四级复习资料大全听力(15)

　　When a consumer finds that an item she or he bought is faulty or does not live up to the manufacturers ______for it, the first step is to present the guarantee at the store of purchase. In most cases, this action will ______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 ______, the faster he or she can expect it to be settled. In such a case, it is usually settled in the consumers favor, ______ he or she has a just claim.

　　Consumers should complain in ______ whenever possible, but if they cannot get to the place of purchase, it is ______ to phone or write the complaint in a letter. Complaining is usually most effective when it is done politely but ______, and especially when the consumer can demonstrate what is wrong with the item in _________. If this cannot be done, ______________________________________..The store manager may advise the consumer to write to the manufacturer. If so, ______________________. But if a polite complaint does not achieve the desired result, the consumer can go a step further. ______________________________________.