When a consumer finds that an item she or he bought is faulty 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 advice the consumer to write to the 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 a consumer finds that his or her in it, the first thing he or she should do is to ____.

　　A) complain personally to the manager

　　B) threaten to take the matter 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) Explain exactly what is wrong with the item.

　　B) Threaten to take the seller to court.

　　C) Make polite and general statements about the problem.

　　D) Avoid having direct contact with the store manager.

　　3. According to the passage, which of the following is suggested as the last alternative that consumers may turn to?

　　A) Complain to the store manager in person.

　　B) Complain to the manufacturer.

　　C) Write a complaint letter to the manager.

　　D) Turn to the Consumers’ Rights Protection Organization for help.

　　4. The phrase “live up to” in this context means ____.

　　A) meet the standard of

　　B) realize the purpose of

　　C) fulfill the demands of

　　D) keep the promise of

　　5.The passage tells us ____.

　　A) how to settle a consumer’s complaint about a faulty item

　　B) how to make an effective complaint about a faulty item

　　C) how to avoid buying a faulty item

　　D) how to deal with complaints from customers

　　答案与解析：

　　1. D

　　当顾客发现自己所购买的商品有问题时，他所做的第一件事就是出示在商场购物的凭具。事实辨析题。文章第一段指明，顾客购买了有瑕疵的商品后，首先应出示在某商场购买某商品的相关记录或证明。故选项D正确。

　　2. A

　　为了使投诉更加有效，应当指出商品的问题所在。事实辨析题。根据第四段第一句话，最有效的投诉方式是指出所购商品的具体问题，故选项A正确。

　　3. D

　　文章表明：消费者最后的处理方向就是向消费者权益保护组织求助。事实辨析题。文章最后一段指出，顾客购买了有瑕疵的商品后，可以向销售者或生产者投诉，如得不到满意答复，可以进一步向消费者权益保护组织反映。故选项D正确。

　　4. A

　　达到标准。词汇题。文中“does not live up to the manufacturer’s claims”中的live up to意为“没有达到??的标准”。故选项A正确。

　　5. B

　　文章告诉我们怎样对有瑕疵的商品进行有效投诉。主旨题。本文主要说明顾客在购买了有瑕疵的商品后如何进行最有效的投诉，故选项B正确。

(责任编辑：田学江)