Whenaconsumerfindsthatanitemsheorheboughtisfaultyorinsomeotherwaydoesnotliveuptothemanufacturer'sclaims,thefirststepistopresentthewarranty,oranyotherrecordswhichmighthelp,atthestoreofpurchase.Inmostcases,thisactionwillproduceresults.However,ifitdoesnot,therearevariousmeanstheconsumermayusetogainsatisfaction.Asimpleandcommonmethodusedbymanyconsumersistocomplaindirectlytothestoremanager.Ingeneral,the“higherup”hisorhercomplaint,thefasterheorshecanexpectittobesettled.Insuchacase,itisusuallysettledintheconsumer'sfavor,assumingheorshehasajustclaim.Consumersshouldcomplaininpersonwheneverpossible,butiftheycannotgettotheplaceofpurchase,itisacceptabletophoneorwritethecomplaintinaletter.
Complainingisusuallymosteffectivewhenitisdonepolitelybutfirmly,andespeciallywhentheconsumercandemonstratewhatiswrongwiththeiteminquestion.Ifthiscannotbedone,theconsumerwillsucceedbestbypresentingspecificinformationastowhatiswrong,ratherthanbymakinggeneralstatements.Forexample,“Theleftspeakerdoesnotworkatallandthesoundcomingoutoftherightoneisunclear”isbetterthan“Thisstereodoesnotwork”.Thestoremanagermayadvicetheconsumertowritetothemanufacturer.Ifso,theconsumershoulddothis,statingthecomplaintaspolitelyandfirmlyaspossible.Ifapolitecomplaintdoesnotachievethedesiredresult,theconsumercangotoastepfurther.Sheorhecanthreatentotakethesellertocourtorreportthesellertoaprivateorpublicorganizationresponsibleforprotectingconsumer'srights.
1.Whenaconsumerfindsthathisorherinit,thefirstthingheorsheshoulddoisto____.
A)complainpersonallytothemanager
B)threatentotakethemattertocourt
C)writeafirmletterofcomplainttothestoreofpurchase
D)showsomewrittenproofofthepurchasetothestore
2.Howcanaconsumermakehisorhercomplaintmoreeffective,accordingtothepassage?
A)Explainexactlywhatiswrongwiththeitem.
B)Threatentotakethesellertocourt.
C)Makepoliteandgeneralstatementsabouttheproblem.
D)Avoidhavingdirectcontactwiththestoremanager.
3.Accordingtothepassage,whichofthefollowingissuggestedasthelastalternativethatconsumersmayturnto?
A)Complaintothestoremanagerinperson.
B)Complaintothemanufacturer.
C)Writeacomplaintlettertothemanager.
D)TurntotheConsumers’RightsProtectionOrganizationforhelp.
4.Thephrase“liveupto”inthiscontextmeans____.
5.Thepassagetellsus____.
A)howtosettleaconsumer’scomplaintaboutafaultyitem
B)howtomakeaneffectivecomplaintaboutafaultyitem
C)howtoavoidbuyingafaultyitem
D)howtodealwithcomplaintsfromcustomers
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“doesnotliveuptothemanufacturer’sclaims”中的liveupto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。
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