高二英语上阅读理解题11

11Whenaconsumer(消费者)findsthatsomethingheorsheboughtisfaultyorinsomeotherwaydoesnotliveuptowhattheproducersaysforit,thefirststepistopresentthewarranty(保单)，oranyotherrecordsthatmighthelp,atthestoreofbuying.Inmostcases,thisactionproduceresults.However,ifitdoesnot,therearevariousmeanstheconsumermayusetogainsatisfaction.Asimpleandcommonmethodusedbymanyconsumersistocomplain(投诉)directlytothestoremanager.Ingeneral,the“higherup”theconsumertakeshimorhercomplaint,thefasterheorshecanexpectittobesettled.Insuchacase,itisusuallysettledintheconsumer’sfavour,takingitastruethatheorshehasajustright.Consumershouldcomplaininpersonwheneverpossible,butiftheycannotgettotheplaceofbuying,itisacceptabletophoneorwritethecomplaintinaletter.Complainingisusuallymosteffectivewhenitisdonepolitelybutfirmly,andespeciallywhentheconsumercanshowclearlywhatiswrongwithwhatwasboughtinquestion.Ifthiscannotdone,theconsumerwillsucceedbestbypresentingspecificinformationastowhatiswrong,ratherthanbymakinggeneralstatements.Forexample,“theleftspeakerdoesnotworkatallandthesandcomingoutoftherightoneisunclear”isbetterthan“Thisstereo(立体音响)—doesnotwork.”Thestoremanagermayadvisetheconsumertowritetotheproducer,ifso,theconsumershoulddothis,statingthecomplaintaspolitelyandasfirmlyaspossible.Butifapolitecomplaintdoesnotachievetheexpectedresult,theconsumercangoastepfurther.Heorshecanthreaten(恐吓)totakethesellertocourtorreportthesellertoapublicorganizationresponsibleforprotectingconsumer’srights.1.Ifaconsumerwantsaquicksettlementofhisproblem,it’sbettertocomplainto___________.A.ashopassistantB.theproducerC.apublicorganizationD.themanager2.Themosteffectivecomplaintaboutwhatwasboughtcanbemadeby______________.A.showingthefaultofittotheproducerB.sayingfirmlyitisofthepoorqualityC.askingpolitelytochangeitD.explainingexactlywhatiswrongwithit3.Thepassagetellsus_______________.A.howtomakethecomplainthaveagoodeffectB.howtosettleaconsumer’scomplaintC.howtoavoidbuyingsomethingwrongD.howtodealwithcomplaintsfromconsumer4.Accordingtothepassage,thelastwayaconsumerhastouseis_____________.A.towritetotheproducerB.toquarrelwiththemanageC.towarnthesellerthatheorshewillturntothecourtoraconsumers’organizationforhelpD.tocollectseveralfighterstothreatentheseller