本篇训练要点：

1. 迅速掌握大意的方法：首段意义转折；（35题）

2. 逻辑推理：只有一个对的，故排除两个意义相同的选项。（35题）

Passage 1

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 favor, assuming he or she has a just claim.

Consumers should complain in person whenever possible, but it 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 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 an organization responsible for protecting consumers’ rights.

31. When a con summer 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

32. If a consumer wants a quick settlement of his problem, it’s better to complain to _____ （考察个别句子的准确理解，即Para 2划线句）

A) a shop assistant

B) a store manager

C) the manufacturer

D) a public organization

33. The most effective complaint can be made by __________ （考察个别句子的准确理解，即Para 4划线句）

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

34. The phrase “live up to”(Line2 Para.1) in the context means________ （属于阅读猜词题）

A) meet the standard of

B) realize the purpose of

C) fulfil the demands of

D) keep the promise of

35. The passage tells us ______________

A) how to settle a consumer’s complaint about a faulty item （立场不对）

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 （和A一样）

Passage 1
当一名顾客发现（３４）他／她买的物品有毛病，或是在某方面没有达到制造商所宣称的那样时，（３１）他／她要做的第一件事就是去原来的商店，把质量保单或任何可能有用的记录给他们看。在大多数情况下，这种行动很有效。但纵使它无效，（３５）顾客还是可以用各种方法来使自己得到满意的处理方式。 

许多顾客采用一种简单而普通的方式，即（３２）直接向商店经理抱怨。通常来说，顾客抱怨的对象越“高级别”，他们的问题就可望更快被解决。在这种情况下，通常是顾客一方赢得了胜利，假设他们要求合理的话。 

只要有可能，顾客应该当面诉说，但假如他们没法去买东西的地方，在电话里诉说或是写信抱怨也是可以接受的。
 
如果抱怨时既有礼貌而又足够坚定，那么通常这是最有效力的，特别是当顾客能够阐明到底物品有什么问题时。如果做不到这一点，（３３）顾客如能具体说明问题所在，也会有最大可能的成功，这比笼统地抱怨要管用。比如说，“左边的喇叭压根儿不响，右边的喇叭的声音也不清楚”，这种话就比只说“这个立体声音响不好用”要好。 

商店的经理也许会建议顾客给制造商写信。如果是这样的话，顾客应该写信，尽可能礼貌而且坚定地把问题表达出来。但如果礼貌的抱怨没有达到预期的效果，顾客就可以进一步行动。他们可以威胁说要把销售商告到法庭去或是说把销售商告到某个私立或公立的保护消费者权益的机构去。 
３１、当顾客发现他买的东西有毛病时，他应该做的第一件事就是______ 
A)　找经理当面抱怨　　　　　　　　　
B)　威胁说要诉诸法庭 
C) 写一封坚定的信去购买物品的商店抱怨 
D) 给商店看一些写下来的购买凭证 

３２、如果顾客想很快地解决他的问题，比较好的方法是向_____抱怨 
Ａ）店员　　　　
Ｂ）商店经理　　　　
Ｃ）制造商　　　　
Ｄ）一个公立机构 

３３、最有效的抱怨是采用________的方式。 
Ａ）把有毛病的物品给制造商看　　　　
Ｂ）确切地说明物品的毛病 
Ｃ）坚定地说这物质量很差　　　　　　
Ｄ）有礼貌地请求更换物品 

３４、“live up to ”（第一段第２行）这个短语结合上下文，意思是________ 
Ａ）达到……的标准　　　　　　　　　
Ｂ）意识到……的目的 
Ｃ）满足……的要求　　　　　　　　　
Ｄ）遵守……的诺言 

３５、本文告诉我们_________ 
Ａ）如何解决顾客就有问题的物品发出的抱怨 
Ｂ）如何就有问题的物品进行有效的抱怨 
Ｃ）如何避免买到有问题的物品 
Ｄ）如何处理顾客的抱怨

四级仔细阅读 Unit 13（练习题）means the consumer may use to gain satisfaction