When a consumer finds that an item she or he bought is faulty or in some other way does not live up to the manufacturers 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 consumers 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 consumers 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 consumers 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 manufacturers 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。
上一篇: 12月大学英语四级仔细阅读习题(一)
下一篇: 12月大学英语四级阅读理解冲刺试卷(八)
喝热水对健康有何好处
你知道鱼水之欢、跑步以及做其他活动的最佳时间吗?
无人机可沿GPS定位路线帮你遛狗
体坛英语资讯:29th Southeast Asian Games kicks off in Malaysia
国内英语资讯:China discredits Indias excuses for illegal trespassing
Wonderful Tomorrow 美好的明天
老外在中国:低头一秒,家毁人亡!
美国首次对人类胚胎进行基因编辑,或能消除家族遗传病
体坛英语资讯:Britain win FEI European eventing champion, Germanys Klimke takes individual title
国际英语资讯:Brazils Supreme Court opens graft case into former president Collor de Mello
体坛英语资讯:Kenya Stars coach recalls striker to squad to face Mozambique
国际英语资讯:Spanish judge decides to jail 2 of 4 surviving terror suspects
国内英语资讯:Thousands evacuated, trains halted as Typhoon Hato approaches China
国际英语资讯:Israeli PM warns of Irans attempts to establish footholds in Syria
美防长访问伊拉克,誓言击溃伊斯兰国
女生们以为这些行为很可爱,其实却是男友最讨厌的
求职面试的时候,千万别说这11句话
国际英语资讯:Jordan, Turkey reject Israeli measures in Al-Aqsa Mosque
史上最傻瓜减肥法——睡美人减肥法
苹果在中国手机市场处境艰难 第二季度仅排在第五
中国人平均预期寿命达76.34岁 女性提高速度快于男性
史上最傻瓜减肥法——睡美人减肥法
青岛推出锦衣卫APP 叫保镖和打车一样方便
Donkey's years 很长时间
美国首次对人类胚胎进行基因编辑,或能消除家族遗传病
这些肢体语言可辨别男友忠诚度 教你迅速鉴定渣男
国际英语资讯:Rescuers race against time on Italys Ischia Island, after quake kills two
妻子拒绝与丈夫同房等同虐待?
国内英语资讯:China implements coordinated control of PM2.5 and O3
体坛英语资讯:Monchengladbach win, Frankfurt held in German Bundesliga