. to collect several fighters to threaten the seller