2. 外语
  3. 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

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

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问题    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 should 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.
The passage tells us______.
选项 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
答案B
解析 主旨题。从全文看，作者向读者推荐了几种投诉商品质量问题的办法，可见作者是站在顾客的立场上的。选项A(如何处理顾客对于劣质产品的投诉)和选项D(如何处理顾客的投诉)两项是站在卖方的立场。选项C(如何避免买到劣质商品)在文章中未提到。选项B(如何有效地投诉有质量问题的商品)与原文内容相符，故本题选B。
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