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1、大学英语四级阅读理解训练（三）Whenaconsumerfindsthatanitemsheorheboughtisfaultyorinsomeotherwaydoesnotliveuptothemanufacturer'sclaims,thefirststepistopresentthewarranty,oranyotherrecordswhichmighthelp,atthestoreofpurchase.Inmostcases,thisactionwillproduceresults.However,ifitdoesnot,therearevariousmeanstheconsu
2、mermayusetogainsatisfaction.Asimpleandcommonmethodusedbymanyconsumersistocomplaindirectlytothestoremanager.Ingeneral,the“higherup”hisorhercomplaint,thefasterheorshecanexpectittobesettled.Insuchacase,itisusuallysettledintheconsumer'sfavor,assumingheorshehasajustclaim.Consumersshouldcomplaininpers
3、onwheneverpossible,butiftheycannotgettotheplaceofpurchase,itisacceptabletophoneorwritethecomplaintinaletter.Complainingisusuallymosteffectivewhenitisdonepolitelybutfirmly,andespeciallywhentheconsumercandemonstratewhatiswrongwiththeiteminquestion.Ifthiscannotbedone,theconsumerwillsucceedbestbypre
4、sentingspecificinformationastowhatiswrong,ratherthanbymakinggeneralstatements.Forexample,“Theleftspeakerdoesnotworkatallandthesoundcomingoutoftherightoneisunclear”isbetterthan“Thisstereodoesnotwork”.Thestoremanagermayadvicetheconsumertowritetothemanufacturer.Ifso,theconsumershoulddothis,statingt
5、hecomplaintaspolitelyandfirmlyaspossible.Ifapolitecomplaintdoesnotachievethedesiredresult,theconsumercangotoastepfurther.Sheorhecanthreatentotakethesellertocourtorreportthesellertoaprivateorpublicorganizationresponsibleforprotectingconsumer'srights.1.Whenaconsumerfindsthathisorherinit,thefirstth
6、ingheorsheshoulddoisto____.A)complainpersonallytothemanagerB)threatentotakethemattertocourtC)writeafirmletterofcomplainttothestoreofpurchaseD)showsomewrittenproofofthepurchasetothestore2.Howcanaconsumermakehisorhercomplaintmoreeffective,accordingtothepassage?A)Explainexactlywhatiswrongwiththeite
7、m.B)Threatentotakethesellertocourt.C)Makepoliteandgeneralstatementsabouttheproblem.D)Avoidhavingdirectcontactwiththestoremanager.3.Accordingtothepassage,whichofthefollowingissuggestedasthelastalternativethatconsumersmayturnt
