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 claim for it, the first step is to present the warranty（保单）, 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" 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, assuming he or she has a just claim.

Consumers shoud 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（立体声音响）does not work."

The store manager may advise the consumer to write to the manufacturer. 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 desired result, the consumer can go 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 purchase has a fault in it, the first thing he 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

Best Answer:D

详解:答案D。本题答案在原文第一句中可以找到。它的大意是：当顾客发现他（她）所买的商品有毛病或在其他方面未达到制造商所声称的标准时，第一步就是将保单或其他有助于解决问题的记录这家商店看。所以D“向这家商店出示书面证明”，与原文相符，是正确答案。而A“当面向经理申诉”，是在第一步中问题得不到解决时才使用，所以它不是此题答案。B“威胁将此事向法庭上诉”是在经理未能解决问题，写信给厂家也未能解决问题时才使用的方法，所以它也不是解决问题的第一步。C“给商店写一封态度强硬的抱怨信”也是在第一步中问题得不到解决时才使用的。所以A、B、C均不是正确答案。

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

A. a shop assistant

B. the store manager

C. the manufacturer

D. a public organization

Best Answer:B

详解:答案B。此题源于第二段。作者认为许多消费者使用的简单而又常用的办法是直接向商店经理投诉。

3. The most effective complaint can be made by______.

A. showing the faulty item to the manufacturer

B. explaining exactly what is wrong with the item

C. saying firmly that the item is of poor quality

D. asking politely to change the item

Best Answer:B

详解：答案B。原文第四段的大意是：当顾客申诉商品有质量问题时，态度要坚定、有礼貌，特别是如果消费者当场演示就能最有效地达到申诉目的。不能当场演示时也要提出比较具体的质量间题。A、C、D三项都是泛泛地说质量差、有毛病，而没能说出该商品哪一个具体的部位有毛病，所以都不是最有效的解决问题的办法。而B项“准确解释商品哪里有问题”与原文相符，是正确答案。

4. The phrase “live up to” (Para. 1, Line 2)in the context means ________.

A. meet the standard of

B. realize the purpose of

C. fulfil the demands of

D. keep the promise of

Best Answer:A

详解：答案A。live up to所在句子的意思是：“当顾客发现他所购买的商品有毛病或在某种程度上没有达到制造商所声称的标准时，…”。B项“实现（制造商所声称的）目的”，句意不通;C项“满足(制造商所声称的)要求”；D项“履行（制造商所声称的）承诺”，C、D两项均与原文意思不符。而A项“达到（制造商所声称的）标准”正是原文所表达的意思，所以是正确答案。

5. Tthe 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

Best Answer:B

详解：答案B。从全文看，作者向读者推荐了几种申诉伪劣商品的办法，可见作者是站在顾客的立场上的。而A、D两项是站在卖方的立场；C项在文章中未提到，所以它们都不是正确答案。B项“如何有效地申诉有质量问题的商品”与原文意思相符是此题答案。